Clarus Eye Centre

Complaint: [redacted] I am rejecting this response because they December not January However of their very poor business practices, the refund was not issued until the 11th As for my part, I filled out the form for a refund because Clarus advised me to do so They did not tell me that a request for a refund would be sent in by them I did pick up the check finally as of January so I guess that's all there is to it Sincerely, [redacted]

Complaint: ***
I am rejecting this response because they December not January. However of their very poor business practices, the refund was not issued until the 11th. As for my part, I filled out the form for a refund because Clarus advised me to do so. They did not tell me that a request for a refund would be sent in by them. I did pick up the check finally as of January so I guess that's all there is to it
Sincerely,
*** ***

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
I would like to say for the record for anyone who views this compliant that if English is your second language, the staff there treats you poorly and makes you feel as though your concerns do not matterOnce you've paid, their customer service and the customer experience is awfulThey should be ashamed for lying and not taking ownership for their mistakesThey just give you excuses, try to put the blame on you and hurry you offI know that I would never take a frame that was not in excellent shape in to have the lens updated or replacedThat is ridiculous
I hope they truly do follow through with they state they are doing and their attempts in fixing the problem
Sincerely, *** ***

In response to the complaint by our patient *** *** ***, who purchased eye glasses from Clarus Optical, we have investigated her complaint and have found that the patient billed her secondary insurance after our office had filed the claim with her primary coverage of MedicareMedicare also
files a claim with the patients secondaryIn essence the claim was filed separate times to her secondary*** could have checked a box on her claim form for her insurance to pay her directlyInstead the payment was sent to us.We had to make sure we were reimbursing her the correct amountWe received her secondary insurance payment in January from the claim the patient filedAt that time we processed a refund and sent it to our bookkeeper on January 8thThe refund check to the patient was written on January 11th but due to the Martin Luther King holiday the check was not mailed until January 16thAs of yesterday *** has still not received the refund check in the mailWe have stopped payment on that check and processed a new one in the amount of $335.12.We are sorry this has taken so long to resolve however, we do not reimburse patients for interest*** will be picking up her check today at the office.Hopefully this will resolve the issue for Ms***

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
I would like to say for the record for anyone who views this compliant that if English is your second language, the staff there treats you poorly and makes you feel as though your concerns do not matterOnce you've paid, their customer service and the customer experience is awfulThey should be ashamed for lying and not taking ownership for their mistakesThey just give you excuses, try to put the blame on you and hurry you offI know that I would never take a frame that was not in excellent shape in to have the lens updated or replacedThat is ridiculous
I hope they truly do follow through with they state they are doing and their attempts in fixing the problem
Sincerely, *** ***

The patient bought the original frame March 04, 2013. We provide a two year warranty on the products sold in our optical shopOn 12/06/Ms*** ordered new lenses only with us utilizing her insurance planIt usually takes seven to business days for the outside lab to complete the order
depending on the complexity of the prescription On 12/07/the lab called to notify us that the patient’s frame was missing the emblem on the left side when the received the frame and the right side fell off when the shipment was open There should have been communication on our part with Ms*** when her remain emblem fell off. On 12/13/one of the opticians spoke with *** to inform her that glasses were in exactly one week from orderingThe patient arrived on the 27th and her glasses were dispensed. She called back after she had gotten home and asked about the missing emblem. The optician that had set it aside stated she was glad she had called because she could not remember which patient's job it belonged to. At no time were the patient’s glasses lost or misplaced but the emblem was not put back in the Ms***’s tray once it was received from the lab. When Ms*** came back the optician apologized for the inconvenience, explained the frame was out of warranty, that we could attach the emblem we had in front of us if she wanted. Since the frame was bought in it is now discontinued. The patient left and seem to understand.
On 01/05/a young woman posing as *** called and spoke to our front desk person after being transferred from the main clinic to the optical. She ask to speak to a manager. Our assistant in the optical explained the optical manager had just left due to an emergency. The woman on the phone voiced her concerns on *** behalf threatening the Revdex.com. The optical assistant stated that she could try one more option by calling the manufacturer and having them do one more sweep for the frame in their inventory. She hung up called the company. They are now doing a warehouse search. The optical assistant called *** *** back and this time got a more mature voice and explained the company is doing a warehouse search for her frame and we should hear back early next week if they have anything in inventory.
For the sake of patient satisfaction if the company cannot find the frame we can do a restyle of her existing frame and make new lenses to resolve this matter for the patient
Thanks for your help,
Kimberly M***
Administrator
Clarus Optical, LLC
***@claruseye.com
(360)923-

In response to the complaint by our patient *** *** ***, who purchased eye glasses from Clarus Optical, we have investigated her complaint and have found that the patient billed her secondary insurance after our office had filed the claim with her primary coverage of MedicareMedicare also
files a claim with the patients secondaryIn essence the claim was filed separate times to her secondary*** could have checked a box on her claim form for her insurance to pay her directlyInstead the payment was sent to us.We had to make sure we were reimbursing her the correct amountWe received her secondary insurance payment in January from the claim the patient filedAt that time we processed a refund and sent it to our bookkeeper on January 8thThe refund check to the patient was written on January 11th but due to the Martin Luther King holiday the check was not mailed until January 16thAs of yesterday *** has still not received the refund check in the mailWe have stopped payment on that check and processed a new one in the amount of $335.12.We are sorry this has taken so long to resolve however, we do not reimburse patients for interest*** will be picking up her check today at the office.Hopefully this will resolve the issue for Ms***

Complaint: [redacted]
 
I am rejecting this response because they December not January.  However of their very poor business practices, the refund was not issued until the 11th.  As for my part, I filled out the form for a refund because Clarus advised me to do so.  They did not tell me that a request for a refund would be sent in by them.  I did pick up the check finally as of January 25 so I guess that's all there is to it.
Sincerely,
[redacted]

The patient bought the original frame March 04, 2013.  We provide a two year warranty on the products sold in our optical shop. On 12/06/16 Ms. [redacted] ordered new lenses only with us utilizing her insurance plan. It usually takes seven to 10 business days for the outside lab to complete the order...

depending on the complexity of the prescription.  On 12/07/16 the lab called to notify us that the patient’s frame was missing the emblem on the left side when the received the frame and the right side fell off when the shipment was open.  There should have been communication on our part with Ms. [redacted] when her remain emblem fell off.  On 12/13/16 one of the opticians spoke with [redacted] to inform her that glasses were in exactly one week from ordering. The patient arrived on the 27th and her glasses were dispensed.  She called back after she had gotten home and asked about the missing emblem.  The optician that had set it aside stated she was glad she had called because she could not remember which patient's job it belonged to.  At no time were the patient’s glasses lost or misplaced but the emblem was not put back in the Ms. [redacted]’s tray once it was received from the lab.  When Ms. [redacted] came back the optician apologized for the inconvenience, explained the frame was out of warranty, that we could attach the emblem we had in front of us if she wanted.  Since the frame was bought in 2013 it is now discontinued.  The patient left and seem to understand. 
 
On 01/05/17 a young woman posing as [redacted] called and spoke to our front desk person after being transferred from the main clinic to the optical.  She ask to speak to a manager.  Our assistant in the optical explained the optical manager had just left due to an emergency.  The woman on the phone voiced her concerns on [redacted] behalf threatening the Revdex.com.  The optical assistant stated that she could try one more option by calling the manufacturer and having them do one more sweep for the frame in their inventory.  She hung up called the company.  They are now doing a warehouse search.  The optical assistant called [redacted] back and this time got a more mature voice and explained the company is doing a warehouse search for her frame and we should hear back early next week if they have anything in inventory. 
 
For the sake of patient satisfaction if the company cannot find the frame we can do a restyle of her existing frame and make new lenses to resolve this matter for the patient.
 
Thanks for your help,
 
Kimberly M[redacted]
Administrator
Clarus Optical, LLC
[redacted]@claruseye.com
(360)923-4333