Initial Business Response /* (1000, 5, 2017/03/19) */
The patient ordered a pair of safety glasses that had to be made at a lab owned by their insurance providerThe lab sent them back and said they couldn't put his prescription in that frameThe patient was told the problem and his wife said
that he didn't care about the frame as long as it was camouflaged coloredThe new pair was made and he was called to pick them upWhen he came in he didn't like the new frame and claimed he didn't approve the new pairI told him we were told that your wife told you about it and you just wanted a particular colorHe then told the insurance company that he didn't approve the new frameThe insurance company called me and I told them my side of the story and they agreed that I shouldn't have to pay anything backI called the patient and told him to pick the glasses up and that they were no longer patients in my officeThe glasses were here for about a month and he finally came in and picked them upA half hour later his wife called and asked if they still needed to find another eye doctor and I stated that they did indeedTwo days later I then got the letter from Revdex.com with news of the complaintThe insurance company agreed with my decision and I will not tolerate now or in the future liars who will not take responsibility for their actions and then try to vilify a businessman for going to bat for themI wish them luck with a new doctor
Initial Consumer Rebuttal /* (3000, 7, 2017/03/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Upon placing the order for the glasses the manager stated that she wasn't sure if it could be ordered in the "rimless" version and if it couldn't did we still want them in the full frame version? Husband stated, at that point, he would NOT in fact want the full framed glasses, as they did NOT FIT HIS FACEManager stated that she would cancel the order if the "rimless" version was not availableIt took an extended period of time to receive the glasses, others were ordered at the same timeWhen, disputed, glasses arrived the husband then told manager that that was not what he ordered nor what he wantedAt that point the manager said that the "rimless" version was not availableShe then stated that she would contact the insurance company and the lab to see about getting a refundGlasses were originally ordered November 2,After weeks to a month we called to follow up and manager stated that insurance wouldn't call her back and same with the labThis went on until FebruaryManager suggested that wife call insurance so wife called insurance company to be told that manager had never contacted them regarding anything! Insurance contacted business, manager, to be told that doctor was out of the office and would be back on MondayMonday came and wentWife contacted office a week or after said Monday to be told by manager to contact insurance company because she can't get should of anyone and can't get anywhere with themWife contacted insurance company and insurance company informed wife that there had been no attempts at contact by businessInsurance called business, manager, to be told that they WILL NOT issue a refund and to go find another provider and pickup his glassesInsurance felt bad for their insured and informed insured that they would pay for another pair of glasses, in full, if insured desired a new pair since the ones he had already paid for were not satisfactoryInsurance also stated that the new glasses could have "all of the bells and whistles" on themInsurance also told wife quite a bit of what manager stated and 90% or more of it was lies
So with that, fittingly enough, everything stated from business in their statement is false, minus the part where husband picked up glasses (months later) and that wife called (minutes later)They were suppose to call back but hung up when wife answered and wife had to call back after waiting a few more hours
If company wants to lie and slander patient/customer can take this further
We have never experienced a business lying, especially to this degreeEXCESSIVELY poor business practices and customer service, with the lying seeming to know no bounds
Final Business Response /* (4000, 9, 2017/03/30) */
I have stated the truth, but I did contact the insurance company and decided to accept no money from them for the glasses madeThis would allow them to get another pair of glasses from another provider as stated in their rebuttalI don't like being accused of wrongdoing as I have been in business for years without any other complaint filed against meI do regret this situation with a patient, but have no reason to lie over a pair of safety glassesThis has escalated into a he said/she said contest and hope this can put the matter to rest
Final Consumer Response /* (4200, 11, 2017/03/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If I could attach a copy of my receipt of payment for the glasses I wouldIf I could record conversations with the insurance company, I wouldHave spoken to the insurance company again and they stated that they indeed paid for the glasses and the agent, personally, had only seen instances of the company paying for another pair of glasses within one contract year, this being one of themThe glasses have been paid for by me, over $260, and by the insurance companyAs they were originally purchases in November of Was told by the manager that no refund would be made, that the glasses are mine and to come pick them upHence a completed transaction and full payment
Initial Business Response /* (1000, 5, 2017/03/19) */
The patient ordered a pair of safety glasses that had to be made at a lab owned by their insurance providerThe lab sent them back and said they couldn't put his prescription in that frameThe patient was told the problem and his wife said
that he didn't care about the frame as long as it was camouflaged coloredThe new pair was made and he was called to pick them upWhen he came in he didn't like the new frame and claimed he didn't approve the new pairI told him we were told that your wife told you about it and you just wanted a particular colorHe then told the insurance company that he didn't approve the new frameThe insurance company called me and I told them my side of the story and they agreed that I shouldn't have to pay anything backI called the patient and told him to pick the glasses up and that they were no longer patients in my officeThe glasses were here for about a month and he finally came in and picked them upA half hour later his wife called and asked if they still needed to find another eye doctor and I stated that they did indeedTwo days later I then got the letter from Revdex.com with news of the complaintThe insurance company agreed with my decision and I will not tolerate now or in the future liars who will not take responsibility for their actions and then try to vilify a businessman for going to bat for themI wish them luck with a new doctor
Initial Consumer Rebuttal /* (3000, 7, 2017/03/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Upon placing the order for the glasses the manager stated that she wasn't sure if it could be ordered in the "rimless" version and if it couldn't did we still want them in the full frame version? Husband stated, at that point, he would NOT in fact want the full framed glasses, as they did NOT FIT HIS FACEManager stated that she would cancel the order if the "rimless" version was not availableIt took an extended period of time to receive the glasses, others were ordered at the same timeWhen, disputed, glasses arrived the husband then told manager that that was not what he ordered nor what he wantedAt that point the manager said that the "rimless" version was not availableShe then stated that she would contact the insurance company and the lab to see about getting a refundGlasses were originally ordered November 2,After weeks to a month we called to follow up and manager stated that insurance wouldn't call her back and same with the labThis went on until FebruaryManager suggested that wife call insurance so wife called insurance company to be told that manager had never contacted them regarding anything! Insurance contacted business, manager, to be told that doctor was out of the office and would be back on MondayMonday came and wentWife contacted office a week or after said Monday to be told by manager to contact insurance company because she can't get should of anyone and can't get anywhere with themWife contacted insurance company and insurance company informed wife that there had been no attempts at contact by businessInsurance called business, manager, to be told that they WILL NOT issue a refund and to go find another provider and pickup his glassesInsurance felt bad for their insured and informed insured that they would pay for another pair of glasses, in full, if insured desired a new pair since the ones he had already paid for were not satisfactoryInsurance also stated that the new glasses could have "all of the bells and whistles" on themInsurance also told wife quite a bit of what manager stated and 90% or more of it was lies
So with that, fittingly enough, everything stated from business in their statement is false, minus the part where husband picked up glasses (months later) and that wife called (minutes later)They were suppose to call back but hung up when wife answered and wife had to call back after waiting a few more hours
If company wants to lie and slander patient/customer can take this further
We have never experienced a business lying, especially to this degreeEXCESSIVELY poor business practices and customer service, with the lying seeming to know no bounds
Final Business Response /* (4000, 9, 2017/03/30) */
I have stated the truth, but I did contact the insurance company and decided to accept no money from them for the glasses madeThis would allow them to get another pair of glasses from another provider as stated in their rebuttalI don't like being accused of wrongdoing as I have been in business for years without any other complaint filed against meI do regret this situation with a patient, but have no reason to lie over a pair of safety glassesThis has escalated into a he said/she said contest and hope this can put the matter to rest
Final Consumer Response /* (4200, 11, 2017/03/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If I could attach a copy of my receipt of payment for the glasses I wouldIf I could record conversations with the insurance company, I wouldHave spoken to the insurance company again and they stated that they indeed paid for the glasses and the agent, personally, had only seen instances of the company paying for another pair of glasses within one contract year, this being one of themThe glasses have been paid for by me, over $260, and by the insurance companyAs they were originally purchases in November of Was told by the manager that no refund would be made, that the glasses are mine and to come pick them upHence a completed transaction and full payment