ComplaintsforClarkson Eyecare
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Complaint Details
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Initial Complaint
09/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On April 17 2024 I went to Clarkson Eyecare for an eye exam and glasses. I presented my insurance information and paid the amount that was not covered by my insurance. I started receiving texts that I had a balance due. When I called the billing office inquiring about the balance, I was informed that I had a balance of $45.00 but I also had a credit that was not applied and it would cover the balance. I was told to disregard the bill and it would be taken care of. It was not taken care of and I am still receiving text that I have an outstanding bill. I called again 2 weeks ago and was told that everything was documented and I would not receive any more messages. But the text are still coming. Last week I went to the Clarkson office and was told billing had to take care of it and she could see all of the documentations. I know its only $45.00 but if the money is there I dont understand why they havent applied it to the bill. I would appreciate help with this since im not getting anywhere on my own. Thank youBusiness response
09/24/2024
To Whom It May Concern,
We apologize for the frustration that this patient has experienced. Leadership over this office has been working on this with our billing department since last week and has filed a request for an account adjustment. the District Manager of this office has spoken with this patient to update her of the steps taken to get this resolved. We thank this patient for their feedback and look forward to working with them in the future.
Customer response
09/24/2024
I have been contacted by Clarkson Eyecare and was told the issue will be taken care of. I am satisfied this will be resolved. Thank you for your help with this matterInitial Complaint
09/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Received eye care services on 1/5/2024. Bill date 9/6/2024 for $39.40. This bill was sent 9 months later. I called customer services, and they said they tried to send on 7/18/2024- this is even still 7 months after the fact! What kind of business sends a bill 7 months later? I even paid $605.70 at the visit, which is usually the remaining balance- so it is suspicious I all of a sudden have more to my bill 9 months later. *** never received a bill this late from Clarkson or any other healthcare provider for that matter. Seeking an explanation.Business response
09/23/2024
We apologize that it took so long for this patient's claim to be resolved and a statement sent. Leadership over this location has been in contact with this patient to explain as best they can. We have escalated this to our billing team to use for training purposes and thank this patient for their feedback and for the opportunity to help answer their questions.Initial Complaint
09/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
The reason for this letter is they say we still hold a balance.When the glasses came back we paid as you will see on the receipts.When the glasses came back we paid as you will see on the receipts.This is fraudulent charges and our account is paid in full.Business response
09/23/2024
We apologize for the fustration this patient is experiencing with this account. Leadership over the office is reaching out to the patient to provide a resolution. We thank this patient for their feedback and look forward to working with them in the future.Initial Complaint
09/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
This is the fraudulent amount of $45.80. There is no balance on this account, if so I couldn&#**;t have received my glasses.Business response
09/23/2024
We apologize for the frustration this patient has experienced with their account. Leadership over the office is reaching out to the patient to explain the insurance balance after claim processing and to present a resolution to the patient. We thank this patient for their feedback and look forward to working with them in the future.Initial Complaint
09/12/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I had an eye exam at the ****** in ***** location on 02-22-24. The exam should be cover by my ************** There's some reason they keep sending me the bill. I had contacted their office and talked to ********, the office manager about the bill. I also had my insurance to call them to show them how to file a claim. My last phone call was 05-22-24 ******** told me that she would contact a manager to take care of this situation. I haven't heard anything back from them until this last Tuesday 09-10-24, I got email and text from them asking me to pay for the same bill that we have been talking about since February. I am so tired of this problem. I want them to stop sending me the bill and talk to my insurance and learn to file a claim. This is ridiculous!Business response
09/23/2024
We apologize to the patient for this billing issue and thank them for reaching out. Leadership in the office has been working with the patient's insurance company as well as our own internal billing department to correct the patient's insurance claim and account. We thank this patient for their feedback and look forward to working with them in the future!Initial Complaint
08/30/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
In April 2024, I had an eye appointment with Clarkson eyecare. In June, I started to receive notifications that I have a balance with Clarkson. I called and spoke to a representative and informed the person that I should not have a balance. This was my annual vision care and it is covered in my insurance with no cost to me.In July 2024, I contacted Clarkson again regarding the bill balance. Clarkson reported that Aetna did not pay for my refraction service. I called Aetna my insurance company to see why they dud not pay for the refraction. ***** stated that Clarkson never billed Aetna for that service.Aetna called Clarkson on the phone with me to inform them that did not bill for the refraction service becauseit is covered under my plan. Clarkson said that they will bill for it and place my account on hold.Business response
09/04/2024
To Whom It May Concern,
We apologize for this patient's frustration with the billing of her claim. Leadership over this location is looking into her account and will be in contact with the patient to offer a solution. We thank this patient for their feedback and looking forward to working with them in the future.
Customer response
09/05/2024
Complaint: 22218038
I have reviewed the business' response and am rejecting it because:
The company stated that would follow up with Aetna to file the billing for the fraction and failed to do so. I prefer the response of their findings to be sent through the Better Business Bureau to ensure that this step is done to resolve this issue .
Sincerely,
*************************Customer response
09/06/2024
Clarkson Eyecare did not follow up with the bill, as previously stated. This is very concerning because they refuse to bill my insurance as they stated for the fraction. I received both of the billing notifications after the company informed BBB that were looking in this matter.Business response
09/13/2024
We apologize that we have been unsuccessful in our efforts to connect with this patient. We have attempted to contact this patient again via phone and followed up with an email as well. We look forward to working with this patient and reaching a resolution.Customer response
09/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
08/26/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I visited this store on 6/4/2024 I was prescribed Al**n total 30 **ntact lenses which I didn't like to begin with, but was told give them a ********** will love them. I was pressured into placing an order for them right away. Well I didn't like them, I called a few days later & cancelled them and requested a refund. I have never picked them up so there is nothing to return. I also visited the store 2 other times to try different **ntact lenses before settling on the Biofinity brand lenses. At each visit I asked for my refund to be processed. I have also called several ********* have repeatedly been told that someone will call me back & take care of this. I have also sent an email through their website 1 wekk ago today with no response. I'm tired of waiting it has been 2 & half months now. I have since gone elsewhere to purchase ********** have lost out on my insurance benefit with that order since I looks on paper like I have already used my benefit for this year. I obviously have no refund receipt to provide to my insurance ** as proof.Business response
09/03/2024
To Whom It May Concern,
We apologize, but we are unable to locate this patient in our computer system. The last interaction we had with a patient by this name was over 24 months ago. We are happy to help the patient if he can provide a reciept of his purchase or any other information that might help us locate his account with ********************** or Eyecare Partners.Customer response
09/03/2024
Here is a copy of the documents againInitial Complaint
08/22/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Location: ********************************************************** I ordered black tint trifocal glasses and received light tinted glasses. I just had cataract surgery and need dark tinted glasses. Clarkson keeps lying to me saying they cannot put dark tinting on trifocal yet I have a pair of trifocal glasses that Clarkson previously ordered for me. I was very specific with the gentleman that helped me order the glasses and told him I needed black tint and he put down gray. I got a call from the eye doctor and he told me I was not getting what I asked for which I find very inappropriate that the doctor called me and not a manager. I am asking for $100 back which is what I paid for tinting.Customer response
08/27/2024
This issue has been resolved.Business response
08/28/2024
To Whom It May Concern,
We apologize for the frustrations this patient has experienced with their order. The leadership at this location has reached out to the patient and provided them with a solution. We thank this patient for their feedback and look forward to working with them in the future.
Initial Complaint
08/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Clarkson Eyecare in ********** overcharged me by $120.00. My VSP saw the error and called Clarkson and they agreed there was an error. It has been over three months and I have yet to see a refund. I have called the billing department 7 times and continue to be told that they are waiting to update the amount so I get the full $120. I have also called the store, and they said they would help and call me back and never did. Last week the billing department said they have refund filed, just needs to be approved. One week I was told I would have a check by August 2nd. (This was two weeks ago). I am beyond frustrated. I call and spend 30 minutes each time.Business response
08/14/2024
We apologize for the frustation that this patient has had regarding their account. Leadership over this office has been in contact with the patient and was able to resolve the account issue for the patient today. We thank this patient for their feedback and for the opportunity to make this right.Initial Complaint
08/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On March 20, 2024 I had an eye exam and ordered contact lens. The brand name of the lens I have been ordering for years is Freshlook in *****. When I went to pick up my lens I noticed that it was not the same brand name and I questioned the representative helping me. He told me that the company had changed from Freshlook to Air Optix but the color ***** was still the same. I wasn't too concerned. I put them up without opening the box to look at them because he told me the color was the same. And because I still had some Freshlook lens to use up. Finally using up all of my Freshlook lens I opened the Air Optix for the first time on Sunday, July 28, 2024 to my surprise the color of the lens was not the same as I have been wearing for years. this color was much lighter. On Monday, July 29, 2024 I called Clarkson Eyecare, ***************************************************************** and spoke with ************, explained to her what had happened, she told me to bring the unused contact lens back to them and they could switch out. I came into Clarkson Eyecare on Tuesday, July 30, 2024 Spoke with Ms. ****** who said she could not switch them out, I told her I was told on that Monday to bring them back, that I could switch them out, she ask me who I talked to, at that point ************ walked up and said she was the one I spoke with. Then Ms. ****** informed me that there was nothing she could do for me, she had tried with no success. Ms. ****** told me to come back Wednesday, July 31, 2024 and speak with the Manager, **********, who is able to do more for me than she can. I came back that Wednesday only to be told by ********** that the 30 day return policy had expired, which I was never told about. I explained to her that the representative that gave me the contact lens when I picked them up said the color was the same and I took him at his word. I told her I should have been shown the new colors to compare them. She was surprised that I wasn't shown the colors but said there was nothing she could doBusiness response
08/08/2024
To Whom It May ***************** apologize for the frustration that this patient has experienced regarding her contact lenses and getting her problem resolved. The District Manager of this location is working directly with the patient and the office to reach a solution that solves the patients issue. We thank this patient for their feedback and for the opportunity to make this right for our patient.
Customer response
08/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************
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Customer Complaints Summary
139 total complaints in the last 3 years.
70 complaints closed in the last 12 months.