Complaints

This profile includes complaints for Insight Eyecare Centers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Insight Eyecare Centers

  2290 Kipling St Lakewood, CO 80215

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  Insight Eyecare Centers

  7335 S Pierce St Littleton, CO 80128-4571

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:10/28/2024

  Type:Product 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.

  The office manager who never supplied his name, talked to me on the phone, he informed me "I would receive a complete refund" this did not happen, see eyeglass menu charges, He would only refund me *****. When I referred to the menu "he informed me that doesn't matter" On the phone he also informed me that my medical records would be at the front desk, because they no longer wanted me as a patient. I said the feeling is mutual. When i first checked in for my appointment the girl at the desk red hair and tattoos , I approached her the paperwork had all the charges, I asked her about those and she informed me I had to sign the papers before anyone would speak with me. I exited and came back in and and told her i wanted to talk to the mgr, again no name offered, black man, glasses, he told me they were charges that ******** doesnt pay for and he offered a reschedule, I rescheduled. Last year about this time I had an appointment none of these charges where listed on the paperwork, however, *** the billing person sent it ******** as a contact lens glasses exam, I called ******** i told them this was due to cataracts not contacts, glasses, they said to call the office and let them know they could rebiland get their 45$ *** was beligerant screaming at me on the phone speaking on top of me and demaned i should call ******** to straighten things, out I ended up having to hang up on her, whether she resubmitted her bill or not i dont know I did inform her I was not paying. This entity has been nothing but problems,.When I spoke to ******** they informed me "that cataracts are paid for if the ** says to do them. " "That Dr ***** and mile high eye institute misinformed me and lied to me because they probally want me to pay for the surgery, and i should go to another *** I WANT THE ENTIRE AMOUNT ON THE EYEGLASS MENU REFUNDED NOT JUST THE 90$

  Business Response

  Date: 10/30/2024

  We do apologize that your experience with our office was not positive. We are a locally owned business that prides ourselves in taking care of our patients and always doing what is right. With that being said, I would like to present the factual information with all of the details to ensure the correct outcome is reached here. I would also like to point out that having a staff member with tattoos, or a staff member that is a "black man" has no meaningfulness to this complaint. The total amount you paid to our office was $198.00 and the total amount you were refunded was $99.00 (not $90.00 like you mention in your statement). You were not promised that you would receive a complete refund of $198.00. You were informed that you would receive a refund for the $99.00 you paid for glasses specifically. This is also the amount listed on our eyeglass menu that you refer to. So you pointing out that you want the entire amount on the eyeglass menu refunded is discrediting yourself since that is the exact amount you were already refunded. The remaining $99.00 was for SERVICES that your insurance does not cover. Because they are non-covered services, you were presented with consent/ABN forms ahead of time explaining the cost of the services and the cost would be your responsibility. You signed these consent/*** forms agreeing that you wanted those services and that you would pay for them. Those forms have been attached as well with your name blurred to show as proof. This is why you were not refunded for the $198.00 total you are asking for.

  To break this down simply, $99.00 was for glasses (product) and $99.00 was for services. You were refunded for the product completely. You were not refunded for the services. The services were already performed, you knew the fee associated with them ahead of time, and you signed the forms accepting to receive and pay for those services.

  To address the billing issues you had last year and your interaction with *** (our medical ******), your claims are completely false. The $45.00 from last year was also for a non-insurance covered service, which is the same thing you are complaining about this year. It had nothing to do with cataracts or contacts. You are actually complaining about the exact same thing this year as you were last year.

  As for your last statement claiming that ******** told you both Dr. ***** and Mile ****************** lied to you, this is highly unlikely. You are now suggesting that not one but two office are now somehow trying scam you? Dr. ***** and *********************** are completely separate companies, with no financial ties between them. Neither party recommended cataract surgery for you because the surgery would be unnecessary and of little to no benefit to you. Neither party at any point attempted to "get you to pay for the surgery" either. ******** would also have never told you the surgery would be paid for. Even in the event of  someone having SEVERE cataracts that DID require surgery, the surgery is still not guaranteed to  be "paid for" as you claim they told you.

  I sincerely hope you find a provider that can meet your needs and requests. I also apologize that we were unable to meet your needs however your complaints are simply untrue completely or inaccurate. We do not appreciate being slandered unfairly and hope that this response helps others see the entire picture of this incident. We have certainly learned from this experience and will use that knowledge to continue to improve our practices.

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22424281
  
  I am rejecting this response because: I find it interesting how my reference to the manager being black, because I didn't have his name, gets turned into an indication that I am slamming him.

  Funny how they claim ******** is lying regarding my confrontation with ***, if she would have listened to me and coded things properly ******** would have paid. She was too busy yelling and talking on top of me.

  Funny how they claim ********s information regarding cataracts is false, guess I forward this message onto them. You're just angry that I questioned your charges the first time I was there. People should never ask questions. This business should work harder on hiring people that are actually polite rather than standoffish like the receptionist with red hair and tattoos. Oh I forgot, that's a slam because I don't know her name. 
  
  Sincerely,
  
  **** *******