Knight Vision & Glaucoma Specialists, Inc.

1) "I did attempt to explain and apologize a number of times that there was a 10-day delay in placing the order." This was never discussed during the phone conversation with *** ***The only discussions were the fact he had no staff available to return my phone calls for approximately a week and the fact *** *** takes a very long time to make the glasses and *** *** stated the quality of product from *** *** is poorA 10-day delay was not discussed; that information was later gleaned from an employee at Knight Vision
2) It was not "explained at least a dozen times" to meI had one conversation with the doctor and two conversations with lab personnelI do not need to be portrayed as stupid and incompetentI understand the doctor's position regarding *** ***My issue is the fact that no one placed the order with *** *** until 1/13/15, possibly 1/22/(according to *** ***) and no one returned a phone call for approximately a weekThe only response I've had on these issues are "I've fired the majority of my staff - there was no one here to call you back," and the complaints of *** ***I do not think I need to have this explained to me any further, and I certainly do not need to have something explained to me at least a dozen times
I want no further contact with this company other than to pick up my glasses when they arriveObviously, *** *** and this business have the attitude that their customers should not expect service when they -- Knight Vision -- eliminate staff and/or have other circumstances within their organization

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I was only just contacted by the business on June 8, this was the first contact I had with the business I was at work and received a message to call them back I called back, I was put on hold for OVER minutes before anyone even checked to see if I was still on the line or had been helped Another minutes on hold and I actually spoke to the person who had left me the message to call back That is when I was told of the creditI refused to give them my credit card number so I will wait to see if the check for the credit actually arrivesI find communication by this business to be lacking Customer service is NOT a priority
Regards,
*** ***

The patients insurance dictates which lab we have to send the patients order to.  The original order that the patient had placed was not available in the material that she had requested. This was not known until the order was placed through insurance.  In order for her to receive the...

highest quality product at no additional charge to her, the order had to be changed to accommodate her request. This took approximately 1 week. The bill that she originally received was for a rimless mounting charge which her insurance requires that she pays. The patient statements were generated prior to the new order being entered into the patients account.  The change to her order actually resulted in a credit of $50.80 to the patient.  The patient called to speak with the [redacted] on 5/13/15.  The [redacted] was not in the office at the time of her call.  The [redacted] returned her call first thing in the morning on 5/14/15.  The patient did not answer the call so a message was left for her. We did not hear back from the patient regarding the first call by the end of the day so another call was made to the patient at 4:30 pm.  She did not answer that call so another message was left.  Although this patient never returned any calls, she did pick up her glasses about 3 weeks ago and we assumed this matter was settled and this complaint was removed.Toni F[redacted]Knight Vision and Glaucoma Specialists, Inc.

Thank you for the letter. Regarding Mrs. [redacted], she has [redacted] which is not a vision insurance but is a pre-payed vision program. When someone has [redacted] and purchases glasses, those individuals receive an eye exam,  and those who require glasses are given a selection of [redacted] frames...

and are then allowed to choose from a variety of [redacted] approved lenses. Any [redacted] provider will then go on the [redacted] web site, enter what a patient wants and has ordered and [redacted] in turn makes the glasses. Glasses that are fabricated by [redacted] are done so at their leisure with no guarantee of delivery date. Glasses ordered from [redacted] have historically taken anywhere from 3 to 8 weeks to receive. Any cost after what is covered by [redacted], in this case $218.00 is payed to the provider (us in this case) and then [redacted] in turn charges the provider (us) that same amount so what Mrs. [redacted] is referring to as a copayment is in fact paid to [redacted]. I believe that any [redacted] provider is paid a "dispensing" fee of approximately $5.00. Regarding any refund of payment made, Mrs. [redacted] needs to talk to [redacted] because that is who collects the $218.00 that she paid.   Regarding the delay in ordering Mrs. [redacted]s' glasses, I did attempt to explain and apologize a number of times that there was a 10 day delay in placing the order because I disharged approximately 1/2 of my staff at the end of December.  Mrs. [redacted] asked numerous times why she didn' t get a call back from the office manager and I told her that unfortunately, she had also been discharged. When I spoke to Mrs. [redacted] on 1/22/15, I offered to cancel her order and have the $218.00 refunded to her from [redacted] but did remind her that no matter where she went in the United States, [redacted] would still take approximately 3 or more weeks to make her glasses, Mrs. [redacted] has called our office numerous times this week, including yesterday, the day that she filed this complaint. Mrs. [redacted] was assured that she would be contacted immediately upon the arrival of her glasses. Although we would like to provide Mrs. [redacted] with her glasses sooner, she again unfortunately needs to contact [redacted] who is making her glasses. We could easily provide Mrs. [redacted] her in 1 day but again, unfortunately Mrs. [redacted]s' vision plan contractually specifies that they make her glasses not us. As I stated before, Mrs. [redacted]s glasses were ordered on 01/13/2015. I am not sure where the date of 01/22/15 that was referred to came from. Everything was sent to [redacted] from us on 01/13/15.To address Mrs. [redacted]s desired settlement:1. 3 people from this office have apologized numerous times for the delay in ordering her glasses. Out staff has been staying many nights until midnight to attempt to catch up with orders that were delayed. Once again, I would like to offer my sincerest apology for the 10 day delay in ordering her glasses. It was unfortunately unavoidable and we have hired new staff to hopefully avoid this in the future. 2. I understand that Mrs. [redacted] would like her glasses but again, this unfortunately is up to [redacted] as explained earlier. 3. Mrs. [redacted] has been told at least a dozen times what has occurred. I would be happy to call her again or meet with her to attempt to explain it again.4. Regarding a refund of the payment for her glasses, as explained above, the fee of $218.00 was made to [redacted]. If she wants a refund from that fee, as I attempted to explain to her, she needs to contact [redacted]. The $5.00 dispensing fee that we receive will be refunded and credited to her account. If Mrs. [redacted] would like to see the final invoice from [redacted] to verify this, I would be happy to provide her with a copy.As far as Mrs. [redacted]s glasses shipping from [redacted] on February 4th or 5th, from our experience that is optimistic. I would expect that they arrive sometime mid to late February, and assuming they are made correctly and there is not a problem such as they are made with an incorrect prescription, the right lens is in the left and left in the right, scratched lenses and other things that are common with [redacted], she should expect to receive them shortly there after.We have been a [redacted] provider for over 2 decades and have done so at the request of patients whom wish to come here even though we lose money on each patient when staff salary and overhead in taken into account. We have always felt that these people need to be seen and have always been happy to do so. We are discussing at our next office meeting dropping [redacted] because of the ill will that occurs. If there are any further questions or concerns, Mrs. [redacted] can contact me at any time at my office.

Review: I went to choose frames and lenses on April 4 2015 and was given a list of prices that I would be responsible for based on my choices of lens material and coatings. I paid the total amount and was told glasses should be in for pick up in about 2 weeks. I called at 2 weeks, 3 weeks, 4 weeks, each time being assured that someone would call me back and I never received a call. I called again just short of 5 weeks and finally was told my glasses would be available the next day. I picked up my glasses and was told that the delay was their fault, they had ordered the wrong type of progressive for the lenses and so they had corrected that with the lab. I was also told that the lab had informed them that they could not do the type of transition (extra active) I had requested on Polycarbonate lenses and so Knight Vision decided to upgrade my lenses to [redacted] without consulting me. I was told that based on that upgrade I would possibly have to pay more or get a refund, but that they would call me. I was concerned because I did not authorize the change. The person giving me my glasses said that it would be fine because it would be a refund and they would let me know how much. I never received a call and just received a bill for an additional $16.

The bill does not even break out why there is an extra charge. I called Knight Vision and was told I owe them for my visit on 4/5 I was not there on 4/5 a Sunday (they are closed). I only came in for glasses, my exam was done elsewhere. Knight Vision changed my order and they are responsible for any additional charges. These are not the glasses I ordered as Knight Vision changed the composition of my lenses.

I had also called several times to try and purchase frames for my husband who had been there the same day and he was ignored for over 30 minutes and then told his insurance was invalid. After two employees got together they did find he had valid insurance. I left messages on 3 days regarding purchasing frames and was assured again I would get a call back and again no calls.Desired Settlement: Knight will cover the cost of the additional charges due to changing my order without my consent and delaying my glasses to be received 5 weeks instead of 2 weeks. I do not have the product that I ordered.

Business

Response:

The patients insurance dictates which lab we have to send the patients order to. The original order that the patient had placed was not available in the material that she had requested. This was not known until the order was placed through insurance. In order for her to receive the highest quality product at no additional charge to her, the order had to be changed to accommodate her request. This took approximately 1 week. The bill that she originally received was for a rimless mounting charge which her insurance requires that she pays. The patient statements were generated prior to the new order being entered into the patients account. The change to her order actually resulted in a credit of $50.80 to the patient.

Review: Eye exam at Knight Vision on Saturday, January 3rd, 2015. Ordered glasses and paid $218 co-pay for glasses (Ck# [redacted]). Check of $218.00 cleared my bank on January 6th, 2015. Called Knight Vision on Friday January 16, 2015 for status of glasses - no return phone call. Called Knight Vision on Tuesday, January 20, 2015 for status of glasses - no return phone call. Call Knight Vision on Wednesday, January 21, 2015 and left a voicemail on after-hours voicemail system. Received a return call from [redacted] on Thursday, January 22, 2015 at which time he explained it was completely one hundred percent the insurance companies fault my glasses were delayed. He was rude and argumentative. [redacted] said he fired a majority of his staff and that is why I did not get a call back. Subsequent calls were made to Knight Vision the week of January 26th for status and found out that Knight Vision did not place my order for glasses with the insurance company ([redacted]) until Tuesday, January 13th, 2015 - 10 days after my appointment and 7 days after my check cleared my bank! Called [redacted] on Friday, January 30, 2015 and filed a complaint. [redacted] said my glasses would not ship to Knight Vision until at the earliest February 4 or 5 because they did not receive the order from Knight Vision for my glasses until January 22, 2015.Desired Settlement: 1) An apology. 2) My glasses. 3) An explanation of why they did not submit my order until Tuesday, January 13th - though they cashed my check either January 5 or 6, 2015. 4) some refund of my co-pay for the time I've spent during work hours trying to get answers.

Business

Response:

Thank you for the letter. Regarding Mrs. [redacted], she has [redacted] which is not a vision insurance but is a pre-payed vision program. When someone has [redacted] and purchases glasses, those individuals receive an eye exam, and those who require glasses are given a selection of [redacted] frames and are then allowed to choose from a variety of [redacted] approved lenses. Any [redacted] provider will then go on the [redacted] web site, enter what a patient wants and has ordered and [redacted] in turn makes the glasses. Glasses that are fabricated by [redacted] are done so at their leisure with no guarantee of delivery date. Glasses ordered from [redacted] have historically taken anywhere from 3 to 8 weeks to receive.

I've been going here for the last 5 years or so and have never had too much of an issue until the past 2 years. My husband and sister-in-law also go to Knight Vision. When my husband had his appointment a month or two ago he waited an hour before he was even taken back into a room. I had my appointment the other day at 8am. Thinking that being one of the first appointments of the day, that I wouldn't be waiting long. I waited a half hour after my appointment time to be taken into a room and then another 15 minutes until the doctor arrived.
Well today I received an email asking to take a survey, so I did. I received a call back from Dr. Eric K[redacted] very promptly but it did not go as I would have hoped it would have gone. He explained that during my appointment time, an emergency patient had come in and they always take emergency patients first... I can completely understand that. But when I told him that this isn't the first time I've had a long wait OR members of my family and that it's been happening for the past couple of years, no matter the time slot we book, he told me "Well then I suggest you go some place else. You're going to have the same issue no matter where you go."
So needless to say, I'll be going elsewhere. I've been going to eye doctors for 16 years and I am a pretty patient person. But when I receive a call after I submit a survey with my honest opinion and the Doctor isn't apologetic in any kind of way and is blatantly RUDE to me... my patience runs thin.