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:01/05/2023

  Type:Service or Repair 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.

  12/16/22 (Background: My contact lens prescription expired and I needed a new provider on my insurance. A different provider scheduled/cancelled me for 3 month until I was down to a 2 week supply of contact lenses. Grandview Optometry is on my plan and had an open appointment.) I called Grandview Optemetry to make an appointment, explaining I needed a contact lens exam for my right eye only (left eye has an artificial intraocular lens). They said they needed to see my diabetic eye exam so I asked my other providers to send records (Glaucoma specialist, Uveitis specialist, former optometrist). I have eye exams several times a year due to chronic conditions, including imaging of my retinas (essentially a diabetic eye exam). The day before my appointment with Grandview I got a message that they did not get what they needed and I would be required to pay for a diabetic eye exam out of pocket, since they do not take my medical insurance, but the contact lens exam would be covered. I let them know I was unhappy but really had no choice as I cannot work without contacts. When I arrived I was given intake and consent paperwork. One form asked if I wanted a dialated exam, an alternative exam at higher cost, or to waive this part. I asked again as I had been told I could not waive this if I wanted contact lenses, and was told I could waive it. So I marked the form that I wanted a dialated exam only if actually required, otherwise I would waive it. The doctor performed unnecessary tests (peripheral vision screening when it is known I have glaucoma), eventually wrote the contact lens prescription, and then AFTER that insisted on dialating my eyes before releasing my prescription. When I went to settle the bill I was told that I needed to pay not only for the unnecessary medical exam but also to pay for the contact exam that should have been covered by my vision insurance. I was out of pocket a total of $180, $150 of which was under protest and $30 completely unexpected.

  Business Response

  Date: 01/06/2023

  Tell us why here...

  Response to BBB Complaint ID ******** from patient **** to Grandview Optometry:

  This patient was repeatedly informed of the office policy regarding patients with diabetes:Patients with diabetes are required to have an annual diabetic eye exam with their ophthalmologist, prior to being seen for a routine vision exam at our office.  If they have not had an exam within the past year, they can schedule a routine exam with us after they completed their diabetic exam with their medical professional. If they provide a diabetic report that has been done within the past year, then they do not have to do a diabetic exam at our office. If they do not have a recent diabetic report to give us, then they can have their diabetic exam done at our office.The diabetic exam at our office includes a comprehensive exam to be evaluated for diabetic retinopathy as well as including a prescription for glasses. A contact lenses fit can be included at an out-of-pocket cost. Our comprehensive exam includes at no additional cost all testing- which includes visual field and pressure checks for glaucoma screenings. This is a requirement to complete for a comprehensive exam. If a patient has this done at another office, it still must be completed at any new office they attend for the purpose of completing the required testing. The standard of care for a diabetic exam is a dilation. Therefore,all diabetic patients are required to be dilated as part of the examination. Our office includes retinal photos at no additional cost to have digital records of their retinal health on file.

  
  This patient provided us with a diabetic report that was over a year old. She was due for another diabetic exam which she was free to have done with her medical professional.We would be able to see her for her routine eye exam for glasses and contacts.(Our contact lens exam includes a glasses prescription). She opted to come to us for both the diabetic and vision exam.
  We made sure to thoroughly explain everything to the patient days prior to her arrival to her examination and during the day of her exam. Her insurance is a vision only coverage which covers for a glasses examination and a contact lens fit. It does not cover the medical exam portion to check for diabetic retinopathy. We informed her of her insurance benefits and that it can be used but we would have to see her on different days due to not being able to bill a vision and a medical exam at the same day. She wanted it all done at once and so we informed her of the out-of-pocket cost during the time she scheduled her appointment. We also reminded her about it the day before her exam. We also called to inform her that her diabetic exam was overdue. She told us she didnt care about cost at this point as she only has 15 contacts left and needs them. We also reviewed all the pricing that she would encounter with her exam PRIOR to the start of her exam on her actual appointment time when she checked in to our office. She was adamant to get her contact lenses.

  
  The attending doctor also went over the cost and procedures and said the patient agreed to whatever it took for her to get contact lenses that day, which meant completing the diabetic exam portion too. She confirmed that she would pay out of pocket and so they proceeded with the examination.
  The patient left a one-star ****** review stating that she was coerced into an unnecessary diabetic eye exam. And stated that the office did not tell her they did not take her insurance until the exam was done and that she was forced to pay out of pocket.

  
  If you need copies of the correspondence notes that documented each encounter with this patient both in person and over the phone/ text, it has been provided as an attachment to this response. 

  Customer Answer

  Date: 01/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to **** don't agree in the slightest but do not want to put more energy into this
  
  Sincerely,
  
  *********************