Complaints

• Initial Complaint

  07/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went to ****** an eye care in ********** on 06/14/2024. I was getting an exam and planning on replacing my sunglasses lenses. I still really liked my frames. During my exam I told Dr. ***** I wanted to get progressives because I would be purchasing Pair Eyewair. Pair does not do bifocals. I didnt think it would be healthy to wear different type lenses. Pair Eyewhere only do progressive lenses. I told the same to the woman who helped me with the lenses and ran prices on a pair I liked but were too expensive. At this time I continued to talk about the pair glasses again reminding that I needed progresssives. I left pthe store on that Friday 6/14 around 4:00. Over the weekend I looked at my ************************* and found and spoke to others. Then I found that I could get the same frames brand new on the internet with lenses for half the price of the lenses ordered through Shippee. So on Monday 6/17 at 9:00 am I called to cancel the lenses. I was told the lab had started working on them and I would need to pay a$250 cancellation fee. It didnt seem worth cancelling at the time but I couldnt help but wonder what a lab could have possibly done so quickly. There must have been other orders before mine. On 6/25 I called again to cancel the order and was told it would cost $250. I asked that the invoice be sent to me. When I saw the invoice I emailed ***** and told her the invoice was for bifocals. She said I ordered bi-focals and was willing to give me back half of the $392 for the cancellation. But they are still the wrong lenses so if I was going to cancel or not Im not paying for a cancellation on glasses that are wrong anyway. I was told I approved the order form which is three stack of numbers on the bottom of a form. I want my entire $392 refunded. There is no reason I would want bi-focals. And the offer to remake the lenses to progressives at an additional cost is preposterous.

  Business response

  07/09/2024

  ************************************ was seen for an appointment at Shippee Family ******** on June 14, 2024 by ***********************. When ***** was brought out of the exam room, ************ gave the opticians a routing slip with a recommendation for a bifocal lens. As with any patient. our optician sat with ***** and went over every lens design and hard coat options. Our optician explained what a bifocal was and measured ***** for that specific lens design. When ***** checked out, she paid a total of $392 for her glasses. We take pride in placing a patients order within an hour of them leaving our office - so our optician placed the order prior to closing that Friday evening. On Monday morning, ***** called and wanted to cancel her order. We called our lab and asked if the order had already begun and it had. Our policy at Shippee Family ******** is that once an order is placed, if the patient would like to cancel the order, we can refund the patient half of the full cost of glasses. This is because these lenses are custom made for each individual patient. When ***** called, I offered to refund her back half of $392 which is $196. At first, ***** agreed but then she called back and told us that she never wanted a bifocal and that she wanted a progressive lens instead. I offered ***** to redo her lenses into what she claims she originally wanted but that there would be an additional fee as a progressive lens costs more than a bifocal. ***** would be paying the difference in product. ***** then sent multiple aggressive and rude emails which resulted in **************** Shippee deciding to discharge the patient from Shippee Family ********. At this point in time, we are still willing to refund ***** $196.

  Customer response

  07/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Cindy 

    

  Customer response

  07/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

  I dont know what this routing slip is that suggested bifocal lenses.  The doctor did in fact know that I intended to order progressive and thought they would help with my In between sight. I need to take off my bifocals when shopping or watching TV. She also reminded me to ask for the PD number I needed to order independently. 
  
  Optician meeting, we did not go over anything or do any measurements.  I was told the lab already had the info from the last lenses.  I specifically said but for progressives?   While I was checking out I reminded her that I needed to be measured for the PD number.  I was told no it would be the same as before.  I in fact pointed out that I had gained weight and wanted to be sure that didnt change anything.  The PD numbers were pointed out to me on my prescription.   I checked out and received a copy of my signed *** card receipt.   
  
  When I realized how overpriced the lenses really were and called to cancel I was actually told the half would be $250 not $196.  When I called again I was told $250.  The manager ***** called to speak to me and said she didnt know where the $250 amount was coming from but she would talk to the staff.  The first time I was made aware that bifocals were ordered was when I asked for my itemized invoice and saw bifocals instead of progressive.  I emailed ***** at this time to ask if the lenses she had were bifocal or progressive.  When I say the words I wanted I mean I ordered.  I actually should say I told the medical professional who was placing the order what I wanted and needed. I then expected that person to order the correct item for me.  Ive been told that an order form was reviewed with me but I have not received anything that appears to be a form. 
  
  
  Timeline all dates are in 2024
  
  
  Appointment date Friday, June 14
  
  
  Over the weekend I searched for a way contact digitally an email, FB message etc so the message would get there even quicker. However I could find none on social media, website or ****** search. 
  
  Monday June 17th 9:05 am First attempt to cancel was told cancellation policy was to return half which would be $250. So I may as well take them.  Progressives I thought
  
  Second attempt to cancel again told $250 on the phone. I agreed and asked that the *** card be reimbursed.  Was told that she literally didnt know how to do the reimbursement so manager will call tomorrow. 
  
  
  6/26 I received this voicemail from ***** as dictated by ************;
  
  Transcription
  "Hi *****, this is ***** calling from ****** family eyecare. I received the message about being reimbursed for half of your glasses so I wanted to chat about that. I'm also going to give your home phone a call but you can .
  Call us back at ************.
  Thanks bye ..."
  
  
  When we spoke she stated that she had no idea where the $250 number was coming from and she would speak to the staff.  The real amount refunded would be $196. But the lenses were in and I should just come try them.  At this time I asked for a copy of the itemized receipt that I didnt have. 
  
  
  
  6/27 I emailed ***** the next day to find out what kind of lenses had been received.  The invoice listed bifocals which is not what I had asked to be ordered or as I would say wanted. 
  
  
  6/28 ***** emailed to say she had bifocal lenses for me I could have progressives made at an additional cost.  This because I didnt order progressives, but I did. After a lengthy phone conversation with ***** that went nowhere I made a request to speak to the practice owner and was denied.  I told ************ would write to her as she was speaking over me and wouldnt listen to what I was saying.  
  
  
  6/28 I stated
   Please email or mail all my records from your store as I will obviously not be returning.
  
  In addition anything I signed  that clearly showed I was getting bifocals , your written policy on all returns and cancellations,   When did I receive this policy and where it is posted for public view. I will contact the *** to find out what is to be done on their side. 
  
  I received my records and the so called order form but no information on how I would have know about the cancellation policy.   I contacted the *** and was honest about the situation.  The charge needs to be refunded or I need to pay it back.  A less honest person could have submitted the invoice and let it go. 
  
  7/1 I requested that the $196 be credited to the *** and the remaining $196 be handled through BBB.  I did not receive a reply. 
  
  On  7/8 I received a rude letter from the owner stating that she was discharging me from her practice.    As I stated I had asked for and received my records Obviously she was not told that I had already requested my records and said I would leave the practice 10 days earlier.  If she indeed was informed this was very unprofessional and even more unprofessional to mention it in this claim.  I will certainly ask that that statement be removed from this public record. 
  
  
  So we have many issues here
  
  Was I expected know the cancellation policy and how?
  I was told $250 when I called to cancel not once but twice although that fact was omitted in Sarahs response. 
  How much was really done by the lab in one hour on a Monday morning.  Dr. Shippees letter indicates that the lab ordered the lenses.  How much could uncut glasses cost? When I asked ***** what they would do to start making them in two hours.  She listed some things like cutting and etching and I said wouldnt the lab have more orders waiting. She said something like how am supposed to know they make 1000s of glasses.  Thats when I really felt that if I would have been taken advantage of if I had cancelled the first time. And I did not even Know About the BiFocals
  There was no standard consultation, measurements or discussion of types of lenses and coatings.  Other than me saying I wanted progressive lenses because the type of lenses I would need to get for Pair eyewear.  She thought this was odd and wondered why. I asked if she needed to measure for the extra number for the progressive she did not and showed me where it appeared on the prescription. Other than pricing another pair of glasses, that was it. 
  When I found out the lenses were not even correctly ordered I wasnt going to take them or pay more to get the correct lenses.  Although I like the doctor there and the woman who works with the glasses is so sweet the administrative process is challenging and I want no further interaction with this practice. 
  I also need to mention that a credit of $30 was applied to my invoice. I had not been to Shippee in over a year but I was never told that $30 was owed to me?
  
  
  I will accept no less than a full refund of $392 to my *** card and $30 to me from the old credit that was applied.  There is absolutely no clear proof that I knew Shippee was ordering bifocals for me although my request was for progressives.  
  

   

  Business response

  07/25/2024

  We apologize for this issue as it seems to have all stemmed from a simple miscommunication.  The lenses ordered are individualized and once the manufacturer receives the order, the lenses are in production.  We do not order any lenses without a payment obligation met by the purchaser, which shows the intent of the purchase, as these are individualized, custom made, medical solutions. 
  The fact that we ordered bifocals and not progressive lenses may have been an internal miscommunication, but we offered to remake these, to her original request, and only charge what an initial order would have cost.  Ordering polarized lenses with an anti-reflective coating are not "standard" lenses, and our optician explained and offered these options for the decision to be made by the patient to purchase, and then she showed confirmation with payment.  We have always stood behind our products, warranties, etc., and are always happy to find a resolution to our patients individual needs.  We did offer a resolution (ordering PAL lenses) to the patient, but she declined.  Custom made prescription lenses are not a returnable item. 
  Unfortunately, this has gone beyond our means to satisfy this patient.  We will refund her the entire amount she is requesting, but feel this is more a buyers remorse issue and not a BBB complaint.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have gone to Shippee Family ******** PC for over 15 years. I have always had ***** **************** for my eyecare and in the past they were billed for my eye exams and contact lens. My annual exam is covered and contact lens is covered up to $175.00. On 01/11/2022 I had my eye exam and got contact lens. When checking out I was asked to pay $33.00 which was determined to be my out of pocket cost. I paid it. Now they bill me for $240.00. Upon my inquiry of why there is a balance I learned that they billed ******** (my primary care provider) and cigna (my supplement care provider) but NEVER billed ***** Vision (my eyecare provider). In all the time I have gone there for my eyecare they have ALWAYS billed ***** Vision as well as ******** and Cigna. Because they failed to ******************* Vision this balance exists. Their service in the past has always been to ******************* Vision as well. This has been the procedure for 15+ years with no issues. Because of their failure to process my services as they had in the past I am requesting that this balance due be eliminated and my balance be corrected to $0.00. I am attaching copies of services I received and shows their failure to ******************* Vision as they always had billed them for the last 15+ years.

  Business response

  01/17/2023

  ****** came in for his eye exam on January 11, 2022. During this exam, ******************** dilated the patient and determined that the patient has five medical diagnosis. The diagnosis are: Age-related nuclear cataract, bilateral, Benign neoplasm of right choroid, pinguecula, right eye, Puckering of macula, right eye, and Vitreous Degeneration, bilateral. Due to these medical diagnosis, this exam was billed to ******** and Cigna. ***** Vision covers routine eye exams, and in this case the exam was not routine, it was medical. The patient had a $25 co pay and a $40 refraction fee which is a non covered service. This resulted in a $65 balance on his account. We did charge the patient $33 towards his contacts and because we made a mistake on our end, Shippee Family ******** wrote off the remaining balance ($175) from the contacts that were originally supposed to be billed to ***** Vision. ****** has a current balance of $65 that is over 1 year overdue and has been sent to Collections.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩