ComplaintsforEyes on Little Elm

• Initial Complaint

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had eye exam on January 12, 2023 at Eyes on Little Elm in *****. The doctor charged me copay for the visit $75 when it was supposed to be only $10 according to my insurance. The exam was simple, not complicated and routine, I declined retina check and never had performed or received any images. I requested specific contactc brand, which i have used before. The office representative **** encouraged me to order the contacts via his office, charged annual allowance $130 from insurance and $822 out of pocket. I was supposed to receive contacts within couple weeks. Today is February 15 2023 and I still do not have my ordered and paid product. **** keeps promising, and stated the problem is with manufacture; and keeps delaying my product. At this time I demand full refund back in the form of personal check in my name. I do not his samples, he keeps offering me. I am pregnant and this situation aggravates my nervous system and definitely depleted me financially.

  Business response

  02/22/2023

  Contact Name and Title: ***************************, Owner
  Contact Phone: **********
  Contact Email: ************************************
  ******************** came to our office on January 12, 2023 for an eye exam and contact lens exam as a new patient. We quote all our patients what they will be paying before they are seen by the doctor. ********************* have a separate fee in addition to the routine eye exam copay. Contact lenses are medical devices and take more time to ensure proper prescription, material, and fit are appropriate for the patient. I have attached a copy of *********'s specific vision plan which dictates these charges. *********'s evaluation is considered specialty fit due to astigmatism. Our usual and customary charge for this service is $100.00. *********'s vision plan (***** Vision) allows $60.00 toward the evaluation and a $25.00 copay leaving her out of pocket cost for the contact lens exam at $65 plus the routine exam copay of $10. Her total for exam services was $75. She was charged the correct amount. Please see attached copy of our contact lens agreement that she signed and was aware of these charges on paper and verbally before she was taken back for the exam. We always abide by the guidelines that are set by the managed care plans and failure to abide by the rules is considered insurance fraud.
  While examining *********, I asked her how her current contact lens brand (Acuvue Oasys for Astigmatism Dailies) are performing for her and if she would like to try something else. ********* said she was happy with them and wants to stay with her current brand. I gave her more trials and checked vision and observed the fit of lenses on her eyes. I finalized her glasses and contact prescription at that appointment. She ordered an annual supply of contact lenses with us the day of her appointment using her insurance allowance of $130. Usual and customary of those contact lenses are $952. After using her insurance allowance, she paid $822 for an annual supply. The patient was also made aware of a manufacture rebate of $200 that could be claimed with proper documentation.
  We use a third party distributor called OOGP for ordering contact lenses. We placed her order the same day of her visit. The manufacturer of her brand of contact lenses ******************* have been on backorder due to supply chain and production issues. We received the allotment of an annual supply for her left eye on 1/18/23 and expected the remaining allotment for her right eye to arrive between January *****. We contacted ********* to let her know of the backorder issue. We allowed her to pick up her annual allotment of lenses for her left eye as well as trials for her right eye to ensure she had enough contacts until her other annual supply for her right eye arrived at our office. ***************** moved the date back further. We kept in contact with the patient and called our local J&J rep who sent us many samples of trials for her to hold her over until the backordered supply got to her. We also contacted another office near her that could also give her more trials while waiting for her other contacts to arrive. This issue was well beyond our control and we did everything we could do for the patient given the backorder circumstances. ********* ultimately declined the trials.
  *********'s mother also called the office several times for updates and explanations without presenting her adult child's written or verbal permission. We told *********'s mother that we could only provide general information without having the patient's permission to speak to her. *********'s mother told us she was going to contact the insurance plan and let them know of the situation. On 02/15/23, ********* emailed the office stating similar to what she said in her complaint and as well as calling our office a scam. On 02/16/23, our optician ********, spoke with ********* and her mother with her permission. ******** explained again that the insurance dictates the contact lens exam amount and discussed the issues with the manufacturer. She also explained that no matter where she orders from, she will have the backorder issue as it is a nationwide problem per our distributor and manufacturer themselves. ********* and her mother were advised they could get a refund for the full amount paid for the contact lenses once she sent back the annual supply of contacts for her left eye in a returnable condition. Returnable condition means no markings and all boxes are undamaged and unopened. Once we receive the contacts and verify that they are indeed returnable, we will refund the card that was used and contact the insurance to reissue the contact lens materials benefits. This was all explained to the patient and her mother on 02/16/2023. We have yet to receive the contact lenses for credit.
  When we received the complaint, we were completely caught by surprise. We offered the patient several solutions and thought we explained everything in a clear and understandable manner throughout her experience with our office. We operate our business ethically and if this false complaint is made public, it would be considered defamation of my business.
  
  See Attachment/File: anastasia1

  Business response

  02/22/2023

  Business supplied email: ************************************
  Use this address for any contact with the Better Business Bureau

  Customer response

  02/23/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

*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. ↩