Complaints

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• Initial Complaint

  Date:10/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went in for my routine annual eye exam on 9/15/23. During the exam my Dr stated I needed a new prescription and new glasses. I ordered the new glasses the Dr said I needed I paid $45.00 at that time and the remaining balance through my insurance. Once I received the new prescription, I couldn't see. I explained that to the Dr when I went to pick up the glasses and was told to use them for a week while my eyes adjust to the new prescription. After a week I went back and let them know I still couldn't see or use these new glasses. I explained in these new glasses one eye shows everything I look at appear as if they are mounted on top of each other, and through the other eye I see as if there is a permanent smudge that will not go away. I asked for them to correct these glasses since I couldn't see or use them. I was then told that to correct my new glasses I would have to pay an additional $200.00 to see clearly. This is ridiculous, I went in seeing perfectly fine out of my old glasses to then be told I need new glasses that I am unable to see out of, then to be able to see correctly I had to pay an additional $200.00. Outrageous. I would like them to correct their mistake. Not only would I like to be able to see and actually use my glasses, but to also not be charged for a mistake they clearly made when I have already paid out of pocket and remaining through my insurance.

  Business Response

  Date: 10/16/2023

  Patient has had an Imbalance between her right and left eye since coming here in 2018. There is a note for the order in 2018 that she needs a slab off, but she declined stating she doesnt have the money to make the glasses with it. In 2019 There is a note that the patient didnt have the slab before and is having no issues, so she did not have the slab off done in 2019.In 2023 the patient came in for her eye exam, the patient had cataract surgery prior to visit. The Doctor has a note that the patient needs to have an evaluation for a Yag laser to clear the cataract lenses. There is no note to mention the slab off on the 2023 eyeglasses order. The patient did come back and state she was having trouble seeing. She was in fact told that the slab off would help fix the issue, but her insurance would not cover it. The cost is $200. Or we could remake into two pairs one pair for distance and one pair for reading. She said no, she wanted bifocals. She left the glasses and walked out.
  
  See next page for resolution
  
  Action taken to resolve the complaint:
  
  There are two separate issues with this.
  Based on reading the complaint and the notes in the computer, the patient is having an issue with image one on top of each other.

  Both option A and B were offered to the patient.
  Option 1 - This issue can be corrected with a slab off prism ground into a new lens which would cost the patient $200 out of pocket since it is not covered with the insurance.
  Option 2 - Make two separate pairs, one for distance and one for reading. We offered this at no charge, but the patient declined, stating she wanted bifocals.

  
  The issue of feeling there is a permanent smudge. There is not a smudge on the glasses, this is more than likely due to the Yag evaluation the Dr. had recommended.
  Resolution: To correct this the patient needs to go back to the Doctor who performed the cataract surgery to have this looked at.

  
  Comments: There is a significant change between the old Left eye and new left eye. ************************* will call the patient and offer the options again to her, that ***** offered to the patient. He will also reiterate to have the Yag evaluation done.
  

  10/16/2023 11:55 AM Left message asking patient to return my call. I am happy to see if I can help with the issue, but until I talk to the patient I can only go off the information that was provided and notes that we have in the computer.