ComplaintsforNova Vision Care

• Initial Complaint

  06/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was experiencing dry eyes, and my insurance recommended Nova Vision for treatment, so I scheduled an appointment for treatment of the dry eye situation. I did not, at any time, request a vision test, as my vision was not an issue and the eyeglasses I have (and had then) are perfectly fine. In the end, they only told me to try a heated eye mask and take fish oil, neither of which helped, and I had to find another doctor to actually prescribe me the eye drops for dry eye treatment (which have worked very well). Nova then charged me for a full vision exam, and of course my insurance would not pay it because I was not DUE for an eye exam, which I KNEW I did not need. I've been in communication with Nova ever since, and have even accessed my medical records with them, where it clearly states that my vision was stable with my glasses. Nova told me they would speak to the doctor who saw me there and get back to me, but I haven't heard anything back from them about a bill adjustment. And now I'm receiving letters from them threatening to send my bill to collections.

  Business response

  06/20/2022

  Below is a copy of the email I sent to the patient today 6/20/2022 explaining the process of an exam. 

  The attached email proves she received an exam which resulted in a prescription, which she wanted to use at our office. 

  As a courtesy, we will reach out to her vision insurance provider to see if she is eligible for an eye exam.

  Hello *******,
  
  I received your email regarding your billing issue as well as a notification from the Better Business Bureau regarding your complaint.  I will be sending a copy of this email to them as well.
  
  I have listened to the phone call when you called to schedule the initial appointment.  You did indicate that you wanted an appointment, but did not indicate that it was "specifically" and "only" for a dry eye check.  When you were asked about vision concerns, you replied that your dry was "messing with your vision" which would be an indication that an eye exam is necessary.  At no point before or during the appointment did you indicate you did not want an eye exam and even went to our optical department and asked questions about new glasses after the exam was completed.
  
  I have attached a copy of an email you sent to our opticians wanting information about getting "lenses in the prescription from my visit yesterday (Monday 1/4)", which indicates you knew you had an exam resulting in a prescription.  
  
  If you have any further questions, please reach out to me.
  
  Thank you,
  
  ******* ****
  Administrative Director
  
  Nova Vision Care
  **** ****** ****** **** **** **** ************ ** *****
  *** ************ *** ************

   

  Please let me know if you need any additional information.

  Customer response

  06/20/2022

  
  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,
  
  ******* ************

*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. ↩