Focus Eye Health & Vision Care

Review: I took my daughter to dr [redacted] in October 2013. Lenses were ordered for her glasses. There have been multiple problems with negligence (they crazed her lenses during a minor repair). I have been called 3 times to pick up her lense and when I get there they can't find lens and tell me they will order a new one. They call and say its in. When I go to office 2 have lens put in frame they can't find lens. This has happened 3 times I was also told I would be refunded the cost of the lens for the inconvenience and have not received the credit either. I was spoken to in a very unprofessional manner by both [redacted] n dr [redacted]. [redacted] accused me of lying even when the other tech clearly admitted fault with the crazing. 3 months is unacceptable to receive new eyeglass lens and refund was never issued.Desired Settlement: I would love the correct lens in a timely manner for my daughters glasses and would like the refund I was told I would receive. A letter of admission of fault and apology would be nice also.

Business

Response:

On 11/27/2013 Mrs [redacted] brought her daughter in and purchased a single left lens to replace the one on her frame. We ordered her lens and she was notified on 11/29/2013 that her lens was ready for her frames. On 12/3/2013 Mrs [redacted] came in with her daughter to have the lens cut into frames. After the lenses were cut into the frames, Mrs [redacted] asked our Lab Tech to adjust both their glasses because they were fitting loose. At that point, Mrs [redacted] asked the Tech to adjust her own glasses as well. The Tech adjusted both glasses and they went home. Mrs [redacted] called us on the phone about 20 minutes later, it was after 2pm and our Tech had gone home. Mrs [redacted] said that her and her daughter's lenses we ruined. We asked her to come back into our office so that we may look at the lenses. The damage looked like tiny linear scratches on the lenses, it is possible that this type of damage can be caused by heat. At that point, I asked Mrs [redacted] if she was sure the lenses were not damaged before she came in for an adjustment. We did not accuse her of lying, it is standard protocol. We placed an order for both of their glasses. Mrs [redacted]'s Daughter's lens came in first but hers took a few days longer because they were multifocal. They came in on 12/9/2013 to have their glasses replaced. We then noticed that although Mrs [redacted] only purchased a left lens for her Daughter's glasses, she claimed that both of her lenses were ruined. We then proceeded to order an additional Right lens for her daughter. In the ordering process we made a mistake and took Mrs [redacted]'s chart to order lenses instead of her daughter. Unfortunately, we discovered this error only after Mrs [redacted] had been notified that "her daughter's" lenses were ready. We apologized for the confusion and reordered her daughter's correct lenses in the correct Rx. The lenses were reordered on 1/22/1014. Mrs [redacted] hadn't bought glasses from us since July 2011 and her daughter in June 2012. It is more likely that surface scratches on eyeglass lenses would result from about 2 and a half years of use, rather than a 15 minute eyeglass adjustment. Regardless of this fact, we admitted our tech did not properly inspect the lenses before taking possession of Mrs [redacted] and her daughter's glasses and we replaced both of their glasses at no cost to them. We apologized about the delay and confusion. Mrs [redacted] was never promised a refund inspite of her various attempts to request a refund when talking to frontline staff. We feel we were fair, given the fact that their glasses were so old. Unfortunately, Mrs [redacted]'s daughter waited a long time for her glasses. She used her existing lenses as loaners the entire time, she was not without glasses for any amount of time. Inspite of Mrs [redacted]'s repeated telephone threats and verbal abuse to our staff members, we always treated her with professionalism as we do all of our patients. Yes we made mistakes, we feel that we made good on our mistakes by replacing lenses on both her and her daughter's glasses. We will not refund Mrs [redacted] any money as a result.