Family Eye Care

We received your complaint [redacted] ) this morning and are taking this complaint very seriously I spoke to Ms [redacted] yesterday and as a consumer understand her frustration, I offered her a discount on the glasses she ordered or try to work something out We first tried to adjust her glasses in the office, which is not a unusual thing to do, after several attempts the glasses were sent back to the lab We have spoken to our lab several times regarding the issues she was having and reported back to the patient what we were told by our Lab I believe we tried our best to have these glasses repaired and new lenses were being made, I can only go by what the lab informed us was they had to order new lens from their source and once received would make her new lens A refund will be sent out to Ms [redacted] , Sincerely, [redacted] Office Assistant

In response to Mr [redacted] Mr [redacted] was given a Fundus Photo test This test is performed prior to seeing the doctor When a patient is in the exam room with the doctor, if on initial exam of the patient, the doctor sees something that indicates further exploration the doctor will look at the photos to examine the nerve ending and retina for any other irregularities This test is not billed on every patient in our office as each patient is different If the Doctor does not need to view the Retina photos she will not look at them or bill them As to Mr [redacted] 's child, photos would have been taken and not billed since her initial exam did not warrant a study of the photos Mr [redacted] 's insurance company did contact the office the same day his complaint was made to the Revdex.com and after talking to his insurance company they agreed we billed him correctly and would be contacting the patient We try to give our patients the very best eye care and hope this issue can be resolved

Complaint: ***
I am rejecting this response because: This is a complete lie since the test was done BEFORE any information was given to the doctorIn addition no information was giving to me as a patient as to what the doctor may have been concerned about to warrant an "uncovered" testthe communication I had with the doctor in the examination room was that "everything looked fine" and while the test was not done on the last appointment with my child (by my wives request) the assistant still attempted to preform the test on my child until corrected by my wife who was sitting in the room with herthe assistant response was "oh sorry its a habit" showing that this test is performed not by the request of the doctor but as a way to make money with useless testI have been in communication with my insurance to make a formal complaint as well as look to take actionthe insurance agent told me once I complete my complaint they will look to see how often this office "recommends" this testI'm sure they will find that they do this with all patients.
Sincerely,
*** ***

To Whom It May Concern
Mr*** and his family were seen by DrZ***. It is our practice at time a new patients make a appointment to explain Drdoes a medical eye exam, if the Drsaw anything medical the medical insurance would be billed. Dr
Z*** did see something that indicated she wanted to do a Fundus Photo, to see if this warranted any further diagnostic testing. This test was not performed on his children, only he and his wife. I can not reveal any medical information on these patients but the doctor would only do the testing if the patients mentioned something or she saw something that needed further examination. The insurance requires the doctor to document any findings.Mr*** also mentioned he was asked for his medical insurance card. Mr *** has two vision policies, one required when a claim is sent in we send in a copy of the patients medical insurance card accompany the claim or the claim will not be processed, this is not our policy but the insurance policyAny further question please contact the office
Thank you

In response to Mr***. Mr*** was given a Fundus Photo test. This test is performed prior to seeing the doctor. When a patient is in the exam room with the doctor, if on initial exam of the patient, the doctor sees something that indicates further exploration the doctor will look at the photos to examine the nerve ending and retina for any other irregularities. This test is not billed on every patient in our office as each patient is different. If the Doctor does not need to view the Retina photos she will not look at them or bill them. As to Mr***'s child, photos would have been taken and not billed since her initial exam did not warrant a study of the photos. Mr***'s insurance company did contact the office the same day his complaint was made to the RevDex.com and after talking to his insurance company they agreed we billed him correctly and would be contacting the patient. We try to give our patients the very best eye care and hope this issue can be resolved

An error in billing occurred when our field
tech failed to remove incremental billing elements for work that was not
performed Once identified, these
charges were removed from the customer bill with our apologies. (Note: We have reviewed billing to avert any such similar errors in
the future.) All other
charges were appropriate in accordance with industry standard pricing and
reviewed and approved by the customer's insurance carrier for all work
performed. All billing information is sent directly to
the insurance company and subsequently sent to the customer when finalized upon
request Additionally, PCR addressed the customer’s
specific questions with a clearly detailed explanation of questioned charges
and credits. During our investigation, we were informed
that the customer’s cancellation was not related to work performed by PCR and
that any potential loss of income should be addressed with the insurance
carrier if applicable based on policy. Preferred Choice Restoration staff and management
have made numerous calls and communications prior to and after the Revdex.com complaint
with no response from the customer. We are
happy to resolve this matter in it's entirety if only the customer would respond.The entire bill is $7,966.94, less
billing error credit of $545.23. Amount
due is $7,421.41 (Cust Bal$6,+
pending check endorsement (customer) of insurance check of $574.75.)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

We received your complaint [redacted]) this morning and are taking this complaint very seriously .  I spoke to Ms. [redacted] yesterday and as a consumer understand her frustration, I offered her a discount on the glasses she ordered or try to work something out.  We first tried to...

adjust her glasses in the office, which is not a unusual thing to do, after several attempts the glasses were sent back to the lab.  We have spoken to our lab several times regarding the issues she was having and  reported back to the patient  what we were  told by our Lab.  I believe we tried our best to have these glasses repaired and new lenses were being made, I can only go by what the lab informed us was they had to order new lens from their source and once received would make her new lens . 
A refund will be sent out to Ms [redacted],.
Sincerely,
[redacted]
Office Assistant

She was told on the phone to bring her glasses in to be fixed.  When she arrived at the office the glasses were not able to be repaired.  Our technician ordered glasses through the state insurance.  When the order was reviewed our billing departmentrealized that she was 19 years old...

and would not be eligible for free eyeglasses through the state.  The patient was called and we let them know of our mistake and they were offered a different pair of glasses at a package/reduced price of $80.Since she is 19 years old the state will not cover a pair of prescription glasses for her, therefore she would have to pay for them.

This has been resolved by issuing credit to the customer.

To Whom It May ConcernMr. [redacted]  and his family were seen by Dr. Z[redacted].  It is our practice  at time a new patients make a appointment to explain Dr. does a medical eye exam, if the Dr. saw anything medical the medical insurance would be billed.  Dr. Z[redacted] did...

see something that indicated she wanted to do  a Fundus Photo, to see if this warranted any further diagnostic   testing.  This test was not performed on his children, only he and his wife.  I can not reveal any medical information on these patients but the doctor would only do the testing if the patients mentioned something or she saw something that needed further examination. The insurance requires the doctor to document any findings.Mr. [redacted] also mentioned he was asked for  his medical insurance card.  Mr [redacted] has two vision policies, one required when a claim is sent in we send in a copy of the patients medical insurance card  accompany the claim or the claim will not be processed, this is not our policy but the insurance policy.Any further question please contact the officeThank you

In response to Mr. [redacted]. 
Mr. [redacted] was given  a Fundus Photo test.  This test is performed prior to seeing the doctor.  When a patient is in the exam room with the doctor, if on  initial exam of the patient, the doctor sees something that indicates further exploration  the doctor  will look at the photos to examine the nerve ending and retina for any other irregularities.  This test is not billed on every patient in our office as each patient is different.   If the Doctor does not need to view the Retina photos she will not look at them or bill them.  As to Mr. [redacted]'s child,  photos would have been taken and not billed since her initial exam did not warrant a study of the photos.
 
Mr. [redacted]'s insurance company did contact the office the same day his complaint was made to the Revdex.com and after talking to his insurance company they agreed we billed him correctly and would be contacting the patient. 
 
We try to give our patients the very best eye care and hope this issue can be resolved.

The patient has been refunded the full amount charged on the credit card and her full insurance benefits will be reinstated.

Review: Before purchasing a $100 voucher from Deal Current, I went to Family Eye Care to be sure voucher could be used. The associate [redacted] assisted me, made a call, and said yes, I could use the voucher. Just bring it in when picking up my husband Scott's glasses. I went home and purchased voucher. Scott took it when he went to pick up glasses, and was told it would take about 2 days for the credit to show. When it didn't credit us in a few weeks, I called and got the run around and was told only the manager could process the credit. She never returned my 2 calls that day. My husband and I called twice again that day. A doctor called us back at the end of the day and said the voucher could not be used toward our purchase and it was only for $50 anyway, but would apply $50 to next purchase. We will never have a next purchase there. Anyway, I have a receipt for voucher, which shows it is indeed $100, but regardless, I was told by [redacted] to bring it in and it was a coupon we could use only to be told by the Doctor it cannot.Desired Settlement: would like the $100 credit applied to purchase as I was originally told would happen

Business

Response:

This has been resolved by issuing credit to the customer.

Review: My wife, 4 children, and I scheduled to have routine yearly examinations at this office as new patients. We are new to the state so used our insurance website to find this "doctor". At the appointment I was asked for my Medical insurance card at check in, which I have never been asked for by any eye doctor for the 19 years I have been wearing glasses but complied without thinking wrong of it because it was new insurance. I then has standard exams for 5 or the 6 family members and left with no talk of any special tests being needed, or done. a few week later I receive a bill from the office as well as a statement from my MEDICAL insurance that the office had done a test that was not covered because it was deemed not necessary for a standard examination with no signs of medical issue. I then called my Vision insurance to ask why the charge was sent to my medical insurance and the reply from them was that the only reason a doctor should do that is if they find a medical problem during the examination and special tests are needed. My wife asked someone at Family Eye Care and was told they don't need our permission to do any test because the doctor can deem in necessary for any reason. This is a complete scam by this office and to do 5 unnecessary and uncovered test 3 being on children is a sad attempt to make extra money from unsuspected customers.Desired Settlement: I do not want to be charged for a test that was not needed and I did not give permission to be done. I want the charges removed from all of my bills.

Business

Response:

To Whom It May ConcernMr. [redacted] and his family were seen by Dr. Z[redacted]. It is our practice at time a new patients make a appointment to explain Dr. does a medical eye exam, if the Dr. saw anything medical the medical insurance would be billed. Dr. Z[redacted] did see something that indicated she wanted to do a Fundus Photo, to see if this warranted any further diagnostic testing. This test was not performed on his children, only he and his wife. I can not reveal any medical information on these patients but the doctor would only do the testing if the patients mentioned something or she saw something that needed further examination. The insurance requires the doctor to document any findings.Mr. [redacted] also mentioned he was asked for his medical insurance card. Mr [redacted] has two vision policies, one required when a claim is sent in we send in a copy of the patients medical insurance card accompany the claim or the claim will not be processed, this is not our policy but the insurance policy.Any further question please contact the officeThank you

Consumer

Response:

Review: [redacted]

I am rejecting this response because: This is a complete lie since the test was done BEFORE any information was given to the doctor. In addition no information was giving to me as a patient as to what the doctor may have been concerned about to warrant an "uncovered" test. the communication I had with the doctor in the examination room was that "everything looked fine" and while the test was not done on the last appointment with my child (by my wives request) the assistant still attempted to preform the test on my child until corrected by my wife who was sitting in the room with her. the assistant response was "oh sorry its a habit" showing that this test is performed not by the request of the doctor but as a way to make money with useless test. I have been in communication with my insurance to make a formal complaint as well as look to take action. the insurance agent told me once I complete my complaint they will look to see how often this office "recommends" this test. I'm sure they will find that they do this with all patients.

Sincerely,

Business

Response:

In response to Mr. [redacted]. Mr. [redacted] was given a Fundus Photo test. This test is performed prior to seeing the doctor. When a patient is in the exam room with the doctor, if on initial exam of the patient, the doctor sees something that indicates further exploration the doctor will look at the photos to examine the nerve ending and retina for any other irregularities. This test is not billed on every patient in our office as each patient is different. If the Doctor does not need to view the Retina photos she will not look at them or bill them. As to Mr. [redacted]'s child, photos would have been taken and not billed since her initial exam did not warrant a study of the photos. Mr. [redacted]'s insurance company did contact the office the same day his complaint was made to the Revdex.com and after talking to his insurance company they agreed we billed him correctly and would be contacting the patient. We try to give our patients the very best eye care and hope this issue can be resolved.

Review: I purchased a pair of glasses from Family Eye Care on November 21, 2013. I paid over $400.00 for them with my insurance discount. I still do not have them! March 5, 2014. There was a problem with the frame being back ordered and then after I called each week for nearly a month they decided to send the sample frames to the lab for the lenses.The glasses were picked up in mid January. The lens kept falling out and I was back into the office four times trying to get the frames to fit and the lens adjusted. After the glass kept falling out I insisted they be sent back to the lab. Never to be seen again. That was the end of January and I am still waiting for glasses to come back from the lab.I have heard the lens has to be ordered, the snow storms delayed, holidays and they needed to get frames and it would be another week and another week. I called weekly and was on hold why they tried to come up with some sort of excuse as to why the glasses were still not ready. I have been as patient as I can be but I feel that there is no excuse and no customer service. I called the office today and now the lens have to be ordered again? I told them I do not want the glasses and I am tired of excuses. There is a problem with the lab at least that is what they want you to believe.I want my money back now and do not want the glasses from them or the lab which is in [redacted], Connecticut.Desired Settlement: Full refund

Business

Response:

We received your complaint [redacted]) this morning and are taking this complaint very seriously . I spoke to Ms. [redacted] yesterday and as a consumer understand her frustration, I offered her a discount on the glasses she ordered or try to work something out. We first tried to adjust her glasses in the office, which is not a unusual thing to do, after several attempts the glasses were sent back to the lab. We have spoken to our lab several times regarding the issues she was having and reported back to the patient what we were told by our Lab. I believe we tried our best to have these glasses repaired and new lenses were being made, I can only go by what the lab informed us was they had to order new lens from their source and once received would make her new lens .

A refund will be sent out to Ms [redacted],.

Sincerely,

Office Assistant

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,