Policies and Procedures

City Eye LLC makes every effort to verify insurance coverage and confirm eligibility prior to your examination in order to make you aware of any non-covered services or out of pocket fees you may be subject to. It is ultimately your responsibility to provide any insurance policies to the staff prior to your examination. Any insurance information provided after the exam is completed is not guaranteed to be applied. If requested, the staff will provide the patient with an itemized receipt of services to resubmit their charges to their insurance carrier if they so choose. In some cases where insurance is provided in advance, claims may be denied, or the patient may be subject to a higher than expected copay or deductible. You as the patient are ultimately responsible for these overages. If you have any questions regarding the services you received, you may call the office and a staff member will assist you.

Appointment slots are limited. Missed appointments without notice are subject to a $65 one time fee. Please let us know in advance if you need to reschedule or cancel so we may give your slot to someone else in need of an appointment.

All product returns must be submitted within 30 days of purchase. Product will not be accepted if it has been opened, damaged or has been written on. Returns qualify for store credit only and can be redeemed for future purchases. City Eye LLC reserves the right to reject any returns at its discretion.

Coopervision will accept a return of 1 (one) opened box per eye. Customers must self submit reimbursement forms which can be found under coopervision patient satisfaction form. Credit will be issued within 6 weeks in the form of a visa gift card. For in

Patients experiencing inadequate vision in eyeglasses may receive one complimentary re-check at the discretion of the optometrist within 30 (thirty) days of comprehensive eye exam. City Eye optometrists retain the right to deny no charge Rx checks should they deem the issue to be related to a medical comorbidity and not Rx error. Patients experiencing prescription issues with an eyeglass prescription written by an outside optometrist (not employed by City Eye LLC), are not entitled to re-checks. Eyeglasses filled by non-Lenscrafters retailers or online are ineligible for re-checks. Patients who opted to forego optomap retinal imaging or eye dilation are not entitled to re-checks under any circumstances. Issues falling outside of the 30 (thirty) day window are required to complete another comprehensive eye examination. The comprehensive exam may be subject to out of pocket expenses if the customer does not have an available insurance benefit available. Customers experiencing prescription issues with a prescription written by an outside optometrist (not employed by City Eye LLC), are not entitled to checks.

City Eye LLC routinely conducts digital retinal imaging at a patient's comprehensive eye exam to screen for vision threatening eye disease. This is done annually and is necessary to evaluate the eyes for vision threatening disease. Digital retinal imaging is generally not covered by insurance plans and is a $39 out of pocket fee. Customers refusing retinal imaging may be required to have their eyes dilated. Side effects of eye dilation include light sensitivity and blurred vision for up to 8 (eight) hours. City Eye LLC doctors reserve the right to refuse care to customers refusing both retinal imaging and eye dilation.

All eyeglass and contact lens prescriptions expire within 1 year (12 months) from the date of the comprehensive eye exam, unless otherwise specified. City Eye LLC doctors reserve the right to shorten or lengthen a prescription at their discretion.

DMV forms completed by any City Eye provider or staff member carry a $40.00 processing fee regardless of the exam date. DMV forms requested within 90 days of a comprehensive eye exam are subject to a $85 visit evaluation fee along with the $40.00 form fee . DMV forms requested outside of the 90 day window must complete another comprehensive eye exam. The comprehensive exam may be subject to out of pocket expenses if the customer does not have an available insurance benefit available. The customer is responsible for providing forms for the doctor to evaluate. City Eye LLC doctors reserve the right to reject or “fail” DMV waivers at their discretion. Refunds will not be given if a customer does not qualify for DMV form. City Eye does not complete tint waivers under any circumstances.

Upon completion of your comprehensive eye exam, your eyeglass and contact lens prescription will be provided to you in paper form. Contact lens prescriptions will also be available for downloading via our contact lens ordering platform, Dr. Contact Lens, in which you will receive a link via email or text to complete your profile and view your prescription. If requested, City Eye will send prescriptions electronically via email. Eyeglass and contact lens prescriptions are not HIPAA sensitive and will be delivered via normal methods of email. If requested, City Eye can also provide you with additional paper copies of your prescription available for in office pick up. By acknowledging our office policies for electronic prescription delivery, City Eye will interpret this as consent to deliver prescriptions electronically, unless otherwise discussed and documented.

Contact lens prescriptions are charged based on the complexity of the fitting. Generally insurance does not cover the cost of a contact lens prescription. When possible, customers will be provided with samples of contacts to ensure they find the brand and prescription to their liking. If after sampling a brand, the customer is unsatisfied with the prescription they may return for a refit at no charge to the customer provided it is within 30 days of the original fitting.

Multifocal and monovision contact lenses are not designed to provide perfect vision at all distances. The doctor will work with the customer to find the lens that provides the best functional vision to fit the specific customer's needs. The customer can return as many times as needed within 30 days to sample different lenses, however, if after all options have been exhausted the customer is still not satisfied with the vision, refunds will not be given.

​​​​​​​Contact lens training classes are mandatory for customers who have never worn contacts in the past to ensure the customer is able to safely insert and remove the lenses. If the doctor identifies in the exam room that the customer is not able to insert or remove lenses properly without assistance the doctor reserves the right to not dispense contact lenses or release a contact lens prescription without the customer completing a training class. Fitting fees will not be refunded for these customers.