Complaints

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• Initial Complaint

  Date:01/02/2024

  Type:Customer Service 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.

  Since I'm not getting any younger (78), I wanted to reduce the distance to see an optometrist due to the fact that I'm in the early stages of Glaucoma. I was happy with my optometrist, but she is 25 miles away from me. The best I could do was to find a new one in the Salmon Creek area. That area is 15 miles away, but I can get there on US 99 and stay off of the freeway. When I called to set up my first appointment, I explained that I needed Glaucoma monitoring, and possibly treatment. I even had my records transferred to them! When I arrived for my appointment (Oct 11 2023) and prior to seeing the doctor or even a PA, I was informed of $85 appx. in preliminary charges, which included refraction. I my mind, I should have been informed regarding those charges when I made the appointment. I could have decided THEN to go somewhere else. I left the place, but now I'm being billed $50 for not keeping the appointment. I've tried to resolve this, and I did call to speak to someone in their billing ***** My call was returned about a week later, and I explained in polite terms that I should have been informed, of their policies and preliminary charges, at the time I made the appointment. That person said that there would be a staff meeting (or something like that) the following morning and that she would ask the doctors about it. I never did hear back, but about 2 weeks later I got the 3rd bill for $50. I'm appealing this to BBB since I don't want the business to turn this over to a bill collector. My credit rating is good and I want it to stay that way. On principle the business should have informed me of their up front charges, as well as I informed them of my needs. Sincerely, *****************************

  Business Response

  Date: 02/06/2024

  To whom it may concern,
  
       The treatment and monitoring of glaucoma is not an a la carte process. Comprehensive examination including refractions, intraocular pressure checks and glaucoma testing are all part of monitoring and treating glaucoma.  When ******************** contacted our clinic, it was explained to him that the first step would be a comprehensive exam.  ******************** scheduled a comprehensive appointment on 8-29-23 and confirmed the appointment on 10-5-2023.  ******************** was notified prior to his appointment that if he cancelled within 24 hours there is a $50 cancellation fee.  ******************** decided to cancel the day of the examination and because of this he owes the $50 dollars outlined in the cancellation policy. 
       ******************** has previously been a patient of Salmon Creek Vision Center our clinic and discontinued care the clinic in 2013 because at that time he also wanted to manage his glaucoma care a la carte.  The doctors and staff of Salmon Creek Vision treat ocular conditions like glaucoma, by following the medical guidelines that are considered standard of care.   ******************** called our clinic and scheduled an appointment; it was his decision to leave the day of the exam.  The cancellation fee will remain in place based on the policies the patient agreed to by scheduling with our clinic.
  
  Respectfully

  Customer Answer

  Date: 02/07/2024

  In reply to the message from SCVC: I was NOT informed that a comprehensive exam would be required when I made the appointment. I said that I needed glaucoma monitoring and had my records forwarded to SCVC. Since I had only learned a few months prior that I was in the beginning stages of glaucoma, I could not have left their practice in 2013 for that reason. 
  This business moved a short distance since a new freeway exit displaced their former site, and I would not have called for an appointment if I had known it was the same business. But I'm 78 now and that was 10 years ago. What I do remember was $1300.00 for 2 pairs of glasses for my wife, and I suspect the price of an exam without insurance. I lost Vision Service Plan in ****, when I reached 65. We did not leave that practice so that I could get "al a carte" glaucoma care. Sincerely, 
  *****************************