Robbins Eye Center

Review: There are two issues, the main issue is billing and the second issue is stemming from the billing issues as Robbins Eye Center has been uncooperative in assisting me in fixing a pair of glasses that broke within 10 months of purchase.I have VSP Eye coverage that allows and exam every 12 months with a $10 co pay, which I paid during my visit. During my visit the technician told me that I should get a more invasive glaucoma test, which I stated as long as the test is covered by VSP I was ok with getting the test. Two weeks later I get a call from Robbins Eye Center to state that VSP did not cover the test and they wanted my medical coverage information which is Cigna. I gladly provided this information. Robbins Eye Center billed Cigna for $600.Basically Robbins Eye Center double dipped, with VSP and Cigna. Now for the good part, they expect me to pay another co pay of $30 for Cigna for services I was told would be covered under VSP. I paid my co pay of $10 which is required by VSP. In addition, I paid out of pocket $591.00 for my glasses and sunglasses. On 3/26 I went into Robbins Eye Center to ask that the glasses I purchased less that 1 year ago that broke once again like the broken record you owe $30 and we the frame is no longer available we can not help you. I called Marcon the manufacturer for the glass frames who informed me that the frames are under a 1 year warranty and that Robbins Eye Center is responsible to assist me. I was told to go back in and give the frames to [redacted] and they will send to Marcon for inspection. I go back to Robbins Eye Center on 3/27 and first deal with another nasty person who tells me the frames are only covered under warranty 3-6 months, and again they start with the $30 I do not owe them. The nasty [redacted] makes and appearance and again we start with the $30, and the other nasty man starts with we can send the glasses to Marcon, you need to pay for shipping removal of lenses- are you kidding me? I want my glasses fixed and I do not owe another $

Product_Or_Service: 05/03/2012

Desired Settlement: DesiredSettlementID: Replacement

I do not owe Robbins a dime- period and I want my glasses fixed.

Business

Response:

Business Response /* (1000, 5, 2013/04/10) */

Contact Name and Title: [redacted] CEO

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@robbinseyecenter.com

Revdex.com,

Ms. [redacted] came to Robbins Eye Center for a comprehensive eye exam on May 3rd 2012. During the exam Dr. [redacted] recommended that the patient have scanning preformed. The scanning is not considered to be "routine" and is therefore not a covered service under any routine vision insurance. Therefore, the claim was not sent to the routine insurance, due to the medical diagnosis and scanning, rather it was sent to the patient's primary medical insurance. However, there was part of her exam that was deemed to be routine and that particular portion was sent to the routine vision insurance, not the medical insurance. No part of the exam, scanning or otherwise, was sent to two insurances, there was no "double dipping" involved. All billing was executed according to the law and the contracts that Robbins has with the insurances involved. Additionally, the patient did not pay $10 as claimed, but does still owe $30, as dictated by her own insurance plan, for the co-pay of the exam that she received.

On the same date as Ms. [redacted]'s exam, she decided to purchase eyeglasses and sunglasses from the Robbins Eye Center Optical. Ms. [redacted] used her routine insurance to purchase a pair of Calvin Klein designer glasses with progressive lenses which came to $273.00. We also sold her a pair of sunglasses with a 30% courtesy insurance discount for $318.50. On March 26th 2013 Ms. [redacted] came into the Robbins Eye Center Optical and met with [redacted], an apprentice optician. She requested that her glasses be fixed, [redacted] informed her that they were broken and could not be repaired and the damages were not covered by manufacturer's warranty because due the fact they were damaged after they were purchased. She requested the phone number of the manufacturer because she said she will take care of it herself. [redacted] further attempted to assist this patient by looking up her information, and upon doing so identified that the patient's account had been sent to collections for $30. [redacted] informed the patient of the situation; however Ms. [redacted] insisted that the $30 was a billing error.

Later that afternoon, our switchboard operator informed us that Marchon was on the phone looking for an optical manager. [redacted], Lead Optician, took the call. Marchon was questioning Robbins as to why we denied working with Ms. [redacted] in repairing her Calvin Klein frame. [redacted] informed the Marchon that the frame was broken, it was not a manufacturer's defect. Marchon suggested that [redacted] send the frame in for evaluation, once the $30 on the account was taken care of. Marchon duly informed Robbins that they would relay the details to Ms. [redacted] as well.

On March 27th 2013 Ms. [redacted] came to Weverton at one of the Optical dispensing stations looking for [redacted]. Ms. [redacted] threw the glasses down on the desk and told Robbins that we have to send these to Marchon for warranty evaluation. Weverton informed her that she had to take care of $30.00 dollar balance prior to any further service. [redacted] further noted that the balance was due to a test performed during her office visit. [redacted] informed her that this was a company policy, that all accounts in collections must be settled before any additional services can be rendered. Ms. [redacted], extremely irritated, stormed out of the practice taking her glasses with her.

Approximately an hour later we received another call from Marchon Eyewear asking to speak with [redacted]. Marchon asked why we would not help this patient, and again [redacted] informed them about the collections issue that needed to be addressed before we could continue service. They agreed and asked if we authorized the patient to send them the broken eyeglass frames directly. [redacted] then authorized this transaction to occur. To the best of our knowledge the patient has yet to send her frames to Marchon.

Best,

Robbins Eye Center

Consumer Response /* (3000, 7, 2013/04/11) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

I have the recipt to prove I paid my $10 co pay and also have verification from VSP that I paid the $10 co pay. Nor did I throw down my glasses on anyone's desk, this response is a absolute frabication on the part of the people I dealt with a Robbins Eye Center. I am contacting Cigna to investigate the claim submitted as Robbins did double dip. I do not want any other response from Robbins as I will never deal with them again, and it will be cold day in [redacted] before they get another dime from me.