Desert Eyecare Center

Ms** ** ***,Thank you for bringing this matter to our attention and for the opportunity to address this customer's concerns.This patient presented at our facilities for a complete, comprehensive examination on 06/29/2017, and for replacement lenses in his own frame, in our industry a POF
(Patient Owned Frame)After completing his examination with Dr*** ***, O.D., the patient met with me to discuss changing out the lenses to his existing framesAs is industry standard, we discussed the age of Mr***'s frame- which he first guessed to be about years old, but now states years oldI explained that plastic frames, not unlike our human bones, becomes brittle with age, but my inspection of the frame thought it could endure a remounting of new multi-focal lensesAs is industry standard, Mr*** was advised we would be happy to change out his lenses, but cannot be responsible for any chipping or damage the frame may incur with the pressure of remounting new lensesHe clearly stated that he doubted he would be happy with the results, but agreed to proceed with the order, to include paying for a future order of single vision lenses for his other Patient Owned FrameSensing his apprehension, I suggested we try the multi-focal first and if it met to his satisfaction, we would then initiate the single vision lensesMr *** paid $for both his multi-focal lenses and his future single vision lenses.Mr*** also paid a total of $in exam co-pays not covered by his primary insurance, Medicare.Upon receiving the newly mounted multi-focal lenses in his own frame on 07/08/2017, he immediately rejected the orderI asked him to try to adapt to the prescription, as changes to a prescription as remarkably high as his tend to require more time adapting to the lenses with new RxHe refusedMr*** stated he could not use the lenses we providedAs a courtesy, I scheduled a re-check appointment for him with Dr***, just to rule out the possibility of any change to be requiredMr*** consulted with Dr*** on 07/14/Dr*** confirmed that the patient is accustomed to mono-vision glasses, where one lens is designated for distance, the other is designated for nearAn unusual Rx for conventional glasses, but Dr*** acquiesced to his customary eye needs and ordered a of his lensesThe same frame was sent back to the lab with the Dr.'s new Rx for the patient and in the second remounting of lenses, the frame cracked along the bottom of the left lensIt was clear to me it was one lens mount too manyI called and advised the patient of incidentHe was verbally upset and demanded resolutionAs a courtesy to him, I asked him to come in and select a frame and we would send it in to mount his new prescription intoThe patient did soHis selection caused me concern as he selected a larger metal/wire frame and his lens prescription is thickIn essence, not the best choice, but he was unmoved by the recommendationThis would be the third (3rd) pair of lenses cut for this patientWhen this third pair of lenses came in and the patient notified they were ready, he came in to pick them upMr*** tried them for seconds and stated, no - they would not workI again asked him to try them for a few days to allow for adaptationHe refusedMr*** stated that he was a very "picky" person when it comes to his glasses and we would never satisfy his needsHe also demanded his money backI advised Mr*** that his purchase receipt clearly states on the bottom of the Statement of Charges and Payments - "No RefundsPlease allow 7-days to adjust to new Rx"(See attachments)Frustrated with his lack of understanding and the heated exchange that ensued, I advised him I was breaking our policy and would provide him a full refund for the materials he purchased, or had planned to purchaseCheck #in the amount of $was mailed to him on August 30, This pleased him and he left the facility, only to return demanding the frame we had provided himI told him we had already demonstrated more than good faith in returning his money, but the only frame he was entitled to was his that brokeWe stand by that decision.The value of the frame he selected from us valued at $129.00.It is our commitment to serve all of our patients with great care, dignity and respect- even when the favor is not returnedMr*** has been discharged from our careWe wish him success in identifying a new eye care provider.Respectfully,Martin Juarez, AdministratorOn Behalf of Gregory L***, O.D.dba, Desert EyeCare CenterPalm DriveDesert Hot Springs, CA 92240###-###-#### - Office###-###-#### - Faxwww.deserteyecare.comThe patient then asked to speak to the person in chargeI advised him that was me, as Administrator of the practiceThen he inquired as to the owner of the practiceI advised him that was Dr***He asked to speak with Dr***Dr*** declined, as is customary for our practiceI handle all financial matterThe patient stated he would file a claim

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12351596, and find that this resolution is satisfactory to me.