Dr. Gary Wolf

I was made to feel unwelcomed as a patient at Dr. [redacted]'s office when I arrived there yesterday for an appointment. I was told to find someone else.I had made an appointment about 5 weeks ago for both my husband and myself to be seen by Dr. [redacted] for eye exams, and for a contact fitting for myself. I was never asked what type of contacts I wore. I saw on his website that he fits all kinds of contacts. When I made my appointment I was never asked what kind of contacts I wore. I arrived yesterday, [redacted] at [redacted] for a [redacted] appointment. The office staff took my insurance card and the form that was sent to me to fill out prior to my visit. I waited for about 15 minutes. Then a person, named [redacted], who said that she was Dr. [redacted]'s assistant, came out to get me. I went into an office with her. She said she would prepare me for Dr. [redacted]. Right away she asked me if I knew what my insurance covered, and I stated I believed so. So, she stated that I would have to pay a [redacted] co-pay (which my insurance says it is a [redacted] co-pay), then she said I would have to pay [redacted] for some other thing, and that I would only get [redacted] toward new contacts. I said that was fine. I needed new contacts. She seemed like she want to chase me off, with the amount I would have to pay out of pocket, but I said that was fine. She then stared at my paperwork and said that the doctor doesn't fit gas preamble contacts. That those lenses were obsolete. I stated that I never heard of such a thing. That I can only wear gas preambles and that I never had any problems with getting new lenses or fitted for such lenses. Then she left the room to talk to the doctor. She came back and again stated that they don't fit those lenses. Then in a whispered voice, she said, "I want to save you time and your VSP benefits, so you should go to another doctor." I again stated that I didn't understand why they don't fit those lenses, and again she stated they are obsolete. Yet, on their website they say they offer all types of lenses and you can even order gas preamble lenses online. I was shocked as I walked out of the office. I have never been refused services in any doctor's office before. I sent an email to Dr. [redacted] and he has not gotten back to me. I have also downloaded a complaint form to report this matter to the [redacted] of [redacted] I would like this matter looked into.Thank you,[redacted]Desired SettlementTo explain to me why I was treated so, and why they have a website that states that they cover all contact lenses. Also, I want an apology from Dr. Wolf and his assistant.Business Response First let me say that I sincerely regret that Mrs. [redacted] felt unwanted in our office. That was not intentional. She is correct that she was told that we no longer fit her type of contact lens, and we wouldn't be able to accommodate her for that. We do fit most types of contact lenses, but had persistent difficulties with the contact lens labs that made gas permeable lenses and eventually many of the labs we used ceased making them and several went out of business. We did review our website to be sure that her type of contact lens is not included.My technician did approach me with this dilemma, and she did explain to Mrs. [redacted] that we could give her an eye examination and she could get glasses or perhaps be refitted for a different type of contact lens and still use her insurance plan. Mrs. [redacted] declined that option as it wouldn't yield a gas permeable contact lens prescription, and she only wanted gas permeable contact lenses. Had we performed the examination, it would have used up her insurance benefit for an eye examination. As a courtesy to her, my technician informed her that she may want to find a practitioner on her insurance plan that does fit her type of lenses so that she could use her insurance benefit and get gas permeable contact lenses, or she could still have an examination with us for a well check up and get glasses or perhaps be refitted to a different type of contact lens if she wished. Her insurance benefits would be applied for those services. The choice was hers. Mrs. [redacted] did email our office, describing her negative experience, just as she has in her complaint to you, but the tone was not such that it looked like she wanted a reply from us or I would have responded directly to her. [redacted], my technician, has asked me to apologize on her behalf for the misunderstanding that occurred, and I am also extending my apologies to Mrs. [redacted] for the inconvenience that she encountered. Sincerely,[redacted]Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)