Park Optical

Review: I am still furious. I have paid almost $600 plus insurance and I still have flawed glasses and no contacts.My lenses had to be ordered twice and they are still unacceptable. The first time I was blamed and the second time I was met with a rude, extremely unprofessional and [redacted] owner.The 2nd time I had to go back it was [redacted] who 'helped' me. I told him I was very unhappy b/c this was the second pair of lenses and they were wrong again. As I was explaining the problems, he kept interrupting me. The first time was to tell me that all progressives have 'markings' on them. I replied that I have never had markings on any of the past 12 progressive lenses I have had and that progressives are meant to be 'invisible.' He raised his voice and retorted "Oh so now you know better than me,' this while he was walking away from me and continuing with his very loud nasty talk to me. When he returned with my glasses from the UV machine they were dark. I told him that they had never gotten anywhere near that dark and asked why. He continued his rant about how long he had worked in the Industry and how he knew more than me about glasses and bifocals.While I was speaking with the receptionist in order to get my prescriptions He came back to me. This time yelling about the bifocal markings and with a book. I asked him to leave b/c he was rude and he finally took a couple of steps away, turned back to me and said "I understand, I have 4 sisters!" I stopped and stared at him waiting for him to either walk away or who knows what. I finally spoke, saying "I don't know what you mean by 'you understand, you have 4 sisters' but I'm sure I could guess. However I had no desire to engage with such a rude, unprofessional, and obviously[redacted] and that he needed to get away from me before things escalated.' He finally left. I was livid but I took my prescriptions, thanked the receptionist and left.Desired Settlement: I would like a full refund on the glasses - as they are not proper, on the contacts and fitting - as I don't have any and the fitting was not able to be completed, and for the amount my insurance paid - as they shouldn't have to pay for anything that was done properly.

Business

Response:

Response to patient complaint (ID# [redacted])

History:

• May **, 2013 ·The patient was seen by the optometrist, for a complete eye examination.

• June ** 2013 - The patient was seen by optometrist for a contact lens fitting

• June **, 2013 - The patient was seen by the optometrist, for a contact lens fitting visit.

• Patient was directed to come back for a third contact lens fitting the week of June **. (The specialized,

custom contact lens trial was ordered for her and patient was called on 6/**. 2013: patient did not return for visit)

• 7/**/2013, Patient came to the office stating that she was extremely upset that her glasses were not working properly.

She demanded her prescriptions and was given them, although the contact lens prescription had not been finalized.

Complaints:

• June **, 2013 patient's initial eyeglass lenses arrived without Transitions lens coating on them. The patient was able to wear

those lenses in her eyeglass frame until her lenses with Transitions arrived.

• 6/**/2013 - New lenses dispensed.

• July **, 2013. Patient came into the office. Her initial demeanor was of frustration and anger.

o Her initial complaint was that the Progressive lenses that she purchased have

markings on them.

I explained to her that all progressive lenses have markings on them, this is the identifying marker and is industry standard.

The patient was not satisfied with this answer, stating that her previous 12 pair of lenses did not have markings on them. She was

very tense and I was not sure what else I could tell her. I offered to show her the book we use in our industry to identify which

progressive lenses a patient is wearing and she became more agitated.

-her second complaint was that her transitions did not get dark enough.

As a method of troubleshooting the problem. I took the glasses and places them under the UV lighting system, provided by transitions,

to check or demonstrate the product.

The lenses in fact did turn dark. When the darkened lenses were presented to the patient, she became angrier and insisted that they "did

not get that dark for her." In addition, I offered to order her new lenses with Extra Active Transition; (these lenses darken

more deeply); ;he refused. She was very angry that I was able to make the lenses dark with the UV box and accused me of being

condescending immediately.

After being yelled at by the patient, and being called sexist, I responded that" I have four sister'', as a way of communicating to her that

I would never be condescending or sexist to women, as I would not want my sisters to ever be treated in such a manner. She was agitated

and loud. The situation escalated to name calling on her part. This was witnessed by my staff and patients who were in the office. She

was never threatened or yelled at.

Lastly, the patient never asked for her money back at any point until now. I have already paid for the frame and lenses; however, if the

patient returns the frame and lenses, I would be happy to refund her the total of $473.00 ($20, eyeglass co-pay, $120, progressive lens

co-pay, $115, lens High Index; $75, Anti Reflective Charge; $143, frame overage.) I would then donate that frame to a charity. Any additional

monies paid by the patient were allocated to the professional fees of the doctor.

I feel badly that we were not able to satisfy, patient, however, if you look at our past history. We are a third generation family business

for over 50 years. We currently have approximately 200 reviews and our customer satisfaction rate is 99.6 percent. This is higher than the

industry standard. We are extremely proud of the work that we do and of our reputation. We work diligently to provide the highest customer

service, and are continually working to offer our patients the best eye care there is to offer.

If you require additional information, please do not hesitate to contact me.

Sincerely.