Modern Eyes

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The merchant was not honest what has had happened written in his letter, I went with my wife to the shopdid not noticed that they have a policy in front the desknobody told us that there is a policy, beside that we sue to the God that we did not asked them to redo the glasses with a line at all and just want to get a refund but they said not refund that why we called ***, hope they can stop the paymentFirst, [redacted] was disputed forth and back to us, first their staff advised us not to go to the shop and lastly asked us to due it by ourselvesSecond, the guy who checked my eyes said that the first classes was free of charge because it was cover by the insurance and the second was not included in the insurance and third, the merchant without saying that the second glasses can make me dizziness at all that why l agreed to make itAfter ready for collection, they told me that this glasses will make me dizzness and have to wear it for two weeks, after wearing two days almost get into accident that was not fair to me, my wife can be my witness because she was so mad and complaint why don't you guy told us first before make the second glasses that can effect dizzness, if yes we are not going to make it because my eyes power was not deep, l still can see all the far wording on the roadForth, why the insurance statement stated that l responsible to paid the merchant $and why they charged me $which they charged us extra $supposed to be freeThis mean this merchant is cheating the customers, l have the statement from the insurance company with me showing the amount of $that l have to paid instead of $Lastly, friend of me told me that usually optical shop will let their customer to try on the progressive glasses first before asked them to make it because to make sure that we feel comfortable wearing it, but this merchant did not do that and yet pushed all the problem and forced the customer to accept the glasses which can cause into accidentWe feel frustated and not happy with this merchant due to their dishonestlyI would like to get back the honest amount refund from the merchantHope the person in charge in this case understand our situation and hope to hear from you soonThank you very much for your help Regards, [redacted] ***

June 23, Explanation of Position/Additional Concerns Addressed To Whom It May Concern: This letter serves as a formal response to address the customers additional concerns regarding my original explanation submitted on June 9, I will attest that all the information presented in the first letter is true and accurate, and I have discussed the matter with my assistant who is in complete agreement with all the information presented within the first letterRegarding the insurance question, the eye exam was covered in full, and the progressive eyeglasses were partially covered by his insurance companyThe usual cost of the progressive eyeglasses without the insurance would have been 543.00, but the customer was only obligated to pay $for that pairThe fees were clearly explained by my assistant to the customer at the time of purchase, and obviously, there was no issue at the time, since he agreed to pay this amount in fullFurthermore, I have contacted the insurance company, and they agreed that the balance of $was indeed charged correctly, and that they already notified the customer that this charge was correct.The customer also purchased a second pair of eyeglasses (reading eyeglasses), which were not covered by the insuranceThe original cost of those eyeglasses was $284, but we agreed to give the customer a 40% discount (since he was purchasing a second pair of eyeglasses) and only charged him $for the second pairTherefore, the TOTAL amount he paid reflected the first pair of progressive eyeglasses for $and the second pair of reading eyeglasses for $170.40, for a grand total of $(which is the amount he paid on Nov13, 2013.) The customer still has this second pair of reading eyeglasses in his possessionWhile I do understand that the customer was having dizziness and trouble adapting to the progressive eyeglasses, this adaptation is quite normal, temporary, and would most likely have dissipated completely had he actually tried to wear them for the recommended 2-week periodI did indicate at the time of the initial examination that there would be a required adaptation period for these eyeglassesHe refused to comply with our advice, and in fact, he had the eyeglasses in his possession for only two days before he returnedOf course, if there were an issue while driving with them, the obvious thing to do would have been to try wearing them at home initially, and only proceed to drive with them once he felt comfortableThe customer never mentioned, anything about difficulty driving with the lenses, nor the remote possibility of getting into an auto "accident" to my staff or me at any point during our interactionsNonetheless, I do realize that there is a very small minority of people who simply cannot adapt to the progressive lenses, and that is why we have a policy in place in case such a situation should ariseOur policy regarding remakes for progressive lenses is considered standard in the industryAdditionally, at no point in time did my staff or I indicate that there would be a full refund if he could not adapt to the eyeglassesIn fact, this is the very first time since I opened my business over years ago, that anyone has ever asked for a full refund for failing to adapt to these lensesMost customers recognize that there is no way to know ahead of time whether they will be able to adapt to the lenses, and hence there is a small inherent risk involvedThe remake policy was reviewed with customer by my assistant when he came back to the office, and my assistant clearly stated that the customer asked her to have the eyeglasses remade into single vision reading glasses, which we proceeded to doWe never would have remade these eyeglasses without his consentIt was only days afterwards that his wife (and not the customer) had called the office and asked for a full refund instead.Regarding the concern on whether or not he could have tried on the eyeglasses prior to ordering them, the answer is no, because the eyeglasses had to be custom-made for his prescriptionI am not aware of any ready-made” demonstration I could have let him try on, because there is no onesizefits-alllens that is readily availableMoreover, even if such a demonstration did exist, it would be meaningless, because there would still be a required 2-week adaptation period, which simply cannot be experienced by simply trying ona hypothetical demonstration model in the storeAt the time of the examination, I thoroughly explained the different lens types to the customer, including the advantages and disadvantages of each type (i.e., progressive style lenses, traditional bifocals with a line, and single vision reading lenses.) It was the customer himself by his decision alone who elected to have us fabricate two pairs of eyeglasses to wear (both the progressive and reading eyeglasses.) The bottom line is that there was a substantial cost on my behalf to fabricate these custom-made eyeglasses, and even another additional cost to remake them a second time into the reading eyeglassesIf I were to refund all the money for these eyeglasses to the customer, there would be no way to recoup my expenses, since neither the insurance company nor the eyeglass laboratory will issue any refund back to me, and the lenses would not be able to be worn by anyone elseNevertheless, as a special courtesy, and in the interest of resolving this matter in fairness to both of us, I will agree to split the customers cost of the progressive eyeglasses with him, and refund 50% of the original cost he paid for the eyeglasses to him in the amount of (345.80/= 172.90.) This would be the maximum amount I can possibly refund, given the significant losses I have already incurred on this transactionAlternatively, if the customer chooses instead, I would be happy to mail him the second pair of reading eyeglasses that have been here in our office waiting for him to pick up since December I believe that my offer presented in this letter is both fair and equitable to both parties, and I look forward to a speedy resolution regarding this issueIf there are any other questions, please feel free to contact me at ###-###-####Thank you.Mark *B***, O.D Owner, Modern Eyes, LLC

I went to this business to treat my double vision at the end of January The business failed to submit my billing to my health insurance , [redacted] ***Instead they billed it under [redacted] Vision, which only covers the cost of the Eye ExamThe entire bill should have been covered by my insuranceThe billing department rep's name is DeniseShe had been unhelpful and refuses to submit the claim because she claims there is no coverage, but she is doing the billing incorrectlyThe business is not assisting me in getting a refund, because they have already been paid [consumer has GDS, and will require assistance drafting rebuttalscomplaint transcribed by JMJ, of Revdex.com, Serving Greater Maryland]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because the merchant is not telling the truth, anyway l am tired of arguing "God knows what was happened, if he wants to cheat the customer later he will get the response or pushisment from the GodThe most important that l want to get my money back so how much do he wants to pay backHow he is going to pay me back the willing amounts, he is not going to be rich by telling the lied , my wife can be witness that we didn't asked him to redo the glassesAnyway, forget what had happenedI am so frustrated with this case, just back whatever he wants toHope to hear from you soon since this case took so long since last year.
Thank you very much for your help and we appreciated it so much.
Regards,
*** ***

I went to this business to treat my double vision at the end of January The business failed to submit my billing to my health insurance , *** ***Instead they billed it under *** Vision, which only covers the cost of the Eye ExamThe entire bill should have been covered by my insuranceThe billing department rep's name is DeniseShe had been unhelpful and refuses to submit the claim because she claims there is no coverage, but she is doing the billing incorrectlyThe business is not assisting me in getting a refund, because they have already been paid
[consumer has GDS, and will require assistance drafting rebuttalscomplaint transcribed by JMJ, of Revdex.com, Serving Greater Maryland]

June 23, 2014
Explanation of Position/Additional Concerns Addressed
To Whom It May Concern:
This letter serves as a formal response to address the customers additional concerns regarding my original explanation submitted on June 9, 2014.
I will attest that all the information presented in the first letter is true and accurate, and I have discussed the matter with my assistant who is in complete agreement with all the information presented within the first letter. Regarding the insurance question, the eye exam was covered in full, and the progressive eyeglasses were partially covered by his insurance company. The usual cost of the progressive eyeglasses without the insurance would have been 543.00, but the customer was only obligated to pay $345.80 for that pair. The fees were clearly explained by my assistant to the customer at the time of purchase, and obviously, there was no issue at the time, since he agreed to pay this amount in full. Furthermore, I have contacted the insurance company, and they agreed that the balance of $345.80 was indeed charged correctly, and that they already notified the customer that this charge was correct.The customer also purchased a second pair of eyeglasses (reading eyeglasses), which were not covered by the insurance. The original cost of those eyeglasses was $284, but we agreed to give the customer a 40% discount (since he was purchasing a second pair of eyeglasses) and only charged him $170.40 for the second pair. Therefore, the TOTAL amount he paid reflected the first pair of progressive eyeglasses for $345.80 and the second pair of reading eyeglasses for $170.40, for a grand total of $516.20 (which is the amount he paid on Nov. 13, 2013.) The customer still has this second pair of reading eyeglasses in his possession.
While I do understand that the customer was having dizziness and trouble adapting to the progressive eyeglasses, this adaptation is quite normal, temporary, and would most likely have dissipated completely had he actually tried to wear them for the recommended 2-week period. I did indicate at the time of the initial examination that there would be a required adaptation period for these eyeglasses. He refused to comply with our advice, and in fact, he had the eyeglasses in his possession for only two days before he returned. Of course, if there were an issue while driving with them, the obvious thing to do would have been to try wearing them at home initially, and only proceed to drive with them once he felt comfortable. The customer never mentioned, anything about difficulty driving with the lenses, nor the remote possibility of getting into an auto "accident" to my staff or me at any point during our interactions.
Nonetheless, I do realize that there is a very small minority of people who simply cannot adapt to the progressive lenses, and that is why we have a policy in place in case such a situation should arise. Our policy regarding remakes for progressive lenses is considered standard in the industry. Additionally, at no point in time did my staff or I indicate that there would be a full refund if he could not adapt to the eyeglasses. In fact, this is the very first time since I opened my business over 9 years ago, that anyone has ever asked for a full refund for failing to adapt to these lenses. Most customers recognize that there is no way to know ahead of time whether they will be able to adapt to the lenses, and hence there is a small inherent risk involved. The remake policy was reviewed with customer by my assistant when he came back to the office, and my assistant clearly stated that the customer asked her to have the eyeglasses remade into single vision reading glasses, which we proceeded to do. We never would have remade these eyeglasses without his consent. It was only days afterwards that his wife (and not the customer) had called the office and asked for a full refund instead.Regarding the concern on whether or not he could have tried on the eyeglasses prior to ordering them, the answer is no, because the eyeglasses had to be custom-made for his prescription. I am not aware of any ready-made” demonstration I could have let him try on, because there is no onesizefits-alllens that is readily available. Moreover, even if such a demonstration did exist, it would be meaningless, because there would still be a required 2-week adaptation period, which simply cannot be experienced by simply trying ona hypothetical demonstration model in the store. At the time of the examination, I thoroughly explained the different lens types to the customer, including the advantages and disadvantages of each type (i.e., progressive style lenses, traditional bifocals with a line, and single vision reading lenses.) It was the customer himself by his decision alone who elected to have us fabricate two pairs of eyeglasses to wear (both the progressive and reading eyeglasses.)
The bottom line is that there was a substantial cost on my behalf to fabricate these custom-made eyeglasses, and even another additional cost to remake them a second time into the reading eyeglasses. If I were to refund all the money for these eyeglasses to the customer, there would be no way to recoup my expenses, since neither the insurance company nor the eyeglass laboratory will issue any refund back to me, and the lenses would not be able to be worn by anyone else.
Nevertheless, as a special courtesy, and in the interest of resolving this matter in fairness to both of us, I will agree to split the customers cost of the progressive eyeglasses with him, and refund 50% of the original cost he paid for the eyeglasses to him in the amount of 172.90 (345.80/2 = 172.90.) This would be the maximum amount I can possibly refund, given the significant losses I have already incurred on this transaction. Alternatively, if the customer chooses instead, I would be happy to mail him the second pair of reading eyeglasses that have been here in our office waiting for him to pick up since December 2013.
I believe that my offer presented in this letter is both fair and equitable to both parties, and I look forward to a speedy resolution regarding this issue. If there are any other questions, please feel free to contact me at ###-###-####. Thank you.Mark *. B[redacted], O.D
Owner, Modern Eyes, LLC

June 9, 2014
Explanation of PositionTo Whom It May Concern:This letter serves as a formal response to the customers complaint on 5/6/2014. The customer purchased two pair of eyeglasses on Nov 13, 2013. One pair was for a progressive bifocal lens for which he paid $345.80, and the...

second one was for single-vision reading eyeglasses for which he paid $170.40 (for a total of $516.20.)At the date of service, the customer was given a thorough eye evaluation, where it was determined that he had difficulty seeing at near. After discussing options for eyeglasses with the customer, he decided that he would like to get two pairs of eyeglasses, one "progressive-style” lens for everyday use, and another one as a single vision” lens for reading only. It was also explained to him that he would need two weeks of adaptation to get used to the "progressive-style” lenses, since this would be his first time wearing these. We have an office policy in tact regarding refunds and exchanges for eyeglasses, including our no return policy on custom-made eyeglasses. Copies of our office policy are readily available at our front desk (check-in/check-out area.)
The customer picked up the two pairs of eyeglasses on November 20, 2013. Prior to dispensing the eyeglasses, I had personally checked to make sure the eyeglasses were manufactured to correct specifications, which they were. He returned two days later indicating that he was having trouble adapting to the progressive style eyeglasses (the other pair of single-vision reading eyeglasses were working out very well for him.) He spoke with one of my assistants who inspected the lenses (no defects were noted) and reiterated to him that the normal adaptation period for these lenses can take up to two weeks. She also explained to him that the initial "dizziness” that he was experiencing was part of the normal adaptation process, and that most customers will adapt after that time, and also that his symptoms should dissipate within the adaptation period. The customer refused to listen to her advice and refused to continue to wear the eyeglasses for the recommended two-week period.
Since the customer refused to follow our recommendations, and with further discussion, my assistant offered to remake the eyeglasses as either a traditional bifocal eyeglass (with a line), or as another pair of single-vision reading eyeglasses. The customer indicated that he would like to have a second pair of single-vision reading eyeglasses, and so we agreed to remake the progressive lenses into single-vision lenses at no additional charge under the terms of our office policy regarding non-adaptation to progressive lenses.In accordance with the customers wishes, we went ahead, remade the eyeglasses as agreed, and left several voice mail messages for the customer that the eyeglasses were ready to be picked up here at our office. Instead of picking up the newly remade eyeglasses as we agreed to, the customer instead elected to contact both [redacted] and the insurance company to request a full refund. Both [redacted] and the insurance company have already both ruled in my favor in this case.
Because of the high cost to me to manufacture these custom-made eyeglasses, I am unable to issue a full refund, as it would be unfair for me to pay for the cost of his eyeglasses, as these eyeglass lenses cannot be used by anyone else, and I would be unable to recover my costs. If the patient does not want the second pair of reading eyeglasses, I would be willing to issue a partial refund of $100.80 for the frame portion only (which is the amount he paid for the frame.)
As of this date, the customer still has not picked up the remade eyeglasses, and we are still holding them for him. If he would prefer, we will be happy to mail the eyeglasses to him at no additional charge as a courtesy. As an additional note, the customer still is in possession of the original pair of reading eyeglasses, which he never returned to us.
If there are any other questions regarding this inquiry, please feel free to contact me at [redacted]. Thank you. -Regards,
Mark *. B[redacted], O.D
Owner, Modern Eyes, LLC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
The merchant was not honest what has had happened written in his letter, I went with my wife to the shop. did not noticed that they have a policy in front the desk. nobody told us that there is a policy, beside that we sue to the God that we did not asked them to redo the glasses with a line at all and just want to get a refund but they said not refund that why we called [redacted], hope they can stop the payment. First, [redacted] was disputed forth and back to us, first their staff advised us not to go to the shop and lastly asked us to due it by ourselves. Second, the guy who checked my eyes said that the first classes was free of charge because it was cover by the insurance and the second was not included in the insurance and third, the merchant without saying that the second glasses can make me dizziness at all that why l agreed to make it. After ready for collection, they told me that this glasses will make me dizzness and have to wear it for two weeks, after wearing two days almost get into accident that was not fair to me, my wife can be my witness because she was so mad and complaint why don't you guy told us first before make the second glasses that can effect dizzness, if yes we are not going to make it because my eyes power was not deep, l still can see all the far wording on the road. Forth, why the insurance statement stated that l responsible to paid the merchant $345.80 and why they charged me $516.20 which they charged us extra $170.40 supposed to be free. This mean this merchant is cheating the customers, l have the statement from the insurance company with me showing the amount of $345.80 that l have to paid  instead of $516.20. Lastly, friend of me told me that usually optical shop will let their customer to try on the progressive glasses first before asked them to make it because to make sure that we feel comfortable wearing it, but this merchant did not do that and yet pushed all the problem and forced the customer to accept the glasses which can cause into accident. We feel frustated and not happy with this merchant due to their dishonestly. I would like to get back the honest amount refund from the merchant. Hope the person in charge in this case understand our situation and  hope to hear from you soon. Thank you very much for your help. 
Regards,
[redacted]