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:06/12/2023

  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 schedule an eye examination with the Provider Michael C*** 6/2/2023. The receptionist verified the insurance and schedule me for 6/3/2023 at 9am. I got there and gave my ID along with my insurance to the staff at the front desk. I was given paperwork to fill and then I went in for my eye examination.
  Upon completing the examination I began looking at frames. I was then told by one of the staff (female) that they stop using the lab that my insurance is contracted with to build my lens. They now build all lens on site , therefore my insurance would not cover my eyewear or lens. I was offered a discount which I decline.
  
  I asked the employee why this was not explained to me prior to the examination and she gave an excuse that the insurance does cover the examination but they just not using the lab because they don't like the lens they produce.
  
  I took my script and left disappointed because they are deceptive in their business practice. They are on the list of in network provider yet they are asking patients to pay out of pocket when they have insurance.
  
  Now I am left with the task of finding somewhere that will take the script since I did not do my eye examination with them.
  
  I am only allowed one exam every 12 month. So since they misled me and I am having a hard time finding a doctor that will take their script, my resolution is for them to not file any claim to my insurance for that eye examination so I can go somewhere else that will perform an eye exam as well as will use my insurance for my lens.
  
  I am also requesting a refund for the $10 copay that I paid to this doctor.

  Business Response

  Date: 07/04/2023

  To Whom It May Concern:
  
  We had the pleasure of seeing ***** ******* on 06/03/2023.    We are providers for ******** but our team is trained to inform all patients that we are unable to provide them with glasses through their insurance at our facility.  We have been providers for ******** for 21 years and have not offered these services for at least 15 years.  The ******** lab provides poor quality lenses for our patients, take a very long to make the glasses, and have lost numerous frames in the past.   Alternatively, we offer a very high discount to all our ******** patients if they decide to purchase glasses that can then be made at other labs that provide much better quality and service.  If the patient decides not to purchase their glasses at Coan Eye Care, then have the option of filling their prescription elsewhere.  The option of taking their glasses prescription to purchase glasses elsewhere is afforded to all our patients.  Over two decades, many of our patients continue to seek medical and routine vision care at Coan Eye Care and then take their glasses prescription for their eyewear without any issues. There are multiple facilities that will accept an outside prescription and who are providers for ********.  The patient can contact ******** for a list of providers in the area.   
  
  Thank you for your time and consideration and please do not hesitate to contact us if you have any other issues.  
  
  Sincerely,
  
  Roxanne A*****-C*** *** ***** ******* ***** *****

  
  

  Customer Answer

  Date: 07/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This was not told me at the beginning when I checked it. They did it give me the option to decide whether or not I wanted the hassle to shop around for a outside provider to fill my prescription. That is deceptive business practice and they need to be honest with their patients. 
  
  
  
  Sincerely,
  
  
  
  ***** *******