Complaint: [redacted] I am rejecting this response because:There were several issues here we have, my insurance was billed x for the same visit on the same day, then another bill for hardware that I never ordered,- There were orders made with out my knowledge and orders made on days they did not even do orders on- I have Voice mails saved from Jaime from the office with multiple issues.- Jaime was abrupt and rude on the phone told me I don't need to worry about the insurance due to the error on their end which it did affect me, It took me to call my insurance company to find out what happened and to have their claims team call the doctors office and fix the issue which took weeks-After all the wrong claims they made my allowance was out and I was being informed i'll have to pay out of pocket for my contactsIt took me to call and file a complaint to fix all the issues , the doctors office and staff was rude abrupt and non helpful and when the doctor called back he didn't really seem to care what happenMy AdminHR had to call also to our insurance to resolve the issueOver all there were many multiple mistakes and issues going on with the doctors office that never should of happened, and when Jamie proceeded to tell me I won't need to worry about my insurance after they made many claims that it was fine when it did affect me and it was not fine which caused all this issueI called the office a few wks ago and asked them to mail my finalized prescription to me so I could go else where to order my contact and told them I need it to match what the old doctors RX was- I received the mail about wk later with a copy of an old expired RX from the old doctors office it was a copy of it I called again left another detailed message stating what they sent me was incorrect and was an expired RX from the old doctors office, and stated I need the New Finalized RX from DrB [redacted] with the same prescription as the old doctor to be mailed to meThe office called back a few days later and wanted to confirm the contact RX which I called back and spoke to Jamie and finally the right one was sent to me.Sincerely, [redacted]
I appreciate the patient's response and any opportunity to improve my business The first issue I will address is that my staff should not be rude to anyone I am very sorry that the patient thought my staff was rude to him I have subsequently spoken with the staff member about conflict resolution The second issue I will address is the expected outcome from the patient which is a refund of his hardware As of 5-18-15, the patient's insurance company processed his refund allowing the patient to order contacts elsewhere The desired outcome as written on the Revdex.com website had already happened days before the patient submitted his complaint I spoke with [redacted] , a customer service representative from the patient's insurance company, on 8-3-and she added details to the timeline as follows:5-15- The patient called his insurance company wanting a refund on his hardware at 7:am His insurance company received a faxed corrected claim requesting a refund from me at 11:am Hisinsurance company did not call my office that day (I heard from Visionworks that the patient wanted a refund I faxed the refund paperwork to his insurance company before ever receiving a request directly from the patient/his insurance company/or his HR department.)5-18- His insurance company processed the refund The patient's entire hardware allowance was refunded except for the $contact lens fitting fee This fee did not include the patient's copay This fee is for the evaluation and fitting of contacts and is not for the dispensed trials We do not charge for trial lenses 5-21- His insurance company's customer service received a call from client services asking about the refund and they were told the refund had been processed The patient's admin/HR department likely contacted client services which prompted this call5-28- The patient called his insurance company to inquire about his refund and representative [redacted] accidentally told him the refund had not yet been processed She called him back on the same day to tell him the truth: his hardware was refunded on 5-18- She also told him the $fitting fee is non-refundable (I never told his insurance company that the fitting was non-refundable.)5-29- Patient submits complaint to Revdex.com that he wants a refund 6-22- Patient calls his insurance company to inquire about his refund Representative [redacted] told him again that his refund was already processed on 5-18- She also told him again that the fitting isnon-refundable 6-29- Another doctor's office called his insurance company to inquire on his hardware and were told that all of his hardware, minus the fitting, was available for use7-2- Patient submits second complaint to Revdex.com that he wants a refund 8-3- [redacted] told me she would call the patient to explain to him that he has been refunded his hardware I submitted the refund paper work to the patient's insurance company before he told my office he wanted a refund He told his insurance company he wanted a refund on 5-15-(Friday) The refund was fully processed on 5-18-(Monday) I am sorry that [redacted] took so long delivering our envelopes to the patient We do offer to fax or email requested documents for quicker delivery
Complaint: [redacted] I am rejecting this response because:There were several issues here we have, my insurance was billed x for the same visit on the same day, then another bill for hardware that I never ordered,- There were orders made with out my knowledge and orders made on days they did not even do orders on- I have Voice mails saved from Jaime from the office with multiple issues.- Jaime was abrupt and rude on the phone told me I don't need to worry about the insurance due to the error on their end which it did affect me, It took me to call my insurance company to find out what happened and to have their claims team call the doctors office and fix the issue which took weeks-After all the wrong claims they made my allowance was out and I was being informed i'll have to pay out of pocket for my contactsIt took me to call and file a complaint to fix all the issues , the doctors office and staff was rude abrupt and non helpful and when the doctor called back he didn't really seem to care what happenMy AdminHR had to call also to our insurance to resolve the issueOver all there were many multiple mistakes and issues going on with the doctors office that never should of happened, and when Jamie proceeded to tell me I won't need to worry about my insurance after they made many claims that it was fine when it did affect me and it was not fine which caused all this issueI called the office a few wks ago and asked them to mail my finalized prescription to me so I could go else where to order my contact and told them I need it to match what the old doctors RX was- I received the mail about wk later with a copy of an old expired RX from the old doctors office it was a copy of it I called again left another detailed message stating what they sent me was incorrect and was an expired RX from the old doctors office, and stated I need the New Finalized RX from DrB [redacted] with the same prescription as the old doctor to be mailed to meThe office called back a few days later and wanted to confirm the contact RX which I called back and spoke to Jamie and finally the right one was sent to me.Sincerely, [redacted]
I appreciate the patient's response and any opportunity to improve my business The first issue I will address is that my staff should not be rude to anyone I am very sorry that the patient thought my staff was rude to him I have subsequently spoken with the staff member about conflict resolution The second issue I will address is the expected outcome from the patient which is a refund of his hardware As of 5-18-15, the patient's insurance company processed his refund allowing the patient to order contacts elsewhere The desired outcome as written on the Revdex.com website had already happened days before the patient submitted his complaint I spoke with [redacted] , a customer service representative from the patient's insurance company, on 8-3-and she added details to the timeline as follows:5-15- The patient called his insurance company wanting a refund on his hardware at 7:am His insurance company received a faxed corrected claim requesting a refund from me at 11:am Hisinsurance company did not call my office that day (I heard from Visionworks that the patient wanted a refund I faxed the refund paperwork to his insurance company before ever receiving a request directly from the patient/his insurance company/or his HR department.)5-18- His insurance company processed the refund The patient's entire hardware allowance was refunded except for the $contact lens fitting fee This fee did not include the patient's copay This fee is for the evaluation and fitting of contacts and is not for the dispensed trials We do not charge for trial lenses 5-21- His insurance company's customer service received a call from client services asking about the refund and they were told the refund had been processed The patient's admin/HR department likely contacted client services which prompted this call5-28- The patient called his insurance company to inquire about his refund and representative [redacted] accidentally told him the refund had not yet been processed She called him back on the same day to tell him the truth: his hardware was refunded on 5-18- She also told him the $fitting fee is non-refundable (I never told his insurance company that the fitting was non-refundable.)5-29- Patient submits complaint to Revdex.com that he wants a refund 6-22- Patient calls his insurance company to inquire about his refund Representative [redacted] told him again that his refund was already processed on 5-18- She also told him again that the fitting isnon-refundable 6-29- Another doctor's office called his insurance company to inquire on his hardware and were told that all of his hardware, minus the fitting, was available for use7-2- Patient submits second complaint to Revdex.com that he wants a refund 8-3- [redacted] told me she would call the patient to explain to him that he has been refunded his hardware I submitted the refund paper work to the patient's insurance company before he told my office he wanted a refund He told his insurance company he wanted a refund on 5-15-(Friday) The refund was fully processed on 5-18-(Monday) I am sorry that [redacted] took so long delivering our envelopes to the patient We do offer to fax or email requested documents for quicker delivery