Vision Health Not a Priority

It has been a huge disappointment on many levels to work with Optic49 and EyeCare Physicians & Surgeons. Vision is an important health issue, yet it seems Optic49 views it as sales for profit. I was initially sold bifocals I didn’t want/need and expressed that to the optician, knowing that it would complicate my complex visual issues. Thankfully, that was corrected to single vision lenses, but instigated a lot of billing confusion. The billing process was confusing and opaque. I questioned the charges, having received a both a refund and a bill in the mail at the same time. After speaking with their billing person at length about the charges, we agreed on what I owed. However, that was not translated to the optical shop and they insisted I pay a higher amount in order to get my glasses, which I did and am now awaiting a refund from my insurance company for the overcharge. After wearing my new glasses for a couple of weeks, I experienced headaches and eyestrain and went back to Optic49. They referred me back to my eye doctor and an adjustment to my rx was made. After bringing that adjustment back to Optic49, I was made to wait for over 30 minutes while someone called my doctors office. That person came out to speak with me and let me know that after this adjustment, they would not assist me with any further adjustments that might be necessary. I was stunned that the person spoke to my doctor without notifying me, while I waited for the optician to return. She (a supervisor?) made it clear that they were not interested in working with me if it became too difficult or perhaps costly for them. The co-owner relationship between Eyecare P&S and Optic49 is bureaucratic. One would assume service would be more efficient because of that; however, if you need to make adjustments to your rx or speak with an eye doctor on staff, you have to be referred back to your doctor at a different location. Even though several doctors names are listed on the wall by reception, none of them work in the building. I was never shown by anyone at EyeCare P&S what the change in my rx would look like, In fact, I didn’t know that they changed it until I received a copy of it in the mail, which is why I asked the optician if she could show it to me before remaking the glasses. This is apparently what prompted the back room conversation between her, a supervisor and my doctor. The level of communication between and around these two organizations is dysfunctional and disrespectful of patients. It seems they prefer to blame the patient rather than work proactively toward the best outcome. They’ve used up my insurance vision benefit and taken an additional $168 out of pocket from me for glasses that are essentially unwearable. I will not go back there due to their lack of interest in quality patient care. I have filed a complaint with my insurance and Medicare regarding these issues. I believe peoples vision health should come before profit. Unfortunately, these two organizations don’t exemplify that philosophy.