Access Eyecare Optometry

Dear [redacted],Enclosed please find my response to the letter. On June 29th. the patient had an eye exam and contact lens service andordered glasses in our office but did not order contacts. The patient was infom1ed regarding her insurance benefit andcapay. She was also informed regarding her...

material benefits. She can either use her material benefit toward glasses orcontacts but not both. She fully understood and decided to use her material benefits toward glasses. She informed us atthat time that her Insurance benefits begins every July/August. so she wanted to order the glasses prior to the deadlineand the contacts after.Our office was closed July 4th through July 8th for the holidays, which she was informed of on her appointment on June29th.The patient came into our office July 12th, had no complaints and was fitted with her glasses. Patient's vision was 20/20with glasses and contacts. When asked about contacts, she said she was not sure yet.On August 4th she called our oftice to check her insurance benefit for contacts, and in fact, she was not eligible untilJanuary 2016. At that time she asked us how many types of contacts are out there and their prices. For the first time shetold me that the pair (trial) she got on June 29th wa.s no good. Those contnct lenses were now over o month old w1dshould have been disposed. Patient stated that she would like another fitting for a different type of contacts. She wasinformed another fittinfl; was not needed but if she had a brand in mind, we would be glad to give her a trial pair providedit's available in her prescription. She said her sister wears some contact, which she would like to try, but she would notgive the name.On August 5th she came in to the office with no contacts. Patient demanded a different fitting with a different pair ofcontacts. She received a 2nd pair of trial lenses. Incidentally, I noticed that she was putting her contact lenses inside out.So I demonstrated the care and proper insertion of contacts. At that time she mention she has trouble telling if the lens isinside out and that she has a history of dry eyes, especially towards the end of the day. I recommended eye drops to helptreat her dry eyes. 1 gave her a pair of trial lenses specifically to address all her issues. [ also informed her that she needsto decide which contact lenses she wanted, so I could write a prescription for her.This process was repeated on August 13th with the same issues. The Patient stated that she wanted a different brand, butdidn't have a specific brand in mind.Contact lens tittlnglevafuation is done strictly based on patient's eye measurements and prescriptions and not by b·ial anderror. I have mailed her a contact lens prescription with her measurements. We take great pride in patient care and hopeall of our patients are happy with our services. Due to these circumstances we have given the patient the freedom tochoose the best eye care available by mailing her contact lens prescription with her measurements to her home. She mayget any type, anywhere she wishes as long as they meet her specifics. If you have any questions feel free to contact me at[redacted].Warm Regards,[redacted]

Review: The proprietor of Access Eyecare Optometry just hung up on me when she didn't like the fact that I questioned her business ethics and manner of saying one thing then doing another. She apprised me that I could pay over time while I was having the eye screening, but changed it to I had to pay upfront when the glasses arrived in order to take them home. She said the glasses might be ready today (5 days after she submitted the order) since she was calling them in with a "rush" order. When I called today, she said it normally takes 7-10 days, and became upset when I reminded her that Friday she told me they might be in today. When I questioned her telling me one thing then doing another, she got angry and hung up on me. I called her back to ask if she belonged to the Revdex.com and she said yes. I told her how offensive it is to be hung up on, then asked if she could have the lab mail my fully paid glasses to me, so I wouldn't have to go to her shop again. She said no and hung up on me a second time.Desired Settlement: If possible, I'd like for the proprietor to know that I filed the complaint, and for her to be reminded that most proprietors find it distasteful to be hung up on, and so do most clientele. Thank you for your intervention in this matter.

Review: I had an eye exam done at the location in complaint. I was misinformed about my insurance benefits which caused me to not be able to get coverage for contacts. I was also given a trial pair of contacts to wear. After a few days I contacted to doctor to let her know I did not like the contacts and that I would like to get a different pair. She did not return my call, I left her 3 messages and stopped by the office to find a note on the door saying she will be out of town. After she came back and I called her again she asked me if I was ready to order contacts. I told her " I'm not sure which brand to get because I was not happy with the ones she fitted me." I once again went into her office wearing the contacts and she told me to give it a couple more days then to call her. I did as she asked. I have since called her twice and went into her office to get different contacts. She said that if I don't like this new pair she then I have to once again pay for a contact fitting and visit because it has been more than 30 days since my 1st fitting.Desired Settlement: I would like the doctor to fit me with contacts that I am conferrable with regardless of how many different trials it takes. The fact that she went on a week and a half vacation right after she took me on as a client but told me to come back if the contacts didn't fit. I was unable to come back and I waited even longer for a different pair because she told me to. I followed her instructions which is why it has been longer than 30 days.

Business

Response:

Dear [redacted],Enclosed please find my response to the letter. On June 29th. the patient had an eye exam and contact lens service andordered glasses in our office but did not order contacts. The patient was infom1ed regarding her insurance benefit andcapay. She was also informed regarding her material benefits. She can either use her material benefit toward glasses orcontacts but not both. She fully understood and decided to use her material benefits toward glasses. She informed us atthat time that her Insurance benefits begins every July/August. so she wanted to order the glasses prior to the deadlineand the contacts after.Our office was closed July 4th through July 8th for the holidays, which she was informed of on her appointment on June29th.The patient came into our office July 12th, had no complaints and was fitted with her glasses. Patient's vision was 20/20with glasses and contacts. When asked about contacts, she said she was not sure yet.On August 4th she called our oftice to check her insurance benefit for contacts, and in fact, she was not eligible untilJanuary 2016. At that time she asked us how many types of contacts are out there and their prices. For the first time shetold me that the pair (trial) she got on June 29th wa.s no good. Those contnct lenses were now over o month old w1dshould have been disposed. Patient stated that she would like another fitting for a different type of contacts. She wasinformed another fittinfl; was not needed but if she had a brand in mind, we would be glad to give her a trial pair providedit's available in her prescription. She said her sister wears some contact, which she would like to try, but she would notgive the name.On August 5th she came in to the office with no contacts. Patient demanded a different fitting with a different pair ofcontacts. She received a 2nd pair of trial lenses. Incidentally, I noticed that she was putting her contact lenses inside out.So I demonstrated the care and proper insertion of contacts. At that time she mention she has trouble telling if the lens isinside out and that she has a history of dry eyes, especially towards the end of the day. I recommended eye drops to helptreat her dry eyes. 1 gave her a pair of trial lenses specifically to address all her issues. [ also informed her that she needsto decide which contact lenses she wanted, so I could write a prescription for her.This process was repeated on August 13th with the same issues. The Patient stated that she wanted a different brand, butdidn't have a specific brand in mind.Contact lens tittlnglevafuation is done strictly based on patient's eye measurements and prescriptions and not by b·ial anderror. I have mailed her a contact lens prescription with her measurements. We take great pride in patient care and hopeall of our patients are happy with our services. Due to these circumstances we have given the patient the freedom tochoose the best eye care available by mailing her contact lens prescription with her measurements to her home. She mayget any type, anywhere she wishes as long as they meet her specifics. If you have any questions feel free to contact me at[redacted].Warm Regards,[redacted]