Madison Eye Care Associates

At Madison Eye Care we go above and beyond to verify our patient's insurance ahead of time, we review it verbally with the patients along with visually reviewing our exam paperwork I attached the initialed and signed paperwork that was reviewed and ok'd by *** *** He initialed that
he reviewed the difference in medical vsvision exams He initialed and reviewed his insurance carrier along with the copay and how it would be billed He did not initial the contact lens portion of the exam, so the Doctor reviewed it with him that he wanted to decline He also read, initialed and agreed to the $retinal image He did NOT decline nor question the need or decision to perform the imaging.No one was 'gouged' nor 'billed illegally'Our patients have never accused us of fraud On the contrary we get great reviews for going our of our way to verify the insurance information and reviewing it with patients before any services are performed.If you have any questions, please feel free to contact me via email or by phone: (440) 892-5367.Jennifer K***, CPO, LDO, ABOC, NCLECOperations ManagerMadison Eye Care Associates

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint I did not receive any offer of dispute resolution from Madison Eye Care.The revised response from Madison says that my right eye prescription changed between (old glasses) and (Madison attempts at glasses); it has notThe sphere, cylinder, and axis are all the same, save for a one degree difference in the axis (there is a degree tolerance anyhow)Again, I tried the fourth pair for two days to see if it was an adjustment issueThe problem was that the lens was still not correctMadison, despite what they said in the text, never offered anything to me to “make things right.” All I wanted from the start was an accurate pair of glasses anyhow, which they have been unable to deliverThis did cause a major issue with my already claimed and reimbursed health savings account as I purchased the glasses on my Benecard, not on a credit card.
Regards,
*** ***

,My name is Lindsey and I am the staff member that was working with this patientWe did admit to making the glasses incorrectly at first and remade them at no cost to the patient in her correct prescription.We not only tried to make these glasses correct for her but we did succeed in doing soI
checked the glasses myself, multiple times, and also sent the finished pair out to a lab and had them check them to see if they were within toleranceThe lab sent them back with a printed statement of what their machine read the glasses at and the prescription is what her doctor prescribed (there is a tolerance scale and it was well within this scale)She still wasn't happy so we asked her to have her prescription checked with either her doctor or to see one of our doctors to make sure that the prescription written is what she really needs, we do charge for this because she had an outside prescription and it is our doctors timeShe kept telling us that her ophthalmologist's techs checked the glasses and that they were not correctShe brought us a hand written note from them with what they read the glasses as on their machine and it was never what we were reading on our machineI have years experience making, checking, and troubleshooting glasses and I am confident that my reading was correct (the or so times that I checked it and got the same reading)She was never willing to try the glasses for more than seconds in the office to see if her eyes would adjustHer prescription is high and it takes just a small change to throw things off and feel like everything is wrong until your eyes adjustThis prescription is from last May and in our experience prescriptions can change in that time period or could have never been correct in the first placeShe could see out of her left eye but not the right eye in the glasses that we made her and this is why we thought it might be a prescription issueShe refused to have it checked and said we just needed to make it correctlyWe explained over and over that there is no way to make it more correct than it is, we can't make her eye see out of a lens that isn't the correct prescriptionShe still wasn't happy so I told the patient that it would be best to go our separate ways and that we would refund her everything that she had paid usWe sent her a check via certified mail so this will not mess with her HSA from last year and she could use that as her payment on another pair from another facilityHer insurance company explained to her that they wouldn't give her the benefits back but that she could use her benefits elsewhereWe didn't know what else to do because nothing was making her happy and we couldn't just keep making the lens over and over when there wasn't anything wrong with it.I will send paperwork over if you'd like to show the prescribed rx and the lens readingYou'd have to get the ok from her though for HIPPA reasons.If you need anything else please let me know,Lindsey

In response to the new letter,We did address what she is stating and asking in the second letter with our first responseThe only thing we would like to add is that the prescription in her right eye "old non-Madison" glasses is not the same prescription that was prescribed in MayThe prescription is stronger actually and this may be the reason she isn't liking that new right eye.My name is Lindsey and I am the staff member that was working with this patientWe did admit to making the glasses incorrectly at first and remade them at no cost to the patient in her correct prescription.We not only tried to make these glasses correct for her but we did succeed in doing soI checked the glasses myself, multiple times, and also sent the finished pair out to a lab and had them check them to see if they were within toleranceThe lab sent them back with a printed statement of what their machine read the glasses at and the prescription is what her doctor prescribed (there is a tolerance scale and it was well within this scale)She still wasn't happy so we asked her to have her prescription checked with either her doctor or to see one of our doctors to make sure that the prescription written is what she really needs, we do charge for this because she had an outside prescription and it is our doctors timeShe kept telling us that her opthamologist's techs checked the glasses and that they were not correctShe brought us a hand written note from them with what they read the glasses as on their machine and it was never what we were reading on our machineI have years experience making, checking, and troubleshooting glasses and I am confident that my reading was correct (the or so times that I checked it and got the same reading)She was never willing to try the glasses for more than seconds in the office to see if her eyes would adjustHer prescription is high and it takes just a small change to throw things off and feel like everything is wrong until your eyes adjustThis prescription is from last May and in our experience prescriptions can change in that time period or could have never been correct in the first placeShe could see out of her left eye but not the right eye in the glasses that we made her and this is why we thought it might be a prescription issueShe refused to have it checked and said we just needed to make it correctlyWe explained over and over that there is no way to make it more correct than it is, we can't make her eye see out of a lens that isn't the correct prescriptionShe still wasn't happy so I told the patient that it would be best to go our separate ways and that we would refund her everything that she had paid usWe sent her a check via certified mail so this will not mess with her HSA from last year and she could use that as her payment on another pair from another facilityHer insurance company explained to her that they wouldn't give her the benefits back but that she could use her benefits elsewhereWe didn't know what else to do because nothing was making her happy and we couldn't just keep making the lens over and over when there wasn't anything wrong with it

At Madison Eye Care we go above and beyond to verify our patient's insurance ahead of time, we review it verbally with the patients along with visually reviewing our exam paperwork I attached the initialed and signed paperwork that was reviewed and ok'd by *** *** He initialed that
he reviewed the difference in medical vsvision exams He initialed and reviewed his insurance carrier along with the copay and how it would be billed He did not initial the contact lens portion of the exam, so the Doctor reviewed it with him that he wanted to decline He also read, initialed and agreed to the $retinal image He did NOT decline nor question the need or decision to perform the imaging.No one was 'gouged' nor 'billed illegally'Our patients have never accused us of fraud On the contrary we get great reviews for going our of our way to verify the insurance information and reviewing it with patients before any services are performed.If you have any questions, please feel free to contact me via email or by phone: (440) 892-5367.Jennifer K***, CPO, LDO, ABOC, NCLECOperations ManagerMadison Eye Care Associates

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint I did not receive any offer of dispute resolution from Madison Eye Care.The revised response from Madison says that my right eye prescription changed between (old glasses) and (Madison attempts at glasses); it has notThe sphere, cylinder, and axis are all the same, save for a one degree difference in the axis (there is a degree tolerance anyhow)Again, I tried the fourth pair for two days to see if it was an adjustment issueThe problem was that the lens was still not correctMadison, despite what they said in the text, never offered anything to me to “make things right.” All I wanted from the start was an accurate pair of glasses anyhow, which they have been unable to deliverThis did cause a major issue with my already claimed and reimbursed health savings account as I purchased the glasses on my Benecard, not on a credit card.
Regards,
*** ***

In response to the new letter,We did address what she is stating and asking in the second letter with our first response. The only thing we would like to add is that the prescription in her right eye "old non-Madison" glasses is not the same prescription that was prescribed in May. The prescription is stronger actually and this may be the reason she isn't liking that new right eye.My name is Lindsey and I am the staff member that was working with this patient. We did admit to making the glasses incorrectly at first and remade them at no cost to the patient in her correct prescription.We not only tried to make these glasses correct for her but we did succeed in doing so. I checked the glasses myself, multiple times, and also sent the finished pair out to a lab and had them check them to see if they were within tolerance. The lab sent them back with a printed statement of what their machine read the glasses at and the prescription is what her doctor prescribed (there is a tolerance scale and it was well within this scale). She still wasn't happy so we asked her to have her prescription checked with either her doctor or to see one of our doctors to make sure that the prescription written is what she really needs, we do charge for this because she had an outside prescription and it is our doctors time. She kept telling us that her opthamologist's techs checked the glasses and that they were not correct. She brought us a hand written note from them with what they read the glasses as on their machine and it was never what we were reading on our machine. I have 17 years experience making, checking, and troubleshooting glasses and I am confident that my reading was correct (the 15 or so times that I checked it and got the same reading). She was never willing to try the glasses for more than 30 seconds in the office to see if her eyes would adjust. Her prescription is high and it takes just a small change to throw things off and feel like everything is wrong until your eyes adjust. This prescription is from last May and in our experience prescriptions can change in that time period or could have never been correct in the first place. She could see out of her left eye but not the right eye in the glasses that we made her and this is why we thought it might be a prescription issue. She refused to have it checked and said we just needed to make it correctly. We explained over and over that there is no way to make it more correct than it is, we can't make her eye see out of a lens that isn't the correct prescription. She still wasn't happy so I told the patient that it would be best to go our separate ways and that we would refund her everything that she had paid us. We sent her a check via certified mail so this will not mess with her HSA from last year and she could use that as her payment on another pair from another facility. Her insurance company explained to her that they wouldn't give her the 2017 benefits back but that she could use her 2018 benefits elsewhere. We didn't know what else to do because nothing was making her happy and we couldn't just keep making the lens over and over when there wasn't anything wrong with it.

,My name is Lindsey and I am the staff member that was working with this patient. We did admit to making the glasses incorrectly at first and remade them at no cost to the patient in her correct prescription.We not only tried to make these glasses correct for her but we did succeed in doing so. I...

checked the glasses myself, multiple times, and also sent the finished pair out to a lab and had them check them to see if they were within tolerance. The lab sent them back with a printed statement of what their machine read the glasses at and the prescription is what her doctor prescribed (there is a tolerance scale and it was well within this scale). She still wasn't happy so we asked her to have her prescription checked with either her doctor or to see one of our doctors to make sure that the prescription written is what she really needs, we do charge for this because she had an outside prescription and it is our doctors time. She kept telling us that her ophthalmologist's techs checked the glasses and that they were not correct. She brought us a hand written note from them with what they read the glasses as on their machine and it was never what we were reading on our machine. I have 17 years experience making, checking, and troubleshooting glasses and I am confident that my reading was correct (the 15 or so times that I checked it and got the same reading). She was never willing to try the glasses for more than 30 seconds in the office to see if her eyes would adjust. Her prescription is high and it takes just a small change to throw things off and feel like everything is wrong until your eyes adjust. This prescription is from last May and in our experience prescriptions can change in that time period or could have never been correct in the first place. She could see out of her left eye but not the right eye in the glasses that we made her and this is why we thought it might be a prescription issue. She refused to have it checked and said we just needed to make it correctly. We explained over and over that there is no way to make it more correct than it is, we can't make her eye see out of a lens that isn't the correct prescription. She still wasn't happy so I told the patient that it would be best to go our separate ways and that we would refund her everything that she had paid us. We sent her a check via certified mail so this will not mess with her HSA from last year and she could use that as her payment on another pair from another facility. Her insurance company explained to her that they wouldn't give her the 2017 benefits back but that she could use her 2018 benefits elsewhere. We didn't know what else to do because nothing was making her happy and we couldn't just keep making the lens over and over when there wasn't anything wrong with it.I will send paperwork over if you'd like to show the prescribed rx and the lens reading. You'd have to get the ok from her though for HIPPA reasons.If you need anything else please let me know,Lindsey