ComplaintsforCarolina Eye Care

• Initial Complaint

  10/19/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I went to this business on 7/16/2021 for an eye exam. Before the exam, I was told I had to pay $60 up front for the exam, even though they knew that our insurance pays for that exam. They knew this because they charged my husband for the same thing, even though he got a United Healthcare rep on the line to tell them that they cover the exam in total, about 2 months prior to my exam. They said I would be reimbursed when they received payment from the insurance company. I refused to pay that day, but had to pay on 7/29 when I wanted a copy of my Rx to get glasses made at another place. After waiting over 2 months for reimbursement, I called them on 10/18 to see why it was taking so long. I was told then by Ashley that they only reimburse you if you call to tell them you want to be reimbursed! It appears that they are keeping the money hoping that people will forget about it, instead of reimbursing in a timely manner. My husband had to chase them for his reimbursement, too!

  Business response

  12/09/2021

  Business Response /* (1000, 8, 2021/10/25) */ Carolina Eyecare Physicians did charge her for the refraction because this is considered a routine service and certain insurance carriers do not cover this service. We received payment and ***** ***** was refunded $60.00 on 10-18-2021 for the amount she paid for the refraction fee of service. Patient was refunded in the amount $60.00 by check. Consumer Response /* (3000, 10, 2021/10/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received the check and I have made two phone calls about the money. I also called United Health Care before I made my appointment and was told by United Health Care that my care would be covered by them. Carolina Eye Care does not listen to the patient. I told them I verified that my company would pay the $60.00. They continue to get away with whatever they want. Business Response /* (4000, 14, 2021/11/24) */ Thank you for the opportunity to address the patient's concern. After review, a refund for $60.00 was approved and processed on 11/19/21. Carolina Eyecare Physicians is committed to providing the highest quality eye care and service for its patients. I appreciate the opportunity to address this concern. Consumer Response /* (4200, 16, 2021/11/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am still waiting for my check. My husband called 11/22/2021 asking where the check is. He was told it was mailed 11/9/2021. I have not received the check and I have made several phone calls inquiring about the check. The story changes each time you call. I am getting frustrated. Business Response /* (4000, 23, 2021/12/03) */ We apologize for the delay. The refund check was processed, however, its mailing was delayed. We have confirmed that the check was sent out on 11/30/21. Consumer Response /* (4200, 25, 2021/12/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am still waiting for my check of $60.00. Every time I call Carolina Eye Care it's a different response.

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