ComplaintsforEyecare Partners, LLC
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Complaint Details
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Initial Complaint
11/09/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On November 7, 2024 at 10:30 am I went to Clarkson Eyecare in ***************** for an eye exam. After exam I proceeded to ***** to order two pair of glasses. Purchased one pair for distance and one pair for reading. On November 8, 2024 at 8:47 am I called Clarkson Eyecare and spoke to ***** stating I wanted to cancel the distance glasses and get contacts instead. She advised I would have to have another eye exam as the one I had was not for contacts, she stated my insurance would not cover this or contacts. I told her I didnt have insurance and did not use insurance when I came in, I self paid. She put me on hold and came back a few seconds later and stated she cannot cancel order for distance glasses. I now want my whole order canceled.Customer response
11/10/2024
******** complaint.Initial Complaint
10/22/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I came in on 10/14/20024 and paid $330.73 with a credit card to purchase two sets of glasses. I called today to find out what the status was and they had said it would take 7-10 days. No one answered the phone so I left a message for a return call. I called the corporate office and the person I spoke to was very evasive and refused to give me any information about my order.Business response
10/22/2024
We apologize that no one at the *************************** office was available to answer this patients call. The office is open until 5 today and is actively seeing patients. We are happy to reach out to the office and have someone return the patient's inquiry. Our orders for glasses typically process in 7-10 business days. If this patient ordered glasses on 10/14, 10/22 (the date of this complaint) would be busienss day 6. Our local offices are the best sources of information regarding patient orders as our corporate front desk does not have any connections with the lab who processes our orders, they only have access to our internal system. Currently, our internal system states that this patient ordered two pairs off glasses, both of which were received at the *************************** location on 10/21. This patient should have also received a text notification yesterday that their eyewear was ready for pickup. This office has been notified that the patient is waiting on a return call and will be reaching out to the patient.Initial Complaint
10/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Our daughter was seen May 17, 2024. I was told that her glasses warranty was going to expire and that I could make a claim to replace her lenses. After them wanting to charge us an additional fee to be trained on contact lenses again, which she was in 2023, we switch providers. We ended up needing to order contacts through the new provider who had informed us that her benefits had already been used up for the year. After calling Clarkson, they told us that they did not run the claim through the warranty and that they processed it through insurance so she has no benefits left. After contacting the district manager, their option for us was to pay $216 out-of-pocket (for the eyeglasses) for them to reinstate the $130 contact benefit.Business response
10/21/2024
We apologize for the frustration that this patient has experienced. Contact lens fitting fees are a requirment through the *** to be performed on an annual basis to evaluate the patient's health and well being of the eye since it is utilizing a medical device. This charge is legitimate and has a basis with all vision insurance providers as well as the government. Regarding the patient's glassess, we have reached out to the District Manager over the location and received this clarification: When the patient let the office know that they were ready to use their warranty on their lenses, the warranty had expired. The warranty is only good for one year from purchase date. In order to have the lenses replaced, the insurance benefit for the patient's glasses lenses was used, negating any kind of benefit for contact lenses. When the District Manager spoke with the patient, she offered to negate the claim with the insurance company so the contact lens benefit would be reinstated, however this means that the patient would pay out of pocket for the glasses lenses. The patient refused. We are happy to change billing for the lenses for the patient if they wish to do so.
Customer response
10/25/2024
Complaint: 22424779
I have reviewed the business' response and am rejecting it because:
Please provide documentation that the exam was completed as you were stating after the warranty expired.
Sincerely,
***** *****Business response
10/28/2024
Attached are the patient's requested documentation. The original visit that Maicey had where the glasses warranty was purchased on 6/5/2023, Maicey's new exam on 5/17/2024, the lenses in question that were purchased on 6/24/2024, as well as a copy of the Eyewear Protection Plan terms.Initial Complaint
10/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Feb ****** I got prescription for progressive lenses which they charged me ******. The first time they didnt put in upper prescription the second time they didnt put in bottom prescription by the third time they didnt put in the middle prescription. *************** paid them ****** by march 12 according to my statement.Thay made no effort to refund me. Thus they are double billing. ***** did manage to get me a ***** ********* May 6 I hadnt heard from Clarkson so i went in and asked for a refund. The one and onle employee there said these glasses were already pick up. I said no they werent so he looked again and found them, I doubt that they sent them back out for another correction. Again I said I wanted a refund.He said he couldnt do it. Someone would call me. They didnt want to give me full refund claiming that another eye test wasnt included however Aetna paid them ****** in addition to my charge of 441.51.Tried to call Clarkson ************** ************ numerous times.Recording the person you need to talk to is not here, call back. I tried chatting with ***** on July 11, I went thru the hole story and the response was thats a technical problem I wrote back and said did you even read this? So i then sent an e-mail to headquarters explaining my chat ****** and of course I never heard back anything.If this all isnt enough they reblled Aetna on April 17 ****** twice the amount they already paid for the same **************!!!Business response
10/15/2024
We apologize to this patient for the frustration that this experience has caused her. Leadership over this office has reached out to the patient to apologize and provide her with a resolution to this issue. We thank this patient for her feedback and patience and look forward to working with her in the future.Initial Complaint
09/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Clarkson received a $24.24 check from my ************************* and never credited our account. They have been billing us each month for this amount which we do not owe.I visited their office on Legacy in ****** and was told by the office manager that they had gotten the payment.But when I talked to the billing office in ******, they will not resolve their own record problem.I do not want Clarkson's internal failure to effect my personal credit rating.Customer response
09/27/2024
The address on the invoice is:
Clarkson Eyecare
PO BOX 208907
****************-8907
Business response
10/07/2024
To Whom It May Concern,
We apologize for the frustration this patient has experienced. Leadership over this location has been working with our billing department and insurance claims department to get this resolved for the patient. They also reached out to the patient today to communicate the resolution of this issue. We thank this patient for their feedback and look forward to working with them in the future.
Customer response
10/08/2024
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
******* *******Initial Complaint
09/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On April 17 2024 I went to Clarkson Eyecare for an eye exam and glasses. I presented my insurance information and paid the amount that was not covered by my insurance. I started receiving texts that I had a balance due. When I called the billing office inquiring about the balance, I was informed that I had a balance of $45.00 but I also had a credit that was not applied and it would cover the balance. I was told to disregard the bill and it would be taken care of. It was not taken care of and I am still receiving text that I have an outstanding bill. I called again 2 weeks ago and was told that everything was documented and I would not receive any more messages. But the text are still coming. Last week I went to the Clarkson office and was told billing had to take care of it and she could see all of the documentations. I know its only $45.00 but if the money is there I dont understand why they havent applied it to the bill. I would appreciate help with this since im not getting anywhere on my own. Thank youBusiness response
09/24/2024
To Whom It May Concern,
We apologize for the frustration that this patient has experienced. Leadership over this office has been working on this with our billing department since last week and has filed a request for an account adjustment. the District Manager of this office has spoken with this patient to update her of the steps taken to get this resolved. We thank this patient for their feedback and look forward to working with them in the future.
Customer response
09/24/2024
I have been contacted by Clarkson Eyecare and was told the issue will be taken care of. I am satisfied this will be resolved. Thank you for your help with this matterInitial Complaint
09/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Received eye care services on 1/5/2024. Bill date 9/6/2024 for $39.40. This bill was sent 9 months later. I called customer services, and they said they tried to send on 7/18/2024- this is even still 7 months after the fact! What kind of business sends a bill 7 months later? I even paid $605.70 at the visit, which is usually the remaining balance- so it is suspicious I all of a sudden have more to my bill 9 months later. *** never received a bill this late from Clarkson or any other healthcare provider for that matter. Seeking an explanation.Business response
09/23/2024
We apologize that it took so long for this patient's claim to be resolved and a statement sent. Leadership over this location has been in contact with this patient to explain as best they can. We have escalated this to our billing team to use for training purposes and thank this patient for their feedback and for the opportunity to help answer their questions.Initial Complaint
09/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
The reason for this letter is they say we still hold a balance.When the glasses came back we paid as you will see on the receipts.When the glasses came back we paid as you will see on the receipts.This is fraudulent charges and our account is paid in full.Business response
09/23/2024
We apologize for the fustration this patient is experiencing with this account. Leadership over the office is reaching out to the patient to provide a resolution. We thank this patient for their feedback and look forward to working with them in the future.Initial Complaint
09/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
This is the fraudulent amount of $45.80. There is no balance on this account, if so I couldn&#**;t have received my glasses.Business response
09/23/2024
We apologize for the frustration this patient has experienced with their account. Leadership over the office is reaching out to the patient to explain the insurance balance after claim processing and to present a resolution to the patient. We thank this patient for their feedback and look forward to working with them in the future.Customer response
10/07/2024
After we paid the first balance on both pair of glasses and everything was settled after we paid the first ********** we was waiting to be fitted for I glasses she came back in and said that was not the correct balance. When we came back into the office to pay the first balance and a hour later she said we owe a new balance she said it was not figured right.
Business response
10/14/2024
We apologize to this patient for the frustration that she has experienced. Leadership over the location reached out to this patient and worked with her directly to correct her account on 9/23/2024. As of today 10/14/2024 the account is showing a zero balance. We are unsure how to further assist the patient at this time and encourage her to reach out to her local office if she has further questions.Initial Complaint
09/12/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I had an eye exam at the ****** in ***** location on 02-22-24. The exam should be cover by my ************** There's some reason they keep sending me the bill. I had contacted their office and talked to ********, the office manager about the bill. I also had my insurance to call them to show them how to file a claim. My last phone call was 05-22-24 ******** told me that she would contact a manager to take care of this situation. I haven't heard anything back from them until this last Tuesday 09-10-24, I got email and text from them asking me to pay for the same bill that we have been talking about since February. I am so tired of this problem. I want them to stop sending me the bill and talk to my insurance and learn to file a claim. This is ridiculous!Business response
09/23/2024
We apologize to the patient for this billing issue and thank them for reaching out. Leadership in the office has been working with the patient's insurance company as well as our own internal billing department to correct the patient's insurance claim and account. We thank this patient for their feedback and look forward to working with them in the future!
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Customer Complaints Summary
145 total complaints in the last 3 years.
69 complaints closed in the last 12 months.