Clarkson Eyecare

Initial Business Response /* (1000, 5, 2016/01/11) */
To whom this concerns,
Mr*** brought his frames to us with some wear and tear on them that he bought in October of We told Mr*** we would order parts in to replace the worn parts even though it was not under warranty
Unfortunately, the parts have been on back order for over three months because the vendor who made his frame was bought outOur distribution department has reached out to our new vendor and managed to get a whole new frame, not just parts for Mr***Clarkson Eyecare has also offered Mr*** a $gift card to use towards future purchasesWe are sorry for any inconvenience this has caused Mr***Thank you Mr*** for bringing this to our attention so we could get this addressed
***

To whom this may concern,We appreciate the time you've taken address this issue with usWe treat each and every complaint as an opportunity to improve our companyWe have contacted Miss***, reviewed her bill and double checked her prescriptionMiss *** decided to restyle into a
different frame which was done at no charge to herOnce the claim was filed, the insurance company paid more on the claim than anticipatedClarkson Eyecare rushed the refund and the patient now has itWe apologize for any inconvenience we may have caused and look forward to working with Miss *** in the future. Thanks,

To whom this may concern, The doctors of Clarkson Eyecare take the health of their patient’s eyes extremely seriousWe pride ourselves on doing thorough and comprehensive eye examsOur doctors are legally obligated to diagnose systemic medical conditions with ocular manifestations found during
examinationThough Clarkson Eyecare is confident that this patient’s exam was performed properly based on the patient’s medical history; we feel we could have better communicated this with the patientThe patient’s vision insurance will not cover the exam when it has a medical diagnosis code, therefore requiring us to file under her medical insuranceClarkson Eyecare will remove the patient from collections and write off the remaining balance of $We will do a better job of communicating insurance situations and medical coding going forward. ***

To whom this may concern, Mr*** came in in 9/28/for a routine and contact lens examMr*** indicated he wanted new contacts on his paperwork and verbally to the doctorAfter his exam, the staff reviewed the pricing of his contact exam and ordered the contactsUpon reviewing his
file, it seems there was a miscommunication between the staff and Mr*** on whether or not we should have ordered his contactsClarkson returned the contacts as soon as Mr*** brought this to our attentionTypically, Clarkson Eyecare does not refund for exams/services provided by our doctorsIn this case we have agreed to remove this fee from Mr***’s bill for any inconvenience we may have caused himWe will reach out to Mr*** to see if there is anything else we can do to assist him

Initial Business Response /* (1000, 5, 2015/11/30) */
To whom this may concern,
Mr *** ordered glasses on 11/20/On 11/25/Mr *** called and asked for a refund in full on his glassesClarkson Eyecare ran a refunded the full amount on his credit card on the date he requested
it, 11/25/We followed up with Mr *** today to discover he did receive the refund in fullWe apologize for any inconvenience this has may have caused ***

To whom this concerns Clarkson Eyecare has reviewed Miss ***’s concernsMiss ***s purchased a pair of glasses on 7/12/She was charged $copay for her lenses plus $in taxes which brought her total to $As a provider of the medical insurance company, we are required to
charge the patient for any copays, coinsurance and deductible contracted by the insurance companyOn October 4’th Miss***s went to another location and stated she was not happy with the way her lenses were sitting in her frameClarkson Eyecare agreed to remake her lenses at no chargeThese glasses should be ready for her sometime this weekIf Miss ***s choses to have surgery to alter her prescription, she would be responsible for the new lensesIn many cases, their medical insurance will contribute to the purchases of new lenses after cataract surgeryWe have reached out to Miss ***s to explain this to her as well ***

To who whom this may concern,We have reached out to Miss *** this morning to inform her we will be issuing her a full refund for her customized lensesClarkson Eyecare does not typically refund for lenses as they are a custom ordered product that may not be returnedHowever, after reviewing
this case, we feel we could have done a better job of explaining the process better to our patientWe apologize for any inconvenience this may have caused our patient and hope to do business with her in the futureThanks,***

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
Sincerely,
*** ***

To whom this may concern, Clarkson Eyecare recognizes that we had an unusually long delay in our refund process. We truly regret not handling this process better from the beginningThis particular delay was brought to all the appropriate leaders to make sure this process does not happen again
in the futureClarkson Eyecare has contacted the patient and refunded their card the $We apologize for our delay in processing the refund and look forward to assisting Mrs*** in the future***

To whom this may concern, We have reached out and apologized to Mr***We are still waiting for payment from his insurance and therefore he does not need to worry about paying at this timeWe apologize for any inconvenience this may have caused Mr***Our billing department has taken the
appropriate steps to ensure Mr*** will not receive any more statements until the insurance department pays/denies our claimMr*** has also offered to send in some paperwork he received from his insurance company to hopefully move this process along quickerWe will work together to resolve this claim***

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. In addition they are looking into putting the information on the web site where you make your appointment - if you choose "eye exam" appointment - a message will show up letting patients know that if a medical problem is found - it will be considered a "medical appointment" and not an "eye exam" appointment.
Sincerely,
[redacted]

To whom this may concern, Bryce came in for a routine eye exam on 8/17/2017. At this time, [redacted] indicated he was interested in being fit for contacts for the first time. The doctor took the appropriate measurements to fit and order contact lens trials in for the patient to learn how to wear...

the contact lenses. Though the first half of the contact lens exam has already been performed, the doctor has agreed to refund Bryce for the fitting of his contacts, if he would like. The fitting has not been finalized so there is no contact lens prescription to provide the patient.  The eyeglass prescription has been finalized for the patient and he is welcome to have a copy of it. We have reached out to the patient and have not heard back from him to verify that is what he would like us to do.   Thanks, [redacted]

The business did not get this resolved until today, which is why I did not open their response. I did not realize I only had 7 days.  There is one more step they have to deliver, so I cannot close this out with my satisfaction as of yet. If you need to leave the complaint without a response from me that is fine.   A [redacted]

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.
Sincerely,
[redacted]

To whom this may concern, The doctors of Clarkson Eyecare take the health of their patient’s eyes extremely serious. We pride ourselves on doing thorough and comprehensive eye exams. Our doctors are legally obligated to diagnose ocular pathology found during clinical examination. Though Clarkson...

Eyecare is confident that this patient’s exam was performed properly based on the patient’s medical history and diagnosis; we feel we could have better communicated this with the patient. The patient’s vision insurance will not cover the exam when it has a medical diagnosis code, therefore requiring us to file under her medical insurance. We apologize for the delayed response from our billing department and will address this issue. We have left a message for the patient to call us back to further discuss her concerns.

To whom this [redacted] concern,
[redacted] came in for an eye exam on 9/17/2015. Our insurance group researched her benefits and found she had a discount plan. On 09/22/2015, [redacted] called to inform us that she should have better benefits than what we showed. Once further research was done, we discovered she...

had two insurance plans and one of them should cover a portion of her total. Clarkson Eyecare re-filed a claim with the insurance company on 09/24/2015 and received payment on 10/08/2015. The insurance covered her routine exam in full, a portion of the cl exam and nothing for the routine photos. [redacted] will be refunded the $81 dollars the insurance paid Clarkson. [redacted]'s refund was set to be mailed to her early next week as this process can take a few days. We understand that the patient feels inconvenienced while waiting for a refund after insurance has paid us. We have sped up the process and hope to have the check mailed out first thing tomorrow morning. Also, Clarkson Eyecare is going to refund [redacted] the $21 photos for patient satisfaction. This will give [redacted] a total refund of $102. We have reached out to [redacted] to see if there is anything else we can do for her.

Complaint: [redacted]
I am rejecting this response because: When I woke to her she told me I had to pay to put the lenses in the glasses. They should just replace the glasses because they did not even last 6 months. I know several people that has had to get their glasses fixed that purchased around the same time as me. It was not been a year in a half. I purchased my glasses April 27, 2015. These glasses should not have started falling apart and tarnishing in 6 months.
Sincerely,
[redacted]

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. I received a phone call from the District Manager from Clarkson Eyecare and called her back on 10/12. We discussed the situation and she informed me of their decision to remove the charges. The conversation was very congenial and I appreciate Clarkson Eyecare's willingness to hear our side of the story. As mentioned originally, we have been a customer for several years and have had great experiences in the past. We plan to continue to patronize Clarkson Eyecare going forward.
Sincerely,
[redacted]

To whom this may concern, Clarkson Eyecare recognizes that we have had an excessive delay on the patient’s eyeglasses. We understand that we have broken more than one promise and we will hold ourselves accountable for our mistakes Clarkson Eyecare has reached out the patient to let her know...

the refund check was mailed yesterday. We also told Mrs. [redacted] that we would like to prove that we can do business better than what she experienced. We have offered her a free pair of glasses at no charge. Clarkson Eyecare will be using the situation as a training tool in our office. We are truly sorry for any inconvenience we may have caused.   Thanks, [redacted]

To whom this may concern, After reviewing the records of Mrs. [redacted], it looks as though we made the mistake of mixing up the last four digits of her credit card number while processing a refund. We truly regret not handling this process better from the beginning. Clarkson Eyecare has rushed the...

refund process and mailed the patient her refund for her to receive in the next two to three business days. We sincerely apologize for our mistake, especially since it has inconvenienced Mrs. [redacted]. We have also reached out to Mrs. [redacted] and asked her to contact us if there are any further delays or concerns