Distinctive Eyes Optometry

Dear ***,
Thank you for taking the time to writeWe appreciate feedback from our patients
On March 19, 2014, you had a dilated eye exam and purchased glassesMedi-cal covered your eye exam in full so you were not "responsible for paying the cost of the exam"For
your glasses, your *** membership had an Eyemed vision care discount planAfter the discount, our records show the purchase price you paid for the glasses was $295.00, not $736.65, for a Kate Spade frame and single vision polycarbonate lenses with TransitionsYou paid half down of $on 3/19/and you were happy with your frame selectionYou paid the balance of $at pick up on 4/9/and you were pleased and excited when you tried on your new glasses, looking satisfied with your purchaseAt both visits, there was no indication of your dissatisfaction with our customer service and that you had "in all [your] years wearing glasses been treated so poorly"
We apologize for any wait time you endured while our staff looked up your benefitsThank you for your patienceWe make very effort to look up patient's insurance coverage and make sure it is correct so that you receive the best discountOur staff is here to serve you by educating you on available lenses and coatings to help you see your best and not to sell you everything
On August 28, 2014, after a few months, not a few weeks, you came in and showed us the loose frameWe promptly said we would replace it with a new frame for free, except for a $S&H chargeOn 9/4/14, your husband picked up the new pairWe told him that you should come in if they didn't fit right, so we could adjust them on your faceOn 9/6/14, your daughter came in with the new pair, upset that the temple was bentUpon inspection, our staff member saw this was an adjustment issue not a defective or repair issueShe adjusted the temple to its proper position and told your daughter that it's best for you come in so they could be adjusted properly to your face, as each frame is a custom fit for each patientOur staff member also showed your daughter your old frame when she questioned if we had ordered a new oneOn this same day, you then submitted your complaint to Revdex.com
We apologize for any frustration that you experiencedWe will refund you $as a courtesy and gesture of good-willPlease come in to receive this
We want to see youPlease come in to have us adjust your current glasses to fit you properly
Sincerely,
Dr***
Distinctive Eyes Optometry

Review: I scheduled my apt at the office so that I could show them my insurance information to make sure my visit would be covered. I was told that my insurance would cover the exam. When I went in for my apt and had my exam they told me that I was responsible for paying for the cost of the exam and frames/glasses. It seems like no one in the office knows what is going on and how to do their jobs. I felt like the dr just wanted to sell me everything and her staff was even worse. I have never in all my years wearing glasses been treated so poorly. I ordered glasses anyway because I really needed them. After a few weeks the frames became loose and I took them back. I was told that they needed to be replaced and I would have to pay for the shipping. Reluctantly I agreed. When I received my new glasses the frames were bent. I had my daughter go in to get this repaired as I was very hesitant to have to deal with this office again. I do not think they know how to run and office or deal with customer service.Desired Settlement: I really want a full refund on everything that I have spent because no one deserves to be treated the way I was treated there.

Business

Response:

Dear [redacted],

Thank you for taking the time to write. We appreciate feedback from our patients.

On March 19, 2014, you had a dilated eye exam and purchased glasses. Medi-cal covered your eye exam in full so you were not "responsible for paying the cost of the exam". For your glasses, your [redacted] membership had an Eyemed vision care discount plan. After the discount, our records show the purchase price you paid for the glasses was $295.00, not $736.65, for a Kate Spade frame and single vision polycarbonate lenses with Transitions. You paid half down of $146.35 on 3/19/14 and you were happy with your frame selection. You paid the balance of $148.65 at pick up on 4/9/14 and you were pleased and excited when you tried on your new glasses, looking satisfied with your purchase. At both visits, there was no indication of your dissatisfaction with our customer service and that you had "in all [your] years wearing glasses been treated so poorly".

We apologize for any wait time you endured while our staff looked up your benefits. Thank you for your patience. We make very effort to look up patient's insurance coverage and make sure it is correct so that you receive the best discount. Our staff is here to serve you by educating you on available lenses and coatings to help you see your best and not to sell you everything.

On August 28, 2014, after a few months, not a few weeks, you came in and showed us the loose frame. We promptly said we would replace it with a new frame for free, except for a $6.95 S&H charge. On 9/4/14, your husband picked up the new pair. We told him that you should come in if they didn't fit right, so we could adjust them on your face. On 9/6/14, your daughter came in with the new pair, upset that the temple was bent. Upon inspection, our staff member saw this was an adjustment issue not a defective or repair issue. She adjusted the temple to its proper position and told your daughter that it's best for you come in so they could be adjusted properly to your face, as each frame is a custom fit for each patient. Our staff member also showed your daughter your old frame when she questioned if we had ordered a new one. On this same day, you then submitted your complaint to Revdex.com.

We apologize for any frustration that you experienced. We will refund you $50 as a courtesy and gesture of good-will. Please come in to receive this.

We want to see you. Please come in to have us adjust your current glasses to fit you properly.

Sincerely,

Dr. [redacted]

Distinctive Eyes Optometry