ComplaintsforKimberling Vision Center Inc

• Initial Complaint

  07/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 9th I sent my husband and my son to this establishment for an eye exam. I was not aware that they would not file under my vision plan and would only file under my medical plan. Therefore this made a charge that was not for seen by me or my husband. So when he was done with the exam and they informed him of the charges he was confused and very upset. I do not believe that this company has been very clear on what was going to happen and when they did run my insurance I believe a call should been made to make me aware of the charges that would occur. They misrepresented themselves to me. When I look on my insurance it says that my exam should be at $0 cost. They are wanting to charge me over $80 for each eye exam that day. I am sure this happens a lot with this company. I would like them to run my insurance properly so that I get what I expected.

  Business response

  08/22/2022

  As the owner of Kimberling Vision Center, this is the first I have heard about this complaint.  This person did not reach out to me to resolve this issue prior to contacting the BBB.

  My practice was established in ********** ***** ***** ******, Missouri in 1995.  We have always been a medically oriented practice and care for people on a personalized, professional basis.  My staff is trained to explain the difference between medical health insurance and vision discount plans.

  We are not contracted with any vision discount plans, but will assist our patients in getting reimbursed themselves for the coverage they may have with their vision discount plan.  We do not accept vision plans, which is explained at the time of making an appointment, as well as, at the time of the appointment at the front desk prior to being seen by the doctors.

  We offer to file medical health insurance on behalf of our patients, which is subject to their deductible being met and applicable copays.  (Their responsibility based on their chosen contracted plans).  Please see attached documentation which clearly states our financial policy.  It was explained to the adult male patient that his copay was $50 and the refraction (additional services) was $45, if it was filled with his medical health insurance.  We do not accept vision discount plans.

  Additionally, we accept cash payment for services and products provided.

  The patient and his son presented for the scheduled appointments on June 9, 2022.  At the front desk, medical health insurance cards were copied and placed in their charts.  Copays were discussed how medical health insurance and vision discount plans work, she was very verbally abusive to my staff.

  We strive to provide excellent patient care on a daily basis, explain to our patients prior to coming to Kimberling Vision Center their medical health insurance benefit coverage and, at the time of presentation to the office, again, go over anticipated fees associated with the examination and services and products, they may be purchasing.  The patient also signs an agreement to pay for services and products provided as outlined in the demographic information page that was signed by the adult male patient for him and his son.  (Please see attached documentation).

  We are very accommodating with our patients and try to assist them to navigate their medical health insurance and vision discount plan coverages, to which patients, in general, do not understand.

  If you need additional information, please contact me at * ***** ********.

  Thank you for the opportunity to clarify this situtation.

  Customer response

  08/23/2022

  Complaint: ********
  
  I am rejecting this response because: I did contact them before and I was not aware that they would not file with my vision care plan as the vision is on my medical card. I did not understand that they would not file with my vision insurance or I would have never went there. I have been to many eye care facilities and never had a problem with one running my vision care plan until this company. If it was explained so well why was I not told of the charges before the appointment. It takes them all of 5 minutes to tell a customer what they will owe before the appointment. If I had never contacted them before the BBB complaint then why are they saying I was so rude. I never used vulgar language, so not sure how I verbally abused someone.  
  
  
  
  Sincerely,
  
  ****** ****

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