Andros Eye Center

Complaint: [redacted] I am rejecting this response because: The "adjustment" I made was simply sliding the frames up my nose because they were sliding down? I never attempted to adjust the frames manually with any types of tools or adjust the metal? I simply moved the frame to the wearing position by sliding my fingers between the nose piece and my nose? That is wear? I will be in contact with the safilo vendor to ensure that their frames are no longer in that office and I will find out the representative to let them know that this has happened? It is extremely unprofessional for [redacted] to be putting a patient through this ordeal? DrAndros would be ashamed to have her name associated with this complaint? After speaking with several licensed opticians and optometrist also, they feel this is unprofessional and has been mid handled? I will continue to seek assistance with this matter and will be sure that professionals and patients will be aware of this situation on how [redacted] is choosing to handle this matter? I did no wrong? I simply wore my glasses for daysWhether I wore them days or months? The frame should not have broken? How do I not know when the optician adjusted them there,she didn't over compensate the adjustment and it made the metal weak? They were extremely crooked and needed major adjustments? I was very patent when I had to wait over weeks to get the glasses? They needed to be sent back the first time because the lenses were not polished and I could see a glare? As mentioned before I will continue to seek assistance with this matter? And if the right thing is not done by [redacted] ***, I will continue to speak publicly about this issue and media groups will be contacted Regards, [redacted] ***

As previously stated if the patient can get their Vision Plan to cover a replacement given the damage to the frame they paid for we can gladly replace the damaged frame

As was explained to the patient the defective warranty on frames does NOT cover damage based on wear and tear? As the patient clearly explained in her complaint: she attempted to adjust the frame herself and broke a metal arm on the nose pad holder? If this was a manufacture's defect on the frame we would have gladly replaced as is our office policy, but since the damage was induced by the patient's attempt to adjust the metal arm on her own it is not covered? In addition both frames "purchased" were covered by her vision care plan? We advised the patient to contact her Vision Plan to see if they would allow her benefits to cover the frame she broke when attempting to adjust on her own? We have yet to hear from your vision plan on the matter? Again, our office will replace defective frames, but not damage due to wear and tear by patients.?

As was explained to the patient the defective warranty on frames does NOT cover damage based on wear and tear As the patient clearly explained in her complaint: she attempted to adjust the frame herself and broke a metal arm on the nose pad holder If this was a manufacture's defect on the frame we would have gladly replaced as is our office policy, but since the damage was induced by the patient's attempt to adjust the metal arm on her own it is not covered In addition both frames "purchased" were covered by her vision care plan We advised the patient to contact her Vision Plan to see if they would allow her benefits to cover the frame she broke when attempting to adjust on her own We have yet to hear from your vision plan on the matter Again, our office will replace defective frames, but not damage due to wear and tear by patients

From: [redacted] Sent: Wednesday, January 13, 12:PMTo: info Subject: Re: Revdex.com - You have a New Message from Revdex.com Regarding Complaint # [redacted] We have contacted the patient's Vision Plan and had their frame and lens benefits reinstated Left a message on the patient's phone that their frame benefits were reinstated by our own request to the patient's vision care plan.The Patient is free to go elsewhere to get future care Don't want or need patient's like this in our office

Complaint: ***
I am rejecting this response because: The "adjustment" I made was simply sliding the frames up my nose because they were sliding down I never attempted to adjust the frames manually with any types of tools or adjust the metal I simply moved the frame to the wearing position by sliding my fingers between the nose piece and my nose That is wear I will be in contact with the safilo vendor to ensure that their frames are no longer in that office and I will find out the representative to let them know that this has happened It is extremely unprofessional for *** *** to be putting a patient through this ordeal DrAndros would be ashamed to have her name associated with this complaint After speaking with several licensed opticians and optometrist also, they feel this is unprofessional and has been mid handled I will continue to seek assistance with this matter and will be sure that professionals and patients will be aware of this situation on how *** *** is choosing to handle this matter I did no wrong I simply wore my glasses for daysWhether I wore them days or months The frame should not have broken How do I not know when the optician adjusted them there,she didn't over compensate the adjustment and it made the metal weak? They were extremely crooked and needed major adjustments I was very patent when I had to wait over weeks to get the glasses They needed to be sent back the first time because the lenses were not polished and I could see a glare As mentioned before I will continue to seek assistance with this matter And if the right thing is not done by *** ***, I will continue to speak publicly about this issue and media groups will be contacted
Regards,
*** ***

As was explained to the patient the defective warranty on frames does NOT cover damage based on wear and tear As the patient clearly explained in her complaint: she attempted to adjust the frame herself and broke a metal arm on the nose pad holder If this was a manufacture's
defect on the frame we would have gladly replaced as is our office policy, but since the damage was induced by the patient's attempt to adjust the metal arm on her own it is not covered In addition both frames "purchased" were covered by her vision care plan We advised the patient to contact her Vision Plan to see if they would allow her benefits to cover the frame she broke when attempting to adjust on her own We have yet to hear from your vision plan on the matter Again, our office will replace defective frames, but not damage due to wear and tear by patients.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me After speaking to the office of *** *** I was assured the insurance has been contacted and my benefits to obtain frames and lenses have been reinstated They did advise me they will reimburse the amount that was paid out of pocket to me also It is unfortunately this has occurred and I will gladly go to an office that values and exhibits great customer service and patient care, unlike *** ***'s office
Regards,
*** ***

From: *** *** *** Sent: Wednesday, January 13, 12:PMTo: info Subject: Re: Revdex.com - You have a New Message from Revdex.com Regarding Complaint #***We have contacted the patient's Vision Plan and had their frame and lens benefits reinstated Left a message on the patient's phone that their frame benefits were reinstated by our own request to the patient's vision care plan.The Patient is free to go elsewhere to get future care Don't want or need patient's like this in our office

As previously stated if the patient can get their Vision Plan to cover a replacement given the damage to the frame they paid for we can gladly replace the damaged frame.?

Complaint: [redacted]
I am rejecting this response because: The "adjustment" I made was simply sliding the frames up my nose because they were sliding down.  I never attempted to adjust the frames manually with any types of tools or adjust the metal.   I simply moved the frame to the normal wearing position by sliding my fingers between the nose piece and my nose.   That is normal wear.   I will be in contact with the safilo vendor to ensure that their frames are no longer in that office and I will find out the representative to let them know that this has happened.  It is extremely unprofessional for [redacted] to be putting a patient through this ordeal.  Dr. Andros would be ashamed to have her name associated with this complaint.   After speaking with several licensed opticians and optometrist also, they feel this is unprofessional and has been mid handled.  I will continue to seek assistance with this matter and will be sure that professionals and patients will be aware of this situation on how [redacted] is choosing to handle this matter.  I did no wrong.  I simply wore my glasses for 2 days. Whether I wore them 2 days or 2 months.  The frame should not have broken.  How do I not know when the optician adjusted them there,she didn't over compensate the adjustment and it made the metal weak? They were extremely crooked and needed major adjustments.  I was very patent when I had to wait over 2 weeks to get the glasses.  They needed to be sent back the first time because the lenses were not polished and I could see a glare.  As mentioned before I will continue to seek assistance with this matter.  And if the right thing is not done by [redacted], I will continue to speak publicly about this issue and media groups will be contacted.
Regards,
[redacted]

As was explained to the patient the defective warranty on frames does NOT cover damage based on normal wear and tear.  
As the patient clearly explained in her complaint: she attempted to adjust the frame herself and broke a metal arm on the nose pad holder.  If this was a...

manufacture's defect on the frame we would have gladly replaced as is our office policy, but since the damage was induced by the patient's attempt to adjust the metal arm on her own it is not covered.  In addition both frames "purchased" were covered by her vision care plan.  We advised the patient to contact her Vision Plan to see if they would allow her benefits to cover the frame she broke when attempting to adjust on her own.  We have yet to hear from your vision plan on the matter.  Again, our office will replace defective frames, but not damage due to wear and tear by patients.

From: [redacted] Sent: Wednesday, January 13, 2016 12:13 PMTo: info <[email protected]>Subject: Re: Revdex.com - You have a New Message from Revdex.com Regarding Complaint #[redacted]
We have contacted the patient's Vision Plan and had their frame and lens benefits reinstated.  Left a message on the patient's phone that their frame benefits were reinstated by our own request to the patient's vision care plan.The Patient is free to go elsewhere to get future care.  Don't want or need patient's like this in our office.

From: [redacted] Sent: Wednesday, January 13, 2016 12:13 PMTo: info <[email protected]>Subject: Re: Revdex.com - You have a New Message from Revdex.com Regarding Complaint #[redacted]We have contacted the patient's Vision Plan and had their frame and lens benefits reinstated.  Left a message on the patient's phone that their frame benefits were reinstated by our own request to the patient's vision care plan.The Patient is free to go elsewhere to get future care.  Don't want or need patient's like this in our office.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  After speaking to the office of [redacted] I was assured the insurance has been contacted and my benefits to obtain frames and lenses have been reinstated.  They did advise me they will reimburse the amount that was paid out of pocket to me also.  It is unfortunately this has occurred and I will gladly go to an office that values and exhibits great customer service and patient care, unlike [redacted]'s office.
Regards,
[redacted]

As previously stated if the patient can get their Vision Plan to cover a replacement given the damage to the frame they paid for we can gladly replace the damaged frame.

As was explained to the patient the defective warranty on frames does NOT cover damage based on normal wear and tear.  As the patient clearly explained in her complaint: she attempted to adjust the frame herself and broke a metal arm on the nose pad holder.  If this was a manufacture's...

defect on the frame we would have gladly replaced as is our office policy, but since the damage was induced by the patient's attempt to adjust the metal arm on her own it is not covered.  In addition both frames "purchased" were covered by her vision care plan.  We advised the patient to contact her Vision Plan to see if they would allow her benefits to cover the frame she broke when attempting to adjust on her own.  We have yet to hear from your vision plan on the matter.  Again, our office will replace defective frames, but not damage due to wear and tear by patients.