Nationwide Vision Center

I visited Nationwide Vision in Chandler last June 21, 2023

Receipt No. 73374386083309
Date of Service: June 21, 2023
SKU 200221

It was fully paid. Until now, I don't have yet my eyeglass. The staff are rude too. They always telling me a different alibi. It's so frustrating to have this kind of service.

In nogales arizona at nationwide, a front desk person named Reina was very rude and argumentative. I was trying to make an appointment for my grandmother and when giving insurance information, Reina argued over the insurance ID numbers given as they were read directly off the card. She would not move on to make an appointment as she wanted to continue arguing over the fact that she didnt believe the numbers read off insurance card were correct. What horrible cuatomer service!🤬

Got 2 pair of Glasses, 1 for everyday use and the other pair for the computer. the computer glasses when I got them back they were way too "Strong" I returned them and when I got them back again they still were too Strong. Called to let them know and I was told I needed to get a "Second Opinion"? "Somewhere else". I paid cash for these and now I,m out a second pair of glasse,s that they won't "HONOR" after the second visit. I WILL NEVER USE NATIONWIDE AGAIN AND WON'T RECOMMEND THEM TO ANYONE.

The actual eye Dr was great, the rest of the staff working there, especially Celine were very rude, unhelpful with my questions and just straight short and rude when I asked questions

First time getting my eyes examined at Nationwide Optometry in Mesa and I was very pleased with the office taking careful precautions with social distancing, mask wearing, kind and compassionate people and a great doctor. The office was quiet and easy to access. The doctor did not rush; he took his time and explained things and asked if I had any questions. I am very impressed and will continue to go back for my eye care. Kudos to such a nice office environment and people.

Dear [redacted] , Thank you for making us aware of your concernI apologize for any inconvenience you may have been caused due to the delay of your glassesWhile we do inform our patients that typically, glasses take 7-working days, it is also true that most glasses come in much quicker than that (75% within actual days or less, 90% within working days)Investigating your concern found that indeed your glasses took the full time, even a few days beyond that, primarily due to the fact that the frame you selected was currently under re-supply and did not arrive at the lab until April 30- this is quite an unusually long delay for a re-supply orderWe will not accept delays like this as excuses for missing expected delivery timesMy understanding is that the lab "under order from Danielle" expedited your glasses and shipped them the same day they received the frameRecords show you received the glasses on May 2ndClearly longer than the anticipated time you were led to believe and more so disappointing in that you hoped they could be quickerYour Optician, Danielle is also disappointed that you were not 100% happy with your experienceI understand she was of some additional assistance to you on or about April She was quite complimentary of the experience with you and hopes that should you have any additional needs, she is and will continue to be there for you as she has been in the past While we will continue do our very best to meet each of our patients' needsWe expect and demand that our associates do all they can to make sure every experience exceeds expectationsWe are disappointed when we fall short of those expectations and will continue to evaluate proper courses of action when we are aware of these circumstanceThank you for the opportunity to respondI will make sure that Danielle contacts you to make sure you are satisfied with your eye wear and address any additional needsNationwide Vision

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Thank you for the opportunity to correct and/or respond to this customers' concernAs stated Mr *** was re-examined by the Doctor and a new Rx was determined according the the customers requestAs of today, The customer has been informed (on 3/11/2015) that the new Rx was received in office
and is awaiting his arrivalIf for any reason Mr *** is dissatisfied, Nationwide Vision will appropriately refund not only cost to the customer but re-instate the benefits as directedI have copied this repsonse to the District Manager and the office manager in hopes of making sure Mr *** receives the service he deserves

Dear Mrs [redacted], Thank you for bringing this issue to our attention. It is my understanding that you have brought this issue to the office manager and they have investigated the insurance claim and the reasons for the claim denial with respect to the frame you selected. Nationwide...

Vision is 100% committed to patient satisfaction. The claim authorization received from [redacted], your insurance carrier, included benefits for both frame and lenses. As you know, with all insurance claims, providers will file the claims with the reasonable expectation that the claim will be paid to the provider, Nationwide Vision in this case, as authorized. If for any reason, the Nationwide does not receive the claim reimbursement from [redacted], the patient is responsible for the unpaid amount of the claim. That said, it seems reasonable in this case that an error has occurred in the claim authorization process either by miscommunication, since this was a verbal authorization from [redacted], or [redacted] has denied the claim for some reason not yet stated. As of this response, I have contacted the billing department and asked that they rescind any outstanding balance of claim with respect to the amount owed. In good faith, we will investigate the issue further and determine the reason for the claim denial from [redacted]. On behalf of Nationwide Vision, we apologize and regret any grief this issue may have caused. As the #1 provider of eye care services in [redacted], we are proud not only of the service we provide but of our A+ rating with the Revdex.com. We are excited about our [redacted] office and hope that you will find our solution satisfactory. If we can be of any additional service please allow our team to assist you. Sincerely, Nationwide Vision

Nationwide Vision has reviewed the claim and accepts the customers explanation of services rendered. After accommodations were made the final product delivered would indeed fall under the original benefit plan allowance. The Office has reached out to the customer to process a refund as directed....

Thank you for bringing this to our attention.

Hi [redacted]- Thank you for bringing this to our attention. I apologize for any confusion this may have caused. I have initiated a retraction of the balance for your account. While I cannot comment specifically on your invoice, billings such as these normally indicate a balance due resulting from...

an inadequate payment, for some reason, from the insurance company. Generally, as you know, customers are responsible for any balance due from claims filed in "good faith". However, I also feel it is the providers responsibility to notify a customer in a timely manner to rectify any issues. I feel at this point the claim should be forgiven due to a lack of timely notification. We appreciate your business and hope we can continue to serve you in the future. We are happy your experiences to this point have been pleasing and I hope our "correcting" of your service concern reassures you that your satisfaction is our TOP priority.

Thank you for the opportunity to address the concernregarding the missing glasses for this patient. I have spoken with"[redacted]" today and heard his concerns about his treatment when hebrought this concern to the office on [redacted] ave. While I was pleased to beinformed that his son did finally receive...

the glasses a few days later,[redacted] detailing of the events will aid Nationwide Vision in reviewingmailing practices and tracking of orders when concerns arise. In my opinion,proper direction would have assisted all parties in solving the issue moreappropriately.After our discussion, I asked [redacted] if there wasanything more I could do for him or his family now that the delivery waslocated. [redacted] was very kind in declining any further need for service. Iextended the offer that should he have any further need now or in the future,he is welcome to contact me through the Nationwide Vision Corporate headquarters.

Dear Mrs [redacted], I have copied the insurance billing dept at Nationwide Vision and asked that they forgive the amount due. On occasion, items thought to be covered in full or part by your insurance plan may not actually get paid to the provider. In these instances, patients are...

logically responsible for the unpaid portion of claims. However, I also believe that a patient should have a timely notification of any variance so that proper attention can be addressed to the issue. I will have the billing dept issue you a statement detailing the $0 balance.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Thank you for bringing this matter to our attention. Nationwide Vision apologizes for any inconvenience this issue may have caused. Patient Satisfaction is always the ultimate goal when servicing the needs of our patients. If we are unable to do so in a timely manner, a refund is warranted. The...

office manager and district manager has been notified and will comply with your request. The office manager will determine the correct refund amount and communicate with you directly before requesting a refund check.

Dear Mr [redacted] ,Thank you for bringing this to our attention. Your satisfaction our ultimate goal. I have inquired into your situation and have been informed by the office manager that your glasses arrived on our about 7/16 after several delays that prevented a more timely delivery. We pride...

ourselves on our service and excellent delivery times on glasses and other services we provide. Clearly your experience does not reflect that mission. I have initiated an inquiry as to the reasons behind the delay. It is my understanding that the office manager has left you a voicemail at a number different than the one we had recorded. Please accept our apologies for any error on our part but please also confirm the original phone number on record. I suspect we have made an error. If we can be of any further assistance, the office manager has been instructed to extend the courtesy necessary to make sure you are pleased with your glasses. Once again, thank you for bringing this matter to our attention. Nationwide Vision

Dear Sir- While it is true that frames cannot generally be returned once they have been "used" it is also assumed that you should be happy with the purchase when solving a need. Since this frame does not meet that expectation I have instructed the office to accept the return and refund the...

purchase upon receipt of the frame. Assuming the frame is in proper order (not damaged), the office will call you to process the refund via phone. Nationwide Vision does not restock frames but we can donate them if appropriate to do so. Thank you for your business- I hope we can help you in the future. Nationwide Vision

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  
Regards,
Amanda D[redacted]

Nationwide Vision is attempting to reach out to the patient today....