Deceptive Billing Practices
I am extremely dissatisfied with this business due to two separate, highly deceptive billing incidents.
Issue 1: Preemptive Overcharging
During my initial eye exam and contact lens fitting, the staff overcharged my credit card by $40 above my insurance copay ($70). When I questioned it on the spot, they claimed they "preemptively" charge extra in case insurance denies a claim. After I insisted my maximum copay was $70, they agreed to a refund. However, they claimed that because it was a Saturday, they would process the refund during the work week. Instead of the promised refund, they ultimately forced a store credit on me.
Issue 2: Surprise Billing
I scheduled a follow-up appointment because my trial lenses were blurry, and I confirmed over the phone that this recheck would be free of charge. During the exam, the doctor asked a few questions about dry eyes as it could be the reason for the ill-fitting lens and offered to recommend drops. Later, I discovered they billed me for a separate "dry eye consultation." I was not informed that this would be the case or made aware of the relevant charges. Had they been transparent, I could have had the opportunity to accept or decline. When I disputed the bill, they claimed they had to charge me because I did not have medical insurance on file, which misses the point entirely. My main objection was that I had not been properly informed beforehand. They refused to remove the charge and kept my previous $40 credit to cover it.
In my opinion, this office engages in deceptive billing practices by adding hidden fees without clear patient consent. I believe converting a free follow-up into an unapproved medical charge is a breach of professional and ethical standards. Avoid this provider if you expect honest pricing and transparent communication.
[EDIT] Response to the business owner's reply below:
Josiah Y., I do not agree with your assessment of the situation.
I scheduled and arrived for a standard, complimentary contact lens recheck. An eye examination is a necessary part of that specific service. Expecting a patient to actively refuse an examination during a recheck appointment just to avoid unapproved charges is completely unrealistic.
The core issue is a total lack of informed consent. I was never told that the nature of my visit had changed from a free recheck to a billable medical consultation, nor was I informed of any additional fees.
Because I was not given the opportunity to consent to these charges, I dispute the examination fee and request a full refund. read more