ComplaintsforGranite City Vision Center

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been putting up with this eye doctor just because they are close to home and take my insurance. They are money hungry and do not care about their patients. The doctor is not personable at all. They also allowed my son who is small to pick adult frames and allowed his Dad to assume they would come sized for him. They sized the arms to fit him but the glasses are so big he looks ridiculous and then told me thats what we picked so I would have to pay for new ones. They are ***** for not even mentioning that those were for adults they were on the rack he was told to choose from they should have had kids and adults separate. I will be finding a new eye doctor. I urge others to look elsewhere as well. We picked the glasses up and reached out to them today 7/1/24

  Business response

  07/02/2024

  Thank you for the forwarding this complaint and the opportunity to respond. ******* son came in for his appointment with his dad. The selection of frames were limited to what the insurance allows. They used insurance and no money was collected, however dad approved the glasses his son chose that day. When the new glasses were finished and picked up  ******* son was not brought into the office to be fitted for the new glasses. We cannot fit new eyeglasses if the patient doesnt come in to have them fitted. 
  As far as replacing the glasses, ****** was told on the phone, prior to hanging up on the staff member, that HER INSURANCE, will not remake them. They only allow one pair per year. No exceptions. Granite City Vision did not make the glasses. We only ordered them for the patient. Had they ordered them from our lab there would be a lot more I could do. However when patients use their own insurance labs, they must abide by their guidelines.  
  We will be happy to adjust the eyeglasses the patient chose if ****** would like to bring her son in for frame adjustments. 

• Initial Complaint

  09/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I visited Granite City Vision on 8/31/2021 and was charged a $50 copay per my primary insurance. My secondary then paid an addition $25 on a fully paid claim which entitled me to a refund of the $25. Not only did the owner/biller, Lisa not even know her company didn’t cash the check she refused to have it reissued and refund to me and says if she has it reissued it is hers to keep. She then tried telling me that I owed her money from 2018 for what my primary ins didn’t pay her… I advised her that I didn’t have that particular ins in 2018- I only had one ins and she had never asked for this in the past or billed for it. Keep in mind I go there yearly. Then when the ins rep told her how to get the check reissued to her she said she “doesn’t have time” and “we don’t agree so I won’t do anything nor will we bill your secondary ins going forward”. Keep in mind that she is contracted with this insurance company and therefore is required to bill them. I then posted a review on social media where she berated me and accused me of asking her to do fraudulent billing. She needs training in the area of medical billing or she needs to contract this billing out. The number of people saying they have had the same problem and have lost hundreds of dollars to her due to uneducated billing practices is appalling.

  Business response

  09/19/2022

  Thank you for contacting me considering Mrs. ******** compliant. I have not been contacted to date by **** and instructed that any money is owed due back to this patient. **** did contact me and inform me that a pmt. was issued in the amount of $25 back in 2021, but was never processed or cashed. It is possible the pmt. got lost in the mail, but was never received by my company. I did attempt to call **** in regards to this issue, but was never able to get through. I attempted to call again today and was able to put in a request for someone to reach out to me from BCBS. I have attached a copy of Mrs. ******** Explanation of benefits from her secondary payer, that clearly states in the highlighted areas that $25 was OWED TO THE PROVIDER, however if the EOB from **** is incorrect on what the patient owes, I would be happy to discuss this with a **** representative should they contact me. 

  In summary....I haven't received a $25 payment from **** which they have told Mrs. ********, and if I had the EOB from **** states the $25 pmt goes to the provider.

  I currently have an attorney involved for Mrs. ********' (false accusations) defamatory posts on Facebook as well as verbal slander in the presence of other patient inside my office, accusing my company of filing fraudulent claims.
  

  Customer response

  09/20/2022

  Complaint: ********
  
  I am rejecting this response because: 

  What Mrs. *** fails to see; and what is not on the **** EOB is my original payment of $50. It is industry standard billing practice to collect the lowest copay. Therefore my copay should only be $25. I paid $50 at my visit causing this payment to be due to me as a refund to me for overpayment. The primary Eob, which was attached to my original complaint shows how after Cigna paid $150.91 and I paid $50 the claim Is paid in full. This then causes the $25 to be an overpayment had she done her books properly. This IS IN FACT due to me. **** is currently working on my complaint forms. 

  
  

  At no time did I slander this business. I gave an account of my experience with the business. All statements are factual. Truth is an affirmative defense for slander. In addition I have paperwork to back my statements. Just because the business doesn’t like the review doesn’t make it slander. Again, another thing she needs to study up on. 

  
  
  
  Sincerely,
  
  ********* ********

  Business response

  09/29/2022

  As I stated in the previous response, I HAVE NOT received a $25.00 payment from **** therefore cannot issue a refund on monies NOT received. Mrs. ******** is fully aware that i DID NOT receive a $25 payment from BCBS, as they informed her of this during our 3 way call with BCBS. I have attempted to call **** about having the check reissued. I am waiting on a call back from them in regards to the check being lost, therefore never received by my company. Once **** does in fact contact me I intend to inquire about who the payment goes to. The provider, as indicated on their patients EOB, OR the patient? If **** informs me their EOB is incorrect and the money should have reflected back to the patient, I would be happy to issue Mrs. ******** a refund for the $25.

  However, as I have stated, I have never received a check for $25 from BCBS. Therefore as of right now I cannot issue Mrs. ******** a refund.

  Thank you!
  

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