Complaintsfor24/7 Vision & Eye Care

• Initial Complaint

  10/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of transaction: 12/18/2024 Amount spent: $268 My husband and I recently visited 24/7 vision & eye care for our annual eye exam and was charged $59. When I inquired about the charge, the front desk staff informed me that my coverage was not through insurance, but rather a discount plan, and therefore did not cover the cost of the exam.However, after speaking with a representative from ***, I was advised that this information was incorrect. *** confirmed that my plan is indeed an insurance plan, not a discount program, and that I should not have been charged as stated. According to them, I was overcharged for the service.I gave them my business because they lied.

  Business response

  10/24/2024

  Good morning to whom it concern

   

  Ms ***** Martinez  came to the office on 10/18/2024 for an eye exam.  She was charged correctly according to her vision insurance plan.  She did purchase glasses from our office and she was well aware of our no refund or exchange policy.  Ms. ***** ******** can come back to the office for further explanation on her itemized receipt.  If you need further info or other concerns please reach out to us.  Thank you.

  Customer response

  10/24/2024

  I am rejecting this response because:   

  
  When I initially engaged with your front desk staff, I was informed that my insurance was not valid for services; because it was a discount plan, I later discovered it is actually insurance policy.  Had I known this, I would not have proceeded with the service.
  
  
  Furthermore, I would like to clarify that I did not purchase glasses from your office. I intended to before I knew I was lied to. However, October 24, 2024, I was informed by your front desk that your office is unable to produce the glasses I ordered. As a result, I am requesting a refund for the glasses, as your office is unable to provide me with my glasses. I do not have glasses. You did not give me glasses. I want my money back. 

  Business response

  10/30/2024

  Good am to whom it may concern,

  Ms. ***** ******** did purchased glasses at our office on the 10/18/2024 along with her vision insurance plan.  She was informed that new glasses was ready and she picked them up on 10/25/2024 at 3:53 pm.  Please see the attachments of proof her new glasses signed and picked up by her.

   

   

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the facility to get my sons eye exam. The front desk people were great! The doctor was not very accommodating he was annoyed when ask questions about the procedure. As soon as they knew we were not buying glasses from the facility. There whole attitude changed. They refused to do a medical eye exam on my son they barely did any kind of exam. And even my son said they barely look at his eyes. I only get eye exams once a year through my insurance company, I was told that a medical eye exam for my prediabetic son was not covered under my insurance. However, when I call my insurance company, they said it shouldve been covered and they should not have been asking me for an additional hundred dollar fee. They give me a prescription But did not complete the prescription they never give me the distance for the people. I cant get glasses with this prescription at all. This is completely ridiculous. They want your money they dont care about your vision. Glasses are super expensive. We are not required to buy glasses when we get a prescription from the facility, we were treated horribly.

  Business response

  07/23/2024

  Good morning

  This is a response to compliant with case# ********.  ********************************* came into our office for an eye exam on 07/22/2024.  He received a thorough evaluation from ************ and all his quesitions were answered to his satisfaction.  His visit and glasses were covered by his ******** plan.  ************ finalized his glsases prescription which was released to ********************** that same day.  If you have any quesitions, please feel free to reach to our office at ************.  Thank you for your time.

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/01/23 I went for ****************** exam. I was charged my benefits plus a $49.00 copay. When it was time for the eye exam the Ophthalmologist never did an actual eye exam. Even after telling him my vision was blurry his words were "You don't need to see that small anyways". I went back the next day to ask for a proper eye exam he then gave me a different pair of contacts & said "Try those for a few days". As soon as I wore the contacts, I told the assistant my vision was still blurry. They asked for me to go back at a later time, I expressed to the assistant I was highly disappointed on how my test was done. After visiting the location, a 3rd time to try & find a resolution he asked me to go back on Monday as I did not have the latest pair of contacts he provided. I told the assistant nobody told me to bring the second pair back. I trashed them as they were giving me a bad headache. I only had the first pair, the Ophthalmologist immediately got upset & asked me to leave. When I asked why he said, "Get out of my office & called the police on me". I decided to stay as I committed no crime. All I was asking for is my exam to be done properly which is what I paid for. He refused to give up license number & formal number for complaint.

  Business response

  05/09/2023

  To Whom It May *********************  Initially, ************** came in our office for a contact lens exam on 5/1/2023, and paid $49 for his total services. On May 5, he came back into our office stating he did not like the feel of the contact lenses, therefore, our staff provided him a different contact lens to wear. Later on that afternoon, ************** came back to our office stating he still could not see out of the contacts. ************** was put in the doctor's ****** so the doctor could take a look at the contacts. Once the doctor came into the exam room and started to examine him, ************** did not have the contacts on and did not have the contacts with him. The doctor asked ************** where were the contacts, and ************** replied, I do not have them, your staff did not tell me to bring them.  The doctor alerted the staff to reschedule him for that following Monday at 9am. The staff instructed ************** to come to the reception area to reschedule due to the fact he did not have his contacts, he became very upset, that he started yelling at our staff member and he refused to leave the office. The doctor had to get involved because ************** started to verbally abuse the staff and threatened the doctor. The police had to be called because ************** continued to verbally abuse and threaten our staff and doctor, and not leave the premises.  Initially, the doctor tried to resolve the situation by asking ************** to come back on Monday so we could have taken care of him, however he became very emotional and abusive to our staff. The doctor is very uncomfortable with seeing him again due to verbal threats made to him. 

   

  Customer response

  05/11/2023

  I am rejecting this response because:      I never made any threats to anyone. ************ called the cops and I decided to stay to clear my name. There was no crime committed and for that reason I collected both officers names, badge number. I stressed to both ************ and his staff there was no way I could wear or store the contacts as they were giving me a headache. *********** became very defensive and aggressive and shouted to call the police. He was not happy to see my for a third time. I simply wanted my vision to be checked as that is what I paid for. 

  Customer response

  05/11/2023

  Attached is a picture of the dried contacts. The staff never told me to store them or bring them back. They were giving me a headache.

  Business response

  05/12/2023

  **************, the doctor was ready to see you when you came the third time. You did not have your contacts. You stated no one informed you to bring them, however the complaint was about the contacts. How would the doctor know what to examine without you having them? Due to you not having the contacts, the doctor was ready to see you for a fourth time. He informed the staff to allow you to come back Monday morning with the contacts in. You became very upset with our staff and doctor and started yelling and refusing to leave the office. No one told you you could not come back, it was told to you to come back for rescheduling of your appointment. The police were called due to the fact verbal threats were made to our staff and you refused to leave the office. 

  Customer response

  05/20/2023

  I am rejecting this response because:   Like I said I never made any threats to anyone in that office. I was there for a service I paid for and never received. After the experience I don't even feel comfortable going back. 

  Customer response

  05/20/2023

  No one should ever have to visit an office four times to get a proper eye exam. This office really needs to be looked at. The online reviews experience the same issues with *************

   

   

• Initial Complaint

  02/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have 5 kids ages 14,13,5,5,1 the 2 oldest had a vision appointment receptionist was very friendly no issues I asked her if i could go supervise the exam and she gladly agreed. When I went to the back 2 minutes later she came back and stated that the Dr. **** did not want my other children crowding his waiting area and were ask to leave because there was no seating for any potential customers who "MIGHT "come in. My in law who was brought to watch my 1 year old felt very discriminated as did I. Which then I proceeded to ask the Dr. why the receptionist did not inform me of this the whole time we were waiting for them to be taken back. The Dr. later stated that it was his policy and that the receptionist did not know the policy. I then stated that it was very rude for him to have kicked them out in the manner that he did. Which he then said " The exam is over you all can leave now. I have enough to charge your insurance for the visit." He then threatened to have me and my kids removed if I did not leave. I kept saying that he was rude and that that was no way to speak to us and requested a number for corporate to complain. He stated that he didn't have to give me anything and then wrote a number behind a business card. He said it's a Houston number and I left. I called from my son's cellphone and the Dr. answered the phone. He provided his cellphone number for the complaint. I feel my family was discriminated and want to complaint for him stating he was still going to get paid when he clearly did not preform the exams completely. Please let me know how I can go about doing this correctly. I will be calling my insurance tomorrow to inform them of the situation. The are currently closed due to the holiday.

  Business response

  03/23/2023

  Business Response /* (1000, 5, 2023/02/21) */ Complainant came in with 2 children who had appointments. In addition, she brought 1 mother and 3 kids (these people were not being seen by the doctor). The mother and 3 kids who were not being seen were respectfully told by our staff if they are not being seen by the doctor, they will not be able to stay in the office. The complainant was in the doctor's exam room with the patients and the receptionist let her know. The complainant became very upset and starting challenging the doctor during the exam. She intruded into his personal space during the exam demanding why should her family leave? The doctor informed her that she was in his personal space and that made him very uncomfortable. The complainant was hovering around the receptionist area intruding in HIPAA Privacy space where patient sensitive information was kept. She was asked to sit down, however she was noncompliant. If discrimination is practiced, why is the complainant wanting to come back to our office to "finish the job" as a resolution? The exam was completed, however, we can reach out to the patient for a follow-up visit. Discrimination is never practiced here in our office. Thank you for your time.

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