Allegany Optical

I have attached the policy which the patient's mother signedNote the policy regarding additional fees in the first paragraph.When diagnostic lenses are not in stock, they must be ordered, and it is typical (at Allegany Optical and at most optometric practices) that patients will need at least one additional follvisit after receiving diagnostic lenses.My previous letter's explanation of the fee is clearThere is nothing can add that will clarify further.I am truly sorry that the patient's mother felt that our staff was disrespectfulWe take this seriously and will make efforts to improve,As I stated in my previous response, the patient's last visit was on 2/She was instructed to return for a one-week follow-upShe did not return until MayWhether or not the office had a wrong number is not relevantCompletion of follvisits in a timely manner is the patient's responsibility, and the necessity for any follvisits is always clearly explained by both the optometrist and the staff.Sincerely,5/23/

The management and staff of Allegany Optical are sorry that the patient is unhappy with our servicesHowever, all fees and procedures are clearly stated, and the company's fees are much lower and policies more lenient than most other similar businessesIn this case the patient is a year-old minor, and her mother is the responsible partyOn January the patient had an eye exam and a contact lens evaluation which were both paid by the patient's motherOn January the patient's mother received and signed a copy of "Allegany Optical Refund/Return & Contact Lens Policies." The policy states, "Contact Follow-Ups must be finalized within daysAfter days contact prescriptions are invalid and it may be required for the patient to have a new exam, including another evaluation and fees will be charged accordingly." Due to an eye health condition the patient was required to return for a follvisit at no chargeThe patient returned on February Her eye health condition was still unresolved and required another one-week follvisit at no chargeThe patient did not return to the office until May At this point, patient was charged a $fee for her office visitThis fee is consistent with the policy stated aboveThe patient could have avoided incurring the fee if she had returned for her follvisit within a timely mannerWe are sorry that the patient's mother perceived disrespectNo disrespect was intendedThe staff member was only trying to explain the fee and resolve the patient's complaint.Sincerely, Andrew SDistrict Manager Allegany Optical

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: If that was the policy I should have been told there was a $fee, believe me I have no problem paying it, however when I called the optical to order the contacts, I asked the lady if there was a charge and she stated there was no charge and if there was a need to finish the exam for her contact which I had paid already, then her samples contacts would have not been at the office at that time since they needed to order them and her sample lenses were already there Perhaps I am not understanding what services I was charged for, the contacts lenses exam, or the follow up infection she had, if I know then I have no problem with the feeAbout the attitude of the one staff, I felt as if I was asking or begging for something for free and I am paying for a service Both of the time that I took my dgtas a follow up of her infection after the January visit, I was told that this office was going to call me and they never did, the times I called was myself trying to find out what I was to do, they did not call at all, when I asked them why they didn't call me they told me they had a wrong number, however they could have called my husband who is also their client In the past I have always gotten their ph calls for follow up or to pick up her glasses I am talking about many years of service, it surprised me that they stated they had the wrong number and it's been the same number for the past years I greatly appreciate the time you have taken to help me out, thank you Regards, [redacted]

The management and staff of Allegany Optical are sorry that the patient is unhappy with our services. However, all fees and procedures are clearly stated, and the company's fees are much lower and policies more lenient than most other similar businesses. In this case the patient is a 14 year-old...

minor, and her mother is the responsible party. On January 30 the patient had an eye exam and a contact lens evaluation which were both paid by the patient's mother. On January 30 the patient's mother received and signed a copy of "Allegany Optical Refund/Return & Contact Lens Policies." The policy states, "Contact Follow-Ups must be finalized within 30 days. After 30 days contact prescriptions are invalid and it may be required for the patient to have a new exam, including another evaluation and fees will be charged accordingly." Due to an eye health condition the patient was required to return for a follow-up visit at no charge. The patient returned on February 6. Her eye health condition was still unresolved and required another one-week follow-up visit at no charge. The patient did not return to the office until May 7. At this point, patient was charged a $25 fee for her office visit. This fee is consistent with the policy stated above. The patient could have avoided incurring the fee if she had returned for her follow-up visit within a timely manner. We are sorry that the patient's mother perceived disrespect. No disrespect was intended. The staff member was only trying to explain the fee and resolve the patient's complaint.Sincerely, Andrew S. District Manager Allegany Optical

I have attached the policy which the patient's mother signed. Note the policy regarding additional fees in the first paragraph.When diagnostic lenses are not in stock, they must be ordered, and it is typical (at Allegany Optical and at most optometric practices) that patients will need at least one additional follow-up visit after receiving diagnostic lenses.My previous letter's explanation of the fee is clear. There is nothing can add that will clarify further.I am truly sorry that the patient's mother felt that our staff was disrespectful. We take this seriously and will make efforts to improve,As I stated in my previous response, the patient's last visit was on 2/6. She was instructed to return for a one-week follow-up. She did not return until May. Whether or not the office had a wrong number is not relevant. Completion of follow-up visits in a timely manner is the patient's responsibility, and the necessity for any follow-up visits is always clearly explained by both the optometrist and the staff.Sincerely,5/23/16

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: If that was the policy I should have been told there was a $25 fee, believe me...  I have no problem paying it, however  when I called the optical to order the contacts, I   asked  the lady  if there was a charge and she stated there was no charge and if there was a need to finish the exam for her contact which I had paid already, then her samples contacts would have not been at the office at that time since they needed to order them and her sample lenses were already there.  Perhaps I am not understanding what services I was charged for, the contacts lenses exam, or the follow up infection she had, if I know then I have no problem with the fee. About the attitude of the one staff, I felt as if I was asking or begging for something for free  and I am paying for a service.  Both of the time that I took my dgt. as a follow up of her infection after the January visit, I was told that this office was going to call me  and they never did, the 3 times I called was myself  trying to find out what I was to do, they did not call at all, when I asked them why they didn't call me  they told me they had a wrong number, however they could have called my husband who is also their client.  In the past I have always gotten their ph calls for follow up or to pick up her glasses ... I am talking about many years of service, it surprised me that they stated they had the wrong number and it's been the same number for the past 10 years.  I greatly appreciate the time you have taken to help me out, thank you.
Regards,
[redacted]