My husband went here for an eye exam in February 2023 and was not only told "your insurance isn't that good" (verbatim; which is also my insurance - we have Eyemed, which it may not be "that good" because it covers 30% of everything plus free exam & free imaging), which is demeaning, but their billing person billed our HSA in full without running the insurance first. My husband had to call back in to get it refunded and they said they will do it when the frames come in, just bring in the HSA card, which was fine.
The reason why I gave 2 stars now is after I saw the receipt of the refund - I noticed the exam was charged in full and not $0 co-pay like it should be. I called into Eyemed benefits and confirmed on the website that it was $0 before calling back into Sullivan Eye Care. When I called in, the front desk clerk seemed a bit off and when she transferred me to the insurance biller, I let the insurance biller know, calmly, that I noticed they charged my husband in full for an eye exam and it should've been $0 co-pay. She started off by saying "your insurance is not that great" and "don't tell me what should be free, young man". Absolutely unacceptable and unprofessional. I paused and had to say, "excuse me...?" and "your business over-billed me incorrectly 20 days ago, credited some back, and I still have issues with the bill" - she stated she will look at it and will "rebill" the insurance, then hung up on me.
UPDATE: Added another star - I called in 30 min later to the front desk and inquired on how I would be notified if I needed credited and was concerned about the insurance biller's "rebill" reference. They were going to transfer me back to the insurance biller but I let them know how rude and unhelpful she was - front desk stated they would get more info and call me back. 30 Min later she called back and admitted they shouldn't have charged for the exam and refraction because it was covered by my insurance and they offered to refund it.
If anyone goes here, make SURE they bill your insurance first AND your bill is correct. Outside of this, my husband stated they were friendly and nice during his visit. read more