Complaints

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At ****** *** ****** I saw a doctor who misdiagnosed my prescription by two whole lenses. He wrote the wrong prescription for me and ordered the wrong glasses prescription for me. I had to make a second appointment to have it corrected by another doctor. That doctor wrote me another prescription and I used that to order some contacts online with. That prescription also proved to be wrong. I had to go back a third time to have my prescription corrected. The eye doctor wouldnt refund my contacts that I ordered with the wrong prescription.

  Business response

  05/15/2023

  This patient is a new patient to our office.  She was originally scheduled October 25, 2022 to which she was a no-show to her appointment.  She came in for her contact lens examination on November 2, 2022 and saw one our doctors.  Her complaint in the exam room was that she was struggling with her distance vision.  The doctor wrote a prescription for glasses and contact lenses for the patient based on the findings during the examination.  The patient was given trials of contact lenses to wear and was instructed to come back for a contact lens follow up at which time the doctor would make sure the contacts were sitting well and the patient was seeing well.  Patient returned to our office on November 8, 2022 to see a different doctor as she was struggling with the vision in her contact lenses.  During the exam the doctor adjusted the prescription accordingly to the patient concerns with her vision.  She was given some more contact lens trials and instructed that if all was working well with these trial lenses she could order contact revenue boxes.  If she was still struggling with the prescription after wearing the trial contact lenses to return to the office for an additional contact lens follow up.  All of our contact lens follow ups are at no additional charge to the patient and are included with any examination fee paid at the original time of service.  To my understanding the patent ordered contact lenses from a third party before her contact lens prescription was finalized with the doctor.  The patient came back for another contact lens follow up on January 10, 2023 which is over two months since the previous follow up.  Without going too far into her visit, she is hoping to have better distance vision as well as up close vision.  As a patient who has a very difficult prescription, the doctor must find the right give and take for the patient.  It is not abnormal to have multiple contact lens follow ups with this type of prescription.  If she would have purchased her contact lenses from us we would have no problem switching them out for her.  As this was a purchase from a third party vendor we will not refund her purchase.  

  Customer response

  05/17/2023

  
  Complaint: ********
  
  I am rejecting this response because: iI did not wait two months to go back and have my lens prescription corrected. I waited less than two weeks to go back a third time and have my lens corrected so it would have been in November. On January 10th 2023 I went in to get a copy of my lens prescription so I could try and return the contact lens I had previously ordered. Also there is no mention of the glasses the first doctor prescribed that I cannot wear because they are too strong. ******** was billed for something I'll never be able to use. There is also no mention that the first doctor I saw misdiagnosed me by two whole lenses THAT is why I had to go back a second time and the third time, which was not in January, was to have it adjusted to the point where I was comfortable wearing the contact lenses. I have never had to go back to an eye doctor three times to get a correct prescription before. I do not plan on going back.
  
  Sincerely,
  
  Selina *** *******

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