We hereby acknowledge receipt of your letter, dated February **, 2017, stating that the Revdex.com had received a customer complaint about our business and is requesting our responseIt is understood that on January **, 2017, the customer, [redacted] ***, presented to this office for her annual eye examination and purchased a pair of eyeglasses using her insuranceOn this day, [redacted] purchased a flexible frame with deluxe polycarbonate lenses, UV protection, and anti-reflective coating, which could not be fully covered by her health insurance; this required her to pay an out-of-pocket total of $130.00.On January **, 2017, this customer paid the deposit of $Then, her mother came to pick up the eyeglasses and paid the remaining amount in cashAt the time when her mother picked up and paid for the eyeglasses, she did not request any receipt, nor would she otherwise have been provided one.It is understood that this transaction would be partially covered by her insurance, and [redacted] is responsible for other non-covered expensesIt is our practice to advise the customer to try the new eyeglasses for at least two weeks, and if any issue arose regarding the prescription, we would offer a free re-check to resolve the issue for the customersThis office would also provide one-time free lens change for the patients within one months of the date of purchase.Unfortunately, [redacted] ***'s case is differentAfter this office submitted the claim to her health insurance, her insurance denied our claimTherefore, this office contacted her insurance and found that the patient, [redacted] ***, is fully responsible for payment for all of the services in this office.Around February **, 2017, [redacted] returned to our office and complained of dizziness when wearing her eyeglassesTherefore, I provided a free re-check for her to determine the reason for her dizzinessAfter I checked her eyes, I informed her that her prescription was the same as that which I provided to her and that the prescriptions on the lenses are accurateI explained to [redacted] that the reason why she felt dizzy with her new prescription was her high astigmatism and other medical conditions, and that her eyes would take time to get used to the new prescriptionSince I have twice confirmed the prescription of [redacted] as completely accurate, I could not change the lenses [redacted] disputed my assessment, so I suggested that she obtain a second opinion from another doctor to assuage her concernsI informed [redacted] that her insurance covered neither routine eye examinations nor the eyeglasses, and that she was fully responsible for the full cost, while her insurance only covered emergency careAs of today, this office still has her outstanding balance on record[redacted] was aware that her insurance did not cover her doctor visit; therefore, she refused to get a second opinionIn order to solve the issue for [redacted] ***, I provided another option: if she were willing to pay $(originally $80.00) to cover the cost of the new lenses, we could change the lenses for her [redacted] accepted this option and left.A few days later, [redacted] called back and asked for a full refundWe informed her that we do not provide refunds in accordance with our stated store policy, though we would have gladly provided a free lens change given a new prescription from another doctorLike in most optical stores, the eyeglasses are not refundable as frames and lenses are not reusableWe post the sign in English and Chinese on a wall directly facing patientsThough this has all been made clear to her, she has persisted in asking for a refund [redacted] is requesting an unreasonable change of lenses given that the prescription is the same and completely accurateFor this reason, [redacted] ***’s complaint is without merit[redacted] ***- OD President
We hereby acknowledge receipt of your letter, dated February **, 2017, stating that the Revdex.com had received a customer complaint about our business and is requesting our responseIt is understood that on January **, 2017, the customer, [redacted] ***, presented to this office for her annual eye examination and purchased a pair of eyeglasses using her insuranceOn this day, [redacted] purchased a flexible frame with deluxe polycarbonate lenses, UV protection, and anti-reflective coating, which could not be fully covered by her health insurance; this required her to pay an out-of-pocket total of $130.00.On January **, 2017, this customer paid the deposit of $Then, her mother came to pick up the eyeglasses and paid the remaining amount in cashAt the time when her mother picked up and paid for the eyeglasses, she did not request any receipt, nor would she otherwise have been provided one.It is understood that this transaction would be partially covered by her insurance, and [redacted] is responsible for other non-covered expensesIt is our practice to advise the customer to try the new eyeglasses for at least two weeks, and if any issue arose regarding the prescription, we would offer a free re-check to resolve the issue for the customersThis office would also provide one-time free lens change for the patients within one months of the date of purchase.Unfortunately, [redacted] ***'s case is differentAfter this office submitted the claim to her health insurance, her insurance denied our claimTherefore, this office contacted her insurance and found that the patient, [redacted] ***, is fully responsible for payment for all of the services in this office.Around February **, 2017, [redacted] returned to our office and complained of dizziness when wearing her eyeglassesTherefore, I provided a free re-check for her to determine the reason for her dizzinessAfter I checked her eyes, I informed her that her prescription was the same as that which I provided to her and that the prescriptions on the lenses are accurateI explained to [redacted] that the reason why she felt dizzy with her new prescription was her high astigmatism and other medical conditions, and that her eyes would take time to get used to the new prescriptionSince I have twice confirmed the prescription of [redacted] as completely accurate, I could not change the lenses [redacted] disputed my assessment, so I suggested that she obtain a second opinion from another doctor to assuage her concernsI informed [redacted] that her insurance covered neither routine eye examinations nor the eyeglasses, and that she was fully responsible for the full cost, while her insurance only covered emergency careAs of today, this office still has her outstanding balance on record[redacted] was aware that her insurance did not cover her doctor visit; therefore, she refused to get a second opinionIn order to solve the issue for [redacted] ***, I provided another option: if she were willing to pay $(originally $80.00) to cover the cost of the new lenses, we could change the lenses for her [redacted] accepted this option and left.A few days later, [redacted] called back and asked for a full refundWe informed her that we do not provide refunds in accordance with our stated store policy, though we would have gladly provided a free lens change given a new prescription from another doctorLike in most optical stores, the eyeglasses are not refundable as frames and lenses are not reusableWe post the sign in English and Chinese on a wall directly facing patientsThough this has all been made clear to her, she has persisted in asking for a refund [redacted] is requesting an unreasonable change of lenses given that the prescription is the same and completely accurateFor this reason, [redacted] ***’s complaint is without merit[redacted] ***- OD President