ComplaintsforEyecare Partners, LLC

• Initial Complaint

  08/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In April 2024, I had an eye appointment with Clarkson eyecare. In June, I started to receive notifications that I have a balance with Clarkson. I called and spoke to a representative and informed the person that I should not have a balance. This was my annual vision care and it is covered in my insurance with no cost to me.In July 2024, I contacted Clarkson again regarding the bill balance. Clarkson reported that Aetna did not pay for my refraction service. I called Aetna my insurance company to see why they dud not pay for the refraction. ***** stated that Clarkson never billed Aetna for that service.Aetna called Clarkson on the phone with me to inform them that did not bill for the refraction service becauseit is covered under my plan. Clarkson said that they will bill for it and place my account on hold.

  Business response

  09/04/2024

  To Whom It May Concern,

  We apologize for this patient's frustration with the billing of her claim. Leadership over this location is looking into her account and will be in contact with the patient to offer a solution. We thank this patient for their feedback and looking forward to working with them in the future. 

  Customer response

  09/05/2024

  Complaint: 22218038
  
  I have reviewed the business' response and am rejecting it because:
  The company stated that would follow up with Aetna to file the billing for the fraction and failed to do so. I prefer the response of their findings to be sent through the Better Business Bureau to ensure that this step is done to resolve this issue .
  
  
  Sincerely,
  
  *************************

  Customer response

  09/06/2024

  Clarkson Eyecare did not follow up with the bill, as previously stated.  This is very concerning because they refuse to bill  my insurance as they stated for the fraction. I received both of the billing notifications after the company informed BBB that were looking in this matter.

  Business response

  09/13/2024

  We apologize that we have been unsuccessful in our efforts to connect with this patient. We have attempted to contact this patient again via phone and followed up with an email as well. We look forward to working with this patient and reaching a resolution. 

  Customer response

  09/16/2024

  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 me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I visited this store on 6/4/2024 I was prescribed Al**n total 30 **ntact lenses which I didn't like to begin with, but was told give them a ********** will love them. I was pressured into placing an order for them right away. Well I didn't like them, I called a few days later & cancelled them and requested a refund. I have never picked them up so there is nothing to return. I also visited the store 2 other times to try different **ntact lenses before settling on the Biofinity brand lenses. At each visit I asked for my refund to be processed. I have also called several ********* have repeatedly been told that someone will call me back & take care of this. I have also sent an email through their website 1 wekk ago today with no response. I'm tired of waiting it has been 2 & half months now. I have since gone elsewhere to purchase ********** have lost out on my insurance benefit with that order since I looks on paper like I have already used my benefit for this year. I obviously have no refund receipt to provide to my insurance ** as proof.

  Business response

  09/03/2024

  To Whom It May Concern,
  We apologize, but we are unable to locate this patient in our computer system. The last interaction we had with a patient by this name was over 24 months ago. We are happy to help the patient if he can provide a reciept of his purchase or any other information that might help us locate his account with ********************** or Eyecare Partners. 

  Customer response

  09/03/2024

  Here is a copy of the documents again

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Location: ********************************************************** I ordered black tint trifocal glasses and received light tinted glasses. I just had cataract surgery and need dark tinted glasses. Clarkson keeps lying to me saying they cannot put dark tinting on trifocal yet I have a pair of trifocal glasses that Clarkson previously ordered for me. I was very specific with the gentleman that helped me order the glasses and told him I needed black tint and he put down gray. I got a call from the eye doctor and he told me I was not getting what I asked for which I find very inappropriate that the doctor called me and not a manager. I am asking for $100 back which is what I paid for tinting.

  Customer response

  08/27/2024

  This issue has been resolved. 

  Business response

  08/28/2024

  To Whom It May Concern,

  We apologize for the frustrations this patient has experienced with their order. The leadership at this location has reached out to the patient and provided them with a solution. We thank this patient for their feedback and look forward to working with them in the future. 

• Initial Complaint

  08/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Clarkson Eyecare in ********** overcharged me by $120.00. My VSP saw the error and called Clarkson and they agreed there was an error. It has been over three months and I have yet to see a refund. I have called the billing department 7 times and continue to be told that they are waiting to update the amount so I get the full $120. I have also called the store, and they said they would help and call me back and never did. Last week the billing department said they have refund filed, just needs to be approved. One week I was told I would have a check by August 2nd. (This was two weeks ago). I am beyond frustrated. I call and spend 30 minutes each time.

  Business response

  08/14/2024

  We apologize for the frustation that this patient has had regarding their account. Leadership over this office has been in contact with the patient and was able to resolve the account issue for the patient today. We thank this patient for their feedback and for the opportunity to make this right. 

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 20, 2024 I had an eye exam and ordered contact lens. The brand name of the lens I have been ordering for years is Freshlook in *****. When I went to pick up my lens I noticed that it was not the same brand name and I questioned the representative helping me. He told me that the company had changed from Freshlook to Air Optix but the color ***** was still the same. I wasn't too concerned. I put them up without opening the box to look at them because he told me the color was the same. And because I still had some Freshlook lens to use up. Finally using up all of my Freshlook lens I opened the Air Optix for the first time on Sunday, July 28, 2024 to my surprise the color of the lens was not the same as I have been wearing for years. this color was much lighter. On Monday, July 29, 2024 I called Clarkson Eyecare, ***************************************************************** and spoke with ************, explained to her what had happened, she told me to bring the unused contact lens back to them and they could switch out. I came into Clarkson Eyecare on Tuesday, July 30, 2024 Spoke with Ms. ****** who said she could not switch them out, I told her I was told on that Monday to bring them back, that I could switch them out, she ask me who I talked to, at that point ************ walked up and said she was the one I spoke with. Then Ms. ****** informed me that there was nothing she could do for me, she had tried with no success. Ms. ****** told me to come back Wednesday, July 31, 2024 and speak with the Manager, **********, who is able to do more for me than she can. I came back that Wednesday only to be told by ********** that the 30 day return policy had expired, which I was never told about. I explained to her that the representative that gave me the contact lens when I picked them up said the color was the same and I took him at his word. I told her I should have been shown the new colors to compare them. She was surprised that I wasn't shown the colors but said there was nothing she could do

  Business response

  08/08/2024

  To Whom It May ***************** apologize for the frustration that this patient has experienced regarding her contact lenses and getting her problem resolved. The District Manager of this location is working directly with the patient and the office to reach a solution that solves the patients issue. We thank this patient for their feedback and for the opportunity to make this right for our patient. 

  Customer response

  08/08/2024

  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 me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  At the beginning of April, I visited this location for a routine eye exam. I was informed by the Optometrist that, based on my dry eye symptoms, "punctal plugs" would be necessary. The Optometrist informed me that this procedure would most likely be covered by my insurance, and I believed her. A month later, one of the plugs fell out of my eye. I called the office, and informed them of my issue. They informed me that they would replace the plug for ANOTHER $300, even though I had not even had the one plug in for 45 days. Upon further conversation with the company, I told them that I was unable to pay for the over $400 bill I was left with, and asked if a payment plan was available. They told me no. I have been making monthly payments to them, for as much as I can afford currently making minimum wage. They told me that unfortunately, they do not do payment plans, and because the amount I am making to them a month isn't the full amount that I am going to be sent to collections in two pay periods. Thus far, I have paid the buisness $154 dollars, and still have an outstanding balance of $300. I don't think that it's fair I am being charged the full $300 after insurance paid, for a service that I only have half off, and like I mentioned before the office is refusing to let me make monthly payments, and is instead going to send me to collections which is also not an acceptable response. I currently have a right punctal plug in my eye, and am missing the left.

  Business response

  08/12/2024

  We apologize for the frustrations that this patient experienced with our Kansas partners. We have brought this concern to them to investigate. The ********************** reached out to the patient to talk through her complaint and has reached a solution to this issue. We thank this patient for their feedback and for the opportunity to address their concerns. 

• Initial Complaint

  07/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had two appointments in Spring of this year. Afterwards, I received a significant amount of bills, most of which were adjusted versions of previous bills. I was given the option to pay online. But the amounts shown online were different from the bills I got in the mail. After weeks of attempting to resolve this via chat, I ended up overpaying by $50. I have been promised a refund, but that money has not come to me. I just want my money back.I don't believe this was a deliberate attempt to defraud me, or extort money. I believe this was the result of grossly incompetent record keeping, billing, accounting, or whatever. No business should behave this way. Again, I just want my $50 back.

  Customer response

  07/25/2024

  Clarkson Eyecare

  ******************

  *************************************

  Business response

  08/09/2024

  We apologize to this patient for the errors in billing resulting in an overpayment to our company, as well as the delay in issuing a refund to this patient. The District Manager and Office Manager of this location have been working with our accounts payable team to resolve this for the patient. The Office Manager for the office has reached out to the patient to provide an update and at this time our system indicates that this patient's refund is processing and  the patient should have this delivered to them by next week. We appreciate the feedback this patient has provided and thank the patient for the opportunity to make this right. 

  Customer response

  09/21/2024

  The business attempted to contact me about the refund I am owed. They apologized for the inconvenience, and said it would be further delayed. It has been more than two months since I was promised a refund, and they have failed to do so. I will attempt to contact them again. I am at a loss as to how to recover my money otherwise.

  Customer response

  10/02/2024

  I wish to include some documentation that might be helpful. One is an invoice from my visit in February. It states that I overpaid by $50. The other attachment is a screenshot of an online chat, from ***** stating I would have my refund in 6 to 8 weeks (roughly 15 weeks have now passed).

  Business response

  10/03/2024

  We apologize for the wait this patient has had. The District Manager of the location has been working with our refunds department to get this processed and will be reaching out to the patient today. 

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Clarkson Eyecare in Alliance, Oh has been my eye care provider for a number of years and they have followed my vision and I have purchased prescription glasses from their office. I purchased a set of prescription lenses from their office in 2022 and shortly afterwards both lenses begin to deteriorate and crack so I visited their office to pick up my replacement lenses on March 21, 2023 and I was charged a nominal fee for the lenses and was requested by the technician to purchase insurance on the glasses which I did purchase. The technician did not provide any further information regarding what the coverage entailed on the glasses. The replace lenses also begin to deteriorate and crack in June 2024 so I returned to Clarkson Eyecare and the technician examined my lenses and she stated that her hands were tied as the insurance as the insurance coverage on the glasses was only valid for 12 months from March 21, 2023 and that time had expired. I explained to her that these lenses were not an insurance coverage situation, but a product liability situation as the lenses were only 14 months old and they begin to crack, and this damage was not caused by an accident or abuse on my part. Clarksons position is the lense damage did not fall under the insurance coverage, so there was nothing further they would do to resolve the product failure. The damage appears to be a latent defect built into the lenses. At the time they were produced, or the lab that installed the lenses may have tightened the frames to the point that caused them to begin to crack.. Clarkson solely based their decision on the insurance coverage, which does not apply the situation as this is a product failure. Clarksons technician did not consult with any other persons or the optometrist in the office so they could examine my lenses and provide information why the lenses cracked. Again this is strictly a product failure by the laboratory in the materials used to construct the lenses.

• Initial Complaint

  06/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Tried to contact them regarding a bill they sent saying I owe $150. I tried several times calling the number for their billing department and they seem to have no information. Called my insurance and was told it looks like it was billed wrong and sent to the wrong insurance. This happens every year and I spend weeks trying to straighten it out. Unfortunately they dont have contact information where you can talk to someone that has access to the information. The doctor is great, but the rest of the company has extremely poor customer service. The phone number they give you for billing is out of state and they have no information other than what Clarkson says you owe them. Unfortunately I will have to stop using their services, because I dont have weeks each year to spend on trying to get their billing errors and misinformation straightened out for them.

  Business response

  07/05/2024

  We apolgize for the frustration that this patient has experienced. Unfortunately upon researching who to properly route this complaint to using the information provided by the patient, we were unable to locate a visit to one of our offices within the last 9 years. Our last record from this patient is from August of 2015. If this is inaccurate, we encourage this patient to reach out to the location they were seen at, or to our corporate offices at ************ and we will be happy to investigate. 

  Customer response

  07/06/2024

  Attached is the invoice and Insurance EOB

  Business response

  07/08/2024

  To Whom It May ***************** thank the submitter of this complaint for the clarification and for the additional information. Unfortunately due to HIPAA laws, we will need to work with the patient directly unless authorized to discuss her account with other parties. The patient indicated to us earlier in ********************************************************************************************************************************************************************** billing records. If the patient prefers us to speak with anyone other than herseslf, we will need a consent form filled out naming who has access to her records and who has permission to act on her behalf. Our office will reach out to the patient directly to provide this form, or to get verbal consent over the phone that we can date and time stamp before we can proceed discussing her account further. Someone from our office will be in touch with this patient so that we can continue to work toward resolution. 

  Business response

  07/15/2024

  We thank the submitter of this complaint for the ***** form they submitted however this form was filled out by the submitter of the complaint that we can discuss his information with the BBB. The complaint entails a third party that has not consented in writing to the discussion of any of their information with either the BBB or the complaintant. In order to discuss the situation with anyone other than the patient, our company or the BBB would need signed documentation by the patient that they are consenting to a release of their information to a third party. We do not have such consent on file from the patient this complaint references and have neither been provided such authorization at the time of this response. We understand how frustrating this can be for a spouse or another helpful party when it comes to discussing billing or medical records. We encourage the patient this complaint is referencing to either stop by the location they were seen in and fill out a consent form naming the complaintant as someone with whom we can discuss their medical records and billing, or provide other written authorization with a date and signature that authorizes the complaintant to act on behalf of the patient. 

  Customer response

  07/19/2024

  Complaint: 21919753
  
  I am rejecting this response because: Please see attached completed HIPPA form
  
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Clarkson Eyecare Location: ********************************** Appointment Time 2:20 p.m. 06/27/24 I mostly only go for my annual eye check up appointment. Clarkson schedules an appointment, then cancels it without any notification. Then when you show up for your appointment they tell you they cancelled it and you will have to reschedule. I have been seeing ********************** for years and never had any problems, but since he switched to Clarkson Eyecare handling appointments, it's been a nightmare. They have cancelled every single appointment I have gone to. The employees are extremely rude and uncaring in person and on the phone. They will not let you talk to the doctor when you ask. When I asked for the name of the disrespectful Clarkson employee, I'm told they can't give me that information. The way Clarkson does business is very unethical. I contacted their "Contact Us" on their website (as there don't give a phone number) previously trying to understand why they keep cancelling my appointments, but nobody ever replied. Thanks for listening. I know this may seem small to you, but I have been extremely frustrated and humiliated by this company. Thank you.

*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. ↩