Complaints

This profile includes complaints for Goleta Valley Optometry, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Goleta Valley Optometry, Inc. has 2 locations, listed below.

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  Goleta Valley Optometry, Inc.

  4850 Hollister Ave, Suite 102 Santa Barbara, CA 93111

• 

  Goleta Valley Optometry, Inc.

  2946 De La Vina St. Santa Barbara, CA 93105

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:11/17/2022

  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 have Davis Vision insurance. Goleta Valley Optometry is an in-network provider with Davis Vision. They are the only in-network provider within 34 miles of my home. Under my plan, eye examinations are covered with $0 copay. Contact lens evaluation, fitting, and follow up care are covered with a $15 copay for Davis Vision Collection (formulary) contacts. Contact lenses from the Davis Vision Collection are covered at 100% for 8 boxes of disposable multipacks. I went in for my annual exam. The doctor was pleasant. My issue is with their office/billing staff. Although my copay for the visit is $15, they charged me $80, claiming they have no code to bill my insurance for the contact lens fitting. I called my insurance and they called the provider several times. Nevertheless, Lisette, the office manager, refused to accept this and insisted that I was only entitled to a 15% discount despite the insurance explaining it to her over and over again. I had a 3 way call with Lisette and the insurance provider, who told her that my copay was $15. I told her that I was disputing $65 of he original $80 charge to my credit card. At that she refused to fill my contact lens prescription and told me she would not speak to me and then said she was releasing me as a patient because I was rude. So now I have no eye-care provider within 30 miles. I had the same problem last year and it took me months to get it resolved with this provider. This time they are refusing to resolve it. They are over-charging their patients and attempting to force them to purchase their non-formulary contacts and refusing to fill prescriptions for formulary.

  

  Business Response

  Date: 11/22/2022

  The patient (who filed complaint to BBB) was confused at what his vision insurance covered. We spend hours with him on the phone and even a 3 way conversation with Davis vision explaining his benefits. We do not blame the patient for being confused, vision insurance is a complicated matter. As a business trying to thrive we cannot just hand out free exams/contact fitting/contact lenses if we are not going to get reimbursed. His vision insurance would not reimburse us for the contact exam fee therefore the cost fell on the patient. We then had to let him go as a patient after the hours of time he spent yelling and treating my staff so poorly, his behavior will not be tolerated in our office. We would love to direct him to another office and recommend that he looks into another vision plan such as VSP or Eyemed that has many office in SB area. 

  Lastly the patient was refunded everything to his credit card. 
  
  Thank you again for everything, we wish the patient the best. 
  
  C***** ******, O.D.

  Customer Answer

  Date: 12/01/2022

  
  
  
  
  I am rejecting this response because:

   I provided a copy of my insurance coverages. The insurance contacted the business several times and notified them that my copay was $15. They continued to argue that there was no place for them to bill that to the insurance. The hours that they spent with the insurance was because they continued to argue about it and refused to abide by their contract with the insurance. This is supported by their own statement in their response that they can't "thrive" by complying with it. I had this same problem last year with this provider, which was eventually resolved and they refunded me the overpayment. However, this year they refused. This should not be closed. I understand my insurance coverage perfectly. It is the business that is either incompetent or dishonest.
  
  
  
  
  Regards,
  
  
  
  R***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 12/01/2022

  We appreciate the patients time writing a response. We are still unable to bill his insurance. We are not trying to generate extra revenue by over charging patients we just cannot get paid by this patients insurance. I understand the copay says $15 but Davis vision told us they will not pay us. We are very sorry about this and wish the patient luck in finding another optometrist.  Our prices are one of the most affordable in town for contact lens fittings. We wish this could have been resolved in a better way but we are trying our best. 

  Customer Answer

  Date: 12/03/2022

  
  
  
  
  I am rejecting this response because:

  
  
  
  
  Regards,
  
  
  
  R***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  The company tried to do the same thing last year and after finally ended up refunding the amount that they overcharged me after the insurance explained to them that my copay was $15 and what my actual allowance was for contacts. They apparently did not know how to order the contacts from Davis Vision. This year they are doing the same thing but, despite being told several times by the insurance, they refuse to honor the contract with the insurance because they cannot “thrive” by adhering to their obligations as an in-network provider. They argued that they don’t have a code to bill the insurance. Provider services has attempted to explain it to them but they have refused to abide by the terms of the contract. A medical provider that enters into a contract with an insurance carrier may not choose which parts they will follow based on whether they make more money. They are either dishonest or If they will not comply with the contract, then I will be filing a complaint with the Department of Consumer Affairs Optometry Board, The Insurance Commissioner, The Attorney General and Small Claims Court.