Fogg, Maxwell, Lanier & Remington EyeCare

Initial Business Response / [redacted] (1000, 8, 2016/05/31) */ While it is quite unfortunate that Ms [redacted] was dissatisfied with our service, I am displeased with her description of our employee that assisted herFurther, I am embarrassed that the Revdex.com did not edit this comment Ms [redacted] was fitted for custom lenses at a tremendous discount ($vs$as a courtesy), and paid in full for the fitting and lenses prior to leaving the office on 4/12/I am not sure why someone would pay in full then ask not to order, as she claimed Nonetheless, she returned the next day for glasses, for which she was fitted and then orderedWe then cancelled the lenses at her request, and restored her benefits so she may use them for the glasses Ms [redacted] is aware of the terms of ordering custom lenses as stated on the order formThe restocking fee was charged and lenses returnedA refund in the amount of $was returned to the patient's credit cardI cannot/will not refund the fitting fee as that is a fee charged for the doctor's time, for which she already received at a tremendous discountCurrently, there is no amount due on the account Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/05/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Had that associate not processed those lenses like she was asked too all this mess wouldn't have occurred but again the lack of training and communication is clearHighway robbery at its finestLooking at some other complaints I can see the issues have not and will never be resolved

Initial Business Response /* (1000, 17, 2015/07/08) */
In response to the complaint and case number XXXXXXXX, I would like to contest the complainant's view of our written quote, and the perception of our practice "adding sneaky prices"
The complainant contends that we are sneaky in our pricing
and not forthright in our costs and chargesAlso, they contend that the front desk staff was rudeI cannot dispute the second complaint about staff being rude, but can assert that the individual that we have working there is a smart, sweet, and conscientious employeeThis is what I know to be true, and again, cannot attest to the conversation between the patient and her
As far as the pricing issue, this is not an issue of us changing our prices, but of the insurance company, VSP, supplying certain benefits if the patient buys or doesn't buy contacts at the time of the evaluation and fittingAccording to the coverage that the patient has for Contacts Exam, Fitting and Allowance:
"The routine eye exam is covered and the patient receives a $allowance towards the contact lens exam services and materialsThe patient receives a 15% savings off contact lens exam services prior to applying the allowanceIf your patient receives contact lens exam services only without purchasing materials, the maximum allowance is reduced to $60."
What this means, is that we were attempting to explain the different scenarios to the patient, and give them their options from which to chooseWe are bound by our contracts with the vision and health care plans and cannot stray from their pricing and allowancesIf we do, we jeopardize our contract with them, our ability to treat the patient, and our livelihoodI am more than happy to have the patient call me, or come to one of our other locations that dispense contact lenses to insure that they receive optimal service, and the maximum benefit from their insurance
Thank you for taking the time to consider our response to this issuePlease forward me any unresolved issues and I will address them accordingly

Initial Business Response /* (1000, 8, 2016/05/31) */
While it is quite unfortunate that Ms. [redacted] was dissatisfied with our service, I am displeased with her description of our employee that assisted her. Further, I am embarrassed that the Revdex.com did not edit this comment.
Ms. [redacted] was...

fitted for custom lenses at a tremendous discount ($35 vs. $110 as a courtesy), and paid in full for the fitting and lenses prior to leaving the office on 4/12/2016. I am not sure why someone would pay in full then ask not to order, as she claimed.
Nonetheless, she returned the next day for glasses, for which she was fitted and then ordered. We then cancelled the lenses at her request, and restored her benefits so she may use them for the glasses.
Ms. [redacted] is aware of the terms of ordering custom lenses as stated on the order form. The restocking fee was charged and lenses returned. A refund in the amount of $12.50 was returned to the patient's credit card. I cannot/will not refund the fitting fee as that is a fee charged for the doctor's time, for which she already received at a tremendous discount. Currently, there is no amount due on the account.
Initial Consumer Rebuttal /* (3000, 10, 2016/05/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Had that associate not processed those lenses like she was asked too all this mess wouldn't have occurred but again the lack of training and communication is clear. Highway robbery at its finest. Looking at some other complaints I can see the issues have not and will never be resolved.