Complaints

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• Initial Complaint

  Date:01/22/2024

  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 went on 11th January and presented my insurance cards. The gentleman made a copy of both. At the end of the exam I was charged $418. I was told the glasses should be in by the 18th. I was also told it's very simple, I submit a receipt to my insurance company and they will reimburse me. My insurance company stated that CE optical is in the network and they must direct bill the insurance company. I went there today the 22nd and showed them the email from my insurance company stating that they are in the network and they are to be direct build and reimburse me any difference on my card. As of now I am out $418 and I have no glasses. I'm not accusing anyone of scamming but I don't know if they are going to submit a bill to my insurance on top of charging my credit card.

  Business Response

  Date: 02/02/2024

  Thank you for reaching out regarding this issue. We have been attempting to contact you several times since your appointment with the phone number you provided in-office. We have left several voice messages requesting a call back to discuss updates on your case but have not heard back from you.
  
  When you arrived for your appointment on January 11th you selected to have a custom frame made to your specifications and acknowledged that we do not take your insurance,paid in full, and were agreeable to submitting an out-of-network claim to your insurance company (*** Med) for an unknown partial reimbursement.  We agreed to give you an itemized receipt so that you could complete this process.
  
  The next time you arrived to the office, which we assumed you were there to pick up your custom glasses, you expressed your dissatisfaction and explained that *** Med stated on a subsequent call that we are in-network, you could not submit for reimbursement,and that we would need to direct bill them. We explained to you that we would contact *** Med because there must be a mistake as we are not contracted with *** Med and have not been for many years. You left the store without taking your custom glasses that you paid for.
  
  We did contact *** Med and they confirmed that although we are not contracted with them (which the *** Med website confirms), the back end of their system is incorrectly showing that we are in-network. They acknowledged this is an error and would be working with us to get this resolved. They also confirmed that you would still be able to submit your receipt for out-of-network reimbursement. 

  A few days later we received notification from your credit card company that they have charged us $418 and refunded you the full amount with the reason stated merchandise not received.

  At this point, we have attempted to contact you several times to provide an update, your custom glasses are still available for pick-up, and you have been refunded by the credit card company the full amount.
  
  We understand your frustration with the error on the insurance companys part, but you state I'm not accusing anyone of scamming but I don't know if they are going to submit a bill to my insurance on top of charging my credit card. To re-confirm, we are not able to direct bill *** Med for the glasses since we are not contracted with them. Therefore, we will undergo the $418 loss and retain a custom pair of glasses that cannot be sold to any other customer.
  
  In closing and as stated above, *** Med has confirmed to us you are still able to submit for reimbursement. If you wish to pick up your custom glasses, they will remain available at the store.