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:08/23/2024

  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.

  My complaint is against Ashley ******** in ******* PA. I recently went to her for eye appointment. My eye care insurance is through ********. I am allowed to spend $600. I also have ******** in which I forgot about but paid the $30 out of pocket since that was my fault. Here in lies the problem: there were NO prices at all marked on the frames. None, zip, zero, nada. Sar, the office personal, didn't even do the paperwork in front of me as to the price y frames and other add ones. Any other eye doctor has done that with me. Even though my insurance paid for it and in why they should be asking questions also. All's they have on billing is lens+frame materials $600. And I picked frames from a discounted board. If they are going to charge that kind of money for discounted frames I want a 2nd pair at no charge or to pick out a frame that is worth $600. Also the discounted fram no guarantee.

  Business Response

  Date: 08/27/2024

  BBB Dispute Response
  External
  Inbox
  
  Ashley Mastrine <************************************************>
  12:17 PM (20 minutes ago)
  to me, ****************************
  
  1. $30.00 out of pocket was paid for a refraction copayment which was not covered by the patient's insurance. The patient had only presented one insurance at the time of the visit.  It is the patient's responsibility to present all insurance information at the time of the visit.  This was not provided.
  
  2. Prices are marked on each frame.  The frame selected was $259 and came with a polarized magnetic flexible clip.  The patient was notified that her insurance covered her frame and she would have no out of pocket expense.
  
  3. The insurance was reviewed with the patient and she was told that it covered her eyeglass order in full.  She paid $0 for glasses. 
  Insurance claims are not done during the visit, they are processed by my insurance claim department at the end of the day.
  
  4. All add ones were selected by the patient at the time of checking out.  She selected every add on (anti reflective and transitions). She was again told that it was covered by her insurance and she would not owe out of pocket.
  
  Here is an itemized break down:
  Frame N751 with polarized magnetic flex clip ($259)
  Progressive Lenses ($125)
  Polycarbonate Lens Material ($40)
  Anti Reflective Coating ($45)
  Anti Scratch Coating ($15)
  Transitions ***** ($96)
  Edge Roll and Polish Lenses ($20)
  These items were all covered under the patients $600 insurance cap allowance.  She paid $0 for glasses
  
  5. This patient left numerous voicemails at the office at odd closed hours questioning the billing. She also called her insurances and had them call my office numerous times. Each insurance claim specialist agreed with my office and understood and verified that the claim had been submitted correctly.
  
  6. An itemized receipt with a breakdown of HER insurance copays which were covered under her cap amount were available for pick up but she did not pick them up.  I called to tell her that due to the complaints brought to her insurance and the BBB I did not feel my office was a good fit for her any longer. She screamed and swore at me that I "have a stick up my a** like every other doctor" and hung up on me.
  
  7. Her insurance claim was cancelled and eyeglass order was cancelled by my office.  I will not be dispensing the glasses or receiving a refund for my lost time, the frame, or the optical lens order. I also will no longer see this patient again.  She may go elsewhere for her eyecare and eyewear needs.  I have also notified the local police department of her screaming at me and disrespect to me and concern over threats.
  

  
  

  Customer Answer

  Date: 08/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  This letter is to inform you that Dr. ********************** Mastrine got her $30. I went over the next day and paid her $30 in cash. I called the office once only at 7:30pm and that was the one and only time. And I still say none of glass frames I tried on had a price. Yes, I could have asked one of her employees, but they seemed busy and preoccupied!

  Regards,

  **** Seymour