My Eye Dr

I believe their was a miscommunication with our communication center who scheduled the appointment and the Silver Spring locationIt looks like the appointment was on January 15th, They left a note under the patients profile but it wasn't very detailed about what was discussedI think this
was a huge misunderstanding. Unfortunately, the type of contacts lenses that our patient wears does not qualify for the $promotion, instead it would have been $Given the circumstances that have occurred, we would honor the $promoI understand the patient is upset and wants no further contact but if she changed her mind she can call the office at ###-###-#### and ask for Joey, the general managerI hope this resolution is acceptableMyEyeDris committed to working in concert with the Revdex.com to ensure that any and all consumer concerns receive a response and resolutionThe patient may also contact me directly at ###-###-####

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactoryHowever, I have moved on and will no longer be getting services from MyEyeDrI strongly suggest that the employees be trained to properly document important conversations for anyone else to find and that the in-store employees know how they can deescalate rather than escalate a situation, especially with a long standing customer
Regards,
*** ***

March 11, Dear *** ***:
This letter is in response to the above referenced Case # involving consumer *** *** *** and her complaint regarding our Springfield, VA office in the *** ***Due to HIPAA guidelines concerning protected health
information I cannot provide a copy of *** ***’s vision insurance benefit details or her invoiceHowever, *** *** received three examination services in her visit to our office - a comprehensive eye examination, refraction, and spherical contact lens examinationWe assessed a $cost for the comprehensive eye examination, $cost for the refraction, and $for the spherical contact lens examinationIn reviewing her available vision insurance benefits, *** *** is entitled to a comprehensive eye examination and refraction once every calendar year - use of this benefit requires that the service provider collects a $copaymentUnfortunately, Mrs, Phimmasone does not have an available benefit for a contact lens examinationBecause there was not an available benefit, our associates did apply a discount (as a courtesy) of 15% to the usual and customary cost of $for the contact lens examinationThe application of this 15% discount resulted in a $reduction in costThe combined cost of all services after the application of her available benefits and our internal discount was $107.75While I regret that *** *** was not provided a clear explanation of costs, our associates did assess the correct cost for the comprehensive eye examination and refraction in collecting the $copayment as stipulated by her vision insurance benefitsThe cost of the contact lens examination was discounted with the intent of providing value to *** *** because there was no vision insurance benefit to apply,
In regards to *** ***’s claim that the doctor who rendered the examinations is not credentialed with *** ***’s insurance, I have spoken to our Managed Care department and confirmed that the doctor is credentialed and authorized to submit claims for the use of member benefits,
Unfortunately, I cannot meet *** ***’s request for a refund of the costs she incurred for the examinations because the services were rendered*** *** may receive copies of the examination record, her prescriptions, and she is entitled to follvisits to modify the prescription if necessaryIf I may be of any additional assistance regarding this matter please contact by phone at ###-###-#### or via emaii at ***@myeyedr.comRegards,
Pierre E
Customer Service Manager

[A default letter...

is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's...

response.  If you wish, you may update it before sending it.]
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, nobody has yet to contact me.
Regards,
[redacted]

MyEyeDr. was unable to order the requested materials as the manufacturer discontinued the product.  While we regret neglecting to inform Mr. [redacted] of our inability to source the product, he was provided a full refund ($84.80) of the cost he incurred.

I corresponded with [redacted] via email and made arrangements for her to visit our office in Sterling, VA.  In coordinating with the production laboratory and the office manager, we were able to produce the eyeglasses using a new frame and deliver the completed order to [redacted].

In reviewing the patient's record I did see the transactions for the eye exam co-payment was $10, the retinal photos were $27 and the lenses co-payment was $10. When the new frame was selected there was a $10 difference. The location did write the $10 off. We do not refund for any professional...

services because they have been provided to the patient. We felt it was in the best interest of the patient to not charge the $10. On behalf of MyEyeDr., as a company, we apologize for the lapse in service that he endured. It is never our intent to inconvenience or frustrate our patients. I will share his message with the district manager and upper management. We take our patient's feedback very seriously and will ensure that we deliver retraining so that every patient receives the appropriate service and care to meet their needs.

[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 new pair of glasses must be worn at the tip of my nose in order for me to see properl and without getting dizzy.  I have sent an email to Maggie to discuss by phone tomorrow.
Regards,
[redacted]

We provided [redacted] with multiple reproductions of the eyeglasses and follow-up examinations.  While we regret that [redacted] was unwilling to explore any of the options we provided in an effort to resolve her concerns, we cannot provide a refund for the prescription materials.  Even...

though we could not meet her expectation for a direct refund, we did offer to provide a store credit for the value of the eyeglasses that did not meet her expectations.

I apologize that you have not received a reply from MyEyeDr. I have forwarded the complaint to our district manager for that particular region and asked her to investigate this. MyEyeDr. is committed to working in concert with the Revdex.com to ensure that any and all consumer concerns...

receive a response and resolution. I will try to have resolution for you by Friday, November 24, 2017. Thank you so much.

In reviewing the patient's record, I determined that MyEyeDr. did make a $559.00 pair of designer eyewear at no charge to the patient for all the inconvenience. When the patient selected her new eyewear, it was discussed that no further refunds would be made. We felt it would be in her best interest...

to take advantage of the courtesy pair of eyewear versus the refund and the patient did agree. My EyeDr. is committed to working in concert with the Revdex.com to ensure that any and all consumer concerns receive a response and resolution. The patient may contact me directly at [redacted]x[redacted] or the district manager at [redacted] or via email at customerserviceinquiries.com.

In reviewing the patient's record, I determined that MyEyeDr. did make three pair of glasses. I apologize that our patient is still having concerns. We will be happy to provide a refund for the glasses if she would like to return them. After receipt of the eyewear, our corporate location will mail a...

check to the patient. MyEyeDr. is committed to working in concert with the Revdex.com to ensure that any and all consumer concerns receive a response and resolution. The patient my contact me directly if there are any outstanding concerns by phone at [redacted] x [redacted] or via email at [email protected]. Tell us why here...

The complaint, complaint #[redacted] has been resolved.  Thank you.

Dear [redacted]:This letter is in response to the above referenced Case # involving [redacted] on behalf of customer [redacted] and her complaint regarding our Germantown, MD office on [redacted].In reviewing [redacted]’ invoice, it appears that we initially assessed a cost of $110.00 for...

the eyeglasses. Upon receiving a call, our associates modified the order to remove the anti-reflective coating and adjusted the credit card transaction from $110.00 to $65.00; I have included this documentation in the delivery of this response.We received a call from [redacted] on December 7 regarding the incorrect cost we assessed. Even though our records indicated that we had adjusted the transaction accurately on October 10, we agreed to facilitate a refund of $45,00 to a [redacted] credit card on December 7.

May I please be provided with the patient's name and date of birth so that I may investigate this.

We provided [redacted] with a new eye examination (at no cost) in our Frederick office ([redacted]) on April 14.  Following the examinaiton and change in prescription, we reproduced [redacted]'s eyeglasses (at no cost) and dispensed the eyeglasses to him on April 24. ...

While we regret the difficulties he encountered in our [redacted] in Frederick, we believe [redacted]'s concerns have been addressed in the provision of a new examination and reproduction of eyeglasses.

The glasses were reordered on February 27th and the estimated time of delivery is March 13th at the latest.

Our advertising is accurate as we do welcome all insurances.  It does not state that we accept them all.  When insurance details are provided to us, we work with the provider in every attempt to have the service covered.  When this does not happen, our offices work with all patients...

to provide discounts on services and products offered.  We welcome you to visit our office to see what options are available to you. MyEyeDr. is committed to working in concert with the Revdex.com to ensure that any and all consumer concerns receive a response and a resolution. y here...

Could you please send the original complaint. Thank you. Tell us why here...