Complaints

• Initial Complaint

  27/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had to get a taxi to and from Townsquare Eye Clinic because I'm a single mom of 4 children with no vehicle which cost me $20.00 out of my pocket. I had my eyes examined I paid around $100. I was told that I needed bifocals by D** ****** **** *********** ******* ** ********* ***** ******* ** *** **** *************. With my prescription in hand for bifocal glasses and contact lenses I went to pick out my new frames and contact lenses. I was full of hope to do this that day. However, that hope soon faded over time. So I chose frames and tried contact lenses on 12/02/21 . I did try them for the specified time and they were no good for me. I just could not see correctly. I went home with my new glasses and trial contacts. I tried this for a couple of weeks. I went back to ***** again because I couldn't see with my glasses or contacts. Went home again with both was told to try again. Was told to buy reading glasses I did for $29. Still can't see with my prescription. So I called Dr. ****** **** and she checked my eyes again and charged me another $25! I Waited again got my new glasses and contacts on 02/16/22 Still cannot see! Frustrated now! Now I have glasses and contacts and they are no good for me. I just want a full refund please of the eye exams from Dr. ****** ****. No fuss just be fair that's all please! Without that refund I am not able to get my eyes examined again because I do not have the money.. So disappointed.

  Business response

  23/06/2022

  Good morning. This email is in response to a complaint from a patient ***** ******* #17283285.

  Upon reading this letter, there is a clear need to clarify facts on this matter. I will address and give proper explanation to the very best of my knowledge and from our business perspective. 

  In opening matters, Mrs ******* states she had to get a taxi to her appointment. As a patient, you choose an appointment time when you call on your own to book one.  It is up to that patient to arrange travel. This is not part of our service. Mrs ******* do live in Gander and could possibly have arranged for someone to have taken her. Cost incurred on her for this is not a matter of our service.

  Secondly, The service that was provided to her was a very in dept service.  The profession of Dr. of Optometry primarily involves, Ocular health assessment not just refraction for glasses. During the pretesting she even agreed to a OCT scan. This is a test that is clearly explained to the patient and the cost is upfront to them when they make this choice. 

  To address the Rx as not possibly being correct and reason for refund, I would like to explain that she had only a 0.25 change from her previous Rx. She was seen by the Dr. Dec 2 and did not request a recheck until February 17. At the recheck Mrs. ******* chose the exact subjective refraction. This clearly indicates that the Rx was correct and of no error upon the DR. 

  The issue is that the patient wants glasses and contacts that both correct near and far. She is clearly not a good candidate because she had issues her last visit. But she seems to continue with wanting this. Even when this was not working for her. All options were given and tried with her. Multi focal ,Mono vision and then distance only contacts which seem to be what she adjusted to best. However, only correcting distance would mean she would need a pair of readers. Again, all options were given to her to try. New glasses lens were ordered from the optical next door at no charge when she could not adjust to the previous. So the issue lies with a patient/client wanting something they can not adjust to but not accepting it. As for her glasses and contacts at the optical, they were paid for by social assistance and her husbands insurance. They were fully refunded to her. So she has received both glasses and contacts at no cost to her and she has them. The optical did not ask for them back.

  In regard to refund on the eye exam. Like stated above, she had a full Ocular health assessment and was given a correct Rx( reconfirmed by second visit) which is valid for 1 year. This is not a refundable matter. Clearly ,she do not need to go pay for another eye exam, she can just go get glasses somewhere else. Thank you for your time and I do hope this gives you some clarity.

   

  Thank you and have a wonderful day.

  Office manager 

  ****** ****

  Customer response

  24/06/2022

   I am rejecting this response because: I had no other way to get to my appointment that you set for me on that day. Taxi was my only choice. I did not want to have a recheck done but I had no choice due to the fact I couldn't see with my prescription. The reason for the period of time between the 2 visits stated was because the eye place told me to try the glasses for that long period. Not my choice.  I was trying to be fair and listen to their advice. That was long enough to know that those glasses were no good for me.  I clearly stated that when I was there.    If my exam was right the 1st time I wouldn't have had to return the 2nd time with more cost to me.  My glasses and contacts were refunded back by head office. They were totally disgusted with the way I had been treated has a customer!  I am very thankful for their caring attitude, the willingness to listen and the refund.  However, I feel that you should do your part and refund at least the cost of my eye exams both times.  I had my eyes examined somewhere else and they confirmed that indeed my eye exam at your office was inaccurate.  They didn't charge me for the eye exam because it was covered fully by my husband's insurance! So why did your office charge me twice? When it was supposed to be all covered? I do not understand! There is no issue with me not accepting that I need glasses.  I have been wearing glasses since I was in Grade 12. So I know when I can't see right.  However, it would have been nice to be able to see clearly with your prescription and not fall on my face or walk into something.  Please all I ask is for you to be fair. I do not wish to cause any trouble to you.  I just would like my money refunded! Thanks for your time....
  
  
  

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