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Complaint Details
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Initial Complaint
01/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Yes, this office located in the Peabody, Mass *************** of Lens Crafter also known as Peabody eye Associates. let me book in 23 December 2023 for 1 Jan **** appointment. During setup of appointment office manager tells me you all have an outstanding balance for myself and two twin boys going back to 2022 till present. I got Federal BCBS vision plan operated by ***** vision on phone and they said that not accurate we paid and if the manager wants EFT numbers the office must call provider number to receive those numbers they don't give them out to customers but they will send me statements. Office manager refused to reply with request to call provider line as requested in front of me as I had agent on speaker explaining to her what to do. they let my Marine son appointment be booked and sent text to confirm it appointment and double check prior and said it was good. however when arriving the day of appointment they said we are not allowed to be seen there and we have no appointment. I showed text confirming appointment sent that day and multiple times. They also denied on three-way call from BCBS agent on recorded line that we saw Natick office but their own office claims show they filed with insurance under Natick eye associates and Peabody eye associates, but agent said that bologne as they have all their filed paperwork infront of them and it was paid. the manager said please call Peabody eye associates this is Natick but agent said you just confirmed you filed under both different years for same office visit. Agent also called Peabody eye which at time diverted call to voice mail and didnt return call to insurance as far as we have been told
Business response
01/20/2024
There are several inaccuracies in ********************** statement, but the bottom line is that his bill was adjusted to reflect the insurance payments that were not applied to his account due to a billing error on our part. We did leave several messages with his insurance company that were not returned, as well as with ****************** directly. My last voice mail on January 1, ************************************************************************** our office for an exam, but given his expressed displeasure with our office, I would forward his records to any office of his choosing.
As his billing is up to date with a zero balance, I'm not sure what else we can do.
Initial Complaint
10/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 10/11/23 my daughter ********************* went to Peabody Eye Associates in the ****************. They are affiliated with Lenscrafters. She logged onto the Lenscrafters website to see if they accepted her insurance VSP. It was included in a pull-down menu. It was there. She selected it and scheduled her appointment. She has been to this establishment for years under my insurance ************ **** AFTER her exam, they told her that they don't accept VSP and demanded she pay $200 for the visit. Her insurance is new (she was married in December 2022) and she has a $20 co-payment. They had not updated her insurance plan. Upon her return from the visit and discussing with me, I called them directly. At first they said they would take it up with ************, whose website was wrong, but did not claim any ownership. But... then they said she must have listed the old insurance and they weren't at fault. The only reason she went back to this establishment (she lives out of town now) is because they have her records from years passed. They are refusing to reimburse her the $180. Her date of birth is 12/20/1997. I informed them that I would be contacting the Better Business Bureau. At this point, we would like to be reimbursed AND have VSP removed from the insurances that they claim to accept.Business response
10/12/2023
There was an issue where we had stopped submitting out of network claims to VSP as they stopped paying any claims for 6 months. After speaking to ***************, we agreed to submit the claim for them.Customer response
10/20/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
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