Complaints

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• Initial Complaint

  Date:07/19/2024

  Type:Service or Repair 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.

  7/15 called Better vison eyecare (********************************************) to set up a new patient appt. spoke to the receptionist and provided all personal/medical information. she sets up my appt for Wednesday 7/17. Upon arrival I spoke with the same lady who informs me she has received all my information, the practice does not use eye drops for dilation and instead uses photo imagery which she states is $50 and insurance usually cover $10 I agree and ask if there is is anything else needed for me. I wait until my name is called I see the *** for my exam, At the end she send me to another women who will provides my prescription and glasses options. The women proceeds to tell me I do have insurance and my balance is $199.00. I explain I have had the same insurance since 2017 no Changes several exam since then. She says we see no insurance, please call and when you have the correct information call back for reimbursement. I called my united health who informs me the office is out of network.. I was under the assumption since the receptionists said and I quote "insurance usually only covers $10 of the photo exam" , they received all my insurance information correctly. no where did she say we are not finding your insurance, you are fully responsible. I am extremely dissatisfied that the receptionist didn't not go over there was an insurance problem, I called to speak with the office manager he called back the next day and said he did some research and contacted united health and offered $100 store credit for glasses. I advised I will not be doing business with a company who has no transparency.I feel I should be reimbursed $150 and only be responsible for what was explained and agreed upon.

  Business Response

  Date: 07/25/2024

  We appreciate the opportunity to address PATIENT's concerns. On July 15, PATIENT scheduled a new patient appointment with Better Vision Eyecare, providing personal and medical information. An appointment was set for July 17. Shortly after, we attempted to notify PATIENT about an insurance verification issue via phone, leaving a voicemail when she did not answer.
  
  PATIENT attended the appointment on July 17. At checkout, she was informed the exam total was $199 due to unverified insurance coverage. PATIENT then contacted ****************** (UHC) and found out our office was out of network. We strive to provide accurate information based on available data, but it is also the patient's responsibility to know their insurance coverage and network providers. Despite our efforts, discrepancies can occur, even when consulting multiple insurer representatives.
  
  The insurance industrys complexity, including the separation between medical and vision insurers, can lead to confusion. UHCs vision insurance is distinct from their medical insurance, contributing to this misunderstanding. Our office manager contacted UHC the day after the appointment on PATIENT's behalf and confirmed we are out of network under her plan. We offered a $100 store credit for glasses as a goodwill gesture, which PATIENT found unsatisfactory. 
  
  We believe this was a fair attempt to resolve the situation. We recommend PATIENT resolve any further discrepancies directly with her insurer, as they have the most accurate information regarding her coverage. We are willing to provide any necessary documentation or support.
  
  We hope this clarifies the matter and demonstrates our commitment to resolving the issue fairly. For additional questions or further information, please contact us.

  Customer Answer

  Date: 07/25/2024

  As you can see from the response they notified me of the $199 at checkout not before the appt. The receptionist knew of the issue and did not mention prior to the exam and said I was all set nothing else was needed. she  then did say I would have to pay $50 out of pocket for the eye photos and insurance would usually cover $10.. As she used the word "insurance" I was under the assumption I was all set. I recently moved to AZ and have had the same eye ** for 16 years prior with no insurance issue.. I understand they offered $100 store credit for glasses but I would prefer not to do business there and spend more of my money in additional to $100 credit. I would like the $100 refunded back to my card and I will be responsible for the $50 photos.

  I feel it was the receptionist job to example or bring up the insurance issue prior to exam as I would have not been seen. Not to drop a $199 bill after services. unacceptable. They drop the ball and I should not have to pay the price.

  Thank you

  ******