Vail Vision

Complaint: [redacted] I am rejecting this response because:Vall Vision is a business and are attempting to clear their name because they want a polished reputationThey have several other bad reviewsone in which is a similar claim to mineanother patient staying that they were forced into something and were being billed for something that they did not see fitTheir employee who spoke with me became disrespectful first and called me a liar, telling me I had no proof that I didn't have to payi would have NEVER come back for additional follow up appointments so many times without insuranceI spoke with an employee (a man) at the front desk who told me I would not have to pay for all my visitsIf the company has cameras in their presence which I'm sure they doThey would see the person I was talking aboutVail Vision Knows they are in the wrong and will not take responsibilityThey are liars and disrespectful to their customersAs soon as I received letters that my bill was sent to collections, I calledAND they NEVER returned my callsalso it took them three weeks after I submitted my Revdex.com claim to even send out a responseAnd like I said, when I received the ONE bill even though they claim they sent manyI called as soon as it was openedThey are lying and the only reason they'll get away with it is because they're a company that has moneyIt's disgusting and should be illegal what they're doing Regards, [redacted] ***

To whom it may concern:Please let this letter serve as a formal response to the complaint [redacted] submitted on 3/1/in regards to visits dated 2/11/through 2/20/(five appointments total) at Vail Vision in Edwards, CO The patient paid for two visits, but not the remaining three Her reasoning for this was that “some guy” told her she wasn’t going to have to pay If we went by that logic (not charging someone because they tell us they were told “someone” they wouldn’t have to pay) we’d be out of business Unfortunately, that wasn’t enough information to validate her claim, and furthermore, the only people in our organization authorized to make that determination are the doctors themselves, and the CEO of our company, none of whom made such an arrangement (were that the case it would be in the patient’s chart) Having said that, efforts were clearly made to work with the patient (given her circumstances) for each of her visits, as evidenced by the patient ledger (all appointments were discounted) Statements from her visits were sent on 3/16/16, 4/15/16, and 5/13/16, the last of which informed her that the balance would be sent to collections if we didn’t receive a response within days.To her credit, the patient reached out on 5/26/(almost three months after her last visit – not a few weeks after as the compliant claims) and was wildly antagonistic from the onset She was informed that “some guy” telling her she wasn’t going to have to pay was not sufficient and that if she could remember who told her that, we’d be happy to look into it further to understand what had transpired When she couldn’t remember a name, she became more volatile, raising her voice and talking over the person trying to help her At no point was any demand for payment made To the contrary, efforts were being made to understand the situation so that a solution could be identified About three minutes into the conversation the patient hung up as the person assisting was in mid-sentence A return call was made immediately after, and a voicemail was left, to which no response was received The team was informed to direct the patient to our CEO should she reach out again, and that if she didn’t follow up within two weeks, to send the matter to collectionsThe matter was sent to collections on 6/9/when we didn’t hear from the patient again There was no subsequent communication thereafter, until her claimed attempts to reach out to us during February of 2017, or, a year after her appointments, and almost months after her last interaction with us The patient is attempting to make it appear as though she was proactive in her response, but the evidence indicates otherwise We made attempts to connect (sending multiple statements over a two-month period) When she finally tried to reach out, it was three and a half months after her first appointment, and it was only due to the threat of being sent to collections (as is usually the case when it gets to this point) We would’ve worked with her if not for her blatant disrespect and highly offensive tone during the phone call on 5/26/ Even still, she was given another two weeks to let “cooler heads” prevail, and she never called back, so we considered the matter closedGiven the aforementioned information, we will not be apologizing, nor will we be “removing the bill from her name altogether” The patient is wholly responsible for the balance, and for her actions in dealing with this matter We request that her communication with us ceases immediately, and that all subsequent interactions regarding this matter are directed at the collections agency, or the Revdex.com.If we may provide any additional information to the Revdex.com in regards to this matter, please consider us at your service, otherwise, we look forward to a quick resolution Respectfully,The Vail Vision Management Team

Complaint: [redacted] I am rejecting this response because:Vail vision will not take responsibility on behalf of their front desk employeesThey claim that only a doctor or upper level management can adjust pricing, yet your staff member told me otherwiseMaybe instead of blaming a customer for something that is not their faultyou should spend some time investigating your own employeesAs a businessyou also have a "must pay upon service" rule in place, do you not? It says that on one of your forms you sign when filling out paperwork for a new patientWhy was I allowed to leave without paying upon time of service if you claim that nobody told me I didn't have to pay for all my visits?? Shouldn't I have had to pay before I left the building after my "service" was completed?? The answer is yes, I should haveBut since one of your employees told me otherwise, I left without paying because I was told I didn't have toIn your first response, you also say I "claimed" to have called in February I attached proof to my file I didFour timesMy calls were never returnedNobody asked me not to call and all employees I spoke with said I would receive a call backYet I didn'tso you saying in your original response that I only "claim" to have calledis a very poor choice of wording on your partAnd saying without the actual wordthat I was lyingWhich I was not and have proof ofAgain, the ONLY reason I came back to your place of business for so many follow ups was because I was told I would not be chargedSeeing me for four follow ups along with an initial visit for my condition is excessiveNo other doctor would request suchI actually had the same problem occur in the same eye because your doctor's failed to properly treat itI went to another office and they charged me even less than what you did for one visit (with discounts)They did not request four follow ups, as that would be outrageousYou are trying to charge me for visits that were not necessary and if I would have been charged like you're claiming I needed to be by your staffthen I would have NEVER come back after the second visitMy eye was improving, I had no insurance, and I got the instruction from the first two visits on how to better the condition of my eye.You talking about other reviews that are positive have nothing to do with my case or situationThey did not experience what I didAnd im quite sure if others had experienced what I did at your office and communication thereafter, they would be writing a negative review as wellYou continue to ask that I only have communication with [redacted] or the Revdex.com to contact youhowever I have not once attempted to after my last call in February as seen in attached proofs that I did call when I "claimed" to haveSo I'm not sure why you're requesting this at alllet alone againAlso, you state that you won't bill me for additional money because you are not "spiteful", yet bringing it up at all is spitefulYou also "claim" that I never acknowledged a discount given to me for my services renderedagainseems you have very poor communication with your staffas when I was there I acknowledged it plenty and said many "thank yous"Lastly, you did not address my issue about the cameras in officeDo you have them? If So, you would see the "some guy" (your wording, not mine) that I spoke with in the office who told me I would not have to pay for all my servicesAGAIN, I would have NEVER come back for all those UNECESSARY follow ups knowing that I would be charged for themIt is not my fault that one of your employees spoke incorrectly to meYou, as a business, are responsible for things your employees say and do.Regards, [redacted] ***

Complaint: [redacted]
I am rejecting this response because:Vail vision will not take responsibility on behalf of their front desk employees. They claim that only a doctor or upper level management can adjust pricing, yet your staff member told me otherwise. Maybe instead of blaming a customer for something that is not their fault... you should spend some time investigating your own employees. As a business... you also have a "must pay upon service" rule in place, do you not? It says that on one of your forms you sign when filling out paperwork for a new patient. Why was I allowed to leave without paying upon time of service if you claim that nobody told me I didn't have to pay for all my visits?? Shouldn't I have had to pay before I left the building after my "service" was completed?? The answer is yes, I should have. But since one of your employees told me otherwise, I left without paying because I was told I didn't have to. In your first response, you also say I "claimed" to have called in February 2017... I attached proof to my file I did. Four times. My calls were never returned. Nobody asked me not to call and all employees I spoke with said I would receive a call back. Yet I didn't... so you saying in your original response that I only "claim" to have called... is a very poor choice of wording on your part... And saying without the actual word... that I was lying. Which I was not and have proof of. Again, the ONLY reason I came back to your place of business for so many follow ups was because I was told I would not be charged. Seeing me for four follow ups along with an initial visit for my condition is excessive. No other doctor would request such. I actually had the same problem occur in the same eye because your doctor's failed to properly treat it. I went to another office and they charged me even less than what you did for one visit (with discounts). They did not request four follow ups, as that would be outrageous. You are trying to charge me for visits that were not necessary and if I would have been charged like you're claiming I needed to be by your staff... then I would have NEVER come back after the second visit. My eye was improving, I had no insurance, and I got the instruction from the first two visits on how to better the condition of my eye.You talking about other reviews that are positive have nothing to do with my case or situation. They did not experience what I did. And im quite sure if others had experienced what I did at your office and communication thereafter, they would be writing a negative review as well. You continue to ask that I only have communication with [redacted] or the Revdex.com to contact you... however I have not once attempted to after my last call in February as seen in attached proofs that I did call when I "claimed" to have. So I'm not sure why you're requesting this at all... let alone again. Also, you state that you won't bill me for additional money because you are not "spiteful", yet bringing it up at all is spiteful. You also "claim" that I never acknowledged a discount given to me for my services rendered... again... seems you have very poor communication with your staff... as when I was there I acknowledged it plenty and said many "thank yous". Lastly, you did not address my issue about the cameras in office. Do you have them? If So, you would see the "some guy" (your wording, not mine) that I spoke with in the office who told me I would not have to pay for all my services. AGAIN, I would have NEVER come back for all those UNECESSARY follow ups knowing that I would be charged for them. It is not my fault that one of your employees spoke incorrectly to me. You, as a business, are responsible for things your employees say and do.Regards,
[redacted]

To whom it may concern:Please let this letter serve as a formal response to the complaint [redacted] submitted on 3/1/17 in regards to visits dated 2/11/16 through 2/20/16 (five appointments total) at Vail Vision in Edwards, CO.  The patient paid for two visits, but not the remaining three....

 Her reasoning for this was that “some guy” told her she wasn’t going to have to pay.  If we went by that logic (not charging someone because they tell us they were told “someone” they wouldn’t have to pay) we’d be out of business.  Unfortunately, that wasn’t enough information to validate her claim, and furthermore, the only people in our organization authorized to make that determination are the doctors themselves, and the CEO of our company, none of whom made such an arrangement (were that the case it would be in the patient’s chart).  Having said that, efforts were clearly made to work with the patient (given her circumstances) for each of her visits, as evidenced by the patient ledger (all appointments were discounted).  Statements from her visits were sent on 3/16/16, 4/15/16, and 5/13/16, the last of which informed her that the balance would be sent to collections if we didn’t receive a response within 30 days.To her credit, the patient reached out on 5/26/16 (almost three months after her last visit – not a few weeks after as the compliant claims) and was wildly antagonistic from the onset.  She was informed that “some guy” telling her she wasn’t going to have to pay was not sufficient and that if she could remember who told her that, we’d be happy to look into it further to understand what had transpired.  When she couldn’t remember a name, she became more volatile, raising her voice and talking over the person trying to help her.  At no point was any demand for payment made.  To the contrary, efforts were being made to understand the situation so that a solution could be identified.  About three minutes into the conversation the patient hung up as the person assisting was in mid-sentence.  A return call was made immediately after, and a voicemail was left, to which no response was received.  The team was informed to direct the patient to our CEO should she reach out again, and that if she didn’t follow up within two weeks, to send the matter to collections. The matter was sent to collections on 6/9/16 when we didn’t hear from the patient again.  There was no subsequent communication thereafter, until her claimed attempts to reach out to us during February of 2017, or, a year after her appointments, and almost 9 months after her last interaction with us.  The patient is attempting to make it appear as though she was proactive in her response, but the evidence indicates otherwise.  We made attempts to connect (sending multiple statements over a two-month period).  When she finally tried to reach out, it was three and a half months after her first appointment, and it was only due to the threat of being sent to collections (as is usually the case when it gets to this point).  We would’ve worked with her if not for her blatant disrespect and highly offensive tone during the phone call on 5/26/16.  Even still, she was given another two weeks to let “cooler heads” prevail, and she never called back, so we considered the matter closed. Given the aforementioned information, we will not be apologizing, nor will we be “removing the bill from her name altogether”.  The patient is wholly responsible for the balance, and for her actions in dealing with this matter.  We request that her communication with us ceases immediately, and that all subsequent interactions regarding this matter are directed at the collections agency, or the Revdex.com.If we may provide any additional information to the Revdex.com in regards to this matter, please consider us at your service, otherwise, we look forward to a quick resolution.  Respectfully,The Vail Vision Management Team

Vail Vision has already replied to this complaint, and will not be deviating from our initial response.  We take great pride in the care we provide to, and the relationships we have with, our patients.  Our 97% favorable rating over 1000 reviews on [redacted] supports this premise. We refuse to have our reputation sullied by someone who, simply put, received a service, and is trying to get out of paying for it (a service for which she received multiple discounts given her circumstances, saving her upwards of hundreds of dollars, which she has never acknowledged).  Given how frustrating this experience has been for us, we're of the thinking we could amend the original amount sent to collections to reflect the actual amount she should've been charged (absent discounts).  We will not, however, be doing that because we are not spiteful, and because we hold ourselves to a higher standard.  We do request that moving forward this patient restrict her communication regarding this matter to either the Revdex.com, or the [redacted].Regards, Vail Vision Management Team

Complaint: [redacted]
I am rejecting this response because:Vall Vision is a business and are attempting to clear their name because they want a polished reputation. They have several other bad reviews... one in which is a similar claim to mine... another patient staying that they were forced into something and were being billed for something that they did not see fit. Their employee who spoke with me became disrespectful first and called me a liar, telling me I had no proof that I didn't have to pay. I would have NEVER come back for additional follow up appointments so many times without insurance. I spoke with an employee (a man) at the front desk who told me I would not have to pay for all my visits. If the company has cameras in their presence which I'm sure they do... They would see the person I was talking about. Vail Vision Knows they are in the wrong and will not take responsibility. They are liars and disrespectful to their customers. As soon as I received letters that my bill was sent to collections, I called. AND they NEVER returned my calls... also it took them three weeks after I submitted my Revdex.com claim to even send out a response. And like I said, when I received the ONE bill even though they claim they sent many... I called as soon as it was opened. They are lying and the only reason they'll get away with it is because they're a company that has money. It's disgusting and should be illegal what they're doing. 
Regards,
[redacted]