Kansas Paving

Thank you for bringing this to our attention. I agree that the time frame for this claim to be negotiated has long past. We will contact our billing/collections agent and have the claim forgiven with no further obligation on your part. Please accept our apologies that this matter was not expedited...

more quickly. I assure you that our agent will not employ any "collections" activities hereon. In the event you receive any correspondence further, feel free to call the number on the letter and confirm that the account has been closed. Thank you, again for bringing out attention to this matter.Nationwide Vision

Nationwide Vision is attempting to reach out to the patient today....

Thank you for bringing this matter to our attention. While it is true that there is a fee for contact lens prescriptions, it is part of the contact lens benefit in most cases. Billing for the fitting fee through your insurance, however, would essentially "use" your benefit even though you are...

entitled to more than just the fitting fee. This 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 Rx. Trial lenses are not dispensed on a FINAL Rx since there is no need to be seen by the Doctor again. Should 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 60 days to make any changes if necessary. Your 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 you. Most 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 given. In these cases, assuming the box of contacts has just 1 pair missing, returns for full value are accepted. Nationwide 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 Doctors. I will have the office manager order a trial pair in the Rx dictated by the Doctor. The 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 choosing. Management will directly address the customer service concerns about this matter with the team. Thank 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]

Hi [redacted]- Thank you for bringing this to our attention. I apologize for any confusion this may have caused. I have initiated a retraction of the balance for your account. While I cannot comment specifically on your invoice, billings such as these normally indicate a balance due resulting from...

an inadequate payment, for some reason, from the insurance company. Generally, as you know, customers are responsible for any balance due from claims filed in "good faith". However, I also feel it is the providers responsibility to notify a customer in a timely manner to rectify any issues. I feel at this point the claim should be forgiven due to a lack of timely notification. We appreciate your business and hope we can continue to serve you in the future. We are happy your experiences to this point have been pleasing and I hope our "correcting" of your service concern reassures you that your satisfaction is our TOP priority.

Nationwide says they let me keep the 3 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 $700.  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 order. My 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 $139 for these 2 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 CO. TO 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 LOST. My 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 Sept. 16, 2015 .  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 $139 for the glasses that were messed up & a refund for the amount of the quote I got for $394.40 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.

Dear Ms [redacted] Thank you for bringing this matter to our attention. I apologize of behalf of Nationwide Vision, for the confusion. You are correct- the team member at our Bullhead City office should have let you know that the lab will not do warranty work without the return of the product. Simply...

put, the item under warranty must be recovered to validate the replacement order. The warranty does not cover lost or missing items as you can imagine. The product you purchased is among the finest of its kind and should perform superbly under normal handling. I am concerned that you did not receive this expected experience. I show that these glasses were purchased in February 2015 (not Fall 2014)- Please correct me if my information is in error. This means that you have an estimated 6 more month remaining on the warranty for this product. Nationwide Vision cares about the performance of its products and works very hard to provide options to serve all our patients' needs. If for any reason these new lenses fail in performance under normal wear over the remaining 6 months of the warranty term, we will happily waive the "co-pay" and replace the lenses at no cost you, 1 time before the warranty term expires. I hope this is satisfactory for your needs. Please contact Nationwide Vision Corporate Headquarters if any further clarification is needed. [redacted]I have forwarded a copy of this to the office for placement in your file. Again, thank you for bringing this to our attention. Sincerely- Nationwide Vision

Nationwide Vision deeply regrets the inconvenienced caused by this situation. Nationwide Vision values our customers and aims to service each one as best we can. Clearly, the optician should have recognized the product and the regulatory limitations the manufacturer places on it. Nationwide Vision...

will not manufacture any product unless authorized to do so by the vendor. Though we did comply by stopping the order, it was at a cost of your disservice. We apologize for failing to meet your needs and the delay it took to retrieve the product. Thank you for bringing this matter to our attention. We will behave accordingly and address our teams appropriately. It is my understanding that your frame has arrived and is ready for you to retrieve. If we can be of any further assistance- please reach out to the District Manager of the office (###-###-#### Dial Zero for the operator) and we will attend to your needs as soon as possible.

Four of six documents have been attached to this response. Documents five and six will be submitted separately. Please put them in numerical order. I believe the documents show that I do not owe Nationwide Vision any money. [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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Thank you for bringing this matter to our attention. We completely agree that receiving a bill so long after the purchase is indeed an unreasonable expectation. We have directed the billing dept to rescind this charge due as soon as possible. You may call the number on the statement to check action...

on your record early next week. If for any reason the amount due has not been cleared, please ask for a supervisor immediately. Nationwide Vision will continue to assure that its practices and claims filings are in line with expectations and resolve any issues in as timely a manner as possible. While claims filings are often delayed for a number of reasons, those extending beyond a year are clearly outside those expectations. Please let us know if we can be of further assistance.

Dear Ms [redacted],I apologize for any confusion regarding the dispensing of the care kit. If the kit has been returned you are absolutely entitled to a refund per company policy. We will see to it immediately. Our District Manager for that location will call you today to expedite your refund....

Please discuss your wearing schedule with your Optometrist. The Doctor will clear up any confusion there may be about 30 day wear lenses and proper cleaning and disinfection of these types. Thank you for your understanding Nationwide Vision

7 Sept. '17: Yesterday late afternoon I received a call from a anonymous number from a woman who claimed she was with Nationwide Vision. She  apologized for my not receiving my refund and said I could pick it up before 7pm. I told her tomorrow (today) was soon enough. Yet I chose to call 1st. 10 minutes ago and they knew NOTHING about refunding my money. I was told to call the assistant manager tomorrow. Enough is enough of this. BTW I do not see a response/solution from this business anywhere in here.

[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.I have contacted my eye care company and have been told that they were able to retrieve the damaged lens. As soon as I hear from Nationwide I will see what the next steps are. I can provide a copy of my receipt as soon as I pick my glasses up.
Regards,
[redacted]

Thank you for bringing this matter to our attention. We will engage the billing dept 1st thing today and get the resolution settled appropriately. I apologize for the delay and lack of communication from our team. When errors or concerns such as these occur, proper communication and making sure...

there is a full understanding of what has and will occur is the key to resolving the issues. Once again, thank you for reaching out to us via the Revdex.com.

Dear Ms Bostic,  We apologize for any confusion. While I cannot explain why you do not see the original response posted here, I will assure you that the office is fully prepared to refund the fees discussed. The District Manager who contacted you before will reach out to you again. When you go to the office in question, simply ask for the Manager on duty and they will gladly handle your refund... Thank you again for bringing this matter to our attention. Please contact the District Manager at the Nationwide Vision Corporate Headquarters directly if you have any question at any time.

[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[redacted]

Thank you for allowing Nationwide Vision to hear your concern through the Revdex.com. We apologize for the difficulty you experienced. Nationwide Vision will happily accept existing frames with the understanding that we cannot be held responsible for the integrity of frames previously used or not purchased...

through Nationwide. We do, however, fully expect that, in doing so, customers will receive their glasses in a manner appropriate to their desires. If we cannot deliver on that promise we will refund the customer their purchase amount. While I cannot explain why the lenses were not returned as requested with the order, it is my understanding that in addition to the refund granted, Nationwide Vision allowed you to keep the manufactured product of all 3 pair free of charge as compensation for the missing lenses and that this resolution was suitable to you. Please accept my apologies if our information is in any way inaccurate. Your ultimate satisfaction is always our goal. If you are no longer happy with this resolution I would like to invite you back to the office for a resolution. The office manager is fully empowered to assist you in this process which will include complete replacement of the purchases in question, including new frames at no charge to you. She may also discuss alternative to this if it is your choosing. We have instructed the office to call our customer service desk at any time if necessary to assist you. Thank you again for allowing us to respond...  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]

Hello [redacted] 
Thank you for allowing me the opportunity to clarify our response. Please call us at [redacted]nd ask to speak to me if this response is in any way  unclear OR satisfactory. While the Revdex.com is an excellent resource for both consumers and providers to resolve concerns, it cannot replace the benefit of you and I talking to each other. We are however respectful of the Revdex.com and obligated to respond through this resource if that is the method you choose. So- to hopefully be more clear- We will happily honor a free replacement of the lenses now AND anytime for the next 6 months if the lenses should be determined to be "defective". Defects refer to items similar to what you described. Of course scratches and damage are not covered as defective. I will however, at your request consider the lenses within the "paid" warranty period for 1 year from today under the normal terms of the warranty and any subsequent replacement of lenses due to normal wear and care. The warranty will charge a co pay for scratched or damaged lenses caused through routine wear and care. Effectively, this will "restart" your lens agreement, as you request, and give you the same provisions as a brand new pair of lenses. Please visit the location you received your service and they will take care of you. Again, call us if you need to discuss anything further. We hope this satisfies your concerns. Have a great day!