As a disabled veteran, I was directed here to be examined for a set of glasses. In addition, I notified this office that I also wanted to schedule an exam and purchase contact lenses. The contact lens exam and contacts needed to be separate in billing because the VA will not cover that. While on the phone making this appointment, and also while checking out after my exam, I gave this notice to whoever I spoke with on the phone and over the counter at checkout. After a payment was made, I had to wait for the contacts to arrive. A couple of weeks later, I was notified by the billing department that I still needed to pay for an exam. The VA paid for my glasses exam, and my significant other paid for my contacts. However, I was informed that they went against my word and billed the VA for the contact exam, something I notified them at least twice that the VA would NOT cover, and that I would be covering the contact portion personally. I am without a job and cannot afford this additional bill, so I requested a refund for the contacts. I was told that their billing department was a separate entity and it could be a lengthy process. It had been almost a month since my call, and they still had not refunded the money. Since I have no job, this money is very important, and I called again to check on it. In the same conversation, and several times holding on the phone, I was told again that their billing department was a separate entity and the process could take a long time. Also in this conversation, they refused to give me a name or number for this separate billing entity. It was only after I asked for contact information for that separate entity that they informed me that they could now expedite the refund and that the billing department fell under their company name. The treatment I have received and the lack of customer satisfaction is completely unacceptable.
