Visual Eyes

Review: I went and purchased prescription sunglasses from this company. While there, I inquired as to the wait time on receipt of the lens. Both the eye doctor and the person who fits you for the glasses assured me that the receipt window is 7-10 days, at most.After 14 days, I called the company to inquire about the lenses. I was advised that I would receive them within the next three days. After waiting for the three days (now 17 days out), I again contact the company. I was told that the glasses would be received the following day. Each day I called, I was told "they will be here tomorrow" which carried on through day twenty-one.On day twenty-one, I personally went into the office and inquired about the glasses. I was told they would be received by the close of business, which they were not. At that time, I requested a refund.A few days following my request, I received the refund and requested a copy of my medical records. The receptionist stated that she would send them first electronically, then the following day, stated she would send them via standard mail. Some ten days later, I still have not received my records.Desired Settlement: I would like to receive my full and complete medical records, as well as a refund to my insurance company. Due to their failures in service, I used my one-time visual appointment from my insurance company, but did not receive any frames.

Business

Response:

November 15, 2013

RE: ID#[redacted]

On August 22, 2013 patient came into our office and purchased prescription sunglasses. Our turn around time policy for prescription glasses is 10-14 business days. Glasses were ready for pick-up on the 14th business day but patient was unable to pick them up because she needed them for an out of town trip. Patient requested a refund and that the request be sent immediately with patients email attached to the request to make sure it was sent. Patient received confirmation of rcceipt of request sent to the corporate billing office. On September 13,2013 patient received a copy of the receipt showing her card was refunded back to full amount paid for the glasses. On September 17, 2013 patient requested a copy of their medical records. We let the patient know that our scanner was down and that we would send them via mail. On September 27,2013 patient sent an email stating they did not receive there medical records via mail. At that time our scanner was fixed and we were able to send them via email. Then the patient emailed us back and said we did not send the complete record. We re-sent the complete record and did not get a response from the patient but did get the response that the email was open and viewed.

After further investigation we are unable to return the patienfs benefits back to her insurance company because we did not use any benefits for the glasses. Patient has a discount plan that does not require any claim submission for materials and there is no reimbursement for us. We only collect what the patient pays and all money has been returned to the patient.

Thanks,

Visual Eyes

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would like it noted, however, they lied about the dates. My glasses were not ready on the 14th day-- which is why some 20+ days later, I requested the refund. Further, I believe that the statement regarding no charge to my insurance company to be incorrect. As when I was paying for my glasses, there was a column that I would be charged and a column for what the insurance company would be charged.

Thank you for your efforts.

Regards,