In response to this complaint, please allow me to outline the sequence of events recorded in our file regarding this particular case: This patient came into our office on January 22, She had an eye examination and placed an order for eyeglasses Eyeglasses are a custom made medical device, they are made in accordance to the findings from the patients eye examination, and each pair is as unique as each individuals eyes Her eyeglasses were made, the patient picked them up on January 29, On February 11, 2014, her spouse came into the office, handed the glasses to the receptionist and said that his wife wanted to return the eyeglasses for a full refund As the optician began to question the reason for the return, he was simply handed a cell phone and picked up on a conversation about the eyeglasses not working properly The patient also stated that the doctor told her that she could return the eyeglasses and receive a full refund She was very adamant that since we did not have our return policy posted on her receipt, that we would be refunding her money On February 12, we contacted the patient and explained that we would be more than happy to remake her lenses and even allow her to choose a different eyeglass frame if neededThe patient should be well aware of the existing office policy, because in March of 2009, we remade her eyeglass lenses three different times in order to provide her with the best vision correction possible She came back into the office on February 17, and ordered new lenses in a different style, and also exchanged her framesOn February 27, she picked those eyeglasses up and has not contacted us since that time In this situation, her vision insurance plan covered this pair of eyeglasses, she only had to pay the co-pay amounts on the upgrades that she wanted added to her order The patient called and spoke to the insurance company regarding this matter at some point, she was told that the doctor’s office sets the policies regarding returns and they advised her that we were willing to make any necessary changes and remake her eyeglasses to do our best to accommodate her We are absolutely following all guidelines and are in full compliance with her insurance company and have done our very best to make this patient happy Thank you for providing us with the chance to respond to this complaintPlease do not hesitate to contact Jody at this email address, or at my office number ###-###-#### if any additional information is needed regarding this matter
In response to this complaint, please allow me to outline the sequence of events recorded in our file regarding...
this particular case:
This patient came into our office on January 22, 2014. She had an eye examination and placed an order for eyeglasses. Eyeglasses are a custom made medical device, they are made in accordance to the findings from the patients eye examination, and each pair is as unique as each individuals eyes.
Her eyeglasses were made, the patient picked them up on January 29, 2014. On February 11, 2014, her spouse came into the office, handed the glasses to the receptionist and said that his wife wanted to return the eyeglasses for a full refund. As the optician began to question the reason for the return, he was simply handed a cell phone and picked up on a conversation about the eyeglasses not working properly. The patient also stated that the doctor told her that she could return the eyeglasses and receive a full refund. She was very adamant that since we did not have our return policy posted on her receipt, that we would be refunding her money.
On February 12, 2014 we contacted the patient and explained that we would be more than happy to remake her lenses and even allow her to choose a different eyeglass frame if needed. The patient should be well aware of the existing office policy, because in March of 2009, we remade her eyeglass lenses three different times in order to provide her with the best vision correction possible.
She came back into the office on February 17, 2014 and ordered new lenses in a different style, and also exchanged her frames. On February 27, 2014 she picked those eyeglasses up and has not contacted us since that time.
In this situation, her vision insurance plan covered this pair of eyeglasses, she only had to pay the co-pay amounts on the upgrades that she wanted added to her order. The patient called and spoke to the insurance company regarding this matter at some point, she was told that the doctor’s office sets the policies regarding returns and they advised her that we were willing to make any necessary changes and remake her eyeglasses to do our best to accommodate her. We are absolutely following all guidelines and are in full compliance with her insurance company and have done our very best to make this patient happy.
Thank you for providing us with the chance to respond to this complaint. Please do not hesitate to contact Jody at this email address, or at my office number ###-###-#### if any additional information is needed regarding this matter.
In response to this complaint, please allow me to outline the sequence of events recorded in our file regarding this particular case: This patient came into our office on January 22, She had an eye examination and placed an order for eyeglasses Eyeglasses are a custom made medical device, they are made in accordance to the findings from the patients eye examination, and each pair is as unique as each individuals eyes Her eyeglasses were made, the patient picked them up on January 29, On February 11, 2014, her spouse came into the office, handed the glasses to the receptionist and said that his wife wanted to return the eyeglasses for a full refund As the optician began to question the reason for the return, he was simply handed a cell phone and picked up on a conversation about the eyeglasses not working properly The patient also stated that the doctor told her that she could return the eyeglasses and receive a full refund She was very adamant that since we did not have our return policy posted on her receipt, that we would be refunding her money On February 12, we contacted the patient and explained that we would be more than happy to remake her lenses and even allow her to choose a different eyeglass frame if neededThe patient should be well aware of the existing office policy, because in March of 2009, we remade her eyeglass lenses three different times in order to provide her with the best vision correction possible She came back into the office on February 17, and ordered new lenses in a different style, and also exchanged her framesOn February 27, she picked those eyeglasses up and has not contacted us since that time In this situation, her vision insurance plan covered this pair of eyeglasses, she only had to pay the co-pay amounts on the upgrades that she wanted added to her order The patient called and spoke to the insurance company regarding this matter at some point, she was told that the doctor’s office sets the policies regarding returns and they advised her that we were willing to make any necessary changes and remake her eyeglasses to do our best to accommodate her We are absolutely following all guidelines and are in full compliance with her insurance company and have done our very best to make this patient happy Thank you for providing us with the chance to respond to this complaintPlease do not hesitate to contact Jody at this email address, or at my office number ###-###-#### if any additional information is needed regarding this matter
In response to this complaint, please allow me to outline the sequence of events recorded in our file regarding...
this particular case:
This patient came into our office on January 22, 2014. She had an eye examination and placed an order for eyeglasses. Eyeglasses are a custom made medical device, they are made in accordance to the findings from the patients eye examination, and each pair is as unique as each individuals eyes.
Her eyeglasses were made, the patient picked them up on January 29, 2014. On February 11, 2014, her spouse came into the office, handed the glasses to the receptionist and said that his wife wanted to return the eyeglasses for a full refund. As the optician began to question the reason for the return, he was simply handed a cell phone and picked up on a conversation about the eyeglasses not working properly. The patient also stated that the doctor told her that she could return the eyeglasses and receive a full refund. She was very adamant that since we did not have our return policy posted on her receipt, that we would be refunding her money.
On February 12, 2014 we contacted the patient and explained that we would be more than happy to remake her lenses and even allow her to choose a different eyeglass frame if needed. The patient should be well aware of the existing office policy, because in March of 2009, we remade her eyeglass lenses three different times in order to provide her with the best vision correction possible.
She came back into the office on February 17, 2014 and ordered new lenses in a different style, and also exchanged her frames. On February 27, 2014 she picked those eyeglasses up and has not contacted us since that time.
In this situation, her vision insurance plan covered this pair of eyeglasses, she only had to pay the co-pay amounts on the upgrades that she wanted added to her order. The patient called and spoke to the insurance company regarding this matter at some point, she was told that the doctor’s office sets the policies regarding returns and they advised her that we were willing to make any necessary changes and remake her eyeglasses to do our best to accommodate her. We are absolutely following all guidelines and are in full compliance with her insurance company and have done our very best to make this patient happy.
Thank you for providing us with the chance to respond to this complaint. Please do not hesitate to contact Jody at this email address, or at my office number ###-###-#### if any additional information is needed regarding this matter.