Wise Eyes Optical

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and although the contact lens exam was complete years ago and I went through all the steps of making sure of a good fit, the Dris making a point to change the contact lens's with no substantial reasoning #a ripping/tearing issue was explained (by me) that it was the way I was cleaning them and that I "wasted" a lot of contacts this way #my being allergic to SOME antibiotics and being cautious that if I were to get an eye infection she would not be able to treat it these are not reasons #I would suggest that you go over cleaning of contact lens's with your patients so money is not thrown down the drain and #I was asked if there were antibiotics that I am able to take and I responded with YES, so there are treatments available which I would see my Primary Doctor for So, my contact lens exam and fitting for the contacts was done years ago As long as there are no issues with that actual contact themselves I should not have had to repeat the process Just the exam to get my new prescription She did the exam, checked my eyes and would not release the prescription that I paid for As all of this is irrelevant now, Wise Eyes Optical has issued me a full refund for the exam so that I now have to go elsewhere to get the same thing done that I already had done and paid for I would like to add that I hope you treat your patients with a little more respect for what they want, since it is their money and their eyes you are dealing with I would hope that you are not so pushy with every patient of yours as you have been with me the two times I have had appointments What makes a GREAT DOCTOR is how you treat your patients The atmosphere is tainted the minute you walk through the doors and then just declines from there This is not a comfortable place at all and I hope that in the future you are able to turn this around! Regards, [redacted]

Wise Eyes Optical has been working with Mrs*** in regards to this issue with her eyeglasses. I first reached out to Mrs*** on Monday October 27, two days after the incident in our Altoona office. We take any negative response to our service as very serious and needed to
personally speak with the staff members about the incident. We have verified that our staff followed all optical protocol in assisting Mrs*** with her existing eyeglasses. However, we were unable to verify any damage prior the handling of her glasses and have offered her a complete pair of replacement lenses equal in design, style and material to resolve the issue. We have submitted to Mrs*** our offer for the replacement lenses to be made by our optical lab at no cost to her. She would only need to provide the frame and a valid optical Rx to any one of our six locations located in Pennsylvania. We will not agree on a monetary payment directly to her or any other optical retailer, we feel that resolving this matter as quickly as possible is in the best interest of both parties. Wise Eyes Optical strives for excellent optical service and has been providing quality vision care for over years. If there are any further questions please feel free to contact us
Thank You,
*** ***, General Manager
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and although the contact lens exam was complete 3 years ago and I went through all the steps of making sure of a good fit, the Dr. is making a point to change the contact lens's with no substantial reasoning.  #1 a ripping/tearing issue was explained (by me) that it was the way I was cleaning them and that I "wasted" a lot of contacts this way.  #2 my being allergic to SOME antibiotics and being cautious that if I were to get an eye infection she would not be able to treat it.  these are not reasons.  #1 I would suggest that you go over cleaning of contact lens's with your patients so money is not thrown down the drain and #2 I was asked if there were antibiotics that I am able to take and I responded with YES, so there are treatments available which I would see my Primary Doctor for.  So, my contact lens exam and fitting for the contacts was done 3 years ago.  As long as there are no issues with that actual contact themselves I should not have had to repeat the process.  Just the exam to get my new prescription.  She did the exam, checked my eyes and would not release the prescription that I paid for.  As all of this is irrelevant now, Wise Eyes Optical has issued me a full refund for the exam so that I now have to go elsewhere to get the same thing done that I already had done and paid for.  I would like to add that I hope you treat your patients with a little more respect for what they want, since it is their money and their eyes you are dealing with.  I would hope that you are not so pushy with every patient of yours as you have been with me the two times I have had appointments.  What makes a GREAT DOCTOR is how you treat your patients.  The atmosphere is tainted the minute you walk through the doors and then just declines from there.  This is not a comfortable place at all and I hope that in the future you are able to turn this around! 
Regards,
[redacted]

ID: [redacted] Contact lenses are medical devices.  A contact lens exam and evaluation is a process which often involves ordering trial lenses, a short trial wear period with those lenses and a final evaluation on another visit to ensure optimal vision and eye health. If those lenses are found to...

be satisfactory, then and only then is the contact evaluation and exam complete.  Per our board regulations and office policy, a contact lens prescription is released at the conclusion of the fitting process. We ordered trial contacts for the patient and would be happy to write the prescription at the conclusion of the fit. This is in our patient’s best interest and in line with our profession regulations and standard of care.  At this point, the process has not been completed so there is no contact lens prescription available yet.  Due to patient confidentiality, without a signed release from [redacted], I am unable to provide further details on [redacted]’s examination.

Review: I visited Wise Eyes store in Altoona this morning with a prescription in hand looking to buy a new pair of clear glasses and a pair of sunglasses. My husband was with me, and he, too, had a prescription and needs new glasses because his script has changed considerably. Mine had not, so I was mulling over my options when I asked a second assistant in the store if she would adjust my current eyeglasses. I mentioned that I probably would just get sunglasses alone since there was nothing wrong with my current eyeglasses. She returned my glasses and I put them on and my vision was blurry. She took them back and cleaned them some more and looked at them and said they had the "eggshell" effect that happens over time when the coating wears off. I said they were fine when I walked in to the store. But now, there is like a big glob of smearing in the middle and they are ruined. Both assistants said they did not cause the glasses to be ruined and suggested that I was lying. I am an honest person. If the glasses were not good, I would been in there quick to buy a new pair. But they were fine when I went in to the store and were ruined when I left. I asked what they were going to do to make it right. The assistant said she would call her manager and call me later. She called me later today and reiterated what she said in the store that they had done nothing wrong and would not be doing anything to correct my necessary prescription eyeglasses that they ruined.Desired Settlement: They need to replace my lenses that they ruined.

Business

Response:

Wise Eyes Optical has been working with Mrs. [redacted] in regards to this issue with her eyeglasses. I first reached out to Mrs. [redacted] on Monday October 27, 2014 two days after the incident in our Altoona office. We take any negative response to our service as very serious and needed to personally speak with the staff members about the incident. We have verified that our staff followed all optical protocol in assisting Mrs. [redacted] with her existing eyeglasses. However, we were unable to verify any damage prior the handling of her glasses and have offered her a complete pair of replacement lenses equal in design, style and material to resolve the issue. We have submitted to Mrs. [redacted] our offer for the replacement lenses to be made by our optical lab at no cost to her. She would only need to provide the frame and a valid optical Rx to any one of our six locations located in Pennsylvania. We will not agree on a monetary payment directly to her or any other optical retailer, we feel that resolving this matter as quickly as possible is in the best interest of both parties. Wise Eyes Optical strives for excellent optical service and has been providing quality vision care for over 35 years. If there are any further questions please feel free to contact us.

Thank You,

[redacted], General Manager

Review: I was in for my contact lens appointment yesterday, March 31, 2015. I do not have eye insurance, I have a discount plan and receive 10% off my exam. So, I paid $89.25 to have my exam. We went over everything in my exam and the eye Dr. decided she was going to change my contacts to the daily disposables. She would have to order the trial pair in and then I go in and try them on, wear them a few days and go back and she will check them to make sure everything is ok. I told them before leaving I wanted a copy of my prescription. They gave it to me and I left. After getting back to work I found out that they only gave me the prescription for my eye glasses - NOT my contact prescription. I called and asked if they could give me a trial contact for my right eye of the old prescription just to get me through the night. I never heard back from them so about 5:10 I called back. She proceeded to tell me they were basically extremely busy and she didn't get to check with the Dr. I told her I would be in in the morning to pick up my prescription and she told me I could do that IF it was ok with the Dr. I told her it is not up to the Dr. I paid for that and it is MY prescription. All in all after phone calls back and forth and the secretary talking to the Dr. she told me that the two reasons she is switching my contacts and not letting me stay with what I had before is #1 - the ripping/tearing issues (which is because I was rubbing between my pointer finger and thumb and told her I wasted a lot by doing that because I didn't know) and #2 - because I had a few health issues and I am allergic to some antibiotics (she did ask me if there ones I could take and I told her yes) and she fears if I get an infection she wouldn't be able to take care of it???? (which I would go to my Dr regarding ANY infection - NOT her). So, all in all she gave me the options of #1 I can go in and get a refund for the "fit" fee-which is 40 some dollars or do what she says and THEN get my prescription!!!Desired Settlement: I want my contact lens prescription that I already paid for or I want a FULL refund so that I may go to a DIFFERENT Eye Dr. and pay for a new exam to get my prescription!

Business

Response:

ID: [redacted] Contact lenses are medical devices. A contact lens exam and evaluation is a process which often involves ordering trial lenses, a short trial wear period with those lenses and a final evaluation on another visit to ensure optimal vision and eye health. If those lenses are found to be satisfactory, then and only then is the contact evaluation and exam complete. Per our board regulations and office policy, a contact lens prescription is released at the conclusion of the fitting process. We ordered trial contacts for the patient and would be happy to write the prescription at the conclusion of the fit. This is in our patient’s best interest and in line with our profession regulations and standard of care. At this point, the process has not been completed so there is no contact lens prescription available yet. Due to patient confidentiality, without a signed release from [redacted], I am unable to provide further details on [redacted]’s examination.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and although the contact lens exam was complete 3 years ago and I went through all the steps of making sure of a good fit, the Dr. is making a point to change the contact lens's with no substantial reasoning. #1 a ripping/tearing issue was explained (by me) that it was the way I was cleaning them and that I "wasted" a lot of contacts this way. #2 my being allergic to SOME antibiotics and being cautious that if I were to get an eye infection she would not be able to treat it. these are not reasons. #1 I would suggest that you go over cleaning of contact lens's with your patients so money is not thrown down the drain and #2 I was asked if there were antibiotics that I am able to take and I responded with YES, so there are treatments available which I would see my Primary Doctor for. So, my contact lens exam and fitting for the contacts was done 3 years ago. As long as there are no issues with that actual contact themselves I should not have had to repeat the process. Just the exam to get my new prescription. She did the exam, checked my eyes and would not release the prescription that I paid for. As all of this is irrelevant now, Wise Eyes Optical has issued me a full refund for the exam so that I now have to go elsewhere to get the same thing done that I already had done and paid for. I would like to add that I hope you treat your patients with a little more respect for what they want, since it is their money and their eyes you are dealing with. I would hope that you are not so pushy with every patient of yours as you have been with me the two times I have had appointments. What makes a GREAT DOCTOR is how you treat your patients. The atmosphere is tainted the minute you walk through the doors and then just declines from there. This is not a comfortable place at all and I hope that in the future you are able to turn this around!

Regards,