ComplaintsforPepose Vision Institute

• Initial Complaint

  11/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 3/30/2023 I paid $264.06 for an eye exam to get glasses. On 4/11/2023 I paid $139.88 for glasses. The first pair of glasses my distance vision that was supposed to be corrected with the glasses actually made my vision worse. Meaning I could see better without the glasses. I was told to wear them for 2 or 3 weeks to get used to them. The tri vision thing was difficult to adjust to. But after 3 weeks I went back, and my distance vision was still worse with the glasses on. Pepose adjusted some things and checked some things and then decided that I would be better off with bifocals. They sent away for the cheaper glasses, and I was not given a discount on the more expensive trifocal glasses. I did not argue because I wanted better distance vision so I could read signs at night. 3 weeks went by, and I came in to get my new bifocal. My vision was not corrected at all. I then found out that the guy that set up my prescription was no longer working at Pepose. I stated the obvious and said the prescription must be off. They had me see another guy and he examined me and came up with a different prescription. I was never told that I would cost me a second examination fee. Pepose just charged my insurance company without my knowledge and when my insurance company refused to pay Pepose decided to give me a discount and then charged me $108.64. The glasses that the new guy prescribed were no better than the first 2 pairs. That makes 3 pair of glasses in 4+ months and still my vision was not corrected. I then was told that I have cataracts and that no glasses could help my vision until I got the cataracts fixed. So Pepose wanted me to come in and pay for another examination and get set up for cataract surgery. I refused. I will not allow Pepose to do surgery on my eyes, they have lied and deceived me several months now. I was told by the office manager that I would get a full refund of the money I had paid. Insted they keep charging me $108.64 and are sending me to collection.

  Customer response

  11/15/2023

  I am not sure if I have completed this complaint properly. My main concern is that I have tried 3 pairs of glasses prepared by Pepose Vision. None of these glasses helped my distance vision, but in fact made my distance vision worse. I need to see better if I am going to continue to drive. I have paid $413.94 and Pepose has collected money from my insurance as well. My distance vision is still bad and Pepose charged me for 2 exams because the first guy quit or got fired. Nobody trusted that his findings were accurate. Now the second guy said I have cataracts and he felt that glasses would not help until I get my cataracts removed. I have been double talked, confused, and twisted through out this whole fiasco. Why would Pepose charge me for glasses if they would not help me because of the cataracts. I would like a pair of glasses that improves my distance vision or a would like a complete refund. My reading vision is bad as well. The reading portion of the glasses works fine but I can buy reading glasses at the dollar store. Thank you for listening.
  

  Customer response

  12/04/2023

  Someone did contact me from Pepose. However, nothing has been resolved. They have not come up with any settlement. They told me they had to look in to the matter. I have talked with them on 5 different occassions I have spoken to 4 different people that represented 4 levels of management. Each time they argure with me and say they will look in to the matter. Pepose has been bought by a large company and the service, integrity, and professionalism has been lost. I paid too much money and my insurance paid too much money for me NOT to have my vission corrected, to the level that they isisted they would be able to correct. When the called me last week, I was told that they wanted to resolve my issue. However, they have done nothing to correct my vission or refund me any money. Please, help me with this issure.

  Business response

  12/04/2023

  Thank you for allowing us the opportunity to respond to this complaint. I (**** *******) Practice Administrator spoke directly to Mr. ********* in regard to his complaint and concerns. Mr. ********* explained his story to me and indicated that the previous individual he had spoken with would not let him finish his sentences, causing further frustration to him as a patient. Mr. ********* and I had a good conversation and he indicated concerns around surgery and wondered if there were other options. I explained that I was not a doctor, and could only follow the practitioners recommendations but I did explain that further purchases of eyewear would likely not give him the satisfaction he needed. The conversation was very cordial. I asked Mr. ********* what he would like to see as a resolution. He indicated that the $108.64 was not a fair/valid charge and I agreed to eliminate his $108.64 balance for the appointment Mr. ********* felt should not have been charged. We continued the conversation and the patient asked that we refund the money spent in optical. I indicated that this would take me a little extra time to research/resolve and that I would follow back up with the patient. I removed the patients $108.64 balance as promised immediately after the call, so this is no longer an issue. I will respond to Mr. ********* once I have a better understanding of the glasses issue. **** *******

  Customer response

  12/05/2023

  Mr. ******* does seem sincere in wanting to resolve my situation. I was told by another person at Pepose that they would take the $108.64 off my bill about 2 months ago. I am still being billed and was being sent to colections last month. I can only hope that he actually does what others have said they would do. My distance vission has not be corrected like I was told would happen so I hope that Pepose would have the integrity to refund my money. I do not think that is asking too much. They can keep the money that my insurance has paid them, for doing nothing to correct my vission.

  Customer response

  12/14/2023

  Mr ******* has not contacted me as he said he would, in his response to you. He has not refunded any of my money. I am still in collection for the $108. Pepose has not followed through with anything that they said they would do. They have not done anything in good faith and continue to double talk and lie to you and me. Why would you consider this issue resolved???

• Initial Complaint

  02/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  PROBLEM: Peopose Billing me $69 for 'Refraction Exam', but verified BEFORE Appointment everything covered 100% before my 10/6/2022 Eye Exam with my $35 Co-Pay, paid before exam: appointment for my ****** In-Network Eye Exam (I always ask & verify costs befor all medical exams.) - Called about mailed bill $69 extra charge, and office manager aggressive & condescending saying NOT Included in Eye Exam. ****** said not to pay, as a 'Refraction Exam' is part of a Standard Eye Exam & not recognized by ****** or Medicare as a legitimate charge. Went to Pepose because they are In-Network for my Medicare ****** Part C *** Insurance, which covers 100% yearly eye exam. ****** & Medicare says 'Refraction Exam' is part of Standard Eye Exam & Pepose agreed to ****** Terms by being ****** In-Network. - At exam, I was Never notified about anything special/different at Pepose or potential additional costs ... billed AFTER exam without authorization. - I've had > 40 Eye Exams in my lifetime, & never heard of this problem, they are ALL All-Inclusive. Extras are always notified as optional costs I may choose. - At Pepose, I did NOT get an Rx Prescription or Glasses ... went to ********* **** after Pepose, had an Eye Exam & ****** insurance paid for my glassess (I only paid tax, NO Co-Pay). - To top it all off, I don't really need glasses. I squint a little due to old age. I Bought 1.50 Reader Glasses at *******: 3 pairs for $15 ... they work fine. I just want Pepose to honor their ****** In-Network Eye Exam for $35 Co-Pay, without extra 'quesionable $69 charge.'

  Business response

  03/09/2023

   This patient was seen, and the exam was billed thru medical insurance and NOT routine exam. The reason for Billing this way was because the doctor is monitoring as a diabetic patient. This patient wanted a prescription for glasses and did sign a form explaining that his medical insurance would not cover the $69 fee. 

  ***** ********

  Customer response

  03/10/2023

  Complaint: ********
  
  I am rejecting this response because:
  

  The reply is ENTIRELY a BLATANT LIE, it is nothing more than an attempt to generate a Bogus Charge.  I others have the SAME Complaint on the BBB.
  

  PEPOSE WROTE: "This patient was seen, and the exam was billed thru medical insurance and NOT routine exam. The reason for Billing this way was because the doctor is monitoring as a diabetic patient. This patient wanted a prescription for glasses and did sign a form explaining that his medical insurance would not cover the $69 fee. "
  

  1) I scheduled a first-time Routine In-Network ****** Insurance "Eye Exam" covered 100%.  I verified all charges BEFORE the exam & paid my Co-Pay (I am always very careful, I've had this same eye exam without problems for 40 years!!).
  

  There was NO TALK of Diabetic eye exam or anything out of the ordinary, and SURELY NO TALK OF SPECIAL EXAMS OR COSTS.
  

  I DID NOT request a "prescription for glasses" & did not purchase glasses.  I only use Readers I buy at *******.  I even bought a pair of Readers from ********* **** the following week, which included a Free Eye Exam & paid for by my ****** Insurance.  I did NOT RECEIVE AN EYE GLASS PRESCRIPTION FROM PEPOSE, which is what the BOGUS $69 bill is for.

  Additionally, I talked to ****** Insurance, and they stated they PAID PEPOSE, and a glasses prescription is included & NEVER AN ADDITIONAL CHARGE.  MEDICARE SAYS THE SAME!!
  

  Lastly, I did NOT sign any forms, AND was NOT advised of any additional charges.  It came as a surprise bill in the mail a month later.
  

  Pepose, please remove my bogus $69 charge for services not requested, advised of, or received or signed for.  I have proof of ********* **** eye exam & glasses shortly after Peopose visit.  I would like to see Pepose prove that I requested any additional services other than a standard eye exam, any special diabetic treatment or observation, or me receiving a prescription or glasses as I DID NOT!!
  

  
  Sincerely,
  ****** *****

• Initial Complaint

  01/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Their billing department is a joke. They over charged us and I contacted to get resolved. It takes about five calls to get a hold of someone and they treat you like it's your fault. The last time I called them and was able to speak to someone, I was assured we were given a credit for about $280 and they were sending me the documents. As of this complaint, we have not received anything expect another bill that was already paid. I'm tired of dealing with them. I'm not paying anything else until they can provide an itemized list of charges are payments. I don't have the time to do my job and their job. I think the doctors do a great job but their billing department is not staffed with competent employees.

  Business response

  04/18/2023

  Mrs. ***** has Anthem BCBS as her insurance.  For the date of service in question, 9/15/2022, Anthem paid the claim on 9/29/22.  The patient was billed for and paid their co-insurance of $313.25 by credit card on 11/15/22.  Anthem then recouped their payment - in error - for part of the services, resulting in the appearance of an over-payment of $280.14.  However, Anthem then came back and paid this on 3/2/23, again requiring the patient coinsurance of $280.14, which had already been paid on 11/15/22.  Therefore the patient neither has a credit balance nor has a balance due.  This is an unusual circumstance and we apologize for the misunderstanding. 

  If the patient would like, we can provide them with copies of the remittance information showing Anthem's first payment, their recoupment, and then their repayment.

  Again, we are very sorry for not clearly explaining this very unusual situation. 
  

  Customer response

  04/21/2023

  Complaint: ********
  
  I am rejecting this response because:
  I sent a certified return receipt letter to Pepose and never received a response.  I got on a three way call with my insurance and an ***** with Pepose accounting group that acknowledged we over paid and told us a reimbursement will be issued, but never received anything.  In my request I asked for itemized list for the year 2022.  Still waiting.  How about sending me the itemized list for 2022?  What is Pepose hiding?  Your response sounds good but after talking to the accounting idiots at Pepose and all the promises and lies and yet to receive anything.  Why does Pepose have some many complaints on their website?  I know why because Pepose likes to ***** their patients.  Anyway, that's why along with my opinion.  
  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  08/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On or around September, 2021, the company provided only discourteous and duplicative services during my only visit to their ************ office. The doctor, that examined me, began to give me another eye exam similar to the one given TWO WEEKS PRIOR by my optometrist. I stopped the exam after five minutes, then asked the doctor why I was receiving a second exam similar to my exam TWO WEEKS PRIOR. The doctor stated that he received NO RECORDS from my optometrist. Also, I was asked by an office worker if I had a referral from my primary care physician; I responded that I could not receive one if my optometrist sent me here and the other office staff worker, that made my appointment DID NOT mention the receipt of a referral. She rudely retorted that Ophthalmologists were medical doctors, which I responded that I knew this fact and repeated my prior response. For several days, I received unsolicited phone calls from the same office worker demanding the referral from my primary care physician; the above-mentioned conversation at your office was now repeated on the phone. Because of this lack of service, I cancelled all further exams. Although I sent a dispute letter on July 7, 2022 citing my reasons for this dispute, I received another bill with the due date of August 18, 2022 as though my dispute was IGNORED.

  Business response

  08/23/2022

  We have reviewed the patient's chart and he came in for a ******* consultation on May 10, 2021.  When a patient comes in for a ******* consultation, we perform extensive testing to identify the patient as a potential candidate. This is required to ensure the outcome of every procedure. We do not rely on outside testing from another medical facility due to the liability, of the procedure outcome. 

  Regarding the billing complaint, the patient has complained about the $68 balance, on their account. The balance is a combination of the copay that was due on the date of service on May 10, 2021. The bill consists of a $35 copay and a $33 charge for testing during the consultation, that was identified, as the patients responsibility, per contracted rates by the insurance company. 

   

  Thank you

*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. ↩