Herbert Brett Friedman DDS LLC

TSO Stone Oak [redacted] Dear Sir or Madam: This letter is in response to the complaint ID [redacted] submitted to you on 06/26/The patient brought an outside prescription from another Doctor and facility to our establishmentThe patient purchased a pair of glasses from us using insurance benefits and paid out of pocket $264.00, insurance charges were $for a complete total of $At the time of purchase the patient was explained our eyeglass policy which states the following: Once a frame is purchased it is non-refundable and cannot be exchangedSince we begin processing each order immediately, we are unable to make any cancellations after close of business on the day the order is placedEyeglass lenses are custom made specifically for you and, therefore, cannot be returnedAll sales are finalThe patient signed and dated the eyeglass policy (copy included with this letter)The first time the patient came in he expressed concern with the lenses being crooked on the frameWe sent the glasses back to our lab and had the lenses re-mountedThe second time the patient came in to pick up his glasses; he expressed concern with the vision being off when he looked through themThe patient would place one hand over one eye and look through the other lens with his head tilted sidewaysThis would cause some distortion in a progressive lens because the patient is essentially looking through the lens at an angleWe attempted to explain this to the patient and also explain that we ask patients to allow a week of adjustment for progressive lensesThe patient never took the glasses home to allow for adjustment to the new prescriptionBecause the patient brought in an outside prescription, we were unable to determine how much of a prescription change the patient had to adjust toHe was still not happy so our optician re-measured and decided the pupillary distances were off by a 0.5mmWe did a remake on the lenses for the patientThe third time the patient came in to pick up the glasses he still expressed a concern with the visionOnce again, the patient would place one hand over one eye and tilt his head sideways to look through the lensAs a courtesy we did another remake on the lenses and adjusted the pupillary distance by another 0.5mmEach time the patient came in, our optician checked the prescription on the glasses to ensure it matched the outside prescription the patient had providedThe last time the patient came in to pick up his glasses, .he still expressed concern with the vision being blurry on one eyeWe informed the patient blurriness would come from the prescription not measurements on the lensesWe advised the patient to contact the Doctor that provided the prescription to ensure it was accurate if he continued to have trouble with blurrinessSincerely, [redacted] Office Manager Texas State Optical-Stone Oak [redacted]

Dear Sir or Madam: This letter is in response to the complaint ID [redacted] submitted to you on 06/26/Mr [redacted] came back into our office on July 24, We made another adjustment to his glassesHe requested to have his frame sit flatter on his face and Mr [redacted] left very satisfiedHe is a happy and repeat customerPlease update the record to show that Mr [redacted] is satisfied with the services he receivedYou may contact him to verifyIf you have any further questions please contact meSincerely, [redacted] Office Manager Texas State Optical-Stone Oak [redacted]

Dear Sir or Madam: This letter is in response to the complaint ID [redacted] submitted to you on 06/26/2015. Mr. [redacted] came back into our office on July 24, 2015. We made another adjustment to his glasses. He requested to have his frame sit flatter on his face and Mr. [redacted] left very satisfied. He is a happy and repeat customer. Please update the record to show that Mr. [redacted] is satisfied with the services he received. You may contact him to verify. If you have any further questions please contact me. Sincerely, [redacted] Office Manager Texas State Optical-Stone Oak [redacted]

Complaint: [redacted]
As I am writing this message, I am only correctly focused with my left eye.I am rejecting this response because: I don't agree with the stated comments made by TSO "Frames were crooked" - of course the frames are never set right the first time. But that is not the reason of my complaint. As for the lenses, I have used them for two weeks. One eye is still not correctlyl focused, this is the reason I cover one eye to see where the other eye is focusing. The reason I never took them out of your office was to ensure you were making corrections before I took them out. I've used progressive lenses for over 10 years. I understand about adjustment periods for new users not me because my prescription is very minor. TSO refers to my old prescription and glasses which they had sold me appoximately two years ago. They still work and that is the reason I am going back to that prescription.
I understand your policy and understand you don't want to loose on the purchase of the lenses and frames. I did sign the forms and understood the risk. However, its not about the frames or the lenses made specifically for me. Its about the mounting and centering of my focused points. Going back to my optometrist is a waste of time and money when I know the lenses are incorrectly mounted on the frames.
We all can make better use of our time. I would appreciate Revdex.com to advocate on my behalf for a full refund. However, if that cannot happen, I do appreciate your attention to my complaint.
TSO - I am one of many customers and perhaps you will not miss me.
[redacted]
 
 
 
 
 
 
 
Regards,Ernesto Ortiz

TSO Stone Oak [redacted] Dear Sir or Madam: This letter is in response to the complaint ID [redacted] submitted to you on 06/26/2015. The patient brought an outside prescription from another Doctor and...

facility to our establishment. The patient purchased a pair of glasses from us using insurance benefits and paid out of pocket $264.00, insurance charges were $724.00 for a complete total of $988.00. At the time of purchase the patient was explained our eyeglass policy which states the following: Once a frame is purchased it is non-refundable and cannot be exchanged. Since we begin processing each order immediately, we are unable to make any cancellations after close of business on the day the order is placed. Eyeglass lenses are custom made specifically for you and, therefore, cannot be returned. All sales are final. The patient signed and dated the eyeglass policy (copy included with this letter). The first time the patient came in he expressed concern with the lenses being crooked on the frame. We sent the glasses back to our lab and had the lenses re-mounted. The second time the patient came in to pick up his glasses; he expressed concern with the vision being off when he looked through them. The patient would place one hand over one eye and look through the other lens with his head tilted sideways. This would cause some distortion in a progressive lens because the patient is essentially looking through the lens at an angle. We attempted to explain this to the patient and also explain that we ask patients to allow a week of adjustment for progressive lenses. The patient never took the glasses home to allow for adjustment to the new prescription. Because the patient brought in an outside prescription, we were unable to determine how much of a prescription change the patient had to adjust to. He was still not happy so our optician re-measured and decided the pupillary distances were off by a 0.5mm. We did a remake on the lenses for the patient. The third time the patient came in to pick up the glasses he still expressed a concern with the vision. Once again, the patient would place one hand over one eye and tilt his head sideways to look through the lens. As a courtesy we did another remake on the lenses and adjusted the pupillary distance by another 0.5mm. Each time the patient came in, our optician checked the prescription on the glasses to ensure it matched the outside prescription the patient had provided. The last time the patient came in to pick up his glasses, .he still expressed concern with the vision being blurry on one eye. We informed the patient blurriness would come from the prescription not measurements on the lenses. We advised the patient to contact the Doctor that provided the prescription to ensure it was accurate if he continued to have trouble with blurriness. Sincerely, [redacted] Office Manager Texas State Optical-Stone Oak [redacted]