Reed Eye Associates

Last autumn, my vision seemed to be changingSo I made an appointment with Reed Eye *** in NewarkThe exam was in January 2018, at which time, the eye doctor "couldn't get it right"( her words), but changed my prescription for my glassesThis was all out of pocket, since my insurance wouldn't cover it until JuneAt this appointment, they didn't dilate my eyes, since it would be at an additional expenseGot the new glasses, also out of pocket, but couldn't wear them, as they made my vision even worse!!! Went back in, but was told that I needed to go to my PCP doctor, as there may be some underlying health issuesThis is February by nowMessaged my Doctor, got an appointment for FebruarySaw my doctor, but he didn't find any issues, and sent me for bloodworkDid the bloodwork, and went back in in March to the Doctor to consult about the resultsHe didn't find any underlying health issuesSo, I called Reed eye *** and they told me that I needed to come back in for them

Prior to my appointment I had presented Reed my new insurance card and number, over the phone prior to my appointment, as well as at the front desk with the receptionist on the day of my appointmentI waited about minFor my appointment to beginAfter a hr appointment and picking out glasses and putting down a deposit on my new glasses, I proceeded to the check out where I was then told my insurance was not active until wks later, Unfortunately it was still active under my old insurance which they stated THEN they did not acceptI believe it was their job to be sure my insurance was active in their system prior to my appointment, otherwise I would have no ideaThey then took it upon themselves to cancel my glasses order and take my deposit to put towards my NOW NEW billAny other time they would have called me and cacnceled my appointment if they did not have active insurance informationThis office handled this situation very poorlyI will NEVER return

I am writing in response to the complaint filed on 4/18/ID *** As the patient states she did provide us the information that she had *** *** Option for her insurance coverageHowever, on the day she called January 31st, to schedule her appointment she did not provide us a
new ID# for her policyOn February 1st, we left the patient a message stating that we could not find active coverage under the policy we had on file, and asked that she call us back with updated insurance information otherwise the cost of the appointment without insurance coverage would be $The patient then called back the next day on February 2nd, to say she “was checking into it, and would call us back” The following day February 3rd, the patient called to reschedule her appointment she had for that day to the following week on February 8th, but still did not provide any updated insurance coverage On the morning of February 8th, the patient presented a new ID card at the front desk dated March 1st, Our representative at the front desk stated the patient informed her “she knew she was covered”The patient proceeded though the appointment, placed an order for two pairs of glasses, one of which to be covered by said insuranceWhen the patient came to check out our office manager tried to collect payment from the patient who said again “she knew she was covered, and that *** *** kept messing things up”She continued to say that she had to get her social worker involved because she should be covered as of February 1st, not March 1stOur office manager again explained that there was no insurance coverage showing active and that the total cost would be $Patient put a deposit down towards a pair of glasses and left without paying for the appointment still insisting that she had coverage and would straighten out with *** *** and get back to usOur office manager then held aside the appointment and order for glasses on hold waiting to hear back from the patient as to how to proceed The next day February 9th, patient called and spoke to our office manager on the phone stating that she only had *** for the month of FebruaryOur office manager apologized and stated we did not participate with ***, only the *** managed care products including *** *** OptionShe went on to explain to patient that if she did not have *** *** Option like she thought that she would be responsible for the appointment as well as the glasses that were on orderPatient at that point still yet again stated she wanted to check again with *** *** Option and get back to us At this point the glasses had not been ordered because they were on hold pending insurance coverage and a response from the patientAfter over a week of not hearing back from the patient our billing department went ahead and processed a bill to be sent to the patientIt was not until after the second statement went out that the patient telephoned on April 18th, wanting to know why her optical order was cancelled and why her bill was showing her deposit she originally put down applied towards her appointmentOur office manager spoke with her first trying to explain how the optical orders were never placed waiting for a response from her and when over a month went by that they didn’t hear back they assumed she no longer wanted to place the order and billing was sending a bill for the difference of what she originally put down towards glasses and what she still owed on accountPatient was very unhappy with that response and asked to speak with someone above her I then called the patient back and explained again about the appointment, patient felt that it was our responsibility to “run her insurance card upon arrival”I stated we made multiple attempts ahead of time trying to verify insurance with her, and that she was not sure what her insurance coverage was at the time of the visit and was unable to provide us the correct information until the day after the appointmentI also explained to her that the orders in optical were never actually placed because we were waiting on a response from her as the patient to let us know that her coverage was activeShe questioned why someone else would have cancelled her order, to which I explained again that they weren’t “cancelled”That after more than a month of not hearing back from her the Optical never placed the order because we were waiting for a response on her insurance coverageShe then was unhappy with the fact that instead of refunding her deposit of $towards the glasses that we chose to keep it and apply it towards her balance for her appointment and how she thought it was separateWhile I understood her frustration in all of this, I explained that I would be happy to reinstate the deposit she originally made towards her eyeglasses if she decided she wanted to proceed with the order but that she would then still need to pay for her appointment that was now past due for the total amount of $Patient at this point has only paid $which was a deposit put down towards eyewear and has not paid anything towards the balance of $on account to dateTotal due on her account is $ Since the medical exam was performed, we will not be refunding the above mentioned payment of $

Having taken my glasses back times, (the first time well within the warranty period) , for the same problem, I can't see right through them They were adjusted, still didn't work, the last time I was told I needed another exam The final outcome I was told I would have to purchase another pair of glasses as they were now out of warranty My family will not be using Reed eye any longer after years of patronization

Here at Reed Eye we strive to enable every patient to see their best A complete eye health check up must include a dilation. It is not until we have exhausted all possibilities with in the eye health that we would recommend seeing a physician. During January's refraction [redacted] was correctable to...

20/20 minus one letter in the right eye. Without doing a comp eted dilated exam, there is no clear way to identify why the right eye could ot see crisply. The patient did not return in March. There was a phone call stating that blood work had been completed, as we never recommended blood work, we again recommended a complete dilated eye exam. [redacted] chose to wait until May for insurance purposes. At that appointment [redacted] said his distance and reading vision was ok. The doctor did change the prescription. However [redacted] said he would wait until his insurance was eligible before he rep aced lenses. Although we wish [redacted] had spoken directly to the optical team before contacting Revdex.com, we have manufactured new lenses with the prescription [redacted] chose at the May eye exam and chose to not charge Jorn, or his insurance company, the cost of that eye exam. We pride ourselves on giving extraordinary care and am confident that [redacted] has the best prescription.