Roswell Vision Source

Complaint: [redacted] I am rejecting this response because: it took four months for billing to be sent out I had provided the business with all my health insurancesThey knew there was changes and the physician stated that my condition was covered Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Good Evening ***, Sorry for the delay in my response. I have been out of the office for the past several days. I made contact with the customer last week and was able to determine that the charges on his account were in fact fraudulent and we have issued credits to clear his account. The customer was contacted and was satisfied with this resolution Please let me know if there is any further information that you need Thank you, *** ***

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
Regards,
*** ***

I am the District Manager that covers the Waco, TX locationUpon reviewing the complaint and researching the account number referenced, I found that this account is serviced by our sister company Airgas Gulf Coast, in particular this account is assigned to their San Antonio, TX locationI have
forwarded a copy of the complaint to the District Manager for the San Antonio Area, *** ***His email address is *** Since the account is assigned to our sister Region, they would have to be the ones to address Mr*** concernsI apologize for any inconvenience this may have causedIf you do not receive resolution to your issue, please feel free to email me directly at *** and I will escalate this issue to the Area VP for San Antonio.Regards,*** ***

[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 is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I would like this complaint to be transferred to the correct location in San Antonio, so they can resolve.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: it took four months for billing to be sent out I had provided the business with all my health insurances. They knew there was changes and the physician stated that my condition was covered.  
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

After reviewing with staff members Ms. [redacted] was given an itemized bill the same day she requested one.  Unfortunately, her insurance plan had changed since her previous exam a year ago.  The plan type at one time did cover a contact lens supply and all was billed to the vision insurance...

on November 4, 2015.  Once insurance paid a portion of the bill it was then forwarded by her insurance as patient responsibility.  Statements are automatically generated and mailed out.  The staff tried to explain why a bill was sent out, but we did not know the insurance plan type had changed during the call on March 7th.  After discovering what the reason was a staff member spoke with Ms. [redacted] on March 9th and was given a fax number to send over an itemized bill.  Jeffe, (staff member) tried calling Ms. [redacted] back but the call was not answered.  We only are able to bill the insurance the patient provides to our office and are not allowed to bill two vision insurance plans for the same service.

I understand the frustration regarding this matter.  The insurance information was updated in the file and when billing for services we are not always guaranteed payment or coverage of services.  I understand in the past the insurance has covered everything in full.  If the doctor stated insurance would cover the supply of contacts it was simply due to the fact that the previous exam the insurance did pay for all services.  With insurance changing so often and plan coverage or types either paying more or paying a reduced amount is unknown to us when filing with any health or vision plan.  We are unaware of any out of pocket on deductible or patient responsibility after insurance has posted or paid towards the account.  I apologize it took from November to March to receive the first statement.  The account was never past due or reflecting negatively and was forward over by the insurance not our office directly.  The notation or reason by insurance to forward balance was "patient responsibility" and "exceeds patient allowance"