Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/03/2024

  Type:Customer Service 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.

  No I havent heard from the company at allnnecessary, to which she dismissively responded, "Thank You." This response further exemplified her lack of professionalism and courtesy.******** conduct sets a very negative tone that does not reflect the generally fantastic customer service I have experienced at your store with *********** and the other associates who are so warm and welcoming and professional. During my eye exam intake she didnt explain what Im doing when shes taking pictures of my eyes or how to position my head she was just tryna get thru her day and gave me the feel she wasnt interested in anything shes doing. Due to her rude behavior, I regret to say that I will not be using this location again.I hope you take this complaint seriously and address the issue with *******, as her behavior is detrimental to the otherwise excellent reputation of your store.Thank you for your attention to this matter.Regards,Oshane

  Business Response

  Date: 06/16/2024

  I have attempted to download my response.  It is a PDF format.  Let me know if it hasn't downloaded.

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21795629
  
  I do not accept the business's response as a resolution to my complaint because: See response in PDF attached.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/20/2024

  06/07/2024 To ****************** at the Better Business Bureau My name is Dr. ******************** Abrams, the owner and proprietor of Dr. ******************** Abrams and Associates. While I was not there on the day in question of Oshanes exam, I consulted with the acting store manager, the attending optometrist ************, and my technician ******** to put together the story from their points of view. I take all complaints regarding care received by this business very seriously, and will gladly provide all the information I am able to. We all believe that ******* account of the events is very misconstrued, over exaggerated, and slanderous to this medical office. I plan to acknowledge several points that deserve context. Firstly, in regards to Oshanes appointment time and how he felt it was very frustrating that he waited 8 minutes to be checked in for his 12:30 appointment. ****** has been seen by this office for routine exams on 11/26/22 and 01/19/24, both times he had rescheduled his appointment one or multiple times. Each of these appointments he had rescheduled within 24 hours of or on the same day of the appointment. While we do not charge a rescheduling or cancellation fee, the staff and doctors do take notice when a patient changes their appointment time without proper notice. Therefore, when we noticed ****** scheduled himself an eye exam on 6/3/24 for 12pm, my staff were confused as to the nature of the visit, as he already had a full exam on 1/19/24. Typically patients do not schedule more than once during a 12 month period. Our office called ****** to discuss the reason for the visit, and he did not call us back with a response. The office then tried calling again the morning of the appointment, and again he did not respond. This lack of response is important as often patients will schedule a routine exam online, however their problem may be much more medical or specific. These medical based exams are billed differently and are put in different time slots than the routine exams, but without ****** reaching out to us to discuss any changes he was experiencing, we left his appointment in the 12pm time slot. At 11:48am on 6/3/24, he rescheduled his appointment to then take place at 12:30pm. This 12 minute notice for a reschedule was once again not met with any late fees or different treatment from our office. Had he shown up for his 12pm time slot, he would have been taken in right away. However, we had a patient at 12:15pm with whom the doctor had to have a conversation regarding his bodily health and the state of his eyes. When ****** checked in for his now 12:30pm appointment, he said the reason for his visit was because of changes in how dry his eyes were secondary to a recent change in medication. Our tech ******** is trained to ask the doctor how to proceed with the billing for these appointments when it is clear that the exam is more complicated than a simple routine exam. We try to avoid interrupting current exams for this, and because ************ was working with the 12:15pm patient, she waited several minutes before consulting him regarding how to proceed with ******* check in. He became rather irritated that there was any wait at all. He also became disgruntled after being told his fee for the exam that day, and when he asked ******** what exactly he was paying for, she responded to say something along the lines of you are being charged for the exam that you scheduled with ************. Had ****** contacted our office, or responded to our multiple inquiries regarding thenature of the visit, we would have known how to bill the exam appropriately at his time of check in. He was checked in at 12:38 and was then brought through our pre testing equipment. In Oshanes complaint, he states that he found ********* behavior to be rude and lacking professionalism and courtesy. ************ and our store manager directly contest this as they were able to overhear his check in process. ******** acted with the same level of professionalism that every other patient receives, explained the fee for the exam, and helped him through the process in a timely manner. ****** complained further that she did not explain the purpose of the photos she was taking with our pre testing equipment. He has previously been seen by our office for routine visits twice before this encounter, and so he should have been familiar with our intake process. Additionally, our technicians are trained to not comment on the photographs of patients' eyes. Any questions the patients have regarding the quality of the photos are met with the tech saying the doctor will go over the results with you. This is for liability as the technicians are not trained to interpret the diagnostic photos themselves and they do not hold professional degrees. A further point of clarification that I think is required, is when he complains about Scarletts behavior in comparison to the customer service he receives from ************ and the rest of the store associates. He states that we are warm and welcoming and professional which is true, however this is not the first time that ****** has made complaints about our staff or services. At a previous exam, he wanted to try becoming a contact lens wearer. This means that in order to leave with sample contacts, a patient must successfully put them in their eyes and take them out under the instruction of a doctor or technician. After working directly with ************ and ******** during his 2022 exam, he was able to do this successfully after a rather lengthy training session. However he canceled his follow up appointment and therefore did not receive a final contact lens prescription at that time. He would then go on to schedule another attempt at training for wearing contacts for ******* of 2024. He once again succeeded with the training thanks to the diligent help of ************ and ********. Succeeding after previous failures to become a contact lens wearer is typically a cause for celebration, however ****** took the opportunity to complain about our store and services in an online review stating that he felt rushed during the appointment and that we did not do as good of a job as he would have liked. Myself, ************, and the store manager all remember seeing this review, however it seems it has since been deleted and we are not able to directly quote it. It is without question that he received the same level of care and hands on training that all other patients receive during this exam. In an interaction with our store manager, at one point he became incredulous on the sales floor because he asked her for a complimentary bottle of water and she said we do not have any to offer to patients or clients. He responded in a way that made her feel very uncomfortable and out of place. Based on his previous history of complaints, I believe that ****** will exaggerate details of an encounter to make himself seem to be the victim regardless of the quality of services that he received. Lastly, in his complaint he goes on to leave out certain details of his interaction with our technician ******** in the food court of the mall. While I believe this has no traction or weight in a complaint with the Better Business Bureau, this will be addressed as well as it is insulting to thecharacter of our staff member. From Scarletts point of view, she was directly behind ****** and his companions while in line at ************** ****** and his group had finished their interaction with the cashier, however they were not moving to the side to allow other customers to step up and order. ******** did not know this was ****** as she only saw his back, but she merely asked him if he was done ordering so that she could step up and order her food. There were more people in line behind her as well and so their transactions were being held up. Its likely that ****** did not realize this as he did not turn around until ******** initiated conversation, however I believe his response to call this behavior rude is greatly exaggerated. Any reasonable person can ask the person in front of them at a fast food counter if they are done with their order, especially in a fast paced environment such as this food court. In summation, this complaint seems incredibly out of place for the Better Business Bureau to have been involved. The complaint itself seems to boil down to ****** didnt like how he was treated during the exam and afterward, even though he received appropriate medical care in a timely fashion. I think this is absolutely unfounded as both the acting manager that day and the doctor on staff have a history of dealing with ******* responses to otherwise very accommodating behavior. He was treated like all of our other patients, and because he did not communicate with our office in a timely manner regarding the nature of his appointment, there were things that needed to be confirmed before he was taken back for his exam. I would like both his ****** reviews on the ****** page of my business and the review he left on our website to be removed, as they are slanderous and do not accurately represent the quality of care that was provided. Sincerely, Dr. ******************** Abrams NH0758