Big Valley Eyecare

9/22/16Dear *** ***:We do not have a policy where people can order prescription lenses prepared for an eyeglass frame of their own choosing and then just try the frame out and see if they like itPatients pick out their own eyeglass frames and once they instruct us to have prescription lenses manufactured for the frame of their own choosing, that constitutes their final order and is not refundable once completedWe of course stand behind the prescription, and we warrant the frames for yr (one accident only) against breakageIn his new complaint *** *** suggests that I lied about him not liking the frames he selected for himself, when in fact it was because he made a such poor frame selection that his glasses are not working out for himI think it's now a stretch for him to say he likes his frames, when his frame selection has created all the difficultyLet me also add that he had approached both my office manager (spouse with much optical experience), and myself as to what frames to select, he totally disregarded our advice and picked out what he, and he alone likedLastly *** *** seems to imply that we did something wrong by not having lenses in all of our eyeglass frame selections, Let me assure there is no ethical code, guidelines or regulations addressing this preposterous notionClosing the facial width is a common procedure to snug the glasses to a person's head so they don't slideThis does not shorten the temple*** *** proclaims that moving the eyeglasses down his nose mm made him fallWhen in fact this flies in the face of how ALL multifocals work! The lower the reading part of the lens, the LESS likely a person may fall!As far as my speaking Biblical truths? No apologiesLastly and finally *** *** in his first complaint mentioned we offered to sell him another pair of glassesWhat he did not mention was that we offered to make him the new pair, of glasses at costThat offer still holds as we are sympathetic to his plightSo when he is ready, we would be happy to help himWe hold no animosity against him.Yours truly,DrDean N

9/5/16Dear [redacted]1. We do not have a policy where people can order prescription lenses prepared for an eyeglass frame of their own choosing and then just try the frame out and see if they like it. Patients pick out their own eyeglass frames and once they instruct us to have prescription lenses...

manufactured for the frame of their own choosing, that constitutes their final order and is not refundable once completed. We of course stand behind the prescription, and we warrant the frames for 1 yr (one accident only) against breakage.2. As far as being charged $50, for a $20. eye exam. We don't have any $20. eye exams.3. As far as my hanging up on him, I thoroughly and politely discussed with him why we could not give him his money back several times, and had also offered eyeglasses at cost. He now assumed a nasty tone and in addition threatened further action.I gently explained to him that regretfully there was nothing further could offer, and apologizing discontinued the phone call.SincerelyDr. Dean N

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: They suggested the metal frame ones that I have had a problem with the nose piece getting broken off a lot on the frames and the ones I picked out I would try them on almost every appointment I had before getting the lenses and his Wife said they look good and will be fine, the reason for trying them on so much is because its the first pair of glasses I had to buy and wear all the time and its  a lot of money for me to be spending I wanted to be absolutely positive that these were the right frames for me. Its not the frames that caused the problem its because there are no lenses in them, when he put the lenses in them then I knew before the end of the day that my eyelashes were hitting the back of the lenses. when I bought a new pair at [redacted] I was trying on the plastic frames and I could feel my eyelashes hitting the back of all the plastic frame lenses. and Dean told me himself that he could not say that this is the first time that this has happened.  When I got my progressive measurement done at [redacted] they have a actual device to do it with. and as far as them lowering the glasses on my face they just keep sliding off because of them bending the frames out away from my eyelashes the frames are now to short to fit and hold onto my ears. The glasses are absolutely no good to me..Regards,
[redacted]