ComplaintsforEyes on Rosemont, LLC
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Complaint Details
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Initial Complaint
12/27/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I went to Eyes on Rosemont-Old Port for a yearly eye exam which my health insurance pays for fully. During the regular eye exam, the Dr. said my eyelids were swollen, and I told her it is due to my Ocular rosacea which I have had for over a decade. She said yes, that is part of having this disease. I agreed. When I received my bill, which should have been paid for by my insurance. Eyes on Rosemont billed it as a medical exam due to my eyelids being swollen, so I was charged $110.94. It was not a medical exam. I already had this disease long before I went to the eye dr. I was just getting a check-up. I have been trying to contact the billing department, but they have not responded to any of my calls for over three weeks. This is absolutely coded wrong, and they know it. I want the bill adjusted as it should be.Business response
01/11/2024
Patients often think they get to decide if an Eye exam is routine or medical. This is something we must repeatedly explain to patients, and it gets confusing with both medical and vision insurance plans. Eye Doctors have criteria for all of the coding that they enter for an exam if any of the coding is a medical code it must be submitted medically first and then we do a coordination of benefits with the vision plan. Most often if there is a medical diagnosis code listed the vision plan doesn't cover the exam the medical insurance plan does.
Doctors are not allowed to change the coding at a patients request and in this particular situation a prescription was done for the patient to treat the ongoing issue. Prescription + medical condition + Medical Coding = Medical
I feel badly that our patient isn't happy but ethically there is nothing we can do to change the coding per her request. I will have our office manager reach out to the patient she has been out of town on vacation and returned this week.
Sincerely,
*********************
Chief **********************************************
Initial Complaint
08/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a pair of Maui *** sunglasses from Eyes on Rosement and the shaded lenses do not extend all the way to the frame. There is a gap between the shaded lense which is intended to block UV light and protect your eyes which allows light in and also looks terrible. Eyes on Rosement agreed that the lenses were not correct and agreed to replace, but does not do so.Business response
09/16/2021
********************** has every reason to be upset. The sunglasses he received on 7/8 had an issue with the coating of the lenses he let us know about this on 7/26. Our employee was trying to save ********************** some money and ordered the lenses for his frame through our regular lab instead of through the Maui *** lab. This employee understands that this can never happen again. Maui Jim's are amazing sunglasses but should truly only be made with Maui *** lenses.
We let ********************** keep the defective pair so that he would have a pair to wear. We then ordered on 7/26 an identical frame to what he wears so we could template the frame for new lenses without him losing the use of his own pair. The second frame arrived on 8/2 and was shipped to the lens lab the same day. We have been in touch with this lab daily and have expressed our own displeasure of their service and voiced numerous complaints to them about the ridiculous amount of time they have spent trying to make these lenses correctly.
The lab in their defense had a major equipment issue and has been backed up with work currently running almost two full weeks behind schedule. They tell us that ************************** lenses will be shipped to us by Monday, Sept. 20th. We will inspect them and call him once this is completed. I waited to respond to this complaint hoping that I could have it all resolved on our end but as this is going slower than I had hoped I thought best to formally respond today.
As a side note, we fully intend to comp the frame and lenses we are currently working on. We pride ourselves on our customer service and apologize for this terrible inconvenience.
Sincerely,
*********************, Chief Operating ******** ******************************
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.