June 4, 2015Dear [redacted]:This letter is in response to the above referenced Case # involving customer [redacted] and her complaint regarding our Mechanicsville, MD office on [redacted].In reviewing [redacted]'s invoice and [redacted] benefits, it...
appears that we applied the available benefits accurately. Specifically, we assessed the $30.00 copayment for the eye examination and refraction (professional services benefits), and the $125.00 allowance for the frame (materials benefits). We did, however, discount the cost of the retinal imaging from $27.00 to $15.00 as per our policy for patients selecting the service for the first time. Unfortunately, [redacted]'s benefits do not include any discounts towards materials outside of a “predetermined” selection.To clarify, [redacted] members are entitled to prescription lenses (single vision or line bifocals) in plastic material at no out of pocket expense. The lenses material must be plastic and cannot include any additional coatings like anti-reflective, UV, polarization, or tinting. If the member selects materials outside of this predetermined selection, there are no discounts available. [redacted] chose polycarbonate progressive vision lenses ($204,00), anti-reflective coating ($90,00), and an extended eyeglass warranty ($22,00).The cost of all professional services and materials before the application of the available insurance benefits was $758.00, once we applied our internal discount for the retinal imaging and the available [redacted] benefits for the remaining professional services ($30.00 copay) and frame ($125,00 allowance), the cost was reduced to $466.00. She provided a credit card for payment and signed a receipt authorizing the debit of $466.00.While I understand [redacted]’s dissatisfaction with the cost she incurred, we allowed her to select the materials for her eyeglasses. Because the cost of her examination services and material selection is accurate to her available benefits, we cannot meet her desired resolution for a $266.00 refund. That said, if she does not want the extended warranty ($22,00) and does not want the retinal imaging ($15.00) included in her medical record, I can offer a return of $37.00. Unfortunately, I cannot offer to return any costs associated with the eyeglass materials as they have been produced.If I may be of any additional assistance regarding this matter please contact by phone at ###-###-#### or via email at [redacted]@myeyedr.com.
Regards
Pierre E.
Customer Service Manager
June 4, 2015Dear [redacted]:This letter is in response to the above referenced Case # involving customer [redacted] and her complaint regarding our Mechanicsville, MD office on [redacted].In reviewing [redacted]'s invoice and [redacted] benefits, it...
appears that we applied the available benefits accurately. Specifically, we assessed the $30.00 copayment for the eye examination and refraction (professional services benefits), and the $125.00 allowance for the frame (materials benefits). We did, however, discount the cost of the retinal imaging from $27.00 to $15.00 as per our policy for patients selecting the service for the first time. Unfortunately, [redacted]'s benefits do not include any discounts towards materials outside of a “predetermined” selection.To clarify, [redacted] members are entitled to prescription lenses (single vision or line bifocals) in plastic material at no out of pocket expense. The lenses material must be plastic and cannot include any additional coatings like anti-reflective, UV, polarization, or tinting. If the member selects materials outside of this predetermined selection, there are no discounts available. [redacted] chose polycarbonate progressive vision lenses ($204,00), anti-reflective coating ($90,00), and an extended eyeglass warranty ($22,00).The cost of all professional services and materials before the application of the available insurance benefits was $758.00, once we applied our internal discount for the retinal imaging and the available [redacted] benefits for the remaining professional services ($30.00 copay) and frame ($125,00 allowance), the cost was reduced to $466.00. She provided a credit card for payment and signed a receipt authorizing the debit of $466.00.While I understand [redacted]’s dissatisfaction with the cost she incurred, we allowed her to select the materials for her eyeglasses. Because the cost of her examination services and material selection is accurate to her available benefits, we cannot meet her desired resolution for a $266.00 refund. That said, if she does not want the extended warranty ($22,00) and does not want the retinal imaging ($15.00) included in her medical record, I can offer a return of $37.00. Unfortunately, I cannot offer to return any costs associated with the eyeglass materials as they have been produced.If I may be of any additional assistance regarding this matter please contact by phone at ###-###-#### or via email at [redacted]@myeyedr.com.
Regards
Pierre E.
Customer Service Manager