Eye To Eye Optometry

Revdex.com: These response is incorrect prior to me even setting my appointment [redacted] had me to call and make sure my insurance wasnt [redacted] and I did its [redacted] and [redacted] said that they accepted that insuranceAs far as my Payment I did write a check on the 11th of september But I came in and paid cash that next day and I have a recpt for paid in full from [redacted] there was no deposit it was paid in full so my glasses should have been sent off what I was told that they was on back order when I came into the office 10/3/per the text message from eye eye saying my glasses was ready that when [redacted] stated that the Dr suggested I pick out a second per of glasses or get back when my glasses come in I opted for the to be refunded My glasses have been paid for since atleast 9/18/When I came in on 10/to pick up my glasses there should have been a check [redacted] stated that the Dr left cause he son had an asthma attack and the check will be mailed out on monday 10/20/I Never left the office with a check and the check that was mailed still havent shown up to my addressI have the voicemail message from [redacted] on 10/28/stating to some in after to pick up the check I got there and needless to say there still havent been anything for resolution Novemeber 13, was the last time I spoke with [redacted] and she stated that the Dr decided that I get nothing cause I threatened her with the Revdex.com complaintI asked [redacted] at that time how did this go from ther check was mailed on 10/to come pick up a check to your getting nothing from this company? In between all this My Employee Relations supervisor and My supervisor has been in contact with [redacted] and [redacted] from eye to eye faxing insurance cards that I must state I presented on 9/11/ This response doesnt satisfy the complaint for meI 100% feel that a full refund should be givenThe way I was handled by this business was unexpectable I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below

Good Morning, This is an reply from the above complaintAs you are aware, this is the first complaint ever levied against my practiceThe patient presented for a general eye examination September 11, She was last seen in our office in It was the responsibility of my receptionist to verify all insurancesIf we did not accept her insurance at that time, her exam should have never been performed as per our policyI was not aware we were not participating providers for her current insuranceAfter the examination, the patient picked out frames to update her prescriptionAs per our policy, we require half down to start the glasses and the balance is due when picking upHer initial deposit check did not clear and I informed, my now former receptionist, to please notify [redacted] The glasses were never started because her initial deposit did not clearIt was some time later that she came in to pick up her glassesI was confused because the job never left the office, to my knowledge, because there was no depositMy former receptionist talked to her and at that time I was told she put a deposit down and the job then left the officeWhen the glasses came in, my former receptionist fit her and at that time was stated that was not the frame she picked outShe wanted a refund of her deposit which I wrote a check which she left withI thought the issue was resolved at that pointI was not aware of all the back and forth presented in the claimI do apologize that this was not handled efficiently,however I have made personnel changes as to assure this does not happen in the future.Best Regards, [redacted] **

Good Morning, In response to *** ***'s complaint, Eye To Eye Optometry, LLC would gladly refund her money however, there is no record of her paying other than her initial visitI feel as the complaint should be with my former receptionist and not with my practice as the complaint she issued is the first time I am aware of this incidentOur records indicate that on September 19, she paid $toward eyewear leaving a balance of $The payment form was the check that was returnedThere is no record of the balance being resolved by any form of paymentAs stated previously, if *** *** provides a receipt in which cash was used, then the issue would be resolvedGoing back to original issue, the glasses were never started because the original check was returnedSubsequent issues were between my former receptionist *** and *** ***I was never informed or privy to their conversationsBest Regards, *** *** **

Good Morning, This is an reply from the above complaint. As you are aware, this is the first complaint ever levied against my practice. The patient presented for a general eye examination September 11, 2014. She...

was last seen in our office in 2010. It was the responsibility of my receptionist to verify all insurances. If we did not accept her insurance at that time, her exam should have never been performed as per our policy. I was not aware we were not participating providers for her current insurance. After the examination, the patient picked out frames to update her prescription. As per our policy, we require half down to start the glasses and the balance is due when picking up. Her initial deposit check did not clear and I informed, my now former receptionist, to please notify [redacted]. The glasses were never started because her initial deposit did not clear. It was some time later that she came in to pick up her glasses. I was confused because the job never left the office, to my knowledge, because there was no deposit. My former receptionist talked to her and at that time I was told she put a deposit down and the job then left the office. When the glasses came in, my former receptionist fit her and at that time was stated that was not the frame she picked out. She wanted a refund of her deposit which I wrote a check which she left with. I thought the issue was resolved at that point. I was not aware of all the back and forth presented in the claim. I do apologize that this was not handled efficiently,however I have made personnel changes as to assure this does not happen in the future.Best Regards, [redacted]

Revdex.com: These response is incorrect prior to me even setting my appointment [redacted] had me to call and make sure my insurance wasnt [redacted] and I did its [redacted] and [redacted] said that they accepted that insurance. As far as my Payment I did write a check on the 11th of september But I came in and paid cash that next day and I have a recpt for paid in full from [redacted] there was no deposit it was paid in full so my glasses should have been sent off what I was told that they was on back order when I came into the office 10/3/2014 per the text message from eye eye saying my glasses was ready that when [redacted] stated that the Dr suggested I pick out a second per of glasses or get 99.99 back when my glasses come in I opted for the 99.99 to be refunded.  My glasses have been paid for since atleast 9/18/2014. When I came in on 10/17 to pick up my glasses there should have been a check [redacted] stated that the Dr left cause he son had an asthma attack and the check will be mailed out on monday 10/20/2014. I Never left the office with a check and the check that was mailed still havent shown up to my address. I have the voicemail message from [redacted] on 10/28/2014 stating to some in after 115 to pick up the check  I got there and needless to say there still havent been anything for resolution.  Novemeber 13, 2014 was the last time I spoke with [redacted] and she stated that the Dr decided that I get nothing  cause I threatened her with the Revdex.com complaint. I asked [redacted] at that time how did this go from ther check was mailed on 10/20 to come pick up a check to your getting nothing from this company?  In between all this My Employee Relations supervisor and My supervisor has been in contact with [redacted] and [redacted] from eye to eye faxing insurance cards that I must state I presented on 9/11/2014.  This response doesnt satisfy the complaint for me. I 100% feel that a full refund should be given. The way I was handled by this business was unexpectable.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Review: I called to set up and eye appt with this business with [redacted] she had me to call and make sure my insurances wasnt davis I called untied health and they advised its not so I called back to let [redacted] know and she said they accepted so I schedule an eye exam for 9/11/2014.. came to the office for my appt [redacted] said oh I remember talking with you and she asked for my card and I presented it to her.. went on with the exam. I picked out the glasses and was told my bill was 189.00 I gave them a check for 89 and the rest was due when the glasses came in in 10-15 business days that was on a thurdsay . I lost my checkbook that friday 9-12 so that monday I came in and paid cash for the glasses and let her know what happened she gave me the recpt and said my glasses will be in on that friday 9/19 I said great left.. friday I came on on the 19th she said oh now im sorry they arent in I said ok she ([redacted]) said it will be in tuesday 9/23 I said ok thats good but she will call me first . tueday no call and so I called wednesday she said oh no they still arent in yet try friday I said ok. so then friday I called and she said that its still not in and she is so sorry its now 9/26 so I contacted my insurance and they said a claim was never submitted and to find out what lab they sent it so.. I then get a text on 9-30 that my glasses will be ready to pick up 10/2 after 430. so friday 10-3 I came into the office and [redacted] stated that she is sorry that the text was sent to me in error and it was for a child with the last name [redacted] and mines have no eta.. so at that point I told [redacted] just to refund me my cash of 189.00 and ill just go to another place to get my glassess. she said that she will tallk to dr [redacted] and get back to me. and that was on 10-3 no repsonse from [redacted] or tracy I called in to them on 10/8 [redacted] said that my glasses will be in on 10/10 then advised that she didnt bill my insurance and that I wanted my discount that I should have for insurance she said oh ok let me figure it out and ill have a certified check for u when u come into the office on 10/10 I agreed.. icame into the office 10/10 [redacted] stated that dr tracy left son had asthma attack and she said I can pick out any 2nd pair of glasses or sunglasses or she will just refund me 99.99 of the 189.00 that I paid. I agreed to the 99.99 to be refunded and [redacted] said to do wanna come and pick up or have it mailed I said I cant take off anymore work and she can just have it sent on in the mail on monday [redacted] agreeed and I accepted the glassess with the knowledge that monday 99.99 would me sent out. called [redacted] on tuesday to confirm payment was sent [redacted] stated yes dr tracey came in on monday 10/13 after the mail was picked up so [redacted] said that she mailed it herself in the night mail I should expect it by friday 10/17. monday 10-20 came I called she said she doesnt know what happened and I can give it some some time.. called back on 10/24 she said that I can come pick up a check and they will just issue a stop pay on the orginal check that was sent on 10-13.. I came into the office on I got a call on 10/28 a vmail message from [redacted] stating I can come in on 10/29 after 12 and pick up a new check (i have the message still) then on 10/29 [redacted] called and said that dr tracey was held up come in after 130.. I got to the office at 145 [redacted] said that she still isnt in but she gave her permission to refund on to a card ... the 99.99 advised that that time I have a prepaid card and your not gonna be able to load unless u used aba and account number [redacted] said it should work. needless to say it didnt load so called her back on monday 11-3 [redacted] said she doesnt know what to tell me at this point I advised I was will contact the Revdex.com she said she will have the dr call me ..needless to say she never called. today is 11/13 I called [redacted] and she stated that well your not gonna get anything back asked her then how did it go from I mailed a check on 10/17 to ur not gonna get anything she told me that I didnt have the any insurance and they arent providers for me and I will not get anything from there business because I threated to contact the Revdex.com on them. [redacted] stated that my insurance said that they where not providers but at the time of my appointment [redacted] said that they accpeted united health care. [redacted] said my insurance called them and I was on the phone when they called and [redacted] told carrie at united health care that I provided her with a medicade card that is why they didnt bill my insurance. I have my manager fax in the front and back of my card her erica and eye to eye which is another office manger there and she said that she willl get it billed. I have tried to work with this business to get this taken care of and this went from a check is in the mail that still to this day 11/14 have never showed up.Desired Settlement: I feel like from the beginning of this I was mistreated. prior to the appointment my insurance should have been validated I would have went to a business that accepted my insurance nevr once until after I told them about my insurance discounts that I should get and they agreed I was owed. I desire a full refund and monetary damages for the back and forth to the office when the glasses werent there. back and forth to pick a a check that was never there or sent. Using pto at my job to come to an office with no results after they are telling me to come up there .

Business

Response:

Good Morning, This is an reply from the above complaint. As you are aware, this is the first complaint ever levied against my practice. The patient presented for a general eye examination September 11, 2014. She was last seen in our office in 2010. It was the responsibility of my receptionist to verify all insurances. If we did not accept her insurance at that time, her exam should have never been performed as per our policy. I was not aware we were not participating providers for her current insurance. After the examination, the patient picked out frames to update her prescription. As per our policy, we require half down to start the glasses and the balance is due when picking up. Her initial deposit check did not clear and I informed, my now former receptionist, to please notify [redacted]. The glasses were never started because her initial deposit did not clear. It was some time later that she came in to pick up her glasses. I was confused because the job never left the office, to my knowledge, because there was no deposit. My former receptionist talked to her and at that time I was told she put a deposit down and the job then left the office. When the glasses came in, my former receptionist fit her and at that time was stated that was not the frame she picked out. She wanted a refund of her deposit which I wrote a check which she left with. I thought the issue was resolved at that point. I was not aware of all the back and forth presented in the claim. I do apologize that this was not handled efficiently,however I have made personnel changes as to assure this does not happen in the future. Best Regards, [redacted]

Consumer

Response:

These response is incorrect prior to me even setting my appointment [redacted] had me to call and make sure my insurance wasnt [redacted] and I did its [redacted] and [redacted] said that they accepted that insurance. As far as my Payment I did write a check on the 11th of september But I came in and paid cash that next day and I have a recpt for paid in full from [redacted] there was no deposit it was paid in full so my glasses should have been sent off what I was told that they was on back order when I came into the office 10/3/2014 per the text message from eye eye saying my glasses was ready that when [redacted] stated that the Dr suggested I pick out a second per of glasses or get 99.99 back when my glasses come in I opted for the 99.99 to be refunded. My glasses have been paid for since atleast 9/18/2014. When I came in on 10/17 to pick up my glasses there should have been a check [redacted] stated that the Dr left cause he son had an asthma attack and the check will be mailed out on monday 10/20/2014. I Never left the office with a check and the check that was mailed still havent shown up to my address. I have the voicemail message from [redacted] on 10/28/2014 stating to some in after 115 to pick up the check I got there and needless to say there still havent been anything for resolution. Novemeber 13, 2014 was the last time I spoke with [redacted] and she stated that the Dr decided that I get nothing cause I threatened her with the Revdex.com complaint. I asked [redacted] at that time how did this go from ther check was mailed on 10/20 to come pick up a check to your getting nothing from this company? In between all this My Employee Relations supervisor and My supervisor has been in contact with [redacted] and [redacted] from eye to eye faxing insurance cards that I must state I presented on 9/11/2014. This response doesnt satisfy the complaint for me. I 100% feel that a full refund should be given. The way I was handled by this business was unexpectable.