Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint I have voice recorded conversations, that support my claimThey had better recheck their records because I have documentation I paid the co-pay, the glasses were an after thought when I was leaving the officeEntirely different transactionsI PAID the with a different tenderNice try though.
If I had a contact examine, where's my prescription, never happened I refuse to have further communications with this office manager, I would like to follow this up with the owner and making attempts to contact them I have seen some people stoop low to discredit others in an attempt to cover their own actions, but the claim that I stated that someone should die, and to fabricate they spoiled my vacation is not only a lie but sickening (bad karma) ...first of all for the record, I was in New Hampshire to spread my father's ashes, after two long weeks by his side in Hospice...holding him in my arms as he took his last breath...and I am going to wish someone dead? As, I stated, my conversations were recorded and I assure you the character that is reflected is none other than someone who was done an injustice.
I have documentation, not just a he said, she said.
I would like direct contact with the owners, I would like an apology, my check returned that clearly is memo for only glasses, and the fees refunded to me for those incurred by fraudulently cashing my checkRespectfully,
*** ***
[Provide details of why you are not satisfied with this resolution.]
Regards,
Sent: Tuesday, September 08, 2015 2:02 PMSubject: Response to Complaint ID [redacted] Hello, Our office would...
like to respond to a complaint filed on us by Ms. [redacted]. Ms. [redacted] visited our office on 6/5/2015. She was scheduled for a regular eye exam with contact lenses but when she arrived, she was complaining about eye irritation, watering eyes. As a medical office, we have to address the chief complaint that the patient has. Ms. [redacted] was told that if her visit turned to a medical condition, we could bill her medical insurance plan. During her visit with the doctor, he found an infection in her eyes. He told Ms. [redacted] that he could not finish the eye exam since the prescription he would find would be off due to the infection. He also told her that she needed to stay out of her contacts while the infection healed. He did recommend that Ms. [redacted] get a back up pair of glasses to wear. After the exam, Ms. [redacted] came up to the front desk very agitated and was upset that she didn't get a new contact lens prescription and that she didn't have any contacts to wear to drive home. Several employees tried to explain why she was not given a contact lens prescription due to the infection but Ms. [redacted] would not listen to the employee. I spoke to Ms. [redacted] to see what we could do to explain better why she did not get the new prescription for contacts. Ms. [redacted] told us that she had no way to drive home since she no longer had her contacts. Our office never lets the patient throw away any contacts until they are given a new pair. I asked Ms. [redacted] if she still had her contacts that she wore in to the visit and she produced the pair of contacts from her purse. I advised her that it is not recommended that she put those back in since she had the infection. We were going to make her glasses that she could use to drive home. Ms. [redacted] continued to argue with me and demanded that we give her new contacts. The doctor came back out and took Ms. [redacted] back to see her for the contact lens evaluation. He gave her a temporary pair and told her that she would have to come back once the infection cleared so that he could finalize the prescription since the infection affects the patients vision. The patient owed us for the medical visit, which she paid $50. We told her that she would have to pay for the contact lens evaluation since she was now seen for contacts. She wrote us a check for her glasses but called later that day to let us know that she wanted us to hold the glasses and her check, which we did. Ms. [redacted] never responded back to us if she wanted the glasses or not so we held the check and tried to call the patient. This is the notes in the patient's file regarding that phone conversation: 06/09/2015- [[redacted], [redacted]]: Called today and spoke to patient regarding the glasses order we had on hold. She stated that she did not want to order glasses with us, and that she had purchased glasses at [redacted]. I let her know we would go ahead and cancel her order for glasses and that she would owe $ 57.00 the Eval, she stated she already had paid for her exam and could not do anything with the cl's until her infection was cleared up. So I let the lab know to leave the $57.00 as a balance and to go ahead and cancel the order. I left the check we did not deposit in the tray. We tried to reach out to Ms. [redacted] later on 7/21/2015 to remind her that she still owed for the contact lens evaluation. During that phone call Ms. [redacted] verbally assaulted our employee and was screaming and yelling at her and calling her names. The employee did not get the chance to tell the patient that when we filed her medical insurance for her infection, that her deductible had not been met so she had a balance from that as well. Due to the way that Ms. [redacted] spoke to our employees, we did not reach out to her again. The owner of the business told us to deposit her check that she left with us since Ms. [redacted] owed us for the contact lens evaluation and for the denied amount we tried to file towards her medical insurance for the medical visit we performed on her. We were going to issue a refund to Ms. [redacted] for the remaining balance that was owed back to her however, the check was kicked back to us for NSF so we are still owed for the balance. We sent her a certified letter but have still not heard back from Ms. [redacted]. Please do not hesitate to contact our office for any further questions regarding this matter. Thanks, Katie [redacted] KATIE [redacted] Office Manager VSR Facilitator- Houston, TX 1714 Kingwood Drive Kingwood, TX 77339 T: 281-359-2020 F: 281-359-7019 www.visionsource-kingwood.com
We regret to hear that Ms. [redacted] is still not satisfied. We have tried explaining numerous times to her that she still owes us money for the contact lens fitting and the overage from not meeting her deductible for the medical visit the doctor performed on her. Ms. [redacted] is not listening to any reasoning regarding both balances. Once again, there is a fee for a contact lens fitting because it is a service performed by the doctor at her visit that she insisted that we perform against the doctor's wishes. He explained to her that he would have to charge her a fee for the service and he let her know up front that the contact lens prescription would not be accurate since she had an active infection going on in her eyes. He told her that she would have to follow up with him once the infection was cleared up to finalize the contact lens prescription. We aren't sure how else to explain this to Ms. [redacted]. This has been extremely frustrating since Ms. [redacted] was explained all of this and she agreed to come back for follow ups on the contacts once the infection cleared up.
In regards to the balance for the medical visit that the doctor performed, yes, Ms. [redacted] payed her $50 copay however, we will not know if a patient will have a remaining balance until the claim has been filed with the patient's insurance company. Yes, Ms. [redacted] still has an outstanding balance for the medical visit since her insurance company denied the claim due to the patient not having met her deductible. It is stated in our financial policy, also that Ms. [redacted] signed, that the patient will be responsible for any balance that the insurance company does not pick up.
We have asked that Ms. [redacted] give us her forwarding address so that we can contact her with the billing statement for the balances but she has not done so. As far as the 'recorded' phone conversations that she claims to have, we have also asked for her to supply us with the recording so that we can hear what she claims as our employee being rude to her. These 'recorded' conversations should also reveal the way that Ms. [redacted] spoke to our employees.
At this point, this will be our last response to this inquiry. We have done all that we can to explain everything to Ms. [redacted]. She cannot be reasoned with and therefore, we will not be able to find a solution to the issue. Hopefully she has found a new doctor where she is located now and can follow up on that infection that we found. We hope that she understands that an untreated eye infection (especially while still wearing contacts) can have severe results including vision loss. We wish her the best since we care about all of our patients wellbeing.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint I have voice recorded conversations, that support my claimThey had better recheck their records because I have documentation I paid the co-pay, the glasses were an after thought when I was leaving the officeEntirely different transactionsI PAID the with a different tenderNice try though.
If I had a contact examine, where's my prescription, never happened I refuse to have further communications with this office manager, I would like to follow this up with the owner and making attempts to contact them I have seen some people stoop low to discredit others in an attempt to cover their own actions, but the claim that I stated that someone should die, and to fabricate they spoiled my vacation is not only a lie but sickening (bad karma) ...first of all for the record, I was in New Hampshire to spread my father's ashes, after two long weeks by his side in Hospice...holding him in my arms as he took his last breath...and I am going to wish someone dead? As, I stated, my conversations were recorded and I assure you the character that is reflected is none other than someone who was done an injustice.
I have documentation, not just a he said, she said.
I would like direct contact with the owners, I would like an apology, my check returned that clearly is memo for only glasses, and the fees refunded to me for those incurred by fraudulently cashing my checkRespectfully,
*** ***
[Provide details of why you are not satisfied with this resolution.]
Regards,
Sent: Tuesday, September 08, 2015 2:02 PMSubject: Response to Complaint ID [redacted] Hello, Our office would...
like to respond to a complaint filed on us by Ms. [redacted]. Ms. [redacted] visited our office on 6/5/2015. She was scheduled for a regular eye exam with contact lenses but when she arrived, she was complaining about eye irritation, watering eyes. As a medical office, we have to address the chief complaint that the patient has. Ms. [redacted] was told that if her visit turned to a medical condition, we could bill her medical insurance plan. During her visit with the doctor, he found an infection in her eyes. He told Ms. [redacted] that he could not finish the eye exam since the prescription he would find would be off due to the infection. He also told her that she needed to stay out of her contacts while the infection healed. He did recommend that Ms. [redacted] get a back up pair of glasses to wear. After the exam, Ms. [redacted] came up to the front desk very agitated and was upset that she didn't get a new contact lens prescription and that she didn't have any contacts to wear to drive home. Several employees tried to explain why she was not given a contact lens prescription due to the infection but Ms. [redacted] would not listen to the employee. I spoke to Ms. [redacted] to see what we could do to explain better why she did not get the new prescription for contacts. Ms. [redacted] told us that she had no way to drive home since she no longer had her contacts. Our office never lets the patient throw away any contacts until they are given a new pair. I asked Ms. [redacted] if she still had her contacts that she wore in to the visit and she produced the pair of contacts from her purse. I advised her that it is not recommended that she put those back in since she had the infection. We were going to make her glasses that she could use to drive home. Ms. [redacted] continued to argue with me and demanded that we give her new contacts. The doctor came back out and took Ms. [redacted] back to see her for the contact lens evaluation. He gave her a temporary pair and told her that she would have to come back once the infection cleared so that he could finalize the prescription since the infection affects the patients vision. The patient owed us for the medical visit, which she paid $50. We told her that she would have to pay for the contact lens evaluation since she was now seen for contacts. She wrote us a check for her glasses but called later that day to let us know that she wanted us to hold the glasses and her check, which we did. Ms. [redacted] never responded back to us if she wanted the glasses or not so we held the check and tried to call the patient. This is the notes in the patient's file regarding that phone conversation: 06/09/2015- [[redacted], [redacted]]: Called today and spoke to patient regarding the glasses order we had on hold. She stated that she did not want to order glasses with us, and that she had purchased glasses at [redacted]. I let her know we would go ahead and cancel her order for glasses and that she would owe $ 57.00 the Eval, she stated she already had paid for her exam and could not do anything with the cl's until her infection was cleared up. So I let the lab know to leave the $57.00 as a balance and to go ahead and cancel the order. I left the check we did not deposit in the tray. We tried to reach out to Ms. [redacted] later on 7/21/2015 to remind her that she still owed for the contact lens evaluation. During that phone call Ms. [redacted] verbally assaulted our employee and was screaming and yelling at her and calling her names. The employee did not get the chance to tell the patient that when we filed her medical insurance for her infection, that her deductible had not been met so she had a balance from that as well. Due to the way that Ms. [redacted] spoke to our employees, we did not reach out to her again. The owner of the business told us to deposit her check that she left with us since Ms. [redacted] owed us for the contact lens evaluation and for the denied amount we tried to file towards her medical insurance for the medical visit we performed on her. We were going to issue a refund to Ms. [redacted] for the remaining balance that was owed back to her however, the check was kicked back to us for NSF so we are still owed for the balance. We sent her a certified letter but have still not heard back from Ms. [redacted]. Please do not hesitate to contact our office for any further questions regarding this matter. Thanks, Katie [redacted] KATIE [redacted] Office Manager VSR Facilitator- Houston, TX 1714 Kingwood Drive Kingwood, TX 77339 T: 281-359-2020 F: 281-359-7019 www.visionsource-kingwood.com
We regret to hear that Ms. [redacted] is still not satisfied. We have tried explaining numerous times to her that she still owes us money for the contact lens fitting and the overage from not meeting her deductible for the medical visit the doctor performed on her. Ms. [redacted] is not listening to any reasoning regarding both balances. Once again, there is a fee for a contact lens fitting because it is a service performed by the doctor at her visit that she insisted that we perform against the doctor's wishes. He explained to her that he would have to charge her a fee for the service and he let her know up front that the contact lens prescription would not be accurate since she had an active infection going on in her eyes. He told her that she would have to follow up with him once the infection was cleared up to finalize the contact lens prescription. We aren't sure how else to explain this to Ms. [redacted]. This has been extremely frustrating since Ms. [redacted] was explained all of this and she agreed to come back for follow ups on the contacts once the infection cleared up.
In regards to the balance for the medical visit that the doctor performed, yes, Ms. [redacted] payed her $50 copay however, we will not know if a patient will have a remaining balance until the claim has been filed with the patient's insurance company. Yes, Ms. [redacted] still has an outstanding balance for the medical visit since her insurance company denied the claim due to the patient not having met her deductible. It is stated in our financial policy, also that Ms. [redacted] signed, that the patient will be responsible for any balance that the insurance company does not pick up.
We have asked that Ms. [redacted] give us her forwarding address so that we can contact her with the billing statement for the balances but she has not done so. As far as the 'recorded' phone conversations that she claims to have, we have also asked for her to supply us with the recording so that we can hear what she claims as our employee being rude to her. These 'recorded' conversations should also reveal the way that Ms. [redacted] spoke to our employees.
At this point, this will be our last response to this inquiry. We have done all that we can to explain everything to Ms. [redacted]. She cannot be reasoned with and therefore, we will not be able to find a solution to the issue. Hopefully she has found a new doctor where she is located now and can follow up on that infection that we found. We hope that she understands that an untreated eye infection (especially while still wearing contacts) can have severe results including vision loss. We wish her the best since we care about all of our patients wellbeing.