The staff was friendly, and the doctor was great, knowledgeable, and thorough. Unfortunately, I left very frustrated and ended up paying a bill that I had jumped through several administrative hoops trying to avoid.
During my confirmation call on Monday, I specifically verified that they had access to my insurance. I was told that my eye exam was currently authorized elsewhere and that I needed to call my insurance to have that authorization removed. I made sure to follow that step, and my insurance told me the authorization had been removed from the other provider and that I was good to go.
On Friday, I arrived about ten minutes early, completed my paperwork, and again verified with the staff that my insurance was good to go. After I filled out the paperwork, I was told the "bad news:" it was still showing as authorized elsewhere.
I am aware that the office tells patients about the exam fee ahead of time and explains that they are responsible for paying it if insurance does not cover the exam. However, I would not have jumped through these hoops, specifically scheduled at Pearle, or made this appointment at all if I weren't relying on my insurance coverage. When I was told that my insurance would not cover the exam fee, although it would help with frames, I asked if I could leave because I genuinely did not have the exam fee money available. The receptionist kindly said yes and apologized for the inconvenience.
After leaving, I sorted out the insurance issue myself and discovered that my prior ophthalmologist had apparently authorized it again. I called Pearle around 3:15 (my appointment had been at 3:00) and asked if I could come back for my appointment, reschedule later that day, or simply reschedule altogether. After speaking with management, the receptionist told me I could come back, but I needed to understand that although my exam was now covered, if I did not purchase frames or lenses from Pearle, I would have to pay the exam fee in full for "abruptly leaving."
I debated whether or not to take that option because it felt like I was being punished for a financial decision that I had been given permission by the receptionist to make. I reluctantly said yes because I had already planned, made calls, and rearranged my life around getting this exam done that day.
When it came time to look at frames, an employee hovered silently and awkwardly behind me the entire time I browsed. I felt pressured and extremely uncomfortable trying on glasses while she stood there watching me. I ultimately picked the first frame I thought was okay, although I also found the frame selection pretty disappointing.
We then went to her desk, where she was silently working on the computer for a long time with very little communication about what she was doing. She eventually told me that, after insurance, my bill would be over $300. I chose to pay the exam fee instead. I was not expecting a bill of that size and had budgeted very carefully for this visit, and was expecting only the $39 retina exam fee.
Then the computers weren't working, so I waited silently in front of her again before eventually paying with another employee.
Overall, it was a totally frustrating experience. After all the bending over backwards I did to resolve the insurance issue and make this appointment work, I still ended up paying an exam fee plus the retina exam fee totaling around $160. I am genuinely sad that I added to my medical debt today and that this experience was so far from what I had planned for.
The experience left me feeling that the office is very defensive and focused on being "anti-Karen," but lacks the social awareness to recognize when an adult patient is simply doing everything they were instructed to do, while also making reasonable financial and scheduling decisions around a very busy life. I was not asking for special treatment or refusing to follow their policies. I was trying to use my insurance, and I was making financial decisions based on what I could actually afford - & ended up paying the exam fee twice. I certainly will not be returning.
