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:04/26/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 arrived for a periodic eye exam scheduled for February 6, 2024. I was given a change of lens prescription and ordered new glasses that day. The exam fee was $119.40 and with new glasses totaled $609.40 which I paid in full when I picked up my new glasses a couple of weeks later. On February 26, 2024, my wife arrived for her exam and an office clerk offered to **** ******** and Tricare for the fee. My wife and I both have ******** and ***************** accounts. I asked if they could have ****ed my accounts for my exam fee. I was told they would "try." I gave her the policy/claim numbers for my ******** and Tricare accounts. A few moments later, the office manager (I do not know her name) took me to the side and quietly said she needed my Social Security Number (SSN) to file the claims. I told her she did not need this as neither policy used SSNs for claims and haven't for years. I have no doubt she already knew this but she was insistent and even told my wife she had to have my SSN to file the claim. However, she never asked my wife for her SSN to file her claim. This sounded really odd and my mental "red flags" went up. The manager said she would try to file anyway and would pay me the refund if it was successful. I heard nothing for weeks. I received my Tricare account statement on April 19 showing ******** paid Shelton Eyecare $90.14 and Tricare paid Shelton Eyecare $23.00. Shelton Eyecare never contacted me about the claim. So I visited Shelton Eyecare on April 22 and they confirmed they had received the $113.40 and offered to reimburse me $63.00 and they would keep the rest. This is Wrong! Shelton has already been paid in full by myself in February and I have the receipt to prove it. The manager began to throw false fees and exemptions at me to falsely justify why they would not pay me the correct amount of $113.40. I need your (BBB) assistance in my receiving the insurance reimbursement that Shelton has no right to keep. Thank you!

  Business Response

  Date: 05/16/2024

  Hello,

  We have been unable to get in touch with **************** by phone or email.  I sent a detailed document of charges explaining the difference between contracted insurance discounts and private pay discounts to his email.  He has had a refund check waiting at the front desk since April 22nd.  To clear up this matter in the future, a new policy is now in place that we will not be filing insurance after the exam has been administered when the patient does not present their insurance before the exam has begun.  I am including the detailed word document of the breakdown for clarity.

  Customer Answer

  Date: 05/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.  I wish to express my appreciation to the BBB for their assistance in this matter.

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

  **************** W

  *********, TN 38340