This is a review for Total Vision Center regarding an eye exam that took place on March 18, 2023. I have been a customer at TVC for over 10 years, but this experience will be our last. My son, who had just turned 18, went to the appointment on his own. Before he left, I specifically instructed him to politely decline any offer for retina pictures, as our insurance does not cover them. TVC always asks if we want retina pictures before proceeding with the procedure, which costs $39. While we occasionally opt for it, I told my son not to get it this time.
After the appointment, my son texted me, saying that the front desk staff asked him to pay a $39 copay. Thinking it might be a new policy with Tricare, I told him to pay. When he got home, he handed me the receipt, showing the $39 charge for retina pictures. However, my son claimed that they never asked him about taking a picture of his eye. I called and spoke to the manager, who insisted that my son was aware of it. I was extremely frustrated and confronted her:
Me: Are you suggesting that my son is lying? What benefit would he have from lying? He doesn't even care about his eyes.
Manager: Let me speak to the technician. She said she didn't take the picture of his eyes.
Me: What? The receipt clearly states $39 for retina pictures.
Manager: Oh, yes, it does say that. We have to take pictures of the back of his eyes.
Me: Who says you have to? Retina pictures are not covered by Tricare's comprehensive eye exam, and you know that. That's why you're supposed to ask the patient if they want it or not. Did you ask my son?
Manager: No, we don't ask anymore.
Me: So, you basically deceived him. Why did you tell him the $39 was a copay?
Manager: Well, the retina picture is just like a copay.
Me: You are completely misinformed. A copay is usually associated with insurance. You are offering a service out of pocket, so it can't be called a copay.
Manager: Okay, I will process a refund for you.
I called again in April to follow up, and the manager informed me that the corporate office would mail the refund check. I'm busy with life and completely forgot about it. It's now June and suddenly remember it. On June 27, I called to follow up again and spoke to another manager (Sanchez) who said they needed to contact Tricare about the refund. These two managers are the most incompetent individuals I have ever encountered. I explained to him that the retina picture is not part of Tricare's eye exam, so they have nothing to do with it. He was like "Oh, I'll call corporate office." I had enough with these ignorant managers, so I requested to speak with Dr. Johnson and I apologized for involving him in a matter that his manager failed to resolved. Dr. Johnson was apologetic and promised to expedite my refund.
Btw, I discovered that they didn't perform a peripheral vision test for my son, which is included in Tricare's comprehensive eye exam. Tricare paid for the complete eye exam without receiving the full service that TVC is supposed to provide. The managers at TVC engage in unethical business practices. This experience has made it clear that Dr. Johnson should remove these individuals from TVC, as they lack knowledge of their job responsibilities and professionalism. While $39 may not be worth the emotional distress caused, it is disheartening to see managers taking advantage of young patients. As individuals who serve this country, we expect that these managers would at least show gratitude by providing proper services that they are paid for. Instead, they sleep peacefully, wake up to enjoy their coffee, and take advantage of our soldiers. It is truly a shame! Such behavior should not be tolerated. read more