Complaintsfor24/7 Vision & Eye Care

• Initial Complaint

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was taking advantage of being off work for the day and went for an eye exam for contacts. At the beginning being charged the outrages amount shoulda been a red flag but my body was tired and hurt from being at the doctor all morning for broken bones that I told my wife we're already here. The exams were rushed and felt the readings weren't accurate. I was never asked any questions on does it look clearer but due to fatigue from walking on broken ribs and an ankle we got done with the third exam. Reading the board. I was asked to go to the front and I did just to be told contacts will be another $150 dollars. I felt scammed since I gave my insurance that covers glasses and 6 months of contacts. I denied the contact exams and left. It was a terrible experience feeling robbed. I wouldn't recommend or coke back again. Secret shoppers should see for themselves on how cheap and over priced the whole exam is. I felt robbed because I've been to many optical clinics from americas best, bishop arts, and so far wal mart vision center has give the best value by timing time to get the right prescription.

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/07/12) */ Mr. ***** came in our office for an eye exam. He was told by the doctor that tests would be performed. He agreed and signed off on paperwork. Services were rendered for the eye exam, and once the exam was performed, Mr. ***** mentioned to the doctor he wanted contacts after services were rendered. The doctor informed him that a contact lens fitting fee would apply because only an eye exam was stated initially from Mr. *****. Mr. ***** refused to pay the contact lens fee and left out of the office. Once services have been rendered, no refunds are given. (Paperwork is attached.) Thank you.

• Initial Complaint

  04/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  April 13, 2022. An appointment was made for my brother with this office, Rudy A******. He was seen by Dr. ****, he stated that Medicaid didnt cover anything for the glasses. we asked for the Rx and he stated we couldnt get it unless we purchased glasses, we brought in our own frame. When he told us a price of $600 for lenses, we told him we didnt have that kind of money, we paid $350 or so cash. he gave us a paper receipt with no details as to what we were paying. his office was closed thursday 4/14/2022. 4/15/2022 we called and asked for a refund so we could take the glasses else where, where medicaid would cover the lensses. He stated there's a no refund policy, but he never mentioned that. he just had us sign forms after forms after forms. He was very rude and simply hung up after stating corporate in houston would give a call back 72hrs later.

  Business response

  06/06/2022

  Business Response /* (1000, 5, 2022/04/25) */ Hello, patient has received glasses and he was very pleased with them. The mother apologized for the confusion and miscommunication. Thanks. Consumer Response /* (3000, 7, 2022/04/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the glasses, they were received. They were paid for out of pocket so that's the correct thing to do. There wasn't any miscommunication in this matter. Translating English to a Spanish speaking parent is something that should be taken care of within the office. We will no longer return for eye exam here. A detailed receipt at the time of pick up would have been useful. Business Response /* (4000, 9, 2022/05/03) */ We did indeed provide a detailed receipt to the complainant's mom. If she needs another copy, we will be glad to send her another one. In regards to translation, the complainant's mother who was involved in all transactions spoke English to the staff. In regards to an initial refund, complainant was requesting that however, proper documentation was signed in regards to no refunds can be given once services and/or products have been rendered. Thank you for your time.

• Initial Complaint

  01/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On December 29, 2021 I went to 24/7 Vision and Eye care for an eye exam. First problem was that the receptionist made me slip in the door way while I was on crutches because she was so eager to lock us in the store. The second problem was she told me my copay was $49. I checked my benefits prior to going to the eye doctor and confirmed my exam was on $10. They didn't give me any type of paperwork. They sent a transaction receipt to my cell phone only. They submitted two claims to my insurance agency, on one I owed $10 but doctor charged me $49. The second claim he submitted was for $232 but he charged my card $254. The glasses were marked up by almost $200. When I discovered these fraudulent charges, they would not let me in the store. They made me stand in front on crutch for almost 30 mins while they let 4-5 customers in (on video.) The Fire Marshal paid the clinic a visit about the locked door and the Dr. **** went on a rampage on the sidewalk (on video.) Finally I went in the store to get my refund of the over charges made by the clinic. Surely that was an error and they do not fraudulent charge for services that was not rendered. Soon as I walked through the door, the doctor started yelling in my face, I thought he was going to hit me. My assistant tried to come in to assist me and Dr. **** started to pull on the door so hard that I thought the glass would shatter. Finally the Fire Marshal told him to stop and I was able to get out of there safely. This man was out of control. City of Cockerhill Fire Marshal, ************* **** can verify this yelling match. I could not even get my glasses adjusted because of the refusal to let me in and all of the chaos. Once I identified the fraud they did not want to speak to me.

  Business response

  02/08/2022

  Business Response /* (1000, 5, 2022/01/18) */ Miss ******** came in on 12/29/2021 for an eye exam. Her eye exam copay was $10 and the doctor's fee ($39) for a retinal photo of the internal structures of the eye is required. The fee is $39. Miss ******** was made aware of this fee and she agreed to pay in order for services to be rendered. Paperwork was given and Miss ******** filled it out. (paperwork attached) The eye frames that Miss ******** was charged for, she was made aware and agreed to pay (paperwork attached). She came to pick up glasses and was satisfied with her purchase. Miss ******** came back later on because she wanted the doctor to sit down with her personally to go over the charges with her. We let her know the Billing department can contact her to go over the charges. She became belligerent and started violently banging on our door with her crutches while patients were in our office. There was no utterance of adjusting any frames. She kept chanting she wanted to talk to the doctor (these events are captured on in-office video). Fraud is not practiced in our office. We have COVID-19 protocols here in our office to protect our patients, employees, and our doctor. Miss ******** chose to ignore our protocols because she wanted to talk to the doctor about her fees when the Billing Department does that, not the doctor. Billing department can go over fees with Miss ********. There are no refunds and Miss ******** signed and dated the NO REFUND paperwork (form attached). Consumer Response /* (3000, 7, 2022/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not sign anything with my charges attached. Provide proof of the charges with my signature attached to it. I was received a transaction receipt but not the invoice the day of the service. They make you sign waivers before seeing the cost and break down. I only received my invoice on January 12, 2022 after calling my insurance company to report the inaccuracies. My insurance company, Texas Medical Board and the Texas Attorney General is now investigating this doctor. No one has ever called me back to discuss those charges that I was not made aware of. I was locked in the store by the doctor and receptionist on 3 different occasion, which is illegal and a safety hazard. The invoice that Dr. **** sent to my insurance company does not match what he has billed me. He added a little extra for his pockets. Why do I have to pay a doctor fee when insurance is paying you? Dispicable. Business Response /* (4000, 9, 2022/01/28) */ We have no such forms in our office with charges attached for our patients to sign. Services must be rendered first, and then a receipt is created showing those services received. Once services were rendered, Ms. ******** ******** was given an itemized receipt. If she needs another receipt, we can mail one out to her. We can definitely have a member of the billing department to reach out to her for further explanation. Ms. ******** ******** came in for an eye exam and glasses. Her exam copay was $10 and the doctor's fee ($39) for retinal scan of her eyes. Before any patient sees the doctor, the fees are told to the patient, and the patient must pay those copays and fees before seeing the doctor. The patient was tld of these fees and therefore she agreed to pay prior to seeing the doctor. In regards to glasses, before the glasses order is transmitted, the patient is made aware of the fees prior to transmission. The patient does not have to pay if he or she does not agree with the fees at time of purchase. The glasses' fees were explained to Ms. ******** at time of purchase of glasses and she paid for the glasses and received the receipt upon payment. We are happy to mail her out another receipt to her home if she lost the previous one. There are no inaccuracies of billing according to her insurance company. What Ms. ******** may be confused about are the doctor's contract fees to the insurance company. All doctors must submit their contract fees with claims per their individualized contract from the insurance company. Those are all insurance company rules. Ms. ******** is free to contact her insurance to inquire. Finally, we are happy contact Ms. ******** in regards to her receipt.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On december 13 i went to see the eye Doctor for dryeye disease. The Doctor prescribed glassess that were to big and i could not read from the glasses. When i told him the problem he said."you picked them you cant return them, and i will not fix them." This Doctor also made a copy of my medicare card, which had nothing to do with my vision. I have a united healthcare card for my vision insurance. He would not provide me with a #to call for reimbursement of my copay $35 this Dr. Told me to leave and not come back. Rude,unproffesional.

  Business response

  02/08/2022

  Business Response /* (1000, 5, 2022/01/18) */ Services were rendered for Ms. ****** on 12/13/2021. She received an eye exam and glasses. Upon receiving her glasses, she stated that the glasses were too big however, she chose and tried the glasses on before we sent the glasses off for servicing. The doctor was ready to help her with her concerns. However, when he contacted Ms. ******, she called him a ********** and hung the phone up. At this point, the doctor does not want to work with her any longer due to her blatant disrespect. Prior to her conversation with the doctor, we were ready to take care of her even though she did pick out her glasses, tried them on, and approved the fit before servicing. We would be glad to mail her a receipt for services rendered. Currently, she has her glasses in her possession, and there are no refunds (form attached). She did sign our NO REFUNDS policy, dated 12-13-2021. Thank you. Consumer Response /* (3000, 7, 2022/01/20) */ Hello, i am replying to the response of Dr. **** about the complaint i filed. Mr. **** needsto send me a copy of my Explantion of Benefits for my reimbursements of my co-pay $35 also he needs to send me the prescription for the glassess that are to large and i cannot read from them. I did not call him a ****** i dont use that word. This man is Rude, unprofessional and does not need to be in business. I called Medicare and changed my card # so he will not be able to use it. I saw other reviews that other people posted about him telling them to get out of his office. All the things he said about adjusting the glasses and i was satisfied is untrue. I hope he knows, you reap what you sow. ****** ****** Business Response /* (4000, 9, 2022/01/24) */ We reached out to Ms. ******, who was very abrasive and intolerable. She does not want a resolution to this case. We reached out to her twice, (1/24/2022 at 12:10pm and 12:20 pm) she proceeded to yell and threatened that she would hang the phone up. She did hang up twice. Prior to her hanging up, we asked her how would she like for us to resolve her case? In the complaint she stated she wanted an Explanation of Benefits and her prescription. We let her know that we provided her her prescription and her receipt. Also, we informed her that in regards to the explanation of charges, the insurance would mail her her explanation of benefits. She stated that we are to provide the explanation of benefits. We let her know that was incorrect. She stated she has the explanation of benefits from her insurance company. Ms. ****** then claimed as we tried to reach out to her today for a resolution twice, she yelled both times stating, "we are harassing her" and "blood pressure is going up." In regards to the ********** comment, to fabricate a racially insensitive comment is definitely NOT what we stand for (letter attached from office staff). In regards to using her social security number to commit fraud, we are not in the business of committing fraudulent behavior. We have very high standards as healthcare professionals to uphold HIPPA (Patients' Privacy Act). As we tried to explain to her in regards to her Medicare information taken initially. That is the standard intake protocol for our patients, 65 and older for insurance billing for services rendered for primary and/or secondary billing. Upon writing this letter, Ms. ****** just contacted our office (1/24/2022 at 1:10pm), under the caller ID name of ******** ****** " threatening and pretending she was someone else stating that our office should NO longer contact Ms. ******. We definitely tried to resolve her issue, however with her claims of "harrassment" and "increased blood pressure" during the conversation, she will need to reach out to us. Thank you for your time. Consumer Response /* (4200, 11, 2022/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) These people are proffesional about telling the truth. Im going to see what they will tell the Dept. Of Optometry. This lady called me around 12 monday saying she was a person that helps out at that office.i assumed she was his wife. She immediatly started yelling at me "what do you want,what do you want" i told her what i wanted my explantion of benefits and to take back these big glassess that i cant read out of. She said i already had my benefits letter. I retired from AT&T the company provided for the retired employees a Reminbursement plan. What ever we spend for Dr., co-pay,anything wr pay for out of our pocket we will be reimbursed. As long as we send in a receipt, and the letter explaining what the Dr.did.every Dr. Gives me a explanition of benifits recieptthey all know what it is for.all except this **** man. He gave me a # to call to get the benefit reciept XXXXXXXXXX i called that #and he answered.thats when he told me he was not going to heip me and not to come back to his office. I did not say This Dr. Stole my SScard,Dr.license i said he has access to all my information.last year they busted a ring of Doctors using medicare fraudlenly.Medicare said he did not need my medicare card if he had my vision card.i told the lady i was getting ready to hang up i was tored of her talking about things she did not know. She kept saying i could get the EB from my ins. That i had a reciept. I then hung up the phone. This woman called me right back with the same argument. I told her she needed to take this up with my insurance. I had already called and talked with united health care and made a report. This woman kept on and on hollering we wete both hollering but who is the proffesional. Finally i told her she was upsetting me.i think thats what she was trying to do.i told her i was 75yrs old i dont have time for games.she was running my pressure up. Again i told her i was hanging up. She said if you hang up i will tell BBBthat you hung up in my face. These people are full of Lies. They are in the business to help people. All i wanted was help with my dryeyes. I did not need glasses,i did not need him to make a copy of my medicare card,i did not need glasses that were too big and i cannot read out of them, i needed my EB so i could get reimbursed for my co-pay. This is not the first time This so-called Dr. Has used this tactic on older people. He just got caught this time.i then called ********* crying asking her to call this Dr. And that woman to quit harressing me. And she did. She said she made a report to FBI for elder abuse.also she is making a report to Dept of Optometry. I will take these glasses to the Dept of Optometry and have them tested to see if that Dr. Prescribed them for my eyes. There is no medicine in these glasses i bet. This Dr.and his wife have barked up the wrong tree. They do not want to give me an EB because he will have to tell what he did. Which was nothing.

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