Response to *** ***'s formal complaint to the Revdex.comPatient came in on 10/**/2016; services rendered by the physician were the following:Eye Exam: Billed to VSP with a patient responsibility of $per VSP benefit.Extended Ophthalmoscopy: Billed to Aetna (VSP does not cover service} with a patient responsibility of$per Aetna EOB.Refraction: Billed to VSP with no patient responsibility.Contact Lens Fitting: Per patient requested told to use VSP for the cost of the fit.Complaint: Patient claims she was charged for services she did not receive and that we failed to issue her prescriptions for the contact lens.Facts of the case (from the office):When the patient arrived for services on October *** 2016, she initially came in stating she wanted to an updated RX hard contact (also known as gas permeable); we explained to her upon arrival that DrW*** does not fit or issue updates for patients that have hard contact lens; he only fits patients who are using and/or are interested in soft contact lensWe further explained to her, at the front desk, that we can do all other facets of the eye exam including an rx for glasses, patient agreed to proceed with examAs a result the front desk authorized ONLY the exam portion of the VSP benefit allowing the patient to go somewhere else to get an updated rx for contactsUpon seeing the doctor and being examined *** *** decided to try soft contact lens; in doing so it was thoroughly explained that this would be considered an entirely new fit, and the charge for services of this kind is $not including materialsBecause *** *** had VSP we further explained that she was in fac t entitled to some discounts; upon reading the VSP benefit (allowed for contact lens exam and materials) it was expressed that she was eligible for $deduction (VSP would pay that amount}; furthermore the doctor agreed to substantially reduce the fee to $before discounts and allowance appliedWith all parties in agreement, DrW*** continued to measure *** *** for the approximate numbers and parameters required by the vendor who will be making the actual lensUpon determination of said parameters, Ron (DrW***'s technician} explained that the next step is to order the trial lensHe further explained that the lens the doctor is recommending are custom made, and are quite costly; additionally, due to the complexity of the prescription it will take a few weeks to arrive; so upon arrival of the lens we will then call her to set up the next appointmentThe patient proceeded to check out where the following fees were collected:Copay for Exam (not including contact lens fit}: $10CLF: (Total being charged: $200-VSP allowance $105} = $95Total collected at Time of Service: $105Some days later, the biller proceed to bill VSP for the remaining balance due for the CLF; the $On or before 10/**/(less than days later) *** *** had exhausted her allowance for the contact lens with herpurchase of glasses; leaving the office with a deficit of the $which was expected for services renderedAs per the VSP benefit in nearly all cases, the patient subscribing to benefits is allowed materials in the form of glass OR contacts once yearBecause *** *** decided to use said benefit towards the cost of a new pair of glasses, any contact lens services rendered (including the CLF) would be rendered her responsibility in fullUpon discovery, the biller advised Ron to contact *** *** and notify her of the discrepancy and also inform her that because she opted to use her benefit for glasses she is responsible for the remaining balance of $and we cannot continue with ordering the trails unless payment is made in made in full; as the cost of the trials far exceeds the $she had paid on her initial visit.On 11/**/according the daily record the practice keeps for all/any monies collected each date, a note was recorded the *** *** "paid on credit card in the amount of $65." Because *** *** also purchased glasses here, I believe this amount was the remaining balance due on the glass; which was to be paid at pick up; thereby, making this charge a valid charge having nothing to do with the contacts or the contact lens fitting charge due.Since it is *** ***'s desire to discontinue the CLF and not move forward with getting trial lens as intended, the doctor will honor a refund in the amount of $75, which breaks down as follows.Total Paid for Exam and Contacts: $(on 10/**/2016)Copay and Ophthalmoscopy: $ -(30)Total credit applied back to patient's credit card: $
At this time, I have been contacted directly by DrScott W*** regarding complaint ID ***, however my complaint has NOT been resolved because:
They called me on March * after I complained to the insurance company, the Revdex.com and the FTC and said they would refund me and I should
expect to see the refund in a weekIt's now nearly a month later and I still have not received the refund
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
As per Dr. W[redacted]'s account: "On 11/**/2016 according the daily record the practice keeps for all/any monies collected each date, a note was recorded the [redacted] 'paid on credit card in the amount of $65.'"The $65 was the agreed upon settled amount after I complained about the remaining $105 balance and Ron spoke to Dr. W[redacted]. Dr. W[redacted] said I get a discount "because I deserve it" and therefore would only have to pay $65 out of the $105. Ron said he could not order my soft contacts until I paid the remaining $65.I went into the office on 11/**/2016 and paid the remaining $65. I also emailed the office detailing all of this on 11/**/2016. The contact lenses were never ordered even though I paid the remaining $65 balance. The eyeglasses are paid in full, I have the credit card receipt for it and forwarded the receipt along to Dr. W[redacted]'s assistant, Meredith.In addition to the previously applied total credit applied back to my credit card: $75, it should be another $65, making the grand total $140 applied back to my credit card.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved because I was reimbursed the agreed upon $140.
Sincerely,
[redacted]
Response to *** ***'s formal complaint to the Revdex.comPatient came in on 10/**/2016; services rendered by the physician were the following:Eye Exam: Billed to VSP with a patient responsibility of $per VSP benefit.Extended Ophthalmoscopy: Billed to Aetna (VSP does not cover service} with a patient responsibility of$per Aetna EOB.Refraction: Billed to VSP with no patient responsibility.Contact Lens Fitting: Per patient requested told to use VSP for the cost of the fit.Complaint: Patient claims she was charged for services she did not receive and that we failed to issue her prescriptions for the contact lens.Facts of the case (from the office):When the patient arrived for services on October *** 2016, she initially came in stating she wanted to an updated RX hard contact (also known as gas permeable); we explained to her upon arrival that DrW*** does not fit or issue updates for patients that have hard contact lens; he only fits patients who are using and/or are interested in soft contact lensWe further explained to her, at the front desk, that we can do all other facets of the eye exam including an rx for glasses, patient agreed to proceed with examAs a result the front desk authorized ONLY the exam portion of the VSP benefit allowing the patient to go somewhere else to get an updated rx for contactsUpon seeing the doctor and being examined *** *** decided to try soft contact lens; in doing so it was thoroughly explained that this would be considered an entirely new fit, and the charge for services of this kind is $not including materialsBecause *** *** had VSP we further explained that she was in fac t entitled to some discounts; upon reading the VSP benefit (allowed for contact lens exam and materials) it was expressed that she was eligible for $deduction (VSP would pay that amount}; furthermore the doctor agreed to substantially reduce the fee to $before discounts and allowance appliedWith all parties in agreement, DrW*** continued to measure *** *** for the approximate numbers and parameters required by the vendor who will be making the actual lensUpon determination of said parameters, Ron (DrW***'s technician} explained that the next step is to order the trial lensHe further explained that the lens the doctor is recommending are custom made, and are quite costly; additionally, due to the complexity of the prescription it will take a few weeks to arrive; so upon arrival of the lens we will then call her to set up the next appointmentThe patient proceeded to check out where the following fees were collected:Copay for Exam (not including contact lens fit}: $10CLF: (Total being charged: $200-VSP allowance $105} = $95Total collected at Time of Service: $105Some days later, the biller proceed to bill VSP for the remaining balance due for the CLF; the $On or before 10/**/(less than days later) *** *** had exhausted her allowance for the contact lens with herpurchase of glasses; leaving the office with a deficit of the $which was expected for services renderedAs per the VSP benefit in nearly all cases, the patient subscribing to benefits is allowed materials in the form of glass OR contacts once yearBecause *** *** decided to use said benefit towards the cost of a new pair of glasses, any contact lens services rendered (including the CLF) would be rendered her responsibility in fullUpon discovery, the biller advised Ron to contact *** *** and notify her of the discrepancy and also inform her that because she opted to use her benefit for glasses she is responsible for the remaining balance of $and we cannot continue with ordering the trails unless payment is made in made in full; as the cost of the trials far exceeds the $she had paid on her initial visit.On 11/**/according the daily record the practice keeps for all/any monies collected each date, a note was recorded the *** *** "paid on credit card in the amount of $65." Because *** *** also purchased glasses here, I believe this amount was the remaining balance due on the glass; which was to be paid at pick up; thereby, making this charge a valid charge having nothing to do with the contacts or the contact lens fitting charge due.Since it is *** ***'s desire to discontinue the CLF and not move forward with getting trial lens as intended, the doctor will honor a refund in the amount of $75, which breaks down as follows.Total Paid for Exam and Contacts: $(on 10/**/2016)Copay and Ophthalmoscopy: $ -(30)Total credit applied back to patient's credit card: $
At this time, I have been contacted directly by DrScott W*** regarding complaint ID ***, however my complaint has NOT been resolved because:
They called me on March * after I complained to the insurance company, the Revdex.com and the FTC and said they would refund me and I should
expect to see the refund in a weekIt's now nearly a month later and I still have not received the refund
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
As per Dr. W[redacted]'s account: "On 11/**/2016 according the daily record the practice keeps for all/any monies collected each date, a note was recorded the [redacted] 'paid on credit card in the amount of $65.'"The $65 was the agreed upon settled amount after I complained about the remaining $105 balance and Ron spoke to Dr. W[redacted]. Dr. W[redacted] said I get a discount "because I deserve it" and therefore would only have to pay $65 out of the $105. Ron said he could not order my soft contacts until I paid the remaining $65.I went into the office on 11/**/2016 and paid the remaining $65. I also emailed the office detailing all of this on 11/**/2016. The contact lenses were never ordered even though I paid the remaining $65 balance. The eyeglasses are paid in full, I have the credit card receipt for it and forwarded the receipt along to Dr. W[redacted]'s assistant, Meredith.In addition to the previously applied total credit applied back to my credit card: $75, it should be another $65, making the grand total $140 applied back to my credit card.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved because I was reimbursed the agreed upon $140.
Sincerely,
[redacted]