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Gogolin Enterprises

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Gogolin Enterprises Reviews (1)

09/28/2016*** ***Office Manager***Beaumont Family Eye CareDelaware st.Beaumont, Texas 77706Complaint ID #: 11739169 To whom it may concern,This is a written response to the complaint (ID# 11739169) filed on September 28th, by the mother of
a patient and optical customer (Mrs*** ***, henceforth referenced as Mrs***), in order to clarify and rectify the complaint.Mrs*** visited us for the first time with one of her children, on October 28th, At that time, he was evaluated by the doctor and was fitted for glasses in our opticalAs is our practice, an automated text message was sent to the supplied cell phone number when his glasses were ready for pick up on November 5th, On November 9th, Mrs*** contacted us requesting information on the glasses and was informed that they were ready for pick up and had been for days. When she arrived to pick up the glasses on November 9th, 2015, she was extremely rude, loud, verbally abusive to our receptionist and optical staffShe claimed that we were lying about her eye wear notifications and continued to argue loudly, making other patients uncomfortableWhen we supplied her with the exact date and time that the message was sent and received via our automated system, she continued to speak rudely to the staff demanding that she never be automatically messaged again and stated that she wanted a staff member to call her when glasses are ready for her children. Shortly after leaving our office Mrs*** wrote a review on our practice’s Facebook page, claiming sub par customer service and mistreatment by our staff (this review is no longer available as it was replaced by a new one on September 28th, that is an almost verbatim copy of her Revdex.com complaint)She was contacted by our doctor shortly after the original review was written in an attempt to rectify the situation but was rude and sarcastic with the doctor as wellIt was at this time that the decision was made to not to reschedule her in our practiceTrue customer complaints will always be addressed, but we will not allow patients to be rude and verbally abuse to our staff and/or make other patients in the office uncomfortableIt was for those reasons that Mrs*** is not welcome back in our officeOne of Ms***' sons wears contactsThis son was seen on July 13th, for a contact lens follow upThe decision was made to allow him to return for a contact lens follow up as follow up care is provided as part of his contact lens fitting (which occurred in 2015). She was not made aware of the decision to no longer see her children at that time as it was decided that the conversation would cause unnecessary difficulty and it was assumed from her customer service complaint that she would not wish to returnIn fact her own words on our Facebook page state: “In my opinion, do not choose this officeYou can find better service elsewhere”Unfortunately, Ms***' son’s information was not removed from our automated systemThis caused her to receive an automated recall notice for her son on September 28th, as these notices go out one month in advanceThis was a mistake on our part, as we thought we had deactivated all the recall notices when we deactivated the eyewear notification noticesWhen Ms*** called our office to schedule her son per the recall notice, she was informed that we were no longer care providers for her son and she would need to seek care elsewhereWe offered to help her find another doctor, to provide a copy of her records to her, and to provide emergency care for a 90-day periodHer response to this information was to demand an explanation and when the receptionist transferred her to the Office Manager, Mrs*** once again became very angry and abusive when the situation was explained. We do apologize for and sympathize with the confusion caused by our automated system and the frustration caused by Mrs*** having to seek new eye care options elsewhereHowever, we stand by our decision to no longer see this patient's family due to the rude and abuse nature of Mrs***, and the stress and discomfort she causes our staff and our patientsWe are a business that thrives on customer satisfaction and we go out of our way to provide the best quality eye care and eye wear with the best customer service in the industry, but we will not allow patients or patient's families to mistreat or misrepresent our staffIt is our right, as a private business, to refuse service where we deem necessaryWe take the decision to do so very seriously and have only done so only twice before in yearsAt this time, the best conflict resolution we can offer is a complete release of records for all three of Mrs***' children so that she may continue to seek out treatment elsewhereAll fees will be waived and they can either be mailed, faxed, or transmitted securely to the appropriate eye care office.Her son’s complaints of ocular allergies are not generally an emergency situationWe are willing to refill his prescription for allergy drops and send it to the pharmacy of her choosingIf his symptoms increase, we will provide emergency care as medically necessaryHis dyslexia is similarly not an emergency situationWe encourage anyone this matter concerns to contact us immediately if anything in this appeal was not clear or up to standardsPlease contact us if there are any further questions or concerns. Thank you for your time, *** *** Beaumont Family Eye Care

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Address: 1600 N Garfield St, Alpharetta, Georgia, United States, 30004-3505

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