2 Customer Reviews
Review from Shelly B
1 star03/18/2024
I went to the cascade eye in ********, **, and had my eyes examed, and was told I need stronger lenses., So I received my new glasses, they were not any different from year before. I needed to have them redo the exam at no charge a week later. BUT THEY WOULD CHARGE MY Insurance again. I feel it is a fraud on there part to get more money from insurance I canceled.
Cascade Eye & Skin Centers Response
03/19/2024
New patient scheduled for a full eye exam and is billed as a comprehensive medical eye examination. Patient was given a prescription for eyeglasses based on the findings of the exam. Patient filled prescription with another third-party retailer which informed patient there was no change in prescription.
After the patient contacted us regarding their continued impaired vision - we scheduled a "glasses check appointment", whereby if there is an error on the prescription - there is no charge for the appointment.
If the physician during the "glasses check appointment" determines there are other diagnoses contributing to the impaired vision, we inform all patients there *** be an additional billing warranted for the specific diagnoses. Patient had a pervious procedure done on their eyes several years ago - which *** require a differing procedure to remove built up film on an inserted lens, that *** be the source of the impaired vision.
Patient is member of a contracted payor and we must follow all medical billing procedures as outlined in our agreement with the payor(insurer).
There is no intention to misrepresent or overbill any patient. We are fully transparent with all patients as to the process and understand it *** be frustrating to understand. Our customer service manager attempted to resolve the issue with patient, but patient stated, "you don't understand" and ended further communication.
We welcome the opportunity to resolve the matter with the patient should they choose to be in communication with CESC.Review from Thomas S
1 star06/23/2023
Avoid at all costs. Bait & switch to get customers in the door but then try to provide only half the services promised. I was calling around trying to find a near-term appointment for both glasses and contacts, so specifically told every place I called it had to be for both. They said no problem, as long as I could go to their farther location -- 40mim drive for me, instead of the one 5min down the street. I said okay, because I need a prescription fast and continued to make sure that appointment included both. Lo and behold, upon arrival I'm told that they would only do glasses that day and I'd have to make a separate appointment with a "specialist" for the contacts. 1.5hrs wasted driving around and another hr on the phone with their admins submitting my personal info for nothing! Scammers.Cascade Eye & Skin Centers Response
06/30/2023
Our Patient Experience Team strives to provide excellent customer service starting from the initial phone call with our office. This includes convenience in scheduling as well as providing alternative locations to provide service when the patient has an urgent need.
Cascade a matter of practice does schedule not both the eye exam and contact lens fitting in the same day as the fitters for each product requires a different skill set. We do on occasion, schedule both at the same time in coordination with the Eye Supervisor for the location to ensure providers are available. We deeply apologize for the breakdown in communication and dissatisfaction with our services by the patient. The patient is welcome to call and speak to our *********** it they so choose so we can resolve what the issue was/is.
There is no "bait & switch" nor "scammer" as both infer the intent to deceive. We have been in business for nearly ******************************************************* business practices with the intent to deceive our patients. Secondly, we are highly regulated by WA state and the Federal government. There are occasionally breakdowns in communication and expectations - of which, if given the opportunity, we take ownership of when we fail our goal of delivering excellent patient care.
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