Complaint: [redacted] I am rejecting this response because: On 5/15/I was fitted & measured for progressive lenses by AliciaAT NO TIME did she give me a copy of, or even verbally tell me, that they had a year old “Progressive Non-Adapt Policy” That would have been beneficial to know ahead of time as I would never have ordered them there to begin with & we wouldn’t be going through this process nowIn questioning friends who wear glasses, many Optometrists offer a full money back guaranteeI will definitely ask this question of my next OptometristThis has been an expensive lesson learned In his letter, C [redacted] states I did not have any initial complaintsThis is not trueFrom the first time I put the glasses on, on 5/28/15, my near vision was very blurry & I could only see a circle about the size of a quarter through the lensesThis did not allow me to do my job as a Desk Clerk for the Portland Police BureauI was told that progressive lenses have a “sweet spot” & that the peripheral vision is affected & blurry, but in talking with friends, they have Opticians who have been able to get lenses that the “sweet spot” extends from edge to edge of the lens, thereby allowing the user to see clearly without turning their head to try to find the spotIt was also stated in their letter that the “sweet spot” is found by moving the eyes instead of the headThe Optician said the exact opposite to meTo a new user, which am I to believe? I tried to use the glasses at work on Friday, 5/29/(day after picking them up, not a “few days” as stated in the letter) and called THAT DAY to reschedule to have them fixedI returned them on Monday, 6/1/So, the “few days” was the weekend when their office was closedI was not able to see near vision well enough to do my work from the first day I wore themIn other words, they have been completely USELESS to me! When I met with the 2nd Optician, Steve, on 6/1/15, he was adjusting the glasses by placing marks on the lensesThen he took them back to a separate room to make other adjustments to them and at that time he made a reference that Alicia wasn’t a very experienced Optician & that he would try to remedy her mistakesIt’s interesting that he dissed his co-worker but yet on 6/10/15, he sent me home with the brand new “adjusted” glasses that fell apart as soon as I took them offHe also suggested I use this new $1,pair of glasses to see far distance when driving & use my cheap pair of readers for workI told him I thought for that much money I should be able to get a pair of glasses that would work for bothI am frustrated & dissatisfied by the incompetency of their staff, and also with the products they sellFrom the original point of ordering the glasses on 5/15/to 6/12/when I returned them for a refund, I wore them a total of timesMost of that time, they were in the lab being created or re-created(Just long enough to ensure the insurance claim was paid in full!) I do not feel it is justified to force a customer to continue to keep trying to rectify a faulty product just because the insurance claim has already been processed! I lost all confidence in their ability to produce a product free of defects and I do not want to waste any more of my sick leave from work to continue going back time & time again to get a product that I cannot use I have NEVER had such a difficult time with returning any merchandise that I was not happy with & do not want to continue as a patient with this companySince returning the glasses, I have requested a reversal of charges from my credit card company for the amount I paid out of pocketThey have since reversed the $back to my accountWhat I am still requesting, is for Carkner’s to rescind my insurance claim so that I might go elsewhere for a new pair of glassesIf they do not, I will have to wait years, per my insurance benefit, to have another exam and get glasses Sincerely, [redacted]
Hello, This is to inform you that this complaint issue has been resolvedThe insurance company has reversed the claim so that I can go elsewhere to get eye glasses Thank you, [redacted] Complaint # [redacted]
I am writing in response to the complaint filed on 06/16/by patient *** ***This patient was seen for a routine eye exam on 05/15/Following the exam it was determined correction was needed and the patient did order a pair of progressive lens and frames, at which time insurance
was billed for services rendered and patient paid for any out of pocket expense not covered by insuranceThe patient picked up these glasses on 05/28/and didn't have any initial complaints but did call a few days later stating she was having problems with her near vision while wearing her new glassesAn appointment was set for 06/01/2015, at which time *** came in to speak with the optician about the problems she'd been experiencingHe suggested we try a different route by ordering another set of lenses for her glasses that may possibly correct the problems she was describing with her close up visionThe patient stated that she works at a desk with different computer monitors which are at different lengths from her, and that she is constantly looking up, down, left and right, which is different from the norm of sitting the same distance from your computer and looking straight ahead at itThe optician explained to the patient progressive lenses can be difficult to adjust to for some people if they have never worn them beforeThere is a "sweet spot" for reading/near vision in each progressive lens that must be found by moving the eyes instead of turning your head to see, which can be difficult for some because this is not the natural reaction one hasThe newLenses were ordered with a larger "sweet spot", and arrived at our office from the lab on 06/11/and were picked up that same day by the patient*** did mention that here near vision with these new lenses was blurred, and the Optician suggested wearing them for a few days to see how her eyes will adjustTo this the patient agreed*** called on the morning of 06/12/and spoke with the front desk staffShe stated that her glasses broke and that she wants her money backShe was asked to provide more information at which time she stated the nose piece had broken and that she believed the quality of the frame was subpar, that she was still not happy with the way she was seeing out of her lenses, and she wants all of her money back now, as she is on her way to work and will drop the glasses off before she goes inApologies were expressed to the patient about the nose pad, and that she could bring the glasses by before she went in to work, so that we may fix the nose pad issueThe patient stated that she doesn't want her glasses fixed she wants her money back and will go somewhere elseAgain the patient was asked if she would give us the opportunity to correct the issue, again the patient refusedSince we do understand that with progressive lenses there is an adaption period for new wearers, we have had in place for close to years a Progressive Non-Adapt Policy which simply means we will continue to adjust the lenses until we find a correction that works for the patient or if the patient can not adapt to progressive lenses, which does happen periodically, we will switch to a different product ie: a single vision or bifocal lensThis was explained to the patient at which time she stated she did not want to work with us any longerThe patient was told by the front desk staff that she will need to speak with billing- and the doctor, but she is not able to issue out any refunds as services have been renderedWe have offered to replace the full frame even though it was just a loose screw, the screw was not stripped as stated by the patientWe have in good faith attempted to resolve this issue and feel it could be remedied in short order but the patient has been unwilling to attempt to resolve itCarkner's Family Vision Care
Complaint: ***I am rejecting this response because:
On 5/15/I was fitted & measured for progressive lenses by AliciaAT NO TIME did she give me a copy of, or even verbally tell me, that they had a year old “Progressive Non-Adapt Policy” That would have been beneficial to know ahead of time as I would never have ordered them there to begin with & we wouldn’t be going through this process nowIn questioning friends who wear glasses, many Optometrists offer a full money back guaranteeI will definitely ask this question of my next OptometristThis has been an expensive lesson learned
In his letter, C*** states I did not have any initial complaintsThis is not trueFrom the first time I put the glasses on, on 5/28/15, my near vision was very blurry & I could only see a circle about the size of a quarter through the lensesThis did not allow me to do my job as a Desk Clerk for the Portland Police BureauI was told that progressive lenses have a “sweet spot” & that the peripheral vision is affected & blurry, but in talking with friends, they have Opticians who have been able to get lenses that the “sweet spot” extends from edge to edge of the lens, thereby allowing the user to see clearly without turning their head to try to find the spotIt was also stated in their letter that the “sweet spot” is found by moving the eyes instead of the headThe Optician said the exact opposite to meTo a new user, which am I to believe? I tried to use the glasses at work on Friday, 5/29/(day after picking them up, not a “few days” as stated in the letter) and called THAT DAY to reschedule to have them fixedI returned them on Monday, 6/1/So, the “few days” was the weekend when their office was closedI was not able to see near vision well enough to do my work from the first day I wore themIn other words, they have been completely USELESS to me!
When I met with the 2nd Optician, Steve, on 6/1/15, he was adjusting the glasses by placing marks on the lensesThen he took them back to a separate room to make other adjustments to them and at that time he made a reference that Alicia wasn’t a very experienced Optician & that he would try to remedy her mistakesIt’s interesting that he dissed his co-worker but yet on 6/10/15, he sent me home with the brand new “adjusted” glasses that fell apart as soon as I took them offHe also suggested I use this new $1,pair of glasses to see far distance when driving & use my cheap pair of readers for workI told him I thought for that much money I should be able to get a pair of glasses that would work for bothI am frustrated & dissatisfied by the incompetency of their staff, and also with the products they sellFrom the original point of ordering the glasses on 5/15/to 6/12/when I returned them for a refund, I wore them a total of timesMost of that time, they were in the lab being created or re-created(Just long enough to ensure the insurance claim was paid in full!)
I do not feel it is justified to force a customer to continue to keep trying to rectify a faulty product just because the insurance claim has already been processed! I lost all confidence in their ability to produce a product free of defects and I do not want to waste any more of my sick leave from work to continue going back time & time again to get a product that I cannot use
I have NEVER had such a difficult time with returning any merchandise that I was not happy with & do not want to continue as a patient with this companySince returning the glasses, I have requested a reversal of charges from my credit card company for the amount I paid out of pocketThey have since reversed the $back to my accountWhat I am still requesting, is for Carkner’s to rescind my insurance claim so that I might go elsewhere for a new pair of glassesIf they do not, I will have to wait years, per my insurance benefit, to have another exam and get glasses
Sincerely,*** ***
Hello,
This is to inform you that this complaint issue has been resolvedThe insurance company has reversed the claim so that I can go elsewhere to get eye glasses
Thank you,
*** ***Complaint #***
Complaint: [redacted] I am rejecting this response because: On 5/15/I was fitted & measured for progressive lenses by AliciaAT NO TIME did she give me a copy of, or even verbally tell me, that they had a year old “Progressive Non-Adapt Policy” That would have been beneficial to know ahead of time as I would never have ordered them there to begin with & we wouldn’t be going through this process nowIn questioning friends who wear glasses, many Optometrists offer a full money back guaranteeI will definitely ask this question of my next OptometristThis has been an expensive lesson learned In his letter, C [redacted] states I did not have any initial complaintsThis is not trueFrom the first time I put the glasses on, on 5/28/15, my near vision was very blurry & I could only see a circle about the size of a quarter through the lensesThis did not allow me to do my job as a Desk Clerk for the Portland Police BureauI was told that progressive lenses have a “sweet spot” & that the peripheral vision is affected & blurry, but in talking with friends, they have Opticians who have been able to get lenses that the “sweet spot” extends from edge to edge of the lens, thereby allowing the user to see clearly without turning their head to try to find the spotIt was also stated in their letter that the “sweet spot” is found by moving the eyes instead of the headThe Optician said the exact opposite to meTo a new user, which am I to believe? I tried to use the glasses at work on Friday, 5/29/(day after picking them up, not a “few days” as stated in the letter) and called THAT DAY to reschedule to have them fixedI returned them on Monday, 6/1/So, the “few days” was the weekend when their office was closedI was not able to see near vision well enough to do my work from the first day I wore themIn other words, they have been completely USELESS to me! When I met with the 2nd Optician, Steve, on 6/1/15, he was adjusting the glasses by placing marks on the lensesThen he took them back to a separate room to make other adjustments to them and at that time he made a reference that Alicia wasn’t a very experienced Optician & that he would try to remedy her mistakesIt’s interesting that he dissed his co-worker but yet on 6/10/15, he sent me home with the brand new “adjusted” glasses that fell apart as soon as I took them offHe also suggested I use this new $1,pair of glasses to see far distance when driving & use my cheap pair of readers for workI told him I thought for that much money I should be able to get a pair of glasses that would work for bothI am frustrated & dissatisfied by the incompetency of their staff, and also with the products they sellFrom the original point of ordering the glasses on 5/15/to 6/12/when I returned them for a refund, I wore them a total of timesMost of that time, they were in the lab being created or re-created(Just long enough to ensure the insurance claim was paid in full!) I do not feel it is justified to force a customer to continue to keep trying to rectify a faulty product just because the insurance claim has already been processed! I lost all confidence in their ability to produce a product free of defects and I do not want to waste any more of my sick leave from work to continue going back time & time again to get a product that I cannot use I have NEVER had such a difficult time with returning any merchandise that I was not happy with & do not want to continue as a patient with this companySince returning the glasses, I have requested a reversal of charges from my credit card company for the amount I paid out of pocketThey have since reversed the $back to my accountWhat I am still requesting, is for Carkner’s to rescind my insurance claim so that I might go elsewhere for a new pair of glassesIf they do not, I will have to wait years, per my insurance benefit, to have another exam and get glasses Sincerely, [redacted]
Hello, This is to inform you that this complaint issue has been resolvedThe insurance company has reversed the claim so that I can go elsewhere to get eye glasses Thank you, [redacted] Complaint # [redacted]
I am writing in response to the complaint filed on 06/16/by patient *** ***This patient was seen for a routine eye exam on 05/15/Following the exam it was determined correction was needed and the patient did order a pair of progressive lens and frames, at which time insurance
was billed for services rendered and patient paid for any out of pocket expense not covered by insuranceThe patient picked up these glasses on 05/28/and didn't have any initial complaints but did call a few days later stating she was having problems with her near vision while wearing her new glassesAn appointment was set for 06/01/2015, at which time *** came in to speak with the optician about the problems she'd been experiencingHe suggested we try a different route by ordering another set of lenses for her glasses that may possibly correct the problems she was describing with her close up visionThe patient stated that she works at a desk with different computer monitors which are at different lengths from her, and that she is constantly looking up, down, left and right, which is different from the norm of sitting the same distance from your computer and looking straight ahead at itThe optician explained to the patient progressive lenses can be difficult to adjust to for some people if they have never worn them beforeThere is a "sweet spot" for reading/near vision in each progressive lens that must be found by moving the eyes instead of turning your head to see, which can be difficult for some because this is not the natural reaction one hasThe newLenses were ordered with a larger "sweet spot", and arrived at our office from the lab on 06/11/and were picked up that same day by the patient*** did mention that here near vision with these new lenses was blurred, and the Optician suggested wearing them for a few days to see how her eyes will adjustTo this the patient agreed*** called on the morning of 06/12/and spoke with the front desk staffShe stated that her glasses broke and that she wants her money backShe was asked to provide more information at which time she stated the nose piece had broken and that she believed the quality of the frame was subpar, that she was still not happy with the way she was seeing out of her lenses, and she wants all of her money back now, as she is on her way to work and will drop the glasses off before she goes inApologies were expressed to the patient about the nose pad, and that she could bring the glasses by before she went in to work, so that we may fix the nose pad issueThe patient stated that she doesn't want her glasses fixed she wants her money back and will go somewhere elseAgain the patient was asked if she would give us the opportunity to correct the issue, again the patient refusedSince we do understand that with progressive lenses there is an adaption period for new wearers, we have had in place for close to years a Progressive Non-Adapt Policy which simply means we will continue to adjust the lenses until we find a correction that works for the patient or if the patient can not adapt to progressive lenses, which does happen periodically, we will switch to a different product ie: a single vision or bifocal lensThis was explained to the patient at which time she stated she did not want to work with us any longerThe patient was told by the front desk staff that she will need to speak with billing- and the doctor, but she is not able to issue out any refunds as services have been renderedWe have offered to replace the full frame even though it was just a loose screw, the screw was not stripped as stated by the patientWe have in good faith attempted to resolve this issue and feel it could be remedied in short order but the patient has been unwilling to attempt to resolve itCarkner's Family Vision Care
Complaint: ***I am rejecting this response because:
On 5/15/I was fitted & measured for progressive lenses by AliciaAT NO TIME did she give me a copy of, or even verbally tell me, that they had a year old “Progressive Non-Adapt Policy” That would have been beneficial to know ahead of time as I would never have ordered them there to begin with & we wouldn’t be going through this process nowIn questioning friends who wear glasses, many Optometrists offer a full money back guaranteeI will definitely ask this question of my next OptometristThis has been an expensive lesson learned
In his letter, C*** states I did not have any initial complaintsThis is not trueFrom the first time I put the glasses on, on 5/28/15, my near vision was very blurry & I could only see a circle about the size of a quarter through the lensesThis did not allow me to do my job as a Desk Clerk for the Portland Police BureauI was told that progressive lenses have a “sweet spot” & that the peripheral vision is affected & blurry, but in talking with friends, they have Opticians who have been able to get lenses that the “sweet spot” extends from edge to edge of the lens, thereby allowing the user to see clearly without turning their head to try to find the spotIt was also stated in their letter that the “sweet spot” is found by moving the eyes instead of the headThe Optician said the exact opposite to meTo a new user, which am I to believe? I tried to use the glasses at work on Friday, 5/29/(day after picking them up, not a “few days” as stated in the letter) and called THAT DAY to reschedule to have them fixedI returned them on Monday, 6/1/So, the “few days” was the weekend when their office was closedI was not able to see near vision well enough to do my work from the first day I wore themIn other words, they have been completely USELESS to me!
When I met with the 2nd Optician, Steve, on 6/1/15, he was adjusting the glasses by placing marks on the lensesThen he took them back to a separate room to make other adjustments to them and at that time he made a reference that Alicia wasn’t a very experienced Optician & that he would try to remedy her mistakesIt’s interesting that he dissed his co-worker but yet on 6/10/15, he sent me home with the brand new “adjusted” glasses that fell apart as soon as I took them offHe also suggested I use this new $1,pair of glasses to see far distance when driving & use my cheap pair of readers for workI told him I thought for that much money I should be able to get a pair of glasses that would work for bothI am frustrated & dissatisfied by the incompetency of their staff, and also with the products they sellFrom the original point of ordering the glasses on 5/15/to 6/12/when I returned them for a refund, I wore them a total of timesMost of that time, they were in the lab being created or re-created(Just long enough to ensure the insurance claim was paid in full!)
I do not feel it is justified to force a customer to continue to keep trying to rectify a faulty product just because the insurance claim has already been processed! I lost all confidence in their ability to produce a product free of defects and I do not want to waste any more of my sick leave from work to continue going back time & time again to get a product that I cannot use
I have NEVER had such a difficult time with returning any merchandise that I was not happy with & do not want to continue as a patient with this companySince returning the glasses, I have requested a reversal of charges from my credit card company for the amount I paid out of pocketThey have since reversed the $back to my accountWhat I am still requesting, is for Carkner’s to rescind my insurance claim so that I might go elsewhere for a new pair of glassesIf they do not, I will have to wait years, per my insurance benefit, to have another exam and get glasses
Sincerely,*** ***
Hello,
This is to inform you that this complaint issue has been resolvedThe insurance company has reversed the claim so that I can go elsewhere to get eye glasses
Thank you,
*** ***Complaint #***