Glenolden Eye Care

Hello [redacted] ,Thank you for taking our call todayThis message is in reference to Revdex.com Complaint ID # [redacted] .The summary of the claim is that a patient ordered a pair of lenses from Glenolden Eye Care on 11/7/with his insurance paying the office $61,on 12/3/The patient's frame was a discontinued [redacted] model that has not been made or available to purchase from the manufacturer for roughly ten yearsThe frames he dropped off were missing demo lenses, eye wires to hold them in the frame, and the connecting rivets that lock the lenses and wire in placeWe made the lenses by hand, assembling the glasses with our own parts that were added to his frame, and upon completion, he informed us this was not his pair of glasses.We asked him to provide us with a receipt of his frames, so we could check with the seller on the condition of them when purchased, and reached out to the former manufacturer to see if they had any parts of this frame model in stock; they did not have anything leftWe continued to work through communication with the patient until he asked us to reverse the insurance payment from his insurance company, which we did, and the insurance firm cashed our check on 2/13/reversing the benefits.The patient asked us to do this on 1/13/15, and instructed us to keep the frame after we attempted to return them to himThrough this process we provided multiple options to remedy the situation, all of which did not satisfy the patient, and we were forced to refund all dollars received, zeroing out his accountWe are more than happy to provide him with his records and prescription information to purse eye care products and exams elsewhere.His message requesting the insurance reversal and his intention of the frame we still have is pasted belowPlease let us know if you have any questions, or need any further information on this case

Hello ***,I vigorously reject this response from Frank, though I'm not shocked in any way by his marginalizing viewFirst, the frames (which were not even years old, and in EXCELLENT condition) were dropped off with new and sealed authentic *** parts (wires and rivets) and in a case - all of which the service provider does not have.After dropping the frames off with Glenolden, for a month I was told the lab "lost my glasses." Two weeks later I was informed the lab found my glassesWhen I went to pick up my frames, the frames they tried to give me were not mineI have years of photographic evidence to prove my claim that my glasses do not have any gold or "goldish" featuresMy frames had a metallic or "silverish" accent on the templesFor them to assert the frames they tried to give me are mine is absurd and outlandish.I did ask for the reversal of the insurance payment, and I have no intention of obtaining any gold colored frame.Additionally, providing me with my records and prescription is not a solution to my missing propertyProviding my medical records upon request is a legal responsibility not a favor.Through my experience, this company operates with unscrupulous audacity and contempt for their customersNever have I seen a business model where the customer is wrongThis reply is another illustration of this flawed model they operate with
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I did not obtain the lenses that I paid for ... again, sales rep Nick was shown my old sunglasses and told me that my new sunglasses would look the exact same way!  My prescription did not change that much to warrant a "thick" frame.  I was afforded the opportunity to get my lenses "thin" for an extra charge, but again I was told during my initial purchase that my lenses would look the same exact way as the older Ralph Lauren sunglasses that I was wearing.  Please note, my new sunglasses are the identical same shape and maker of my old sunglasses and for this reason I am very disturbed that I was told that my new sunglasses would look exactly like my old ones.  Frank stated that I was given "multiple options" when my sunglasses should have been completed the way in which I was told they would be from the very first visit to the store.
Frank is stating their refund policy says one thing, but I have written proof from the rep Nick that I was due a total refund.  Nick told me explicitly that he spoke with the manager (his brother) and I would receive a full refund when checks are cut by his brother (time frame is the 1st and 15th of the month).
Lastly, I spoke with a gentleman by the name of Domenick ONE time and this gentleman informed me that he was calling to resolve the matter.  Domenick provided me with 2 solutions .. come into the store to purchase glasses for the $179 or get half of my money back.  I told him that neither option sat well with me because I had purchased 2 complete pairs of eyeglasses just a few months ago and I was not at all going to accept half of my money back for the company's error ... Domenick then said "I will allow you to think this over and give you a call back when it's convenient".  I gave him my cell number as I knew that I was back to work and leave my home each morning at 6 am and do not return until after 9 pm each day.  Domenick informed me that he was scheduled to go on vacation for the Labor Day weekend and would do his best to give me a call on the road ... I did not speak with nor did I have a voice message from Domenick on any of the two phone numbers that I possess.
I am very very disgusted by the way that this company does business and just want this to END ... they will NEVER have to worry about me nor anyone that I know doing business with them again!!
Regards,
[redacted]

Hello [redacted],Thank you for taking our call today. This message is in reference to Revdex.com Complaint ID #[redacted].The summary of the claim is that a patient ordered a pair of lenses from Glenolden Eye Care on 11/7/14 with his insurance paying the office $61,65 on 12/3/14. The patient's frame...

was a discontinued [redacted] model that has not been made or available to purchase from the manufacturer for roughly ten years. The frames he dropped off were missing demo lenses, eye wires to hold them in the frame, and the connecting rivets that lock the lenses and wire in place. We made the lenses by hand, assembling the glasses with our own parts that were added to his frame, and upon completion, he informed us this was not his pair of glasses.We asked him to provide us with a receipt of his frames, so we could check with the seller on the condition of them when purchased, and reached out to the former manufacturer to see if they had any parts of this frame model in stock; they did not have anything left. We continued to work through communication with the patient until he asked us to reverse the insurance payment from his insurance company, which we did, and the insurance firm cashed our check on 2/13/15 reversing the benefits.The patient asked us to do this on 1/13/15, and instructed us to keep the frame after we attempted to return them to him. Through this process we provided multiple options to remedy the situation, all of which did not satisfy the patient, and we were forced to refund all dollars received, zeroing out his account. We are more than happy to provide him with his records and prescription information to purse eye care products and exams elsewhere.His message requesting the insurance reversal and his intention of the frame we still have is pasted below. Please let us know if you have any questions, or need any further information on this case.

Frank G[redacted] <[redacted]>
Attachments6:15 PM (16 hours ago)
to me, [redacted] 
---------- Forwarded message ----------
From: Frank G[redacted] <[redacted]>
Date: Thu, Sep 11, 2014 at 6:02 PM
Subject: Complaint...

# [redacted]
To: [email protected]
Cc: [redacted]
Hello [redacted],
Thanks for taking my call yesterday. We received the Revdex.com letter you sent dated 9/2/14 for Glenolden patient [redacted]. She purchased lenses on 6/25/14 and was disenchanted with the lens thickness. The employee there did speak with me and I had him extend the option of making them thinner using a hi-index lens material, only charging her for the upgrade to do so, or to remake them again in the same material she purchased, only with a thinner center thickness. Either was, they would have been thinner, and the end result was that [redacted] was presented with multiple options.
Rx eyeglass lenses are tailor made specific for the wearer and net fully refundable. Our website states this, and there are several policy and procedure bulletins in the office duplicating the information. The biggest discount we can ever apply after purchasing of Rx lenses is 50%. These are our three options available to extend.
Copy and paste into browser:
http://glenoldeneyecare.com/exam-material-policies/
The store manager was in contact with her repeatedly over the past two weeks, they spoke several times, and it was left in her hands to call him two Friday evenings ago at 6:30pm with her requested outcome of the three options. She never called, and he did leave a voice message.
Please let me know what else I can do to further assist.
Attachments area
Preview attachment GEC Revdex.com PatientReceipt.pdf
PDF
GEC Revdex.com PatientReceipt.pdf 


Frank Gimbel <[redacted]>




6:15 PM (16 hours ago)










to me, Domenick, nick




 
 
 
 
---------- Forwarded message ----------
From: Frank Gimbel <[redacted]>
Date: Thu, Sep 11, 2014 at 6:02 PM
Subject: Complaint # [redacted]
To: [email protected]
Cc: Domenick Corrado <[email protected]>, [email protected]
Hello [redacted],
 
Thanks for taking my call yesterday. We received the Revdex.com letter you sent dated 9/2/14 for Glenolden patient Devonia Taylor. She purchased lenses on 6/25/14 and was disenchanted with the lens thickness. The employee there did speak with me and I had him extend the option of making them thinner using a hi-index lens material, only charging her for the upgrade to do so, or to remake them again in the same material she purchased, only with a thinner center thickness. Either was, they would have been thinner, and the end result was that Devonia was presented with multiple options.
 
Rx eyeglass lenses are tailor made specific for the wearer and net fully refundable. Our website states this, and there are several policy and procedure bulletins in the office duplicating the information. The biggest discount we can ever apply after purchasing of Rx lenses is 50%. These are our three options available to extend.
 
Copy and paste into browser:
 
http://glenoldeneyecare.com/exam-material-policies/
 
The store manager was in contact with her repeatedly over the past two weeks, they spoke several times, and it was left in her hands to call him two Friday evenings ago at 6:30pm with her requested outcome of the three options. She never called, and he did leave a voice message.
 
 
Please let me know what else I can do to further assist.
 
Attachments area
 
Preview attachment GEC Revdex.com PatientReceipt.pdf
 
 
GEC Revdex.com PatientReceipt.pdf

Review: On June 25th 2014 I took my new sunglasses frame to Glenolden Eye Care to get my new prescription placed in it. I sat with representative Nick G. and showed him exactly what I wanted my sunglasses to look like (note, I own an identical pair with prescription, so I wanted to make sure that he knew what I wanted my glasses to look like) and he assured me that my new glasses would come back the same way. One week later I received a call that my glasses was ready so I returned to the establishment to find that my sunglasses were not correct. The gentleman on duty at the time informed me that he would send them back to the lab to get them corrected; 21 days later I was told that if I wanted the glasses to be correct, then I would have to pay more money ... my response was absolutely not why would I pay more money to have something done the way I originally paid to have them done. I then informed Nick that I would pick up my frames with the original lenses in them for a full refund, he said okay. I arrived at the establishment on July 24th to retrieve my glasses and was told that my refund would be processed on August 1st. I called today (8/7) to inquire about my refund and was told that a decision has been made not to issue me a refund because technically the glasses were made on their end ... I responded "what the glasses were indeed made, but not in the manner that I paid for" and Nick responded "uuuhhhh my manager said that store credit" and I stopped him and said that is not an option considering I was told that I was getting a refund and also have his signature on my receipt stating that I was getting a full refund. Furthermore, I told him that I have no intentions to ever patronize that establishment again considering they had my glasses for darn near a month and did not fulfill their obligation correctly, thus forcing me to go elsewhere and pay out more money to right their wrong!! I am simply devastated!!Desired Settlement: Refund my monies back onto my card ASAP, contact my credit card company to state their fault or issue me a check in the amount of $179 ASAP

Business

Response:

Frank G[redacted] <[redacted]>

Attachments6:15 PM (16 hours ago)

to me, [redacted]

---------- Forwarded message ----------

From: Frank G[redacted] <[redacted]>

Date: Thu, Sep 11, 2014 at 6:02 PM

Subject: Complaint # [redacted]

To: [email protected]

Cc: [redacted]

Hello [redacted],

Thanks for taking my call yesterday. We received the Revdex.com letter you sent dated 9/2/14 for Glenolden patient [redacted]. She purchased lenses on 6/25/14 and was disenchanted with the lens thickness. The employee there did speak with me and I had him extend the option of making them thinner using a hi-index lens material, only charging her for the upgrade to do so, or to remake them again in the same material she purchased, only with a thinner center thickness. Either was, they would have been thinner, and the end result was that [redacted] was presented with multiple options.

Rx eyeglass lenses are tailor made specific for the wearer and net fully refundable. Our website states this, and there are several policy and procedure bulletins in the office duplicating the information. The biggest discount we can ever apply after purchasing of Rx lenses is 50%. These are our three options available to extend.

Copy and paste into browser:

http://glenoldeneyecare.com/exam-material-policies/

The store manager was in contact with her repeatedly over the past two weeks, they spoke several times, and it was left in her hands to call him two Friday evenings ago at 6:30pm with her requested outcome of the three options. She never called, and he did leave a voice message.

Please let me know what else I can do to further assist.

Attachments area

Preview attachment GEC Revdex.com PatientReceipt.pdf

PDF

GEC Revdex.com PatientReceipt.pdf