Eye to Eye Vision

Complaint: [redacted] I am rejecting this response because: First of all my character and intergrity has been defamed by the statements that was made by the respondent and I am frustrated that they will go to this level of continuous unprofessionalism to avoid responsibility for their employee and not honoring what was stated to me as a customer 1st Paragraph from respondent was true up until the point to where it is not mentioned that their employee stated to me that if I returned within the days that I would only have to pay the difference of the co-pay of the $I had initially paid on 8/23/for the eye exam and the contact eye exam was $(according to my insurance) so the difference would be $25.00., the additional comment of me being told that I would have to pay the difference of the exam was NEVER stated to meAgain, I was told I would only have to pay the $difference for the contact lens exam if done within days Which is the entire reason for the complaint because on 8/30/I was told at completion of the exam that I owed some where around $ 2nd Paragraph from respondent stated that she went to the Eye Mart next door questioning [redacted] about my personal business of what I did with me benefits First of all I had already told the office manager during my exam visit for my contact lens exam on 8/30/that I had gotten my glasses (in which I was wearing at the time) 8/23/from next door Because of her feeling the need to verify or question what I had already mentioned to her, leaves questions to my intergrity to the staff or employees (in which I had friendly contact with during my fitting and purchase of my eye glasses) at Eye MartAs stated in the last paragraph she contacted my insurance carrier (Superior Vision) the same day, they could have easily verified my benefits and what was availableIsn't that the entire reason for customers to giving the insurance information before service? This was just another tactic in slandering my characterWhat if I hadn't purchased my glasses from Eye Mart, then what extent would she have gone to track down information that could have easily been obtained from one phone call to my carrier? 3rd Paragraph from respondent was correct until she stated "we walked to the front counter and the young ladies explained that she would need to pay the $speciality fit." I walked up to the front counter alone While the young lady that had initially set my appointment for 8/30/and told me that I would only have to pay the $difference of my co-pay, was then telling me that my bill was around $214.00, that is when both the doctor and the office manager came around the corner and was at the inside counterI was asking the young lady, what is the $for? I explained she told me I would only pay for the co-pay difference of $ She was explaining the exam was $and the contact lens was $plus because of the mono vision prescription I would have separate boxes to purchase That is when both the doctor and the office manager chimed in making a statement saying "that I not young anymore, and because of me being of over the age of that things changeand I then immediately asked her to stop by placing my hand up, and replied "she could speak for herself about not being young anymore" and the office manager stated, no "I didn't mean it like that" I then ignored her, and asked if I could come back behind the office door to further discuss my bill, because I felt uncomfortable about her making a comment about my age and also trying to get understanding of my bill At that point is when both the doctor and the office manager left the areaIn her own statement of mentioning that they stated "we all grow older and our bodies change", tell me what does my body have to do with an eye exam? Her statement about telling me about bi-fols doesn't make sense Why would there be a need to discuss bi-fols when I have already had my prescription filled for my glasses I was there for an contact lens exam It was a totally inappropriate and unprofessional comment made in the presence of other customer in which I am still offended! While trying to discuss my bill with the young lady, and deciding that I was not going to pay for the contact lens at that point, I would wait and see once my insurance was to role over on September 1st that it would be covered to purchase them then Another co-worker rudely interrupted stating that " I just needed to pay the $for the services rendered today By that time I was totally frustrated and did not want to cause a scene in the office, and decided to pay the $and would handle my complaint in a more professional manner over the phone The statement by the respondent has been twistedWhen the statement I made which was "Why would I have scheduled an appointment so close together, if I wasn't told that I would only have to pay $when my insurance starts September 1st, I could have waited until then I wasn't expecting to pay anything over $today, because that is what I was told" Last paragraph by respondent stated she received a phone call from me later that day, which is correct At this time is the ONLY time I ASKED if my insurance could be charged for the service of the contact exam since it was to begin again on September 1st, because once again, I was told I would only have to pay the $difference for the exam not $ That is when it was stated that it would be insurance fraud because of the date of service was 8/30/and not 9/1/ I understood, but then stated that if I had of known I would be charged more than what was stated of $25, I would have waited days later, Her insinuating that she repeatedly told me about insurance fraud as if I was trying to continuously persuade her to do something illegal as stated in her response "and then asked me to submit the insurance after September 1st when her insurance comes into affect, I refusedOnce again telling her I will not commit insurance fraud no matter how much she threatens me with calling the Revdex.com." I resent that statement completely, because once she explained to me the first time, I understood and focused on her still taking responsibility for her employee She is correct that yes I was unaccepting of her apologizes and even more so now, because she lied and is defaming my character I asked her to only take responsibility for the actions of her employee that had given information that was then changed once the service was rendered It was no threat to contact Revdex.com, it was a factWhy would I contact Revdex.com and go to this length to rectify a wrong when SUPPOSELY I was trying to have someone do wrong as well, by insisting (according to the respondent) to have them commit fraud? It makes no senseI only want to be treated fairly and not taken advantage of There are laws in place to protect consumers, such as myself, such as HIPPA for instance I have received the $check will not be redeemed until this is settled with the return of the additional $that I feel is owed to me If the respondent didn't feel they had done anything wrong, as she stated in our initial conversation, in which she stated "she would not be refunding any money", why now was a check sent? I only ask that they do what is right, and train their employees not to give out information to customers, especially "NEW" customers Word of mouth is the best type of advertisement, and you never know who your are mistreating or trying to take advantage of Treat people the way you would like to be treated...especially by starting with telling the TRUTH! Regards, [redacted] ***

This letter is in response to ID ***
First and foremost, we regret that the Complainant was unhappy with her experience here in our office and again I apologize if there was any misunderstanding at all
1st Addressing the Issue of copies and the $Specialty Fit
Under the Complainant's Insurance she had a $Copy for a Routine Eye Exam
A $Copy for Contact lens fitting
Insurance paying up to $towards cost of fitting // anything over is patients responsibility
The Complainant was to pay her $fit regardless: the insurance paid $toward the contact lens exam specialty fit which was $so the Complainant was left with just $to pay her portion of the Specialty Fit
$Copy
$Specialty contact lenses fit difference
$Total
Total of
We have acknowledged our mistake and have taken immediate action to reimburse the Complainant
which is rightfully hers
As for the $this is the breakdown of that amount quoted at the end of her examThe Complainant was quoted assuming that she wanted to purchase her contact lens material here to keep all the records and purchases of materials together
$Contact lens Specialty fit fee
$Total for two boxes of Freshlook Color Blends Brown in color
$Total
The Complainant only paid the $Specialty Fitting Fee
$per box of Freshlook color blends contact lens materials (Complainant being a specialty fit one lens for far and the other for nearRequires she have two boxes) Totaling $
Our staff member is told to have the price ready for the patient with the materialsBut of course this is the patient's choice whether to purchase here with us or with another contact provider
2nd Addressing the issue of Personal Business
The Complainant stated that the Respondent had reason to go next door to the Representative of the Optical where she purchased her glasses, about her personal business
On the 30th of August the Complainant called and voiced her displeasure with the fact that she had to pay the $Specialty FitPart of my job is to gather and verifying information and come to a logical and amicable assessment of the situationMy checking into things in no way has anything to do with her integrity; I do not know the complainant personally and have no reason to question her integrityMy job is to state facts and to give information to the best of my knowledgeIt had only been days total and only working days, since the complaints routine eye exam and purchased of eye glasses and the use of her material allowance, this had not yet been submitted to the Complainant's Insurance, by the company she purchased her eye wear from
The complainant did tell us she had already used her insurance to purchase her glasses form the Optical located next door to us on August 23, 2014, so we had no reason or need to check we did not question the validity of the information she gave usI in fact only confirmed the date of said purchase and the material usage since the insurance company had no claims being submitted to them yet, and she had stated to us that she had already purchased her glasses next doorI in no way, ever spoke of her personal information to anyone, and never needed to considering I already had all of her personal information in our computer and on the information form she filled out in our office, her privacy rights where never violated
The complainant wants to address all details of the visit again, which I had already addressed in the Initial letterI do not want to continue to banter back and forth the semantics of this situationI stand by my first statements submitted, to be the truth to the best of my knowledgeWe have refunded $which is rightfully hers and are truly sorry that Complainant feels as she doesAs for any misunderstanding we whole heartedly apologize
We received a provider summary claim report from the complainants insurance on 10/06/2014: the claim that we submitted was for the Specialty fitThe summary report states that the complainants (Insurance benefit maximum for this time period or occurrence has been reached.) The insurance had already been used so we did not get reimbursed the portion the Insurance was to have reimbursed usWe take the loss on services rendered.
Thank you so much *** ***

Ms *** came into our Office
initially for an eye glass exam using her Superior Vision Insurance on the 8/23/at the time she was unsure whether she wanted a contact lens exam or not as a courtesy to our patients we offer them days within to come back, and just pay the difference on a contact lenses examOn /30/Ms*** came back into our office to get the contact lens exam, and was well aware that she would have to pay the difference, otherwise how would she have known that we do this as a courtesy for our patientsPrior to leavening our office on the 8/23/dates the original visitShe was advised that she has a $copy regardless and but if she utilized her material benefits she may not have the benefits to put toward the contact lens exam and would have to pay the difference on that exam
I spoke to *** *** *** 8/30/from the Eye mart Express next door to us, and Ms *** had already used the materials from her insurance at the Eye mart Express to get her glasses, so she utilized some of her benefits, at this timeAt this second visit we also assessed that Ms *** was in a specialty fit because she was now in multifocal lensesMs*** then told me she wanted colored lenses so we had to go into more detail, because this particular lens (colored lenses) do not come in a multifocal fit, and now she would have to be in a mono vision meaning one eye will see distance and the other will see near this is difficult to adapt to but she was insistent on having the colored lensesShe put her prescription on but in clear form under the same lens brand and manufacture
Ms *** complained initially that things were blurry and I proceed to explain how to use this medical device and that it would take time to adjust to seeing this wayYou brain needed time to adapt, and that if she was wanting the colored lenses this is the only option for that RXI stayed in the room approximately an additional min explaining and giving her visual aides to help her adjustShe complained for a slight headache, and I in turn explained that this is until you have adjustedShe finally said she (oh I understand, yes I can read with this one and drive with the other), we walked to the fount counter and the young ladies explained to her that she would need to pay the $Specialty fitThis was a detailed and extensive visit a custom fit
Ms*** had already utilized her insurance on her glasses next door, but was upset with us for some reasonThen she said, (well if she would have known that I would have had to pay out of pocket for my fit then I would have waited for my Insurance which was about to come into term at the beginning of September.) She then asked why we can't just charge the insurance companyI then told her that that would be insurance fraud to change the date on the date on the medical records just to obtain paymentThen she asked well why I even have to have bifocalsThe doctor as well as I started to explain to her that as we grow older our body's change and she interjected, that she was offended and both the doctor and I said ma'am (why?) and she said that we were talking about her being old and about her age in front of othersWe both said ma'am that's not what we are saying we are saying as human beings, we all grow older and our bodies change
She later called and I spoke to her over the phone and said I in no way was trying to offend her but she was un- accepting of my apologies, and then asked me to submit with the insurance after the first when her insurance comes onto affect, I refused, Once again telling her I will not commit insurance fraud no matter how much she threatens me with calling the Revdex.com
I did though turn around and call Superior Vision her Issuance carrier (###-###-####) and told them what Ms *** wanted me to do, during this conversation, I came to find out that in fact Ms *** was still in term and still had some benefits and we have already begun the process to collect from the Insurance and to reimburse her, but we will only be reimbursing her $25.00, because this was a Specialty Fit, she had a $copy and the Insurance only covered up to fifty dollars of that fit as per the Insurance RepI spoke to, so this equals to $we only owe her $of that $and are happy to refund this to her
Her Insurance Carrier is Superior Vision
Member ID is *** Date of conversation with Superior Rep8/30/ DOB of Ms*** may be necessary for information 04/04/

Complaint: [redacted]
I am rejecting this response because: First of all my character and intergrity has been defamed by the statements that was made by the respondent and I am frustrated that they will go to this level of continuous unprofessionalism to avoid responsibility for their employee and not honoring what was stated to me as a customer.
1st Paragraph from respondent was true up until the point to where it is not mentioned that their employee stated to me that if I returned within the 30 days that I would only have to pay the difference of the co-pay of the $10 I had initially paid on 8/23/14 for the eye exam and the contact eye exam was $35 (according to my insurance) so the difference would be $25.00., the additional comment of me being told that I would have to pay the difference of the exam was NEVER stated to me. Again, I was told I would only have to pay the $25 difference for the contact lens exam if done within 30 days.   Which is the entire reason for the complaint because on 8/30/14 I was told at completion of the exam that I owed some where around $214. 
2nd Paragraph from respondent stated that she went to the Eye Mart next door questioning  [redacted] about my personal business of what I did with me benefits.  First of all I had already told the office manager during my exam visit for my contact lens exam on 8/30/14 that I had gotten my glasses (in which I was wearing at the time) 8/23/14 from next door.  Because of her feeling the need to verify or question what I had already mentioned to her, leaves questions to my intergrity to the staff or employees (in which I had friendly contact with during my fitting and purchase of my eye glasses) at Eye Mart. As stated in the last paragraph she contacted my insurance carrier (Superior Vision) the same day, they could have easily verified my benefits and what was available. Isn't that the entire reason for customers to giving the insurance information before service?  This was just another tactic in slandering my character. What if I hadn't purchased my glasses from Eye Mart, then what extent would she have gone to track down information that could have easily been obtained from one phone call to my carrier?
3rd Paragraph from respondent was correct until she stated "we walked to the front counter and the young ladies explained that she would need to pay the $100.00 speciality fit."  I walked up to the front counter alone.  While the young lady that had initially set my appointment for 8/30/14 and told me that I would only have to pay the $25 difference of my co-pay, was then telling me that my bill was around $214.00, that is when both the doctor and the office manager came around the corner and was at the inside counter. I was asking the young lady, what is the $214 for? I explained she told me I would only pay for the co-pay difference of $25.  She was explaining the exam was $100 and the contact lens was $100 plus because of the mono vision prescription I would have separate boxes to purchase.  That is when both the doctor and the office manager chimed in making a statement saying "that I not young anymore, and because of me being of over the age of 40 that things change.... and I then immediately asked her to stop by placing my hand up, and replied "she could speak for herself about not being young anymore" and the office manager stated, no "I didn't mean it like that".  I then ignored her, and asked if I could come back behind the office door to further discuss my bill, because I felt uncomfortable about her making a comment about my age and also trying to get understanding of my bill.  At that point is when both the doctor and the office manager left the area. In her own statement of mentioning that they stated "we all grow older and our bodies change", tell me what does my body have to do with an eye exam? Her statement about telling me about bi-fols doesn't make sense.  Why would there be a need to discuss bi-fols when I have already had my prescription filled for my glasses.  I was there for an contact lens exam.  It was a totally inappropriate and unprofessional comment made in the presence of other customer in which I am still offended! While trying to discuss my bill with the young lady, and deciding that I was not going to pay for the contact lens at that point, I would wait and see once my insurance was to role over on September 1st that it would be covered to purchase them then.  Another co-worker rudely interrupted stating that " I just needed to pay the $100 for the services rendered today.  By that time I was totally frustrated and did not want to cause a scene in the office, and decided to pay the $100 and would handle my complaint in a more professional manner over the phone.  The statement by the respondent has been twisted. When the statement I made which was "Why would I have scheduled an appointment so close together, if I wasn't told that I would only have to pay $25 when my insurance starts September 1st, I could have waited until then.  I wasn't expecting to pay anything over $25 today, because that is what I was told" 
Last paragraph by respondent stated she received a phone call from me later that day, which is correct.  At this time is the ONLY time I ASKED  if my insurance could be charged for the service of the contact exam since it was to begin again on September 1st, because once again, I was told I would only have to pay the $25.00 difference for the exam not $100.  That is when it was stated that it would be insurance fraud because of the date of service was 8/30/14 and not 9/1/14.  I understood, but then stated that if I had of known I would be charged more than what was stated of $25, I would have waited 2 days later,  Her insinuating that she repeatedly told me about insurance fraud as if I was trying to continuously persuade her to do something illegal as stated in her response "and then asked me to submit the insurance after September 1st when her insurance comes into affect, I refused. Once again telling her I will not commit insurance fraud no matter how much she threatens me with calling the Revdex.com." I resent that statement completely, because once she explained to me the first time, I understood and focused on her still taking responsibility for her employee.  She is correct that yes I was unaccepting of her apologizes and even more so now, because she lied and is defaming my character.  I asked her to only take responsibility for the actions of her employee that had given information that was then changed once the service was rendered. 
It was no threat to contact Revdex.com, it was a fact. Why would I contact Revdex.com and go to this length to rectify a wrong when SUPPOSELY  I was trying to have someone do wrong as well, by insisting (according to the respondent) to have them commit fraud? It makes no sense. I only want to be treated fairly and not taken advantage of.  There are laws in place to protect consumers, such as myself, such as HIPPA for instance.  I have received the $25 check will not be redeemed until this is settled with the return of the additional $50 that I feel is owed to me.  If the respondent didn't feel they had done anything wrong, as she stated in our initial conversation, in which she stated "she would not be refunding any money", why now was a check sent?  I only ask that they do what is right, and train their employees not to give out false information to customers, especially "NEW" customers.  Word of mouth is the best type of advertisement, and you never know who your are mistreating or trying to take advantage of.  Treat people the way you would like to be treated...especially by starting with telling the TRUTH! 
Regards,
[redacted]

The doctor was very rude to my children and was rushing them to finish doing their eye exams. Proceeded to tell my daughter that she was not going to fool her into prescribing glasses for her. My youngest daughter was having trouble focusing in on the letters on the eye exam and she told her to hurry up because she should already know the letters on the eye chart. she said my kids were probably lazy like the rest of the kids that visit her office and play on the computer all day.