New Braunfels Vision Center

To Whom It May Concern:We strive to provide the best care possible for all our patientsIn an effort to properly collect what we anticipate the insurance company will assess to the patient when they process a claim, we have a list we have used for years to determine the amounts collected when a patient is seen in our office and then checks outThis is not always an exact amount as we never know what insurances will assessIn an effort to further help the patient, a sample of medication was given to the patient to save money as the prescriptions at the pharmacy can be very pricey Collecting money at the time of service is a common practice in just about all medical practices (i.edoctors, dentists, etcincluding vets) and is not a new concept Insurance does not cover much if any on an office visit when the patient has a specialist deductible vs a copay due Using such verbage as “demanded payment” is a bit harsh considering we are providing a service and have staff and physicians to pay for doing those services You don’t leave the grocery store with groceries and say I’ll pay you later After Mr [redacted] visited our office in April, a claim was sent to his insurance company and was paidWe collected $on the day of his appointment and when [redacted] processed the claim they assessed $towards deductible.On June 28th, Mrs [redacted] entered our office very angrily and rudely, demanding that we review the EOB from his April 19th visit and demanded a refund of $It was then offered to her to leave the credit on the account for a future visit and she stated there wouldn't be any future visits.We received a conference call from [redacted] and the patient regarding the $credit on the accountIt was stated on that call that our office standard was to leave credits on the account for balances under $9.99.Patient's wife, Mrs***, repeatedly called our office being rude to our staff and leaving numerous rude voice mail messages.At no time did she approach us in a pleasant or even decent manner and was always very aggressive and rude in all interactions she had with our officeAnd only upon reading it on a letter that we received from a complaint filed, were we ever made aware about the hold on the Health Savings Card as this was never brought up in any of the interactions we had with the patient's wifeWe generally refund by check (which would not have removed the hold) for accounting purposes and had we known this information, we would have made an exception and refunded the card to remove the hold A refund was issued to the credit card in the amount of $on 09/07/ I have attached the receipt for the refundThank you for contacting us Please let me know if you need anything further [redacted] Office ManagerNew Braunfels Vision Center [redacted] 830-608- Fax [redacted] Like us on Facebook!!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
This email is regarding complaint #***. Since the time of my complaint, the vision center has finally
agreed to give me another exam Thanks, *** ***

To Whom It May Concern:We strive to provide the best care possible for all our patients. In an effort to properly collect what we anticipate the insurance company will assess to the patient when they process a claim, we have a list we have used for years to determine the amounts collected when a...

patient is seen in our office and then checks out. This is not always an exact amount as we never know what insurances will assess. In an effort to further help the patient, a sample of medication was given to the patient to save money as the prescriptions at the pharmacy can be very pricey.  Collecting money at the time of service is a common practice in just about all medical practices (i.e. doctors, dentists, etc. including vets) and is not a new concept.  Insurance does not cover much if any on an office visit when the patient has a specialist deductible vs a copay due.  Using such verbage as “demanded payment” is a bit harsh considering we are providing a service and have staff and physicians to pay for doing those services.  You don’t leave the grocery store with groceries and say I’ll pay you later.  After Mr. [redacted] visited our office in April, a claim was sent to his insurance company and was paid. We collected $93.93 on the day of his appointment and when [redacted] processed the claim they assessed $90.49 towards deductible.On June 28th, Mrs. [redacted] entered our office very angrily and rudely, demanding that we review the EOB from his April 19th visit and demanded a refund of $3 .44. It was then offered to her to leave the credit on the account for a future visit and she stated there wouldn't be any future visits.We received a conference call from [redacted] and the patient regarding the $3.44 credit on the account. It was stated on that call that our office standard was to leave credits on the account for balances under $9.99.Patient's wife, Mrs. [redacted], repeatedly called our office being rude to our staff and leaving numerous rude voice mail messages.At no time did she approach us in a pleasant or even decent manner and was always very aggressive and rude in all interactions she had with our office. And only upon reading it on a letter that we received from a complaint filed, were we ever made aware about the hold on the Health Savings Card as this was never brought up in any of the interactions we had with the patient's wife. We generally refund by check (which would not have removed the hold) for accounting purposes and had we known this information, we would have made an exception and refunded the card to remove the hold.  A refund was issued to the credit card in the amount of $3.44 on 09/07/2016.  I have attached the receipt for the refund. Thank you for contacting us.  Please let me know if you need anything further. [redacted]Office ManagerNew Braunfels Vision Center[redacted]830-608-0717   Fax[redacted]Like us on Facebook!!

Complaint: [redacted]
I am rejecting this response because: First off the only time my wife went to this office was to drop off copies of the receipt we received from NB Vision and our EOB to prove there was an over payment. She then waited 6 weeks and hadn't heard anything from [redacted] in accounts. She called and got the run around but was finally told they don't issue refunds for overcharges per company policy. When questioned why she hadn't bothered to call my wife back she was told [redacted] didn't bother with things like that. My wife pointed out this was our money and it was the principle that it should be returned. [redacted] then hung up on my wife. My wife called our insurance and they called NB Vision to talk to [redacted]. They were told I signed a document allowing for overcharges to be kept. When [redacted] asked for a copy of this document they were hung up on. Giving [redacted] the benefit of the doubt [redacted] called back. As soon as [redacted] found out it was [redacted] on the phone she hung up again. My wife waited a week and tried to talk to the office manager but was told she was out on sick leave. She left a message for her to call on her return but we never heard anything from NB Vision. It seems that [redacted]'s story changes every time this subject comes up. She can't even keep her lies straight. I wonder how many people she has done this to. My wife was never causing trouble or was never rude to anyone. She just couldn't believe this doctor had the nerve to keep what was not his. We never questioned him charging for his services but when I buy groceries they only charge the correct amount. When errors are pointed out my refund is instantaneous not 6 months later. Yes we finally got a refund but I will not stand for [redacted] dragging my wife through the mud because [redacted] has to cover for her own rude behavior.
Regards,
[redacted]