Stephen L. Stanfield, OD

To whom it may...

concern,                                    ...⇄ 03/04/2015       Mr. [redacted] did come to our office on December 5, 2014 because he lost a lens and although there is no warranty or guarantee on lost or stolen lenses, I agreed to replace the lens at $179, which is a $100 discount. He was to return the next day to pay and order the lens, which he never did. He then returned to our office on January 20, 2015 for a comprehensive exam and new lenses. He has VSP, a vision insurance we accept and are contracted to accept assignment and payments on behalf of the insurance company. The prices that Mr. [redacted] paid are set prices by his insurance company and we are required to collect their co-pays as the insurance company has set out. We send the glasses to the insurance company’s lab and we collect payment that VSP (his insurance) will bill us for. We then pay VSP according to their scheduled prices. We are under contract to collect for them and we can lose our contract with VSP if we do not collect according to their guidelines. The price that Mr. [redacted] paid was the prices his insurance requires us to collect. The price of $179 that Mr. [redacted] and I had agreed on was for 1 lens, cash payment. In January, he received and eye exam and a new set of lenses with his new prescription. He paid $334 which included his exam co-pay and the Optos, which is a scan of the back of the eye which is optional for the patient. The actual cost out of pocket on the lenses was $280, which is much lower than $179 per lens. His cost had he chosen to just use our agreement would have been $412. If Mr. [redacted] is upset about pricing, he will need to file a complaint with his insurance company, as they are the ones who set the prices. I have included his notes from our system, his different prescriptions and glasses order, his receipts and insurance authorization and their pricing for the lenses.   Please, if you have any questions call or email me and I will be glad to respond.   Thank you,   [redacted] TSO-San Marcos 512-[redacted]

They have an eye camera that they don't tell you that it will tack on another $40 to your bill. The doctor only states AS he's in the middle of his exam. Not someone I would recommend. Very sly tactics, I would certainly steer away from this facility.

Review: Purchased some frames and lenses from TSO and had a problem with a lens popping out. An employee told me that they would fix it and would continuing fixing the problem it occurred again. This happened three times within a 10 month period . Finally in early December, was working in an attic and lens pop off, I could not find lens. I called TSO spoke to their office manager and she told me she would charge me 170 dollars to replace lens. They should have covered the lens because it was a known issue, but no one had recorded the time I had gone in and they worked on them. No entry in your file mean these repairs never took place. that was the best she would do. In January I had an eye exam, my plan was to get that lens replaced and get new prescription on my other frames from a visit 4 yrs ago. They person who made my glass order was Ms. [redacted], I had ask if that statement from office manager was in my file., she said it was not and that the office manager was not in. Now I paid 330 dollars for a lens. Called into the office the following week and spoke to office manager, she told me that the statement was there. but could not honor it any more because I had order new lenses.Desired Settlement: I would like for a refund the difference and for employees to be retrained on how to enter every little thing that they do for customers. An apology from the office manager for blaming thing on her employees

Business

Response:

To whom it may concern, 03/04/2015 Mr. [redacted] did come to our office on December 5, 2014 because he lost a lens and although there is no warranty or guarantee on lost or stolen lenses, I agreed to replace the lens at $179, which is a $100 discount. He was to return the next day to pay and order the lens, which he never did. He then returned to our office on January 20, 2015 for a comprehensive exam and new lenses. He has VSP, a vision insurance we accept and are contracted to accept assignment and payments on behalf of the insurance company. The prices that Mr. [redacted] paid are set prices by his insurance company and we are required to collect their co-pays as the insurance company has set out. We send the glasses to the insurance company’s lab and we collect payment that VSP (his insurance) will bill us for. We then pay VSP according to their scheduled prices. We are under contract to collect for them and we can lose our contract with VSP if we do not collect according to their guidelines. The price that Mr. [redacted] paid was the prices his insurance requires us to collect. The price of $179 that Mr. [redacted] and I had agreed on was for 1 lens, cash payment. In January, he received and eye exam and a new set of lenses with his new prescription. He paid $334 which included his exam co-pay and the Optos, which is a scan of the back of the eye which is optional for the patient. The actual cost out of pocket on the lenses was $280, which is much lower than $179 per lens. His cost had he chosen to just use our agreement would have been $412. If Mr. [redacted] is upset about pricing, he will need to file a complaint with his insurance company, as they are the ones who set the prices. I have included his notes from our system, his different prescriptions and glasses order, his receipts and insurance authorization and their pricing for the lenses. Please, if you have any questions call or email me and I will be glad to respond. Thank you, [redacted] TSO-San Marcos 512-[redacted]

They have an eye camera that they don't tell you that it will tack on another $40 to your bill. The doctor only states AS he's in the middle of his exam. Not someone I would recommend. Very sly tactics, I would certainly steer away from this facility.