Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:22/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went in for an eye exam and they asked for my medical coverage and when I gave it to them they said that it was fine. I got the exam and as I left they wanted $92.92 extra. Apparently the medical didn't cover it like it did last time and they want over 300% of the last exam. I went in to try and resolve this and th woman said too bad but apologised because the front desk was supposed to tell me it wasn't comletely covered. I even repeated to the front desk that I was on disability and this was all the coverage I had bt they still didn't warn me. I would never get a routine precautionary exam for triple the price. I would simply go where I went last time and it would be fully covered.

  Business Response

  Date: 22/10/2024

  Dear Better Business Bureau,

  
  We appreciate the opportunity to address the concerns raised by ******* ********** regarding his recent eye exam at our clinic.
  To provide some background, in 2001, the British Columbia government stopped covering routine eye exams for most individuals, which has led to optometrists setting their own fees. It is the responsibility of patients to verify any secondary coverage they may have through their insurance providers, and we do our best to assist by submitting claims on their behalf when possible.

  
  The ****************************************** (MHSD), would cover $44.83 toward the eye exam.  In this particular case, the patient had MSP coverage based on their medical condition which covered more than disability, at $47.08.  

  
  The claim that we charged "over 300% more than his last exam" is inaccurate, as this patient was visiting our clinic for the first time. We are not privy to the fees charged by other providers, but we can confirm that our adult, routine exam fees start at $120. We also want to clarify that the patient was sent an email at the time of booking, advising them to verify their coverage, and any patient who asks for pricing prior to their appointment is advised that the cost of the exam starts at $120.

  
  While we regret any miscommunication that may have occurred at the front desk, our records show that we followed standard procedure in informing the patient of their charges. We strive to maintain transparency and provide clear information to all of our patients.
  We take this matter seriously and will continue to work on improving our processes to avoid future misunderstandings. We would be happy to discuss any further details should the customer or the ******************** require additional clarification.
  

  Sincerely,
  

  ******, OD Liaison

  Customer Answer

  Date: 22/10/2024

   
  Complaint: 22456333
  
  I am rejecting this response because:

  Reception said the coverage was fine and as it covered me previously there was no reason to question the coverage.

  You clearly know that PWD coverage doesn't cover all of your fee as you specifically told me when I came in to resolve this, that reception was supposed to tell me that my plan only covers part of the exam. They said NOTHING. 

  You knew I should have been informed and I had no reason to be suspicious of surprises.
  
  Sincerely,
  
  ******* **********

  Business Response

  Date: 23/10/2024

  Dear Better Business Bureau,

  Thank you for providing *********************** additional comments. We fully appreciate his concerns and would like to address them with care, while also reaffirming our position.
  We sincerely apologize if there was any miscommunication at our front desk regarding the specifics of Mr. *********** coverage. We understand how frustrating unexpected charges can be, and we take responsibility for any lack of clarity during his visit.

  However, we also rely on patients to verify their own insurance details ahead of time and asking any pertinent questions they may have. We provided Mr. ********** with an email advising him to review his coverage before the appointment.  We do not know what patients have paid previously at other clinics as fees vary between clinics. We would have been happy to explain any fees or limitations had the question been raised before the exam.

  We value Mr. *********** feedback and are using it as an opportunity to review our processes and improve our communication with patients. We have already shared this feedback with our staff.
  At this point, we would like to ask Mr. ********** what he thinks is a reasonable resolution. We are open to hearing his thoughts and finding a solution that works for him.
  

  We hope this demonstrates our commitment to transparency and patient care. We remain open to further discussions and welcome any additional input from Mr. ********** or the BBB.
  

  Sincerely,
  ******, OD Liaison

  
  

  Customer Answer

  Date: 18/12/2024

  Complaint against Pacific Eye Doctors.
  by *** **********
  
  This is quite simple, I went in for an exam and I gave my medical information at the front desk and they said that it was good, I even made sure that they accept disability medical. DONE paid in full. Just like last time. I went in for the exam just like last time but with these people I go to leave and they ask for $92.92 more.
  They say I should have checked my coverage beforehand. I know my coverage is around $45, what is it they are saying I didn't check?
  What didn't occur is them telling me that the money I paid up front wasn't enough.
  They don't tell you your medical isn't enough, they surprise you after the exam and hold you hostage for services rendered.
  I paid for the exam before I got it.
  
  I went in to discuss this civilly and the manager even said they were supposed to tell me that the insurance was only partial payment. The reason policies like this exist is because it is necessary, Failing to do so is inappropriate, unethical and criminal.
  
  I paid for the sevice before the exam just like the last time. I gave my insurance... Exam... Done.
  
  Also this garbage about it not being triple the cost because I was never their customer before...golly could it be that there are other places that do the same job. 

  Business Response

  Date: 18/12/2024

  We have thoroughly reviewed the concerns raised. After our last correspondence, which was sent over a month and a half ago, we requested the patients input on what they believed to be a reasonable resolution. Unfortunately, we did not, and still have not receive a direct response to that question.

  We would like to remind all patients of the importance of inquiring about the cost of services prior to receiving them, as fees may vary between providers.
  As a resolution to this matter, we have already written off the patients outstanding balance as of last month. The patient is welcome to seek care from their previous provider or another clinic of their choosing.
  No further action is required on our end.