My son had a contact lens exam August 4, 2026 and we did not order contact lens at that time through Image Eyecare. I called on Aug 5, to find out how much money was left on my insurance to use towards contacts and the girl who answered said we had to wait until the next week as her office manager was out of town and she is the one who submits all of the claims. The next week came and went but I had received no calls to provide me with this information. I then called back on Aug 20 to see how much insurance coverage we had left with the intent to order one box, just to use my benefit. I was told one box was $95 and I had $70 left of insurance benefit, so I would owe $25. I then called back today (8/25) to place this order. The woman who answered put me on hold for 5 minutes and then the Office Manger came back and informed me that my insurance will only allow me to use my benefit if I purchase one box of contacts for each eye. I had ordered one single box previously without any issue. She was adamant I would not be allowed to use my benefit this way. I told them we would have to find a different eyecare provider then. I then called my insurance company to verify Image Eyecare's claims. They told me that they have no requirement when using the benefit, I can buy one box or 8. The Insurance company then called Image Eyecare and spoke to the office manager. The insurance company relayed the conversation with me that Image Eyecare would now require a Hipaa form since my son is 18, but we could order whatever amount we wanted or take our business elsewhere and the office manager hung up on the insurance company. A few minutes later, I get a call from Image Eyecare's office manager telling me I can order just one box and most insurance companies had gone to the requirement of buying a box for each eye when the prescription was different, but my insurance company had not done that and if for some reason the insurance company didn't pay me, we would then receive the bill for the difference. I asked her if they said it was covered, why they wouldn't pay them, she just said well it happens all of the time and they cannot just write that off. So she was going to place the order and tell me we would then owe $45 because the box was $115. I told her when I called last week, the girl who answered quoted me $95 for the box and we would owe the difference of $25. Well you didn't talk to me so I don't know what you were told. I asked to have either Dr. Holly or Dr. Todd call me back, she said they would defer any calls to her as the office manager, I asked again, so if i asked to speak to them, they wouldn't call me back? She said she would pass on my info but wasn't sure if they would call me back or not. About 30 minutes later, Dr. Todd called me back, I explained the situation, he stated they record all the calls, so he would look into the information/way she was talking to myself and the insurance company, but the girl last week mis-quoted me the price and he would not honor what I was told. Overall, very frustrated with this practice.
