Family Optometry

Dear [redacted],We have made several attempts to resolve your dispute while you were in our office and once via email in response to your complaint. As you are well aware of your insurance policy, our office is only allowed to collect the fees for the frame overage. Your optical lenses are supplied...

and made by your insurance lab.  Therefore, all copayments regarding the material will be made to your insurance.  (VSP vision insurance policy: patient can have an eye exam and choose a spectacle frame at doctor’s office.  Spectacle lenses are fulfilled by VSP insurance lab.) We have made it known to you; both in writing as well as verbally, that we are more than happy to refund the frame to you. However, due to your insurance policy we cannot refund the lens because your insurance lab is the one who supply the material. In the event that you have not read our detailed email on June 19, 2015 explaining the situation, we will attach it for you once again below:* On 28 May 2015, you came to our office for an eye examination and picked a Prada 16MV, color EAR-1O1, size 55-16-140 to which you were dissatisfy with and have asked to waive the shipping fee to order you the SAME frame that we have on hand. Thisis against our store policy, but because we pride ourselves of great customer service, we have agreed to accommodate you on this request. However, you later then decided to keep the frame we have in the store because the manufacture is no longer make the color that you like.In regards to the lens, you were given an option to choose any type of lens materials to be placed into the frame. According to your prescription, due to the thickness of the lens we advised you the Hi-Index 1.67. This material not only will help with the weight but also the thickness of the lens.  You have opted out of the Hi-Index 1.67 and decided to order standard Hi-index 1.60 instead due to the high co-payments (Hi-Index 1.67 co-payment $110 vs. Hi-Index 1.60 $76). Based on your request, we sent your Prada frame (16MV color EAR-1O1) to your insurance lab (VSP-Choice) to have to lens edged into the frame chosen by you.    * On 09 June 2015, you came to back to pick-up your eyewear, to which you were dissatisfied with due to the “noises” that the glasses made during the fitting process. However, with regards to your vision, there were no complaints. The “noises” could bethe result of the thickness of the lens grinding against the frame, causing too much friction. You have requested our office to send the glasses back to the insurance for a redo, to which you have been informed that your insurance policy will entitled you to 1 time/ 1 year redo and the problem might still persist even with a redo (due to the thickness of the lens). With this knowledge, you have authorized us to send it back anyway.    * On 18 June 2015, you came to pick-up your eyewear, to which you were once again dissatisfied due to the “noises” that still persist. However, with regards to your vision, there were still no complaints.We have taken an extra step in contacting your insurance company to ask for a resolution. VSP lab had agreed to do another inspection on the lens for you. If VSP lab sees that it was the lab’s mistake, they will agree to redo the lens for you at no additional costs. However, if there is no other measures can be taken to fix this “noise” problem, the lab will offer you 25% discount on a new lens order. As a gesture of our regret, we are willing to offer you a full refund on the frame. However, we cannot offer a refund on your lens due to your insurance policy and guidelines. We therefore suggest that you contact VSP directly in regards to this matter. VSP numbers are [redacted] representative [redacted] extension #[redacted]. VSP lab numbers are 8[redacted] representative [redacted].I, as your eye care provider, have fulfilled my duty in making sure your eyes are in good health. Through many complaints that have been made by you, none of which are complaints regarding your eyes health orthe prescription strength that I have prescribed for you. Aside from the “noise” made by the frame that you have chosen, please let us know if we can further assist you and we wish you the best.Family Optometry

Dear [redacted],We have made several attempts to resolve your dispute while you were in our office and once via email in response to your complaint. As you are well aware of your insurance policy, our office is only allowed to collect the fees for the frame overage. Your optical lenses are...

supplied and made by your insurance lab.  Therefore, all copayments regarding the material will be made to your insurance.  (VSP vision insurance policy: patient can have an eye exam and choose a spectacle frame at doctor’s office.  Spectacle lenses are fulfilled by VSP insurance lab.) We have made it known to you; both in writing as well as verbally, that we are more than happy to refund the frame to you. However, due to your insurance policy we cannot refund the lens because your insurance lab is the one who supply the material. In the event that you have not read our detailed email on June 19, 2015 explaining the situation, we will attach it for you once again below:* On 28 May 2015, you came to our office for an eye examination and picked a Prada 16MV, color EAR-1O1, size 55-16-140 to which you were dissatisfy with and have asked to waive the shipping fee to order you the SAME frame that we have on hand. Thisis against our store policy, but because we pride ourselves of great customer service, we have agreed to accommodate you on this request. However, you later then decided to keep the frame we have in the store because the manufacture is no longer make the color that you like.In regards to the lens, you were given an option to choose any type of lens materials to be placed into the frame. According to your prescription, due to the thickness of the lens we advised you the Hi-Index 1.67. This material not only will help with the weight but also the thickness of the lens.  You have opted out of the Hi-Index 1.67 and decided to order standard Hi-index 1.60 instead due to the high co-payments (Hi-Index 1.67 co-payment $110 vs. Hi-Index 1.60 $76). Based on your request, we sent your Prada frame (16MV color EAR-1O1) to your insurance lab (VSP-Choice) to have to lens edged into the frame chosen by you.    * On 09 June 2015, you came to back to pick-up your eyewear, to which you were dissatisfied with due to the “noises” that the glasses made during the fitting process. However, with regards to your vision, there were no complaints. The “noises” could bethe result of the thickness of the lens grinding against the frame, causing too much friction. You have requested our office to send the glasses back to the insurance for a redo, to which you have been informed that your insurance policy will entitled you to 1 time/ 1 year redo and the problem might still persist even with a redo (due to the thickness of the lens). With this knowledge, you have authorized us to send it back anyway.    * On 18 June 2015, you came to pick-up your eyewear, to which you were once again dissatisfied due to the “noises” that still persist. However, with regards to your vision, there were still no complaints.We have taken an extra step in contacting your insurance company to ask for a resolution. VSP lab had agreed to do another inspection on the lens for you. If VSP lab sees that it was the lab’s mistake, they will agree to redo the lens for you at no additional costs. However, if there is no other measures can be taken to fix this “noise” problem, the lab will offer you 25% discount on a new lens order. As a gesture of our regret, we are willing to offer you a full refund on the frame. However, we cannot offer a refund on your lens due to your insurance policy and guidelines. We therefore suggest that you contact VSP directly in regards to this matter. VSP numbers are [redacted] representative [redacted] extension #[redacted]. VSP lab numbers are 8[redacted] representative [redacted].I, as your eye care provider, have fulfilled my duty in making sure your eyes are in good health. Through many complaints that have been made by you, none of which are complaints regarding your eyes health orthe prescription strength that I have prescribed for you. Aside from the “noise” made by the frame that you have chosen, please let us know if we can further assist you and we wish you the best.Family Optometry

Review: I went to Family Optometry with my Cigna VSP insurance for a regular check up, I decided that since I am here might as well have my glasses done. I had Dr. ** do a full examination on my eyes and pick up a Prada designer eyewear, with High Index 1.6 lens. The total for the frame, lens and examination was about $196 out of my pocket. I pick up my glasses the following week. I was not happy with it due to the frame making (cracking) noises rubbing against the lens. Dr. ** even admit that this was not normal for a designer wear to make noises. He also admits that the lens were not cut to fit perfectly to the frame. He took it back and did a redo on the lens. Again, additional two weeks wait on the redo for a pick up, but the problem was still there. I stated that since they can't fix the problem I would like a full refund of my purchase so that I can make my purchase somewhere else. I was willing to have then accommodate me in another frame and lens. They would ask that I pay additional fees on lens if I decided to make a new purchase. If I wanted a refund they would refund only the frame but not the lens. To this day it's about a month already, I do not have a working glasses to wear. I need your help in this matter. Thanks!Desired Settlement: Accomodate with the different designer eyewear for the full purchase credit. If not a full refund of $196 of what I initially made payment.

Business

Response:

Dear [redacted],We have made several attempts to resolve your dispute while you were in our office and once via email in response to your complaint. As you are well aware of your insurance policy, our office is only allowed to collect the fees for the frame overage. Your optical lenses are supplied and made by your insurance lab. Therefore, all copayments regarding the material will be made to your insurance. (VSP vision insurance policy: patient can have an eye exam and choose a spectacle frame at doctor’s office. Spectacle lenses are fulfilled by VSP insurance lab.) We have made it known to you; both in writing as well as verbally, that we are more than happy to refund the frame to you. However, due to your insurance policy we cannot refund the lens because your insurance lab is the one who supply the material. In the event that you have not read our detailed email on June 19, 2015 explaining the situation, we will attach it for you once again below:* On 28 May 2015, you came to our office for an eye examination and picked a Prada 16MV, color EAR-1O1, size 55-16-140 to which you were dissatisfy with and have asked to waive the shipping fee to order you the SAME frame that we have on hand. Thisis against our store policy, but because we pride ourselves of great customer service, we have agreed to accommodate you on this request. However, you later then decided to keep the frame we have in the store because the manufacture is no longer make the color that you like.In regards to the lens, you were given an option to choose any type of lens materials to be placed into the frame. According to your prescription, due to the thickness of the lens we advised you the Hi-Index 1.67. This material not only will help with the weight but also the thickness of the lens. You have opted out of the Hi-Index 1.67 and decided to order standard Hi-index 1.60 instead due to the high co-payments (Hi-Index 1.67 co-payment $110 vs. Hi-Index 1.60 $76). Based on your request, we sent your Prada frame (16MV color EAR-1O1) to your insurance lab (VSP-Choice) to have to lens edged into the frame chosen by you. * On 09 June 2015, you came to back to pick-up your eyewear, to which you were dissatisfied with due to the “noises” that the glasses made during the fitting process. However, with regards to your vision, there were no complaints. The “noises” could bethe result of the thickness of the lens grinding against the frame, causing too much friction. You have requested our office to send the glasses back to the insurance for a redo, to which you have been informed that your insurance policy will entitled you to 1 time/ 1 year redo and the problem might still persist even with a redo (due to the thickness of the lens). With this knowledge, you have authorized us to send it back anyway. * On 18 June 2015, you came to pick-up your eyewear, to which you were once again dissatisfied due to the “noises” that still persist. However, with regards to your vision, there were still no complaints.We have taken an extra step in contacting your insurance company to ask for a resolution. VSP lab had agreed to do another inspection on the lens for you. If VSP lab sees that it was the lab’s mistake, they will agree to redo the lens for you at no additional costs. However, if there is no other measures can be taken to fix this “noise” problem, the lab will offer you 25% discount on a new lens order. As a gesture of our regret, we are willing to offer you a full refund on the frame. However, we cannot offer a refund on your lens due to your insurance policy and guidelines. We therefore suggest that you contact VSP directly in regards to this matter. VSP numbers are [redacted] representative [redacted] extension #[redacted]. VSP lab numbers are 8[redacted] representative [redacted].I, as your eye care provider, have fulfilled my duty in making sure your eyes are in good health. Through many complaints that have been made by you, none of which are complaints regarding your eyes health orthe prescription strength that I have prescribed for you. Aside from the “noise” made by the frame that you have chosen, please let us know if we can further assist you and we wish you the best.Family Optometry