Eyes on Fremont

from: ' [redacted] ' via Dispute Resolution reply-to: [redacted] to: "[email protected]" date: Wed, Dec 3, at 1:PMsubject: Complaint [redacted] - Attn: Jay Pollock Re: Complaint [redacted] Dear Mr***,I am writing in regards to your letter to the Revdex.com regarding your customer service with [redacted] [redacted] left this practice on August I did not purchase this practice until October 17, Although it is no excuse, this office was in disarray for many weeksI was completely unaware of this situation until the last week in OctoberI understand your frustration at the situation and agree that it should have been handled differentlyI sincerely, apologize for the attack on our characterIt was uncalled for and unprofessional.Sincerely, [redacted] OD

Dear Jay Pollock,
This issue should be posted to *** *** *** and Dr*** ***, not Eyes on Fremont as this was the previous doctor’s patient*** *** *** is no longer an existing business and Dr*** moved out of state According to the *** ***
*** archive records, the mentioned patient called in July for contact lenses, but his script had expired in JuneAt that time, the previous doctor, Dr*** ***, graciously gave him a trial set of contact lenses to get him by until his August appointmentHe came in for a yearly contact lens exam in August at which time Dr*** gave him a new set of contact lenses to trial for a few daysThe records from *** *** ***, with Dr***, indicate that she decided to trial him in new prescription contact lenses, which were a toric lens for his right eye and a bifocal lens for his left eye, to see if it would aid him in the computer vision issues he was experiencing at the timeThere is no note recorded of these contact lenses not working for the patient, and this is what was ordered as his final prescriptionThe new Eyes on Fremont staff were not made aware of a problem with the patient’s contact lenses until October, a month and a half after the previous doctor’s departure and the *** *** *** business had been soldAny other interaction with the patient and the previous doctor are not recorded, so the staff was not aware of any issues previous to the October phone callsAfter getting a hold of Dr***, and having a brief conversation over the phone, she informed the Eyes on Fremont staff that the patient had in-fact discussed the bifocal lens not working, and she resided to putting him back in the spherical lens for his left eye and the right toric script was correctThis information was not communicated to the *** *** *** contact lens ordering staff at the time of the initial order dateUpon being made aware of the situation, the current Eyes on Fremont staff reordered and replaced the box of biofocal lenses with the spherical lensesThe box of contact lenses that he returned, that supposedly took three weeks to arrive at this facility, has a sticker on it stating that it was received at the sender’s post office on 10/along with a hand scrawled note circled on it “return to sender,” and we received it in our office on 10/It may have come to our post office on 10/24, but we are not in the office on FridaysIf this is the case, we received it on our following working business day of Monday 10/27, which was only one week from the time the patient’s post office received it from the patientWe kept the box with the postal dates on it with this patient’s recordsBeing that the previous doctor is no longer here to make decisions for patients, any issues that arise following her departure; the current staff tries to handle to the best of their abilities, but is limited as to what they are able to do*** *** ***, the exams, and interactions that occurred during its existence are dissolved as a result of the doctor selling her practice and moving out of state The content of the conversations that occurred between the Eyes on Fremont staff members and this patient are a matter of dispute for which there is no proof of either side of the conversations and every person obviously hears themselves very differentlyIf a copy of the patient dismissal letter is requested by the Revdex.com, this facility would be more than happy to provide itConsidering the nature of this unique situation, and the dissolving of *** *** ***, we believe that the current Eyes on Fremont staff handled it the best they could, and even went so far as to satisfy the patients immediate needs when we did not have to do anythingAs a result of the content of interaction between this patient and our staff, Eyes on Fremont and its staff are within their rights and completely justified in dismissing this patientWyoming is a right to refusal state and we reserve the right to refuse services to anyone We do apologize for any inconveniences that may have occurred as a result
Sincerely,
Eyes on Fremont Staff

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to meHowever, my complaint was not directed towards *** ***, but rather the staff at the establishment Had the letter not been written with the comments that it contained, I would have never logged anything with the Revdex.com Therefore, my complaint stays against Eyes on Fremont, that's whose office it originated out of I hope in the future that the front of house and doctors learn to better deal with disgruntled customers and assess the situation before determining what the outcome should be, think before they speak (write) Listen to and understand what the customers need and come together on a resolution that makes sense for both partiesWith reluctance I do accept the response
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:  The response letter failed to address my concerns.  Eyes on Fremont cannot put the blame on [redacted] due to them having a lot of the staff that was carry over.  It was their staff that wrote the letter as well as getting me the wrong contacts on 2 separate occasions.  I have no complaint directed towards Dr. [redacted] or her staff at the time of my original appointment.  After my appointment I received a call from the staff saying that my lenses were in and available for pick up, about 1 1/2-2 weeks after that the staff called again stating that my contacts had come in and I could pick them up any time.  I told the lady on the phone that I had already picked them up, but was curious what they had.  The first box she read from said they were toric, I stopped her there to check what I had.  Neither box said toric, therefore I knew what I picked up was incorrect and this time I opted to have them mailed.  When I received them I took the new set out, put the others in, sealed the box, and wrote "return to sender" as I was directed by the staff.  I know that the box took 2 1/2 to 3 weeks to be received because I had a short business trip the 13-15th of October and had mailed them out that previous Tuesday or Wednesday.  The date of the 21st that was on the box must have been when it was received at their post office and was then misplaced, or it got misplaced at my post office and found on the 21st, I don't know.  I called the facility the day after I got back from my trip to discuss my left contact prescription, feeling that it was incorrect.  However, none of the staff would hear me out or address my concern until they had received the other set back.  I called another 3-4 times before they were received, and each time I was told they had not received them yet and still would not let me state what my concern was.  I am certainly not disputing their refusal of servicing me in the future, I had already decided well before I picked up that tasteless letter from them to have my records transfered to another facility.  The third and fourth paragraph of that letter was unnecessary from a place of business.  It contained personal attacks of my character that was uncalled for and unjustified.  When I went in to pick up my last box of lenses, I opened the envelope while I was waiting on them to get me a copy of my prescription.  I only read the first paragraph while in the establishment and questioned the gal at the front desk what this was about.  It took them three times to get my contacts correct and now they are telling me they won't service me?  The lady at the front had the nerve to ask me if I called to discuss this when I noticed there may have been an error.  Of course I called, but my concerns weren't heard because they hadn't received their product back from me.  They say the complaint should be against [redacted], not Eyes on Fremont because the doctor is no longer there.  It was their mess ups with the orders and their staff that wrote the letter.  Unfortunately my appointment was during the last week of Dr. [redacted] having her practice and I was owed the right prescription for my eyes.  When the practice switched over, the new owner owner also gets the current customers, you can't just drop the entire clientele, especially those that were seen her last couple of weeks.  Their response makes it sound like they did me a favor by getting the contacts to me.  I do not want this to continue to drag out, I just want an honest and sincere apology for the way this entire ordeal has been handled.  I don't want to be serviced by them in the future, just for them to admit they handled this wrong.  I too deal with the public on a daily basis, as they know, and would never treat a customer the way they did me, regardless of what events had transpired.  Nor would I ever allow my staff to get away with treating my customers in this manner, worst customer service I have ever been a part of.  I reject their recent response due to the failure on their part to address my original complaints.  I do hope to have a resolution in the very near future....
Regards,
[redacted]

from: '[redacted]' via Dispute Resolution <[email protected]>reply-to: [redacted] <[email protected]>to: "[email protected]" <[email protected]>date: Wed, Dec 3, 2014 at 1:30 PMsubject: Complaint [redacted] - Attn: Jay Pollock
 
  Re: Complaint [redacted]Dear Mr. [redacted],I am writing in regards to your letter to the Revdex.com regarding your customer service with [redacted]. [redacted] left this practice on August 18 2014. I did not purchase this practice until October 17, 2014. Although it is no excuse, this office was in disarray for many weeks. I was completely unaware of this situation until the last week in October. I understand your frustration at the situation and agree that it should have been handled differently. I sincerely, apologize for the attack on our character. It was uncalled for and unprofessional.Sincerely,[redacted] OD