Complaints

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• Initial Complaint

  Date:06/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/19/22 I was seen for a routine eye exam. I consulted for glasses but did not purchase them at that time. I later called and placed an order for 1 pair of glasses and because I am using health insurance for my vision coverage, they asked me to pay over the phone for my glasses and submit the reimbursement myself to the insurance company. I paid out of pocket for the glasses. Later, I submitted the claim to insurance and go online to check the status of my reimbursement. This is when I notice that NOVA Doctors of Optometry has actually not only collected $300 payment from me for 1 pair of glasses but has ALSO submitted 3 pairs of glasses for reimbursement by my insurance. My insurance company says my coverage has been used up and that I owe THEM $100 in addition to what I already paid NOVA Doctors of Optometry. I call NOVA doctors of optometry and explain the situation and ask them to refund me for the glasses charge that they redundantly submitted to insurance, as I wont be able to be refunded if they ALSO submitted a claim for reimbursement for the same service, and ask that they amend the claims to correct the erroneous reimbursement requests that have led to my insurance thinking I owe $100. After over 2 months, there has been no change and NOVA Doctors of Optometry has still not corrected the claims and my insurance company is still claiming I owe $100 for NOVA Doctors of Optometrys redundant claims.

  Business Response

  Date: 07/14/2022

  We did see **** ******** for her eye exam on 4-19-22. After the visit she sat with our Optician and discussed 2 pairs of eyeglass lenses to be ordered to insert into her own frames. The Optician ordered both sets of lenses and her insurance was billed. On 4-29-22 the patient paid for a 3rd pair of sunglass lenses. On 5-6-22 the patient was notified that her lenses were in. On 5-13-22 it was discovered that the patient only wanted one pair of lenses. On 5-13-22 the patient was refunded for the pair she paid for and the insurance claim was retracted and refiled to show that only one pair of lenses was provided to the patient. On 5-17-22 *** ********’s boyfriend brought in her frame and the lenses were installed. 
  On 6-15-22 we received a notice from her insurance company that the original claim (for 2 pairs) was retracted and a new claim was reprocessed. On 6-22-22 **** ******** left a voicemail stating that we had filed another pair of glasses to her insurance and we needed to correct this. On 6-22-22 her call was returned and a message was left for her that as notified the original claim was retracted and what she was seeing is the new corrected claim showing only 1 pair of lenses being made and that if she had any questions she could call us. 
  She never called back. 
  I am attaching the copy of the refund that was processed for her. As well as the retracted claim and the new claim that was processed on 6-15-22 by her insurance. 
  If you have any follow up questions please feel free to contact me at ******@nvdo.info.

  Thank You 
  Bill R