Bay Optical

9/25/20 Bay Optical charged me for a contact lens fitting ($60) which they should not have since my Davis plan covers. I had to "school/train" Bay Optical on my plan serving as as a go-between. They held my $60 until Davis reimbursed, I called the office on 10/6 and they still would not released my $60. Sent an email 11/6, no response. Called 12/15 and they now say I owe $25 as a copay for a "supply of contacts". She admitted they do their best to understand all the Davis plans. They want to send me $35 for ($60-$25) when today 3.5 months later is the 1st time they claim I owe the $25. They refuse to send me the $60 they inappropriately charged me until I pay the newly charged $25 via a phone call. Very poor customer service. The billing department had the gaul to tell me I should understand my plan, I WAS THE ONE who knew it all along.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint I did purchase my glasses from Bay Optical and they were returned several times NOT for scratching but for crazingCrazing is a common issue that occurs when lenses are not made according to the coating manufacturer's requirementsIt is caused by poor workmanshipIt presents itself AFTER lenses are dispensed and there was nothing to see at any of the lens dispensesI do not understand why Bay Optical wants to call this scratching when they were informed by the coating manufacturer, [redacted] , that this is a crazing issue that Bay Optical createdBay Optical REQUIRED me to leave my frame with them each time they replaced my lenses despite my objections at using outdated backup glasses that I did not think were safe to be usingIt is common in the optical industry to require drill mounted frames for lens replacementTemporary glasses while this is happening is also very common Bay Optical NEVER suggested I contact the coating manufacturerIn fact Mary Lou (who would not give her last name) was so unhelpful, I felt forced to initiate this complaint to the Revdex.com, my first everBay Optical instead let me know that they were too busy with their vacation schedule to assist me with this issueI never received a follow up call from them when their busy vacation schedule was complete I was forced to go to another optical shopThey immediately recognized the issue as crazing, not scratching and gave me the coating manufacturer's contact informationI contacted them myself to understand what was happening with my glasses When I contacted the coating manufacturer, they were more than helpful with working on this issueThat said, they needed my frames and lenses again for an undetermined amount of time forcing me to get a new pair of lenses from [redacted] Vision while they worked on mineI would not have purchased this pair of lenses had Bay Optical stood behind their own policy and looked into this crazing issue instead of blaming meWhy would they not have contacted the lens manufacturer themselves directly? Must have been those pesky vacations Instead of going above and beyond, I believe Bay Optical blamed me for their workmanship shortcomings causing me to have to purchase new lenses from [redacted] Vision (I can provide a copy of this receipt as needed) while mine were being looked at by the lens coating manufacturer, [redacted] While [redacted] , the lens coating manufacturer has been very helpful, my interaction with them has NOTHING to do with this complaintBay Optical has done NOTHING to resolve this issue with lenses I have purchased from them I believe Bay Optical should refund me the original price of my lenses because: I have to buy new lenses from [redacted] Vision so I could pursue resolution of this issue myself and the customer service I received from Mary Lou of Bay Optical is by far the worst service I have EVER receivedShe not only blamed me for Bay Optical's workmanship issues, she never had anyone get back to me to resolve this issue after her very, very important vacationI found it interesting that no one other than her was available to assist me while she was to be on vacationIf this is true which I doubt it is, I would think people would want to know this before spending hundreds of dollars at Bay Optical I am a single parent who has a very limited budgetPurchase of lenses from [redacted] Vision so I (not Bay Optical) could work through this issue was a hardship for meBay Optical did nothing more to resolve this reoccurring issue than to blame me and hope I would go away A sincere apology would have come to me, not to/through the Revdex.com Please refund me my original lens purchase price for all of the difficulties you have caused me, Bay Optical Thank you, [redacted]

Re: *** *** ID ***To Whom It May Concern:In response, the above referenced 10, the following events occurred which evidences BayOptical's customer service in trying to satisfy customer at all costs even under uniquecircumstances.Date Notified Patient Dispensed Lab Notes7/11/
7/21/7/25/Precision Optical CoInitial Lens purchase2/5/2/13/2/18/Precision Optical Cowarranty both lenses2/24/3/2/3/2/Precision Optical Cowarranty right lens3/2/3/9/3/10/Precision Optical Cowarranty right lens4/18/4/22/unsure Precision Optical Cowarranty both lenses5/2/5/10/5/19/Precision Optical Cowarranty left lens5/31/6/3/6/6/*** Optical RUSH order, Warranty both lensesMailed glasses to patient at no charge6/21/6/23/7/12/*** Optical RUSH order, warranty left lensThe only time above named patient purchased from Bay Optical was to buy lenses onlyfor her two customer owned frames on July , These lenses were done atPrecision Optical Codue to the patient's Insurance which required them to go to an EyeMed certified labThe patient seemed completely satisfied with her initial purchase untilher return on February 5, This was the first day that she presented slight scratcheson her lensesAs a courtesy to our patients, Bay Optical offers Guarantees andWarranties to all patientsFor reference, I have attached a copy of our policiesSo, onFebruary 5, 2015, new lenses were gladly ordered as a scratch warranty from PrecisionOptical on her one pair of lenses per our warranteesThe patient chose to give her currentframe up so that the laboratory would insert her new lenses into the drilled, rimless frameinstead of the optical storeShe stated that she did have a backup pair even though it wasa different prescriptionIf she could not give up her frame, the optical store would havebeen the ones inserting her lenses, not the laboratoryOn the dispense date of the firstlens warranty lenses the patient left happy and there was no mention of scratches uponher close inspection of her glasses.A few days later the patient brought her glasses back and reported a slight scratch on theright lensHonestly, the Optician, the Optometrist and office staff could not see anyscratches, but rather than disagree we reordered the right lens for the patientWe at notime ever blamed the patient for what was occurring with her lenses we just couldn't seethe scratchesThe right lens was reordered on February 24,When the new lenscame in and we dispensed the patient seemed happy leavingOnce home, the patientcalled to say there were still scratches on the right lens, so we then reordered the rightlens on March 2, Once again patient came in and seemed happy at dispenseSometime goes by and now the patient claims scratches on both lensesPlease note that as ofApril3, the patient's prescription expires, but we gave the patient an extension aswe are still trying to completely satisfy herOn April18, 2016, we ordered both lensesbut were then notified the left lens had scratchesOn May 2, 2016, we reordered the leftlens for the patientAt this point Bay Optical felt Precision Lab could not make producea perfect product for customer satisfaction so we chose to reorder new lenses using adifferent lab, *** ***On May 31, 2016, we order both lenses and even mailed theglasses to patient at no charge since the patient was not able to get to the officeOncepatient opened box, she noticed a scratch again within seconds on the left lensWethen sent this job back to *** and had the patient circle the scratch on the left lens.We decided to try and make her left lens at *** one last time on June 21,andthey were dispensed on July 12, Now, we had to tell the patient that if she was notfully satisfied with these lenses, she would have to contact the manufacturer as we havedone everything that we could for herOn July 28,2016, I forwarded all pertinentinformation the patient would need to correspond with the manufacturerOn September 16, & 30,and October 13, we corresponded with *** regarding patient lensesLastly on October 17, I requested additional information from ***regarding the received Revdex.com letter, and received their response on October 20, of which I have enclosedAt no time, did we stop being concerned about this patient's satisfaction.It is important to note that both laboratories that Bay Optical used comply with ANSI standards and that Bay Optical's New York State Licensed Opticians both inspected these glasses prior to dispensing to the patientGlasses are not inspected under any microscopic circumstancesDuring this lengthy time frame, Bay Optical consistently used both laboratories to produce similar glasses and had no other situations like thisIn all situations neither the lab nor optician could see the scratches, only the patient and through patient produced picturesIt appeared the patient was looking at the lenses under extreme circumstances at home through bright lighting, black backgrounds, and possibly a microscopic viewWith the patient on site at our office our Optician tried unsuccessfully to reproduce patient's circumstance internally with office lighting and natural lighting under her supervision, never blaming the patient only continuing to try and help.I believe that Bay Optical went above and beyond to try and satisfy this patientThe patient even had the Optician's personal cell phone to contact and she tried to help her on her personal timeI have enclosed the manufacturer's important input as well for you to review, and ultimately I believe the patient will be satisfied with her glassesThe patient will also receive a second complementary pair from the manufacturerBay Optical and*** are still in correspondence as we are still working together to completely satisfy this patientThe reason the patient has not been contacted by Bay Optical yet is that*** has not produced all the final products.Bay Optical is a retail optical store that purchases services from certified wholesale laboratories who purchase their products from the manufacturersWe are the face of the products and try to satisfy all customersThe result per *** of America is the "All lenses supplied to patient passed the ANSI Z80-Standards used within the industry prior to shipment to her*** of America has supplied *** with an entirely new pair of frames and lenses matching her purchase (at no cost to the patient)In addition, ordered a pair of Transitions adaptable lenses which will be mounted to her frames purchased in The retail value of the pair of glasses supplied is roughly$550, the replacement Transitions lenses (still on order) are valued roughly at $350."Bay Optical and *** are hopeful that we have now satisfied this patient.We are sincerely apologetic to the patient for her and our time spent on her lensesWehope she enjoys her new glasses made at the *** R&D lab and new Transition lenses in her current frame.Sincerely,Lauren ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
I did purchase my glasses from Bay Optical and they were returned several times NOT for scratching but for crazing. Crazing is a common issue that occurs when lenses are not made according to the coating manufacturer's requirements. It is caused by poor workmanship. It presents itself AFTER lenses are dispensed and there was nothing to see at any of the lens dispenses. I do not understand why Bay Optical wants to call this scratching when they were informed by the coating manufacturer, [redacted], that this is a crazing issue that Bay Optical created. Bay Optical REQUIRED me to leave my frame with them each time they replaced my lenses despite my objections at using outdated backup glasses that I did not think were safe to be using. It is common in the optical industry to require drill mounted frames for lens replacement. Temporary glasses while this is happening is also very common.
Bay Optical NEVER suggested I contact the coating manufacturer. In fact Mary Lou (who would not give her last name) was so unhelpful, I felt forced to initiate this complaint to the Revdex.com, my first ever. Bay Optical instead let me know that they were too busy with their vacation schedule to assist me with this issue. I never received a follow up call from them when their busy vacation schedule was complete.
I was forced to go to another optical shop. They immediately recognized the issue as crazing, not scratching and gave me the coating manufacturer's contact information. I contacted them myself to understand what was happening with my glasses.
When I contacted the coating manufacturer, they were more than helpful with working on this issue. That said, they needed my frames and lenses again for an undetermined amount of time forcing me to get a new pair of lenses from [redacted] Vision while they worked on mine. I would not have purchased this pair of lenses had Bay Optical stood behind their own policy and looked into this crazing issue instead of blaming me. Why would they not have contacted the lens manufacturer themselves directly? Must have been those pesky vacations.
Instead of going above and beyond, I believe Bay Optical blamed me for their workmanship shortcomings causing me to have to purchase new lenses from [redacted] Vision (I can provide a copy of this receipt as needed) while mine were being looked at by the lens coating manufacturer, [redacted].
While [redacted], the lens coating manufacturer has been very helpful, my interaction with them has NOTHING to do with this complaint. Bay Optical has done NOTHING to resolve this issue with lenses I have purchased from them.

I believe Bay Optical should refund me the original price of my lenses because: I have to buy new lenses from [redacted] Vision so I could pursue resolution of this issue myself and the customer service I received from Mary Lou of Bay Optical is by far the worst service I have EVER received. She not only blamed me for Bay Optical's workmanship issues, she never had anyone get back to me to resolve this issue after her very, very important vacation. I found it interesting that no one other than her was available to assist me while she was to be on vacation. If this is true which I doubt it is, I would think people would want to know this before spending hundreds of dollars at Bay Optical.
I am a single parent who has a very limited budget. Purchase of lenses from [redacted] Vision so I (not Bay Optical) could work through this issue was a hardship for me. Bay Optical did nothing more to resolve this reoccurring issue than to blame me and hope I would go away.
A sincere apology would have come to me, not to/through the Revdex.com.
Please refund me my original lens purchase price for all of the difficulties you have caused me, Bay Optical.
Thank you,
[redacted]