Hauser Vision Care

RE: [redacted] ID # [redacted] was seen in our office on October 7, by DrGregory L [redacted] for an eye examinationHer chief complaint that day was near vision blurShe had tried contacts in the past, but failed due to visual clarityHe prescribed glasses with progressive lenses that would correct her distance and near.DrL [redacted] saw [redacted] for a recheck of her prescription at no charge to the patient on November 3, She was complaining that her distant vision was blurryHe did not find any change in the prescription that he had wrote from the original examOur board certified optician, Geralyn M [redacted] checked all the measurements of the glasses and everything was correctWe added a little pantoscopic tilt to the glasses and [redacted] was very please and happy that her distant vision was clearShe left our office smiling.The next day, November 3, 2017, DrJulie H [redacted] spoke to [redacted] when she called our office to say that she was having issues seeing her computer screen at workDrH [redacted] explained that she may need a pair of computer glassesDralso explained to her that one set of glasses doesn't always meet every single visual need we have.After consulting with the optician, Geralyn decided that maybe shorting up the progressive lens corridor may help [redacted] get into the reading portion a lot quicker for her computerI had her call [redacted] to let her know what we would like to doShe left a message on the cell ngmber [redacted] had given in her medical chart asking her to call her back that she would like to see if we could make a change in the lens to help her with her computer [redacted] , never returned her call.Our optician, Geralyn called again on the morning of November 4, leaving the same message on the same number, asking her to please return her call that she wanted to get the new lenses ordered right awayShe again, never called back[redacted] came into the office around 5:pm that evening and stated that she was returning the glassesI told her I had left her several messages about wanting to make a change to her glasses and she said she never received themI asked her if I had the correct phone number and she confirmed it was hersShe turned around and walked out the door[redacted] called our office on November 21, and spoke to Allison wanting to know where her refund wasShe had expected us to credit her credit cardAllision told her we do not keep patients credit card numbers on fileAfter speaking to DrH [redacted] Allison left a message on [redacted] 's voice mail stating our office policyWe do not refund for custom made prescription glassesWe can remake them at no additional charge to her in either a computer lens or single vision near [redacted] again, never called us back[redacted] has National Vision Administrators for her vision insuranceTheir policy is: they do not cover any prescription remakes for any reason nor do they reinstate patient's benefitsWe were willing to make the changes at our cost; unfortunately [redacted] didn't return our call.In [redacted] 's complaint she states that someone from our office told her she had days to return her glassesOur office policy is days to make changes to any progressive lenses at no additional charge to patientNo refundsShe clearly misunderstood.We did everything possible to help [redacted] out with her vision problemWe take pride in helping our patients with their visual needsIt is unfortunate that it has come to this.DrJulie H [redacted] O.D

RE: [redacted] ID #[redacted] was seen in our office on October 7, 2017 by Dr. Gregory L[redacted] for an eye examination. Her chief complaint that day was near vision blur. She had tried contacts in the past, but failed due to visual clarity. He prescribed glasses with progressive lenses...

that would correct her distance and near.Dr. L[redacted] saw [redacted] for a recheck of her prescription at no charge to the patient on November 3, 2017. She was complaining that her distant vision was blurry. He did not find any change in the prescription that he had wrote from the original exam. Our board certified optician, Geralyn M[redacted] checked all the measurements of the glasses and everything was correct. We added a little pantoscopic tilt to the glasses and [redacted] was very please and happy that her distant vision was clear. She left our office smiling.The next day, November 3, 2017, Dr. Julie H[redacted] spoke to [redacted] when she called our office to say that she was having issues seeing her computer screen at work. Dr. H[redacted] explained that she may need a pair of computer glasses. Dr. also explained to her that one set of glasses doesn't always meet every single visual need we have.After consulting with the optician, Geralyn decided that maybe shorting up the progressive lens corridor may help [redacted] get into the reading portion a lot quicker for her computer. I had her call [redacted] to let her know what we would like to do. She left a message on the cell ngmber [redacted] had given in her medical chart asking her to call her back that she would like to see if we could make a change in the lens to help her with her computer [redacted], never returned her call.Our optician, Geralyn called again on the morning of November 4, 2017 leaving the same message on the same number, asking her to please return her call that she wanted to get the new lenses ordered right away. She again, never called back.[redacted] came into the office around 5:00 pm that evening and stated that she was returning the glasses. I told her I had left her several messages about wanting to make a change to her glasses and she said she never received them. I asked her if I had the correct phone number and she confirmed it was hers. She turned around and walked out the door.[redacted] called our office on November 21, 2017 and spoke to Allison wanting to know where her refund was. She had expected us to credit her credit card. Allision told her we do not keep patients credit card numbers on file. After speaking to Dr. H[redacted] Allison left a message on [redacted]'s voice mail stating our office policy. We do not refund for custom made prescription glasses. We can remake them at no additional charge to her in either a computer lens or single vision near. [redacted] again, never called us back.[redacted] has National Vision Administrators for her vision insurance. Their policy is: they do not cover any prescription remakes for any reason nor do they reinstate patient's benefits. We were willing to make the changes at our cost; unfortunately [redacted] didn't return our call.In [redacted]'s complaint she states that someone from our office told her she had 60 days to return her glasses. Our office policy is 60 days to make changes to any progressive lenses at no additional charge to patient. No refunds. She clearly misunderstood.We did everything possible to help [redacted] out with her vision problem. We take pride in helping our patients with their visual needs. It is unfortunate that it has come to this.Dr. Julie H[redacted] O.D.