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Mill Creek Family Eye Center

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Reviews Optometrist Mill Creek Family Eye Center

Mill Creek Family Eye Center Reviews (10)

Complaint #: [redacted] Correct patient account #: [redacted] Business response to the complainant: The complainant came in on December 31st, and placed an order for two pair of prescription eyeglasses and to use her insurance benefits which were due to terminate that dayBased on her insurance guidelines, we wrote, priced and placed the orders The complainant was notified on January 14th, (not one month later as she states – see attached email correspondence) that both of her eyewear orders had arrived and were ready to be dispensedThe complainant came in on January 18th, to pick up her eyewear Her eyeglasses were adjusted to fit her properly and she was happy with the outcome At that time, we informed the complainant of the $balance We explained the bill, showed and apologized for the mathematical error She became very hostile and stated that she will not pay her balanceOur optician explained the balance wasn't because of adding additional products to her order (which she thought), but was a simple math errorThe complainant became more frustrated and proceeded to demand a refund As our optician offered to discuss the matter with his supervisor, the complainant began to curse repeatedly and yell at himHe asked her to please not cuss and raise her voice as there were other patients and children in the office The complainant then grabbed the bag with the eyewear out of our opticians hand, said she would not pay for it, and quickly left the office We attempted to contact the complainant by phone on the 18th and 20th to resolve the situation, but we had to leave voice messages and she never returned our calls At this time, we discussed this unique situation (never before in years of business have we had someone grab product and run out the door) and decided, since we made a mathematical error, we should allow her to return the product for a full refundEven though eyeglass lenses are custom made and not returnable (see attached and signed financial policy), we thought this was fair since this is what she demanded the day she took her eyeglasses and it was our math error We sent the complainant an email on January 25th (see attached) stating the above and our offer to resolve the situation The complainant responded to our email the same day (25th) and mentioned she would be bringing in the eyeglasses for a refund It was clear in our email that she needed to do this within hours However, the complainant never came in On February 2nd 2016, we sent out a balance owing statement to the complainant since she hadn’t paid her balance or returned the eyeglasses to our office as she said she would She then proceeded to complain to the Revdex.com without accepting our invitation to resolve the matter according to her request Mill Creek Family Eye Center has made a generous attempt to resolve this situation in a kind and professional manner, especially given the way the complainant behaved Since we have already spent too much time and effort on this, we will no longer pursue collecting her balance The complainant has been able to wear two pair of eyeglasses for one month without meeting her financial obligation or making any attempt to reach an amiable resolution Because of this, it is too late to return the eyewear for a full refund, and all warranties are forfeited

Complaint: [redacted] I am rejecting this response because: Of the ongoing dishonesty about what had happened except the things I will mention here One I did become visibly upset on Oct6th and verbally upset but that did not matter, and number two They offered this in quotes "To that end, we have offered to refund *** [redacted] ’s out-of-pocket expense for the eyeglass frame ($90.60) With her refund check, we offer to enclose a copy of her prescriptions, a copy of her signed Financial Policy, another itemized receipt and include a complimentary contact lens solution starter kit." I have no glasses because they won't refund my insurance company so I can go to an honest company and get glasses with them This is awful and dishonest company, and will always be left to wonder how many people they've taken advantage of If I accept everything of what they are saying that it would be like saying “I agree that this is what went down with this company" I was honest, and the company obviously does not feel honesty is important I do! I'm not going to go back and forth with them any longer but will say if they check their phone record's there will be no call from me cancelling my original appointmentTwo if the people working here to a polygraph test they would fail Because of the dishonesty I still believe I’m entitled led to a full refund.Sincerely, [redacted] P.S For the person writing the dishonest letter please read what is below.How to be saved -- What must a man do to be saved?How to be saved is within the reach of every human being on the face of the earthWhen Jesus Christ died on the cross, He provided salvation for all“‘And when I am lifted up on the cross, I will draw everyone to myself.’ He said this to indicate how he was going to die” (John 12:32-33)Salvation has been provided; it now must be acceptedOnce a man or woman recognizes the need for salvation and realizes that God has provided for their salvation through Jesus Christ, he or she must go on to embrace it

I have sent my response and supporting documents as attachments Please confirm receipt Thank You[redacted] ***C: [redacted] October 9th, On September 28th, 2015, *** [redacted] ***- [redacted] was quoted a price of $89/Box for Air Optix Colors contact lenses via email two days prior to her originally scheduled eye exam She exchanged multiple emails with one of our technicians until she fully understood the pricing of the contact lenses she was interested in purchasing Later, that same day, ***- [redacted] called and spoke to our receptionist informing her that she would need to reschedule her September 30th, appointment due to a work conflict The receptionist rescheduled ***- [redacted] ’s appointment to the following week However, on September 30th, 2015, ***- [redacted] showed up for the appointment that had been rescheduled When she was reminded that she didn’t have an appointment that day, and was disappointed, we told her we would be willing to work her into our already full schedule if she was willing to wait ***- [redacted] was seen by DrTracy V [redacted] for her exam that day During her appointment one of our technicians reviewed her insurance benefits again, informing her of what her out-of-pocket costs would be At that time, ***- [redacted] decided to only order one box of contacts so she could have them for her Halloween costume and would order a second color/box at a later date due to finances Our technician noted a quantity of one box of contacts on the superbill and contact lens order form and ordered one box for ***- [redacted] On October 6th, 2015, ***- [redacted] came in to pick up her contact lens order She was handed one box of contacts as previously agreed to She became visibly upset and started to complain to one of our optical staff that we messed up on the order and she was over-charged After our optician explained everything to ***- [redacted] , she was still dissatisfied At that point, the optician brought out our optical lead to discuss the situation The optical lead showed ***- [redacted] all the documents (i.efee-slip, order slip, itemized receipt) supporting that only one box was ordered and that she was only charged for one box The technician that helped with ***- [redacted] ’s appointment also came out to the optical department and reminded her of the discussion they had during her appointment ***- [redacted] then requested a second box of contacts at no chargeThis request was declined but the patient was given a pair of contacts at no charge (in the second color she wanted to order later), to hold her over until she decided if she would be purchasing the second box or not ***- [redacted] was still notably upset and now demanded a refund of her eyeglasses she had previously ordered She was informed that her eyeglasses were in the final stage of production, and because the lenses are a custom made item, they cannot be refunded as stated in our Financial Policy ***- [redacted] was aware of this Financial Policy before being seen by the doctor and before ordering any product Also, stated in the Financial Policy (which ***- [redacted] signed) is the statement that we do not accept returns on contact lenses if the box has been opened For years Mill Creek Family Eye Center has sought to exceed our patient’s expectations and to provide professional, honest and caring eye care services and products We believe we have upheld those standards in our interactions with ***- [redacted] To that end, we have offered to refund ***- [redacted] ’s out-of-pocket expense for the eyeglass frame ($90.60) With her refund check, we offer to enclose a copy of her prescriptions, a copy of her signed Financial Policy, another itemized receipt and include a complimentary contact lens solution starter kit ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

October 30,
To: Revdex.com
RE: Rejection response from *** ***
It is difficult to understand how *** can “reject” our response when, short of giving her free contact lenses which she demanded, we have done all that we could do as a business. We have contacted her insurance company, explained the situation, and asked them to reinstate her eyeglasses benefit so she can go to another office to purchase eyeglasses. We have confirmed that they have done this. Our financial policy, which she signed, clearly states that eyeglass lenses are custom made and cannot be refunded, however we have made an exception in this case at our cost. We are receiving no funds from the insurance company for her eyeglasses. A check has been mailed to *** for a full refund of her eyeglasses, and her eyeglasses and contact lens prescriptions were included with the check.
If this complaint becomes published and the public can read what has transpired, taking specific note to the writings of ***, we believe it will be clear to the reader the “mindset” of ***. Mill Creek Family Eye center operates on Christian principles and we truly believe honesty is the best policy. Having said that, we believe that this policy is best practiced by actions and not by words alone.
We wish *** the best

The complainant was mistakenly sent an invoice because the billing office was not notified to write-off the balance. Apparently, this oversight warranted a call from the complainant to yell and cuss at the office manager. Needless to say, the billing office has now been notified and the complainant no longer has a balance as was promised

Thanks for your response.   I guess my understanding as "resolved" for this compliant is as doctor said they will not continue to perusing for the balance.  The fact is they said one thing and doing the opposite by sending me another invoice. Regards. [redacted]

Complaint: [redacted]
I am rejecting this response because: Of the ongoing dishonesty about what had happened except the things I will mention here.  One I did become visibly upset on Oct. 6th and verbally upset but that did not matter, and number two They offered this in quotes "To that end, we have offered to refund [redacted]’s out-of-pocket expense for the eyeglass frame ($90.60).  With her refund check, we offer to enclose a copy of her prescriptions, a copy of her signed Financial Policy, another itemized receipt and include a complimentary contact lens solution starter kit."  I have no glasses because they won't refund my insurance company so I can go to an honest company and get glasses with them.  This is awful and dishonest company, and will always be left to wonder how many people they've taken advantage of.   If I accept everything of what they are saying that it would be like saying “I agree that this is what went down with this company".   I was honest, and the company obviously does not feel honesty is important.   I do!  I'm not going to go back and forth with them any longer but will say if they check their phone record's there will be no call from me cancelling my original appointment. Two if the people working here to a polygraph test they would fail.    Because of the dishonesty I still believe I’m entitled led to a full refund.Sincerely, [redacted]P.S  For the person writing the dishonest letter please read what is below.How to be saved -- What must a man do to be saved?How to be saved is within the reach of every human being on the face of the earth. When Jesus Christ died on the cross, He provided salvation for all. “‘And when I am lifted up on the cross, I will draw everyone to myself.’ He said this to indicate how he was going to die” (John 12:32-33). Salvation has been provided; it now must be accepted. Once a man or woman recognizes the need for salvation and realizes that God has provided for their salvation through Jesus Christ, he or she must go on to embrace it.

Complaint #: [redacted]
Correct patient account #: [redacted]
Business response to the complainant:
The complainant came in on December 31st, 2015 and placed an order for two pair of prescription eyeglasses and to use her insurance benefits which were due to terminate that day. Based on her...

insurance guidelines, we wrote, priced and placed the orders. 
The complainant was notified on January 14th, 2016 (not one month later as she states – see attached email correspondence) that both of her eyewear orders had arrived and were ready to be dispensed. The complainant came in on January 18th, 2016 to pick up her eyewear.  Her eyeglasses were adjusted to fit her properly and she was happy with the outcome.  At that time, we informed the complainant of the $123.60 balance.  We explained the bill, showed and apologized for the mathematical error.  She became very hostile and stated that she will not pay her balance. Our optician explained the balance wasn't because of adding additional products to her order (which she thought), but was a simple math error. The complainant became more frustrated and proceeded to demand a refund.  As our optician offered to discuss the matter with his supervisor, the complainant began to curse repeatedly and yell at him. He asked her to please not cuss and raise her voice as there were other patients and children in the office.  The complainant then grabbed the bag with the eyewear out of our opticians hand, said she would not pay for it, and quickly left the office.   
We attempted to contact the complainant by phone on the 18th and 20th to resolve the situation, but we had to leave voice messages and she never returned our calls.      
At this time, we discussed this unique situation (never before in 23 years of business have we had someone grab product and run out the door) and decided, since we made a mathematical error, we should allow her to return the product for a full refund. Even though eyeglass lenses are custom made and not returnable (see attached and signed financial policy), we thought this was fair since this is what she demanded the day she took her eyeglasses and it was our math error.  We sent the complainant an email on January 25th (see attached) stating the above and our offer to resolve the situation.
The complainant responded to our email the same day (25th) and mentioned she would be bringing in the eyeglasses for a refund.   It was clear in our email that she needed to do this within 48 hours.  However, the complainant never came in.
On February 2nd 2016, we sent out a balance owing statement to the complainant since she hadn’t paid her balance or returned the eyeglasses to our office as she said she would.  She then proceeded to complain to the Revdex.com without accepting our invitation to resolve the matter according to her request.        
Mill Creek Family Eye Center has made a generous attempt to resolve this situation in a kind and professional manner, especially given the way the complainant behaved.  Since we have already spent too much time and effort on this, we will no longer pursue collecting her balance.  The complainant has been able to wear two pair of eyeglasses for one month without meeting her financial obligation or making any attempt to reach an amiable resolution.  Because of this, it is too late to return the eyewear for a full refund, and all warranties are forfeited.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
However this is after the long battle with the business and by forgo with the one year warranty.  The office manager is such a liar by accusing the patient was yelling her. instead she was yelling me and her attitude is so rude. she is making another mistake by not communicating with their accounts payable to close out the balance.  This is again to prove how mess this office manager's work is. if she has time to arguing with the patient she should spend her time to get herself better for customer services and internal quality control. She has no intention to admit they have made mistake and willingness to change on their side but always blame everything on other people. I have never experience business like this office. I won't recommend anyone use them .
 
Thanks Revdex.com for coordinate this complaint. we don't need to keep this complaint open anymore.
Sincerely
[redacted]
Sincerely, [redacted]

I have sent my response and supporting documents as attachments.  Please confirm receipt.  Thank You.[redacted]C: [redacted]
 
October 9th,...

2015                                      ...
On September 28th, 2015, [redacted] was quoted a price of $89/Box for Air Optix Colors contact lenses via email two days prior to her originally scheduled eye exam.  She exchanged multiple emails with one of our technicians until she fully understood the pricing of the contact lenses she was interested in purchasing.  Later, that same day, [redacted] called and spoke to our receptionist informing her that she would need to reschedule her September 30th, 2015 appointment due to a work conflict.  The receptionist rescheduled [redacted]’s appointment to the following week.
However, on September 30th, 2015, [redacted] showed up for the appointment that had been rescheduled.   When she was reminded that she didn’t have an appointment that day, and was disappointed, we told her we would be willing to work her into our already full schedule if she was willing to wait.  [redacted] was seen by Dr. Tracy V[redacted] for her exam that day.  During her appointment one of our technicians reviewed her insurance benefits again, informing her of what her out-of-pocket costs would be.  At that time, [redacted] decided to only order one box of contacts so she could have them for her Halloween costume and would order a second color/box at a later date due to finances.  Our technician noted a quantity of one box of contacts on the superbill and contact lens order form and ordered one box for [redacted].
On October 6th, 2015, [redacted] came in to pick up her contact lens order.  She was handed one box of contacts as previously agreed to.  She became visibly upset and started to complain to one of our optical staff that we messed up on the order and she was over-charged.  After our optician explained everything to [redacted], she was still dissatisfied.  At that point, the optician brought out our optical lead to discuss the situation.  The optical lead showed [redacted] all the documents (i.e. fee-slip, order slip, itemized receipt) supporting that only one box was ordered and that she was only charged for one box.  The technician that helped with [redacted]’s appointment also came out to the optical department and reminded her of the discussion they had during her appointment.
[redacted] then requested a second box of contacts at no charge. This request was declined but the patient was given a pair of contacts at no charge (in the second color she wanted to order later), to hold her over until she decided if she would be purchasing the second box or not.  [redacted] was still notably upset and now demanded a refund of her eyeglasses she had previously ordered.  She was informed that her eyeglasses were in the final stage of production, and because the lenses are a custom made item, they cannot be refunded as stated in our Financial Policy.  [redacted] was aware of this Financial Policy before being seen by the doctor and before ordering any product.   Also, stated in the Financial Policy (which [redacted] signed) is the statement that we do not accept returns on contact lenses if the box has been opened.  
For 23 years Mill Creek Family Eye Center has sought to exceed our patient’s expectations and to provide professional, honest and caring eye care services and products.  We believe we have upheld those standards in our interactions with [redacted].  To that end, we have offered to refund [redacted]’s out-of-pocket expense for the eyeglass frame ($90.60).  With her refund check, we offer to enclose a copy of her prescriptions, a copy of her signed Financial Policy, another itemized receipt and include a complimentary contact lens solution starter kit.
 
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

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Address: 16708 Bothell Everett Hwy STE 103, Mill Creek, Washington, United States, 98012-6345

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+1 (425) 481-4450

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