Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/16/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Monday September 19th, I went in to Optic Nerve to get a vision test. I am on my husband's insurance -BCBSN - which covers 100% of your yearly vision test.
  When I got there, we had to contact my insurance because they had misspelled my husbands name on file. After getting that sorted out, they were able to see my coverage. I confirmed with them before starting that my insurance would cover 100% of my test and that I would not have to pay anything out of pocket. During the appointment, the Doctor mentioned that the inside of my eye was significantly bigger than average and asked if I'd like to see it. I said yes, as I was mislead to believe that this was included as part of the eye exam. He did not mention any extra costs nor that it was not part of the eye exam I was scheduled for. It is unfair to charge me $40 to take a look at my eye; if they had been upfront about costs I would have never agreed.
  My husband and I went back to the store to share our complaints about this charge and we were told that they would contact the Dr. and get back to us. It's been weeks and I have yet to receive a call which is why I decided to take further action.

  Business Response

  Date: 11/04/2022

  Please understand in response to Ms. ****** ********** customer complaint we are always willing to work with our valued patients. We were unable to bring up what Ms. ********** complaint was, she had an appointment at Optic Nerve Polaris on September 9, 2022. As we started the pretesting a piece of our equipment was having technical difficulties so we proceeded with her appointment and went over the details of the test again and said we would do it after. During the exam the doctor said the test is up and running did she want to proceed she replied yes. The doctor went over all services and the optician went over all charges. Ms. ******** stated that she thought everything was covered in full by her insurance company. She also stated that the doctor didn’t go over any prices in the room, and the optician replied we do all of that for you out here. Ms. ******** had forgotten her form of payment and said she would be back or call it in. Ms. ******** returned to pick up a copy of her prescription which we can gladly provide as soon as her fees were paid. She declined to pay and walked out.

  Customer Answer

  Date: 11/04/2022

  I have never been told that it would be any extra charges. I was told by the doctor that it’s ‘cool to see’ and didn’t even think to myself that it would cost extra. It’s a shame that a business would take advantage over a young woman this way…

  I have not been told that I would have to pay for the service, and I explained a few times during the visit that I only am there to have a normal eye exam in order to get glasses, and I knew very well that it’s the only service that my insurance covers.

  Once again, I am requesting you to waive that fee and not charge me for the service that I did not ask for nor wanted. Please do the right thing!

  
  Regards,
  
  
  
  ****** ********