Little Critters

Revdex.com spoke with the business owner by phone to provide additional clarificationHe stated that he has serviced the unit for the past years onlyHe did not have a standing agreement or contract with the customer, and said that he has been out previously for "pre-season" checks, which were done at the request of [redacted] The owner stated that he came out in 2012, 2013, and after being called by Mr [redacted] At that time he vacuumed the unit and ensured that it was working properlyThis year, he stated that Mrs [redacted] called him to come check the unit and to also look at the blower and the remoteA new remote was provided which was later refunded as it was found not to suit their needsHe said that he does not have standing agreements or contracts with any of his customers, he simply comes at their request to do a check of the unit, which was what occurred in this caseHe again reiterated that he is happy to refund the $for the service call that was provided earlier this year, but he did not install the unit, and was not providing any service to the unit prior to 2012, and the unit was years old at that time

H&B Gas Service did not actually install the stove purchased from ***Previous years Mr*** *** was at home when service was performedMarch 20, Mrs*** called and requested a service call on her free standing unvented unit, she stated to check the blower and remote
Upon arrival Mrs*** was advised the blower would need to be replaced, and also batteries in remote had released acid causing damage to remoteAt that time Mrs*** had authorized to replace the remote, which was not a wall thermostatThe new receiver box for the remote control was set on the floor which is commonly done to keep from overheating, and which wires are attached to the remote receiver to be attached to the gas valve to open an close for burner to lightI did receive a call from Mrs*** on 3/21/saying her son claims remote was not workingI did return to the home that day at no charge to herUpon arrival Mrs*** was not at home and the son was thereI instructed the son proper use of the remote, since he was not there the day of installI have documentation that he signed that everything was working properlyIt was noted that a call was made concerning and odor not stating it was an emergency, at that time proper instructions were given to shut the unit offPlease note any unvented appliance will put off an odorI returned to Mrs*** on 3/26/to accommodate her schedule, cut the unit off at the supply line, removed the remote and advised her to contact another company to have the unit replaced since the blower was badI refunded the $for the remote, which at that time Mrs*** was home and signedI will refund the service call of $185.00, but once again, I did not sell or install the heater

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.] It would be too easy to except this token offer of dollars, but that offer is just looking at the horrible customer service that you gave my parents JUST THIS YEAR(2015) If you've been doing your yearly job of cleaning and maintaining their stove, how could it be in such bad condition? (See attached document from The Freon Doctor) Whether or not you were or weren't the ones who installed it, you are the ones who have been coming yearly to clean and service their stoveAccording to the Freon Doctor, my parent's stove is missing parts, the censors are dirty and corroded, the unit is in bad shape, and the stove looks as if it hasn't had real maintenance in a while(See Freon Doctor's document) What it does look like is a stove that has been neglected for years by a company who has simply been coming by yearly, collecting money for service and not doing a damn thing to the stoveIn today's terms, I think it's called "Taking Advantage Of Senior Citizens." My dad, who recently passed away, was a public servant, as a police officer, who was as kind a man as they come, but his kindness was for not, because you smiled back at him, and at the same time, you were taking him to the cleanersI guess we're lucky that the stove didn't blow upI am thankful for that. We'll except a refund for a minimum of years, at a dollars a year, for a refund of dollars, for services NOT RENDEREDYour service has been sub-pare, and people need to know this, especially senior citizensMy dad may of passed, but this issue will not
Regards,*** ***Chicago, IL.Speaking for my mother,
*** ***

This letter is being written in response to an inquiry that was initiated by, Ms*** ***, through the Revdex.com, regarding services provided on June 11, Upon review of Ms***’s dispute, the patient liability amount of $will remain unchangedThe billing
of our service is justified as this was provided to the patientUnfortunately, I am not able to reduce the fee because we do not currently offer a discount programI agree with Ms*** that our fees may seem high when comparing them to the rates of Lens Crafters and Target OpticalHowever, the chains of stores are structure differently than a group such as oursChains such as Lens Crafters, Pearle Vision and Target Optical are able to keep their rates low because their scope of practice and the services they provide are very limitedNorthwest Eye is a comprehensive ophthalmology practice that provides many different types of services to help improve the well being and ocular health of our patientsEye exams, glasses and contacts are only a few lines of services that we offerIn order to meet the needs of our patients, our group not only offers the ability to provide preventative services, we also have specialists who offer medical treatment for every part of the eye and surgical intervention, if neededOur fees are comprobable and appropriately set for a group our size, that care for the varying complexities in order to meet the needs of our patientsAs standard practice, our call center staff thoroughly reviews and advise the patients of, what to expect at their appointment, when to arrive, elective service fees (such as a cosmetic contact lens evaluation/fitting) that are not generally covered by their insuranceOur call center also advise patients we are not participating with any vision plansIf patients have questions regarding coverage, the call center will encourage the patients to contact their insurance company directlyOur group verifies insurance eligibility to ensure coverage is currentWe do not verify benefits because we rely on the patient to be well informed of their level of coverageThere are so many different plans and options for coverage that it is not possible to check on benefits for every single patient we see dailyIf Ms*** would have asked the cost of the exam, our staff could have gladly provided that information to allow her to make the best decision for herselfI agree this is an unfortunate circumstance but at this time we are not able to offer any other resolutionSincerely, May SBusiness Office Manager

I am rejecting this response because:
I cannot accept this explanation from Northwest Eye clinic.  I called the clinic at ###-###-#### to make an appointment and the automated voice recording states that “Northwest Eye will validate active insurance prior to scheduling the appointment” This automated disclosure made by the Clinic is misleading and deceptive to the consumer.  The average consumer who schedules an appointment knows whether or not they have health insurance. So when they hear the disclosure that “Northwest will validate active insurance prior to scheduling the appointment” one can make the assumption that Northwest is validating insurance benefits.  Otherwise what is the purpose of that disclosure? It does nothing for the consumer other than mislead them. In their response Northwest states that their “group verifies insurance eligibility to ensure coverage is current”. So I pose the question if I do not have eye insurance doesn’t that mean my insurance is ineligible for eye services and therefore my coverage is not current? And if they verify insurance eligibility as standard practice (like they claim) then they would have known prior to the appointment that I was not covered. Secondly, their response states that “ As standard practice, our call center staff thoroughly reviews and advise the patients of, what to expect at their appointment, when to arrive, elective service fees (such as a cosmetic contact lens evaluation/fitting) that are not generally covered by their insurance. On Thursday June 9th, two days before my appointment, I received a call to confirm my appointment as well as to inform me that contact lens fitting would be an additional $50 because it was not covered by my insurance. I declined the contact lens fitting due to the lack of coverage. The phone call to inform me of the $50 fee for a contact lens fitting tells me that Northwest eye either confirmed insurance coverage with my insurance company or they lied to me about doing so. If they did confirm the insurance they would know that I did not have insurance and SHOULD have informed me when they called to confirm the appointment. Otherwise, they did not confirm anything with my insurance company and they lied when they said there would be a $50 copay for contact lenses. In either case their standard practice is deplorable because people without insurance are now subjected to pay a this service that is not covered, even though Northwest admits they confirm services that are not covered my insurance. In their response, Northwest admits that their standard practice is to verify insurance and advise patients of fees that are not generally covered by their insurance. Had they followed their standard practice then they would have informed me of the fact that I did not have insurance and that I was responsible for all the fees associated with this service. They did not and so therefore by their own admission they are also responsible for this situation.

Revdex.com spoke with the business owner by phone to provide additional clarification. He stated that he has serviced the unit for the past 3 years only. He did not have a standing agreement or contract with the customer, and said that he has been out previously for "pre-season" checks, which were done at the request of [redacted]. The owner stated that he came out in 2012, 2013, and 2014 after being called by Mr. [redacted]. At that time he vacuumed the unit and ensured that it was working properly. This year, he stated that Mrs. [redacted] called him to come check the unit and to also look at the blower and the remote. A new remote was provided which was later refunded as it was found not to suit their needs. He said that he does not have standing agreements or contracts with any of his customers, he simply comes at their request to do a check of the unit, which was what occurred in this case. He again reiterated that he is happy to refund the $185 for the service call that was provided earlier this year, but he did not install the unit, and was not providing any service to the unit prior to 2012, and the unit was 9 years old at that time.