Murphy, Thomas O.D.

I will respond to the complaint today....i've been out of the office and apologize for the delayed response.Sincerely,*** ***

I have an email dated 4/10/2014 stating that the case has been closed.

Hello, You've contacted the wrong location.  This patient receives services from our Sunrise Blvd. location.  After doing a little research it looks like the patient picked up their eye-wear on 7/27/2016.  Please feel free to contact the Sunrise office using the above CC:...

email. Sincerely,

Good Evening I apologize for the delay for some reason the email was sent to my spam folder, I located this email cleaning out my mailbox I do want to pursue the matter and the issue has not been resolvedthank you for your assistance

Firstly, it's never our intention to create a less than desirable experience for our patients.  The custom ordered lenses have been in the patient's chart since October...

30, 2014.  My staff have left several voice messages regarding the custom lenses being ready for dispense.  Secondly, the patient's perception is that we were unable to meet their visual needs by offering the best services and products. In response to the patient's request, we are  willing to negate the outstanding balance and return the custom ordered lenses to the appropriate lab.  The patients records will be mailed and the patient's account will be closed.Sincerely,[redacted]

Review: Eye exam on 5/19/14 & picked out new frame on display, paid deposit of $200.00. 3 weeks pass & picked up new glasses & had them fitted. drove home with new glasses and noticed a few vision issues & did not pay much attention to them on the way home. wore them for a few more days & the vision issues continued. I went back to Eye Design on or about 7/12/14 and told them of my vision issues to [redacted] who was pleasant to speak with. She made an appointment for me to have my eyes re-examined by Dr. Fong on 7/22/14 @ 5:50 pm. I arrived @ Eye Design @ 5:45 pm on the scheduled date and was called to the front waiting room to meet with a frame fitter / adjuster. The adjuster told me my vision issues were due to my choice of frames and that the lenses are too large for my prescription and that I need to choose a smaller frame / lens. I asked why no Dr. appointment? I asked for a refund and was told to take a seat in waiting area. 10 more minutes pass, no Dr. appointment so I left the store.Desired Settlement: Full refund to Insurance company and myself.

Business

Response:

Business states that they have contacted the consumer and the issues have been resolved.

Consumer

Response:

I am rejecting this response because:

message from Revdex.com, business states that they contacted the consumer and the issues have been resolved.I want to be clear on this subject.The business did not contact me for any resolve what so ever.On 8/6, I called my insurance company and they contacted the business (with my permission).The insurance company told me they will reinstate my claim for new eye exam & glasses and that I need to call the business for my refund which I did immediately after ending my phone conversation with the insurance company.Today is 8/19 and I still have not received my refund or any form of contact from the business. refund check as promised

Business

Response:

I received a letter from Revdex.com stating that you have not received your refund check as of 8/19/2014. Today is 8/26/14 and according to our bank records the check has not been cashed.

Review: I dropped off my glasses for a lens repair on June 21,2016. I was told that it would take 2-3 weeks for my glasses to be done and returned to me. I am making a formal complaint with Revdex.com on July 20, 2016, and my glasses have still not been returned to me. A month later! I was even told after 3 weeks that my glasses were ready to be picked up, but when I got to the office, I was told that it was a mistake and my glasses were not actually ready. I live a half hour away from the office. With travel and office time, it took an hour and a half of my valuable time, just to be told "Oh sorry our mistake". I spoke to the manager about this problem and she put the blame onto the lens repair company that they used. I need my glasses back, it is getting to be ridiculous. Luckily for me I have a second pair that I can use to see. The problem is that my back-up pair doesn't fit me properly and is giving me headaches and hurting my ears. It is now effecting my health in a painful, negative way. I want my belongings back now!Desired Settlement: I would like them and the company they use to repair my lenses to make it a high priority and rush deliver my glasses to me. all I want is my glasses ASAP.

Business

Response:

Hello, You've contacted the wrong location. This patient receives services from our Sunrise Blvd. location. After doing a little research it looks like the patient picked up their eye-wear on 7/27/2016. Please feel free to contact the Sunrise office using the above CC: email. Sincerely,

Review: Basicaly they sold me a pair of [redacted] prescriptin glasses that have a design defect that cause the earpice to break off of the frame easily. this happend to me with 2 identical pairs. then they would not allow me to get another frame that did not have a design flaw and said they could only give me another frame exactly the same. I need glasses that work. After wearing them for 40 years, I thnk I know when their is a design flaw thats causing them to reopeatedly break in the same place.I'll go back today for my 4th visit on the same pair of glasses, pick up the broken frame and see if I can get them repaired. Otherwise I'm out more than $500 and close to 10 hours of time trying to get it resolved.Desired Settlement: I would like a refund.

Business

Response:

Patient was seen in our office for a comprehensive eye exam in 2013. A couple months following his appointment patient purchased prescription eyewear. All new eyewear frame purchases, except discontinued frames, in our office have a one year warranty for manufacture defect. Additionally, purchase of a non-glare coating on prescription eyewear lenses allows the patient a two year unlimited warranty on said lenses. In June 2014 patient returned to our office with his [redacted] prescription eyewear. One temple had become detached from the frame front. We believed this damage to be covered under the manufacture warranty and as such ordered a replacement frame. Patient then notified our office that the detached temple was lost. As part of our manufacture warranty all defective frame parts must be returned to the manufacture. We informed patient that all frame parts must be returned prior to dispense. Patient returned to our office and we dispensed his new frame. In August 2014 patient returned to our office for his yearly eye examination. At the time of patient’s eye exam he was disrespectful to our optical staff. He indicated that our doctor was incompetent because she attempted to complete his dilated examination; a service that is included in all of our comprehensive examinations. At this time he informed our office that his [redacted] prescription eyewear had broken again and was unwearable. We informed patient that we would again replace his frame because his purchase was just under one year prior. Again speaking rudely to staff members patient insisted on receiving a different frame than his initial purchase. With our eyewear purchases, customers are able to change their purchased frame to a different desired frame within three months of their initial purchase date. Patient had purchased his eyewear in October 2013 hence in August 2014 we were outside of that window. To further explain, the prescription eyewear lenses that the patient received were cut for the specific shape of his [redacted] frame. These lenses would not fit into any other optical frame. The VSP lab that patient’s insurance requires optical offices to use would not recut lenses into a newly selected frame because such a service would be considered a completely new eyewear order. As the office manager I spoke with the patient on August 22, 2014 and reiterated our office policies in regards to his current glasses. Again I offered to replace his current [redacted] frame under the manufacture warranty. The patient actually denied this service. Moving forward I decided that as a reputable eyewear business I would not permit our patient to continue to have broken eyewear even if he refused the warranty. Due to patient’s behavior in our office and in the days following I opted to terminate his service account. I did replace his optical frame and mailed his replacement eyewear along with his optical records. Thank you for your time and consideration. Please let us know if we can provide any additional information in the matter. [redacted] Office Manager Eye Designs Optometry, Citrus Heights

Review: I am more then unhappy with the service or the lack there of that I have recieved from this location. My first order of Eye Glasses went very well which is why I came back and also refered a friend to the location. However the next visit was far from pleasent. I ordered a pair of designer Prescription Eyeglasses and 2 designer Sunglasses one with a prescription. I was told the one without the prescription would be 30% off and the one with the prescription would be 20% for using VSP insurance as well as the deduction of the insurance payment. The Sunglasses that I selected were on back order and I was told that I would recieve them in about 2 weeks I also ordered special glare protection frames for my eye glasses. After over a month of waiting for both I called the location and they stated that my eye glasses were in but the special lenses had not arrived because I was in need of them I picked them up without the special lenses. I was told they should be in within the month. The sunglasses were still on back order so I selected another sunglass instead which they stated should also be there around the time of the special lenses .. When the sunglasses came in they charged me an additional $100.00 which in all came to almost $600.00 and stated that it was because they were more expensive then the ones I picked origninally which did not seem right. the store was crowded and I had to get back to work so I left the store and called later that day. I was told that they should have only been $292.00 with all the credits and discounts. I was told I would have to wait to speak to my sales rep. After months of contacting the store still no resolution and never recieving my special lenses that I also paid for I filed a Dispute with my Flexible Spending account that I used. This is so unacceptable and after the issue was resolved with the FS account over 6 months ago now the company is saying I owe the money by sending threating letters. Truly horrible experienceDesired Settlement: I would like the issue resolved by having my account cleared as well as the negative remarks left on my account removed . I contacted a different location to make an appointment today and was told they there is a notation on my account that I can not make appointments and I would need to call [redacted] the manager at the Arden location which I have several times and ofcourse no call back. I want the account cleared of any debt since this was resolved by my credit card company

Business

Response:

I will respond to the complaint today....i've been out of the office and apologize for the delayed response.Sincerely,[redacted]

Business

Response:

Firstly, it's never our intention to create a less than desirable experience for our patients. The custom ordered lenses have been in the patient's chart since October 30, 2014. My staff have left several voice messages regarding the custom lenses being ready for dispense. Secondly, the patient's perception is that we were unable to meet their visual needs by offering the best services and products. In response to the patient's request, we are willing to negate the outstanding balance and return the custom ordered lenses to the appropriate lab. The patients records will be mailed and the patient's account will be closed.Sincerely,[redacted]

Consumer

Response:

Good Evening I apologize for the delay for some reason the email was sent to my spam folder, I located this email cleaning out my mailbox I do want to pursue the matter and the issue has not been resolved