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Our experience with Clarkson Eye Care was extremely frustrating and left me feeling disrespected and undervalued as a patient. What should have been a straightforward and professional interaction turned into an ordeal marked by poor customer service, lack of accountability, and a complete disregard for patient concerns.

The biggest issue was that my wife, who has Tricare Select insurance, was denied care. Upon entering the establishment, the receptionist appeared unaware of the referral process and lacked full knowledge of Tricare plans. When we sought clarification, we were met with a Clarkson Eye Care representative who insisted that we needed a VA authorization number. This was completely inaccurate, as my wife’s insurance was not associated with the VA but rather with Tricare West under the Tricare Select plan, which typically does not require a referral.

Despite my repeated attempts to explain that Tricare Select does not require a VA authorization number, the representative refused to listen. They claimed that every Tricare-insured patient who visited their office required a VA authorization number and that most VA authorization numbers did not satisfy payment. This was a clear indication that Clarkson Eye Care did not understand—or refused to acknowledge—the distinctions between Tricare Select and VA-related insurance plans.

Furthermore, my wife (who is Asian American) and I (a Black American) felt unwelcome. The representative stated that even if they accepted our Tricare Select insurance, we would still need to pay the full cost upfront—something that contradicts Tricare’s standard policies. According to Tricare:

“TRICARE beneficiaries generally don’t need to pay the full amount of a bill upfront for in-network services. However, they may need to pay a copayment or cost-share.”

Explanation:

• Network providers are contractually obligated to submit claims for beneficiaries. They accept the Tricare-allowable charge, which includes the copayment or cost-share, and beneficiaries typically pay this amount at the time of their appointment.
• Non-network providers are not contracted with Tricare and may charge more than the Tricare-allowable charge. In such cases, beneficiaries may need to pay the full cost upfront and file for reimbursement.

Clarkson Eye Care’s dismissive responses and unwillingness to resolve the issue fairly demonstrated a severe lack of communication and transparency. This made us feel like our time and concerns were of no importance to them.

Even more disappointing was their refusal to take responsibility for their lack of knowledge about Tricare Select. As a Tricare contract service provider, Clarkson Eye Care should have been well-informed about the distinctions between Tricare plans and VA authorization requirements. The VA authorization number applies to VA contractors such as TriWest Healthcare Alliance, not Tricare West. Their failure—or refusal—to recognize this distinction was unacceptable.

Based on my experience, I strongly caution Tricare beneficiaries—especially those who appear to be of Asian descent or have a spouse of African descent—before choosing Clarkson Eye Care in Sun City West, Arizona. If you are looking for an office that values honesty, professionalism, and patient care, I strongly suggest looking elsewhere.

There is an In-Depth Analysis: Possible Racism or Discrimination at Clarkson Eyecare at:
https://www.tmzlist.com/clarkson-eyecare/