I am writing to complain about being fraudulently overcharged at the optometrist's office in the Lenscrafters in Laurel, MD. (Drs. Baloga/Vaxmonsky & Associates).
On Sept. 18th, I went to this location for an eye exam and contact lenses. Upon arrival, I asked how much the contact lenses and exam would cost and showed my Carefirst Blue Cross/Blue Shield (Federal Employee) card. I was told the exam was regularly $59, but I would get a $12 discount, plus the cost of the lenses. I Was Not at Any Time Informed That There Would Be an Additional Charge for a 'Contact Lens Fitting.' Imagine my surprise and dismay when an additional $125 was added to my charges for the 'contact lens fitting'.
Unfortunately, I was in a hurry and did not have time to stay there and dispute this charge in general (as they had not mentioned this to me earlier), or specifically the exorbitant amount of it, as it turns out that it is 2-3 times the standard in my area.
As soon as I got home, I contacted the 2 next closest Lenscrafters, and was told by one (Columbia) that they do charge $35-64 for a fitting; the location at Wheaton said they charge a flat $71 fee. I contacted 2 other sites, Visionary Eyecare and Sterling Optical, both in Columbia.
Visionary charges $34, and Sterling does not charge for a fitting over the medical exam cost. Furthermore, upon examining my insurance website, I find that Carefirst BC/BS for Federal Employees uses EyeMed, and they quote an exam fee of "up to $43" and 15% retail price off contact lenses. This is not what I was charged.
I only went to this location because of a postcard received from EyeMed listing the Laurel Lenscrafters as a participating provider. Clearly, the 'contact lens fitting' fee at this location, is a disguised profit charge and I believe I was intentionally misled and overcharged.
I called the Laurel office back and asked, as a new patient, how much the contact lens fitting cost. I was told that they do not charge for it separately (like I was), and that they only sell contact lenses in packages. I was never offered a package. I was also informed that packages begin at $149, including exam and lenses. If that is so, there is no reason for me to have been charged $172 for the examination alone.
Finally, I went back to the Laurel Lenscrafters in person to discuss this matter. I was told I had to speak to the office manager, but she was not in at the time. A staff member asked me to write down my complaint and informed me that the office manager would contact me the next day (Sunday, Sept. 19).
By Sunday afternoon, when I had not been contacted, I called the office again and was told the office manager did not come in that day and would call me on Monday. Late on Monday afternoon, after again not being contacted all day, I called and the employee admitted that the office manager only came in occasionally, but would return my call promptly. Two days later, on Wednesday, I called again and was told that all my information had been faxed to the office manager and that I would be called back to discuss my complaints about being misled and overcharged.
I was not contacted until late Wednesday. I spoke with Earlene, who only took my information and asked that I fax a copy of the EyeMed charges (something they should already have.) When I attempted to send the fax several times on Thursday, the number was always busy. I also sent a copy to the e-mail listed in the office stationary but that has been returned as undeliverable through several attempts. I do not consider these ongoing problems good customer service.
At this point, I have contacted my credit card company and put the amount into dispute. I believe I have been the victim of consumer fraud, and will pursue this until my credit card charge is properly adjusted. I expect a full refund of the $125 overcharge, of the $99 charge for 6 months of contact lenses which have not even been ordered, and will only pay the $43 for the eye examination if I am provided with the contact lens prescription.
On October 17th, almost a MONTH after the initial complaint, I was finally called back by Earlene, the office manager. She did admit to my being overcharged $4 for the eye exam, but denied all of our other claims, despite the fact that at the time (before I was seen by the optometrist or were given any papers to sign), I asked how much the exam would cost and I was told $59 less $12, and no mention was ever made of a separate charge for 'contact lens fitting', she insists that I was told about that charge.
I was not told about this charge and should not have to pay for it. She claims I signed a form that said there may be an additional charge, but I had asked before how much the charge was, and was not told it may be more. I do not expect to be lied to when I ask a question. Also, despite the fact that the '6 months of contact lenses' that I was charged $99 for were never ordered (or received), she claims that I got a sample pair of contacts and that I would be charged $50 for them. She further claims that I was told about their refund policy, that 50% of the amount would be forfeit immediately, disregarding the fact of actual receipt of the merchandise; and that there is a 30 day cancellation policy.
That order was cancelled that night. I was not told of the refund policy. I was told that the $99 charge was for 6 months of contact lenses, and they would not be ordered until a week later. The fact that they did not return my phone call for 29 days shows that they are not too concerned with timeliness. What they offered me (a $4 credit) is not acceptable.
I refuse to pay for merchandise that I never received. I was not given copies of any paperwork I signed, not even the HIPPA agreement, although I was asked to sign a form saying I had been given a copy of it (I asked, and was only shown a copy, so I made changes in the form to reflect that). I appreciate any help in resolving this dispute
Ana
Burtonsville, Maryland
U.S.A.
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