Dr. John S. Moulton and Associates

In response to Mr.- .····"-.~· Complaint:To begininterestingly enough Mr · ., has been to our office many times over aperiod of yearsI have helped both he and his wife as patients and have expressedtheir gratefulness in the past I find this complaintfbehaVior disturbing/unfounded.On November 13, he came in for an eye examI am unable to describe pasthistory due to no signed release.I examined him that day and found a significant difference between his old glasses(not my script) and my resultsI am very careful and pay particular attention todetails.! check patients responses several different times rather than relying one"one» single response- Especially when a big difference occurs! At the end of theexam, I showed him on a individual eye basis what his old glasses prescription wasand what he selected as the best result for his new prescriptionHe agreed that hecould see better with the new prescription.! wrote the new prescription based onthe final results.Our office has policies regarding prescriptionsThe first is on the "PatientRegistration "form (see attached)The patient fills in pertinent informationThereis a paragraph stating "Professional fees are nonrefundable"He signed this form (Irefrain from attaching a copy of his signed patient form based on no signed releasefrom the patient).The other statement is on our prescription pad(See attached)It states if thepatient has problems with their new prescription they have days to return for arecheck.I was unaware Mrhad difficulty with his new prescription nor that he hadgone to another dllctor until he came into to our office one day, walked past thefront office staff dL·ectly into my exam room and "quite loudly" accused me of"making a mistake" and I gave him Mthe wrong" prescriptionI had a waiting room [redacted] full of young patients(A few parents expressed their concern over the demeanorpresented and the loud language after he left)I offered him choices:l would gladly recheck him at no charge per office policyHe could be re-checked by my relief doctor that was corning inHe refused both optionsHe did show me the other doctor's results and I said therewas a difference and that I would like to show that one more time what the resultshe gave me and compare to the other examHe refused this option as wellI told himI gave him what he chose(He has the original prescription and the laminatedduplicate copy in his possession.)He refused every option I offeredHe said he wanted his money backHe loudlystated,"[ will be coming back with a bill after I get my new glasses, ·• He neverallowed us a "second chance" to recheck anythingMy front office staff verbalizedthey felt threatened by him and asked the office manager to please come out of theback office.I hope this explanation and attached documents helps resolve this unfortunatesituation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
I am disappointed, but not altogether surprised, to find Dr* *** responded to my complaint with no mention of the extreme difference between his written RX and the functional one I now wear. Not only has he seen it, he has a copy of it (the corrected prescription), which he received in a packet of information I enclosed with my complaint.Dr *** failed to mention in his answer that my wife accompanied me and was present during our discussion of my dissatisfaction with his RX and my request for a refund. He also, in my opinion, quite creatively mis-characterized my arrival and appearance in his office, perhaps in the hope of deflecting attention from the true issue at hand.I did not burst into his exam room completely uninvited. My wife and I stopped at the appointment desk/receptionist area and requested to see the doctor. We were told he was busy. My wife explained we only wanted to talk to him and it would not take long, at which point the receptionist, apparently responding to a nod or wave from Dr*** motioned us to him, as he stood in the doorway of his exam room.That doorway is where our conversation took place and my wife was present the entire time. It's also important to understand that Dr *** physical establishment is extremely small and I think it would be impossible to have a private conversation there, unless it was behind a closed doorI find it disheartening that Dr* *** finds it necessary to claim I somehow physically threatened him, his staff, and his patients.Yes, I'm 6'3”. Yes, I have a loud voice. And yes, I was very unhappy that he had wasted my time and money with what proved to be a thoroughly inadequate and incorrect RX. I am also years old and find it sad that Dr* *** would claim in his response that I somehow terrorized him. I was certainly displeased and did not appreciate his offer of re-testing my eyes after I'd already received a correct RX from another doctor. I found that quite insulting. I don't know what Dr* *** means by “I would like to show that one more time what the results he gave me and compare to the other exam,” so I can't address this issue.Neither my wife nor I heard him say what he claims about offering an exam by another doctor (a “relief doctor,” he termed it in his response)He also didn't bother mentioning his “no refund” policy overtly during this visit. I showed him paper copies of the new prescription and his own and acknowledged that his prescription was very different from the one from the other doctor. He offered to re-test my eyes, I told him I wasn't interested and wanted my money back and he said he “had a right” to see the new glasses and I told him they were about to be made next door, you are free to look at them any time, but I still want a refundHe said something further and I told him I'd send him a bill for my new glasses as I left. I haven't done that and I won't. I simply want him to refund the $I paid for the defective prescription, as I requested that day.I'm at a loss to explain exactly how he arrived at the RX he did, but it was widely off from the RX another doctor prescribed. The glasses I wear today and see well with are based on that new, replacement RX that Dr* *** did not give. I can't explain it, and apparently, Dr* *** doesn't care to.In my opinion, the easiest way to put what he terms this “unfortunate incident” behind us is for Dr* *** to simply say: “I'm sorry. It appears I could have possibly made a mistakeHere is the $refund you requested.” Apparently, this is too difficult a task for Dr* *** to undertake.Thank you for your assistance in this matter. I do hope it can be swiftly brought to a civilized, businesslike conclusion in the near future, without further action
Sincerely,
*** ***

Yes his wife was present2. As per our office policy, I have the right to re-check a prescription/eye examresults. Other factors come into play when someone has trouble with theirglasses such as (examples) :a. Was it filled properly and within tolerances?b. Was the base curve on tbe front of new glasses the same as tbe old one?3. I offered a relief Drs. znd opinion4. During my exam, I do not discuss "no refundn as it is written on the signaturepageOverall, I stand by my original decision since tbe complainant did not allow I give mea 2nd chance to clarify prescription.

In response to Mr.- .····"-.~· Complaint:To begin. interestingly enough Mr .. · 0 ., has been to our office many times over aperiod of years. I have helped both he and his wife as patients and have expressedtheir gratefulness in the past I find this complaintfbehaVior disturbing/unfounded.On...

November 13, 2015 he came in for an eye exam. I am unable to describe pasthistory due to no signed release.I examined him that day and found a significant difference between his old glasses(not my script) and my results. I am very careful and pay particular attention todetails.! check patients responses several different times rather than relying one"one» single response- Especially when a big difference occurs! At the end of theexam, I showed him on a individual eye basis what his old glasses prescription wasand what he selected as the best result for his new prescription. He agreed that hecould see better with the new prescription.! wrote the new prescription based onthe final results.Our office has 2 policies regarding prescriptions. The first is on the "PatientRegistration "form (see attached). The patient fills in pertinent information. Thereis a paragraph stating "Professional fees are nonrefundable". He signed this form (Irefrain from attaching a copy of his signed patient form based on no signed releasefrom the patient).The other statement is on our prescription pad. (See attached). It states if thepatient has problems with their new prescription they have 30 days to return for arecheck.I was unaware Mr. had difficulty with his new prescription nor that he hadgone to another dllctor until he came into to our office one day, walked past thefront office staff dL·ectly into my exam room and "quite loudly" accused me of"making a mistake" and I gave him Mthe wrong" prescription. I had a waiting room[redacted] [redacted] [redacted] [redacted]full of young patients. (A few parents expressed their concern over the demeanorpresented and the loud language after he left)I offered him 2 choices:1. l would gladly recheck him at no charge per office policy2. He could be re-checked by my relief doctor that was corning inHe refused both options. He did show me the other doctor's results and I said therewas a difference and that I would like to show that one more time what the resultshe gave me and compare to the other exam. He refused this option as well. I told himI gave him what he chose. (He has the original prescription and the laminatedduplicate copy in his possession.)He refused every option I offered. He said he wanted his money back. He loudlystated,"[ will be coming back with a bill after I get my new glasses, . ·• He neverallowed us a "second chance" to recheck anything. My front office staff verbalizedthey felt threatened by him and asked the office manager to please come out of theback office.I hope this explanation and attached documents helps resolve this unfortunatesituation.

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my dispute.--------Thank you, Revdex.com, for helping me resolve this frustrating issue.Here is the crux of the problem:  Dr. [redacted] prescription was so far off the "correct" one that it is completely inexplicable to me and apparently to him, since he repeatedly refuses to address the issue of the quality of his prescription services in his answers to my complaint.  He did not, as he claims, offer a re-examination by any other doctor.  He only offered to re-examine my eyes himself, which I declined for obvious reasons (1. lack of faith in his competence 2. an existing corrected prescription by another optometrist).He mentioned in his first answer that my wife and I have been patients of his for many years.  In actuality, my wife stopped using his prescription services in, I believe, July of 2009. His prescription for her was so far off that she returned $240 worth of newly-ordered eyeglasses based on his prescription to Walmart and returned to wearing her "old" glasses, which she said, at least let her see.  She did not complain to Dr. [redacted]  She simply walked away.  She eventually found another optometrist who she is very pleased with.As we checked our records related to my wife's issue, I discovered that I, also, had a prescription from Dr. [redacted] in 2009, had glasses made at Walmart for $236, and had to return them, as well, and went back to my old glasses.  In March, 2010, Dr. [redacted] again examined my eyes (but not my wife's), gave me a prescription that I used to get glasses that were incorrect (returned again to Walmart), and had my eyes re-examined by Dr. [redacted] in April of 2010 and had glasses successfully made with that prescription at Walmart.  Thank God for Walmart and their manager, Slava;  filling Dr. [redacted] prescriptions has proven quite expensive to Walmart, as Walmart's records reflect.  Is there a pattern here?  Yes.  I feel foolish for not seeing it before now.My wife actually tried to dissuade me from using Dr. [redacted] again this year. I thought since I'm 81, it would be much easier to just have my eyes examined at the same place I initially planned to get my glasses:  Walmart.  Wow, was that a mistake that is taking a lot of time, effort, and expense to resolve!It's extremely sad that Dr. [redacted] refuses to accept responsibility for writing incorrect prescriptions.  If he did not make a mistake, how can I see so well with a prescription that is apparently very different from the one he wrote for me?  And how can one possibly explain all of the previous errors in my case and my wife's?  There is a pattern emerging here that should be investigated by the Texas Optometry Board.The standard of care he holds himself to seems woefully inadequate to me.  It also concerns me to think that other people may be experiencing similar issues with Dr. [redacted]'s standard of care.  How can he continue to assert that, somehow, his badly written prescription is my responsibility?  I don't know if he has a vision problem himself and is unable to successfully read the machines he relies upon to gauge his patients' needs, but something definitely went wrong in my case, as well as in my wife's case many years ago.I re-assert my claim that Dr. [redacted] owes me a refund and a sincere apology.  How difficult is that, Dr. [redacted]?  Why not say, "I'm sorry. It appears I may have made a mistake.  Here is the refund you requested. Thank you for your business.  Have a nice day."  Will his practice collapse if he returns my money?  Apparently so.  Had this not been such a difficult experience, I might be tempted to let him keep it.  After reviewing my records, I feel Dr. [redacted] actually owes me a refund for every incorrect prescription he's written.  His track record is abominable.Thank you for your assistance in this matter,[redacted]