Fred William Stellhorn,o.d.

The patient purchased her son's sports glasses, and at the time we did not have the case that goes along with his glassesThe case was order and sent to the patient's address provided us on her information sheet on 8/16/16, but an apartment/space number was not put on the package because it was not
provided to us on her information sheetWe believe that that is why the patient didn't receive the casePatient was called on 4/and a message was left informing her that the type of contact lens she wanted was not available, on 5/2/another voice message was left informing her that we could not get the Unilens contact lens she wanted in her Rx, however, we could go over other alternative with herOn 5/10/another voice message was left stating that we could get her contact lens through another lab0n 7/22/patient called the office very upset about her son's glass case, the case was sent on 8/16/as noted aboveOn 8/9/the patient came into the office very upset over son's glass case, and not being able to get her contactlensOur office left messages for her to call us so that we could order an alternative lens, but on those occasions, we did not get a return call from herRegarding her son's glasses case, we are sending him another case with the apartment/space number included. We are more than happy to order her her contact lenses for her but we need her to approval on the alternative lens we found for herOn 9/21/I left her a voice message asking her to contact me so we can order her contact lenses, and to apologize for this mishap

I am rejecting this response because:What I am asking for is my prescription for glasses because at this point in the year it doesn't make sense to get the contacts since I will be unable to wear them becuase of my health issues. The messages they left were on a wrong phone number and apparently they only tried calling that one numbe not the home number or anything else. I will gladly pick up all the things on Wednesday the 28th as my sons glasses need to get repaired also.

Tell us why here.. We truly regret this serious and unfortunate situation, and our poor response time to this patient’s needs. This case is not indicative of how we care for our patients, and I hoped the patient would allow us to rectify the situation. I spoke to the patient on 9/23/16 and apologized for this happenstance. However, unfortunately the patient does not wish to continue with us. She said she will be in on Wednesday 9/28 to pick up her son’s case, and get her son’s nose pad fixed and to get her Rx.

Review: I went to get lenses for my prescription. I ordered ZEISS lenses paid for it. I have the receipt to prove it :). I was told that they will call me to let me know when glasses arrive.I never got the call but I went there about after three(3) weeks But they tried to push some other lenses first saying it was zeiss and they don't have certificate of authenticity. then they said I ordered incorrect. then once I produced the order that has clearly ZEISS written on it.They said they would reorder it. I got the call on 02/14th to pick up but I was not able.I went to pick up on 02/20. they showed me the invoice and gave me the certificate of authenticity. But the lens don't have the laser engraving that's suppose to have.I didn't feel like arguing anymore. its been 2 months.Desired Settlement: I think I gave them a fair chance to correct their mistake the first time.Second time also they gave me some other lenses not the ZEISS since the glasses don't have the engraving for it.I would like them to refund so that I can go somewhere else.

Business

Response:

on 12-31-2013 Mr. [redacted] came into our office and purchased a pair of prescription glasses. He put a deposit down and came in on 1-6-2014 to finish paying for the glasses. Mr. [redacted] has an insurance that requires us to send to only their labs, which means if a patient wants a brand name lens like Zeiss then the lab must out source and this can take up to 3 weeks to come into our office . When we made the first set of lenses we did change to a lens that is comparable to the Ziess lens. To address the issue that we did not call Mr. [redacted] our system shows that the glasses came in on 1-23-2014 and we called him that same day. Regarding the first pair not being what he ordered, there was a miss communication between our staff, and when Mr. [redacted] was unhappy with the change in lens brands we sent the lenses back to the lab and requested the brand name lenses Zeiss individual. We were willing to make the changes to fix the mistake. On 2-14-2014 the second set of lenses came in and had a certificate of authenticity and there were water marks on the lenses. In addition the invoice from lab states that the lenses are Zeiss individual lenses. The water marks are hard to find due to the past complaints from other patients stating that the markings are too deep and obstruct their vision. Mr. [redacted] did not believe us and so to try to make him happy we sent the lenses back a third time to have the water marks deeper so he will be able to see them. Other than the water marks there is nothing wrong with the lenses or frame. They came in from the lab on 3-4-2014 and he has still not picked them up. To this date we have tried everything in our power to make him happy, he is unwilling to believe that we have provided him with what he wanted even with the proof of an invoice, a certificate of authenticity, and water marks in his lenses. We will not be reimbursing Mr. [redacted] because we have provided him with Zeiss individual prescription lenses that he requested. We have spoken to his insurance carrier and we have been instructed inform him to contact VSP directly if he is unwilling to pick up the third set of lenses that we made for him.

I went to get lenses for my prescription. I ordered ZEISS lenses paid for it. I have the receipt to prove it :). I was told that they will call me to let me know when glasses arrive.I never got the call but I went there about after three(3) weeks But they tried to push some other lenses first saying it was zeiss and they don't have certificate of authenticity. then they said I ordered incorrect. then once I produced the order that has clearly ZEISS written on it.They said they would reorder it. I got the call on 02/14th to pick up but I was not able.I went to pick up on 02/20. they showed me the invoice and gave me the certificate of authenticity. But the lens don't have the laser engraving that's suppose to have.I didn't feel like arguing anymore. its been 2 months.