Lifetime Vision Source

On 3/31/the patients mother called, didnt come in at first, our office and spoke with an optician about her daughter breaking her glassesShe was under the assumption that we had a frame here in stock that she could purchase We dont She was told the frame would have to be ordered and it would take 7-business days unless she would like to pay a fee to have the frame over nighted to our officeThere was no need to purchase because it was under warrantyShe stated she would bring daughter in to see if something we could do in meantime and decide then if wanted to over night the frame to replace broken oneThey came in that day and said nothing as to over nighting and just wanted to pay the warranty fee when glasses came in Her lenses were scratched so the optician also offered to replace lenses at no costThe patients father did call back after leaving on the 31st to see if order could be rushed A note was put in the electronic chart to call him back but was accidently given a finished date so the optician never received it to order or to rush On 4/10/ It was realized they were not ordered and ordered immediatelyThe patients mother called on 4/11/to ask about the glassesOur optician apologized profusely and said she would order ASAP with a rush on the lenses as well We explain to all our patients that glasses will be in within to business days At this point, it was at business daysOn 4/15/16, days later, the patients mother called again wanting to know where the glasses wereAn optician called our lab to find that they would possibly be here that day (friday) or on Monday This was not acceptable to the patient mother She was rude and abusive to the opticianShe continued to swear at our staff and tell us how unprofessional we wereAt one point our optician had to hang up the phone She called several times to repeat the same abusive behaviorTelling us she would bring her daughter down and we could explain why she didnt have glasses and couldnt do band This all happening on business day Mistakes happen occasionally in our office and when they do we recognize this and apologizeFrom the point of the error made, we did everything possible to help the patient and get the glasses here The glasses were in and picked up on 4/18/16, business days from first contact with our office and in the time frame told to patients It was not as fast as they would have liked because of our error Again we apologized and did the best we could We do not allow people to disrespect or belittle or staff in any way and for this reason this family has been released from care and asked to find another eye care provider

On 3/31/16 the patients mother called, didnt come in at first, our office and spoke with an optician about her daughter breaking her glasses. She was under the assumption that we had a frame here in stock that she could purchase.  We dont.  She was told the frame would have to be...

ordered and it would take 7-10 business days unless she would like to pay a 25.00 fee to have the frame over nighted to our office. There was no need to purchase because it was under warranty. She stated she would bring daughter in to see if something we could do in meantime and decide then if wanted to over night the frame to replace broken one. They came in that day and said nothing as to over nighting and just wanted to pay the warranty fee when glasses came in.  Her lenses were scratched so the optician also offered to replace lenses at no cost. The patients father did call back after leaving on the 31st to see if order could be rushed.  A note was put in the electronic chart to call him back but was accidently given a finished date so the optician never received it to order or to rush.  On 4/10/16   It was realized they were not ordered and ordered immediately. The patients mother called on 4/11/16 to ask about the glasses. Our optician apologized profusely and said she would order ASAP with a rush on the lenses as well.  We explain to all our patients that glasses will be in within 10 to 14 business days.  At this point, it was at 7 business days. On 4/15/16, 3 days later, the patients mother called again wanting to know where the glasses were. An optician called our lab to find that they would possibly be here that day (friday) or on Monday.  This was not acceptable to the patient mother.  She was rude and abusive to the optician. She continued to swear at our staff and tell us how unprofessional we were. At one point our optician had to hang up the phone.  She called several times to repeat the same abusive behavior. Telling us she would bring her daughter down and we could explain why she didnt have glasses and couldnt do band.  This all happening on business day 10.  Mistakes happen occasionally in our office and when they do we recognize this and apologize. From the point of the error made, we did everything possible to help the patient and get the glasses here.  The glasses were in and picked up on 4/18/16, 12 business days from first contact with our office and in the time frame told to patients.  It was not as fast as they would have liked because of our error.  Again we apologized and did the best we could.  We do not allow people to disrespect or belittle or staff in any way and for this reason this family has been released from care and asked to find another eye care provider.