ComplaintsforBrooksville Optical

• Initial Complaint

  12/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The business rendered an inaccurate exam of my eyes and charged me and my insurance company for it. So, I have a prescription that is useless and unusable. When asked to get a refund for my exam, they refused. When my insurance company asked them to void the claim, they refused. I want my money returned to me and my insurance company reimbursed for service they provided that was inaccurate and useless to me.

  Business response

  01/26/2022

  Business Response /* (1000, 11, 2022/01/03) */ First off Doctor is completely independent and not associated to our office so this complaint should not be with us. I cannot go into details due to HIPPA but an exam was performed. When patient informed us about not being happy with RX; Uses a different reading distance that standard we scheduled a follow up visit for him. Upon arrival he already seemed upset. When we tried to explain that the Doctor would see him at no charge and we would change his glasses for him. He said he wanted a refund. A refund was provided for the eyewear and the insurance was notified. The insurance reinstated his eyewear benefit. As for the exam the doctor who again is independent from Brooksville Optical is not associated or owner or our practice provided the services billed and offered a free follow up visit. Patient declined. Patient informed us he has been through this before and he would get his $10 copay refunded He has before. If he really wants to file a complaint it should be with the doctor not Brooksville Optical. Consumer Response /* (3000, 13, 2022/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response from this business. Regardless of whether the Dr. is an independent contractor, an hourly employee or the owner of the business, my business was conducted with Brooksville Optical. Brooksville 0ptical was listed on my insurance carrier's provider list, I called Brooksville Opticals phone number to make my appointment, and my glasses were purchased through Brooksville Optical. The way I see it, the Dr.services represents and reflects Brooksville Opticals reputation and customer satisfaction as much as the sales rep that sold me the glasses in the first place. As far as the reading distance, it was made clear before I purchased the glasses that they were going to be used for reading and computer use. Proof of this is I was unaware as a consumer about blue light protection on glasses. The sales rep educated, promoted, and sold me my glass with blue light protection. If I didn't tell them about the use of my glasses like they say I didn't then why was I sold on blue light protection? I did not ask for blue light protection at the beginning of selecting my glasses but was asked what I was going to use the glasses for, and I told them for reading and working on my computer at work. I was then promoted blue light protection, so I purchased that option. Upon receiving my glasses, I could use them for reading but they were not clear for using them on the computer. I had to lean way in to get clear vision of the words on the computer. Unsatisfied with my glasses, upon arrival to their store approximately 5 days later, after I received my glasses, I let them know politely I was unsatisfied. I received a complete firm lecture on how they were not to be used for the computer. After listening to the unfriendly rude lecture from the rep of the business, I was offered to be retested but only after I mentioned "if they weren't to be used for working on a computer then why was I sold on blue light protection?" I was then told someone would call me. They called me and offered a retest, and I was satisfied at that point. Once again, I made my exam appointment through Brooksville Optical not directly with the Dr. Upon arrival, I checked in and was asked to have a seat. I did not sit down but I stood by the chair while waiting. I did not feel like sitting down so I wanted to stand. I was then told by a rep to have a seat again. I did not sit and stood instead and did not respond because I don't feel I was required to sit like I am in grade school class. I was then called up and asked what I was there for and told them to be retested. Right off the bat I was lectured again about how the glasses should not be used for working on a computer in a rude manor from the same rep that I spoke to the first time I came in and also the same rep that told me to sit down twice. At that point, I told the rep I felt as though I am being treated like a 5-year-old and I don't need a lecture again as I have already been through this once with you in regard to the use of the glasses. She argued with me about the use of the glasses, and I brought up again about the blue light protection and asked why it was on the glasses if I didn't discuss it with them about the use of the glasses. She looked it up and seen that it was on the glasses and called someone else over into the discussion. At that point, I thought to myself quickly, all I wanted to do is come in here and be retested and that's what my appointment was made for. However, I am again getting a lecture about my glasses. I decided to cut the conversation off and get a refund for the entire business transaction including the exam and politely told them I will go somewhere else. They gave me a refund but after I got on the road, I looked at my receipt and found out I was not refunded for the exam, and I had a prescription that was not accurate. I went back questioned this and they refused to give me refund. I was lectured about how when you go to a dentist you don't get a refund if you are unsatisfied with their services, and I said you want to bet. I was refunded by a dentist because they performed a service that didn't correct my problem. Furthermore, I clarified that my insurance benefit will be reinstated, and they said yes. I check with my insurance company and the full benefit was not reinstated. The Eyeware benefit was reinstated but not the exam benefit. I tried to go to another optical provider and just this week the night before my appointment, I was contacted by my new provider, and they said the exam fee will be full price at $75.00 because I have already had my one eye exam benefit used and I do not get another one until November of this year. As a result, my exam benefit has not been reinstated. So, now I want my copay reimbursed and I want my exam benefit reinstated, or I want and additional refund of $75.00 of what it's going to cost me to get another exam because I had a worthless exam from Brooksville Optical that I cannot use. This small problem that should have been solved easily by Brooksville Optical to begin with, has cost me time, money and now a delay in getting an accurate prescription to get new glasses. I am unsatisfied and unhappy with the result Brooksville Optical has provided with this complaint. This could have all been solved over two months ago by a simple refund for a service that was provided inaccurately and for the lack of professionalism on the way the rep lectured me twice about the use of the glasses that was uncalled for. This business has used poor judgement on how to handle an unsatisfied customer when all they had to do is give me the eye exam again without the condescending tone of voice that was used at lecturing me twice about the use of my glasses. Brooksville Optical has proof in the records at Brooksville optical the blue light protection was an option that was added to my glasses. I also have a witness that was sitting there with me while my glasses were being selected and my witness heard everything that the rep said to me, and what I said to the rep on what I was to use the glasses for. To be clear, my complaint is against Brooksville Optical as I had minimal contact and discussion with the Dr. I know my doctor was made aware of the situation because he came out and called my name in the middle of all of this problem on my second appointment for an eye exam and the rep went over and talked to him. You would have thought he would have come over and had a discussion with me or brought me back for a discussion away from other clients as a professional should, but he did not. On another note, all discussion was done out in the open public in front of Brooksville Opticals clients. I was never brought back into an office or desk to have this discussion. If HIPPA WAS IMPORTANT TO BROOKSVILLE OPTICAL THEN I ASK, WHY WASN'T I BROUGHT BACK TO An OFFICE AND ASKED WHY I WAS THERE? Why was I given a lecture out in the open public about the use of my glasses? I remind Brooksville Optical this wasn't a conversation I initiated or started especially in front of their clients in the open public. I did though respond to the condescending tone that was used on me with the same tone they initiated the conversation with. Maybe that will be my next step is to turn them in for HIPPA violation for having this discussion out in the open about my private issue with the problem with my glasses. I want my money back for the copay for the eye exam and my eye exam benefit reinstated with my insurance company. If my eye exam benefit is not reinstated with my insurance company, then I want $75.00 for an exam at another optical institution since I found out that I cannot use my eye exam benefit now for another 11 months. Consumer Response /* (3000, 17, 2022/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Release submitted 1/11/22 Business Response /* (4000, 19, 2022/01/12) */ Claim to the insurance company is not under Brooksville Optical it is filed under the doctors name. Again we answer this as a courtesy because this claim is not with our business. This complaint is not with our office. Only resolution we can offer is to come back and have a recheck exam done for no additional charge. Consumer Response /* (4200, 21, 2022/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) This complaint is with your office. The whole reason this has been a problem is because your staff member was more interested in giving me a lecture about the use of my glasses then just getting the problem solved. Remember I accepted the appointment to be retested originally. I showed up to be retested. I do not accept being lectured to a second time about the use of my glasses. I listened to it the first time without rebuttal from the same staff member when I came in to express my dissatisfaction with the glasses. To do the same thing again the second time I showed up was completely uncalled for. I was there to get retested not to be lectured to and argue the use of the glasses. Yes, I told the doctor during the exam the lenses during the examination on the equipment he uses that I was looking through fogged up because of the mask you require your patients to wear. He did nothing in my opinion when I said that. I knew in the back of my mind from reading your documents prior to my exam if something went wrong, I could be retested once. I was fine with the retest but the real reason for the problem was the condescending tone that was used by your employee twice to me. Thats why things went south between Brooksville Optical and me. I ordered the blue light coating under the recommendation of another rep that helped me choose my glasses. The rep new the use of the glasses period. For some reason, Brooksville Optical doesn't understand the problem originated with a rude staff member of there's. Regardless of who the claim is through, my complaint is for Brooksville Optical. I ask for a refund for my exam and for my insurance benefit to be reinstated for my exam through my insurance company so I can have another exam done somewhere else immediately. If Brooksville Optical doesn't want to reinstate my insurance exam benefit then I want a refund of $75.00 + $10.00 = $85.00 total to reimburse me for my copay and to pay for another exam somewhere else since I have to pay full price since now my insurance company is showing my exam benefit has been used already for the year. I can not have another exam until November. The damage to my faith in Brooksville Optical just the way this complaint has been handled by them has been done. I do not wish to do anymore business with this company. So as a result, I do not want to be rested by them as I do not trust this business.

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