Marrow Family EyeCare

It was a pleasure speaking with you today regarding case ID [redacted] As we discussed on the phone, this patient had an examination on 10/14/and, even though we are participating providers with her vision plan, she chose to fill her prescription elsewhere, as is her option To our surprise, she contacted our office in December to inform us that she was having difficulty with the prescription that we had given her a full two months earlierAs is our custom, we adjusted her prescription at no additional charge, and, at the patient’s request, faxed the new Rx to the fax number the patient provided Later, after the prescription had been faxed, the patient claimed that she did not receive it Again at the patient’s request, my optician re-faxed the Rx to the original number and also to an additional fax number the patient provided as a safety measure to be sure that she would receive at least one copy As we never heard from her again after this fax transmission we had to conclude that she had in fact received the Rx that she had requested.It is quite common to have patients call our office requesting eyeglass and contact lens prescriptions, as well as medication refillsAs such, and for the patient’s convenience, we offer a variety of methods to achieve this from faxing or emailing, to *** mail or printing it out for them to pick up at our officeWe will even call the patient’s eyeglasses provider (or pharmacy if it’s a medicine request) and give them the prescription over the phone In this case, the patient requested to have the prescription faxed to her and, after sending it a second time to two different numbers, we never heard from her Her lack of response led us to reasonably believe that she had received the prescriptionIf not, why didn’t she call us back, especially if there was a sense of urgency because her warranty was running out? After not hearing from her after the last fax transmission in December, it was again much to our surprise to learn that she had contacted our office in February, almost two months later, demanding that we reimburse her for the cost of her lenses At this time she again claimed she had never received the faxed prescription and, now that her glasses were out of warranty, she felt that any remake should be paid by our office It should be noted that it is common in our industry for eyeglass dispensers to contact prescribing doctors if there is any question regarding the Rx Had they been told by the patient at any time during these several weeks that she had had a prescription change but didn’t have a copy of the new Rx, then they would have called us to confirmWe were never contacted by her eyeglasses provider.We dispense thousands of eyeglass, contact lens and medical prescriptions every year and our staff works very hard to make sure that each and every request by a patient is carried outWhile it is unfortunate that her eyeglasses provider would not extend her warranty or, at the very least, call us for the updated Rx (if they had been told that she had one), it is hardly our faultThe patient had a lot of time, many opportunities, and several options to get a copy of her Rx If she didn’t actually receive a copy then the onus is on her, not us, to make sure that a copy is received either by her, or her eyeglasses provider, especially if there was a time sensitive issue such as warranty expirationMarrow Family EyeCare can hardy be held responsible when, in good faith, we made multiple attempts to fax the adjusted prescription and had every right to assume that it went through, yet the patient neglected to tell us that she never received the fax until weeks later, after her warranty had expired To be honest, in almost years of providing eye care, it has been our experience that when we do something that is perceived as wrong or incorrect by a patient, they let us know right away, they don’t wait weeks or monthsBecause of this, and several other reasons mentioned earlier in this post, we feel that we were not in the wrong To the contrary, it seems that we were out of the loop for weeks at a time and the patient, who was ultimately in control of the whole process, had ample opportunities to meet her warranty obligationsOne of the reasons why we have such loyalty with our patients is that we go out of our way to “make things right,” but we can’t be unfairly blamed or taken advantage of Exceptional customer service is one of the reasons for our patient loyalty and why we have had an A+ rating with the Revdex.com over yearsIf you have any other questions please don’t hesitate to ask.Respectfully,Christi Marrow, ODMarrow Family EyeCare

I got your message this morning that the patient was claiming she got the wrong prescription I will personally print that out and put it in the mail to her If there is anything else that needs my attention, please let me know. Sincerely,Christi Marrow, OD

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I had contacted them several more times then she mentionedAs she stated they did fax me a prescription but NEVER the corrected oneI cannot afford to pay for glassed that I can not wear. I appreciate your help with this.***

It was a pleasure speaking with you today regarding case ID [redacted].  As we discussed on the phone, this patient had an examination on 10/14/2014 and, even though we are participating providers with her vision plan, she chose to fill her prescription elsewhere, as is her option.  To our...

surprise, she contacted our office in December to inform us that she was having difficulty with the prescription that we had given her a full two months earlier. As is our custom, we adjusted her prescription at no additional charge, and, at the patient’s request, faxed the new Rx to the fax number the patient provided.  Later, after the prescription had been faxed, the patient claimed that she did not receive it.  Again at the patient’s request, my optician re-faxed the Rx to the original number and also to an additional fax number the patient provided as a safety measure to be sure that she would receive at least one copy.  As we never heard from her again after this fax transmission we had to conclude that she had in fact received the Rx that she had requested.It is quite common to have patients call our office requesting eyeglass and contact lens prescriptions, as well as medication refills. As such, and for the patient’s convenience, we offer a variety of methods to achieve this from faxing or emailing, to [redacted] mail or printing it out for them to pick up at our office. We will even call the patient’s eyeglasses provider (or pharmacy if it’s a medicine request) and give them the prescription over the phone.  In this case, the patient requested to have the prescription faxed to her and, after sending it a second time to two different numbers, we never heard from her.  Her lack of response led us to reasonably believe that she had received the prescription. If not, why didn’t she call us back, especially if there was a sense of urgency because her warranty was running out? After not hearing from her after the last fax transmission in December, it was again much to our surprise to learn that she had contacted our office in February, almost two months later, demanding that we reimburse her for the cost of her lenses.  At this time she again claimed she had never received the faxed prescription and, now that her glasses were out of warranty, she felt that any remake should be paid by our office.  It should be noted that it is common in our industry for eyeglass dispensers to contact prescribing doctors if there is any question regarding the Rx.  Had they been told by the patient at any time during these several weeks that she had had a prescription change but didn’t have a copy of the new Rx, then they would have called us to confirm. We were never contacted by her eyeglasses provider.We dispense thousands of eyeglass, contact lens and medical prescriptions every year and our staff works very hard to make sure that each and every request by a patient is carried out. While it is unfortunate that her eyeglasses provider would not extend her warranty or, at the very least, call us for the updated Rx (if they had been told that she had one), it is hardly our fault. The patient had a lot of time, many opportunities, and several options to get a copy of her Rx.  If she didn’t actually receive a copy then the onus is on her, not us, to make sure that a copy is received either by her, or her eyeglasses provider, especially if there was a time sensitive issue such as warranty expiration. Marrow Family EyeCare can hardy be held responsible when, in good faith, we made multiple attempts to fax the adjusted prescription and had every right to assume that it went through, yet the patient neglected to tell us that she never received the fax until 6 weeks later, after her warranty had expired.  To be honest, in almost 20 years of providing eye care, it has been our experience that when we do something that is perceived as wrong or incorrect by a patient, they let us know right away, they don’t wait weeks or months. Because of this, and several other reasons mentioned earlier in this post, we feel that we were not in the wrong.  To the contrary, it seems that we were out of the loop for weeks at a time and the patient, who was ultimately in control of the whole process, had ample opportunities to meet her warranty obligations. One of the reasons why we have such loyalty with our patients is that we go out of our way to “make things right,” but we can’t be unfairly blamed or taken advantage of.  Exceptional customer service is one of the reasons for our patient loyalty and why we have had an A+ rating with the Revdex.com over 14 years. If you have any other questions please don’t hesitate to ask.Respectfully,Christi Marrow, ODMarrow Family EyeCare

Review: I was given an incorrect eye glass prescription. I bought glasses that were incorrect because of that. They did nothing to correct this issues. Now I have glasses I have paid for and can not wear. I have also used my insurance benefits for this eye exam. It was a waste of my time since I am still wearing my old glasses.Desired Settlement: I ask them to put the correct lenses in my glasses at no charge but they refused. I would like for them to put the correct lenses in my new glasses I have purchased.

Business

Response:

It was a pleasure speaking with you today regarding case ID [redacted]. As we discussed on the phone, this patient had an examination on 10/14/2014 and, even though we are participating providers with her vision plan, she chose to fill her prescription elsewhere, as is her option. To our surprise, she contacted our office in December to inform us that she was having difficulty with the prescription that we had given her a full two months earlier. As is our custom, we adjusted her prescription at no additional charge, and, at the patient’s request, faxed the new Rx to the fax number the patient provided. Later, after the prescription had been faxed, the patient claimed that she did not receive it. Again at the patient’s request, my optician re-faxed the Rx to the original number and also to an additional fax number the patient provided as a safety measure to be sure that she would receive at least one copy. As we never heard from her again after this fax transmission we had to conclude that she had in fact received the Rx that she had requested.It is quite common to have patients call our office requesting eyeglass and contact lens prescriptions, as well as medication refills. As such, and for the patient’s convenience, we offer a variety of methods to achieve this from faxing or emailing, to [redacted] mail or printing it out for them to pick up at our office. We will even call the patient’s eyeglasses provider (or pharmacy if it’s a medicine request) and give them the prescription over the phone. In this case, the patient requested to have the prescription faxed to her and, after sending it a second time to two different numbers, we never heard from her. Her lack of response led us to reasonably believe that she had received the prescription. If not, why didn’t she call us back, especially if there was a sense of urgency because her warranty was running out? After not hearing from her after the last fax transmission in December, it was again much to our surprise to learn that she had contacted our office in February, almost two months later, demanding that we reimburse her for the cost of her lenses. At this time she again claimed she had never received the faxed prescription and, now that her glasses were out of warranty, she felt that any remake should be paid by our office. It should be noted that it is common in our industry for eyeglass dispensers to contact prescribing doctors if there is any question regarding the Rx. Had they been told by the patient at any time during these several weeks that she had had a prescription change but didn’t have a copy of the new Rx, then they would have called us to confirm. We were never contacted by her eyeglasses provider.We dispense thousands of eyeglass, contact lens and medical prescriptions every year and our staff works very hard to make sure that each and every request by a patient is carried out. While it is unfortunate that her eyeglasses provider would not extend her warranty or, at the very least, call us for the updated Rx (if they had been told that she had one), it is hardly our fault. The patient had a lot of time, many opportunities, and several options to get a copy of her Rx. If she didn’t actually receive a copy then the onus is on her, not us, to make sure that a copy is received either by her, or her eyeglasses provider, especially if there was a time sensitive issue such as warranty expiration. Marrow Family EyeCare can hardy be held responsible when, in good faith, we made multiple attempts to fax the adjusted prescription and had every right to assume that it went through, yet the patient neglected to tell us that she never received the fax until 6 weeks later, after her warranty had expired. To be honest, in almost 20 years of providing eye care, it has been our experience that when we do something that is perceived as wrong or incorrect by a patient, they let us know right away, they don’t wait weeks or months. Because of this, and several other reasons mentioned earlier in this post, we feel that we were not in the wrong. To the contrary, it seems that we were out of the loop for weeks at a time and the patient, who was ultimately in control of the whole process, had ample opportunities to meet her warranty obligations. One of the reasons why we have such loyalty with our patients is that we go out of our way to “make things right,” but we can’t be unfairly blamed or taken advantage of. Exceptional customer service is one of the reasons for our patient loyalty and why we have had an A+ rating with the Revdex.com over 14 years. If you have any other questions please don’t hesitate to ask.Respectfully,Christi Marrow, ODMarrow Family EyeCare

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I had contacted them several more times then she mentioned. As she stated they did fax me a prescription but NEVER the corrected one. I cannot afford to pay for glassed that I can not wear. I appreciate your help with this.[redacted]

Business

Response:

I got your message this morning that the patient was claiming she got the wrong prescription. I will personally print that out and put it in the mail to her. If there is anything else that needs my attention, please let me know. Sincerely,Christi Marrow, OD