LCA Vision Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
This business is clearly deceptive, dishonest and fails to respond to the Revdex.com complaint in a professional mannerThe business cannot deny that this same business performed the eye examination at their own facility prior to the lasik procedureThey did not send the customer to an outside vendorThe business cannot deny this documented factNow this deceptive business does not want to honor their own written documented lifetime enhancement (lifetime enhancement signed agreement previously submitted as an attachment to the Revdex.com and business), and has internally concocted this totally deceptive and fraudulent scheme to send the customer to a third party for an eye examination with specific parameters designed with intentional loopholes, whereby the dishonest business can say for a variety of reasons...."it is not us but it is the third party that will not allow the lifetime enhancement to be honored"This deceptive business did the same exact pre-evaluation examination in their own in-house facility prior to the original lasik procedure that the customer is now requesting, however, it is obvious to anyone including the customer and the Revdex.com that do not want to ever face in person the customer when they try to verbally concoct a loophole thereby denying the lifetime enhancementThis business in decetive and is playing an obvious dishonest game....they are fooling no oneEither perform the pre-enhancement in-house (they are highly skilled and well equipped to simply do this pre-task), or be an honorable professional business and return the customer"s paid $3,190.00, so the honest customer can have the enhancement performe at another more reputable business.
Regards,
*** ***

Here is the lifetime guarantee verbiage on the lasik plus websiteThis is what I was promised

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I am very disappointed in this responseI have a lifetime plan and for me to have to jump through hoops for them to tell me I MIGHT be able to get my surgery redone is unacceptable Regards,
*** ***Here is the lifetime guarantee verbiage on the lasik plus websiteThis is what I was promised

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I believe we have finally received an honest direct response from the businessNumber One: the business now admits that they do not have any document signed by me agreeing to any of these supposedly poterms and conditions that favor the business and would thereby allow the business to wiggle-out of honoring the lifetime examinations and enhancementsNumber Two: the business honestly and openly admits that the corporate payment and receipt form is incorrect in that it does not separate clearly and distinctly the lifetime services of examinations and enhancementsI was and still am a simple trusting customer who honestly agreed to paying $3,100.00, believing that was getting the promise of lifetime examinations and enhancementsNumber Three: I believe that the Revdex.com and the subject business would independently agree that I have not been abusive or careless with this lifetime written promise, as it is now over years later and I have never asked or requested any subsequent services, advice, treatments or even any efforts from the business until nowNumber Four: if the business is thriving with thousands of happy fully paid satisfied customers, why won't this business simply perform a low in-house simple examination, which they are more than qualified and staffed to do, which would be a low minimal actual cost to the business to perform (less than one hour at their own in-house facility), and would result in a satisfied customer.....something I always thought was a valuable commodity in any competitive marketplace.I believe I am reasonable and am asking only for fairness given the facts as presented aboveThe business admits openly that the documents and terms were not clearly expressed, they have no signed documents to the contrary, and that the customer has acted honestly in the initial payment terms and proceduresRegards,*** *** *** ***
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The business is not honest in its comments to the Revdex.comThe business issued a lifetime free examinations and enhancements....not or days....it makes absolutely no difference when the original procedure was performed....lifetime is lifetime...there can be no misunderstanding or ambiguity....in their response they confirmed that I am the lifetime customer and that I paid $3,As to the final item of the lifetime free examinations, this business's core business is eye examinations....it is a fraudulent and deceptive attempt to not honor their written lifetime examination and enhancement by fraudulently attempting to send customers to outside vendors for examinations in a fraudulent attempt to "find a loophole" in honoring their previous written lifetime and fully paid agreementI am a more than reasonable fully paid customer, simply requesting that this business perform the examination in-house (not to a third-party outside) and subsequent enhancement.....or if they are unwilling to honor their own fully paid agreement...to be at least honorable and at minimum return the $3,amount paid by the consumerI as the honest fully paid consumer am trying to be more than fair and reasonable....just do a simple in-house examination.
Regards,
*** ***

I called this business last week and requested to schedule the follfree lifetime vision examination and free lifetime vision enhancement per my written ans signed agreementI fully paid $3,for this lifetime free benefitThe business deceptively attempted to do a bait and switch by saying that "their policies changed" since I paid in full my $3,fee for free lifetime vision examinations and enhancement adjustments, by instead attempting to demand that I find a new outside examination process at my own costAdditionallythis fraudulent and dishonest business now is deceptively structuring a phony convoluted process to force the consumer to an outside examination agent with a plethora of "traps and exceptions", which will allow the business to then fraudulently say, "we are sorry but due to the outside examination results, we cannot honor our lifetime vision enhancement"It is a blatant and dishonest attempt to find phony loopholes, thereby allowing them to walk from their responsibility and promise to the innocent consumer like myself who paid excessive large sums of up-front fees, expecting the stated subsequent lifetime free examinations and enhancementsThis a dishonest business that now is apparent that never intended to honor their promised customer service once they fraudulently received the pre-paid upfront monies.This business should perform the promised vision examination in their own facility, and then perform in a timely manner the promised free lifetime enhancementThe business should not demand that the customer secure the examination outside their businessThe business is skilled and experienced to perform all of the promised post-paid services in their own in-house local Virginia officesIf the business continues to evade in-house service, the business should refund the $3,paid

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Thank you for addressing this issue on my behalf
Regards, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I am very disappointed in this responseI have a lifetime plan and for me to have to jump through hoops for them to tell me I MIGHT be able to get my surgery redone is unacceptable
Regards,
*** ***

Dear [redacted], Thank you for forwarding to me [redacted]’s complaint letter of May 27, 2017.    I looked for the complaint on-line at the Revdex.com.org website to respond using your complaint number, but it was not found.   Thus, I am responding to you in this manner.  I would first like to clarify some misstatements made by [redacted]: He lists the purchase date as:  03/20/2017.    [redacted] had laser vision correction on 3/27/2009 at the Tyson’s Corner LasikPlus vision center in Maryland.   He purchased a Lifetime Satisfaction (Acuity) Plan (the “Plan”) that allowed for 12 months of unlimited post op care at  AND enhancements for life at no further cost when meeting certain criteria.  Addressing his concerns:His problem occurred when he contacted our Customer Care Consultants to investigate how to receive benefits under the Plan.  He was instructed that he had to see his own eye care specialist for a dilated examination, send the report to our office for our doctors of optometry to review to see if he qualified for a more comprehensive examination to determine if he was a candidate for an enhancement.   Examinations past 12 months of the laser vision correction is not covered under the Plan.   That is why we advise the patient to contact their own health or vision care plan to find an optometrist that is in their network – to reduce the amount of out-of-pocket expense for a non-network eye care specialist.      The comprehensive Enhancement Evaluation also has a fee associated with it when the patient comes into the vision center to determine their candidacy.   LasikPlus is a fee for service provider and does not accept insurance – so we would be a non-network provider.  I, personally, have e-mailed [redacted] providing him copies of his Lifetime Plan showing that examinations are not covered and the process of how to receive the benefits under his Plan; as well as a Laser Vision Retreatment form to take to his eyecare specialist and to return to my attention to assist him.      [redacted] is requesting a refund of $3,190, the cost of his treatment that included his Lifetime Plan.   We, respectfully reject his request as he has not complied with our request to have a dilated (cycloplegic) examination performed by his own eye care specialist, as it states in his Plan. Respectfully,Nancy ** R[redacted]Patient Care Managert.  [redacted]f.  [redacted]

Good afternoon, [redacted]. I received the complaint from [redacted] regarding his disappointing conversation with the LasikPlus customer care representative about the $250 promtional marketing in Spokane, WA.   We have forwarded the patient’s concerns to our marketing team for review and consideration as well as additional coaching/training for our customer care representatives, if needed.   However, our marketing does disclaim that there are some limits to the promotion and that not everyone will qualify for it.   We always recommend that consumers interested in laser vision correction (as well as the price point) schedule a LASIK consultation with our doctors to determine (1) if they are a candidate for laser vision correction surgery; (2) what platform and price point they do qualify for as well as any additional promotions or discounts that could be applicable to them. The consumer always has the right to decide not to have the treatment recommended for them performed  (whether they qualify for the $250 treatment or another platformed treatment).   In all cases the patient will receive a FREE comprehensive (and extensive) LASIK eye examination to determine their candidacy (a value of $150 - $250). We have marketed this price point across the country and have treated patients at $250 / eye when they qualify and are a candidate for the surgery. Thank you. Nancy ** R[redacted]Patient Care Manager

Dear Ms. [redacted], I received a Revdex.com complaint this morning from you #[redacted] from complainant:  [redacted].    Please be advised that we also received the complaint on January 19, 2017 and responded to it on January 20, 2017 (See response below from Ms. [redacted]...

[redacted] Please also know that we were aware of the patient’s concerns prior to him sending the Revdex.com complaint when we had already resolved his issues in a more than timely manner.  Should you have any further questions or concerns regarding this matter, please do not hesitate to contact me. Respectfully, [redacted]Patient Care Manager**  [redacted]
**  [redacted]Hi [redacted] Please review and let us know if you have any concerns. To Whom it may concern: Yes, we are aware of the complainant’s concerns and have worked with Lifetime Fitness to provide Mr. [redacted] with his Lifetime Fitness Bucks.  Please be aware that Lifetime Fitness and LasikPlus made an exception and  provided the LT Bucks to Mr. [redacted] within 30 days. Mr. [redacted] did not originally follow the guidelines that have been provided to him and all Lifetime Fitness members. In order to receive the promotional funds for this specific offer through Lifetime Fitness, you have to follow specific instructions which are on all LasikPlus branded materials in Lifetime Fitness clubs on your initial booking of an appointment. LasikPlus is happy to have worked with Mr. [redacted] to resolve his concerns and  feel we did so in a timely manner.

I have attached the fully paid receipt indicating clearly that $3,190.00 was paid by the consumer and the business in writing clearly stated that lifetime examinations and enhancements would be honored by the stated business. Lifetime is lifetime....no ambiguities here.....I am the fully paid consumer and LasikPlus Vision is the business. Nothing could be more clear. The business is being deceptive in attempting to not honor the lifetime examinations and enhancements by fraudulently attempting to send the consumer to a third party for a normal vision examination that this stated business did at the time of the original purchase and does routinely and as a core part of their everyday business. It is as fraudulent and deceptive if Ford Motor Company would dishonor their warranty by attempting to send a paid consumer and purchaser of a Ford product to a General Motors-GM dealer for a verification and examination before Ford would honor the warranty.

I am not certain what is required here ... the 'options' link did not work in this website.  The desired outcome is articulated in the original complaint.  The business should immediately pull this deceptive advertisement, and furthermore should honor this amount to anyone responding to...

it.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The response states that 'some' people will qualify for the promotion.  Why then when I asked the local center who typically qualifies for this promotion, the response was, "well, no one really."  So, I again state my position that this is a totally misleading advertisement not meant to be used bv anyone.  When constraints around a promotion realistically exclude everyone what is the point other than to bait and switch or lure folks in with no real intent of having anyone participate in the promotion.So, what is the path forward here? Show me I am wrong. In real numbers how many people have qualified for this promotion?       
Regards,
[redacted]

Dear [redacted], Thank you for forwarding to me [redacted]’s complaint letter of May 27, 2017.    I looked for the complaint on-line at the Revdex.com.org website to respond using your complaint number, but it was not found.   Thus, I am responding to you in this manner.  I...

would first like to clarify some misstatements made by [redacted]: He lists the purchase date as:  03/20/2017.    [redacted] had laser vision correction on 3/27/2009 at the Tyson’s Corner LasikPlus vision center in Maryland.   He purchased a Lifetime Satisfaction (Acuity) Plan (the “Plan”) that allowed for 12 months of unlimited post op care at  AND enhancements for life at no further cost when meeting certain criteria.  Addressing his concerns:His problem occurred when he contacted our Customer Care Consultants to investigate how to receive benefits under the Plan.  He was instructed that he had to see his own eye care specialist for a dilated examination, send the report to our office for our doctors of optometry to review to see if he qualified for a more comprehensive examination to determine if he was a candidate for an enhancement.   Examinations past 12 months of the laser vision correction is not covered under the Plan.   That is why we advise the patient to contact their own health or vision care plan to find an optometrist that is in their network – to reduce the amount of out-of-pocket expense for a non-network eye care specialist.      The comprehensive Enhancement Evaluation also has a fee associated with it when the patient comes into the vision center to determine their candidacy.   LasikPlus is a fee for service provider and does not accept insurance – so we would be a non-network provider.  I, personally, have e-mailed [redacted] providing him copies of his Lifetime Plan showing that examinations are not covered and the process of how to receive the benefits under his Plan; as well as a Laser Vision Retreatment form to take to his eyecare specialist and to return to my attention to assist him.      [redacted] is requesting a refund of $3,190, the cost of his treatment that included his Lifetime Plan.   We, respectfully reject his request as he has not complied with our request to have a dilated (cycloplegic) examination performed by his own eye care specialist, as it states in his Plan.

Dear [redacted], I received [redacted] recent reply to our answer by way of your letter dated November 15, 2017 requesting “in real numbers how many people have qualified for this [$250] promotion?”  LasikPlus respectfully declines providing proprietory information.   I refer [redacted] to my earlier reply explaining the promotional concept.   Respectfully,Nancy ** R[redacted]Patient Care Manager**  [redacted]
**  [redacted]

[redacted]     January...

27, 2015     Dear Ms[redacted]   It was recently brought to our attention that you had contacted the Revdex.com of Greater Cincinnati. We wanted to thank you for doing so as we found that there was a glitch on the part of our email distribution company. Not only have we since corrected the glitch, but we have also changed email distribution companies to help this from happening again.   I would also like to apologize on behalf of LasikPlus, as it is not our normal practice to ignore Opt-Out requests and we regret any stress this situation may have caused you.   Your name and email address have been entered into the opt-out database and you should no longer receive emails from LasikPlus. If for some reason you do receive any additional LasikPlus emails, please feel free to contact me directly via the phone number or email address in my signature.   Please note: should you schedule an appointment with LasikPlus in the future, appointment reminder emails would still be sent to you as they are not a part of the same opt-out database.       Kindest regard,   [redacted]   [redacted] Marketing Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In their response, they stated I did not follow the appropriate guidelines. This is incorrect, completely unnecessary and unprofessional. Please see the below response from LasikPlus:December 1, 2016 Dear Mr. [redacted],    Thank you for choosing LasikPlus Vision Centers. We would be happy to help. We have noted our files to reflect you are a Life Time Fitness member. We will ensure you receive your benefits as a member.    We hope this is helpful! If you have any questions, please feel free to call us at 1-866-[redacted]. We are available Monday through Friday 7am-8pm and Saturday 9am-6pm (EST). We look forward to seeing you soon!    Again, thank you for choosing LasikPlus Vision Centers. Have a nice day! Sincerely, [redacted]LasikPlus Vision Centers________________________________From: [redacted] [[redacted]]Sent: Wednesday, November 30, 2016 4:48 PMTo: Patient CareSubject: RE: Appointment confirmation for your journey to clearer vision Hi, I need to cancel this reservationI am a Lifetime member and need to book through a different method for my savings Thank you
Regards,
[redacted]

Dear [redacted], I received the letter dated, July 5, 2017 requesting to clarify when the plan rules were provided to the consumer?  Were they provided originally upon purchase of the plan?The patient was seen for a LASIK eye exam (pre-op) to determine if he was a candidate for laser vision correction on March 13, 2009.    A packet of information was provided to him at that time regarding the cost of his treatment (A quote AND the Personalized Recommendation of price and Acuity Plans) as well as information regarding his surgeon(s), Informed Consent with Risks and Complications, and other material regarding the laser device. At the time of his treatment, the patient signed the Informed Consent and financed his treatment through Care Credit in the amount of $3,390.00 (with discounts subtracted).   The Treatment Receipt due to space on it shows: 1 Year of Post Op (next line) Examinations Free Enhancments (next line) For Life.It is unfortunate that the line break did not show 1 Year of Post Op Examinations / Free Enhancements for Life.   However, the Personalized Recommendations of price and Acuity Plans – clearly shows by bullet points  *FREE laser vision enhancements for life.   *FREE unlimited post- op procedure check-ups for 1 year., etc. It is also unfortunate that the vision center in 2009 did not keep a copy of [redacted]’s Acuity Plan with his signature.   However, the Plan that was available for all patients in 2009 was available in the packet of information provided to him at the time of the pre-operative LASIK examination.  [redacted],  LasikPlus only provides LASIK examinations to 1. determine if a person is eligible for laser vision correction (pre-op) and although it was a $100 value – the examination was FREE.     After surgery, for 1 year (after the treatment)  we allowed for post operative free examination (if needed).   We have always requested that the patient after 1 year have routine eye examinations and to provide us documentation if their vision has regressed due to myopia, hyperopia or astigmatic changes.   If the regression was 20/40 or more, or over 1 diopter in regression, we would bring the patient back into the vision center to determine if an enhancement was needed and then perform the enhancment at no cost to the patient that had the Lifetime Acuity/Satisfaction Plan.  [redacted] requested to have a routine eye examination at no charge.   We requested that he visit his eye care specialist first to have a dilated (cycloplegic) examination (performed in a routine eye examination) first and forward those results to us – for our doctors to review to be sure that his regression was not due to a medical condition or presbyopia (the natural aging of one’s eyes that affects near vision causing the person to wear “reader’s).  Again, we have not engaged in any deceptive practices.   We have had over 1 million patients treated who purchased the acuity plan(s) who have also gone through the process of getting an independent routine examination first and an enhancement at no cost when appropriate. Respectfully,Nancy ** R[redacted]Patient Care Manager

Dear [redacted], Thank you for providing [redacted]’s additional comment with a copy of his receipt.  The receipt shows:   1 Year Unlimited Postop Examinations Free Enhancements for Life.   It is unfortunate that the break in the “Description” is not shown separating the two benefits of the Plan.   1 Year Unlimited Postop Examinations and Free Enhancements for Life. However,  the Plan document which [redacted] received states the eligibility and and what the Plan covers and what it does not.  (There is a comma separating the 2 benefits in the document).  Also, the Plan states that LasikPlus does not provide routine eye examinations and that annual examinations are recommended by his eye care professional for good eye health.  We request, as we do all our patients who have not been seen in over a year from their treatment, to have an exam by their own eyecare specialist and to forward those records or the form we sent to [redacted] for the provider to fill out to have it reviewed so that we can determine if a more comprehensive examination to determine if an enhancement is medically appropriate to perform.    If [redacted] wants to have LasikPlus provide him with a comprehensive evaluation and not his personal eye care specialist there will be a $150 fee. I do regret that this is not the response he was hoping for.  Respectfully,Nancy ** R[redacted]Patient Care Manager