Designer Family Eyecare

October 21,2014To whom it may concern, [redacted] presented to our office on August 23, for an eye exam and eyeglassesHe came to know our office through his insurance company [redacted] Better Health [redacted] Better Health uses a third party vision carrier by the name of March Vision Care to administer their routine vision benefits- On the date of August 23, 2014, we were a panel member of March Vision Care.When we provide services for March Vision Care patients, they present to our office for their eye examAfter a prescription is determined, there are then certain eyeglass frames which these patients can pick from that March Vision Care will financially cover in fullThe frame that the patient chooses is then provided to us by mail directly from the insurance company's inventoryWhat ever type of lens the patient needs are also provided to us directly from March Vision Care in the same methodUnder [redacted] 's insurance plan, adults over the age of get one frame and one pair of lenses per yearIf that pair of glasses provided by March Vision Care are broken or scratched, to my knowledge, there is no warranty.The lenses that were provided to [redacted] were ordered from a lens laboratory designated by March Vision CareOn this specific order, the patient chose to add the additional accessory' of "scratch resistant coating" to these lensesIn all cases where patients choose to add additional accessories to their lenses, we are required by March Vision Care to charge the patient the amount designated by the insurance company for the additional accessoryWhen these lenses are then ordered from the insurance designated laboratory, a "charge back" for the additional accessories is applied to our insurance reimbursement for the eye exam and a dispensing feeIn these cases, we never receive any funds from March Vision Care towards the frame or lenses because they are supplying themTherefore, in [redacted] ' case, March Vision Care would be responsible for resolving any replacement or warranty issues.Of additional complication, as of August 31, 2014, [redacted] Better Health changed their third party vision provider from March Vision Care to a different providerBecause of this change, as of that date, we are no longer able to accept [redacted] ’s insuranceAs far as warranty issues are concerned, as previously explained, [redacted] Better Health or March Vision Care are responsible for finding a resolution [redacted] will need to contact a provider who accepts [redacted] Better Health's new vision providerI am not a provider any longer and cannot acquire new lenses for [redacted] through a [redacted] Better Health designated laboratory even if I wished toWhat this all boils down to is that we were a "middle man", so to speak, between March Vision Care and their designated labAlso, that relationship was ended due to their administrative changes made on August 31, 2014.Further more, [redacted] purchased March Vision Care's scratch coating because he stated that he is "rough" on his glassesThis appears to be true, as less than two months later his lenses are already damagedIf the rough treatment on his eyewear is going to be an ongoing problem, [redacted] needs to establish a relationship with a participating providerI am not sure what they will do for him at this point, but I do not think that there was a warranty provided with these lenses from March Vision CareBased on my knowledge of this company, I do highly doubt that they will replace the lenses multiple times in the future just because of a $scratch coating purchaseAlso, this coating is not intended to make the lenses scratch proofIt’s purpose is to make the lenses harder to scratch than the regular uncoated lensEyeglasses must still be treated with gentle care to fully avoid scratching of the lenses.In regards to the amount [redacted] stated that he paid for his pair of glasses, our records indicate that his total was $in fullInstead of choosing a frame out of the March Vision Care selection, that would be covered in full financially, [redacted] choose a frame out of our inventoryThis frame totaled a cost of $Because [redacted] purchased this frame, the only item that we ordered from March Vision Care were the lenses that we then received via mail and went on to cut and secure into this frameThe Lenses themselves were covered in full by March Vision CareHowever, because [redacted] requested that March Vision Care include a scratch coating on these lenses, we collected the $payment required by March Vision Care to include this featureIn addition to these charges was a $charge for a tint on these lenses as wellWith this being said, We did our best to explain to [redacted] that when we received these lenses directly from March Vision Care, the scratch coating that he paid for was already intactWhen my employees tried to calmly explain this to [redacted] he proceeded to talk over them and hang up the phoneThis is the only information that I can respond withIf you have any further questions please feel free to contact us at ###-###-####Professionally, DrAmy SOD

October 21,2014To whom it may concern,[redacted] presented to our office on August 23, 2014 for an eye exam and eyeglasses. He came to know our office through his insurance company [redacted] Better Health. [redacted] Better Health uses a third party vision carrier by the name of...

March Vision Care to administer their routine vision benefits- On the date of August 23, 2014, we were a panel member of March Vision Care.When we provide services for March Vision Care patients, they present to our office for their eye exam. After a prescription is determined, there are then certain eyeglass frames which these patients can pick from that March Vision Care will financially cover in full. The frame that the patient chooses is then provided to us by mail directly from the insurance company's inventory. What ever type of lens the patient needs are also provided to us directly from March Vision Care in the same method. Under [redacted]'s insurance plan, adults over the age of 19 get one frame and one pair of lenses per year. If that pair of glasses provided by March Vision Care are broken or scratched, to my knowledge, there is no warranty.The lenses that were provided to [redacted] were ordered from a lens laboratory designated by March Vision Care. On this specific order, the patient chose to add the additional accessory' of "scratch resistant coating" to these lenses. In all cases where patients choose to add additional accessories to their lenses, we are required by March Vision Care to charge the patient the amount designated by the insurance company for the additional accessory. When these lenses are then ordered from the insurance designated laboratory, a "charge back" for the additional accessories is applied to our insurance reimbursement for the eye exam and a dispensing fee. In these cases, we never receive any funds from March Vision Care towards the frame or lenses because they are supplying them. Therefore, in [redacted]' case, March Vision Care would be responsible for resolving any replacement or warranty issues.Of additional complication, as of August 31, 2014, [redacted] Better Health changed their third party vision provider from March Vision Care to a different provider. Because of this change, as of that date, we are no longer able to accept [redacted]’s insurance. As far as warranty issues are concerned, as previously explained, [redacted] Better Health or March Vision Care are responsible for finding a resolution. [redacted] will need to contact a provider who accepts [redacted] Better Health's new vision provider. I am not a provider any longer and cannot acquire new lenses for [redacted] through a [redacted] Better Health designated laboratory even if I wished to. What this all boils down to is that we were a "middle man", so to speak, between March Vision Care and their designated lab. Also, that relationship was ended due to their administrative changes made on August 31, 2014.Further more, [redacted] purchased March Vision Care's scratch coating because he stated that he is "rough" on his glasses. This appears to be true, as less than two months later his lenses are already damaged. If the rough treatment on his eyewear is going to be an ongoing problem, [redacted] needs to establish a relationship with a participating provider. I am not sure what they will do for him at this point, but I do not think that there was a warranty provided with these lenses from March Vision Care. Based on my knowledge of this company, I do highly doubt that they will replace the lenses multiple times in the future just because of a $20.00 scratch coating purchase. Also, this coating is not intended to make the lenses scratch proof. It’s purpose is to make the lenses harder to scratch than the regular uncoated lens. Eyeglasses must still be treated with gentle care to fully avoid scratching of the lenses.In regards to the amount [redacted] stated that he paid for his pair of glasses, our records indicate that his total was $128.00 in full. Instead of choosing a frame out of the March Vision Care selection, that would be covered in full financially, [redacted] choose a frame out of our inventory. This frame totaled a cost of $96.00. Because [redacted] purchased this frame, the only item that we ordered from March Vision Care were the lenses that we then received via mail and went on to cut and secure into this frame. The Lenses themselves were covered in full by March Vision Care. However, because [redacted] requested that March Vision Care include a scratch coating on these lenses, we collected the $20.00 payment required by March Vision Care to include this feature. In addition to these charges was a $12.00 charge for a tint on these lenses as well. With this being said, We did our best to explain to [redacted] that when we received these lenses directly from March Vision Care, the scratch coating that he paid for was already intact. When my employees tried to calmly explain this to [redacted] he proceeded to talk over them and hang up the phone. This is the only information that I can respond with. If you have any further questions please feel free to contact us at ###-###-####.
Professionally,
Dr. Amy S. OD

Review: Purchased eye glasses with scratch guard from Designer Family Eye Care. Paid out of pocket for the scratch guard. Designer Family Eye Wear would not honor their guarantee for the scratch guard said its not there responsibility that it is my insurance, [redacted] Better Health's responsibility. I contacted [redacted] with regard to this and they said it was not their responsibility that it was Designer Family Eye Care's responsibility. Neither party is wanting to honor the service they said they provided.Desired Settlement: I paid the out of pocket cost for the scratch guard which is not being honored so I would like to have my money refunded to me.

Business

Response:

October 21,2014To whom it may concern,[redacted] presented to our office on August 23, 2014 for an eye exam and eyeglasses. He came to know our office through his insurance company [redacted] Better Health. [redacted] Better Health uses a third party vision carrier by the name of March Vision Care to administer their routine vision benefits- On the date of August 23, 2014, we were a panel member of March Vision Care.When we provide services for March Vision Care patients, they present to our office for their eye exam. After a prescription is determined, there are then certain eyeglass frames which these patients can pick from that March Vision Care will financially cover in full. The frame that the patient chooses is then provided to us by mail directly from the insurance company's inventory. What ever type of lens the patient needs are also provided to us directly from March Vision Care in the same method. Under [redacted]'s insurance plan, adults over the age of 19 get one frame and one pair of lenses per year. If that pair of glasses provided by March Vision Care are broken or scratched, to my knowledge, there is no warranty.The lenses that were provided to [redacted] were ordered from a lens laboratory designated by March Vision Care. On this specific order, the patient chose to add the additional accessory' of "scratch resistant coating" to these lenses. In all cases where patients choose to add additional accessories to their lenses, we are required by March Vision Care to charge the patient the amount designated by the insurance company for the additional accessory. When these lenses are then ordered from the insurance designated laboratory, a "charge back" for the additional accessories is applied to our insurance reimbursement for the eye exam and a dispensing fee. In these cases, we never receive any funds from March Vision Care towards the frame or lenses because they are supplying them. Therefore, in [redacted]' case, March Vision Care would be responsible for resolving any replacement or warranty issues.Of additional complication, as of August 31, 2014, [redacted] Better Health changed their third party vision provider from March Vision Care to a different provider. Because of this change, as of that date, we are no longer able to accept [redacted]’s insurance. As far as warranty issues are concerned, as previously explained, [redacted] Better Health or March Vision Care are responsible for finding a resolution. [redacted] will need to contact a provider who accepts [redacted] Better Health's new vision provider. I am not a provider any longer and cannot acquire new lenses for [redacted] through a [redacted] Better Health designated laboratory even if I wished to. What this all boils down to is that we were a "middle man", so to speak, between March Vision Care and their designated lab. Also, that relationship was ended due to their administrative changes made on August 31, 2014.Further more, [redacted] purchased March Vision Care's scratch coating because he stated that he is "rough" on his glasses. This appears to be true, as less than two months later his lenses are already damaged. If the rough treatment on his eyewear is going to be an ongoing problem, [redacted] needs to establish a relationship with a participating provider. I am not sure what they will do for him at this point, but I do not think that there was a warranty provided with these lenses from March Vision Care. Based on my knowledge of this company, I do highly doubt that they will replace the lenses multiple times in the future just because of a $20.00 scratch coating purchase. Also, this coating is not intended to make the lenses scratch proof. It’s purpose is to make the lenses harder to scratch than the regular uncoated lens. Eyeglasses must still be treated with gentle care to fully avoid scratching of the lenses.In regards to the amount [redacted] stated that he paid for his pair of glasses, our records indicate that his total was $128.00 in full. Instead of choosing a frame out of the March Vision Care selection, that would be covered in full financially, [redacted] choose a frame out of our inventory. This frame totaled a cost of $96.00. Because [redacted] purchased this frame, the only item that we ordered from March Vision Care were the lenses that we then received via mail and went on to cut and secure into this frame. The Lenses themselves were covered in full by March Vision Care. However, because [redacted] requested that March Vision Care include a scratch coating on these lenses, we collected the $20.00 payment required by March Vision Care to include this feature. In addition to these charges was a $12.00 charge for a tint on these lenses as well. With this being said, We did our best to explain to [redacted] that when we received these lenses directly from March Vision Care, the scratch coating that he paid for was already intact. When my employees tried to calmly explain this to [redacted] he proceeded to talk over them and hang up the phone. This is the only information that I can respond with. If you have any further questions please feel free to contact us at ###-###-####.Professionally,Dr. Amy S. OD