ComplaintsforAtwal Eye Care

• Initial Complaint

  07/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 22, 2024 I purchased a pair of new eyeglasses at atwal eye care on transit. I had previously bought glasses there the past 10 years and was very happy doing business with them. The previous staff who were very helpful retired. Previously the assistant was well educated on choosing eyeglasses and would offer suggestions to make sure you were getting what you wanted. The new person was not very helpful. I said I wanted titanium frames but she said they only had a few. She pulled out various other metal frames, styles of which I didn't care for. Previously the retired salesman had made suggestions such as size, style for your face, color and weight. The current salesperson gave none of these. When I said the pair I thought I might like were big and the retired assistant warned me of weight, the current person said that shouldn't be an issue due to polycarbonate lenses. I reluctantly agreed to them. When I came to pick them up on June 28, the frames were so heavy they were unwearable. I commented on that several times to both the assistant and another coworker. Finally I said could I choose a different frame and the assistant let me and showed me a titanium frame I had not been previously showed. She said they would contact me when they were in. I received a call 7/1/24 that since they had to regrind the lenses they I would have to pay separately for the new pair and my insurance wouldn't cover since they paid for the unwanted pair. I don't mind paying the balance to get the titanium frames but I don't want to pay for new lenses since I believe I should have been warned that the size of the lenses and weight of the previous frame may make them too heavy for my face.

  

  Business response

  08/01/2024

  The above named patient came to our office wanting red titanium frames, however, we did not have any in stock that she liked so she chose a red vivid pair.  She said she liked the frames and wanted to proceed with the purchase.

  After she received the red vivid frames, she stated they were heavy .  Upon pickup, she did not want the red frames because they were heavy. We advised her that we can reframe style her and it would be $60 for a different frame $60 for lenses due to the fact that all orders have to be  custom cut. She agreed to pay and get the glasses she liked. She thanked us for our help and left happy and seemed satisfied with the outcome, understanding the explanation of the policy and pricing.  We have not heard anything from her since receiving here glasses. 

  As far as the frame selection, we have a large frame selection to choose from and our opticians do help with the selection process, however, it falls on the patient to make the final decision.  She did not seem reluctant to make the purchase.

  The patients desired settlement states, "exchange".  Is she wanting to exchange the second pair that we made for her.  I am not understanding why she wants to exchange is she is happy with the new pair of glasses.  Perhaps this was submitted to BBB prior to her selecting the second pair?
  
  
  
  

  
  

• Initial Complaint

  08/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dr B**** told me corrective surgery cost $2100 for laser & 600 for lens implant on day of scheduled surgery I paid (charged) $2000 prepay requirement balance to be submitted to blue cross & blue shield but then to my surprise I was told to go to surgery billing unit IV same building (Atwal) & was told in order for surgery to proceed I had to prepay another $745 I was blind sided & dumfounded by this additional charge but when you have blurred vision & anxiety I prepaid reluctantly (copy of charge enclosed)

  

  Business response

  09/05/2023

  Mr. ***** underwent cataract extraction with an intraocular lens.  He opted for additional premium services that are not covered by his insurance.  The lens he selected was a toric lens, to correct his astigmatism. This lens requires additional testing, including corneal topography, wavefront aberration and refractive keratoplasty. Insurance does not pay for these premium services, therefore, it was explained to him that he would pay $2000 for this upgraded service to the practice and  $595 for the toric lens portion is paid to the facility.  He was given a form to sign informing him that this is only for these premium services and that any deductibles or coinsurance are his responsibility for the cataract surgery.   His **** plan has an out of pocket expense (deductible/coinsurance) of $200 for the cataract surgery procedure.  **** reduces our reimbursement by $200 and we are required to collect this from the patient.  

  He mentions a $745 charge.  This charge is not our charge.  I am assuming it is a deductible/coinsurance for the facility fee at ******* ********** ******* ******.  Our practice and the surgery center are in the same building, however, the surgery center is operated as a separate entity and is not part of Atwal Eye Care.  

  I have attached a copy of the statement he signed for the services rendered to Atwal Eye Care. 

  Please let me know if you have any additional questions or concerns.

  Thank you.

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