Complaints

This profile includes complaints for Vision Care Consultants Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vision Care Consultants Ltd.

  914 N Green Bay Rd Waukegan, IL 60085-2240

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  Vision Care Consultants Ltd.

  1308 S Milwaukee Ave Libertyville, IL 60048-3795

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:09/22/2023

  Type:Order 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.

  Visited the business on 9/18/23 to check child's vision. It turns out the glasses were needed, and the provider suggested to purchase them at this place. When no matching frames were found, the provider refused to give the prescription until the payment from the insurance is received.Today is 9/22/23, the provider still has not submitted the claim as confirmed by a phone call from the insurance to the provider, and not planning to do so for the next 2 weeks due to their billing processes. They are purposely delaying submitting this claim, and delaying the prescription.This means the child will not be able to get the prescription, and in its turn, glasses for another month.Need the prescription now!According to the ****** reviews, this is a standard practice at this business. A lot of customers are complaining about the same professional misconduct. **************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************:[[42.2619275,-87.9469687],[42.2617316,-87.9470756]]

  Business Response

  Date: 09/29/2023

  The patient came to our office together with her mother on 09/19/23. The mother was explained the benefits and copayments based on the insurance coverage. The mother was also educated that the submission of the claim for the exam together with the order of the glasses usually speeds up the process of obtaining glasses. Any pieces of eyewear get processed by the insurance laboratory. The glasses were chosen prior to the examination. However,after the childs eye evaluation was completed, the mother refused to get her glasses right away and requested the eyeglasses prescription. The manager explained to the lady that the prescription could be obtained as soon as the insurance confirmed that provided services would be covered. Unfortunately some claims get rejected leaving the doctors job uncompensated.
  The mother of the patient made a complaint to the insurance first. The insurance verified that the claim needed to get processed first to verify the compensation. This issue was closed. Now the lady filed the complaint with BBB,but it cant change or speed up the verification process provided by the insurance. A prescription is a reflection of a doctors job. Any doctor needs to be compensated for the time and work thats done.
  Please dont hesitate to contact us if any additional information is needed.

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20643060
  
  I am rejecting this response because:
  

  The doctor CANNOT withhold the prescription, especially with a pending insurance payment. We went to a licensed doctor that should abide to the medical ethics. The office did receive pre-authorization for the service and waited at least 2 weeks before submitting the claim. They are purposely delaying the insurance claim processing and treatment, giving the false and unprofessional statements not getting paid. There is a service hold on the insurance under their name preventing any other doctor getting paid to provide the same service to the child.

  A statement from the patient's mother:

  We arrived on time, a few minutes before the scheduled appointment. We waited at least 20 minutes until the office staff brought us to the examination room, claiming "I am not a doctor, I'm a worker but I am going to check vision on a machine. He checked and continued "I am not a doctor, but your child may need a pair of glasses". Then we were escorted to the waiting area to pick a frame. For another 15 minutes we were roaming around trying to fit a frame but my child was not seen by the provider. Next, my child, 8 years old, a minor, was brought to another room without me, her mother, and left there with the provider. I was called to the room in next 10 minutes for an explanation about my child's problem. Then another person called us, stating: "It is time to order a pair of glasses". When I refused to order and asked to give a prescription, I was told that no prescription was going to be given until the insurance company paid for the service. 
  All benefits were verified when we scheduled the appointment. As a client, I have the right to choose any place to get a pair of glasses for my child. 

   

  Sincerely,
  
  *******************************

  Business Response

  Date: 10/13/2023

  All claims are submitted to all insurances in the order they were received by our billing department.
  It is in the best interest of the doctor to get reimbursed for the services provided as soon as possible. Her salary depends upon processed claims.  The prescription for this patient has been available for more than 2 weeks. However, nobody picked it up yet. The mother of the child is much more interested in writing complaints to the different departments. Please feel free to contact us for any additional information.

  Vision Care Consultants, LTD.