LCA Vision

[redacted] January 27, Dear Ms [redacted] It was recently brought to our attention that you had contacted the Revdex.com of Greater CincinnatiWe wanted to thank you for doing so as we found that there was a glitch on the part of our email distribution companyNot 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 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 LasikPlusIf 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

I have attached the fully paid receipt indicating clearly that $3,was paid by the consumer and the business in writing clearly stated that lifetime examinations and enhancements would be honored by the stated businessLifetime is lifetime....no ambiguities here.....I am the fully paid consumer and LasikPlus Vision is the businessNothing could be more clearThe 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 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 businessIt 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 Motodealer for a verification and examination before Ford would honor the warranty

Dear [redacted] ***, Thank you for forwarding to me [redacted] ’s complaint letter of May 27, 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/ [redacted] had laser vision correction on 3/27/at the Tyson’s Corner LasikPlus vision center in Maryland He purchased a Lifetime Satisfaction (Acuity) Plan (the “Plan”) that allowed for 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 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 PlanRespectfully,Nancy ** R***Patient Care Managert [redacted] f [redacted]

Dear [redacted] ***, I received [redacted] recent reply to our answer by way of your letter dated November 15, 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***Patient Care Manager** [redacted] ** [redacted]

Good afternoon, [redacted] ***I received the complaint from [redacted] regarding his disappointing conversation with the LasikPlus customer care representative about the $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 themThe consumer always has the right to decide not to have the treatment recommended for them performed (whether they qualify for the $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 $- $250)We have marketed this price point across the country and have treated patients at $/ eye when they qualify and are a candidate for the surgeryThank youNancy ** R***Patient Care Manager

Dear [redacted] ***, I received the letter dated, July 5, 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, 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 deviceAt the time of his treatment, the patient signed the Informed Consent and financed his treatment through Care Credit in the amount of $3,(with discounts subtracted) The Treatment Receipt due to space on it shows: Year of Post Op (next line) Examinations Free Enhancments (next line) For Life.It is unfortunate that the line break did not show 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 year., etcIt is also unfortunate that the vision center in did not keep a copy of [redacted] ’s Acuity Plan with his signature However, the Plan that was available for all patients in 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 determine if a person is eligible for laser vision correction (pre-op) and although it was a $value – the examination was FREE After surgery, for year (after the treatment) we allowed for post operative free examination (if needed) We have always requested that the patient after 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/or more, or over 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 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 appropriateRespectfully,Nancy ** R***Patient Care 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.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 wrongIn real numbers how many people have qualified for this promotion? Regards, [redacted]

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 guidelinesThis is incorrect, completely unnecessary and unprofessionalPlease see the below response from LasikPlus:December 1, Dear Mr [redacted] , Thank you for choosing LasikPlus Vision CentersWe would be happy to helpWe have noted our files to reflect you are a Life Time Fitness memberWe 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 CentersHave a nice day! Sincerely, [redacted] LasikPlus Vision Centers________________________________From: [redacted] [ [redacted] ]Sent: Wednesday, November 30, 4: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 Ms***, 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, and responded to it on January 20, (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 meRespectfully, [redacted] ***Patient Care Manager [redacted] [redacted] [redacted] Hi [redacted] Please review and let us know if you have any concernsTo 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 daysMr [redacted] did not originally follow the guidelines that have been provided to him and all Lifetime Fitness membersIn 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 appointmentLasikPlus is happy to have worked with Mr [redacted] to resolve his concerns and feel we did so in a timely manner

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

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***Patient Care Manager

Dear [redacted] ***, I received the complaint letter from you dated: 08/21/ from [redacted] stating that her vision is getting worse and would like an enhancementOur records show that she spoke with our representative on August 18, who informed her of the enhancement process and forwarded to her by e-mail an Enhancement form to take to her own eye care specialist for a dilated exam to return to us for review.On August 18, we received a request from [redacted] a prescription for eye glasses from “ [redacted] ”On August 22, 2017, [redacted] left a message on one of our Patient Care Specialist’s phone who called her back and advised her that we could not use the prescripton she forwarded but needed her to have a dilated eye exam and she also forwarded to her an enhancement retreatment form to be filled out [redacted] requested a confirmation e-mail be sent to her when we received her examination results.We recived [redacted] ’s examination results on August 25, (today), from [redacted] **: Dr [redacted] showing exam dates: 08/18/and 08/25/ On August 25, 2017, [redacted] received a confirmation e-mail from our Patient Care Specialist that we had received her examination results The Patient Care Specialist has forwarded the examination results to our optometrist for reviewOnce her examination is reviewed by the optometrist to determine if her vision regression could be due to myopic, hyperopic, or astigmatic changes within the parameters of the Acuity Plan she purchased, our Patient Care Specialist or optometrist will be in contact with herRespectfully,Nancy *R***Patient Care 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 The response made by the business is not logical, honest or accurateThe business agrees that I paid for lifetime enhancements at a price of $3,( a large sum of money for me as a customer and patient), and agrees that I have the paid benefit of lifetime enhancementsNow I simply want to come into one of their vision centers and have the enhancement completed (very simple uncomplicated request)Yet the vision center which did the eye examination at the onset of the initial or original enhancement, suddenly and seemingly does not do routine eye exams, even though that is a core function of a vision businessIt is totally illogical unless the business purposefully and deceptively is attempting to send a return enhancement customer to an outside third party in the hope that a loophole may be found to thereby allow the vision center business to now refuse to honor the lifetime enhancement based on some fraudulent loophole exceptionI firmly believe without bias and emotion, that the business should agree to do the routine examination as part of their daily core business at no additional cost to the returning customer, thereby then having first-hand technical and medical data to best perform the lifetime subsequent enhancementIf the stated business is unable or unwilling to fully honor my fully paid customer service agreement, they should return the previously paid $3,to the customerAs an aside, I sent to the Revdex.com the only vision center document given to me at the time of serviceI have never seen the attachment presented by the current business response, and if you notice carefully it is unsigned....if the business has a signed of said document that should be required to be submitted to the Revdex.com Regards, [redacted]