Envision Eye Care

This patient was in the office for a comprehensive eye examination on 7/22/A prescription for vision correction was created based on his chief complaint and the examination findingsHe had been wearing over the counter reading glasses that were limiting his ability to see clearly at
intermediate distances and becoming a hassle due to having to remove them for driving and other dista nce vision tasksThe correct solution to this issue is a progressive lens designHe was educated on his spectacle rx in the exam room by the doctorDuring his encounter with the optician he was educated on the various options available as well as the difference in performance between those products After making payment for the selected eyewear the order was sent directly to our laboratory via web portal and lenses began the fabrication process the same dayThat evening the patient left a message (he called after business hou rs) asking to cancel the orderThe next day we returned the phone call and explained that beca use prescription eyewear are custom pieces made to order, we are unable to ref und his purchaseAs a courtesy we offered to do a partial refund, in order to cover the costs incurred from our supplierIndustry standard is that all custom pieces are not able to be refunded.It is unfortunate that this patient did not feel that he was properly educated on the prod uct that he selected to purchasePatient education regarding his prescription vision needs begins in the exam room and is well documented in his medical record.This issue has been completely resolved and the patient has been ref unded the total amount of his purchase.If you have need for further expla nation please don't hesitate to contact me

I got two cavities filled here and called a week before my appt to ask how much it would be so I could pay it in full the day I got the work done. They didn't know how much it would be and I had told them "well I need to know" so they finally called me back and let me know a price. So I go in and get the work done and the bill ended up being more than they said so I was like ok whatever and went ahead and payed it all in full that day. Well about 2-3 weeks later I got billed for another $40 and they never said what it was for. I've got billed every month since for the same amount. So I Got my dad to call them since he is the primary holder of our insurance and the dental office told him it was because the insurance didn't pay all of what they said they would pay. I called the insurance and they said they did indeed pay all of their deductible that they were supposed to pay and they had even called the dental office and the person on the phone told the insurance that I only owed $20 and it was because I got white ceramic filling and not the silver basic filling. Well the problem is, they never let me know I had an option and the insurance told me that the dental office was supposed to go over my options and benefits before the procedure. They never did. They just went ahead and gave me the more expensive filling. [redacted]?? And they have told two different stories. So unprofessional and are just scam artists!

Thank you for bringing this complaint to our attention. We have tried, unfortunately unsuccessfully, to resolve this with patient's mother, father, and step-father. Patient's father was the one to bring her in for initial visit. Apparently, there was a lack of communication between both staff and...

the three parents. Patient was given an eye exam which involves eye health and vision component. This is what the insurance paid for. Insurance did not cover a Contact Lens Fitting Fee. This is a separate fee and includes all trial contact lenses, instruction, eye examinations in the contact lenses to ensure not only proper vision but proper fit. There is no limit to the trial that may be dispensed in that time frame or any examinations or vision checks pertaining to that. Apparently, in the past, other family members have gotten contact lenses and the doctor they went to did not do these additional checks and exams. Our providers main concern is the health of a patient's eyes and will not compromise that if a patient only wants to be given contacts and receive no follow up. The patient was not asked to leave her contacts only because her parents could not pay. Her father could not pay for the fitting that day once they made it to check out so we could not ensure their would be adequate follow up care with patient. We could not let her have lenses without being able to give her the follow up that she needed. I understand the parents may not understand this and unfortunately, they will not really listen to what I have to say in that regard but instead keep telling me what a liar I am. We have heard nothing from the parent that actually brought her to her appointment but have heard from Mother and Step-father. Step-father came back in the office on Friday 7-24 and paid the fit fee at which time contacts were dispensed and a follow up appointment made to check the lenses to see if they were still giving good vision and still fitting the eye well with no complications. A little later, Mom called saying it was not fair they had to pay for this service and no one else she knew had to. I explained this is a fee that all contact lense wearers pay and what this fee included. She then asked for her Contact Lens script. I told her that Dr. [redacted] had left for the day and I would have to speak with her on Monday. First thing on Monday morning, I spoke with Dr. [redacted] who stated that patient did not have a Contact Lens script yet because they had not finished the fitting and did not know what was going to work best and provide best result for patient. As soon as I finished speaking with Dr. [redacted] the patient's stepfather walked in and was very irate saying he wanted his money back for the contact lens fit. I told him we would be happy to refund the money but that meant that all services related to that fee would be stopped. This meant no trial lenses and no follow up appointments. He said that was fine but still wanted the prescription. I told him there was no prescription because patient had not finished her fittings. He said he wanted his money. His money was refunded to his credit card before he left. He was extremely rude and disruptive while in the office. A couple hours later the mother came in and demanded her daughter's records, billing information and Script. She said she needed them because she was turning us in for fraud to the insurance company, Revdex.com, and all local TV stations. I told patient we would be more than happy to provide her with her daughters records and all billing information and that we had nothing to hide. Our billing policies were completely legal. However, again, we can't give a prescription for Contacts when the fitting has not been completed. Again, she cursed and threatened (in her daughter's presence) and with disruption to other patients in the office. She was provided with a prescription for eyeglasses which is part of a routine eye exam. When I brought her prescription out I was not laughing. I may have smiled at another patient at our front desk but trust me, I could not find any part of this situation laughable. At no point was daughter unable to see. Her stepfather even told me they had her previous contacts that she put in that day. At no point, has our office received money from her insurance company for services that were not provided. At no point was I or any of my staff disrespectful to any of the parents although the same respect was not returned. I also apologized more than once to both step-father and mother for inconvenience as well as if daughter was embarrassed by her parents' inability to pay for services. We have offered to provide care to patient in the form of Contact Lens Fitting and follow ups and it has been declined each time. It is my personal opinion this started with the lack of communication with parents as to who was responsible for childs medical/vision expenses and no one felt it was their responsibility. We ARE very sorry that parents feel they have been cheated in some way but we can't provide something we do not have. A Contact Lens script can't be finalized without knowing it is the best for patient. If patient would like to complete this, we will be more than happy to finish the fit process upon repayment of the returned fee. Respectfully, [redacted]Administrator, Envision Eye Care

Review: I made an appointment with envision for my daughter, I gave the insurance information along with telling them she wore contacts. I was told to call back in a few days for a price. I followed up and was told that it would be $35 after insurance. When my daughters eye exam was completed and they were checking out they were told that she had to pay an additional $72 for a contact lens fitting fee, she did not have a contact fitting, she put in the lenses and was asked how they felt. My daughter was made to take out the lenses at the checkout and give them back. I went today to talk to the office people, I told them I needed her Rx for contacts that our insurance only pays one eye exam per year. Eventually a lady came back carrying an Rx and laughing as she handed it to me. When I go to get it filled it is for glasses. My insurance was billed for a contact lenses exam and fitting fee.Desired Settlement: I would like a prescription for my daughter's contact lenses. Also I would like an apology for embarrassing her publicly and making her go without being able to see.

Business

Response:

Thank you for bringing this complaint to our attention. We have tried, unfortunately unsuccessfully, to resolve this with patient's mother, father, and step-father. Patient's father was the one to bring her in for initial visit. Apparently, there was a lack of communication between both staff and the three parents. Patient was given an eye exam which involves eye health and vision component. This is what the insurance paid for. Insurance did not cover a Contact Lens Fitting Fee. This is a separate fee and includes all trial contact lenses, instruction, eye examinations in the contact lenses to ensure not only proper vision but proper fit. There is no limit to the trial that may be dispensed in that time frame or any examinations or vision checks pertaining to that. Apparently, in the past, other family members have gotten contact lenses and the doctor they went to did not do these additional checks and exams. Our providers main concern is the health of a patient's eyes and will not compromise that if a patient only wants to be given contacts and receive no follow up. The patient was not asked to leave her contacts only because her parents could not pay. Her father could not pay for the fitting that day once they made it to check out so we could not ensure their would be adequate follow up care with patient. We could not let her have lenses without being able to give her the follow up that she needed. I understand the parents may not understand this and unfortunately, they will not really listen to what I have to say in that regard but instead keep telling me what a liar I am. We have heard nothing from the parent that actually brought her to her appointment but have heard from Mother and Step-father. Step-father came back in the office on Friday 7-24 and paid the fit fee at which time contacts were dispensed and a follow up appointment made to check the lenses to see if they were still giving good vision and still fitting the eye well with no complications. A little later, Mom called saying it was not fair they had to pay for this service and no one else she knew had to. I explained this is a fee that all contact lense wearers pay and what this fee included. She then asked for her Contact Lens script. I told her that Dr. [redacted] had left for the day and I would have to speak with her on Monday. First thing on Monday morning, I spoke with Dr. [redacted] who stated that patient did not have a Contact Lens script yet because they had not finished the fitting and did not know what was going to work best and provide best result for patient. As soon as I finished speaking with Dr. [redacted] the patient's stepfather walked in and was very irate saying he wanted his money back for the contact lens fit. I told him we would be happy to refund the money but that meant that all services related to that fee would be stopped. This meant no trial lenses and no follow up appointments. He said that was fine but still wanted the prescription. I told him there was no prescription because patient had not finished her fittings. He said he wanted his money. His money was refunded to his credit card before he left. He was extremely rude and disruptive while in the office. A couple hours later the mother came in and demanded her daughter's records, billing information and Script. She said she needed them because she was turning us in for fraud to the insurance company, Revdex.com, and all local TV stations. I told patient we would be more than happy to provide her with her daughters records and all billing information and that we had nothing to hide. Our billing policies were completely legal. However, again, we can't give a prescription for Contacts when the fitting has not been completed. Again, she cursed and threatened (in her daughter's presence) and with disruption to other patients in the office. She was provided with a prescription for eyeglasses which is part of a routine eye exam. When I brought her prescription out I was not laughing. I may have smiled at another patient at our front desk but trust me, I could not find any part of this situation laughable. At no point was daughter unable to see. Her stepfather even told me they had her previous contacts that she put in that day. At no point, has our office received money from her insurance company for services that were not provided. At no point was I or any of my staff disrespectful to any of the parents although the same respect was not returned. I also apologized more than once to both step-father and mother for inconvenience as well as if daughter was embarrassed by her parents' inability to pay for services. We have offered to provide care to patient in the form of Contact Lens Fitting and follow ups and it has been declined each time. It is my personal opinion this started with the lack of communication with parents as to who was responsible for childs medical/vision expenses and no one felt it was their responsibility. We ARE very sorry that parents feel they have been cheated in some way but we can't provide something we do not have. A Contact Lens script can't be finalized without knowing it is the best for patient. If patient would like to complete this, we will be more than happy to finish the fit process upon repayment of the returned fee. Respectfully, [redacted]Administrator, Envision Eye Care

Consumer

Response:

I have reviewed the response offer 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.

The office staff has done nothing but talk down to us and belittle us. At absolutely no point in time was there any cursing. The office staff did not even acknowledge my daughters presence much less apologize. I asked for the contact lenses prescription and after a long wait was given what I thought was it, the staff member laughed as she handed it to me. At no point was anyone in that office polite to me, instead they choose to be rude. The initial issue was that we were not told the truth about the cost in total, the real problem began when they choose to tell a different lie every time they have been contacted.