Moore Eye Center

Thank you for your reaching out Upon reviewing the details, we found that the patient was charged $on 07/21/for exam ($52) and lenses ($375)She used an old frame she had to put new lenses intoAfter the new lenses came in, we dispensed the glasses and asked if she would like to keep her old lenses to which the patient responded "no" A while later we were informed that the new lenses were not working wellWe scheduled for a follto double check prescription and see if any adjustments could be made We found a change, and asked that the lab re-make the lenses with a change in prescription When the lenses arrived, we found that the lab had erred and sent the wrong bushings (connections) with the glassesTo fix this, we sent the glasses in to the lab so they could be correctly sized and gave the patient a loaner pair to get her by This pair of temples was from the Silhouette line, a well made and well loved line of glasses with premium materialBecause this was taking longer than expected, we offered to let the patient purchase the new frame at $150, half the cost The patient declined and opted to wait for her original frame The final pair of glasses arrived back inAfter they were dispensed our patient came back and asked for her old lenses back Because we do not hold on to the old lenses that patients decline to keep, we instead issued a full refund for the new lenses of $and let her keep them for no chargeWe always try to go above and beyond for our patients, and regret that the timeline on this one was longer than anticipated

Thank you for your reaching out.  Upon reviewing the details, we found that the patient was charged $427 on 07/21/2017 for exam ($52) and lenses ($375). She used an old frame she had to put new lenses into. After the new lenses came in, we dispensed the glasses and asked if she would like to...

keep her old lenses to which the patient responded "no".  A while later we were informed that the new lenses were not working well. We scheduled for a follow-up to double check prescription and see if any adjustments could be made.  We found a change, and asked that the lab re-make the lenses with a change in prescription.  When the lenses arrived, we found that the lab had erred and sent the wrong bushings (connections) with the glasses. To fix this, we sent the glasses in to the lab so they could be correctly sized and gave the patient a loaner pair to get her by.  This pair of temples was from the Silhouette line, a well made and well loved line of glasses with premium material. Because this was taking longer than expected, we offered to let the patient purchase the new frame at $150, half the cost.  The patient declined and opted to wait for her original frame.  The final pair of glasses arrived back in. After they were dispensed our patient came back and asked for her old lenses back.  Because we do not hold on to the old lenses that patients decline to keep, we instead issued a full refund for the new lenses of $375 and let her keep them for no charge. We always try to go above and beyond for our patients, and regret that the timeline on this one was longer than anticipated.

Complaint: [redacted]
I am rejecting this response because: That is their way of getting away with throwing away my old lenses.  They NEVER ASK me if I wanted my old lenses.  They handed me a bag that I thought was my old lensesbut it ended up being a bottle of cleaner.
Regards,
[redacted]