Dunedin Transmission, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***.I received this reply by the Revdex.com today 10/27/I spoke with Stephanie on October 9thShe explained they have issues with their outside vendor Revenue Cycle Management and there was a total breakdown of communication between the vendor and SECAs a courtesy of the amount of time that went by and the issues I had SEC waived the $in good faith.Funny thing three days later I received a bill again but two days later I received a letter stating the balance would be waive and I would receive confirmation which I did a few days later.Comedy of errors and lack of communication was the issue but ultimately months later resolved.This complaint can be closed out and marked as resolved.
Regards,
Thomas ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

To Whom it May Concern, Thank you for bringing to my attention the grievance reported by Mr*** regarding his experience at our Sun City locationSouthwestern Eye Center strives very hard to provide quality, compassionate care andexcellent customer service to our patients and
it is unfortunate Mr*** feels differently. Southwestern Eye Center does have a process in place to ensure the correct lens is implanted. Our providers choose the lens ahead of time in an effort to minimize any discrepancies. The lens is verified by the Surgery Coordinator, Nursing Staff and the Physician prior to the start of the procedureIn the case of Mr***, it is extremely unfortunate our process failed to ensure the correct lens was implantedDrM*** along with all providers and staff at Southwestern Eye Center care a great deal about our patientsIf there is anything we can do to provide for Mr*** eye care now or in the future I would be more than willing and happy to arrange thatWe can also schedule Mr*** for a second opinion if he would preferWe want to ensure our patients are happy and satisfied with the care providedPlease do not hesitate to contact me for additional information or questionsSincerely,Stephanie D***Quality Management Coordinator Corporate OfficeEUniversity DriveMesa, AZ 85213Ph: (480) 892-ext: 11280Fx: (480) 833-

To Whom it May Concern,Thank you for bringing to my attention the grievance reported by Ms*** *** regarding her care with Southwestern Eye Center (SEC)SEC strives very hard to provide quality, compassionate care and excellent customer service to our patients and it is unfortunate Ms
*** feels unsatisfied with the quality of care she receivedI spoke with Ms*** and we agreed with a settlement amountShe was pleased with the amount and appreciated the adjustment on her balancePlease do not hesitate to contact me if you have questions or require further informationSincerely, Stephanie D*** Quality Management Coordinator

To Whom It May Concern,Thank you for bringing to my attention the grievance reported by Ms. [redacted] regarding her glasses at our Tempe location. Southwestern Eye Center (SEC) strives very hard to provide quality, compassionate care, and excellent customer service to our patients. It is...

extremely unfortunate Ms. [redacted] feels this is not what she experienced. I spoke with Ms. [redacted], as well as the Office Manager and Optician at our Tempe location. SEC providers guarantee glasses prescriptions for 90 days, as well as provide prescription rechecks at no additional cost. Ms. [redacted] was unwilling to come into the office for a prescription recheck with the provider or to see an optician to ensure a proper fit or if an adjustment was necessary. As with any glasses prescription, especially progressive biofocals which Ms. [redacted] had, many factors come into play to ensure a proper fit.   SEC's policy is to implement a 25% restocking fee, for all glasses returned, which is displayed in the optical as well as noted on Ms. [redacted]'s receipt. As with any complaint it is unfortunate we did not provide the quality of care Ms. [redacted] would have expected at Southwestern Eye Center. As previously stated, SEC strives very hard to provide excellent customer service and therefor will be honoring a full refund to Ms. [redacted] despite SEC's policy.Please do not hesitate to contact me should you have any questions or require additional information. Sincerely,Stephanie D[redacted]Quality Management Coordinator[redacted]@sweye.com###-###-####

To Whom it May Concern,Thank you for bringing to my attention the complaint reported by Ms. [redacted] regarding her and her children's charge of the $45 refraction fee.  This was an oversight on our part and we sincerely apologize for the inconvenience it has caused Ms. [redacted]. Her insurances'...

Explanation of Benefits (EOB) did not specifically state to adjust off the refraction as "inclusive." However, Ms. [redacted] is correct and her insurance does consider the refraction to be part of the exam and does not reimburse separately for it. The refraction charges on Ms. [redacted], her son and daughters accounts have been removed/adjusted. We will also refund her $45 payment once it is received as she indicated in her complaint. Her account has been flagged to ensure the refund will be taken care of in a timely manner. Ms. [redacted]'s complaints regarding the multiple phone calls, being hung up on, and unanswered voicemails is unacceptable and have been shared with the Director of that department. We will ensure staff are properly trained and follow protocol when addressing such concerns. I left a message on the number provided by Ms. [redacted] with my name and contact information. I will follow up with her to relay the information I have included in this correspondence. Thank you again for bringing this complaint to my attention. Southwestern Eye Center strives very hard to provide quality,compassionate care and excellent customer service to our patients and it is unfortunate Ms. [redacted] feels that is not the service she received. We will use this as a learning experience in an effort to improve our current workflow and process. If you have any further questions, concerns or require additional information please do not hesitate to contact me. Sincerely,[redacted]Quality Management Coordinator

To Whom It May Concern,Thank you for bringing to my attention the grievance reported by Ms. [redacted] regarding her glasses refund at our Cottonwood office. Southwestern Eye Center (SEC) strives very hard to provide quality, compassionate care, and excellent customer service to our patients and it...

is unfortunate that is not what Ms. [redacted] experienced. I reached to Ms. [redacted] by phone, to no avail, as well as sent her an e-mail to apologize for her experience. As well as inform her the refund check for her glasses was sent in the mail Friday, January 19th. As with any complaint, it is unfortunate we did not provide the quality of care Ms. [redacted] would have expected at Southwestern Eye Center. We will continue to educate and train our staff in an effort to provide the best quality care possible.  Please do not hesitate to contact me should you have any questions or require additional information.Sincerely,Stephanie D[redacted]Director of Surgical Quality. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I did not receive the reply from the business. It is sad that the business admits failue in their process to ensure the correct lens is used. "The lens is verified by the Surgery Coordinator, Nursing Staff and the Physician prior to the start of the procedure. In the case of Mr. [redacted], it is extremely unfortunate our process failed to ensure the correct lens was implanted." I do not see where they will correct their process to ensure another patient does not experience this.   I would not feel comfortable letting any them do any more damage.  Please add this to your records!  Thank you, [redacted]

To Whom it May Concern,Thank you for bringing to my attention the grievance reported by Mr. [redacted] regarding his billingissues. Southwestern Eye Center strives very hard to provide quality,compassionate care and excellent customer service to our patients. It isextremely unfortunate this is not...

the experience Mr. [redacted] had when dealing withour business office.  Southwestern Eye Center utilizes two outside vendors in conjunction with our internal billing department and unfortunately there was a lack of communication regarding Mr. [redacted]’s account.Mr. [redacted]’s account was reviewed internally and given his chief complaint anddiagnosis, billing his vision insurance would not be appropriate nor would itbe covered. However, for the inconvenience we caused Mr. [redacted] and as a courtesywe have adjusted Mr. [redacted]’s account to reflect a zero balance. I reached out to Mr. [redacted] however; I have yet to speak to him. I will inform him of our internal review along with the courtesy balance adjustment. Our business office will also send a statementto reflect a zero balance. Thank you again for bringing this complaint to my attention. As with any complaint, it is unfortunate a patienthad a less then positive experience however we will use this as an opportunity to learn and become even better at our jobs. If you have any further questions, concerns or require additional information please do not hesitate to contactme. Sincerely,Stephanie D[redacted]Quality Management CoordinatorCorporate Office [redacted] Mesa, AZ 85213Ph: ###-###-####Fx: ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.Also, I would like to note that I returned the glasses to the facility in an effort to have them repaired.  At that time, I was told by a member of the staff that there are two different facilities that are used to make the eye glasses.  I was informed that the glasses would be sent to the second facility in order to widen the scope of the lenses.  This didn't make sense to me; however, I agreed.  When I received the eye glasses back, they were exactly the same.  I made the decision to ask for a full refund when I realized the incompetence of the facility and the staff at the eye center.Regards,
[redacted]

To Whom it My Concern,I spoke to Ms. [redacted] 3/15/17 to apologize for any confusion. Southwestern Eye Center's system indicates Ms. [redacted] paid $146 for her glasses which is the exact amount she was refunded. Ms. [redacted] stated she paid $190 for her glasses and had a receipt she could provide me indicating that amount. I informed Ms. [redacted] I could process the additional refund amount for her glasses once I receive a copy of the receipt. I apologized again for the confusion and any oversight on my part. Ms. [redacted] stated she would provide the receipt to me on 3/16. Ms. [redacted] called me the morning of 3/16 indicating she reviewed her paperwork and was mistaken. She did not pay $190 for her glasses however this was the billable amount for her exam on 12/28/16. I confirmed with Ms. [redacted] that she did receive the total amount paid for her glasses and she agreed. Ms. [redacted] then requested her copay of $10 also be refunded. As a courtesy, Southwestern Eye Center will also refund Ms. [redacted] the $10. I informed Ms. [redacted] the refund would be processed on 3/23 and she should receive the check shortly after. This matter is resolved and Ms. [redacted] received a full refund for the eye glasses she purchased of $146. Sincerely, Stephanie D[redacted]