Minnesota Optical LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

The patient was in for an eye exam on an evening when a storm knocked out both our internet and phone lines He did not provide an insurance card at that time but verbally stated he had medical assistance for the eye exam We informed him that we were unable to verify but could look it up for him the next day He was quoted a sale on the glasses that night for $+ tax Unable to verify any insurance coverage the next day the patient was called and informed of this and told us he would look into the matter Receiving no additional information, he was called again to inform him he owed $89+tax on the eye exam since we had no insurance to bill.He then called to order glasses and was informed that the total would include the balance due on the examI believe there was multiple phone calls and the staff was hung up multiple timesThe patient was alone at the time of the visit but he claims he has witnesses regarding what he was told for pricing to include the eye exam AND glasses This is incorrect He also had his mother call to discuss the issue as well We informed him that we could not release a prescription without payment on the eye exam service We received no payment on the exam and he did not present insurance we could bill for the exam.After receiving this complaint I was able to find expired insurance that did list his Medicr We did not know he even had Medicare since we were attempting to look up Medical AssistanceAgain we did not have any card or any proof of insurance to go off of.I left the patient a message today along with an email I apologized for the miscommunication since we did not have the correct insurance information on file and I was able to do some insurance hunting and found the medicare info I told him I would be happy to bill his exam to the Medicare insurance and since we had that information I could now release his prescription to him I also attached it via email I also informed him that I had all the information to order his glasses if he did want to continue with the purchase it would be $ He can call and speak to me, Emily and I will take care of that for him in person or via the phone I believe he was confused after the initial visit thinking that he only owed $130- which was for an eyeglass sale, and we assumed at the time medical assistance was active and in good faith did not charge him that day even though no coverage was verified He was also extremely rude and the staff had a hard time working with him I have provided him with his prescription and will attempt to collect from the Medicare that I was luckily able to stumble across I also apologized profusly and have attempted to reach out if he would like to purchase glasses I'm not sure there is anything else our staff could've done differently They certainly tried all avenues to look up the information provided (which was a name, no id, no card) and also made multiple calls to inform the patient Hopefully my detective work will allow for a resolution that will satisfy both the patient and our business needs! Please let us know of anything further we can do in this situation.Thank you! Emily, Pearle Vision Elk River Billing Office

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

The patient was in for an eye exam on an evening when a storm knocked out both our internet and phone lines.  He did not provide an insurance card at that time but verbally stated he had medical assistance for the eye exam.  We informed him that we were unable to verify but could look it...

up for him the next day.  He was quoted a sale on the glasses that night for $129 + tax.  Unable to verify any insurance coverage the next day the patient was called and informed of this and told us he would look into the matter.  Receiving no additional information, he was called again to inform him he owed $89+tax on the eye exam since we had no insurance to bill.He then called to order glasses and was informed that the total would include the balance due on the exam. I believe there was multiple phone calls and the staff was hung up multiple times. The patient was alone at the time of the visit but he claims he has witnesses regarding what he was told for pricing to include the eye exam AND glasses.  This is incorrect.  He also had his mother call to discuss the issue as well.  We informed him that we could not release a prescription without payment on the eye exam service.  We received no payment on the exam and he did not present insurance we could bill for the exam.After receiving this complaint I was able to find expired insurance that did list his Medicr.  We did not know he even had Medicare since we were attempting to look up Medical Assistance. Again we did not have any card or any proof of insurance to go off of.I left the patient a message today along with an email.  I apologized for the miscommunication since we did not have the correct insurance information on file and I was able to do some insurance hunting and found the medicare info.  I told him I would be happy to bill his exam to the Medicare insurance and since we had that information I could now release his prescription to him.  I also attached it via email.  I also informed him that I had all the information to order his glasses if he did want to continue with the purchase it would be $131.58.  He can call and speak to me, Emily and I will take care of that for him in person or via the phone.  I believe he was confused after the initial visit thinking that he only owed $130- which was for an eyeglass sale, and we assumed at the time medical assistance was active and in good faith did not charge him that day even though no coverage was verified.  He was also extremely rude and the staff had a hard time working with him.  I have provided him with his prescription and will attempt to collect from the Medicare that I was luckily able to stumble across.  I also apologized profusly and have attempted to reach out if he would like to purchase glasses.  I'm not sure there is anything else our staff could've done differently.  They certainly tried all avenues to look up the information provided (which was a name, no id, no card) and also made multiple calls to inform the patient.  Hopefully my detective work will allow for a resolution that will satisfy both the patient and our business needs!  Please let us know of anything further we can do in this situation.Thank you! Emily, Pearle Vision Elk River Billing Office