Hour Eyes Lied about in network status, out of pocket expenses and kept contacts hostage Manassas, Virginia
I went into the Hour Eyes today to get an examination for contacts and eye glasses. I was on a budget so my 3 questions were, "Do you take my insurance?", "Are you in network" and "What will be the exact co payment?" The lady said they did take my insurance and that she would call the insurance company to find out what the copay would me. Once I was done filling out the paperwork, she called me over to go into take some "pretest", which I took. I then asked her to tell me before I see the doctor, what the copay will be so that I can agree before services are performed.
The lady explained that I will pay $5.00 for the copay, $10.00 for the materials (IF I GOT CONTACTS OR GLASSES FROM THEM), and in addition, if my lenses were more than the allowance, I would pay the difference. I reiterated to her, that I would be getting contacts and eye glasses exams and confirmed the $15.00 amount due. She agreed and had me sit and wait for the doctor.
Once I was done with the examination, I sat with an Asian guy (manager) who said that I would owed them $5.00 (copay), $10.00 (materials), and $51.00 (contacts exam). I tried to explain that the lady told me I was only to pay $5.00 and $10.00 if I ordered anything. He said that I had to pay for the contacts exam or they would cross out the contacts exam and take the contacts back that they gave me until my order was ready. I said that I specifically asked how much this would cost me, so that I could determine whether or not I wanted to get any services performed and that I should not have to pay for anyone else's mistakes. He said he understood but that he could not do anything. He got the lady to come over and she confirmed that she did not tell me about the contacts exam and he told her in front of me that she must always clarify what the charges will be. The lady had nothing to say and he said that I had to pay that money. I asked to speak to someone else. He said that he was the manager and that he is the only person I could talk to.
I asked to speak to corporate. The guy said that I can call if I want to but they will tell me the same thing. What happened to good customer service and maintaining good relationships. I have gone to other places where mistakes are honored and they take the hit for the charges. No! Not Hour Eyes! The guy kept saying he understood and that he was sorry but that the lady was new and didn't know too much. I said well you should train them better and I still don't see why I should have to pay for her mistake.
Upon calling my insurance provide, they advised me that Hour Eyes is not in network and that if I go to an in network provider, I would get $180.00 towards the frames and pay nothing for the lenses. Meanwhile, Hour Eyes was charging me $5.00 (copay), $10.00 (materials), $51.00 (contacts exam), $59.00 ($189 frames with $130 allowance), $89.00 (high def vision coating..whatever that means), and the lenses (didn't get the price for that because I was already lost in translation on all charges!!); about $300 when I could have paid $5.00 only at an in network doctor. What a rip off!!
They cost me a lot of time and stress. Now I don't know if another doctor will honor their prescription and have to wait till Monday to figure it out. No idea where the manager got his training from. Customer service 101: You can not always tell a customer I understand. Sometimes you have eat the cost to maintain good relations. After all of this I would have expected to at least keep contacts that probably cost them $10.00 if that!!
Well I told them I was leaving, took the contacts off and asked for my glasses prescription. On my way out, the manager said, "Ohh I am sorry about all of this. I hope you drive safely though since you don't have any contacts anymore! But don't worry, I will keep them here for you so when you pay for the exam, I will be sure to give them back, ok." He even said he tried to help me and would have given me the contacts because he knows that I need them to drive back home but that he couldn't make that call. Yet 5 minutes ago, he said he makes the decisions because he is the manager.
REALLY!! So even when you have upset me s****.>