ComplaintsforFlorence Eye Center, Inc.

• Initial Complaint

  01/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband and I went to Florence Eye Center for an exam. We both picked out glasses. We were told we had to pay half of the balance at the time before they would order the glasses. Then pay the rest when we picked up the glasses. We paid and they ordered the glasses. When my husband went and picked up our glasses he paid the rest of the balance for both of them. They would not give him the glasses until they ran his credit card for what we owed. I started getting bills for $103.00 two years ago. I have called them twice and spoke with different people they stated the billing was a mistake and it would be taken care of. My husband went up there a year ago with our bank statement again was told it would be written off. That we did pay for both set of glasses. But each month I get another bill where they are charging finance charges. I was telling my friend and stated she was having the same problem with them. That they would order until she paid due to she was SP, She paid and now she is getting a bill. This is not good business. I would like for this bill to be written off due to it was paid in full. I am not paying this claim or stepping foot in that place again. Thank you *******************************

  

  Business response

  01/08/2024

  If you have paid by all means please show us the documentation.   We will be happy to take care of it.  We dont seem to show where any documentation was provided.   
  The only access to your account was sending the 43 statements.   Please upload it here and we will take care of it.   We are sorry for the inconvenience.  

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Thru my insurance, I bought ***** frames, and polarized lenses on 3/24/23, however, they have made errors with the lenses, and since I cannot see clearly, as I can with another pair of glasses, I also bought there last year, they have sent the glasses to the lab twice, the last time I pick up the glasses, hoping it was fixed, was a couple of weeks ago. The same optician said that if I bring the glasses back to the store, he will send me a check for the total I paid, and he will restore my vision insurance for this year, so I can get another visual check and my benefits for frames and lenses at another store. I like and prefer the store, even if is half hour away from home, and I like the selection they have, I even liked the optometrist, so I rather the store correct the situation with my lenses. I dont understand why is so difficult to have lenses corrected, such they did last year, (of course, the second attempt) but it was fine afterwards. I do not know if the optometrist know the problems I am having trying getting lenses that I can see clearly with. I did call to have the optometrist call me, but to no avail.

  

  Business response

  06/06/2023

  We offered a full refund on a custom product which is against company policy. The customer doesnt want to drive to the office and bring the glasses or schedule appointments for the doctor to recheck him all at no charge so there is no possible me to guess what needs to be done with his glasses.  He has called staff members idiots and asked why he has to come to the office to show people how to do their jobs.  Without his eyes and without his glasses I cant proceed with any other solution.  We feel that it is best to refund him.  

  Customer response

  06/07/2023

  Thats interesting, the response from Florence eye Company I have never called anyone idiot nor have I told anyone what to do. I am requesting a call from *********************, my optician, I am sure he could be more professional than the person who wrote the response to the BBB. However, the fact that the company cannot give someone correct lenses, after they given me a prescription there, and they have actually done lenses correctly  before, could definitely be a problem in the future. So, yes, let me speak to the optometrist, and based on their professional advise, I can come by to have my lenses corrected, or I can bring the glasses, for a credit and for them to let my insurance know, so that I can get my services back intact for this year.  

  Customer response

  06/12/2023

  I havent received any more information from anyone, however, from the last reply from the company, they stated that they are going to credit, or refund what I paid. Could the BBB please confirm when, and how, I will receive the credit/ refund of what I paid? Thank you. 

  

  Business response

  06/12/2023

  Check written and mailed last week.   

  Customer response

  06/15/2023

  The said business claims that they sent out a check last week, however, I have yet received it. I cannot complete or agree, to a final resolution, if, the company has not complied to their solution or result.  

  Customer response

  06/16/2023

  I received the check from Florence Eye Center yesterday, for the amount I paid for the sunglasses. I had originally paid with my credit card. Since I cannot see well thru the lenses that the Florence Eye Center made for me, I will need to obtain another  vision examination at a new vision office, and purchase frames, and lenses thru my vision plan this same year. Therefore, I expect that my insurance plan benefits will be again, available.  I certainly hope that the BBB will keep this complaint open until the aforementioned process is completed. Remember, it is not my fault that Florence Eye Center made lenses for me that I cannot see well with, even at two attempts. Previously, they had done lenses for me, and with no problems,  I still use them, and see clearly with them, however, that obviously changed, with the last two lenses they made;  I dont know why they cant correct that, even at two times, however, they decided to return my money.  

  Customer response

  06/22/2023

   
  Complaint: 20139341
  
  I am rejecting this response because: I received the check from Florence Eye Center yesterday, for the amount I paid for the sunglasses. I had originally paid with my credit card. Since I cannot see well thru the lenses that the Florence Eye Center made for me, I will need to obtain another  vision examination at a new vision office, and purchase frames, and lenses thru my vision plan this same year. Therefore, I expect that my insurance plan benefits will be again, available.  I certainly hope that the BBB will keep this complaint open until the aforementioned process is completed. Remember, it is not my fault that Florence Eye Center made lenses for me that I cannot see well with, even at two attempts. Previously, they had done lenses for me, and with no problems,  I still use them, and see clearly with them, however, that obviously changed, with the last two lenses they made;  I dont know why they cant correct that, even at two times, however, they decided to return my money. 
  
  
  Sincerely,
  
  ***********************************

  

  Business response

  06/29/2023

  You will have to request the reinstatement from your insurance.  They wont allow me to request anything on your insurance plan.  Just phone them and they will phone our office with how they want to proceed.  We will be happy to help but you will have to call your insurance as a first step.    

  Customer response

  06/29/2023

  I will do that, and I hope that Florence Eye Center, will be happy to make sure that there are no complications. Thank you for the response. 

  Customer response

  06/29/2023

  I will do that, and I hope that Florence Eye Center, will be happy to make sure that there are no complications. Thank you for the response. 

• Initial Complaint

  07/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  1) I visited first on 4/23/22. I saw ******* ******n, she rushed me through the exam. I told her I have a genetic condition that make it hard to focus as fast as she was moving & it looked unclear & blurry. She said it didn’t matter. 2) She ordered trial contacts. I received them ~3 weeks later. I knew putting them in that something wasn’t right & still couldn’t see clear. I called & was told to come back on 5/12/22 at their SPECS location. I was rushed again in the exam. I said my eyes couldn’t focus that fast & something was not right & again I was told it would be fine. 2nd set of trial contacts were ordered. 3) I waited ~3 weeks for the trials. I knew upon putting them in I still could not see clearly. I called them & was told to come in on 6/23/22. I was treated harshly by the first assistant who came in & she seemed angry by me. When Ms. ******* came in, she also seemed harsh. She did the exam. Again, I was rushed & told “Just quickly pick what your first instinct tells you.” I told her that was not possible as quickly changing the lenses didn’t give my eyes enough time to even focus. At the end, I told her it was not super clear & she said it didn’t matter. 3rd set of trials ordered in yet another prescription. 4) I received them in a week & tried them on & still I could not see clearly. I have worn contacts for 34 years. I know how they should feel & how I should see out of them. I have never in 34 years had this issue, so it’s not me. I will not go back a 4th time on this. It has been since April & I still cannot see nor do I have contacts I can wear. 5) I am requesting 2 reimbursements due to this lack of proper care: 1) $55 payable to myself which include my $10 co-pay & the $45 contact lens fitting fee I paid them on 4/23/22 & 5/11/22, respectively 2) $35 payable to my A***** insurance company so that I am able to use the insurance benefit elsewhere (they submitted $80 & my insurance paid $35)

  

  Business response

  07/05/2022

  We will send out a check today for the 55.00 and will be returning your claim to A***** so that you can pursue your eye-care needs elsewhere.

  Customer response

  07/06/2022

  
  Better Business Bureau I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me

• Initial Complaint

  06/18/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received 2 phone calls from a Capital Accounts at MY JOB stating that they were calling about an outstanding bill from Florence Eye Center. To this date I HAVE NEVER RECEIVED A BILL from this company. After the first phone call from Capital Accounts I told them NOT to contact me at my job and that I would LOVE to see an actual bill from this business.

  

  Business response

  09/22/2021

  Business Response /* (1000, 5, 2021/06/18) */ We verified with Capital Accounts that nothing has even shown on your credit report. It will not show until you receive a letter from Capital Accounts reflecting your balance and from that point you have 30 days to respond with payment before anything goes on your credit report. If you respond with payment then your credit report will be clean. A bill was sent from Florence Eye Center on the following dates: 09/04/20 10/02/20 10/30/20 12/04/20 01/08/21 02/05/21 03/26/21 05/07/21 06/04/21 You should have also seen a report from your insurance company via mail indicating you owed money for services that were not covered. We can supply a bill to you but mailing them isn't the solution in this case. We would be happy to provide a copy if you can provide an alternate way to it to reach you. Consumer Response /* (3000, 7, 2021/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of today, June 28, 2021 I still have NOT received a letter from this company about this bill. I would like to have a copy of all the bills that they are stating that they sent me and an itemized bill showing what the insurance company paid and how they came to the balance they are claiming that I owe. I don't understand how they are stating that I owe more AFTER they filed on my insurance and got paid then how much I was told how much an eye exam cost an individual without insurance. I again would love to get an itemized bill or any copy of a bill at this point. They should have my address since I just received a letter from the collection agency AFTER the 2 phone calls at my job. Business Response /* (4000, 9, 2021/06/28) */ The balance that you owe is a $35.00 Blue Cross Blue Shield Copay, Refraction of $30.00, $45.00 Contact Lens Evaluation. We filed your insurance on the date of service and this us what they returned that you owed. We have attached your itemized statement. Consumer Response /* (3000, 11, 2021/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I didn't find an attachment with my itemized bill as you stated was with your response. I would like to see a copy of all the letters you say you mailed to me and an itemized bill showing what the insurance company was billed and what they paid. My email address is **********@gmail.com. Consumer Response /* (3000, 14, 2021/07/02) */ ***Document Attached*** I FINALLY and for the first time received in the mail a copy of a "bill" from this company yesterday! It is ridiculous! They are NOW claiming that I owe $45 for my daughter **************. I have attached a copy of the receipt where I paid the bill on the day she was seen. I paid in full on the day she was seen!!!! The billing department at this company should be investigated! By looking at this bill they sent me for the first time, I "***" owe them $65.00 but with their inaccurate records it is hard to tell. Again I got the FIRST bill in the mail from this company YESTERDAY and it is WRONG and they have now added a bill I PAID on my daughter. I paid my daughter's exam in FULL the day of the exam as proven by the receipt I attached with a ZERO balance!!!! The stress of dealing with this company is unnecessary and unacceptable! Business Response /* (4000, 16, 2021/07/02) */ ****** does have a balance. Her ledger reflects just as you show. Cash paid for the exam on the date of service. The balance that you owe is the 35.00 Copay on your exam, the refraction fee and the contact lens evaluation that your Blue Cross Blue Shield did not pay for. Again, you are welcome to request an explanation of benefits from your insurance policy. I have emailed you the receipt of your ledger from date of service 05/22/2020 as well as a copy of ******'s ledger as well. Consumer Response /* (3000, 18, 2021/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) My daughter has NEVER had eye insurance. So, HOW could she owe a copay. What is wrong with your COMPANY???? Seems ya'll are always trying to get more money from non existent insurance. There is no way ****** has a balance- AGAIN I paid in full that day AND the paid in FULL receipt is ATTACHED! Why would you give me a receipt showing it is PAID IN FULL then charge her non existent insurance. I think ya'll need to be audited my the IRS on your apparently common practice of attempting to bill a person twice for services rendered and paid for! I don't understand your company and your business practice of attempting to file on someone's insurance company AFTER you have been paid in FULL. This happened a few years ago with me. I had no EYE Insurance and paid your company in full and the next thing I know I get a bill for the full amount stating the non existent insurance at that time denied the claim. What is going on with this company???AGAIN the PAID In full receipt for my daughter is attached and when I was originally told this was a $35 co pay for me but now it is my daughter's. Business Response /* (4000, 20, 2021/07/08) */ ****** does not have a balance and we did not bill any insurance on her like it is shown on the ledger I sent to you and like I previously stated. We have done nothing wrong in the filing of any insurance. The copay I am referring to is YOURS not ******s. The insurance you provided for us was medical. We filed your visit to your medical insurance because you have a medical diagnosis. Your medical insurance has a 35.00 copay, your refraction fee and your contact lens evaluation. You actually paid nothing for your exam on the date of service which is why you are receiving a bill now. The only balance you owe is for your account, not ******s. Consumer Response /* (3000, 22, 2021/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have copied and pasted your response from 7/2/21 to this complaint: ****** does have a balance. Her ledger reflects just as you show. Cash paid for the exam on the date of service. The balance that you owe is the 35.00 Copay on your exam, the refraction fee and the contact lens evaluation that your Blue Cross Blue Shield did not pay for. Again, you are welcome to request an explanation of benefits from your insurance policy. I have emailed you the receipt of your ledger from date of service 05/22/2020 as well as a copy of ******'s ledger as well. I knew she didn't have a balance YOU are the one that stated that she did and YOU are the one that sent a bill showing ****** owing $45.00. So again all the information I have received is from YOU. So, what now are you claiming I owe? If you take off what YOU said in the statement was due from ****** and what YOU stated in YOUR comments on this complaint and what YOU showed on one of the attached bills for me showing $45 is due for ******. You are the one that stated IN WRITING that ****** had a COPAY from non existent insurance. Again all my information on what was filed has come from YOUR bills that you sent. They are still attached and your comment is still here showing YOU stated ****** had a balance. I completely understand you filing on my insurance. The confusion is coming from YOU sending a bill showing HANNAH owes money and stating that she owes money. AGAIN the document you sent me showing ****** owes money is attached and your response to me that ****** owes money after it was paid in FULL is still here and proof YOU stated the $45 was due from ******. Again, let me know now what you claim I owe you after the insurance paid their portion.

• Initial Complaint

  06/10/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I went to Florence Eye Center to get prescription sunglasses. Before I made my selection, I asked them to check with my insurance company, Cigna True Choice Medicare, to make sure that I would receive the $200 eyeglasses benefit. After waiting a considerable time, I was told that they would honor my $200 insurance allowance, so I selected my frames and gave them my vision prescription. They wrote out a quote for me that included the $200 allowance toward the price. Later when I went to pick up the glasses I had ordered, they charged me the full amount, without the $200 allowance I had been promised. When I got home and realized they had not given me the $200 allowance, I called them. I was told that when they submitted the claim that Cigna had denied me the $200 allowance. I then called Cigna, who told me that they had never received a claim on me from Florence Eye Center. I called Florence Eye Center today. They left me on hold when I called.

  

  Business response

  06/23/2021

  Business Response /* (1000, 5, 2021/06/10) */ The correct information was obtained from the patient and refund issued. Patient says she is satisfied. Consumer Response /* (3000, 7, 2021/06/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have told Florence Eye Care Center that when I receive their check with the $200 reimbursement I will notify Better Business Bureau and withdraw my complaint. I expect to receive their check sometime this week, and I appreciate their call stating their intention to send the check. Business Response /* (4000, 9, 2021/06/14) */ Ok until the patient gets the check there is nothing for us to say or dispute. So I wait for her to withdraw the claim. We have solved the problem on our end. If she wants to leave an unwarranted complaint up that we have solved my hands are tied. Consumer Response /* (3000, 11, 2021/06/14) */ I received the requested reimbursement check of $200 today from Florence Eye Center. I am very satisfied with the outcome and with the response from Florence Eye Center. Thank you also to BBB for your assistance with this matter.

• Initial Complaint

  05/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I can't remember the exact date anymore since it's been so long ago. But the day I booked an appointment with the Florence Eye Center while at the desk I was on the phone with my insurance to make sure what they cover to tell the receptionist on to put the information in. I had insurance with my mom on Blue Cross Blue Shield of Tennessee. It seemed as though everything was in the clear my insurance told my it would cover $100 of contacts. I placed an order of contacts and she asked how much and I told her " as much as my insurance covers." Which she did. Later I received a bill from them stating that I owe money and that the insurance didn't go through, I called and informed them that my insurance was Blue Cross Blue Shield of Tennessee NOT Blue Cross Blue Shield of Alabama. They company said they would fix it after several calls to them, they still haven't fixed it at sent me a bill May 15th, 2021. Before this bill my insurance said they never received a claim from them, and I told em

  

  Business response

  06/23/2021

  Business Response /* (1000, 5, 2021/05/18) */ We would be happy to file the insurance. We have tried multiple times to reach the patient. Insurance is a form of payment and if that payment is not valid we have to send a bill. Provide us proper insurance information and we will be happy to file to settle the patients account.

*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. ↩