Hi my name is W**** i came into your establishment about a month ago and received eye care service for me and my daught M****. It was a wonderful visit however I told the person helping us i would be getting my insurance in a couple of days and that I will be back to make a claim on my insurance and get a refund, she stated no problem. I payed for my services and left.
Well on yesterday I called my insurance company to get information on how to do a claim and the Human Resources department told me to take my insurance card up to the eyecare place and they would issue a refund for any balance owed to me once insurance paid for their portion. I asked could it be done today she stated yes. So I get off the phone with my employee benefits office and call MyeyeDr to let someone know I am on my way up to the facility to process a claim. Ms. Amanda the unit clerk stated they dont do claims in the office, and thats not enough time to allow for them to do a refund. We cant just refund you your money, Amanda stated, it would take us redoing your entire session over, refunding you and then billing your insurance for today and not the day of service. And how am I supposed to know you have coverage. And I said ma am im sorry it may take a while thats why I called ahead, I said and if you need to rering everything up thats fine as well. If you need me to provide proof of coverage I have my ID# here. And I gave her my number. My account number changed but I didn't know that until after I hung up with Ms Amanda, but I will get to that. So I asked her do I need to bring my contacts in and glasses for a refund? She stated well I dont know if we can do this for you. She said i sounded very frustrated, and I said I am because I didn't think it was this hard to get a refund for services rendered and just use my insurance. She stated I would have to talk to someone else because I was not understanding and being cooperative and I said fine ill be there in 10min. She said ok.
So I hung up and drove to the facility with my husband. They were closed so we waited until til they opened back up at 1pm and Amanda the unit clerk stated if I could wait till 2pm when the manger would be in and I stated sure I can wait. So we waited till about 145, we actually heard the manager in another room, for we sat literally 2 feet away from her office and heard the laughing about the situation and how absurd this was. So the Manager Allison comes out and says my name and I approach the front desk. She says hi I looked up your account, first off you gave me the wrong ID # and I said yes ma am I have the right one here, and I proceeded to get my card out of my purse to show her the new ID number and she says thats what I was about to say if you will let me finish, we found the right number. And I said OK good, what did you come up with? She proceeded to say well if you will let me finish. I said ma am I dont understand your rudeness and all I am trying to do is get my refund d, so then plops receipt 1 down on the counter and says first of all M**** doesnt have insurance. And I said oh yes ma am she does and I said but thats fine we will get to her can you show me MY expenses. So she says we could not bill.your insurance with the same code as you were your previous visit because you were self pay, so we had to recharge you for services they did cover. I said ok so what's my refund she said you will only get back $220 and pointed to the break down. So I said ok what are the charges and she said the insurance company only will pay for 2 boxes so the other 2 boxes you have are out of pocket, I said ok, well I asked the clerk upon my first visit what would the insurance cover and she said that they could cover half. I told her thats fine I will refund the 2 boxes and keep the 2 insurance will cover and she said i can't do that. And I said ma am if its not theough insurance I can return a unopened product and get a refund. She said its theough your insurance. And I said no ma am you just told me I had to pay out of pocket which one is it? Allison proceeds to say your right you right your confusing me. All the whole we are not in her office we are at the front counter making transactions and haggling prices in front of other people. So I then say why do the charges look different none of these are the services you charged me before. Allison said I wished you would have just came on the day you received insurance your making this so difficult. And I said ma am you have terrible customer service and I am a ICU nurse and I know billing and coding myself. I can tell when their is billing fraud and your charging me for services I never got other than contacts. All the other wasn't my services. Then I said dont worry I will get it worked out please continue. She said I will refund you your 220 you 97.75 x 2 for 2 boxes of contacts. I said and what about my daughter she is covered under our family plan. She said ma am I will check again but she read more
