Complaints

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The issue that I have is three pair of glasses were to be ordered. I called the next day to cancel the order. My daughter received one pair of glasses the other two her father said that that was too much he wanted to go somewhere else by law, we are able to say we dont want this, I was told the office manager that I could not get none of my money back. She only gave me $329 of my money back. Why would you give me that and not give me all of it I have called and talk to the lab and no one has $1100 or $800 worth of lens restock I used to work for I know these people I know what it is about. I talk several times to the manager you should be able to cancel order within ******************************************** to be denied , we only received one pair of glasses so you just gonna take it. Reviews are horrible because of this customer service. I just want a refund. I would never return to their office again, in all of my daughter and myself records, thats all prescriptions refund. I would never look over that way again.

  Business response

  05/09/2024

  To Whom It May ************** response to Complaint ID#******** for *****************************, Henry Vision Centers policy for eyewear purchases states that items are non-refundable and must be paid in full at the time of service and if there is a balance on the account for any reason that balance must be paid before ordering new products.
  ******************** and her daughter *************************** came to the office on 02/03/2024 for their comprehensive eye exams and to purchase glasses. During this visit ******************** had to update the demographics and office policy paperwork for herself and her daughter. Henry Vision Center includes financial policy statements as well as an ABN form so that the patient has full understanding of the office policies and procedures for any amount due from the patient at the time of service.
  On 02/03/2024 ******************** and her daughter chose their frames, lens and lens coatings for all 3 pairs of glasses. She purchased only her daughters 1st pair that day.
  ******************** then returned 02/23/2024 to pick up her daughters first pair of glasses and paid the balance of $123.00. ******************** then placed an order for her glasses and an additional pair for ****** based on the quote she was given on 02/03/2024.
  On 02/23/2024 ******************* chose to do this of her own free will and used her personal **** credit card and signed her name on the credit card slip and paid the balance in full. She had 20 days prior to decide if it was too much. ******************** picked out the frames, lens and lens coatings for the 2 additional pairs.
  ******************** did not call our office the next day, it was in fact 3 days later 02/26/2024 as noted in our system alerts asking us to cancel the orders.
   Once the order is placed it is sent to our lab and started the same day and is processed for finishing and mounting within 24 hours and starts finalization process soon after. The lab was called to verify if cancellation was an option, and we were told it was not and would be charged full cost for both jobs that were placed.
  Henry Vision Center does not demand our patients to buy glasses or additional pairs of glasses, this patient willingly ordered 3 pairs of glasses and willingly handed us her credit card with her name on it and signed the credit card slips with her name on it agreeing to the purchases. The father of the child was not present in our office during any of the visits with ******************** and her daughter ******.
  Henry Vision Center has a policy in place that if an order is cancelled for any reason the patient is responsible for lab cost and a 50% restocking fee, this policy is in place because the eyewear is custom made for the patients needs and the frames chosen can not be resold to another patient.
  If Henry Vision Center must do a return/refund for any reason despite the patient having agreed to and signed the office policy and ABN notice those fees are deducted from the initial payment and the difference is refunded to the patient.
  In closing, I believe it should be noted, ******************** was an employee of Henry Vision Center from 02-29-2016 until 04-28-2016 and then rehired 05-11-2016 until 08-26-2016.After leaving our employment she has asked to be considered for rehire. At the time of her appointment on 02/03/2024 she again asked us if we would rehire her.
  We have included her demographic and policy documents that were updated on 02/03/2024 as well as her superbills for ordering and her payment slips.
  
  Cordially,
  *******************************
  Supervisor
  
  
  

  Customer response

  05/13/2024

  Hello, I seen the response from Henry Vision Center in **************, ***** who I have a complaint with. The reason why it took 2 days is because when I called back an hour later after I left to cancel the order I was told that I had to wait on the office ****************** who wouldnt be back in until the following week. The glasses that was received for my 10 yr old daughter was paid with our vision insurance which was EyeMed her are my documents 

  Business response

  05/21/2024

  SEE ATTACHED

  Customer response

  05/22/2024

  Too respond to Henry Vision letter for one the manager was not there that Friday the day that I came in the manager was not there when I called back an hour later if that I was told that I had to wait until the office manager came in I called the office manager several times I left messages to have her call me as well, several times. I even had to call back days after then I was able to talk to her just for her to tell me no its too late. It was too late because she waited literally days to even speak with me. And Mrs. ***** know that. Just being nasty because she can. Period thats all it is. 

  Business response

  05/30/2024

  Henry Vision Center considers this matter closed. 

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