ComplaintsforBudget Optical

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May of 2023, I called Budget Optical and scheduled an appointment, I asked about my insurance that I had on file so I can be prepared at the time of the exam because time is of essence. I have two insurances, ****care which covers the exam only and ********** vision which covers portion of glasses, contacts and eye exams. The receptionist advised me that I will have a $5 copay to which I said no I dont have copay on the exams. She then advices that I am not covered for frames or contracts. I went to the appointment because I needed the glasses urgently and I will sort out the insurance as we go. Upon arrival I was asked for my insurance card, I advised the receptionist that its on file and should be in the system. I gave them my ****care and decide to call my other insurance to get a card because I didnt have the card in my possession. I did the transaction with rep **** ****care covered the $140 for the eye exam and I was told I had to pay out of pocket for the glasses. After seeing the price I decided to just get the lenses put into my old frame. The bill came to $618 which includes the $140 ****care covered, Budget Optical gave a discount of $120. The balance is now $478, I paid half which is $239. Upon receiving the receipt I noticed the address and phone number is not mine. I advise the receptionist and she advised me that is the address they got from ****care years ago. We have never lived at that address neither does the phone number belongs to me. I left the office running home to call the insurance. The insurance confirmed coverage of the lenses. I called back to Budget Optical and gave them the insurance info and ask for a refund after the copay has been deducted. My copay is $160 so I am due a refund of $79. My hubby picked up my glasses on May 24th but could get the refund because I had my credit card with me. A few days later, June 1st I called Budget to provide my credit card for the refund and was told that ****care didnt pay for the exam. I called ****care and was told it was paid in full. I called Budget Optical and ask for the refund, I was transferred to ***** who was very rude and told me that my refund was applied to a bill for my husband from 2016. I told ***** I am not responsible for anyones bill except my own. ***** hang up on me, I called back seven times and he hang up all seven times. I called back and told him how rude he was and he had the audacity to call me you peopleand told me not to come back. I called the insurance company on June 30th to get help getting the refund. ***** told the insurance company that they cannot magically refund without my credit card. I called ***** June 30th and he once again refuse to credit my card. I asked for a manager and he disconnected the line. About 2:36 pm ***** called a left a voicemail advising that he needed my card for the refund. Since then I have called June, July, August and still no refund. I called again on Nov 9th and asked ***** for the refund, he said no because your husband was loud in the store I asked why is he refusing to credit my card and he said its past the ************************************************* a check since its a problem. ***** advise on November 10, 2023 that the check was mailed to the address I provided. I called again Nov 22nd ***** claimed the was mailed. Today is December 1, ********************************* my mailbox nor any form of credit applied to my card. I have been doing business with Budget Optical since 2013 before I was married. I made purchases every year to include all my five children and this is the first I was discriminated against and treat so poorly.

  Business response

  12/20/2023

  Tricare will deny any submissions if there is a secondary insurance. She had not been here in 4 years, so the insurance she had on file was no longer active. We billed Tricare, which they denied because she did have a secondary insurance that she forgot about. I billed the secondary insurance and let her know to bring in her credit card so we could refund her card. Her husband came in to pick up her glasses on her behalf. When he was told he would need her credit card to process the payment instead of getting cash, he threw a fit and slammed his hands on the table, became belligerent, yelled at the staff and was asked to leave. She called asking about her refund and I stated again I just need her credit card. She asked why her husband didn't get the refund. I explained again that I need a physical credit card to swipe in the card reader. I mentioned I tried to explain that to her husband but he was yelling at the staff. She stated she would come in for it. I asked about her ************************* and she said she didn't want to take care of it for him. She then called the insurance to file a complaint against us for double billing both insurances. I explained for a 4th time, ******* denied the exam because of the secondary insurance she forgot she had. Insurance checked and saw that I had billed everything correctly and closed the case. She called the insurance company again to file a grievance. A 5th time I explained that all she has to do is come in to get a refund. A month or so later, she calls to inquire about the refund again. I explained again she needs to come in with the credit card. She says she moved to another state. I can't do a credit card over the phone and offered to mail her a check, which I did. After I mailed it, she called the BBB to file another complaint. She stated it wasn't applied to her credit card. I explained I can't refund her card with out the card here to swipe in the card reader and a check had been sent.

  Customer response

  12/22/2023

  Complaint: 20943067
  
  I am rejecting this response because:
  
  ***** refused to provide the refund after overpayment.  Days before going in for the appointment, I spoke with the receptionist about my insurance coverage.  I have been going to Budget for over ten years and my insurance was always on file.  The receptionist advised me that I has a $5 copay to which I told her I should not have a copay.  EyeMed and Teicare is what we always have.  EyeMed then changed to BlueCross. TriCare was billed for the eyes exam which is a total of $140.  Teicare paid budget in two payments.  I reached out to BlueCross to find out about the $5 copay and non prescription coverage which was what the receptionist advised.  BlueCross advise that we are covered for glasses, contacts and lenses however there is a copay on glasses, contacts and any other item added such as transition lenses, scratch resistant etc.  BlueCross then paid Budget for the lenses.  The card payment I made Budget was to deduct the copay and refund the balance.  I have no balance with Buget as both insurances paid their portion.  When my husband went to pick up the glasses he was told that, he my husband had a balance since 2016.  Thats has nothing to do with me as in 2016 my husband and I were not sharing the same insurance, I had my own.  When I called Budget to schedule a time to come in with my credit card, ***** told me he applied my refund to my husband account, told me not to come back to their store and disconnect the phone on me several times.  After I persistently reaching out to budget optical I received a voicemail from ***** to call asking for my credit card to get the refund.  Since then he has told me no the credit cannot be issued to my debit card because its passed past 30 days.  ***** repeatedly advise the BlueCross  that he will refund the balance owed but change his mind when I reach to get the refund. I asked for a refund in the form of check  since he made up the 30 days for credit rule.  I provided the address to mail the check November 10th 2023.  As of today there is no check in the mail.  I filed the complaint with the BBB because he keeps telling the insurance that the credit was available for me to get; however, he keeps refusing to release the refund.  I over paid and deserve my money back.  I have always been a customer who spend over one thousand dollars yearly with Budget Optical and believe I was targeted and probably mistaken for someone else.  The receipt that was provided to me has another persons address and phone number listed yet they insist that is our address and phone number.  I have never lived at any other address in ******* except for Aquamarine Drive.  I always did my glasses transaction with Que, yet ***** kept saying I did the transaction with him.  The lies, disrespect and deception was too much to handled.  I just want my $79 refunded to me. I will obtain paid receipt from both TriCare and BlueCross.  I have always have two insurance because TriCare only cover the eye exam for spouse and children, so the second insurance pick up what is left.  For ten years Budget Optical has always used both insurance. I present TriCare to the recipient for the eye exam and present the other insurance to Que in the glasses area.  
  Regards,
  
  ***************************

  Business response

  01/02/2024

  I don't know what else to say. I sent you a refund. I've explained numerous times Tricare will NOT cover anything in terms of vision if you have a secondary insurance. You didn't have your new insurance on file because you had not been here in 4 years. We don't magically get all of your information if you don't tell us. You told us after we placed the order that you had a new insurance, I billed them and sent you a refund. Tricare denied the exam because of the secondary insurance. I'm sorry your screeching husband who slammed his fists on my table was unsatisfied with not getting a cash refund on your behalf. I'm sorry you are unsatisfied with getting a refund. I'm sorry the insurance companies sided with us because I did everything to the letter and you don't understand how insurance works.

  Customer response

  01/02/2024

  Complaint: 20943067
  
  I am rejecting this because:

  I have not received the $79.00 refund.  My copay is $160 and I paid $239.00.  Both insurances have paid their portion.  I have attached receipt from ******************** and myself showing that all charges are paid in full.  Tri-Care does not pay for glasses or frame so a vision insurance is always used in addition to ********* As you can see from the receipt my responsibility is $160 copay.  I paid $239.00 to which i am *********** a refund of $79.00.  
  I am not responsible for any conversation Budget Optical had with my husband as that issues was about a canceled appointment and horrible customer service my husband received from the merchant.  I was not present during their conversation; therefore i cannot and will not speak on that issue.  
  My concern is what happened to the refund i am ***********? I have been given one too many excuses as to why I have yet to see the refund.  First it was no card presented, then i was told my refund went towards a 2016 bill they claimed my husband had, then I was told the insurance did not pay.  After reaching out to both insurances to verify payment, ********** reached out to Budget Optical to ask for my refund after they paid, the insurance was told that the refund is available for me to get.  Budget Optical then change their mind and flat out told me they could not refund and disconnected the calls from me.  With continued perisistent from myself, Budget called and left a voicemail for me to call with my credit card information to get the refund; however, when i called ***** once again refused to follow through with the refund.  I was told my family is not welcome back to the establishment so i requested a check to be sent since November 10th of 2023, I have called three times after November 10th to confirm the check was mailed to me. It is now January **** and I have not received the check or a check number or date the check was sent.  I have no reason to reach out to the BBB if the refund was received by me.  All I am requesting is what is owed to me.  Please provide proof of the refund, whether by credit card credit or cashed check.  This is going on for too long and its disgusting that a company behaves in such manner.  
  Regards,
  
  ***************************

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