Initial Business Response /* (1000, 5, 2015/10/02) */
On November 25, *** *** had an established patient eye examHer previous exam was June 9, which is twice the recommended examination frequencyThat only matters because the longer a patient waits between exams the more
difficult a prescription change and subsequent adaptation can beOn December 11, she came back to order glassesPatient was charged for optional frame and lens add-ons she knew her insurance would not coverShe paid half of her out of pocket balanceOn December 22, patient picked up her glasses but did not pay her balancePatient could not adjust to her new glasses so DrGysin rechecked her no charge on January 16, A new prescription was chosen and ordered no charge but patient did not pay her previous balanceOn January 28, patient picked up second prescription ordered from lab but did not pay previous balanceOn February 26, patient claimed she still could not adapt to new prescriptionShe also did not like the way the "lenses looked"? DrGysin said he would remake the lenses one last time and ship to patient at our expense if she would just pay her balance from November of Patient agreed and the glasses were redone and shipped to patientWe heard nothing from patient until she was billed one last time asking her to pay her past due balanceThis is when she said her lenses were falling out and her frame was defectiveWe said there was nothing we could do with her now month old frame until she paid her balance from December of She was also told there would be (as there is with every warranty exchange) a $fee to cover shipping her new frame here and old frame back to manufacturer for creditWe do not charge for records, the patient has not been charged for records, and no records have been releasedWe do to clarify charge for records released directly to a patient but do not charge for records requested by and sent to another provider, and we never charge to release a prescriptionMy office also spoke with Mrs***'s insurance provider on September 23, and explained the entire situation in detailWe do not avoid phone calls and the fact she would put that in writing is at minimum inflammatory and to me borders on a defamatory statement
I regret the problems this patient has had with her glasses and experience with my officeI also admit we had some "shared" problems with Mrs *** causing her to make multiple trips back to my office, but the problems she had require specialty trained employees who have set schedules and are not here at all timesHer showing up when they were not here and then getting upset about that fact (even though she knew in advance they would not be here) are uncontrollable
Lastly I have to say I do not deal with front office issues because I trust my staff implicitlyIf they are unable to handle the problems I am eventually brought in to try to salvage the situationI feel this case can be summarized as follows
The patient did have some initial issues getting her prescription correct but the lenses were not made wrong, rather the patient chose a different prescription at the subsequent visitWe have bent over backwards making these lenses a total of three times, AND THE PATIENT HAS NEVER PAID FOR HER INITIAL BALANCE DUE months agoAlso the complaints about the glasses truly came fast and furious after she was billed the final timeEven after all that, I was willing to and did write off the patients balance as bad debt hoping that would end this frustrating situationInstead, I am writing a letter explaining my side of this story to the Revdex.comI once again do apologize for this situation but do not in hind sight see how we could have done it any differentlyI also do not and cannot know if Mrs ***'s recollection of events is due mainly to a poor memory or an attempt to alter the facts to gain a sympathetic audienceI do however stand behind my professional staff and their recollection of this case
Sincerely,
John PGysin, O.D
Initial Consumer Rebuttal /* (3000, 10, 2015/10/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am stuck with having to purchase another pair of glassesEven these frames are faulty and I my lenses have fallen out times since I have had theseThey are under warranty by the manufacturer but can not do anything unless DrGysin's office turns them inI will not go back from what was told me to "get another doctor"My lenses are scratched from falling on the kitchen tile flooringAll this is going to be out of pocket because of faulty glasses that took months to get rightI did NOT have anything to do with the ordering of the lensesHis employee *** had sent in the wrong information twice to the lens craftersThe third time they came back, there were a spot on them and would not come off and also they were not adjusted rightAfter completing two eye exams, DrGysin had said both exams came out the same and so that was not my fault eitherAs for me waiting years for glasses, I was also told by DrGysin that my prescription hadn't changed much at allSo, why is it that when the new glasses fall apart, I get my old glasses and I can see fine also while my husband is fixing the new glassesI am out of pocket hundreds of dollars and I feel I have been treated unfairlyMy out of pocket expense will be almost $1,when I'm done getting another pair of glassesI was also told that it would cost me $as said before to get my medical records from DrGysinI feel that is unfairMy records should go with me
Initial Business Response /* (1000, 5, 2015/10/02) */
On November 25, *** *** had an established patient eye examHer previous exam was June 9, which is twice the recommended examination frequencyThat only matters because the longer a patient waits between exams the more
difficult a prescription change and subsequent adaptation can beOn December 11, she came back to order glassesPatient was charged for optional frame and lens add-ons she knew her insurance would not coverShe paid half of her out of pocket balanceOn December 22, patient picked up her glasses but did not pay her balancePatient could not adjust to her new glasses so DrGysin rechecked her no charge on January 16, A new prescription was chosen and ordered no charge but patient did not pay her previous balanceOn January 28, patient picked up second prescription ordered from lab but did not pay previous balanceOn February 26, patient claimed she still could not adapt to new prescriptionShe also did not like the way the "lenses looked"? DrGysin said he would remake the lenses one last time and ship to patient at our expense if she would just pay her balance from November of Patient agreed and the glasses were redone and shipped to patientWe heard nothing from patient until she was billed one last time asking her to pay her past due balanceThis is when she said her lenses were falling out and her frame was defectiveWe said there was nothing we could do with her now month old frame until she paid her balance from December of She was also told there would be (as there is with every warranty exchange) a $fee to cover shipping her new frame here and old frame back to manufacturer for creditWe do not charge for records, the patient has not been charged for records, and no records have been releasedWe do to clarify charge for records released directly to a patient but do not charge for records requested by and sent to another provider, and we never charge to release a prescriptionMy office also spoke with Mrs***'s insurance provider on September 23, and explained the entire situation in detailWe do not avoid phone calls and the fact she would put that in writing is at minimum inflammatory and to me borders on a defamatory statement
I regret the problems this patient has had with her glasses and experience with my officeI also admit we had some "shared" problems with Mrs *** causing her to make multiple trips back to my office, but the problems she had require specialty trained employees who have set schedules and are not here at all timesHer showing up when they were not here and then getting upset about that fact (even though she knew in advance they would not be here) are uncontrollable
Lastly I have to say I do not deal with front office issues because I trust my staff implicitlyIf they are unable to handle the problems I am eventually brought in to try to salvage the situationI feel this case can be summarized as follows
The patient did have some initial issues getting her prescription correct but the lenses were not made wrong, rather the patient chose a different prescription at the subsequent visitWe have bent over backwards making these lenses a total of three times, AND THE PATIENT HAS NEVER PAID FOR HER INITIAL BALANCE DUE months agoAlso the complaints about the glasses truly came fast and furious after she was billed the final timeEven after all that, I was willing to and did write off the patients balance as bad debt hoping that would end this frustrating situationInstead, I am writing a letter explaining my side of this story to the Revdex.comI once again do apologize for this situation but do not in hind sight see how we could have done it any differentlyI also do not and cannot know if Mrs ***'s recollection of events is due mainly to a poor memory or an attempt to alter the facts to gain a sympathetic audienceI do however stand behind my professional staff and their recollection of this case
Sincerely,
John PGysin, O.D
Initial Consumer Rebuttal /* (3000, 10, 2015/10/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am stuck with having to purchase another pair of glassesEven these frames are faulty and I my lenses have fallen out times since I have had theseThey are under warranty by the manufacturer but can not do anything unless DrGysin's office turns them inI will not go back from what was told me to "get another doctor"My lenses are scratched from falling on the kitchen tile flooringAll this is going to be out of pocket because of faulty glasses that took months to get rightI did NOT have anything to do with the ordering of the lensesHis employee *** had sent in the wrong information twice to the lens craftersThe third time they came back, there were a spot on them and would not come off and also they were not adjusted rightAfter completing two eye exams, DrGysin had said both exams came out the same and so that was not my fault eitherAs for me waiting years for glasses, I was also told by DrGysin that my prescription hadn't changed much at allSo, why is it that when the new glasses fall apart, I get my old glasses and I can see fine also while my husband is fixing the new glassesI am out of pocket hundreds of dollars and I feel I have been treated unfairlyMy out of pocket expense will be almost $1,when I'm done getting another pair of glassesI was also told that it would cost me $as said before to get my medical records from DrGysinI feel that is unfairMy records should go with me