ComplaintsforEye-Q Vision Care Center

• Initial Complaint

  01/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Dear BBB, I was mistreated by finance department representative a month ago. I apparently had a balance on file with EYEQ and it was not brought up to my attention timely. The finance representative stated that I was not welcomed back and that as of 5 months ago my bill was referred to ***** ********** Agency and to take it up with them. The bill was from 2013. In 2014 I filed for bankruptcy which apparently included this bill. I suffered two strokes which led to being unable to work thus the bankruptcy. The complaint is with the finance department not willing to provide me in writing a ZERO balance statement. I have contacted them by email directly and outside agencies. I did receive a call from EYEQ advising me to call ***** ********** for clearance! I have that letter but what I want is proof from EYEQ that my account is in the clear with them. I do not want this to happen to me again and do not deserve to be mistreated by finance representative who yelled to me from the top of her lungs threatening to take me to a credit bureau. Eye Q has been disrespectful more than once and I decided I will never visit their office for any more eyecare.

  Business response

  01/18/2023

  Good morning,

  
  

  After receiving correspondence from Ms. ****** ******* we promptly reached out to her to discuss her complaint.  We spoke with this patient on 12/20/22 to confirm that we contacted ***** ********** Agency and obtained a copy of the bankruptcy, and that her credit report and balance with Eye-Q was negated due to the oversight of not receiving the paperwork originally.  This balance has been corrected as per her request, and we have personally spoken with her to apologize.  Additionally, our Senior Manager of Business Department has assured me Ms. ******* will receive a negative balance statement from EYE-Q if she hasn't already.  
  

  
  

  It was not our intention for our patient to feel mistreated, and I am available for additional help if needed. 

  
  

  Thank you,

  ****** ***

  Senior Manager Business Development

  EYE-Q

  
  

  Customer response

  01/19/2023

   I am rejecting this response because: See Below.

  
  

  
  

  Dear Better Business Bureau (BBB),

  
  

  There were several calls to Eye-Q Vision Care Center on November 23rd, 28th 2022 to December 16, 20th 2022. I was trying to reach a supervisor regarding my bill and to discuss what the 

  finance department representative had advised me regarding my bill and to report her. 

  Her despicable behavior towards me has to addressed. 

  
  

  I also sent an email to Ms. *** on December 7, 2022, with no response from her. It was not until

  December 20, 2022, Ms. ***** staff member called to advise I contact ***** ********** for

  information. I advised her I was expecting a letter from Eye-Q Vision Care showing zero balance. 

  but she seemed disinterested in that prior request referring me back to ***** Mercantile

  and disconnected.

  
  

  According to Ms. ***** BBB response she stated "We

  spoke with this patient on 12/20/22 to confirm that we

  contacted ***** ********** Agency and obtained a copy of

  the bankruptcy"

  
  

  On January 13, 2023, I filed a complaint with BBB, since I had not

  received closure on the matter with Eye-Q Vision Care. On January 18, 2023, I

  received an email response from BBB. 

  
  

  On January 18, 2023, I spoke to ***** ********** agency Ms. *****, which stated.

  Eye-Q Vision Care Center had not contacted their agency and that it would not be legally allowed.

  They do not forward documents or information belonging to another.

  
  

  I have not received any corrected balance statement from Eye-Q Vision Care Center as of this date.

  
  

  I would like to remind EYEQ Vision Care & Staff of the following. 

  
  

  A bankruptcy discharge order is a court order that stops creditors from ever being able to collect on dischargeable debts. 

  
  

  Despite this powerful court order, some collection agencies or creditors try to collect on discharged debts, which is illegal.

  
  

  There are rules & laws on how to stop debt collectors that violate the discharge order. EyeQ Vision Care in my opinion has disregarded discharge injunction which the courts take very seriously.

  
  

  Violations of a bankruptcy order carry heavy penalties for creditors. 

  
  

  
  

  
  

  Respectfully,

  
  

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

  
  

  ---

  
  

  
  

  Business response

  01/20/2023

  Hello,

  
  

  After receiving Ms. *******'s email on 12/7/22 it was forwarded to the correct department (billing) on the same day.  My apology to Ms. ******* for not advising her that same day that we were looking into it.  We did speak with ***** ********** who show they cancelled the collections activity in 2015 when they received the bankruptcy notice, according to their office in a phone call on 12/19/22 with EYE-Q personnel.  They just failed to send EYE-Q the paperwork so our system didn’t reflect it.  She is not in active collections and hasn’t been in almost 10 years.  I've attached Ms. *******'s zero balance statement.  If you need anything else please let me know.  If I'm not the correct person to help you, I will forward to the correct personnel.

  
  

  Thank you,

  ****** ***

  Senior Manager Business Development

  EYE-Q 

  
  

  
  

  
  

  Customer response

  01/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is somewhat satisfactory to me. On November 29, 2022, I sent a Bankruptcy Discharge Notice to ***** ********** once learning I had an outstanding balance of which was not the case since, I had declared bankruptcy in previous year. I was also informed I would not be allowed to return to Eye Q Vision Care Center according to their Finance Department employee. 

  
  

   In my opinion Eye Q Vision Finance Department's employee partook in predatory practice in my case, failing to conduct reasonable research or effort to discuss the matter in a professional manner caused loss of a customer. 

  
  

  The court had contacted all creditors of the bankruptcy filing to inform them of the filing. Had the Eye Q Finance Department created segregation of duties in their accounting departments to uphold a system of checks & balances perhaps it would circumvent some risks. 

  
  

  Respectfully,

  
  

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

  
  

  
  

  
  

  
  

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