ComplaintsforMt Baker Vision Imaging Clinic
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Complaint Details
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Initial Complaint
11/07/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On November 2, 2023 I went to Mt. Baker Vision Clinic in ******, ** for an eye exam to obtain a prescription for eyeglasses. After my appointment I requested a copy of my prescription and was given a partial prescription that is not usable to purchase eyeglasses. The prescription did not give me my Pupillary Distance (PD) numbers. Without these numbers the prescription is incomplete. I expressed my dissatisfaction at the time of my visit and also spoke to the clinic's office manager the next day. I explained that I wanted to have the PD numbers added to my prescription. I was told, "no we don't give out that information." I paid a $20 copay for this visit but my insurance company will probably pay the remaining balance. I have reported this to my insurance company as well. I believe this is a complete "scam" that this business is using in order to require people to purchase eyeglasses from their business. ***************************Business response
12/11/2023
Were very sorry, *****, that there seems to have been a misunderstanding about your pupillary distance measurements. ********** of ******, *************, and ********** require this measurement to be given with a patients prescription. We choose not to give this measurement out, as well as several other measurements (i.e., vertex distance, pantoscopic tilt angles, and wrap), as they are specific to how the frame fits on each patients face (for instance, measurements might vary from frame-to-frame if a patients nose is crooked or their brows are asymmetric), as well as the task the glasses are performing (i.e., distance-only, bifocal, or office-design). We make our glasses so customized to each individual patient that each of those measurements may change depending on the patients needs and frame choice. Were very happy to comply with all state law, and by having the clinic where you purchase your frame take all these specific measurements once the frame is adjusted for your face will ensure optimized visual efficiency and experience from your eyewear.
***************************Customer response
12/12/2023
Complaint: 20838263
I am rejecting this response because: I have never had an optician refuse to give me my PD numbers. The measurement was taken before any selection of glasses was made. Thus, it obviously does not matter to the glasses selection. I will continue to talk to others about this illegitimate business practice.
Sincerely,
***************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.