ComplaintsforPetelin Vision

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I had eye exams and bought glasses on 10/17/2022, We spent over $1700.00. I asked for a receipt and breakdown and was told it was emailed to my home. There was no email, so I left 2 messages on 10/17/2022. On 10/18/2022 I called and was left on hold for 15 minutes. I finally spoke with a ****, who emailed me a **** charge slip only. When I told her I needed the breakdown of how much were the exams, and how much were glasses, she said they don't do that. I said I needed for tax purposes and to know how much we paid for everything. She said I would have to wait and call billing next week to see if I could get it from them. I asked for a Manager. She said ***** was Optical Manager and she doesn't know where she is. She said that **** was the Operations Manager and she is off and she said ****** was a regular manager but she hasn't seen her. I asked if I could have the numbers and I would call myself. She refused. So I told her I would file a compliant and she said to Go Ahead. I need my breakdown receipts and a Manager to call me. Per my insurance company, by law they have to give me a breakdown of my costs.

  

  Business response

  12/21/2022

  Good morning, ****************,

   

  I apologize that this complaint was never responded to. I reviewed the patients account and here are the detailed call logs with the patient:

   

  K, ****** | Task Note10/19/2022 4:49 pm

  receipt sent

  ---

  K, ****** | Task Note10/19/2022 2:29 pm

  I called pt and let her know I will send a receipt asap when job is in FLEX and and **** Pt was satisfied with our conversation and outcome.

  ---

  L, **** | Task Note10/18/2022 10:49 am

  pt requesting call back about a detail bill she was supposed to received form ****** optical where she paid $1724.30 for glasses and eye exams for her and her husband. I email her the receipt from her husband profile, where is showing the total paid on that one account,  [edit out patients name, identifying feature]. Pt very upset stated that is not what she been asking for and she need a detail on what she paid and what her husband paid and she will call BBB to report us because we are not giving her a receipt and its against the law. She request a call back from management either number on file or her home phone ************ and she want that call today.

  Unfortunately, we have no call records for her calls on 10/17/2022 but for her call on 10/18/2022, ****** called her back on 10/19/2022 within our ***** hour requirement for non-emergent calls. On 10/19/2022, she received her receipt and was fine with the outcome. We apologize the initial receipt was not sufficient but with the way our two systems work, the detailed receipt cannot be printed until it is electronically forwarded from one system to another.

   

  Please let me know if there is any other information needed.

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