ComplaintsforKennedy Vision Health Center LLC

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Dec. 18, 2023 had a great eye exam. Dr. decided I should do prism glasses to help a brain injury. Lrecommended ******* frames. Ordered frames, lenses, tinting everything else she recommends. Jan. 15, 2024 wrong frames. Good thing I have a pic cuz Ldoesnt believe me. Lre-orders the frames, but seems to have an issue with me from that day on. New frames come in,I could tell soon,not fitting right. I go in for adjustment and keep trying to wear them. They give me sores on each side of nose. I talked to J,she tells me to come in. She treats me nice and fits me with another pair of *******. I am a little worried about *******, but she reassures me if there is a problem they will stand behind it.Frame bow is busted. I am patient and realize these things happen. I take busted ones home and wear while they order new frame. I let them know these frames are doing same thing. They want me to try the new frame coming because they think it may be the bow being busted.I get the new frame, there is a different gal working, she comment she is surprised they ordered me another ******* frame because those frames have very narrow bridge and some people have a problem with them. She recommends me to get nose pads if I continue to have problem with them. I do continue,I get sores. I try nose pads, I keep trying. March 1, go back working with ** ******* interrupts us,tells J, go to lunch. L says I only get one redo, I have to lose $1000 I have paid for glasses that dont work.I tell her that doesnt work. She says its up to manager,shell email her. I never hear back,I call next week. She says manager agrees.I want to talk to manager. She says I have to call her back. I call back ,I am told manager is unavailable in meetings rest of day. I leave message, never hear back.Was told they would stand behind them. Was told they were having issues with the ******* frames being too narrow.Shouldve been directed different frame, esp 2nd time. OT on hold no glasses

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife and I made appointments as new clients (based on multiple family and friend recommendations) to Kennedy Vision Health Center to occur on 02/13/24. They were at 3:40 & 4:00 PM, respectively. When the appointments were made we were advised of a fee for their ******* services which we agreed to, however there was NO mention of any cancelation or no-show fees during the discussion (I have my own detailed notes taken of the call). The morning of the appointment my wife reviewed our vision plan benefits so we knew what options we have, knowing we both wanted glasses and possible contacts for myself. At that time it came to our surprise that Kennedy is out-of-network with our vision plan. My wife called her Vision customer service to verify this; as it was correct she called Kennedy immediately when they opened to cancel the appointments. It was only at that time that she was advised there was a fee for each no-show/appointment fee since it was less than 24 hours until the appointments. My wife explained that just the eye exam alone would have been substantially more out-of-pocket, in addition to the significant reduction in coverage for glasses and contacts. For this reason she asked for an exception and was told it was up to the supervisor; three days later we each received a bill for the fee, so she called the Director and left a detailed message, again asking for an exception as we tried in good faith to cancel with as much time possible. The voice mail was left without a response and we each have received a second bill for the no-show fee. It is disheartening when Kennedy checks insurance in advance, that they did not acknowledge they were out-of-network for our vision plan. It is for this reason, and the fact we canceled HOURS in advance, that we feel the no-show amounts billed to us should be waived, and a refund processed.

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This vision center has the worst customer service I have ever experienced and will actively mislead you about the cost of your visit. After getting my vision tested and a new prescription, I asked what my vision insurance would cover. I was told it covered $100 dollars toward either glasses or contacts. I chose to use it toward contacts and got four boxes. I paid for my copay, the difference on the contacts, and for the contact exam. Apparently that is a separate exam despite taking place at the same time Fast forward two weeks and I get a call from them saying they misunderstood my insurance and actually the $100 dollars went towards my regular vision appointment. My contact appointment wasn't covered and neither were my contacts and I owed them $100. After reaching out to them they refused to show me a detailed invoice stating what I was being charged for each service I received (the regular exam conveniently cost exactly the $100 my insurance would cover, but it doesn't show the cost on any paperwork I received) , what my payment on the day of my appointment went towards, and what I supposedly still owed them for. Additionally, if I had known that my contacts weren't covered I would have ordered them online for $13 dollars a box less instead of paying their markup.They either don't understand how insurance works despite working with it daily or ripped me off. It's not clear to me which, because they refuse to provide me with an accurate invoice. Additionally, reading through other reviews online, it looks like I'm not the only patient they have gone to after the fact demanding more money.

  Business response

  10/17/2023

  Dear ********************************* ,
  
  First and foremost, I'd like to sincerely apologize for the inconvenience and confusion that you have experienced regarding your visit and the subsequent billing issue. We always aim to provide transparent and accurate information to all our customers, and it is evident that in this situation, we have fallen short.
  
  I am genuinely sorry for the oversight regarding your insurance coverage. Our team should be well-versed with the intricacies of various insurance policies, and it's unfortunate that there was a miscommunication in this instance. We of course do what we can to help our patients verify and understand their coverage, however, we do encourage patients to also understand their insurance coverage as well to minimize any error. All insurance plans are different per person, and it changes often, so it helps us help each other. 
  
  Transparency is essential in all financial transactions. We understand the importance of providing detailed breakdowns of services and costs. You are *********** a detailed invoice, and I will personally ensure that you receive it at your earliest convenience. We always provide those to our patients, and to make sure our patients always have access to them, we also provide a free patient portal online for you to access those and other things on your account at your convenience, even during closed hours. 
  
  Regarding the Contact Lens purchase, We recognize that cost is a significant factor in any purchasing decision. If you had been given the correct information initially, you could have made an informed decision regarding where to purchase your contacts. I regret that you feel this option was taken away from you. We always strive to offer competitive pricing, and offer rebates, and other deals to help patients minimize their costs. 
  
  We take all feedback seriously and continually strive to improve. We will be reviewing the concerns you have raised to ensure we address these issues promptly.
  
  In light of the above, we would like to take a few remedial steps:
  
  Provide a Detailed Invoice: I will personally oversee the creation of a detailed invoice for you, clearly outlining all costs and payments. This will be available to you at our front desk or I can mail one to you. Please let me know your preference.
  
  If you're open to it, I'd appreciate the opportunity to discuss this matter with you further, in person or over a call. We can discuss potential resolutions and ensure that your concerns are fully addressed.

  We will be conducting a comprehensive review of our procedures and providing additional training to our staff to ensure that such misunderstandings do not happen in the future.
  
  Your trust and satisfaction are paramount to us, and we genuinely hope to resolve this matter to your satisfaction. Please let us know how best we can assist you further.
  
  *******, 

  *******

  Customer response

  10/24/2023

   I am rejecting this response because:
  I have yet to get an invoice in the mail. I have also tried emailing and texting Kennedy Vision and have not gotten a response beyond " Good Morning ********, that sounds very frustrating for you. We will relay your requests to the ********* branch manager in regard to this matter. Have a good day!" 

  Business response

  10/24/2023

  Dear ********,
  
  Thank you for bringing this to our attention via the BBB. We sincerely apologize for any inconvenience you've experienced.
  
  Immediate action will be taken to address this issue:
  
  I will personally ensure that an invoice is sent out to you within the next 24 hours. It will be coming via **** and will require your signature, to ensure it is delivered to you. 
  I will be in touch with the Elk River branch manager to address the lack of communication and ensure that similar situations do not recur in the future.
  Our team will be made aware of this oversight, and we will use this as an opportunity for training and improvement.

  Please remember that all of our patients have 24/7 access to all of their itemized invoices, account balances, and payment history and more on their patient portal for their convenience. Your portal does show it has been registered under this email: ************************. You can visit the patient portal at www.kennedyvision.com, click patient center, patient portal and it will redirect you to that page. If you do not remember your password, you can click "forgot password" from there, and it will prompt you. 

  Please accept our sincerest apologies for the inconvenience. We value your business and patience, and I will make it my priority to ensure that this matter is resolved promptly.
  
  If you have any further questions or concerns, do not hesitate to reach out directly to me. Your satisfaction is of utmost importance to us.

   

  Thank you, 

  *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩