Complaints

• Initial Complaint

  08/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went in for new glasses in March of 2023, and was given an eye exam. When the glasses came, the prescription was way off. Also, they tried telling me I owed money, when I had paid in full. Also, the total amount of my billing was actually lower than what I had paid, by $20-30. They still have not come up with an explanation for the confusion. After several attempts now, to get my lenses right, they still havent been able to do so. I finally asked to make the lenses with my old prescription, and they still came back wrong. Last week, we decided to order frames similar to my old ones, with my old prescription. An employee, who had no clue about the current plan, called today, and now Im still waiting for a call back to see if they figured out what theyre doing. I was supposed to get a call Monday, which I didnt. Communication with this office has not been good. Almost 6 months later, Im just hoping to get new frames with my old prescription. I want my glasses and a refund that reflects the difference in cost, or I want a full refund. In fact, if feel like I should get my glasses for free by now. I also think they need to get rid of the one employee. Her customer service has left me frustrated and upset a couple of times now, after she acted like Im the problem, while others there have kept me feeling like they want to get it right.

  Business response

  09/11/2023

  8/31/23 *****: We do have notes on every encounter we had with this patient.  We did everything we can to satisfy, did above & beyond for this patient, we already lost $800 on all the remakes of lenses we did for him without charging him.  We had asked many times to be kind and do not need to be rude and yell at people.  He threw the glasses at me when I asked him to try it on because I was making some adjustments. When he put it on, he said yes, it was better.  I said you don't have to throw it at me, I was trying to help you.  Started arguing and speaking very rudely to me and the other patients.  We have patients that will testify how he acted like a child on that day.  This patient was dismissed from our office, and we will not be seeing him again. One of the employee that dealth with him refunded more than we were supposed to. 
  8/31/23 Employee#1 This patient came to the office with all the hostility you could imagine on his sleeves. It appears from the very beginning he was not here for a solution to an issue well worked on so much as finding a place to place his emotions. His tone, words, and general demeanor made both patients and staff uncomfortable,and was way out of line for how someone should speak to people trying to help him.
  8/31 Employee #2 We called the lab to find out how much patient paid to issue refund. Patient very frustrated that lenses still haven't been "fixed."  Patient re-complained about same issues in aforementioned note from 8/25/23. Patient also became so upset, he started swearing about the situation and was told we would not be issuing any more lenses and that he would instead be issued a refund. Patient also engaged in arguing with another patient who happened to know patient and their mother, becoming hostile with other patient.We did a full *efund he paid for his glasses.
  8/25/23 Optical Lead - We did three glasses remakes for him to tried to meet his expectation.  Patient stopped by to check on 3rd+ remakes of lenses. As the patient tried on the new lenses we have and said something is still wrong in the * eye. Said * eye is blurrier than left and feels like eyes are fighting each other to try to see.We've redone a few times over the last six months and are still unhappy as he requested these latest lenses be changed to his old *X since he feels that was working better than his new *X.  Patient also requested measurements changed to match his old lenses = 18mm (current lenses at 17mm). Patient doesn't like the new measurements for the bifocal in the round lens.
  Patient has been a problem for us since the day he started in our office.  He was in for an exam in March 2023 at which time he purchased glasses with a new prescription and a new lens style .  We forwarded him that it would take some time getting used as new progressive lenses can be a little challenging.  He picked up his glasses and had an issue rite away.  Our normal verbiage lets people know that it is usual to feel funny at first and that if he took them home and wear them for a few weeks his eyes would adjust.  He refused to take them home.  Patient was then scheduled to see the Dr to verify his glasses *X.  Dr found that patient had a unique prescription and was able to tolerate much more plus in the office then he was able to tolerate in real life.  Dr adjusted his *X and we remade him new lenses again.  Patient came in to pick up his second set of lenses to which he said was better but still not as good as his bifocal lenses.  I explained to him that progressive lenses can take time to get used to but patient did not want to hear any of that.  He was rude and even yelled at me and said we must be stupid to not be able to figure this out. He said he refused to believe that he could be the problem even though we explained to him that it can take time to adjust to the new progressive lenses.  Patient finally left with his glasses. He worn them well for a few months then came back in yet again yelling and cussing and being intimidating to myself and the rest of my staff.  After seeing the dr again we went back to his old rx at his request and We agreed to remake the glasses one more time, but we would only remake them into a BF since we have seen how he reacted to the progressive.  **** came in and picked up his glasses (I was not here for this).  He then called/came back in with more issues with his glasses.  He says that the *X is not correct when it is indeed double triple checked and it is correct.  He is upset about the bifocal being 1 mm too low to which we can adjust to fix, I made this fix and  when I returned from vacation I gave him a call to let him know they were ready.  He instantly yelled at me that I did not know what was going on and that we were supposed to be remaking his glasses.   He then came into my office yelling, screaming and cussing yet again.  He was so belligerent that our male staff members felt he need to step in and protect our female staff.  Patient then began yelling and arguing with a patient that had nothing to do with him or anything he was doing.  He just did not like that they asked him to stop yelling at us or leave.  Patient was in our office for over an hour yelling and screaming at my staff.  We refunded him MO*E then he should have been refunded and Even after we refunded him he continued to be rude and abusive to me and my staff.  We have since fired him as a patient and refuse to see him again.  This is the second office locally he has been asked to not come back to

  Customer response

  09/19/2023

  There are several lies in the statements from the employees. The lenses were never made correctly. Naturally, I became frustrated when they kept trying to make me feel guilty for what it was costing them. The lenses were so bad, there was no way I could wear them. I didnt throw frames at them, but set them back on the table clumsily, as I was frustrated that she expected me to try on frames which she had bent so drastically, they were obviously not going to be comfortable. I went in there as pleasant as possible every time, and had several good interactions, bringing my grandson and even my dog. The other patient rudely injected herself into the situation after I used ONE cuss word, and that was the ONLY time I ever lost my composure , until the woman butted in, at which time I became upset.
  I was only refunded $429, and was told I would be getting just the frames I asked for. I have not received those. I paid $516 out of pocket, and my insurance paid $260, plus $210 for the exam. Their accounting records are screwed up, and theyve never explained it or figured it out. Im including photos of receipts. I am not happy at all with this outcome. I only got this email today. If Im not going to get the frames I was promised, I want a FULL refund.

  Customer response

  09/19/2023

  The account of that last employee is absolutely exaggerated and false. I know who that is, and I didnt even see her when I was there. I presented myself there calmly, and was there for quite a while, calmly trying to figure out what could be done with the glasses. The bifocal part was not just 1 mm low, but almost a 1/4 of an inch! I never dealt with that employee while I was there that day, so she doesnt know. In an attempt to avoid remaking the lenses again, another employee tried bending them so drastically that the lenses were practically right up against my eyeballs. I felt like I was being bullied into accepting a product that wasnt right. And I did NOT start the interaction with the other patient, but the other way around, and it is appalling that the other patient was allowed to continue yelling at me, threatening to tell my mother, and yell out that no one likes me. I was treated in a very disrespectful way, after 6 months of inadequate service, and this is totally unacceptable. 

  Customer response

  09/19/2023

  The first lenses were completely wrong, and so were the second. Changes had to be made to the prescription. They were so wrong, I still suspect that my file got confused with someone elses somehow. It happens. I had to drive to ******* once, to take care of a an unpaid traffic citation I didnt get in *******. I got it in **********, and had actually PAID IT. It happened because a single digit was entered incorrectly in the computer. This possibility was dismissed, and then the third set of lenses were made without final discussion with me, to verify the changes being made. They were still wrong. So we gave up o transition lenses and went with bifocals for the 4th set of lenses (not mentioned so far here). They still werent right, and when one of the technicians checked them, and compared them to my current glasses (which we agreed to match, since the new prescription wasnt working) she found some obvious indiscretions, which seem to have been dismissed now. Now they are saying they are fine and the bifocal part is just too low, but they were still trying to get out of making them right. 
  I expressed on several occasions that I knew this must be frustrating for them, also, and that I had confidence they wanted to get it right. Well, that confidence dissipated. 
  I tried suggesting several times that the frames maybe werent right for my face. The last employee I dealt with agreed to order different frames, and gave me a partial refund (for the lenses), and subsequently put in an order for different frames, and I agreed to take just those frames and go get my lenses elsewhere. Thats all I want. Either that, or refund the rest of my money. Im still very disappointed that we werent able to work through this amicably. 

   

  Customer response

  09/19/2023

  From the beginning, things didnt add up. When we ordered the first pair of glasses, I paid $516 with a credit card. When I went to pick up the glasses, I was told I owed $73 on a $494 total. When I was produced the receipt, they just wrote it off. When I got a printout of transaction history a few months ago, they show me posting a $421 credit that I supposedly paid, and wrote off the other $73. First of all, why do these numbers not line up with what I actually paid? Secondly, what happened to the other $95 (421+95=516) of the $516 that I actually paid?

  Look at the amounts, in the photos I attached. Also look at the date of the $421 credit. 
  My attorney is going to have an easy time with this.

  Customer response

  09/19/2023

  Im convinced that something was wrong with this order from the beginning. I wanted transition lenses which would be black-shaded, not gray.
  the first two sets of lenses were so far off, I had stated at that time that I felt like they were meant for someone else. My current glasses, and my previous ones have had black tinted transition lenses. I wouldnt choose gray. 

  Customer response

  09/19/2023

  On August 31, when the employee went to process a refund for me, she immediately saw that there was confusion with the transaction history. It was then that I calmly suggested that they just provide me with a different new set of frames, deduct them from the total, and refund the rest. Thats when she somehow came up with the amount of $429 as a refund, and also mentioned letting the other $73 go (the amount that had been mysteriously written off before). Instead of stepping up, after not delivering a satisfactory product for 6 months, this company has chosen to vilify me. I have been extremely patient. I didnt start that confrontation with that other patient, who I did not immediately recognize at the time. I also found out that person is boasting about getting free glasses because she stepped in. Did other witnesses get freebies, too?

  All I want is new frames, or a refund of the rest of the money paid out for my glasses, which is $331 (including the $260 paid by insurance).

  Customer response

  09/20/2023

  I made a mistake, doing the math in my head. The total paid by insurance and myself, for the frames and lense, was $776. The outstanding balance for a full refund is $347. Im not going to worry about the $210 paid for the eye exam, even though I need to wait until the beginning of **** to get coverage for a proper exam from another clinic. Im trying to make this easy, 

  Customer response

  09/20/2023

  I made a mistake, doing the math in my head. The total paid by insurance and myself, for the frames and lense, was $776. The outstanding balance for a full refund is $347. Im not going to worry about the $210 paid for the eye exam, even though I need to wait until the beginning of **** to get coverage for a proper exam from another clinic. Im trying to make this easy, 

  Business response

  10/04/2023

  These are the transactions with *******:

  1) 3/6/23 He came in for an office visit $95.00 + Dry eye kit $45.00+3.96(tax) = $******, He only paid for the dry eye kit of $48.96 with his mastercard.  Has a balance of $95.00

  2.) 3/20/23 He came back to order glasses $494.00 + $95.00 (balance from $3/6/23 appt) = $589.00

  3.) Staff only collected $516.00 instead of $589.00.  I am not sure why our staff(no longer with us) adjusted the $73.00

  *** The $143.00 is non refundable as it was for the medical visit & the kit. The total payment he gave us was $516+$48.96= $564.96

  $ 564.96

  $ ****** non refundable ($95 service + $48.96 dry eye kit)

  ______

  $421 (we refunded more than what were supposed to refund him.  We refunded him $429) .  We CAN NOT REFUND him on what the insurance paid us but we will call them today to reverse his benefits.  We give the insurance the refund but not to the patient.  Unfortunately, this is how the insurance works.  If provider gives the refund to any patient and patient called the insurance to reverse the benefits then they got double refund.  Attached were all the transactions and receipts.  PLease let us know if you need anything else.  Thank you!

  Customer response

  10/19/2023

   
  Complaint: 20550639
  
  I am rejecting this response because:

  Insurance also paid $130 towards lenses, and $130 towards frames, plus $210 for a comprehensive eye exam which evidently did not produce adequate results. I didnt ask for a refund for the dry eye treatment. I cant get payment from insurance for another pair of glasses from somewhere else, and now the year is almost over. 
  
  Sincerely,
  
  ***************************

  Customer response

  10/19/2023

  On August 31, 2023, the same day I filed the original complaint, I received a call from the business, saying my glasses were ready. When I went in, the glasses were still not acceptable. ******* previous visit, an employee agreed with me that the frames seemed to be the art of the problem, and agreed to order different frames. When I went in, though, they had still tried to make the original frames work. I was not happy with this. A decision was made to refund ALL of my money. The employee working with me realized the accounting was a mess, and accepted my suggestion to order the different frames I had wanted, in lieu of money that insurance had paid, and only refund the amount of $429, for the cost of the lenses. I never received those frames. With insurance payments, this business received $1024, and only refunded $429. It has been 7 months, and I dont have new glasses, and this business used up my annual eye care benefits. They need to refund the rest of the money,

  Business response

  10/26/2023

  Hello,

  As I mentioned before we are not allowed to give insurance payment refund to patient.  Insurance claim cancellation was filed over the phone the last time the patient was here. Like any other Insurances have a long process for claims, cancellation etc... ************* has been refunded and it is available for the patient to use anywhere.  This will be the last communication we will do as I provided everything to you now.  You have all the information.  Thank you!

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