ComplaintsforMilburn Eye Center - Frisco Optical

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I visited Milburn Eye Center on Thursday, December 28th and had an awful experience. The staff was very polite and cordial but they ended up deceiving me and getting me to pay more than I had intended. I went in for a routine annual eye exam which is what I had booked online. I use both contacts and glasses but for this visit I only intended to do a regular eye exam since I had just bought a new box of contacts 3 months prior.In the exam room the doctor brought out contacts for me to try after adjusting my glasses prescription and I told her I only wanted to be billed for the annual exam. She told me that she just needed to check the fit on the contacts since my prescription has changed and it would only be a $25 copay so I agreed.In the end my total charge ended up being $130 because they charged me for a full contacts lens fitting and the $25 was only a deduction from their pricing. I called and said this was a mistake because I never intended to do a contact lens fitting and they said they will reach out to the billing department and get back to me. This is a complete deflection of responsibility because they are the ones who charged me, not the billing department.Looking back on it I definitely made a mistake by allowing the doctor to proceed with the contact lens fitting and paying the amount, but I'm still frustrated nonetheless since now they are refusing to refund me when this was just a misunderstanding. I wrote a review about my poor experience on ****** and they responded to it when an attitude essentially telling me that I was wrong.My desired resolution is for Milburn Eye Center to adjust my billing because I had never intended to pay for a contact lens exam and I never requested that service online.

  Business response

  01/05/2024

  The customer admits that he tried on contact lenses, yet he expects the service to be given free of charge. The customer agreed to all prices and fees in writing before the exam. We can't make it any more clear than that.

  All of the fees were also discussed with him before his exam. He agreed to all of the fees, he put the contact lenses in his eyes. He signed the credit card slip.

  The customer is an adult, but we received angry phone calls from a parent after he arrived home. He left our office very happy.

  We are not responsible if he got in trouble with a parent when he got home. There is no way to refund the doctor's **** that was spent with the patient.

  We wish him the very best, but he received outstanding care in our office and every person/every occupation deserves to be fairly paid for their work and ****.

  In this instance, the business has acted in the most ethical manner possible.  The patient is asking for free care and that is not a reasonable request.

  Customer response

  01/05/2024

  
  

  Customer response

  01/05/2024

  The parent provided the referral and as a result felt obligated to speak up when I realized that I had been overcharged. As I said before, when I booked the appointment online I requested an annual eye exam and nothing else. I intentionally did not select the contact lens exam. When the doctor brought the contact lenses on for me to try I said that I don't want to be billed extra and she said that it's only a $25 copay and that she just needs to check the fit. In the end when the final total was $130 I assumed that this is normal for eye exams as this was my first time doing an eye exam through my own insurance. It was later that I realized they had overcharged me for a service I didn't intend to receive. At the end of the day, the money/refund really doesn't matter to me that much. I work in tech in *******, ** and make 6 figures so that amount is pocket change for me. The only reason I'm continuing to pursue this is because I feel like the business exploited me by charging me for something I didn't intend to receive and intentionally was not explicit about it during the appointment. I made a mistake by swiping my card and signing the receipt without fully understanding the cost sheet, but a good and ethical business would do the right thing when a customer complains like this. If the ***************** decide they want to be bad business owners and run a deceitful and unethical practice that's fine and I won't lose sleep over it. Over time as more and more customers realize this it will just come back to bite them.

  Business response

  01/09/2024

  Dear BBB:

  We have already responded to ************************* complaint, and now we are being asked to respond a second time.

  We have no desire to debate with ************** in a public forum. His complaint is extremely dishonest.

  This is a clear case of business abuse.

  I have attached a copy of the written agreement that ************** signed in our office.

  He agreed to all of our fees in writing and now he denies that we communicated our prices to him.

  Isnt this the type of upfront and honest business practice that the BBB likes to see?

  We hope that you will dismiss this complaint. Please understand that our decision on this matter is final. We will not be responding further to ***************

  Please feel free to reach out to me if you have any questions.

  Best Regards,

  Dr. *** Milburn

  Business response

  01/09/2024

  Dear BBB:

  We have already responded to ************************* complaint, and now we are being asked to respond a second time.

  We have no desire to debate with ************** in a public forum. His complaint is extremely dishonest.

  This is a clear case of business abuse.

  I have attached a copy of the written agreement that ************** signed in our office.

  He agreed to all of our fees in writing and now he denies that we communicated our prices to him.

  Isnt this the type of upfront and honest business practice that the BBB likes to see?

  We hope that you will dismiss this complaint. Please understand that our decision on this matter is final. We will not be responding further to ***************

  Please feel free to reach out to me if you have any questions.

  Best Regards,

  Dr. *** Milburn

  Customer response

  01/09/2024

  Desired outcome not reached however I don't wish to pursue this matter further.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩