Eagle Eye Vision Associates

From: Scott K [redacted] arial, sans-serif;">< [redacted] @ [redacted] .com>Date: Thu, Dec 17, at 6:PMSubject: Re: Revdex.com complaint # [redacted] To: [redacted] < [redacted] @myRevdex.com.org>Thank you for the opportunity to respond to the consumer complaint made against our company.The patient came into our office for a medical problem on November 7, His left eye was irritating himWe explained to the patient that we would have to submit the visit through his medical insurance, since his vision insurance would not cover treatment of a medical conditionWe told him that we would be taking care of the medical issue only that day BEFORE he went back to be examinedI diagnosed him with a corneal abrasion and prescribed medicine to treat itThe patient paid us his $copayHis medical insurance was an HMO plan, and required a referralHis primary care doctor's office was closed since it was a Saturday, so we agreed to examine his irritated eye with the understanding that he would contact his primary care doctor on Monday November 9, to get us a referral, so we could submit the claim to his insurance companyHe failed to get us the referral, but called us several times to get his glasses prescriptionWe explained to him each time he called that he came in for a medical issue, and was treated through his medical insuranceHis vision insurance would not cover the medical visit he came in forLikewise, his medical insurance will not cover his examination for glassesWe told him that we could set up an appointment to do his vision exam (through his vision insurance), and get him his glasses prescriptionThe patient didn't want to do this because his vision insurance also has a $copaySince he has not sent us a referral from his primary care doctor for his medical visit, he still has an outstanding balance due to our office of $($charge for the medical office visit minus $paid= $due)I don't know where the misunderstanding occurred, but I would be willing to write off the $balance due if the patient withdraws his complaintAs far as his glasses prescription, he would need to set up an appointment for a vision exam (his copay would be $40)These are the rules set up by the insurance company that we are required to follow.Scott K [redacted] , O.D.Eagle Eye Vision Associates, LLC

After investigating the situation further, I found out that a *** *** employee in the front of the store gave you the information about doing a medical problem visit and a glasses exam at the same time when you called, not my receptionistThe *** *** employees do answer our phone when the office is closed or busy to take messages for us, but they should not have given you this information since they do not work for our company (we rent space from *** *** but are a separate company from them)I have talked with the manager of *** *** about this situation so it does not happen againNow that I know what went wrong, I will honor the information you were given under these circumstances, and get you a glasses Rx at no additional charge this timePlease call our office to set up an appointmentI will also write off the $balance if your primary care physician refuses to give you the referral formI hope this resolves your complaint

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Yesterday I contacted my primery care doc and reqested a referal post dated to eagle eyes.  Thanks very much
Regards,
[redacted]

From: Scott K[redacted]<[redacted].com>Date: Thu, Dec 17, 2015 at 6:27 PMSubject: Re: Revdex.com complaint # [redacted]To: [redacted] <[redacted]@myRevdex.com.org>Thank you for the opportunity to respond to the consumer complaint made against our company.The patient came into our office for a...

medical problem on November 7, 2015. His left eye was irritating him. We explained to the patient that we would have to submit the visit through his medical insurance, since his vision insurance would not cover treatment of a medical condition. We told him that we would be taking care of the medical issue only that day BEFORE he went back to be examined. I diagnosed him with a corneal abrasion and prescribed medicine to treat it. The patient paid us his $40 copay. His medical insurance was an HMO plan, and required a referral. His primary care doctor's office was closed since it was a Saturday, so we agreed to examine his irritated eye with the understanding that he would contact his primary care doctor on Monday November 9, 2015 to get us a referral, so we could submit the claim to his insurance company. He failed to get us the referral, but called us several times to get his glasses prescription. We explained to him each time he called that he came in for a medical issue, and was treated through his medical insurance. His vision insurance would not cover the medical visit he came in for. Likewise, his medical insurance will not cover his examination for glasses. We told him that we could set up an appointment to do his vision exam (through his vision insurance), and get him his glasses prescription. The patient didn't want to do this because his vision insurance also has a $40 copay. Since he has not sent us a referral from his primary care doctor for his medical visit, he still has an outstanding balance due to our office of $75 ($115 charge for the medical office visit minus $40 paid= $75 due). I don't know where the misunderstanding occurred, but I would be willing to write off the $75 balance due if the patient withdraws his complaint. As far as his glasses prescription, he would need to set up an appointment for a vision exam (his copay would be $40). These are the rules set up by the insurance company that we are required to follow.Scott K[redacted], O.D.Eagle Eye Vision Associates, LLC

October 3,2014
To [redacted] (Revdex.com),Thank you for notifying me about this complaint, and giving me a chance to respond.The customer states in the complaint that the child's last eye exam was only 8 months prior to the new exam. The new exam was done on...

August 23, 2014. The last exam was actually done on October 5, 2013, about 11 months ago. Though Maryland law requires a 2 year expiration date on the glasses prescription, that does not guarantee that a prescription will not change for 2 years. In fact, at the August 23, 2014 exam, the patient's left eye prescription did change. We updated the prescription and the customer had it filled.I looked at the patient's insurance again, and saw that their vision insurance is a discount plan with a $42 copay. To try to propose a fair resolution to this complaint, thought the patient was not eligible yet for his exam according to his insurance, we will discount the exam to $42, and refund the customer $17, if this is acceptable to them.Sincerely,Scott K, O.D.

From: Scott K[redacted]
arial, sans-serif;"><[redacted].com>Date: Thu, Dec 17, 2015 at 6:27 PMSubject: Re: Revdex.com complaint # [redacted]To: [redacted] <[redacted]@myRevdex.com.org>Thank you for the opportunity to respond to the consumer complaint made against our company.The patient came into our office for a medical problem on November 7, 2015. His left eye was irritating him. We explained to the patient that we would have to submit the visit through his medical insurance, since his vision insurance would not cover treatment of a medical condition. We told him that we would be taking care of the medical issue only that day BEFORE he went back to be examined. I diagnosed him with a corneal abrasion and prescribed medicine to treat it. The patient paid us his $40 copay. His medical insurance was an HMO plan, and required a referral. His primary care doctor's office was closed since it was a Saturday, so we agreed to examine his irritated eye with the understanding that he would contact his primary care doctor on Monday November 9, 2015 to get us a referral, so we could submit the claim to his insurance company. He failed to get us the referral, but called us several times to get his glasses prescription. We explained to him each time he called that he came in for a medical issue, and was treated through his medical insurance. His vision insurance would not cover the medical visit he came in for. Likewise, his medical insurance will not cover his examination for glasses. We told him that we could set up an appointment to do his vision exam (through his vision insurance), and get him his glasses prescription. The patient didn't want to do this because his vision insurance also has a $40 copay. Since he has not sent us a referral from his primary care doctor for his medical visit, he still has an outstanding balance due to our office of $75 ($115 charge for the medical office visit minus $40 paid= $75 due). I don't know where the misunderstanding occurred, but I would be willing to write off the $75 balance due if the patient withdraws his complaint. As far as his glasses prescription, he would need to set up an appointment for a vision exam (his copay would be $40). These are the rules set up by the insurance company that we are required to follow.Scott K[redacted], O.D.Eagle Eye Vision Associates, LLC

Review: I was there to get glasses for my Sons who are 14 yrs and 11 yrs old. I was told up front that they are due for eye exam and scheduled an appointment. Once the eye exam was done for my older son last week, I ask the receptionist to show me when was his last eye exam was done and was shocked to find out that his last exam was done only 8 months ago and was not suppose to do an exam again since it is valid for 2 yrs. I paid $60 for no reason. I talk with the Store manager and was been told that it is Doctors mistake, he is suppse to see the patient folder before doing any exam. I talk with the Doctor and was told that nothing can be done into this matter since the Exam is done and it was the stores fault that they provide me wrong information.Desired Settlement: Now my younger son is due for an eye exam and I will request either I should be reimbursed or Eye Exam for my younger son should be done Free of cost.

Business

Response:

October 3,2014To [redacted] (Revdex.com),Thank you for notifying me about this complaint, and giving me a chance to respond.The customer states in the complaint that the child's last eye exam was only 8 months prior to the new exam. The new exam was done on August 23, 2014. The last exam was actually done on October 5, 2013, about 11 months ago. Though Maryland law requires a 2 year expiration date on the glasses prescription, that does not guarantee that a prescription will not change for 2 years. In fact, at the August 23, 2014 exam, the patient's left eye prescription did change. We updated the prescription and the customer had it filled.I looked at the patient's insurance again, and saw that their vision insurance is a discount plan with a $42 copay. To try to propose a fair resolution to this complaint, thought the patient was not eligible yet for his exam according to his insurance, we will discount the exam to $42, and refund the customer $17, if this is acceptable to them.Sincerely,Scott K, O.D.