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:04/08/2025

  Type:Service or Repair 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 to *** for eyeglasses, I thought it was with insurance from my ******** advantage plan. They informed me it wasnt insurance but a discount from participating vendors, they do participate. I wanted an eye exam and glasses. They gave me a price based on the plan I have and the items I purchased. I paid them, got my glasses, everything was fine in my opinion. Like half a year later, I started getting bills without an explanation. I talked with them, told them I paid when service and product were provided, exactly what they asked me to pay. I said what is this for, She said it was a deductible that the plan didnt pay. I told her I need documentation on it. A month or so goes by, no documentation another bill, another call. I ask for documentation, nothing. A third bill comes, a phone call, I ask for the paperwork. Im not paying just because they billed me. I tell er a need paperwork. She said if I dont pay by the end of the month ***** send me to a collection agency. But still no paperwork. This sounds like extortion. I bet bet if I send them a bill without documentation they wouldnt pay me. I have invested way more than $60 of my time and aggravation. I feel like they gave me a price based, paid it. If they messed up its their fault especially because they havent provided anything except threats. It should be against the law. They cannot collect because they say so .

  Business Response

  Date: 04/15/2025

  The patient was seen for an eye exam and purchased glasses on 12/28/2023. His *************** Advantage plan, which also includes a discount plan for glasses, was billed the same day for both services. We took copays for the glasses at the time of service as the copays for the exam are not provided until after everything is billed. The first statement was sent on 1/18/2024 for his copay, 3 weeks after he was seen, once we received payment from ******. A second statement was sent 05/07/2024, third statement sent on 7/24/2024 and a fourth statement was sent on 01/02/2025. According to our system, no patient interactions regarding questions about a statement were recorded during this time frame as our system will date and time stamp notes regarding phone calls. A phone call was made to the patient on 04/02/2025 to see if he had been getting the statements as the balance was over a year old and at this point, we will send the balance to collections. We make a courtesy call before this final statement is sent. He mentioned that all statements had been received, and he did not want to pay for something that was not explained. It was explained that it was for a copay for the eye exam from his Humana plan. Because of his aggression over the phone, a handwritten note was on the final statement that was sent to patient that stated he should have received an EOB from his Humana back in January of 2024 and if he had not received one, he should be able to reach out to them for that explanation. We do not provide an explanation of the payment to the patient as that is their insurances responsibility. We just send an invoice in the mail that shows what was transferred from the insurance to the patients responsibility. We have attached the invoice from the patients visit that shows the $50 was transferred from ****** to the patient, the same statement that has been sent to the patient in the mail, the patient interaction notes stating when each statement was sent to the patient and the phone call from the 2nd of April, and also the *** that is normally for our records only as we do not supply that to the patient as there is usually other patients information on the payment. It is attached with information ****** out as it is a HIPPA violation to include other patient information.