Malone Eye Care

In response to a complaint received by your office, complaint ID [redacted] , this is our companys responseI have been in this business for 30+ years and this is our first issue with your bureauMy current office staff has been with me for 10+ years and I have never seen them treat a patient with disrespectThe patient was seen on December 23, 2015, not December 29, as stated in his claimOur office was closed at Noon on Christmas Eve, December 24, 2015, and reopened Monday, January 4, Our office has been closed during this time for the last five + yearsVisible signs as well as a courtesy January On January 4, 2016, a phone call was placed to the patient and there was no answer and the voicemail on the phone wasn't set upThe patient's husband came in on January 18th to pick up the contact lensesThe following day, the patient called our office inquiring why he only had received 4boxes of contact lenses when he "apparently" asked for His insurance allowance is $230, and the price of the contacts is $per box for a total of $for five boxesWe told the patient we would order the box that would be covered under the insurance and as a courtesy, we would order the patient some trial lenses for the other eyeThose contacts were received by our office on Friday, January 22, and were put in the mail to the patient The patient is also under the impression that he can use the remaining $balance from his contact lenses to be applied toward his eye exam copayThat is false, we called the vision provider to verify and that is not allowedWe have waived his $copay as a courtesy If an error was made regarding the amount of contact lens boxes the patient wished to receive, we apologizeHowever, I will not stand for a patient speaking to my staff with the derogatory remarks hemadeWe will make his records available to him so he may go elsewhere Sincerely, Gary L [redacted] , O.DOwner

In response to a complaint received by your office, complaint ID [redacted], this is our companys response. I have been in this business for 30+ years and this is our first issue with your bureau. My current office staff has been with me for 10+ years and I have never seen them treat a patient with...

disrespect. The patient was seen on December 23, 2015, not December 29, 2015 as stated in his claim. Our office was closed at Noon on Christmas Eve, December 24, 2015, and reopened Monday, January 4, 2016.  Our office has been closed during this time for the last five + years. Visible signs as well as a courtesy January 4. On January 4, 2016, a phone call was placed to the patient and there was no answer and the voicemail on the phone wasn't set up. The patient's husband came in on January 18th to pick up the contact lenses. The following day, the patient called our office inquiring why he only had received 4boxes of contact lenses when he "apparently" asked for 6. His insurance allowance is $230, and the price of the contacts is $45 per box for a total of $225 for five boxes. We told the patient we would order the 1 box that would be covered under the insurance and as a courtesy, we would order the patient some trial lenses for the other eye. Those contacts were received by our office on Friday, January 22,  and were put in the mail to the patient.  The patient is also under the impression that he can use the remaining $5 balance from his contact  lenses to be applied toward his eye exam copay. That is false, we called the vision provider to verify and that is not allowed. We have waived his $15 copay as a courtesy.  If an error was made regarding the amount of contact lens boxes the patient wished to receive, we  apologize. However, I will not stand for a patient speaking to my staff with the derogatory remarks hemade. We will make his records available to him so he may go elsewhere.  Sincerely, Gary L. [redacted], O.D. Owner