Envision Laser Center

Being a health care provider, we always try to do what is best for the patient. We try to educate each patient as best as we can through every step of the procedure. Multiple technicians and doctors deal with each patient, but only one person has the final say as to if a person is a candidate or...

non-candidate for laser vision correction AND to determines exactly what procedure is going to performed. That is the surgeon, Dr. [redacted] M.D. Rarely, but it does happen, one of the counselors, technicians or optometrists may say it will be one procedure, then after a battery of tests and Dr. [redacted] finalizing a surgical plan, it will end up being different from what is initially stated. Sometimes there is a cost difference which can be more money or less money. Sometimes there isn't a cost difference. It's a surgical procedure that we are focused on the outcome more so than the price. Each patient has time to discuss these options with Dr. [redacted] before the procedure. Each patient has the option to decline having surgery and change their mind. Each patient has an option to postpone surgery and take more time to think about it. We have never in over 10 years, ever charged a cancellation fee. Because of this situation, we gave a 10% discount of $340 which is something we didn't have to do, but we did. That's who we are. To say we are a bait and switch company is laughable. Go to [redacted] and visit the place that offers $299 per eye. You'll see what bait and switch actually is. This is the first time that I've had to field a complaint through the Revdex.com and I just don't get it. We are one of the lowest cost places around with the most experienced surgeon in [redacted] We have a great reputation for a reason. We told you the price before surgery. We gave you a 10% discount. We let you use our 0% interest financing. You talked to Dr. [redacted] before he performed surgery AND the procedure performed was exactly what you received. It's not like we did LASIK and said we performed a different surgery, now you owe us more money. I feel that Envision Laser Centers went above and beyond what should've been done. In fact we would have netted more money by performing traditional LASIK versus custom LASIK with the 10% discount because the LASER card fees (which are necessary to perform surgery) cost twice as much as traditional cards by [redacted] [redacted]. But I guess you just don't get it.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I also agree that it is in your best interest to do what is right for the patient. I think that is expected by a professional entity or business not the 299 per eye guys in [redacted]. That's why I chose you folks and never considered the "cheap guys" I understand that the doctor makes the final say as he is the head man in charge of the procedure. In fact I had a tumor removed behind the eye at the [redacted] eye institute @ [redacted] and made it very clear from the initial visit that I wanted to make sure everything was ok with my prior history of the eyes and make sure Dr. [redacted] had reviewed my chart. In fact he never reviewed the chart until minutes before the day of surgery because I was told they never received the medical records after I had signed the release for at the office weeks prior.  It was a good thing I brought my copy for him to see so as far as the battery of testing and knowing what procedure how was that determined while not having my prior history report?  In fact your office had 4 weeks to look over my report or notify me that the records were not sent by [redacted] or received at your office. Furthermore I was never notified of the increase in the cost of the services in the 4 weeks prior to the surgery.  I think it is misunderstood that the money is not the whole issue I have.  It is clearly the principle.  There was a mistake on behalf of your staff and it should have been absorbed by Envision Laser Center so that you have another happy customer and hope that they would tell their friends!  I am aware that the cards are traditionally $110 per eye versues $250 per eye for custom.  I know I could have cancelled surgery but I was emotionally ready and had already scheduled off of work as well as my wife. How would you have handled it?  If it were not about the cost difference and that is of no concern to you then refund me the cost associated with the mistake on behalf of your office staff and I think it will resolve the issue. So you gave me the NEW price before surgery? You gave me a 10% discount, and you let me use your 0% financing. I financed with [redacted] not Envision Laser centers. Or do you mean you had the cost to finance built into the cost the surgery. Don't forget I also gave you 3,000.00 dollars for a professional service that was handled very unprofessional.
Regards,
Randall Beers

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I should not have to make a financial decision 5 minutes before walking into surgery nor should anyone else. I was quoted a price and then that price CHANGED. "Only a few hundred dollars" well reimburse me then if it's of no big deal. Isn't that who you are providing great relationships and customer service with your customers. Or is this a common practice? Furthermore, I did not have an orbital bone fracture. In fact it was a tumor affecting my optic nerve which required 13 hours of surgery with 4 surgeons. Wouldn't you want to make sure all is okay? So we're the records read right minutes before surgery or you must have been reading the wrong notes somewhere along the line? [redacted] you have my contact information feel free to call me at your earliest convenience and I would like to come in and have a meeting at the center with you since you are done responding to me through the Revdex.com response center. I would hope your not trying to brush me off. 
Regards,
[redacted]

Review: I contacted and scheduled a free consultation to find out the details of the LASIK eye procedure in March of 2015. At which time I met [redacted] and she ran a series of exams to find out if I were a candidate for Lasik and discuss the cost, risks and benefits. It was determined at that time I was a candidate for traditional LASIK procedure. At that time I was given a sheet with the costs of traditional LASIK procedure. Ex. $1,399.00 per eye with a year of enhancements. She also discusses the costs for the punctual eye plugs at a cost of $75.00 eye and explained that it would help moisturize the eye after the procedure and it was recommended but not required. She also explained there would be a $250.00 pre deposit for pre-op and post-op visits with [redacted] eye associates which would be deducted from the cost of the procedure the day of the procedure. She also informed me of 24 mo. interest free financing if interested. At that point I told her I would be in touch after I discussed it with my wife if I was considering moving forward with the procedure. I was expected to pay the $1,399.00 per eye for the 1 year of enhancements and $75.00 per eye for the punctual plugs.

Total $2,948.00 minus the $250.00 would have left a balance of 2,698.00 the day of the procedure.

After discussing with my wife and making the decision to move forward I called to schedule the pre op exam and paid the non refundable $250.00 deposit on 4-1-2015. I met with the doctor at [redacted] eye associates and he did a thorough examination and history of the eyes. After meeting with him I met with [redacted] an employee of ENVISION and he mapped the eye for the surgery and explained to me that every eye is different and that was the need for this test that he was performing. He also said that the day of surgery I will basically come in to the or and he already has the mapping of the cornea and it knows the difference between each and every patient. Which after my research made complete sense.

Surgery was scheduled on 4-23-2015 @9:40 am. At which time my wife and I had arrived and checked in. We were taken back to the room where we would sign waivers and pay for the services that were being provided. [redacted] asked how we were going to pay for the procedure and I explained that I was going to put down 400.00 cash and finance the rest with my [redacted] Health Plan. At this time she looked at the paperwork and walked out of the room. She then entered back in the room with Mr[redacted] and he pointed to her this is the procedure we are doing. She then said do you have the quote sheet I gave you. I replied to her yes and handed it to her. (1,399.00 per eye) She admitted she was wrong and now the cost was going to be $1,699.00 an eye totaling $400.00 more than originally quoted. Now I am having custom versus traditional LASIK. Keep in mind I am minutes from walking into the operating room. I am quite apprehensive about the procedure and now faced with an unexpected cost increase. At this point myself as well as my wife have taken the day off work. She then said, "I will take 10% off the 1699.00 now costing 1529.00 an eye". She said, "I would do something more but I am just the peon sales person". She also said, "I know I sound like a used car salesman". At which point my wife said, "you do". I asked her does this happen often and she said, "The mistake was made on the other entity". I then replied doesn't Mr[redacted] who did the mapping of the eye work for Envision". She was unable to answer the question. [redacted] said, "I don't know what to tell you I just hope you accept my apology" out of frustration. I am glad had the procedure which is paid in full and I am grateful for the doctors services. On the other hand I felt as if I was bait and switched at the last minute before walking into the operating room. As a business man myself I now know why I offer rescission notices and do contracts with my customers. I feel as if I should be refunded the difference of $130.00 per eye that I was originally quoted and promised before I made the commitment to move forward.

I have the documentation supporting the facts if it were of any assistance.Desired Settlement: I feel as if I should be refunded the difference of $130.00 per eye that I was originally quoted and promised before I made the commitment to move forward. If I did not have the $250.00 invested at that point I may have went elsewhere for service.

Business

Response:

Being a health care provider, we always try to do what is best for the patient. We try to educate each patient as best as we can through every step of the procedure. Multiple technicians and doctors deal with each patient, but only one person has the final say as to if a person is a candidate or non-candidate for laser vision correction AND to determines exactly what procedure is going to performed. That is the surgeon, Dr. [redacted] M.D. Rarely, but it does happen, one of the counselors, technicians or optometrists may say it will be one procedure, then after a battery of tests and Dr. [redacted] finalizing a surgical plan, it will end up being different from what is initially stated. Sometimes there is a cost difference which can be more money or less money. Sometimes there isn't a cost difference. It's a surgical procedure that we are focused on the outcome more so than the price. Each patient has time to discuss these options with Dr. [redacted] before the procedure. Each patient has the option to decline having surgery and change their mind. Each patient has an option to postpone surgery and take more time to think about it. We have never in over 10 years, ever charged a cancellation fee. Because of this situation, we gave a 10% discount of $340 which is something we didn't have to do, but we did. That's who we are. To say we are a bait and switch company is laughable. Go to [redacted] and visit the place that offers $299 per eye. You'll see what bait and switch actually is. This is the first time that I've had to field a complaint through the Revdex.com and I just don't get it. We are one of the lowest cost places around with the most experienced surgeon in [redacted] We have a great reputation for a reason. We told you the price before surgery. We gave you a 10% discount. We let you use our 0% interest financing. You talked to Dr. [redacted] before he performed surgery AND the procedure performed was exactly what you received. It's not like we did LASIK and said we performed a different surgery, now you owe us more money. I feel that Envision Laser Centers went above and beyond what should've been done. In fact we would have netted more money by performing traditional LASIK versus custom LASIK with the 10% discount because the LASER card fees (which are necessary to perform surgery) cost twice as much as traditional cards by [redacted]. But I guess you just don't get it.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I also agree that it is in your best interest to do what is right for the patient. I think that is expected by a professional entity or business not the 299 per eye guys in [redacted]. That's why I chose you folks and never considered the "cheap guys" I understand that the doctor makes the final say as he is the head man in charge of the procedure. In fact I had a tumor removed behind the eye at the [redacted] eye institute @ [redacted] and made it very clear from the initial visit that I wanted to make sure everything was ok with my prior history of the eyes and make sure Dr. [redacted] had reviewed my chart. In fact he never reviewed the chart until minutes before the day of surgery because I was told they never received the medical records after I had signed the release for at the office weeks prior. It was a good thing I brought my copy for him to see so as far as the battery of testing and knowing what procedure how was that determined while not having my prior history report? In fact your office had 4 weeks to look over my report or notify me that the records were not sent by [redacted] or received at your office. Furthermore I was never notified of the increase in the cost of the services in the 4 weeks prior to the surgery. I think it is misunderstood that the money is not the whole issue I have. It is clearly the principle. There was a mistake on behalf of your staff and it should have been absorbed by Envision Laser Center so that you have another happy customer and hope that they would tell their friends! I am aware that the cards are traditionally $110 per eye versues $250 per eye for custom. I know I could have cancelled surgery but I was emotionally ready and had already scheduled off of work as well as my wife. How would you have handled it? If it were not about the cost difference and that is of no concern to you then refund me the cost associated with the mistake on behalf of your office staff and I think it will resolve the issue. So you gave me the NEW price before surgery? You gave me a 10% discount, and you let me use your 0% financing. I financed with [redacted] not Envision Laser centers. Or do you mean you had the cost to finance built into the cost the surgery. Don't forget I also gave you 3,000.00 dollars for a professional service that was handled very unprofessional.

Regards,

Randall Beers

Business

Response:

What I would've done was handled it right then and there. Not wait a month after surgery then file a complaint. If I were worried about a few hundred dollars versus not having surgery, I would've asked for some time to think about it. I would've also felt comfortable with the 10% discount that we DID NOT HAVE TO GIVE TO YOU. Yes, we pay the financing to [redacted] for those who choose to have the procedure. It's a FEE that is paid by us, not the patient. Dr [redacted] was aware of your Orbital bone fracture and only wanted to see your records if there was something out of the norm. The surgery typically wouldn't have been affected by that injury. As far as time frame, your exam was three weeks prior to surgery. Dr. [redacted] reviewed the surgical charts the week of your surgery (two weeks later). That is not dropping the ball, that is how we have to do it because I'm sure you are aware Dr. [redacted] lives in [redacted]. That's the price you pay if you want a big city doctor in a small town such as [redacted]. Surgey plans are not made until the surgery week. Unfortunately, that is how it has to be with our model. It says something about your personality and expectations if you are the only one who has filed a Revdex.com complaint with us. I have never had to deal with anyone so unreasonable. So this is MY last response on here. If you want to talk some time, come into our center and ask for [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I should not have to make a financial decision 5 minutes before walking into surgery nor should anyone else. I was quoted a price and then that price CHANGED. "Only a few hundred dollars" well reimburse me then if it's of no big deal. Isn't that who you are providing great relationships and customer service with your customers. Or is this a common practice? Furthermore, I did not have an orbital bone fracture. In fact it was a tumor affecting my optic nerve which required 13 hours of surgery with 4 surgeons. Wouldn't you want to make sure all is okay? So we're the records read right minutes before surgery or you must have been reading the wrong notes somewhere along the line? [redacted] you have my contact information feel free to call me at your earliest convenience and I would like to come in and have a meeting at the center with you since you are done responding to me through the Revdex.com response center. I would hope your not trying to brush me off.

Regards,