ComplaintsforKids Eye Site

• Initial Complaint

  05/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Early February, I contacted to Kid's Eye Site to get prescription sunglasses. I set an appointment for an exam and glasses. The exam was simple. Following my exam, I had hoped to order my glasses, however they were not able to get all my insurance info. I had to return at a later date to do so. At the later date, I returned to Kid's Eye Site to order my frames and lenses. A man named **** helped me. **** had advised me that my insurance would not cover the tint on my glasses, which I was prepared for. **** then advised me of protective coats for my glasses, which I told him I can't afford. **** told me that my insurance would cover these coats. As **** filled out my chart (this part is very critical) adjacent to the "add on's" OTHER than the tint, **** wrote down zero's, and next to the frames and lenses, he wrote a very small number for my co pay's. Following that, I went to the front desk, payed my bill and was on my way. Maybe two months later, I received a bill from Kids Eye Site for $420!! Now in the month of May, I contacted Kids Eye Site. I spoke with their insurance lady, ****. She told me that when they sent the bill in to the insurance, they had denied costs of the protective coats that staff at the facility originally TOLD ME WERE covered. At this point I requested the chart that **** had filled out with pricing details stating in writing that the protective coats would be at NO out of pocket cost. **** told me that specific page was their private property and I would NOT be receiving this paper. I feel cheated and the worst part is I don't even know who is at fault here, however I do know that I am the one left here to figure out a $400+ bill. I spoke with **** recently and in our conversation, she told me that on that very chart, that I am not able to see due to it being private property, that it states that even if told insurance covers my purchase, there is a possibility it may not. But i didnt sign anything nor will they show me the document.

  Business response

  06/03/2024

  As the HR Manager of Kid's Eye Site, I received this letter in my office today (June 3, 2024). I had been doing research into everything that happened with this patient and his experience with our office. We saw this patient and our insurance department had a call with the insurance company, which stated his insurance would cover 100% after copays were collected. When the *** was returned with payment from insurance company, it was discovered that everything was not 100% covered and his balance was $420. I listened to all phone calls regarding everything the patient requested as well as looked for phone call to insurance company. Follow-up in this matter was that employees have been met with and received further training on what is and is not HIPAA protected for the patient since he had requested a copy of the paper he signed. I was unable to locate phone call to insurance where they stated it would be covered. I contacted patient, let him know that I had researched everything and that we would be writing off his portion of the balance due and that he could keep the glasses. I did apologize for the employees and their misunderstanding on everything, but let him know we hoped we could keep his business in the future and to let me know if he had any questions or concerns at any time. Patient was very thankful and understanding of my phone call it seemed. This call was after the complaint was filed with the BBB. 

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