Bold Optometry

Patient came in for an eye exam and was given his Rx on the day of visit and asked to sign receipt of the rxIf he does not have that copy or left it behind, another copy can easily be provided to him at any timeHe sat down to discuss options for his distance and reading prescriptionOne of the options was either a bifocal with a line or a progressive lensThe other option was to not do multifiocal at all and just do separate pairs One for distance and one for readingThese choices are always left to be made by the patient wearing the glasses.He proceeded to discuss his options and decided he wanted one pair for the distance and one for the readingHe was informed that frames also are an option that can be purchased anywhereHe opted to "bring his own frames"The pupillary distance, we obviously have since we are the ones who did the eye examAnd we are the office that placed the order that he wanted orderedSince they are single vision lenses, and not multifilament lenses, they absolutely can be orderedOnce frames are dropped off, the large lens blanks are cut to sizeThere is no concern about frame size and whether or not the frame would work, because no progressive and no bifocal with a line was orderedPatient was explained once order is placed, there is no refunds or cancellations - however, there is a day warranty that allows for a re- do if the prescription needs to be modifiedPatient signed in acknowledgement of the policy in several places.Approximately a week later, instead of dropping off frames so that the lenses can be cut down into the frames, he and his wife called and wanted to switch to progressive lensesContrary to the order he originally placed, he was told that we will try to work within the day policy and a single vision pair into a progressiveHe was asked to come in and bring in the appropriate frames which at that point WOULD require a seg height measurement prior to any re-ordering -since it would be a progressive bifocal ( no longer a single vision)He agreed to come in and never didA day prior to Thanksgiving, he called frantically needing to speak to someone stating that it was an emergencyThe emergency was, he now wanted to just cancel everything and went on and on how other people told him that single vision lenses could not be ordered originally without a frameHe insisted that the same people were strongly encouraging him into purchasing the lenses from them and were making it difficult by saying they wouldn't warranty his frame purchased in their location without him ordering lenses as wellThat, sounded completely wrong and he was explained all the reasons why almost months later, an order cannot just be canceledHis response was that he needed to get his way or he would just complain everywhere and badmouth the officeThe obvious response back to him, was certainly an apology that he felt this way and that the only thing that was done, was exactly as he directed the office to do in placing the order he wantedAnd even after he changed his mind and wanted a progressive lens, the office tried to work with him, and that was not enoughFurthermore, his comment about [redacted] being the doctor's wife is both incorrect and absolutely would be none of his business if it were trueBut as he stated on the phone, his goal is to either get his way or he will create a bad wrap for the officeSuch patients that obviously are malicious and have no understanding of a contract/custom order are the reason why this matter will be forwarded to our legal departmentAlthough our office tries to bend over backwards, we are not in business to be used to place fraudulent ordersUnfortunately also, our office has made the mistake of being too understanding and working with patients in the past, the minute the custom order policy was upheld, people felt angered and have filed numerous bogus complaints that our legal department will be handling one at a timeFor a patient who he himself has attested to running his own company, the expectation would be that he understands custom orders.If you have any further questions please feel free to contact the officeIn the meantime, our office will investigate Mr [redacted] and his allegations

Patient seen for eye exam and a contact lens exam and fittingShe was issued a prescription for both distance and reading and left the exam room with contacts on her eyesIn above complaint she fails to mention that she actually left with contact lens trials AND that she placed an order for a full years worth of contact lensesShe also failed to mention that she was given a prescription and a choice to order distance / reading separate pairs, bifocals or no line bifocals- progressivesor she can just order her eyewear elsewhereThe promotion included a free frame with purchase of lenses on a multiple pairShe is correct that there are only certain frames included in that promotion and that high end frames like [redacted] and [redacted] were not offered as a free frame.Once given the total, she did ask for some time to pay the remainder offEyewear was ordered, picked up from the office and were being worked on when she phoned later the following dayThe office explains in detail and asks for the patients consent in understanding that custom medical devices cannot be canceled once orderedShe gave her consented signature but the following day expected that the office cover all the costs on her behalf because she changed her mindIt was explained to her that it would not be possible to cancel, but she insisted that if it's not canceled, the office would be stuck anyway with the product because she will dispute the chargesShe then sent her husband in the office, making accusations and stated his state By was wrong according to the insurance company ( which by the way, the insurance company was contacted by the office and they clearly read the notes back to us stating they made it clear to both the patient and husband that they could see nothing wrong with anything since nothing had yet been billed)but the husband continued to get loud and intimidating with office staffHis belegerance caused the Newport Beach to be dispatched and he was confronted outside the office, waking out of the supermarketStaff was eventually calmed down and in an effort to put this all behind, no charges were filed by staff Patient recently came in escorted by police to pick up eyewear from five months ago and she refused to pay the remainder of the balanceAgain in an effort to de-escalate this matter, she was allowed to pick up the eyewear without paying the balanceNow, once if was picked up, in order to continue the escalation of this bad situation she created, she files a Revdex.com complaintSince we have all signed documents proving the sequence of events, all will be forwarded to office legal department for further investigationAny further complaints or Harassment of any office staff will not be tolerated Bullying any company by using respectable venues such as the Revdex.com or any other venues just to get your way is unconceavable and takes a certain type of person to follow those unethical actions out of spiteThat type of behavior will not be tolerated and willE forwarded and added to the previous police report cited back in MayInstead of taking care of patients that appreciate our care for each and every patient, we have to stop and respond to this spiteful complaintIf the complaint is that as a patient you want the best available eyecare and eyecare materials but refuse to oY for the services, certainly our office is not the right place to do business inWe offer only the highest quality devices and materials and cannot compete with bargain eyecare places such as [redacted] and [redacted] , as we don't provide low-end products

At this pint, I think we were very clear and detailed in the first responseComplaint forwarded to legal department since this issue is far greater due to the harrassment and intimidation factor of the spouse involved

Office in receipt of patient's responseIt is very unfortunate that he has such little faith and trust in an office doing business for over two decadesIt is also unfortunate that he has not understood anything written from our office the first timeIt's a shame that he, as a business owner doesn't understand how business is runCombined with being sold at other locations, all sorts of things, it is obvious that he refuses to understand that he placed a custom order for eyewear that he understood could not be cancelled, but maintains that he wants to cancel it anywayOur "legal department " is not located in our office as he may have understoodAll business have attorneys that handle mattersIt is unfortunate that we could not get him to understand anything written in the first responseWe try to help as many patients as possible but unfortunately cannot make everyone happy- especially patients that do not understand the essence of "no refunds " on orders placed. The offer to a pair in a progressive still stands until December 20th, Our office certainly does not want to pursue any business with any patients that place custom orders, then expect a refund.The office has a very strong positive community followingHowever, patients looking for Eyecare and Eyewear at very low quality or prices that are *** type pricing/ product would probably not be happy in our practiceAlthough upon request, we can order lesser quality items, that is typically not the norm. Hopefully, patient can find a place in the future closer to his budget range

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
First of all the first two sentences are a complete lie:Patient seen for eye exam and a contact lens exam and fitting. She was issued a prescription for both distance and reading and left the exam room with contacts on her eyes. In above complaint she fails to mention that she actually left with contact lens trials AND that she placed an order for a full years worth of contact lenses. She also failed to mention that she was given a prescription.I walked in to the office wearing my own contact lenses and walked out wearing my own contact lenses.  The Dr. had me remove my contact lenses to complete the exam, but I put them back on my eyes when he was done with the exam.  I was never provided with contact lens trials as there were not trials in the office and I was told they had to order trials.  How could the Dr. know what my prescription was if he did not have any trials to provide me.  He never gave me any contact lenses from the Dr. office to try on nor was I provided with a prescription for contact lenses or an eyeglass prescription.Even though my insurance company was never billed, the bill from the Drs. office was reviewed by them and I was informed that the codes [redacted] entered did not correspond with the amounts to be charged.  I was also informed that Dr. Bold was not a provider on my insurance.
Regards,
[redacted]

Patient seen for eye exam and a contact lens exam and fitting. She was issued a prescription for both distance and reading and left the exam room with contacts on her eyes. In above complaint she fails to mention that she actually left with contact lens trials AND that she placed an order for a full...

years worth of contact lenses. She also failed to mention that she was given a prescription and a choice  to order distance / reading separate pairs, bifocals or no line bifocals- progressives... or she can just order her eyewear elsewhere. The promotion included a free frame with purchase of lenses on a multiple pair. She is correct that there are only certain frames included in that promotion and that high end frames like [redacted] and [redacted] were not offered as a free frame.Once given the total, she did ask for some time to pay the remainder off. Eyewear was ordered, picked up from the office and were being worked on when she phoned later the following day. The office explains in detail and asks for the patients consent in understanding that custom medical devices cannot be canceled once ordered. She gave her consented signature but the following day expected that the office cover all the costs on her behalf because she changed her mind. It was explained to her that it would not be possible to cancel, but she insisted that if it's not canceled, the office would be stuck anyway with the product because she will dispute the charges. She then sent her husband in the office, making accusations and stated his state By was wrong according to the insurance company ... ( which by the way, the insurance company was contacted by the office and they clearly read the notes back to us stating they made it clear to both the patient and husband that they could see nothing wrong with anything since nothing had yet been billed)... but the husband continued to get loud and intimidating with office staff. His belegerance caused the Newport Beach to be dispatched and he was confronted outside the office, waking out of the supermarket. Staff was eventually calmed down and in an effort to put this all behind, no charges were filed by staff.  Patient recently came in escorted by police to pick up eyewear from five months ago and she refused to pay the remainder of the balance. Again in an effort to de-escalate this matter, she was allowed to pick up the eyewear without paying the balance. Now, once if was picked up, in order to continue the escalation of this bad situation she created, she files a Revdex.com complaint. Since we have all signed documents proving the sequence of events, all will be forwarded to office legal department for further investigation. Any further complaints or Harassment of any office staff will not be tolerated.  Bullying any company by using respectable venues such as the Revdex.com or any other venues just to get your way is unconceavable and takes a certain type of person to follow those unethical actions out of spite. That type of behavior will not be tolerated and will. E forwarded and added to the previous police report cited back in May. Instead of taking care of patients that appreciate our care for each and every patient, we have to stop and respond to this spiteful complaint. If the complaint is that as a patient you want the best available eyecare and eyecare materials but refuse to oY for the services, certainly our office is not the right place to do business in. We offer only the highest quality devices and materials and cannot compete with bargain eyecare places such as [redacted] and [redacted], as we don't provide low-end products.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[I reject her offer because it does not solve the issue. I
was charged for 2 sets of lenses based on lies and deception. I still demand
full refund for the 2 set of lenses which were never made.  Furthermore,
Bold Optometry is apparently operating under a very tight budget. [redacted] is the doctor’s
assistant, the saleswoman, the person who takes measurements and the customer
service rep who always fights with customers. So I don’t think, after what we
went through, it would be a good idea that [redacted] and I meet again. In addition,
I no longer can trust my visual health to this office.
As I stated before, I am taking this chance in responding
on Revdex.com to warn future patients from the very rude unethical deceptive practices
by Bold Optometry represented by [redacted].  The negative reviews on [redacted] and
[redacted] for both locations, La Palma and Newport Beach, are the true accurate
measure reflects the unethical practices of this office. Moreover, the
desperate need of this office to deceive patients by buying fake reviews on
[redacted] is another clear evidence of the bottom low customer satisfaction rate
this office acquired over the years. [redacted] 
Again, [redacted] resorts to a lie to get herself out of a lie.
There is a distinctive difference between the terms “our legal department”
and “our legal advisor”. If the she does not know the difference and
when each is to be used, then she should not be responding to any official
complaints. She knows the difference and she intentionally lied by using
“department” only to try to intimidate me. 
Another lie stated in her 2nd
response to Revdex.com was claiming the reason of my dissatisfaction was a budget
issue! She went further to lie and wrote, “Although upon request,
we can order lesser quality items, that is typically not the norm” to give
the reader the impression that Bold Optometry is an exclusive high-end upper scale
business and the only customer complains about them is the one who cannot
afford them.
  I won’t comment on
her ridiculing a reputable high standard quality business such as [redacted], But I
want  Revdex.com staff and the readers to know that Bold Optometry in the City of
La Palma is literarily next door to [redacted], both are
located in the same shopping center. The La Palma office is the official and
primary business address registered with the Secretary of State and the
Board of Optometry. The reader can look up it up on [redacted] map. So, [redacted] and
[redacted] have been serving [redacted] neighborhood for the last 20 years. To be
fair I must say that their office in Newport Beach is located next door to Vons!
 
Bold Optometry [redacted]
If Bold’s Optometry and its representative [redacted] dared
without hesitation to lie in these official complaints ,which will be in
records for 3 years, just imagine what they do when the unexpected patients
walks in.
Patients be informed that you can
complain about Bold Optometry unethical practices by: 
File
complaints with Revdex.com, Broad of Optometry, and Department of Consumer
Affairs 
Review
your experience on [redacted], [redacted], and [redacted]. 
Sue
them at the Small Claims Court. 
\]
Regards,
[redacted]

Patient came in for an eye exam and was given his Rx on the day of visit and asked to sign receipt of the rx. If he does not have that copy or left it behind, another copy can easily be provided to him at any time. He sat down to discuss options for his distance and reading prescription. One of the...

options was either a bifocal with a line or a progressive lens.. The other option was to not do multifiocal at all and just do 2 separate pairs . One for distance and one for reading. These choices are always left to be made by the patient wearing the glasses.He proceeded to discuss his options and decided he wanted one pair for the distance and one for the reading. He was informed that frames also are an option that can be purchased anywhere. He opted to "bring his own frames". The pupillary distance, we obviously have since we are the ones who did the eye exam.. And we are the office that placed the order that he wanted ordered. Since they are single vision lenses, and not multifilament lenses, they absolutely can be ordered. Once frames are dropped off, the large lens blanks are cut to size. There is no concern about frame size and whether or not the frame would work, because no progressive and no bifocal with a line was ordered. Patient was explained once order is placed, there is no refunds or cancellations - however, there is a 30 day warranty that allows for a re- do if the prescription needs to be modified. Patient signed in acknowledgement of the policy in several places.Approximately a week later, instead of dropping  off 2 frames so that the lenses can be cut down into the frames, he and his wife called and wanted to switch to progressive lenses. Contrary to the order he originally placed, he was told that we will try to work within the 30 day policy and re-do a single vision pair into a progressive. He was asked to come in and bring in the appropriate frames which at that point WOULD require a seg height measurement prior to any re-ordering -since it would be a progressive bifocal ( no longer a single vision). He agreed to come in and never did. A day prior to Thanksgiving, he called frantically needing  to speak to someone stating that it was an emergency. The emergency was, he now wanted to just cancel everything and went on and on how other people told him that single vision lenses could not be ordered originally without a frame. He insisted that the same people were strongly encouraging him into purchasing the lenses from them and were making it difficult by saying they wouldn't warranty his frame purchased in their location without him ordering lenses as well. That, sounded completely wrong and he was explained all the reasons why almost 2 months later, an order cannot just be canceled. His response was that he needed to get his way or he would just complain everywhere and badmouth the office. The obvious response back to him, was certainly an apology that he felt this way and that the only thing that was done, was exactly as he directed the office to do in placing the order he wanted. And even after he changed his mind and wanted a progressive lens, the office tried to work with him, and that was not enough. Furthermore, his comment about [redacted] being the doctor's wife is both incorrect and absolutely would be none of his business if it were true. But as he stated on the phone, his goal is to either get his way or he will create a bad wrap for the office. Such patients that obviously are malicious and have no understanding of a contract/custom order are the reason why this matter will be forwarded to our legal department. Although our office tries to bend over backwards, we are not in business to be used to place fraudulent orders. Unfortunately also, our office has made the mistake of being too understanding and working with patients in the past, the minute the custom order policy was upheld, people felt angered and have filed numerous bogus complaints that our legal department will be handling one at a time. For a patient who he himself has attested to running his own company, the expectation would be that he understands custom orders.If you have any further questions please feel free to contact the office. In the meantime, our office will investigate Mr. [redacted] and his allegations.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This is just [redacted]'s way of attempting to bully a customer instead of admitting that a mistake was made and that no contact lenses were provided.  There was never any attempt to intimidate, but merely get a clear explanation of why [redacted] thought it was okay to enter medical codes for services on the bill provided to the customer and then state that she would enter correct codes when the insurance company was billed.  This just sounded odd.  As of this date Dr. Bold's office still had not submitted any claim for service and I have since seen another eye doctor, who stated that my eyes are healthy and provided sample disposable contact lenses to try.  I was able to sample them successfully and was provided a prescription to purchase contact lenses anywhere, but chose to obtain them through the office I visited.[redacted] continues to lie about what occurred and then attempts to lie to cover up the lie.  I have read the previous Revdex.com complaint and there appears to be similar activity with Dr. Bold's office that may be deeper than just dissatisfied customers.  [redacted] also indicated in the previous complaint that she would refer the matter to their legal department.I realize that the Revdex.com cannot force or encourage a business to conduct business, but allows for a debate between the two parties that does not end up resolving anything. Apparently, we will have to agree to disagree on this issue.  I will never seek treatment from Dr. Bold again.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[No refund was made.                      I know Revdex.com cannot compel Dr. Bold’s office to refund me, so I am
writing this response to warn future patients from falling in the same trap I
fall in.  Unfortunately, Dr.
Bold office represented by [redacted] lied in their response to Revdex.com in many points.
1.      
I don’t need to badmouth
Dr. Bold Office and staff. [redacted] and Dr. Bold did a great job in creating a bad
reputation to their offices in Newport Beach and in La Palma. Look up on [redacted]
and on [redacted] the 2 offices of Dr. Bold to read the overwhelming negative reviews
about both locations made over the years. The overall ratings for both offices
are deep in the negative red. The common complaint among reviewers is
dishonesty. Had I read the reviews before visiting them I would not be in this
spot. My ways to defend my rights are more professional than [redacted] thinks. I
have the small claims court, the Board of Optometry, and my credit card company
to address my complaints as a consumer. Also as an internet company owner and
expert, I have [redacted] and the Consumer Affairs Dept to report to the fake
reviews Dr. Bold bought and added to his [redacted] reviews. Please see the link
below.
[redacted]
We all have experienced sometime in our lives the discomfort
and anger when one discovers that one has been cheated and lied to. When it
comes from a doctor and his staff, the anger is greater. A doctor and his staff
are held at higher ethical standards than any other professional. At least this
is the way it is supposed to be.
2.       She lied when
she stated; “ our legal department …..etc”.  I leave it to the Revdex.com staff and the readers to
judge for themselves whether this is a case of pathological lying or a state of
delusion. What “ legal department” is she talking about? The size of each
office is around 1,000 sqt with 2.5 days a week operating time capacity and 3
employees; Dr. Bold, [redacted] and a receptionist. Dr. Bold business does not have
its own legal department. On the other hand, I take it as an unlawful
intimidating measure from Dr. Bold office to stop me from pursuing my right.
3.     She lied about
the RX and the advice on whether to go for 2 pairs of single vision lenses versus
one pair of progressive. No, I was not given the RX when I requested it, but I
was given the runaround and the sales-pitch instead. Now, after they took my
money and locked the sale they are not interested any longer in keeping the RX
from me. [redacted] is in the office to do sales ….period. She is very good in
selling her product and services but, sadly, she is dishonest.
I did sign the receipt, which had the cancelation policy. I
signed it because I thought I could trust them. It did not cross my mind for a
second that they would be lying to me, would be betraying the trust I gave them
when I asked him which way you think I should go. They name the options to you
but they mislead you to choose what they want you to choose.  They untruthfully presented the pros and cons
in a favorable way towards the 2 pairs of lenses.  Comparing [redacted] reviews to my experience, I
can see the same sales-pitch set up and techniques we all went through.
 
4.     She lied about
the lenses already being made. Her explanation about the single vision and the
frame fitting is not accurate and misleading.  Ironically when she was pushing the sale on me
to buy one of her outdated frames she attempted to take the measurements of one
frame she suggested “it fitted my look perfectly”.  However,  I did not choose any of their frames.  I left their office in good faith and went
directly to buy the frames from the [redacted], which is a 3 minute drive.
Only then I learned that I did not need 2 sets of lenses and I must have gotten
1 set of progressive lenses.  So I called
[redacted] within 60 minutes from me leaving her office and requested from her the
progressive lenses.  My phone bill proves
this call, which [redacted] never mentioned in her response to Revdex.com. In that phone
call [redacted] gave me the runaround and the sales-pitch again and she literally
stated that she had already sent the order to the optical lab and it was too
late to change the order to progressive lenses! All that within 60
minutes! Surprised and did not know what exactly to do I decided to look into
this matter in more detail over the weekend. So I went on Sunday 10-18-2015 to
3 reputable optometrists whom each have a great reputation, excellent customer
satisfaction rate and a business volume thousands of times larger than Bold’s,
and I got my 2nd shock. All 3 ,you find below, stated that it is unheard of
that an optometrist would make single vision lenses without
measuring the frame on the face, it is impossible unless that optometrist is
willing to do a “Mickey Mouse job”. Optometrists take a picture of the patient
face with the frame on to make sure, that the single vision glasses made
perfect.  The Revdex.com staff and readers can verify
the fact that the frame is needed when making a single vision lenses by contacting
any reputable optometrist such as [redacted] and [redacted].
5. I would like [redacted] to explain exactly what she means by “work
through the 30 days return policy and re-do single vision lenses into
progressive”. If the progressive lenses could eventually be made after
the order was submitted to the lab, then why did we go through this? Why did
she not make the progressive lenses from the first call I made within 60
minutes after I left her office the visit day? [redacted] came with this offer after
she felt things between us were about to turn into a legal dispute, 10 days
after the visit. To get herself an honorable way out of the lie she said she
lied again! This offer is a shady and dishonest business practice in any way
one can look it up.  Either she was
bluffing me or she had the intention to unlawfully take advantage of the 30
days warranty policy by rejecting the single vision lenses anyway. Moreover,
this offer was under one condition: no refund will be made for the price difference
between one set of progressive and the 2 sets of the single vision.
Dr. Bold office apparently is not capable of understanding
that most people are decent humans who refuse to go through such shady deals
and practices.                               ]
Regards,
[redacted]