Complaints

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

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  Vision Professionals

  730 Mount Airyshire Blvd Ste A Columbus, OH 43235-1364

• 

  Vision Professionals

  690 W Cherry St Sunbury, OH 43074-8556

• 

  Vision Professionals

  25 Northwood Dr Delaware, OH 43015-1501

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  Vision Professionals

  5121 Forest Dr Ste B New Albany, OH 43054-7086

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  Vision Professionals

  3814 Broadway Grove City, OH 43123-2234

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:06/24/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  *********************************** <********************************>
  Attachments
  2:07 PM (26 minutes ago)
  to disputeresolution
  
  Good afternoon,
  
  I have attached the authorization that you requested so that you may assist me in resolving my complaint.
  Thank you,
  ***********************************
  

  
  

  necessary contacts. The representative, who told me his name was *****, told me that he could not find any order for me for 2024 for medically necessary contacts. He was able to find the order processed in 2023.

  It has now been nearly three months since my initial eye exam and I still do not have my medically-necessary contacts. And, I do not know what else to do to get efficient and timely service to make this happen.

  Customer Answer

  Date: 07/10/2024

  From: *********************************** <********************************>
  Date: Mon, Jul 8, 2024 at 4:13 PM
  Subject: 21885601
  To: <*******************************************************>
  
  
  Good afternoon, ***************************************,
  
  As a follow-up to our phone conversation this morning, I wanted to let you know that I talked with *****, the office manager, at the Grove *********** of Vision Professionals. He said that the issue (my complaint re contacts) is in the hands of the Practice Manager. 
  
  He said that they had submitted the claim but it had been denied because the claim was supposed to have been submitted on the day of my eye examination and it was not. I said that I could not have known that and he agreed. ILater he called me back to let me know that they were still trying to get the claim accepted/processed. He has ordered more trial contact lenses for me. 
  
  I wanted to give you this update as a follow-up to our phone conversation.
  Best regards,
  ***********************************

  Business Response

  Date: 07/22/2024

  When the patient came in for her exam in March, nothing was ever said that her claim needed to be submitted as medically necessary, so the tech filed the contact lens exam with the comprehensive exam to Eyemed and we were paid on April 4th 2024 by Eyemed.  It wasn't until June that the patient called the office to state that she was eligible for medically necessary contact lenses.  Apparently nobody in the office realized that she qualified for this with her left eye prescription.  Once this was brought to their attention, they had to call Eyemed to reverse the original claim, in order to submit for medically necessary contact lens benefits.

  We are also bound to get a prior authorization with the patient's **************** which takes 10 days to receive.

  So after getting the original claim reversed, a prior authorization was submitted to Humana.  The claim was returned 10 days later, citing that a prior authorization was not needed with this particular Humana Insurance.

  The claim was immediately sent to Eyemed on 6/21/2024 for submission.  the claim returned on 7/12/2024 denied by Eyemed.

  The claim was resubmitted again on 7/12/2024.  The claim was denied again by Eyemed showing 7/19/2024.

  The claim has once again been submitted on 7/19/2024, waiting an answer.

  Unfortunately, specialty claims can not be found by calling Eyemed.  They go to some special claim processing department and if an Eyemed agent tries to locate the claim they will not find it.

  They should tell patients this so that they will not think the claim wasn't submitted.

  Once claims are submitted after the fact, Eyemed does everything in their power to deny these claims.  It is a very frustrating process and that is why we try to resubmit claims immediately after they are denied in hopes of getting these claims approved.

  We are trying our hardest to get this claim approved for this patient.

  Customer Answer

  Date: 07/23/2024

  Good morning,

  I appreciate receiving the update regarding Vision Professionals statement in response to my complaint. I wanted to write out my response rather than choosing that I accept or reject their response. First, I want to say that I very much appreciate their ongoing efforts to get approval from the insurance company for my medically necessary contacts. 

  My reason for writing out a response is the first line in their response which is written in the passive voice to indicate that nothing was said about needing medically necessary contacts on the day of my eye exam in March. It is not clear who they think should have been saying something so I want to clarify. Last year I received approval and did get medically necessary contacts so that information and history was in my chart for any of their staff to see. In addition, Dr. ******** my optometrist, certainly knew that I was qualified to receive medically necessary contacts. The statement as written implies that someone should have told the tech on the day of my eye exam that I needed approval for medically necessary contacts. I could not possibly be that person since I was never told by anyone that it was my responsibility to inform the staff of this. The doctor knew and it was in my history in their files so it is my position that it was their responsibility 1) to be familiar with the patient's history and 2) to check with the doctor for any special instructions. 

  Again, I am grateful that they are continuing to seek approval for the medically necessary contacts. So I accept their response in that sense, but I reject any notion that it was my responsibility to initiate the claim for medically necessary contacts. 

  Best regards,

  ***********************************

  Customer Answer

  Date: 07/23/2024

  Good morning,

  I appreciate receiving the update regarding Vision Professionals statement in response to my complaint. I wanted to write out my response rather than choosing that I accept or reject their response. First, I want to say that I very much appreciate their ongoing efforts to get approval from the insurance company for my medically necessary contacts. 

  My reason for writing out a response is the first line in their response which is written in the passive voice to indicate that nothing was said about needing medically necessary contacts on the day of my eye exam in March. It is not clear who they think should have been saying something so I want to clarify. Last year I received approval and did get medically necessary contacts so that information and history was in my chart for any of their staff to see. In addition, Dr. ******** my optometrist, certainly knew that I was qualified to receive medically necessary contacts. The statement as written implies that someone should have told the tech on the day of my eye exam that I needed approval for medically necessary contacts. I could not possibly be that person since I was never told by anyone that it was my responsibility to inform the staff of this. The doctor knew and it was in my history in their files so it is my position that it was their responsibility 1) to be familiar with the patient's history and 2) to check with the doctor for any special instructions. 

  Again, I am grateful that they are continuing to seek approval for the medically necessary contacts. So I accept their response in that sense, but I reject any notion that it was my responsibility to initiate the claim for medically necessary contacts. 

  Best regards,

  ***********************************

  Customer Answer

  Date: 07/24/2024

  Good morning, *********,

  I received your notification that you are closing the file on my complaint. Your characterization of my response at this time was not as accurate as it might have been. I am grateful that Vision Professionals are still seeking approval for my medically necessary contacts. However, I was concerned about the wording of their response and that is why I wrote my clarification. As far as I am concerned, this matter is still open and, therefore, not resolved. That would be an accurate statement of my position at this time.

  Best regards,

  ***********************************

  Customer Answer

  Date: 08/07/2024

  Good afternoon,

  The Practice Manager at Vision Professionals has been maintaining contact with me. She is trying to get my medically necessary contacts approved by the insurance company. She is terrific and is working hard to get a good outcome.

  I appreciate your help with this because I would not be in contact her without your assistance.

  Best regards,

  ***********************************