ComplaintsforClarkson Eyecare
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Complaint Details
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Initial Complaint
09/23/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I went in to the fenton location September 23 2021 for my first ever eye exam. My vision is perfect also. I have very good major league baseball insurance. They took my insurance and said it covered the eye exam. When i was done with the appointment they charged me 84 for photos. They did not explain to me these were not covered. Never said a word and made me pay with out an option. I have perfect vision and was just doing a check up. I think i should of had a choice or have been told this is additional.Business response
09/29/2021
We apologize for the experience that this patient had at one of our locations. The District Manager and the Office Manager have both been in contact with this patient to apologize for her experience, thank her for her feedback, and to speak in detail about the patient's routine vision coverage so that we can better help the patient in the future. We thank this patient for the opportunity to speak with her regarding her visit with us and will use her feedback for training at our locations.Initial Complaint
08/24/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This is for the Grand Blvd location. I was informed that they took Medicaid, I asked them specifically, and they said yes and to bring my medicaid card and information. My appointment was set for tomorrow. They just called me and said that they cancelled my appointment because the doctor doesn't accept medicaid.Business response
08/30/2021
We apologize for the experience that this patient had while trying to be seen for an appointment. The district manager for this location has been in contact with this patient and is working with them to get them scheduled at a location that is convenient for them and on panel with provider and office for their insurance. We again apologize for this patient's frustration but thank them for working with us and giving us the opportunity to make this right for them.Initial Complaint
08/19/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I moved from MO 3 years where I used to be a patient at Clarkson. Nearly everyday day I get a robocall from 314-797-7345. STOP harassing me and remove me from your list!!!!Business response
08/23/2021
We apologize for the experience that this patient has had with our outreach program. We have located the patient's chart in our records and marked him as "Do Not Contact" so that he will no longer receive appointment reminders or requests to schedule. If this phone number is located in other patient charts, we ask that this patient please call our corporate offices at 636-227-2600 to have other family members with the same number marked as "Do Not Contact" as well so that they too will no longer get scheduling calls. We thank this patient for his feedback and the opportunity to meet his eyecare needs.Customer response
08/24/2021
Complaint: ********
I am rejecting this response because: I just received another robo call from the 5 minutes ago as seen in the phone log from my phone.
Sincerely,
****** ********Business response
08/25/2021
We apologize that this patient received another call from our automated system. The patient's chart was marked as "Do Not Contact" on 8/23/2021 and this process can take 24-72 hours for patients to drop from our list. This patient is also listed in the system as "not textable" which unfortunately generates another phone call to the patient for every text that we try to send. We have confirmed with our patient engagement centers that going forward, this patient should no longer receive phone call attempts from our company, but urge the patient to reach out again if this continues to be an issue, as this is likely an IT glitch that we would need our IT department to address. We apologize that this patient got another call from us but thank him for letting us know that it continues to be an issue, and hope this this is resolved for him going forward.Customer response
08/31/2021
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
08/12/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Constant robocalls and no option to be taken off the call listBusiness response
08/13/2021
To Whom It May Concern,
We thank this patient for his feedback and apologize that he received calls that were frustrating. We have forwarded this patient's information to our Patient Engagement Center and have ask that his chart be marked "Do Not Contact" so that this patient will no longer receive calls reminding him that he is due for exam. We again thank this patient for his feedback and ask him to call our corporate offices at 636-227-2600 if he receives further communication and calls.
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Customer Complaints Summary
125 total complaints in the last 3 years.
61 complaints closed in the last 12 months.