Kansas Paving

Dear Mrs [redacted] , Thank you for bringing this issue to our attentionIt is my understanding that you have brought this issue to the office manager and they have investigated the insurance claim and the reasons for the claim denial with respect to the frame you selectedNationwide Vision is 100% committed to patient satisfactionThe claim authorization received from ***, your insurance carrier, included benefits for both frame and lensesAs you know, with all insurance claims, providers will file the claims with the reasonable expectation that the claim will be paid to the provider, Nationwide Vision in this case, as authorizedIf for any reason, the Nationwide does not receive the claim reimbursement from ***, the patient is responsible for the unpaid amount of the claimThat said, it seems reasonable in this case that an error has occurred in the claim authorization process either by miscommunication, since this was a verbal authorization from ***, or [redacted] has denied the claim for some reason not yet statedAs of this response, I have contacted the billing department and asked that they rescind any outstanding balance of claim with respect to the amount owedIn good faith, we will investigate the issue further and determine the reason for the claim denial from ***On behalf of Nationwide Vision, we apologize and regret any grief this issue may have causedAs the #provider of eye care services in [redacted] , we are proud not only of the service we provide but of our A+ rating with the Revdex.comWe are excited about our [redacted] office and hope that you will find our solution satisfactoryIf we can be of any additional service please allow our team to assist youSincerely, Nationwide Vision

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me Regards, [redacted] ***

Four of six documents have been attached to this responseDocuments five and six will be submitted separatelyPlease put them in numerical orderI believe the documents show that I do not owe Nationwide Vision any money [redacted]

Nationwide says they let me keep the pair of glasses for the loss of my lenses which "is not true" nationwide also says the Kingman office will work with me & take care of this This is "not true" I will explain how it really is.My "glass" lenses that were not returned cost $ The clear "plastic lenses I ordered were not cut to fit the frames properly & fell out The dark tinted plastic lenses were to be as dark as the glass lenses in my frames They were not Nationwide could not match them but made them the color "they thought" would be okay & they do not fit my frames properly either They should have called & told me they couldn't make them as dark as I wanted & like my currant glasses were that they were to match & I would have cancelled my orderMy frames & lenses I sent to them were good & are my currant glasses If they were not good frames Nationwide would not have taken them & tried to put lenses in them Nationwide agreed to refund my $for these pair of glasses that are messed up The 3rd pair of glasses they are SAYING that they are 'ALLOWING ME TO KEEP is a pair of reading glasses & frames that Health Choice New Generations paid for" They aren't giving them to me because of my lost lenses ! The office manager cannot help me as Nationwide says she will in their letter The manager already told me that Nationwide cannot tint the glass lenses like (mine) the ones they did not return, "they cannot do the process it requires" & that her supervisors & the district manager said the higher up at Nationwide said "THERE IS NO WAY THEY WILL REFUND ME MONEY OR TO PAY ANOTHER EYE GLASS COTO MAKE MY LENSES THEY DID NOT RETURN." This is why I have contacted the Revdex.com I do not understand why Nationwide has a problem paying for something THEY LOSTMy frames & glasses were good enough to send in when I ordered them but now Nationwide says my frames aren't any good Nationwide is in the wrong, "they messed up & did not return my glass lenses." The two pair of glasses in the frames are my currant glasses & nothing was wrong with them I am very unhappy with the way I have been dealt with at Nationwide They cannot make the lenses like the ones they did not return & I have been without my glasses since Sept16, I should not have had to contact Revdex.com I do not want to do business with Nationwide anymore TO RESOLVE THIS : I want a refund for the $for the glasses that were messed up & a refund for the amount of the quote I got for $to replace the glass lenses that were not returned so I can go to another company to have my glasses made When I got my quote they said my frames were fine & they would put the lenses in for me This problem could have been resolved by giving me a refund weeks ago & I wouldn't have had to deal with the head aches, incovience, & stress of not having my glasses all of this time, & wouldn't have had to ask Revdex.com for help in getting this problem taken care of

Sept'17: Yesterday late afternoon I received a call from a anonymous number from a woman who claimed she was with Nationwide VisionShe apologized for my not receiving my refund and said I could pick it up before 7pmI told her tomorrow (today) was soon enoughYet I chose to call 1stminutes ago and they knew NOTHING about refunding my moneyI was told to call the assistant manager tomorrowEnough is enough of thisBTW I do not see a response/solution from this business anywhere in here

Nationwide Vision has previously addressed the issue detailed hereinIt is our understanding that this issue was resolved on or about the last noted day in questionIf there is any remaining issue that needs a solution, please let us know by contacting the Director of Clinical Services for Office at 480-961-Dial "0" for the operatorNationwide Vision sincerely apologizes for the untimely return of your callThis issue has been addressed and redirected for continuous reviewThank you for your understanding

Thank you [redacted] for the opportunity to address this for youI apologize for the manner in which you were treatedAs you know from previous experiences, it is always our goal to make sure we meet and exceed all your expectationsClearly we did not achieve that hereI will address this issue with the District Manager and have her reach out to youI'm sure we can satisfy any concerns you haveThank you for the opportunity to correct the matter by reaching out to usIf you have any further concerns or do not hear from us soon, please contact the Nationwide Vision Corporate Headquarters at 480-961-Ask for the District Manager of the Prescott area locationsAgain, thank you for giving us a chance to make it right- Have a great day!

Thank you for making us aware of your concernI can assure you that we will reach out to you asap to assist you in resolving this matterDue to privacy regulations I cannot detail those actions here but I do believe we have identified the location you went to in our recordsThe District Manager has been made aware of this notation and will reach out to you personallyIf you do not here from her within business day please call the Nationwide Vision Corporate Office at [redacted] and dial Ask to speak to the District Manager of the location you went to and they will put you through to herOnce again- thank you for reaching out to us though the Revdex.com web pageCustomer Satisfaction is always our top concern- Nationwide Vision

Thank you for the opportunity to address your concernI have communicated your request to the office indicatedA representative will contact you to determine the information needed to solve your needsProper communication of services are very important to us and I consider it our responsibility to make sure patients are served to the best of our abilityIf the patient in question was indeed eligible for services on May 20, we will gladly fulfill your requestPlease understand that often there is an amount due for replacement services that must be collected before services can be renderedThis is usually the only reason that service may be delayed once authorization is obtainedOur office representative will communicate that information to you once we can determine the status of your sons' insurance on May I apologize for any miscommunication on the part of Nationwide Vision and hope that we can resolve any concern very quicklyI will be updated by the office once you have been contact to assure a timely resolution

Thank you [redacted] , It is our understanding that the confusion has been rectified and that associates are expediting the situationWe apologize for any inconvenienceThis was most certainly a recording error on our partWe appreciate you bringing this to our attention and deeply regret the time delay caused as a resultWe will make this right for youIf you need any further need to speak to someone other than the office manager, please call the District Manager at the Nationwide Vision Corporate Headquarters 480-961-1865- dial for the operatorThank you again for your patience

Thank you for bringing this matter to our attentionWhile it is true that there is a fee for contact lens prescriptions, it is part of the contact lens benefit in most casesBilling for the fitting fee through your insurance, however, would essentially "use" your benefit even though you are entitled to more than just the fitting feeThis policy is set in agreement with the insurance carrier and designed to protect your entire benefit."Trial" or "Diagnostic" contacts are dispensed only when the Doctor requires a return visit to check the contacts for fit, Prescription and any other concerns resulting from a change in brand, fit or RxTrial lenses are not dispensed on a FINAL Rx since there is no need to be seen by the Doctor againShould you have any concern with your new contacts after purchase, the Doctor will always be happy to see you again (covered under your initial fitting charge) within days to make any changes if necessaryYour satisfaction is always our chief concern.If you would feel more comfortable getting a trial pair for the Doctor to look at we can certainly accommodate youMost reputable establishments understand that from time to time a patient may have their Rx changed by their Doctor even after a FINAL Rx has been givenIn these cases, assuming the box of contacts has just pair missing, returns for full value are acceptedNationwide Vision extends that courtesy to all patients who purchase their contacts with us even if they didn't get their exam with one of our DoctorsI will have the office manager order a trial pair in the Rx dictated by the DoctorThe Manager will call you directly to set up an appointment to try the lenses and have the Doctor give you the ok to order at a place of your choosingManagement will directly address the customer service concerns about this matter with the teamThank you for your understanding and bringing this to our attention

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the initial response made by the business in reference to complaint ID [redacted] and will await the companies investigation results Regards, [redacted]

Dear Mr [redacted] ,Thank you for bringing this to our attentionYour satisfaction our ultimate goalI have inquired into your situation and have been informed by the office manager that your glasses arrived on our about 7/after several delays that prevented a more timely deliveryWe pride ourselves on our service and excellent delivery times on glasses and other services we provideClearly your experience does not reflect that missionI have initiated an inquiry as to the reasons behind the delayIt is my understanding that the office manager has left you a voicemail at a number different than the one we had recordedPlease accept our apologies for any error on our part but please also confirm the original phone number on recordI suspect we have made an errorIf we can be of any further assistance, the office manager has been instructed to extend the courtesy necessary to make sure you are pleased with your glassesOnce again, thank you for bringing this matter to our attentionNationwide Vision

Thank you for bringing this to our attentionI agree that the time frame for this claim to be negotiated has long pastWe will contact our billing/collections agent and have the claim forgiven with no further obligation on your partPlease accept our apologies that this matter was not expedited more quicklyI assure you that our agent will not employ any "collections" activities hereonIn the event you receive any correspondence further, feel free to call the number on the letter and confirm that the account has been closedThank you, again for bringing out attention to this matter.Nationwide Vision

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] I was contacted today by Seth at Nationwide VisionI went to where I bought the glasses on Tatum Blvd Seth was super nice, he took care of me and everything is straightened out I want to thank Nationwide Vision and especially Seth [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me Regards, Amanda D***

Thank you for bringing this matter to our attentionWhile the exchange of personal information is prohibited on this site, I can assure you that quality and service are extremely important at Nationwide VisionWe will look into the concern regarding the delayed or erroneous payment from your insurance company that resulted in the collectible amountGenerally these issues are solved in a timely mannerA billable amount uncollected from several months ago does raise a concernWe will get back to you on thatAs far as your eyewear is concerned, if there are any obvious defective materials Nationwide Vision will replace or repair these items in a timely mannerPlease contact the office you purchased them from and they will behave accordinglyWe will make the office aware of your concern so they can be properly preparedIf you have any further concern, please contact the Nationwide Vision Corporate Headquarters and ask for the District Manager of that locationI am confident you will be satisfied with the resolutionThank you again for letting us know of your concern

Dear Ms [redacted] ,I apologize for any confusion regarding the dispensing of the care kitIf the kit has been returned you are absolutely entitled to a refund per company policyWe will see to it immediatelyOur District Manager for that location will call you today to expedite your refund Please discuss your wearing schedule with your OptometristThe Doctor will clear up any confusion there may be about day wear lenses and proper cleaning and disinfection of these typesThank you for your understanding Nationwide Vision

Dear Sir- While it is true that frames cannot generally be returned once they have been "used" it is also assumed that you should be happy with the purchase when solving a needSince this frame does not meet that expectation I have instructed the office to accept the return and refund the purchase upon receipt of the frameAssuming the frame is in proper order (not damaged), the office will call you to process the refund via phoneNationwide Vision does not restock frames but we can donate them if appropriate to do soThank you for your business- I hope we can help you in the futureNationwide Vision

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]