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Minnesota Vision Outreach

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Reviews Minnesota Vision Outreach

Minnesota Vision Outreach Reviews (1)

Initial Business Response /* (1000, 8, 2016/02/11) */
[redacted]response has been scanned in and converted to text below (original document is available using the online complaint system).
Hi. My name is Julie [redacted] and I am the office manager at Minnesota Vision Outreach.
My goal is to give our...

experience with this complaint filed by [redacted].
[redacted] became our patient at Anoka Samaritan Center on 10-13-14. We have a LINK form signed by [redacted] giving consent to this service.
Dr. Samuel F. [redacted] did a comprehensive vision exam at the facility on 10-13-14. Glasses were not recommended because there was no change in her eyeglass prescription. On 10-16-14 [redacted] called our office and said she wanted new glasses for [redacted] so we sent out a purchase agreement for bifocal glasses on that day.
We received $341.70 for the bifocal glasses on approximately 10-24-14.
Our optician Ashley fit her with 3 different frames and sent pictures via text to [redacted] at her request as she could not be present at the fitting for glasses. [redacted] chose frame #2. This was also confirmed by Janelle at Anoka Samaritan Center.
The glasses were then ordered based on [redacted]'s frame selection. The glasses were brought out to [redacted] near the end of November 2014.
We were called out to adjust the fit of her new glasses by [redacted] on 12-08-14 and that was done on 12-9-14.
On 12-16-14 the nursing home called to tell us that her lens came out of her glasses. Ashley our optician went back out on 12-29-14 to put the lens back in but had to take the glasses and send them to the lab to be fixed because the frame was very mangled. We brought the glasses back out to [redacted] on 12-29-14. Ashley spoke with Janelle to explain that either the patient or [redacted] had been bending the frame. The condition of the frame at the time they were mangled had to have been purposely done by someone. At one of the visits by Ashley [redacted] actually took her frame off and bent it on purpose in front of Ashley.
We were called by Janelle on 3-23-15 to come back out as the lens fell out again. Ashley went back out on 3-24-15 to put the lens back in and adjust them. She again spoke with Janelle indicating that [redacted]'s glasses are being purposely bent and damaged.
Dr. Samuel [redacted] also did some kind of a repair on [redacted]'s glasses on 10-23-15. He indicated that [redacted] drops her glasses.
[redacted] states that [redacted] was complaining about not being able to see with her new glasses from the beginning. We have never received a call from [redacted] or the nursing staff indicating this.
We followed up on every call regarding [redacted]'s glasses.
[redacted] was seen by Dr. Samuel [redacted] as I stated earlier on 10-13-14 for a comprehensive vision exam. We did a follow up test for glaucoma on 11-20-14. On 02-16-15 Dr. Samuel [redacted] did another glaucoma test and made a note that the vision in her left eye was still very good. (She has light perception only in her right eye).
Her routine comprehensive exam was then done 10-23-15 and there was still no change in her prescription. He also noted she was blind in her right eye.
On 11-18-15 [redacted] called our office and asked that her eyeglass prescription be mailed to her and it was.
We have no report for the visit [redacted] had with Dr. Becky [redacted] so I can't comment on that. She also indicated that one of their opticians tried to put the lens back into the frame that [redacted] got from our office in 10-14 and they told her they could not do it because the lens did not have a ridge. I spoke with our optician Jill and she said that could be very possible. With the history and documentation we have of someone twisting the glasses it is possible that the ridge could have broken away and caused the lens to come out.
I did have a conversation with [redacted] as she indicated. I was not rude to her. [redacted] was very rude to myself and she in the past has been rude to another co-worker. I did not deny any wrong doing. I tried to calmly talk with [redacted] regarding her concern. [redacted] was abusive and would not let me speak. I at some point decided that I did not deserve to be talked to in that manner and told her I was ending the conversation with her and going to hang up. I told her to have a good day and ended the call. [redacted] never indicated previously to any of our staff that she wanted her money back. We would have surely done that as that is our policy.
Initial Consumer Rebuttal /* (3000, 10, 2016/02/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not appreciate the use of my entire name in this answer nor my mother's as this maybe posted on the Revdex.com site. It is clearly posted on the directions per Revdex.com not to use full names.
I am not disputing the fact that I signed for my mother to recieve services from MVO. Nor am I arguing that I picked glasses from the picture sent to me. I could not be present because If I remember correctly MVO hours only go until 3:00pm. I work full time and was unable to be present. It was not my idea to do the picture, but I trusted that the glasses that Mom recieved would be of good quality. The lenses fell out the first week that mom got them, and many times there after. Moms glasses were poorly fitted to her and FELL off when she would put her head down. There was a time that they fell off and mom accidently rolled over them and bent them. However, if they were a better fit that would not have happened. Mom denies purposefully bending them. Why would someone bend their own glasses? I certainly did not mangle or bend my Mother's glasses in any way! You also stated that you got a call to come fix these glasses on 12-16 and showed up on 12-29...13 days later! Mom was without her glasses for 13 days before you even picked them up! Then you say that you brought them back the same day? I count 4 calls for repair in your response, each time leaving my Mother with out her glasses til your arrival. Also, I asked the day we spoke that the lens be replaced. That was denied. In your response you stated, If I asked for my money back.."We would have surely done that as that is our policy." I'm asking for my Mom's money back.
Final Business Response /* (4000, 12, 2016/03/02) */
[redacted]response has been scanned in and converted to text below (original document is available using the online complaint system).
I am following up on the response we received. The consumer indicated that she feels her money she paid for the bifocal glasses should be reimbursed to her.
We will honor that and mail her a check. The amount paid for the bifocal glasses was $341.70 and that money was received on approximately 10-24-14.
We have an address on file and we will send the reimbursement there.

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Address: 5955 Golden Valley Rd, Golden Valley, Minnesota, United States, 55422-4452

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