Lasik Vision Institute

Complaint: [redacted] I am rejecting this response because: I am asking for a letter on letterhead with the signature of Dr.*** [redacted] - not a piece of paper that you have no idea where it came from, and there is not even an identifiying phone number or even address on it Sincerely, [redacted] [redacted]

I am writing this email in response to your letter of August 18,in regard to the complaint by one of our customers in KoreaWe have tried our best to complete the shipment which got delayed due to port strike resulting in the loss of our contractual price for the productWe even contacted through an email our customer that we are willing to return the 50% prepay but the customer insisted to get the shipment and that he will waitIf need be we are willing to forward you the email sent to the customer asking to return the prepay in good faithIn any case we will contact the customer again and readdress the question of shipment of oats and if the customer wont insist for the shipment then we will return the prepays or at least arrange for reimbursement.Thank youBest regards,S [redacted] Sabnaz International

Revdex.com: At this time, I have not been contacted by Lasik Vision Institute regarding complaint ID Regards, [redacted] ***

This patient has been offered many solutions to her vision needs and has not been asked to pay any fees for additional treatments or visits with our facilityThere is no refund to offer as this patient's request to stop payments was honored in Currently, this patient is no longer in contact with us in order to evaluate any vision needs and offer services accordinglyPlease call with any questions or concernsKrista M [redacted] Center Manager The LASIK Vision Institute Farmington Ave, Suite Farmington, CT phone: ###-###-#### fax: ###-###-####

Hi***, I am writing in response to complaint
ID*** This complaint is in regards to a patient that we saw for an evaluation to determine LASIK candidacyThe first evaluation exam is a free appointment intended to inform the patient of our process and to gather data for the surgeon to ultimately make the decision in whether or not the patient is a candidate to have the procedureIn many cases, the surgeon recommends that additional testing be done on the day of surgery to verify candidacy resultsThis was the case with this patient and a *** was done for the surgeon to review in office prior to putting the patient through surgeryThis extra measure is taken in cases where the surgeon must utilize additional information in order to make a safe decision about proceeding with surgeryIn this case, it was this final piece of information that led to the surgeon choosing it was best not to move forward with this patient having the surgery at this timeThe letter requested by the patient required approval from a couple different sources before we could release it to herIt is because we are a facility for an elective procedure that independently contracts the surgeons that we are not able to release medical information in the same wayThe surgeon must be comfortable in providing any personal medical opinions as this reflects on her alone and would not be considered connected to The LASIK Vision InstituteIf a primary care doctor of a patient wishes to reach out to the surgeon or one of our doctors they may be able to explain further but in the case of a written reasoning for choosing not to move forward with surgery on this patient, we are legally limited in the amount of detail we may provide Thank you, and please confirm that this was received… ***
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*** ** *** Phone: ###-###-#### Fax: ###-###-####

This patient has been offered many solutions to her vision needs and has not been asked to pay any fees for additional treatments or visits with our facility. There is no refund to offer as this patient's request to stop payments was honored in 2014. Currently, this patient is no longer in contact...

with us in order to evaluate any vision needs and offer services accordingly. Please call with any questions or concerns. Krista M[redacted] Center Manager The LASIK Vision Institute 270 Farmington Ave, Suite 172 Farmington, CT 06032 phone: ###-###-#### fax: ###-###-####

This patient has been offered many solutions to her vision needs and has not been asked to pay any fees for additional treatments or visits with our facility. There is no refund to offer as this patient's request to stop payments was honored in 2014. Currently, this patient is no longer in...

contact with us in order to evaluate any vision needs and offer services accordingly. Please call with any questions or concerns.
Krista M[redacted] Center Manager
The LASIK Vision Institute
270 Farmington Ave, Suite 172
Farmington, CT 06032
phone: ###-###-####
fax: ###-###-####

I am writing this email in response to your letter of August 18,2015 in regard to the complaint by one of our customers in Korea. We have tried our best to complete the shipment which got delayed due to port strike resulting in the loss of our contractual price for the product. We even contacted...

through an email our customer that we are willing to return the 50% prepay but the customer insisted to get the shipment and that he will wait. If need be we are willing to forward you the email sent to the customer asking to return the prepay in good faith. In any case we will contact the customer again and readdress the question of shipment of oats and if the customer wont insist for the shipment then we will return the prepays or at least arrange for reimbursement.Thank youBest regards,S[redacted]Sabnaz International

This review is based on a free consultation my husband and I attended to see if we were good candidates for Lasik or PRK, and the follow up of putting down a fully refundable deposit and then trying to get that deposit refunded.
The intake staff and initial technician were friendly and made the initial experience very good. The Doctor who did the final exam shattered my husband's hopes with all the tact and sensitivity of a wrecking ball. He flipped through my husband's chart and said essentially "Hey, look at all these red flags from the computer. That means you're a bad candidate. We'll finish the exam and send it off to the surgeon for review, but don't get your hopes up." Then he shook my hand vigorously and congratulated me on being such a good candidate.
He couldn't or wouldn't give any explanation of what the red flags indicated or why they made it a bad idea to get Lasik, and neither could any of the other on-site staff. They said only the surgeon could talk about that, and they would ask her to comment on it when she reviewed our charts.
We were stunned. I don't care much about getting my eyes done, but my husband has been dreaming of this for years. If it's not safe to do, it's not safe to do, but I expect that news to be delivered with at least a little bit of kindness, and with at least a little bit of information about why!
I made the mistake of putting down a deposit and penciling an appointment for myself, based on the assurance that all I had to do was call in order to cancel with no penalty and get a full refund of the $100 deposit, and they also promised to ask the surgeon to provide some information on what the red flags meant for my husband when she reviewed our charts.
I say "mistake" because the more I thought about it, the less I wanted to get Lasik done right away, and the more I wanted to shop around for a provider that would have more of a human touch.
Today, my husband mentioned they had called to say the surgeon would be willing to talk to him about "cross-linking" during my appointment, which reminded me that I needed to make a decision, which was an easy "no". I'm busy and keep catching colds, and don't want to deal with the stress of surgery or recovery, or even adjusting to different vision. A bit of research showed me that "Corneal Collagen Cross-Linking" is an experimental procedure which would likely involve multiple visits to the surgeon's practice in New York, and my husband said to cancel his appointment too if I was canceling mine, so I called to cancel both and request a refund of my deposit.
I called the direct number to cancel and request a refund, and the woman who answered said she was the manager and the right person to talk to. I said my husband wanted to cancel too, and she said it was just that the surgeon would have been available to talk with him during my appointment, not that he had an appointment of his own.
The call started ok, but even after I answered the "why are you canceling" question, the manager insisted on talking about my fears and trying to talk me into it, which is known in sales as "overcoming objections." I told her flat out that I didn't want to talk about it, I just wanted to cancel and process my refund, and she kept asking questions. I hung up and she called back, and explained that she needed more information to process the refund.
I said "OK, what information do you need?" She offered to transfer me, or have someone call me back when I was ready to talk. I asked "what do we need to talk about in order for you to process a cancellation and refund?" and she said "demographic information." I said "OK, what demographic information do you need in order to process a cancellation and refund?" and she responded by again offering to transfer me or call me back. I'll admit I was angry at this point, but her refusal to simply process my request, or to at least tell me what information she needed in order to process my request, was unreasonable and extremely poor customer service. She deflected and refused to proceed with refunding my $100 deposit until I was "ready to talk."
She finally transferred me to our intake person from the original evaluation appointment, who accepted my explanation of why I was cancelling with only one, reasonable, follow-up question, verified with me that my husband didn't actually want to talk to the surgeon and would not need an appointment, asked for my birth date, and said it would be taken care of, before hanging up. I assume that it will, in fact, be taken care of, although if I don't see a credit to my account within the next week or so, I will be calling again.
I was vaguely uncomfortable with this company after the insensitivity of how they treated my husband, but it was the extreme rudeness of how they managed my cancellation and refund request that made me decide to post this review, and to never, ever do business with them in the future.

Revdex.com:
At this time, I have not been contacted by Lasik Vision Institute regarding complaint ID 11741434.
Regards,
[redacted]

Re: [redacted] and Lasix EyeDr [redacted] contacted me to see if he can correct this problem

Complaint:[redacted]
I am rejecting this response because: I am asking for a letter on letterhead with the signature of Dr.[redacted] - not a piece of paper that you have no idea where it came from, and there is not even an identifiying phone number or even address on it.
Sincerely,[redacted]

I am writing to respond to a complaint filed on 11/14/14, ID [redacted].   The patient states that he is complaining about a billing issue. As per the record given in the patient's statement, he is correct in all of the information he...

discusses regarding our refund process. He called to cancel his appointment for LASIK surgery within the 48 hour cancellation time frame and thus was honored his refund request. He mentions resistance from me regarding the cancellation; with any cancellation request we always discuss the matter in length with the patient to be sure we have addressed all concerns or issues regarding their decision to cancel. It is always our goal to help the patient with their desire for vision correction by ensuring that we have done all necessary to make that possible for them. In each conversation with the patient he was informed of our refund process which does accurately take 4-6 weeks for the patient to received the funds. His refund process has been handled as per our protocols without issue.   Please call with any questions!   [redacted]
[redacted]
[redacted]
[redacted] main line: ###-###-#### fax: ###-###-####