Empire Vision

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I arrived 15 minutes before my scheduled appointment and waited an additional 30 minutes without any indication from anyone on how long my wait would be. After being seen by Dr. Ott, I presented my insurance card, which did not indicate a co-payment was required but I was encouraged to pay one anyway. I paid $20 using my Visa debit card and upon receipt of the final bill, my co-payment had not been applied. I called and spoke with Paula, who was able to quickly verify this payment and advised she'd send me a new billing. My question is, shouldn't any business whose business it is to administer services that entail insurance claims, co-pays, billings, etc, ensure that such a simple transaction NOT result in a mistake? Regardless, it left a very poor taste in my mouth and I will seek my vision care elsewhere.