Eye Deal Optical

Dear Miss [redacted] :Today, my office mailed check number in the amount of $to National Vision Administrators (NVA) for services rendered to Patricia [redacted] on 01/29/ This should resolve any issue that Miss [redacted] has with our office In my 18+ years in the optical field, I have never had a patient as difficult as Patricia All told, my office lost over $trying to please Miss [redacted] To whoever has the dubious honor of making her next pair of glasses, I can only offer this advice -- Miss [redacted] is the textbook example of why the customer is not always right Despite the best efforts to please her, she will find a reason to be a proverbial pain in the as In my honest opinion, she is certifiableCorey T [redacted] Eye Deal Optical

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Hello, I called NVA my vision insurance this morning and they did finally receive the monies due them They did provide a fax number to Corey twice, which would have enabled me to at least get the claim turned around soonerHe chose not to do that on purposeAs an FYI to others that read this complaint: there are no complaints on that busineas website, but if you go to file a complaint you will see my complaint and another persons' from DecAnd that guy was really angry I thank you to the Revdex.com for helping me and others
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
Patricia ***

Dear Miss [redacted]:The patient's accounts of her experiences at Eye Deal Optical are not very accurate.  First and foremost, she placed her initial order for eyeglasses on January 29, 2016.  Her exam had been performed by an outside provider, which is not all that uncommon; we frequently...

fill prescriptions from other optometrists and ophthalmologists.  Despite having a strong prescription, it was very straightforward -- a spherical power with no astigmatism correction and a common add power for someone her age.  She selected a frame and opted for digital progressive lenses with anti-reflective coating in high-index 1.66 (thin lens material).  The total charge for the glasses was $558.  The patient paid $209, her insurer paid $106.75, and we wrote-off $242.25 as part of our provider agreement with the insurance company.  The glasses were dispensed approximately a week later, and all was well.Over the next couple weeks, the patient stopped in on a couple occasions for adjustments.  She said the distance vision was good, but that she was struggling with the reading.  I made the appropriate adjustments to ensure that the glasses were set correctly, including verifying the measured segment height and pupillary distance.  On each occasion, I informed the patient that in virtually all cases, if the distance vision is acceptable and the reading does not seem correct, the problem lies in the prescription itself.  Because she had an outside prescription, I advised her that if the problem persisted, she would have to follow-up with the doctor who performed her vision examination.  I also made her aware that any changes made to the prescription within 90 days of her original order would be taken care of with no out-of-pocket expense.  I did not hear from the patient again until March 21, 2016.  She brought in her glasses complaining of the same problem.  There are rare occasions where lenses may have internal flaws or waves that cannot be detected by the type of equipment that I have in my office.  In other even rarer cases, patients may struggle with adapting to a particular brand of progressive lens.  As a courtesy, I upgraded the patient to a premium progressive and ordered her brand new lenses at the expense of the practice.  I dispensed the glasses with the new lenses approximately a week later.  She left the office after telling me that everything seemed okay and "definitely better than the other lenses."The patient returned to the office a few days later complaining of the same problem.  She asked if I could adjust her glasses.  At that point, I told her that there was very little that could be done in the way of adjustments.  The only way to make it so that she could see out her glasses correctly was to follow-up with her optometrist.  I made a few minor adjustments, she seemed amicable, and she went on her way.  When I arrived at the office the next morning, I was greeted with a voicemail from the patient.  She was belligerent, claiming that the level of customer service she received was terrible, and she demanded a refund for her glasses.  I returned her call and got her voicemail.  I explained that we would be happy to refund her purchase but that it was the policy of the office to charge a 20% restocking fee.  This is customary as many frames that are returned are scratched or damaged in such a manner that it makes it impossible to sell them again.  Moreover, the cost of lab-surfaced prescription lenses is never recouped if a patient returns them.  Anyhow, I was greeted the next day with a similar hostile voicemail.  The patient ranted and raved about how she would contact the Revdex.com if she did not receive a full refund.  I discussed the matter with the practice owner, and we came to the conclusion that we would refund her purchase in full.  There are some instances in which it is far better to cut ties with a patient than to continue dealing with such nonsense.  I refunded $209 to the patient's Visa on April 6, 2016.In regards to the matter with insurance company.  My office has not received any paperwork requesting that a refund be made to the insurer.  If and when those forms are provided to me, I will happily complete them and reimburse the insurance company for payments that they made to my office. Corey T. [redacted]Eye Deal Optical

Dear Miss [redacted]:Today, my office mailed check number 2092 in the amount of $106.75 to National Vision Administrators (NVA) for services rendered to Patricia [redacted] on 01/29/2016.  This should resolve any issue that Miss [redacted] has with our office.  In my 18+ years in the optical field, I have never had a patient as difficult as Patricia.  All told, my office lost over $300 trying to please Miss [redacted].  To whoever has the dubious honor of making her next pair of glasses, I can only offer this advice -- Miss [redacted] is the textbook example of why the customer is not always right.  Despite the best efforts to please her, she will find a reason to be a proverbial pain in the as.  In my honest opinion, she is certifiable. Corey T. [redacted]Eye Deal Optical