Nationwide Vision Center

Nationwide says they let me keep the 3 pair of glasses for the loss of my lenses which "is not true".  nationwide also says the Kingman office will work with me & take care of this.  This is "not true".  I will explain how it really is.
My "glass" lenses that were not returned cost $700.  The clear "plastic lenses I ordered were not cut to fit the frames properly & fell out.  The dark tinted plastic lenses were to be as dark as the glass lenses in my frames.  They were not.  Nationwide could not match them but made them the color "they thought" would be okay & they do not fit my frames properly either.  They should have called & told me they couldn't make them as dark as I wanted & like my currant glasses were that they were to match & I would have cancelled my order. My frames & lenses I sent to them were good & are my currant glasses.  If they were not good frames Nationwide would not have taken them & tried to put lenses in them.  Nationwide agreed to refund my $139 for these 2 pair of glasses that are messed up.  The 3rd pair of glasses they are SAYING that they are 'ALLOWING ME TO KEEP is a pair of reading glasses & frames that Health Choice New Generations paid for"  They aren't giving them to me because of my lost lenses ! The office manager cannot help me as Nationwide says she will in their letter.  The manager already told me that Nationwide cannot tint the glass lenses like (mine) the ones they did not return, "they cannot do the process it requires" & that her supervisors & the district manager said the higher up at Nationwide said "THERE IS NO WAY THEY WILL REFUND ME MONEY OR TO PAY ANOTHER EYE GLASS CO. TO MAKE MY LENSES THEY DID NOT RETURN."  This is why I have contacted the Revdex.com.  I do not understand why Nationwide has a problem paying for something THEY LOST. My frames & glasses were good enough to send in when I ordered them but now Nationwide says my frames aren't any good.  Nationwide is in the wrong, "they messed up & did not return my glass lenses." The two pair of glasses in the frames are my currant glasses & nothing was wrong with them.  I am very unhappy with the way I have been dealt with at Nationwide.  They cannot make the lenses like the ones they did not return & I have been without my glasses since Sept. 16, 2015 .  I should not have had to contact Revdex.com.  I do not want to do business with Nationwide anymore. 
TO RESOLVE THIS :  I want a refund for the $139 for the glasses that were messed up & a refund for the amount of the quote I got for $394.40 to replace the glass lenses that were not returned so I can go to another company to have my glasses made.  When I got my quote they said my frames were fine & they would put the lenses in for me.  This problem could have been resolved by giving me a refund weeks ago & I wouldn't have had to deal with the head aches, incovience, & stress of not having my glasses all of this time, & wouldn't have had to ask Revdex.com for help in getting this problem taken care of.

Thank you for bringing this matter to our attention. We will engage the billing dept 1st thing today and get the resolution settled appropriately. I apologize for the delay and lack of communication from our team. When errors or concerns such as these occur, proper communication and making sure...

there is a full understanding of what has and will occur is the key to resolving the issues. Once again, thank you for reaching out to us via the Revdex.com.

Thank you for bringing this matter to our attention. The Corporate Office is not aware of any follow up correspondence since your original email. If there has been, and we have failed to reach out to you in error- we apologize. We have forwarded this concern to the Manager you spoke with. He...

will reach out to you shortly. We have also copied the District Manager for follow up. Your satisfaction is our top priority. Yes, while there is no such thing as "scratch proof" lenses, we do know the difference between "wear and tear" and a defective coating. We warrant lenses against defective coatings for 1 year but will always address concerns on a case by case basis. When in doubt, we favor the customer's side. If you do not hear from the Office or the District Manager by the close of business Monday- please call [redacted] and ask for the District Manager of the Desert Ridge location. Thanks you again for letting us serve you--

Hello [redacted] 

Thank you for allowing me the opportunity to clarify our response. Please call us at [redacted]nd ask to speak to me if this response is in any way  unclear OR satisfactory. While the Revdex.com is an excellent resource for both consumers and providers to resolve concerns, it cannot replace the benefit of you and I talking to each other. We are however respectful of the Revdex.com and obligated to respond through this resource if that is the method you choose. So- to hopefully be more clear- We will happily honor a free replacement of the lenses now AND anytime for the next 6 months if the lenses should be determined to be "defective". Defects refer to items similar to what you described. Of course scratches and damage are not covered as defective. I will however, at your request consider the lenses within the "paid" warranty period for 1 year from today under the normal terms of the warranty and any subsequent replacement of lenses due to normal wear and care. The warranty will charge a co pay for scratched or damaged lenses caused through routine wear and care. Effectively, this will "restart" your lens agreement, as you request, and give you the same provisions as a brand new pair of lenses. Please visit the location you received your service and they will take care of you. Again, call us if you need to discuss anything further. We hope this satisfies your concerns. Have a great day!

We tried to explain to Mr. Smith that if he purchases glasses and contacts his benefits do not cover the fitting fee. If he purchase contacts only, his benefits will cover the fitting fee. His benefits with his insurance coverages is better for glasses.  This is  determined by his...

insurance plan.

 

As for the case, we do not always receive branded cases with our brand name product. However,  I have located a Nike case that I will be mailing to his address.

Dear Mrs [redacted], Thank you for bringing this issue to our attention. It is my understanding that you have brought this issue to the office manager and they have investigated the insurance claim and the reasons for the claim denial with respect to the frame you selected....

Nationwide Vision is 100% committed to patient satisfaction. The claim authorization received from [redacted], your insurance carrier, included benefits for both frame and lenses. As you know, with all insurance claims, providers will file the claims with the reasonable expectation that the claim will be paid to the provider, Nationwide Vision in this case, as authorized. If for any reason, the Nationwide does not receive the claim reimbursement from [redacted], the patient is responsible for the unpaid amount of the claim. That said, it seems reasonable in this case that an error has occurred in the claim authorization process either by miscommunication, since this was a verbal authorization from [redacted], or [redacted] has denied the claim for some reason not yet stated. As of this response, I have contacted the billing department and asked that they rescind any outstanding balance of claim with respect to the amount owed. In good faith, we will investigate the issue further and determine the reason for the claim denial from [redacted]. On behalf of Nationwide Vision, we apologize and regret any grief this issue may have caused. As the #1 provider of eye care services in [redacted], we are proud not only of the service we provide but of our A+ rating with the Revdex.com. We are excited about our [redacted] office and hope that you will find our solution satisfactory. If we can be of any additional service please allow our team to assist you. Sincerely, Nationwide Vision

Dear[redacted], Thank you for making us aware of your concern. I apologize for any inconvenience you may have been caused due to the delay of your glasses. While we do inform our patients that typically, glasses take 7-10 working days, it is also true that most glasses come in much...

quicker than that (75% within 5 actual days or less, 90% within 7 working days). Investigating your concern found that indeed your glasses took the full time, even a few days beyond that, primarily due to the fact that the frame you selected was currently under re-supply and did not arrive at the lab until April 30- this is quite an unusually long delay for a re-supply order. We will not accept delays like this as excuses for missing expected delivery times. My understanding is that the lab "under order from Danielle" expedited your glasses and shipped them the same day they received the frame. Records show you received the glasses on May 2nd. Clearly longer than the anticipated time you were led to believe and more so disappointing in that you hoped they could be quicker. Your Optician, Danielle is also disappointed that you were not 100% happy with your experience. I understand she was of some additional assistance to you on or about April 24. She was quite complimentary of the experience with you and hopes that should you have any additional needs, she is and will continue to be there for you as she has been in the past.  While we will continue do our very best to meet each of our patients' needs. We expect and demand that our associates do all they can to make sure every experience exceeds expectations. We are disappointed when we fall short of those expectations and will continue to evaluate proper courses of action when we are aware of these circumstance. Thank you for the opportunity to respond. I will make sure that Danielle contacts you to make sure you are satisfied with your eye wear and address any additional needs. Nationwide Vision

Mr. [redacted] is having difficulty with his prescription.  There are other circumstances that are going on that he will need to address with optomolgist . Mr. [redacted] cannot return to the office at this time so we will refund is payment of $150.97.  This was all relayed to his wife.

[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.]

I have reviewed the initial response made by the business in reference to complaint ID [redacted] and will await the companies investigation results.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

We received the order to replace the scratched lens on 3/6 and sent to the store 3/7. The patient came back and we replaced the lense for her. The frame needed an adjustment that she chose to have done at her Dr.s office. The office called her 3/10 to follow up and was told by the patient...

that "no further communication is needed from Nationwide Vision."  We truly hope that we have met her needs  for her son.

Patient Services

After spending over 1000 dollars on glasses over the last few years, my last pair (paid 600+) the frames broke so I took them in figuring they would fix them for free or at least at their cost, they would not give me any break on the repair ( over 180.00 estimate) ...they can stick their customer service where the sun doesn't shine

Thank you for making us aware of your concern. I can assure you that we will reach out to you asap to assist you in resolving this matter. Due to privacy regulations I cannot detail those actions here but I do believe we have identified the location you went to in our records. The District...

Manager has been made aware of this notation and will reach out to you personally. If you do not here from her within 1 business day please call the Nationwide Vision Corporate Office at [redacted] and dial 0. Ask to speak to the District Manager of the location you went to and they will put you through to her. Once again- thank you for reaching out to us though the Revdex.com web page. Customer Satisfaction is always our top concern. - Nationwide Vision

Hello [redacted] 

Thank you for allowing me the opportunity to clarify our response. Please call us at [redacted]nd ask to speak to me if this response is in any way  unclear OR satisfactory. While the Revdex.com is an excellent resource for both consumers and providers to resolve concerns, it cannot replace the benefit of you and I talking to each other. We are however respectful of the Revdex.com and obligated to respond through this resource if that is the method you choose. So- to hopefully be more clear- We will happily honor a free replacement of the lenses now AND anytime for the next 6 months if the lenses should be determined to be "defective". Defects refer to items similar to what you described. Of course scratches and damage are not covered as defective. I will however, at your request consider the lenses within the "paid" warranty period for 1 year from today under the normal terms of the warranty and any subsequent replacement of lenses due to normal wear and care. The warranty will charge a co pay for scratched or damaged lenses caused through routine wear and care. Effectively, this will "restart" your lens agreement, as you request, and give you the same provisions as a brand new pair of lenses. Please visit the location you received your service and they will take care of you. Again, call us if you need to discuss anything further. We hope this satisfies your concerns. Have a great day!

The coupon was for (and states) dialation and eye exam. Patient refused dialation so price reverts back to regular price.. However, we have already refunded the difference on June 21st to patient.

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

  I was contacted today by Seth at Nationwide Vision.. I went to where I bought the glasses on Tatum Blvd.  Seth was super nice, he took care of me and everything is straightened out.   I want to thank Nationwide Vision and especially Seth.  
                                                  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I received message/voice mail from Nationwide. I will pick up glasses tomorrow.Thank you very much. 

Regards,

Thank you for the opportunity to correct and/or respond to this customers' concern. As stated Mr [redacted] was re-examined by the Doctor and a new Rx was determined according the the customers request. As of today, The customer has been informed (on 3/11/2015) that the new Rx was received in office...

and is awaiting his arrival. If for any reason Mr [redacted] is dissatisfied, Nationwide Vision will appropriately refund not only cost to the customer but re-instate the benefits as directed. I have copied this repsonse to the District Manager and the office manager in hopes of making sure Mr [redacted] receives the service he deserves.

The District Manager and/or store manager is attempting to call this customer to make some arrangments.

We have received one box of contacts, 2nd box  on backorder. Manager spoke to patient 4/29. We have offered him two more boxes or a pair of sunglasses at no charge for the delays.