Cook & Hayden Vision Care Center

Reviews 3

TA

Tabitha M

I was very unhappy with the high pressure tactics of the office staff here. As soon as I mentioned I would be purchasing my contacts elsewhere, Scotts demeanor changed and it was clear he was not happy. When I said I understood that my insurance would cover the contact fitting fees, he insisted they would not. By the end of the whole ordeal, I was told 4 different stories (Davis NEVER covers contact fitting fees; Davis covers contact fitting fees only when purchasing contacts through Davis; Davis covers the contact fitting fees with purchase of 2 boxes of contacts; Davis covers the contact fitting fees only with a purchase of 4 boxes of contacts). I requested more than once to allow me to clarify the issue with my insurance company and work it out the following week, but Scott took my credit card and charged the entire amount anyway while I was still trying to work things out with Elise. I went home and called Davis Vision and they explained that I have a $130 allowance and that I would need to purchase contacts but that the remainder of the allowance would go to cover the contact fitting fees. They assured me the contacts did not need to be purchased through Davis Vision but could be purchased through the offices usual vendor. They also confirmed that I was only required to purchase one box of contacts and that the remainder of the allowance could go toward the contact fitting fees. But Cyndi, the office manager, continued to insist my plan doesnt cover contact fitting fees. I called my insurance company again, spoke to Kristina this time, and was given the same exact information as before. Kristina offered to contact the office to explain all this and she put me on hold while she did so. When she came back on the line, she said that she spoke with the office and explained that the allowance would cover the contact fitting fees after the purchase of contacts. She said that there was a question on how to bill for it in the system and so she hung up with them, figured out how to bill it, and called them back and left a message with the instructions. After that, Cyndi backed down but said via email that I had to purchase 2 boxes of contacts since I did not have the same prescription in both eyes. Interestingly, they put my husband through the same rigmarole the year prior. He also had to argue with them about using the allowance toward his fitting feels and they also told him he had to purchase 2 boxes of contacts--except he did have the same prescription in both eyes. But then I went back for my follow-up, and Cyndi was now saying I really was supposed to purchase 4 boxes of contacts but that Davis agreed to cover the contact fitting fees just to be nice and make me happy. She seriously said that! And she made it sound like both Davis and her office were doing me a huge favor by letting me purchase only 1 box of contacts. Everyone in the office was acting like I was trying to get something for nothing when all I was doing was trying to use the benefits I am entitled to. This is the worst customer service I have ever experienced from a medical office. I see from reviews online that others have had similar experiences. Its a real shame because Dr. Hayden is a very good doctor but its simply not worth it. I agree with another reviewer who says their practices seem shady. I recommend going elsewhere.

SP

specialou812

I had called them about getting some more contacts for my daughter, who was out of contact lenses. A had also asked about getting a copy of her prescription. The guy on the phone informed me that her prescription expires in a month. Her prescription did not expire until 8/12/14 (today is 7/8/14). When I asked for him to fax the prescription to me he refused. When I told the they had to give me the prescription, the guy on the phone told me that he was originally going to give me a trial pair but now was going to charge me $12.00 for them and still would not fax the prescription to me. I had to take time off of work to go get her prescription and upon arriving at their office they told me that they could give her a trial set of contacts until her next visit, which was fine.When I asked for her prescription the woman behind the counter printed it off and had crossed the expiration date out in pen and had written EXPIRED across the prescription, and noting that 1 yr supply had been provided. My daughter is 13 and these were her first set of contact lenses...she had either lost or ripped at least one set during the course of a year. Not only were they rude, when I informed them that they were obligated by law to give me the prescription, and that the prescription was in fact was good for a year, the lady behind the counter told me that she that "I didnt know the law (in case your interested....FEDERAL TRADE COMMISSION-TITLE 16-PART 315—CONTACT LENS RULE) and was done" ...I told her that I would take my business elsewhere. I left without receiving any contact lenses for my daughter. When I returned about an hour later to see if I could get an unrevised copy of my daughters prescription so that I could get it filled at some other optometrist, the lady behind the counter told me that she was directed to ask me to leave, which I did...without getting a prescription for my daughters contact lenses. I will be contacting the BBB to inform them of what had happened, as well as legal counsel,as I believe it it not legal for anybody other than the optometrist to change the prescription. My recommendation is to take your business elsewhere.

JO

Joyce Deslierres

I came to Cook and Hayden in January of 2015. By September of 2015, when it was obvious that they couldnt make a pair of glasses that were useable, they told me they were thru with me. They told me that they were already in the hole with me, and that they would do nothing more for me. So now they have approximately $411.00 of my money, and I have ZERO glasses. I am still using my old scratched up glasses. Part of that money owed was submitted to Medicare. I have called Medicare to let them know that even though there was a claim submitted to them for payment, I have received NO glasses, with which I can see. I have also sent away and received the form from the Better Business Bureau, and the Michigan Attorney Generals office to make a complaint, that I have paid money to Cook and Hayden without receiving glasses that work for me. I have asked Cook and Hayden to at least refund me the cost of the frames and a refund of another $100.00 dollars they charged me (what the $100.00 charge is for is unclear as they asked me for more money and I gave them cash thinking I would ultimately receive glasses that worked). The Office Manager refused vehemently. She told me I would receive NOTHING from them. She was very angry. Having had the opportunity to attempt to work with Cook and Hayden has been a disaster, for me. They have my money, and I dont have glasses that work. The last time I was in there, they were simply going to reproduce the glasses prescription that I am currently wearing. They were unable to do that either. I reported Cook and Hayden to Ruth to the Rescue on Channel 4. Although Ruth to the Rescue has tried many many times to get thru to the Office Manager at Cook and Hayden, Cook and Hayden have refused to answer their calls. After several weeks of being ignored by Cook and Hayden, the folks at WDIV advised me to contact Medicare, the Michigan Attorney Generals Office, and the Better Business Bureau. I am taking their advice. What a truly horrible experience. After nine months of trying to work with Cook and Hayden, I do NOT have glasses that work. Joyce Deslierres