Southwest Vision Center

Complaint: [redacted] I am rejecting this response because:They told me they could do it and they would take my insurance and the company that did the the work would eat the costI waited weeks to get the glassesIf they did not want my business they should have told me up frontOne thing for sure, they won't get anymore of my business Regards, [redacted]

Good morning Ms***,Thank you for returning my call this morning and per your direction I’m responding to you in writing. ***’s Situation……In March *** *** brought in an eyeglass RX from a different eye doctor’s office (outside rx) for ***.His prescription is extremely
highDue to his high prescription the eyeglasses could not be made with the standard lens material that his insurance coversThe patient would be responsible for the upgrade & high RX fees…..$for “poly”$High Rt Eye Sphere$High Rt Eye Cylinder$High Lt Eye Cylinder$Total out of pocket from patientTheir insurance company was responsible for …$for lenses$for frame$total coverage from insuranceHad the patient and the insurance company paid their portion we would have collected $for this job.Ms*** did not want to pay for the material up grade and the high rx fees She insisted that their insurance should cover itWe had the job in house for weeks trying to get an approval from their insurance company and/or trying to see if it was possible to make the lenses with the standard covered materialWe finial just went ahead and made the glasses with the poly material so the Child would have glasses Our no insurance (private pay) retail on these glasses is….$upcharges for lenses $ Frame & Standard material lenses$199.00We were never paid for these lenses or the frame by the patient or their insurance company The “covered” frame the patient chose does not come with any warranty It is a very low end frame due to the very low reimbursement from the insurance company ($17) Ms*** came to the office on four occasions with a broken frame On three of these occasions we charged her an extremely low replacement free of $ Between the third and fourth time we had to changed our “Replacement Policies” because we could no longer afford to offer the $replacement policy due to the loss of revenue.On Ms***’s fourth (last visit) she came in with a broken frame we explained to Ms*** that we were no longer able to do the $replacement policy for anyone We explained our new policy to her She was very upset and we ended up agreeing to the $replacement policy one last time but she would also need to pay for the shipping of the frame ($shipping fee)She refused and wanted us to do more We explained to her that was the best we could do.The frame that ***’s chose is a frame that many of our patients have and they have not had any issues with the frame Now with that said …No other patient in that frame has the extremely high prescription that *** has. ***’s Situation…..In July *** *** brought in an “outside rx” for ***’s eyeglassThe prescription would expire on 09/09/They pay $out of pocket and we submitted the claim to their insurance company The insurance company paid the claim on 08/04/($39)The eyeglass prescription was correct in the right eye but the left eye was off (It needed to be +but was made at +2.00) We missed the mistake and it was only after *** was taken to the same outside doctor for his annual exam that the mistake was found Ms*** brought the glasses back to us and we made the correctionObviously at no charge.At this point we feel that we have been more than fair with Ms*** and her situationWe also feel it would be best if Ms*** took her business to any other eye doctor’s office that excepts her insurance Respectfully,*** ***Business Manager

Complaint: [redacted]
I am rejecting this response because:They told me they could do it and they would take my insurance and the company that did the the work would eat the cost. I waited 8 weeks to get the glasses. If they did not want my business they should have told me up front. One thing for sure, they won't get anymore of my business.
Regards,
[redacted]