Emerick Nakasone, OD

Viewridge Ave #N Tustin Av, Ste B San Diego, CA Santa Ana, CA (858) 637-(714) 543–Sept 1, Response to Complaint of Patient ID [redacted] (I will identify her as ***) On Aug 7, patient [redacted] came in for her eye examWe have provided her vision services going back to We have provided her a total of eye exams without any incident, except for this last encounterShe was quoted her total fee ($698) prior to payingShe certainly could have (and should have) said that the bill was too much for her at that timeWe would have recommended adjustments (listed below) to reduce her billShe chose a rimless frame which requires a more expensive lens material (TriveX $extra over a standard plastic lens) to prevent breakageShe could have deleted the Anti Reflective lens option ($75) She could have gone with a standard $bifocal (instead of a $progressive no line) She could have had her bill reduced by $for a total bill of $But her glasses would have a line (bifocal vs progressive), be thicker and with more glare issuesIn her exam fee was $for a comprehensive exam (vs an intermediate exam of $89)Our comprehensive exam has been $for the past several yearsShe was covered by VSP vision insurance for profession fees & partially for materials and I believe she did not realize how it helped with her costsShe was no longer covered by VSP at her previous exam in and was billed a total of $for the intermediate exam ($89), Retinal screening photo ($25) and $for lenses that went into her older framesHer husband, I will call him "***", (who called to complain, not pt ***, about the excessive cost) is the person that spoke to "***" was not willing to accept our offer of refunding all except her professional fees ($89), Retinal photos ($25) and the Bruder Eyelid Mask ($25) for her very dry eyesThe refund would have been $($less $proffees) [redacted] wanted a full refund and that was what he would accept, nothing elseI (the Optometrist) spoke to him later and tried to reason with him but to no availInterestingly, “***” was examined here in and had no complaintHe had a total bill of $for the comprehensive exam ($109), Stereo retinal photos ($30), frame ($150) and Progressive, Hi Index, antiglare lenses ($484)BUT they had VSP eye insurance at that time and his out of pocket cost was $On 8-24-my receptionist called and spoke to pt ***She was offered the glasses refund if she would come in so we could process the refund on the same credit card that she used initiallyPt [redacted] said she would come in the next day (8-25-15) but she did not show process her refundWe have not heard backFor the record: Our professional fees are certainly not highTo provide for a complete exam and a none rushed experience, we do not double book and allow minutes for the examOur materials fees are average"***” must have written the complaint (not pt ***) as the “words” are what was spoken to me by “***” on our phone conversation“Pt ***'s” bill was not final until she agrees to the total and signs the credit card slipGiving a pre-exam estimate as “***” suggests is not realistic without analyzing the results of the examThey also have a fairly long history of this office and our fees (since 2002)If patient felt an estimate was needed, she (they) should have asked when making the appointment or at the beginning of the appointmentTheir “friends feel the bill was shocking”Don't know how the bill was presented to them “my glasses (or her glasses) cost me $698" or was it broken down and itemized? The glasses cost was $(the difference was the proffees)They also should know pt [redacted] did not go with the barebones, basic optionsThere was no request by “***” to adjust the fees except for a full refundHe declined a full refund for the frame and lenses ($559)We will not refund the professional fees ($139)Refund will be on the credit card used (they will need to come in with that same card to be credited) and will be for the glasses only ($559)Signed, [redacted] , OD Page of

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 It is an outright lie by Nakasone that he or his staff that he ever gave me the pricing, either in total or a breakout of itThe only time I got the full pricing from them was when I was at the counter to pay and leave, and his staff person, ***, looked at it and said to me "you may be shocked at the price!" And I wasThat was the first time I saw itSo if the Dris playing word games here by saying they gave me the pricing before I left...well that was it, at the counter when I was leaving And [redacted] was rightI was in shock..reallySo I never had a break down in pricing from [redacted] , ***, or ***(***)So how on earth would he have talked about not doign any of those services or dropping or changing the prescription glasses? its just absurd really In fact, I never received any print out in writing of a breakout in prices...none at allThis is the first time Nakasone ever did itAsk him that! Totally unprofessional, and unethical to be a doctor and operate like that Also, he fully knew that I have some other extremely serious health issues that caused me ot leave the workplace so I did not have insuranceWe even talked about that at the beginning of the appointmentyet he tried to charge me f"full boat" for the most deluxe of services as a cash paitent...and then in his response here he says he could have prescribed less of this or that to save moneyWell if I didn't need progressive lenses, then why did he prescribe it and try to charge me more if t? Becasue he says right here in writing that he would have prescribed bifocals instead since it would save money...and he is the doctor, not meSo if the bi-focals were a professionally ok recommendation, why did he prescribe progressive lenses that cost more? Yes...obviously becasue they cost more, sp he could make more I have found this entire encounter with him, his over-pricing, not giving me an estimate, not printed breakout of costs even at the final moment (all I got was a two inch print out from the calculator or credit card machine) Overall this has been an extremely disappointing and unprofessional encounterAnd speaking if unprofessional...here the doctor is bringing up things from the past about myself and my husband and our health condition and exams...which as far as I know is a violation of the health professions HIIPA lawsSo I am going to have someone look into that for me tooBut it just shows that he is all about "being right" (even though eh is wrong), and "winning the argument" while losing a patient and losing his reputation At this point I am willing to pay him $for the little bean-bag thingie that goes on my eyes, since that is all I received thatBut that's itI am not going to pay the $for unprofessional services that have wasted more of time, nor the $for photos...becasue his services and photos did not lead to me getting a pair of glasses thereThe services are of no value without the glasses...obviouslyAnd at this point I wouldn't trust him to provide glasses to me that were correctAlso, if he took photos the nhe has them, not meAnd I don;t want themSo of course I'm not paying for them if I didn't get them, and they have no value to meBottom line is that he should have been much, much more professional, as well as sensitive to his patient and to over chargingHe might be able to get away with that in over charging an insurance company or insurance patient, but I told him about my health problems and over whelming health situation that I am in alreadyI will send him a check for the $for the one item I received, and I would expect him to step up and refund the rest of this back to me since I received nothing else Regards, [redacted] ***

Viewridge Ave #N Tustin Av, Ste B
San Diego, CA Santa Ana, CA (858) 637-(714) 543–Sept 1, Response to Complaint of Patient ID 1[redacted] (I will identify her as [redacted])
On Aug 7, patient [redacted] came in for her eye examWe have provided her vision services going back to We have provided her a total of eye exams without any incident, except
for this last encounterShe was quoted her total fee ($698) prior to payingShe certainly could
have (and should have) said that the bill was too much for her at that timeWe would have recommended adjustments (listed below) to reduce her billShe chose a rimless frame which requires a more expensive lens material (TriveX $extra over a standard plastic lens) to prevent breakageShe could have deleted the Anti Reflective lens option ($75)
She could have gone with a standard $bifocal (instead of a $progressive no line) She could have had her bill reduced by $for a total bill of $But her glasses would have a line (bifocal vs progressive), be thicker and with more glare issuesIn her exam fee was $for a comprehensive exam (vs an intermediate exam of $89)Our comprehensive exam has been $for the past several yearsShe was covered by VSP vision insurance for profession fees & partially for materials and I believe she did not realize how it helped with her costsShe was no longer covered by VSP at her previous exam in and was billed a total of $for the intermediate exam ($89), Retinal screening photo ($25) and $for lenses that went into her older framesHer husband, I will call him "[redacted]", (who called to complain, not pt [redacted], about the excessive cost) is the person that spoke to "[redacted]" was not willing to accept our offer of refunding all except her professional fees ($89), Retinal photos ($25) and the Bruder Eyelid Mask ($25) for her very dry eyesThe refund would have been $($less $proffees)[redacted] wanted a full refund and that was what he would accept, nothing elseI (the Optometrist) spoke to him later and tried to reason with him but to no availInterestingly, "[redacted]" was examined here in and had no complaintHe had a total bill of $for the comprehensive exam ($109), Stereo retinal photos ($30), frame ($150) and Progressive, Hi Index, antiglare lenses ($484)BUT they had VSP eye insurance at that time and his out of pocket cost was $On 8-24-my receptionist called and spoke to pt [redacted]She was offered the glasses refund if she would come in so we could process the refund on the same credit card that she used initiallyPt [redacted] said she would come in the next day (8-25-15) but she did not show.
process her refundWe have not heard backFor the record:
Our professional fees are certainly not highTo provide for a complete exam and a none
rushed experience, we do not double book and allow minutes for the examOur materials fees are average"[redacted]" must have written the complaint (not pt [redacted]) as the "words" are what was
spoken to me by "[redacted]" on our phone conversation"Pt [redacted]'s" bill was not final until she agrees to the total and signs the credit card slipGiving a pre-exam estimate as "[redacted]" suggests is not realistic without analyzing the
results of the examThey also have a fairly long history of this office and our fees (since 2002)If patient felt an estimate was needed, she (they) should have asked when making the appointment or at the beginning of the appointmentTheir "friends feel the bill was shocking"Don't know how the bill was presented to
them "my glasses (or her glasses) cost me $698" or was it broken down and itemized? The glasses cost was $(the difference was the proffees)They also should know pt [redacted] did not go with the barebones, basic optionsThere was no request by "[redacted]" to adjust the fees except for a full refundHe
declined a full refund for the frame and lenses ($559)We will not refund the professional fees ($139)Refund will be on the credit card used (they will need to come in with that same card to
be credited) and will be for the glasses only ($559)Signed,
[redacted], OD
Page of

4747 Viewridge Ave #200 2390 N Tustin Av, Ste BSan Diego, CA 92123 Santa Ana, CA 92705(858) 637-6199 (714) 543–3167Sept 1, 2015 Response to Complaint of Patient ID 1[redacted] (I will identify her as [redacted])On Aug 7, 2015 patient [redacted] came in for her eye exam. We have provided her vision services going...

back to 2002. We have provided her a total of 9 eye exams without any incident, exceptfor this last encounter. She was quoted her total fee ($698) prior to paying. She certainly couldhave (and should have) said that the bill was too much for her at that time. We would have recommended adjustments (listed below) to reduce her bill.1. She chose a rimless frame which requires a more expensive lens material (TriveX $75extra over a standard plastic lens) to prevent breakage. 2. She could have deleted the Anti Reflective lens option ($75)She could have gone with a standard $95 bifocal (instead of a $259 progressive no line) 4. She could have had her bill reduced by $314 for a total bill of $384. But her glasses would have a line (bifocal vs progressive), be thicker and with more glare issues.3.In 2002 her exam fee was $99 for a comprehensive exam (vs an intermediate exam of $89). Our comprehensive exam has been $109 for the past several years. She was covered by VSP vision insurance for profession fees & partially for materials and I believe she did not realize how it helped with her costs.She was no longer covered by VSP at her previous exam in 2012 and was billed a total of $264 for the intermediate exam ($89), Retinal screening photo ($25) and $150 for lenses that went into her older frames.Her husband, I will call him "[redacted]", (who called to complain, not pt [redacted], about the excessive cost) is the person that spoke to "[redacted]" was not willing to accept our offer of refunding all except her professional fees ($89), Retinal photos ($25) and the Bruder Eyelid Mask ($25) for her very dry eyes. The refund would have been $559 ($698 less $139 proffees). [redacted] wanted a full refund and that was what he would accept, nothing else. I (the Optometrist) spoke to him later and tried to reason with him but to no avail. Interestingly, “[redacted]” was examined here in 2011 and had no complaint. He had a total bill of $773 for the comprehensive exam ($109), Stereo retinal photos ($30), frame ($150) and Progressive, Hi Index, antiglare lenses ($484). BUT they had VSP eye insurance at that time and his out of pocket cost was $272.On 8-24-15 my receptionist called and spoke to pt [redacted]. She was offered the glasses refund if she would come in so we could process the refund on the same credit card that she used initially. Pt [redacted] said she would come in the next day (8-25-15) but she did not show. process her refund. We have not heard back.For the record:1. Our professional fees are certainly not high. To provide for a complete exam and a nonerushed experience, we do not double book and allow 45 minutes for the exam. 2. Our materials fees are average. 3. "[redacted]” must have written the complaint (not pt [redacted]) as the “words” are what wasspoken to me by “[redacted]” on our phone conversation. 4. “Pt [redacted]'s” bill was not final until she agrees to the total and signs the credit card slip. 5. Giving a pre-exam estimate as “[redacted]” suggests is not realistic without analyzing theresults of the exam. They also have a fairly long history of this office and our fees (since 2002). If patient felt an estimate was needed, she (they) should have asked when making the appointment or at the beginning of the appointment. 6. Their “friends feel the bill was shocking”. Don't know how the bill was presented tothem ... “my glasses (or her glasses) cost me $698" or was it broken down and itemized? The glasses cost was $559 (the difference was the proffees). They also should know pt [redacted] did not go with the barebones, basic options. 7. There was no request by “[redacted]” to adjust the fees ... except for a full refund. Hedeclined a full refund for the frame and lenses ($559). 8. We will not refund the professional fees ($139). 9. Refund will be on the credit card used (they will need to come in with that same card tobe credited) and will be for the glasses only ($559).Signed,[redacted], ODPage 2 of 2

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.
It is an outright lie by Nakasone that he or his staff that he ever gave me the pricing, either in total or a breakout of it. The only time I got the full pricing from them was when I was at the counter to pay and leave, and his staff person, [redacted], looked at it and said to me "you may be shocked at the price!".  And I was. That was the first time I saw it. So if the Dr. is playing word games here by saying they gave me the pricing before I left...well that was it, at the counter when I was leaving.       And [redacted] was right. I was in shock..really. So I never had a break down in pricing from [redacted], [redacted], or [redacted]). So how on earth would he have talked about not doign any of those services or dropping or changing the prescription glasses? its just absurd really.   In fact, I never received any print out in writing of a breakout in prices...none at all. This is the first time Nakasone ever did it. Ask him that! Totally unprofessional, and unethical to be a doctor and operate like that.   Also, he fully knew that I have some other extremely serious health issues that caused me ot leave the workplace so I did not have insurance. We even talked about that at the beginning of the appointment. yet he tried to charge me f"full boat" for the most deluxe of services as a cash paitent...and then in his response here he says he could have prescribed less of this or that to save money. Well if I didn't need progressive lenses, then why did he prescribe it and try to charge me more if t? Becasue he says right here in writing that he would have prescribed bifocals instead since it would save money...and he is the doctor, not me. So if the bi-focals were a professionally ok recommendation, why did he prescribe progressive lenses that cost more? Yes...obviously becasue they cost more, sp he could make more.   I have found this entire encounter with him, his over-pricing, not giving me an estimate, not printed breakout of costs even at the final moment (all I got was a two inch print out from the calculator or credit card machine).  Overall this has been an extremely disappointing and unprofessional encounter. And speaking if unprofessional...here the doctor is bringing up things from the past about myself and my husband and our health condition and exams...which as far as I know is a violation of the health professions HIIPA laws. So I am going to have someone look into that for me too. But it just shows that he is all about "being right" (even though eh is wrong), and "winning the argument" while losing a patient and losing his reputation.     At this point I am willing to pay him $25 for the little bean-bag thingie that goes on my eyes, since that is all I received that. But that's it. I am not going to pay the $89 for unprofessional services that have wasted more of time, nor the $25 for photos...becasue his services and photos did not lead to me getting a pair of glasses there. The services are of no value without the glasses...obviously. And at this point I wouldn't trust him to provide glasses to me that were correct. Also, if he took photos the nhe has them, not me. And I don;t want them. So of course I'm not paying for them if I didn't get them, and they have no value to me. Bottom line is that he should have been much, much more professional, as well as sensitive to his patient and to over charging. He might be able to get away with that in over charging an insurance company or insurance patient, but
I told him about my health problems and over whelming health situation that I am in already. I will send him a check for the $25 for the one item I received, and I would expect him to step up and refund the rest of this back to me since I received nothing else.
Regards,
[redacted]