This is in response to [redacted] about VNV Optical International.On the evening of June *, 2015, [redacted] called our...
office and requested that she needs a new pair of glasses. We checked her insurance online and found out she was not eligible for a new pair. We told her on the phone that she was not due for a new pair until 03/**/2016. [redacted] stated that she came to us in June 2013 and therefore she is eligible since the two years have been met for the glasses. She asked that we call the insurance to verify which we were not able to do right away since our receptionist was busy at the time. However, we did call the insurance that evening before we left for the day and her vision insurance informed us that she was not eligible for exam and lenses since she went to a different office on 03/**/2014. We left a message for her on her phone that evening. We then again called the insurance on Saturday June * to confirm one more time for [redacted] and yes the insurance office is open from 9am to 3pm every Saturday. We then called her to let her know that we did call the insurance and they told us one more time she was not eligible as of this date. We also told her she could call the insurance herself and find out why since she said that she never went for a visit in 2014. She did tell us she called and the insurance told her she was eligible. We believed that she was misinformed in this matter since she probably called her medical insurance and not her vision insurance and therefore of course if it's a medical issue she is entitled to a medical eye exam. In this case she needs a new pair of glasses and that is not considered a medical exam but just a vision exam to which she is not due yet for one. Also when we called her vision insurance, they told us they never received any phone call from [redacted] for the last 90 days.It is unfortunate that she felt we did not do our services as what she stated in her complaint. We did our best to help her. We called twice to the insurance on the same evening and the next day to verify her eligibility. However, she was not eligible and therefore tied our hand as what we could do. We have been at our office location for the last 18 years and we always try our hardest to satisfy our customers. We recommend that [redacted] should call her vision insurance and requests her lenses as a replacement but she is required to go to the last office she visited since they have her most updated RX. According to the records of her insurance, we were not the office that she came most recently, otherwise we will not hesitate helping her get a replacement of glasses.
This is in response to [redacted] about VNV Optical International.On the evening of June *, 2015, [redacted] called our...
office and requested that she needs a new pair of glasses. We checked her insurance online and found out she was not eligible for a new pair. We told her on the phone that she was not due for a new pair until 03/**/2016. [redacted] stated that she came to us in June 2013 and therefore she is eligible since the two years have been met for the glasses. She asked that we call the insurance to verify which we were not able to do right away since our receptionist was busy at the time. However, we did call the insurance that evening before we left for the day and her vision insurance informed us that she was not eligible for exam and lenses since she went to a different office on 03/**/2014. We left a message for her on her phone that evening. We then again called the insurance on Saturday June * to confirm one more time for [redacted] and yes the insurance office is open from 9am to 3pm every Saturday. We then called her to let her know that we did call the insurance and they told us one more time she was not eligible as of this date. We also told her she could call the insurance herself and find out why since she said that she never went for a visit in 2014. She did tell us she called and the insurance told her she was eligible. We believed that she was misinformed in this matter since she probably called her medical insurance and not her vision insurance and therefore of course if it's a medical issue she is entitled to a medical eye exam. In this case she needs a new pair of glasses and that is not considered a medical exam but just a vision exam to which she is not due yet for one. Also when we called her vision insurance, they told us they never received any phone call from [redacted] for the last 90 days.It is unfortunate that she felt we did not do our services as what she stated in her complaint. We did our best to help her. We called twice to the insurance on the same evening and the next day to verify her eligibility. However, she was not eligible and therefore tied our hand as what we could do. We have been at our office location for the last 18 years and we always try our hardest to satisfy our customers. We recommend that [redacted] should call her vision insurance and requests her lenses as a replacement but she is required to go to the last office she visited since they have her most updated RX. According to the records of her insurance, we were not the office that she came most recently, otherwise we will not hesitate helping her get a replacement of glasses.