Pearle Vision

Review: I requested a copy of 3 prescriptions I filled at this location for eyeglasses and the tech, [redacted] and the [redacted] refused to give them to me. [redacted] claimed it was "illegal" to give me a copy of the prescriptions. I tried to explain to her that being a pharmacist I am well aware of a patient's right to request a copy of a prescription filled at the same location with a line being written on the script and the word VOID or FYI Only written on the face of the prescription(s) Despite my explanation and written request via certified mail, return receipt requested, this facility has yet to give me a copy of these 3 prescriptions.

I am requesting assistance from the Bureau in acquiring a copy of these 3 prescriptions.Desired Settlement: reception of the copies of these 3 prescriptions either via mail or fax.

Business

Response:

[redacted]

Dear Sir/Madam:

I am responding to a complaint that was made against our company. My name is [redacted] I am the [redacted] for this location not the [redacted] as stated in the Complainant's statement to you.

[redacted] originally came to our business for the first time on May *, 2014 and was services by an associate named [redacted] who is no longer with our company. He came in with an outside RX which means we did not conduct the examination. He used his 1199 optical insurance which covered the cost at $75.00. [redacted] was not charged any fees. He came with a RX dated 5/*/2014 from a doctor unknown. Our protocol for such is to have a patient trailframed which means we put that RX into a frame and see if the patient is comfortable. He was trailframed and did not complain at any point there was a problem with the outside RX. (Please find a copy of that outside RX below)

On May **, 2014 [redacted] returned back to our place of business and complained that his prescription was wrong and presented another prescription from [redacted], **. It was within 30 days, stated in our policy that we remade his glasses at no cost to him or his insurance company. We picked up the cost of his remake. We also trailed framed him as well and no chief complaint from him. ( this new RX is also attached)

On June **, 2014 [redacted] returned back to our place of business and complained that the RX is still not correct and got another prescription from another doctor named [redacted]). This new RX was dated 6/*/2014. At this point he was very aggressive with myself and another eye care consultant. I once again had him trailed framed for the third time and told him that I would make the lenses at no charge for him but this would be the last time. At this point we just wanted to make it right. This RX is also attached. The very next day he called me 14 times at my other location that I manage . These harassing calls started at 9:30am and did not stop until 4pm. He wanted me to pr**uce the glasses in 24 hrs or he was going to fix me. I didn't understand why he was so aggressive and at this point abusive.

On June **, 2014 he came in to our place of business and complained the RX was wrong once again from Hellenic Eye Care Optometry Consultants, PLLC. I really did not know what to do, so I offered him a free comprehensive eye exam and he took us up on the offer. We made glasses for him and he still was not happy.

On August *, 2014 I received a certified letter (please attached)

He expressed to me he was going to sue me for not making his RX the right way. We made his glasses about 6 times in all, he even picked a new frame. We gave him a free eyes exam and still very unreasonable. Then on August [redacted], 2014 at our [redacted] location he called and spoke with an associate named [redacted] and demanded all of his RXs, when his copies of his outside RXs were faxed to him, he got extremely verbally abusive that my employee called me at my other location in tears. I called him to try and iron out what the problem was. I explained in detail that I was more then willing to give him RXs but not on our POS, I explained we did not conduct any of those findings so we were not able to put our doctors name and NPI number on the prescriptions which he insist I do. I explained in detail that I would be more than happy to call all his doctors that did preform the exams and get copies, he curse and told me suggested that I was Preforming illegal act. I made copies of all his RXs and mailed him the original RX that we conducted to his address on file. He called me numerous times durning the day that I had to tell him I was going to call the cops if he continues to harass me or my staff.

I can not falsify records, and put my doctors names or NPIs on his prescriptions. I can give him copies of the copies he gave us. I feel he has been very unreasonable at this point, verbally abusive to me and my staff who has gone way above the call of duty for this customer. We try to do what we can to help all our customer that come through our doors. I hope that we can resolve this issue.

Should you need to reach me, please feel free to do so through email. I look forward to hearing from you.

Thank You

Pearle Vision

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Their response is filled with false claims and facts of occurrences. Once again, I am simply asking a COPY of the 3 prescriptions I filled at that location written by [redacted] and the optometrist at their location, known to me only as [redacted]. It is my legal right to obtain copies of prescriptions that were filled at this particular location. This is a violation of HIPAA to refuse such service. It is legal to charge up to $0.75 per copy which I will gladly pay but outright refusal of copies of records is unprofessional and illegal.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

**

Business

Response:

Good Morning,

We sent out all the prescriptions that were fill, please call [redacted] and he will be more than happy to send you a clear copy of your prescription.

Consumer

Response:

At this time, I have not been contacted by Pearle Vision regarding complaint ID [redacted].

Sincerely,

Review: On 10-**-15 I was charged $504 on my discover credit card merchandise and services. Pearle vision also went through my insurance which originally they told me I wasn't covered.so I ended paying out of pocket and my insurance was charged.my insurance and I have been in contact with pearle vision since 10-**-15 trying to resolve the refund. I've been passed to 3 different managers. Then finally they tell me it's too late to refund my card and that they'll mail me a check . I am still waiting for that said check .Desired Settlement: I want the check handed to me in person . I do not trust that this business has any intention on mailing out a refund check .

Review: I went to Pearle Vision in November of 2011 for a routine eye exam. After the exam I was told that I needed and additional test for my eyes. I was told that my health insurance would not cover the cost of the additional eye test and that the cost for the test would be the same whether I paid out of pocket or through my insurance. I told the woman from Pearle Vision that I would like to just pay out of pocket and I scheduled the eye test. I had the eye test done and I paid the amount in full on the day of the test. Several weeks later I received an invoice in the mail from Pearle Vision for $25. I called Pearle Vision and discussed this with a woman in the billing department who informed me that my health insurance did not cover the full amount of the testing I had had done. I informed her that I was previously told that the cost of the exam was the same amount regardless of whether I went through my insurance company or not. I also informed her that at the time of service I told the woman to charge me out of pocket instead of through my insurance and I did pay that full amount at that time. The woman I was speaking with told me that someone had made a mistake in the billing. I however, continued to receive bills from them for an amount, which I do not owe. I just last night received a letter from a collection agency for the amount of $26.90 which is actually $1.90 more than what Pearle Vision is claiming that I owe them. I would very much like this matter looked into, as I know that someone along the way has made a billing error and I do not owe any money to Pearle Vision. Thank you for your assistance.Desired Settlement: I would like the alleged debt to be deleted as I do not owe anything to Pearle Vision.

Business

Response:

To Whom It May Concern,

The patient sending this complaint was seen on 11/16/2011 for a medical examination. She had a $40.00 copay. We submitted her claim to her insurance carrier. The billed amount was as followed. Office Visit $120.00 Retinal Photo $120.00 which equals $240.00. The allowed amount was $114.00 which was applied to the patient's deductible. Therefore, her insurance company did not pay us anything for services rendered. We should have billed the patient $114.00 but as a courtesy we only sent her a bill for $25.00 for the Retinal Photos. On 02/12/2012 the patient called our office after she received a bill from us. We explained how no payment was made by her insurance company and that we would except the $40.00 copay as payment in full for her office visit, but that she was to pay $25.00 for the Retinal Photos. She understood and said that she would send the payment to us. When we didn't receive the payment, it was then sent to our collection department. I feel as though the patient is being unreasonable as we tried to work with her in excepting her $40.00 copay as payment in full for her office visit.

Sincerely,

[redacted]

Franchise Owner

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: the information provided in the response from the company is incorrect. As I previously stated in my complaint, it was told to me from the very beginning that my insurance did not cover the cost of the additional eye test and that my cost out of pocket was a total of $40, which I paid. It seems to me that whomever I spoke with about this at the time gave me incorrect information even though I asked twice to make sure that the total cost was $40. It is clear that someone at Pearle Vision made a billing error, but why they are being dishonest about what happened is beyond me. I don't see why I should have to pay an additional fee for someone else's mistake.

Regards,

Business

Response:

The patient clearly does not understand how her insurance works. On her [redacted] ID Card It states a $40.00 Specialist CoPay. That is just for the office visit. I have tried to contact the patient after she filed this complaint. She has not retuned my call. We value her as a patient and a customer at Pearle Vision and will waive this fee as there was obviously a misunderstanding.

Sincerely,

[redacted]

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me provided the fee does in fact get waived by Pearle Vision.

Regards,