Eye & Vision Care

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: this is not my complaintI have no problem with [redacted] My complaint is against DrDimple K [redacted] at Eye & Vision Care in Fairfax, Virginia, [redacted] *, Fairfax, VA ***, ###-###-####, fax # ###-###-####Attached is my complaint.Thank you for your timePlease let me know what is going on with my complaint as she is still billing meThank you! Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: this is not my complaintI have no problem with [redacted] My complaint is against DrDimple K [redacted] at Eye & Vision Care in Fairfax, Virginia, [redacted] *, Fairfax, VA ***, ###-###-####, fax # ###-###-####Attached is my complaint.Thank you for your timePlease let me know what is going on with my complaint as she is still billing me.Thank you! Regards, [redacted]

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[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: this is not my...

complaint. I have no problem with [redacted]. My complaint is against Dr. Dimple K[redacted] at Eye & Vision Care in Fairfax, Virginia, [redacted], Fairfax, VA [redacted], ###-###-####, fax # ###-###-####. Attached is my complaint.Thank you for your time. Please let me know what is going on with my complaint as she is still billing me.Thank you!
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response...

because: this is not my complaint. I have no problem with [redacted]. My complaint is against Dr. Dimple K[redacted] at Eye & Vision Care in Fairfax, Virginia, [redacted], Fairfax, VA [redacted], ###-###-####, fax # ###-###-####. Attached is my complaint.Thank you for your time. Please let me know what is going on with my complaint as she is still billing me.
Thank you!
Regards,
[redacted]

Review: rec'd a $40 invoice for what I think is a Co-Pay for services from over a year ago. Its very difficult to determine if its really owed. According to invoices at time of service, all services were paid in full. This is not the first time I have had billing issues or services issues. Great doctor but staff doesn't have a clue. Dr. [redacted] has apologized to me in the past several times for the poor performance of her staff.

I have made contact in attempt to resolve this issue, however, they will not investigate on their end nor will have the doctor call me. Their billing and invoicing is so confusing, I have several different version from the same day.Desired Settlement: to remove the $40 charge from my account. And a statement stating such.

Review: I called Eye and Vision Care because I recently had an eye exam on 5/22/2014 and they gave me my prescription but the PD (Pupillary Distance) was not on there. So, I called today and asked if they could provide me the information and it was told to me that if I was not purchasing glasses at there location that I could not receive the information. Reading on FTC's website by law per section 456.2 it's against the law. What did I pay my co-pay for if I can not receive information that I am privileged to, it's my record. It should not matter whether or not I am purchasing from this store or not. If I could receive glasses from somewhere else for a reasonable price that is what I will do.Desired Settlement: I need to know can they hold back client information?

Review: I originally visited this office for a routine eye exam using my vision benefits through [redacted]; they insisted it should go through [redacted]. The staff was not properly trained and it took three people to finally pull up my profile. The doctor asked me to schedule a follow-up appointment. When I went to pay for the service, and ultimately charged me $159.00, which seemed too high. I called [redacted] to confirm the correct amount, did a 3-way conference call with the office manager (at that time) and it was agreed that I was overcharged and owed $82.40. I returned to the office for my follow-up and for the amount to be credited to my credit card. They did not once inform me, 1) when scheduling the follow-up appointment, 2) arriving for the follow-up appointment, 3) during the follow-up appointment, or 4) after the follow-up appointment that this was in fact a MEDICAL appointment and required a referral. As per the current office manager, they are required to decline services if a referral is not produced. They charged me $25.00 at that time. Six months later, I receive a bill saying they tried to bill the insurance without a referral.

5/28/2013 - called the optometrist office and spoke to [redacted], who said the office manager “might” call me back, but she's not sure and promises she will give him the message.

5/28/2013 - called the optometrist office (as I did not receive a call back) around 3pm spoke to [redacted], who transferred me to [redacted]. I explained to him that this was a FOLLOW-UP appointment and I was never informed that a referral was required nor was I told this is a MEDICAL appointment and not follow up. He stated that I did render the services, they took pictures of my eye and therefore I owe the money. When I told him the bill stated insurance denial, no referral, his tone changed. In the end, he said he can only give me two options: 1) obtain a back-dated referral from my PCP or 2) pay half the amount. I told him I will try to get a referral, but I will not pay the money since it is not my fault. During the whole conversation, he continuously interrupted me and talking over me, but I did not say anything.

5/28/2013 - called primary care physician, they said they cannot backdate a referral for 6 months ago. Called insurance company to see what they can do; representative said that I can submit an appeal, so she sent me the paperwork.

5/28/2013 - called the optometrist office and left a voicemail for [redacted] to call me back

5/29/2013 - no returned call back all day, so I called the office and spoke to a girl, who then notified [redacted], saying he was not in the office. He called me back and I tried to explain to him that I should not be paying this balance as it would have been paid by insurance had I been notified by your office that a referral was required. I made an appointment for a FOLLOWUP and not a medical, he started interrupting and talking over me. I asked him to stop interrupting and let me speak, but he said I've been talking for fifteen minutes and haven't given him a chance to speak although we were on the phone for less than ten minute, which I pointed out to him.

I let him know that this isn't the first time the office charged me incorrectly and I had to go back to the office for my refund (attachment). [redacted] stated that I came to the office to fight about the charge and I was in fact undercharged. I told him that I was NOT undercharged, I actually called [redacted] and asked them how much I should be charged and did a three-way conference call with the office manager at that time, who also agreed I was overcharged and refunded 82.40 back to my credit card.

He then responded saying, so you are saying you want receive the services for free and not pay anything? I asked him not to put words in my mouth and that I did not say anything of the sort. I repeated that I made the appointment and was never informed at that time that I needed a referral. I showed up for the appointment, again never informed of the referral. I paid for the appointment and never once was notified of a referral. Again, he continued to interrupt me and talk over, at which point, I asked him to stop and let me explain. He then said again I've been talking for fifteen minutes and didn’t let him talk. I asked him, is this how you treat customers? You speak to them rudely and sarcastically? This went on until he finally threatened saying he's not wasting any more time on this and sending me to collections.

I called back the number and a Sarah picked up. I tried to explain the situation to her to see if I can speak to a professional person who is not rude and sarcastic, and she said she can take a message but that she had to go because she had customers waiting for her.

I called back the number and this time [redacted] picked up. We went through the same conversation, where he was insisting it was partially my fault and I cannot expect to get free services, this is a doctor, she was nice enough to see me and take care of me and that I owe the money. He said the "logical" thing for me to do is pay 1/3 the amount and he will write off the rest. She was nice enough to see me and take care of me. I told him that is not logical if that is HER JOB and the fault of your staff. He again said he cannot waste any more time on this he has things to do. I asked him what office he works at and if there is someone else I can speak to, but he would not tell me.

I came to the office before 6pm and spoke to [redacted]. I explained everything to her. She stated the office has a high turnover rate, and that staff were not well trained. She continued to say that she can tell that I did not have a good experience speaking to [redacted], it can be tough and that maybe he was having a bad day. I told her that is not my fault that the staff is not trained to do their job. If I spoke to my customers the way he spoke to me, I would be in big trouble. She said she'll speak w/ **. [redacted] and call me back. When she called me back, she gave two options: 1) pay 1/3 the bill or 2) be sent to collections immediately and pay the collection fee as well as this amount. The doctor does not want to spend more time on this. I asked her is this how they run their business? I would like to speak to her, so she said she'll call the doctor again. She called back saying the doctor does not want to talk to customers, she does not deal with money, I have to speak to the office manager and that I will be sent to collections if I don't pay this today, they will not spend any more time on this. I told her, this is ridiculous that I get a bill six months later, call trying to resolve this for two days, no prior notification of the requirement for a referral and now I’m being threatened with collections? She told me that this file will be on her desk until 9am and will not go to collections until then, so I can decide at that time if I will pay this amount.

5/30/2013 – I called my insurance company to see what can be done from my end. They said that they cannot accept a current-dated referral. If I were to submit an appeal, they would only pursue it if it was the Primary care physician’s fault, which in this case, it was the Optometrist’s fault. I called **. [redacted]’s office again requesting [redacted] to call me at 9:32 am. No phone call. I followed up with another phone call at 10:58 am. Still no phone call (12:26 pm).Desired Settlement: The staff was not trained in their job, they did not once request a referral at time of scheduling the appointment or when I showed up for the appointment. They could have notified me that entire week between my first visit and the scheduled FOLLOW UP visit but did not. This would have given me a chance to obtain the referral. Now the office has a new staff (high turnover, untrained). They should not charge me this amount as it is their responsibility to request a referral or deny service without a referral.

Business

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Consumer

Response:

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Review: [redacted]

I am rejecting this response because: