New Vision Optica

Dear *** ***,
As promised here is the response letter to Subject, I have attached the documents:
1- Letter
2- Optician’s Codes
3- Patient Record (that *** *** for some benefit for her did not include in her claim)
Please let me know if you
have any questions
Kind Regards,
R*** F*
Nov01,
From: New Vision Optica R*** F* Tel: ###-###-#### 14th StNW Washington, DC
To: Revdex.com
K StNW, 10th Floor
Washington, DC 20005-
Phone: ###-###-####
Attn: *** *** ***
RE: Customer Information
*** ***
*** *** *** ** * ***
*** ** ***
Day Phone: ###-###-####
Evening Phone: ###-###-####
Email: ***@***org
ID # ***
Dear *** ***,
In regards to our conversation last week, as promised here is the response to the claim made by *** *** ***
*** *** came to our office on 6/21/to get a contact lens evaluation; she was seen by DrBruce L***, after the evaluation the optician MsHeidi L*** asked *** *** if she wanted to purchase the contact lenses at that time she confirmed, the sale price given was $for boxes of contact lenses which is a supply for six (6) months, she accepted and paid with a credit card
One week later R*** F* optician called *** *** to advise that her order of contact lenses have arrived and to arrange a pick up date/time, she agreed to pick up her order, she said that she will pick up on Sat06/28/she came and picked up her order at that time everything was fine and there was no complaint
On Sept04, *** *** called MrR*** requesting a receipt showing supply for yr, and she needed this to obtain reimbursement from her insurance company, at this time MrR*** explained to her that she did not buy supply for a year and that his professional work ethic would not allow him to this for her, not only that but also it would affect New Vision Optica’s accounting, MrR*** explained clearly that this is not possible
*** *** kept calling MrR*** between 15-times demanding a new receipt showing that he had sold her supply for months, but let me explain why that is not possible, all optical stores and doctors have a code sheet which each of them explain what they are, for this we used code # *** which is prescription fitting and dispensing of contacts, if she would have bought a year’s supply it would have been boxes and the price would have been $
*** *** keep insisting on New Vision Optica to issue a receipt for her reimbursement from her insurance company year supply, in our company we don’t have such a code, MrR*** has been more than willing to help *** *** he even went to the extend of writing on the copy of the receipt that this was a year supply, but at the same time he voided the receipt as a company we cannot just invent a new code, in our code sheet we don’t have such code, then I received a call from the insurance and they said to utilize *** for reimbursement which is their code for year supply, I explain to them again that we cannot do this because such code doesn’t exist in my services, even if they have a code for us is useless, I explain again to the Insurance and *** *** that I was only able to provide them with the receipt with the existing code that is on my list code # ***
On 9/20/*** *** showed up to our office New Vision Optica, with her friend “lawyer” to try to intimidate us and to try to force us to give her the receipt that she was seeking, she was very aggressive and screaming, disrespecting the employees and other patients what were the including children, MrR*** asked *** *** to please calm down that he will attend her briefly, but she did not hear reason, *** *** at time started to talk to the other patrons that were there, telling them that they should not buy from this store, that she had been ripped off, many of the clients there felt disrespected by her attitude and the children were even scared, this is no way to try to solve a dispute, we don’t appreciate her actions and even we have a witness that was there *** *** *** and her two kids that were there for an exam
MrR*** kept his calm, at came time to talk to her at time she demanded all the paperwork related to her file, we usually don’t do this for anybody as we never had to deal with such unreasonable person, but MrR*** was kind enough to give her copies which FYI she only presented the ones that taught would help her case, she did not present the record sheet in which is clearly stated that the supply sold is for 6months, at this time she also demanded that I give her the rest of the supply to complete a whole year, which means another boxes, by this time I had already received a letter from Revdex.com, I mentioned this to her and she said not to worry about this letter that she already had spoken with the person who submitted this letter I guess in this case that would be you?, and stating that this would not affect my company and the only thing that she wanted was the other boxes
In my many years in this business I have never came across a person that wants to double dip , basically wanting a reimbursement from her insurance but also wanting us to give additional months of contact lenses supply (boxes) this is not fair at all, *** *** has clearly tried to manipulate the original and true information in this case, which is completely clear I’m enclosing with this letter all the documentation that you can clearly see that we don’t have anything to hide, we work hard and honestly so a person who wants to take advantage of the situation wants to ruin our reputation, that is just not fair.
Just to be clear we sold *** *** a month supply, she knew she was buying month supply, at no time New Vision Optica forced “put a gun to her head” and said you MUST buy these lenses or else, we offered the products, the price was given, the enter into a contract when she made the purchase, and all the documentation clearly shows that we are telling the truth, if for any reason she made a mistake or was misinformed by her insurance company that is not at all our fault
We have acted in good faith and have always treated our clients with respect and in professional manner
If *** *** would have came to our office and politely requested to come into an agreement in which would have perhaps talk with the insurance to see what all can be done
In our eyes basically the way that this situation is being presented we find that *** *** is tying to double dip, meaning that perhaps her insurance had already reimbursed her for year supply which is $but you actually only paid for $(see receipts) also she is coming to us demanding that we give her more boxes of lenses
*** *** has stated in her complaint that she could have bought these lenses over the internet at a much less amount, that might be the case but how are we involved with that? We set our prices (we are not a wholesaler or a manufacturer) so we don’t know that her intensions were with this comment?
In regards to the desired outcome / settlement from *** ***
Let us clarify few points here:
I was told that these contact were ones that I could not order on my own
Sorry this is not true, is this the first time that *** *** buys contacts or anything at a store? We don’t force anybody to do anything we offer our services and products and it’s up the client to buy or not
2-I was told that I could not use my insurance to pay for the contact that I purchased
Here she clearly says that she purchased (not that we made her buy) she here says another claim that we told her that she couldn’t use her insurance, because we never say this to our clients, however we told her that we are out network supplier basically the client pay us and then they get reimbursed by their insurance, we did the right thing, we provided her with all the proper receipts
The contact lens company website states that a year supply is boxes (change lenses every two weeks) this office only gave me boxes and to me to change them every month
This is completely correct the website and we always and never denied that a year supply is boxes and that the lenses are to be changed every two weeks, and yes it is correct that we gave *** *** only boxes because that is what she purchased (see record sheet) copy attached
We have never and will never give the patient the wrong information, lets be real would it make more sense for us as a company to sell a year supply than to sell a month supply? Why would we tell our clients to buy less lenses and extend the use??? That just doesn’t make sense
4- This could explain why my eyes have been hurting since I stared wearing them
Let me explain something when we give the instructions to our clients we are clear and concise, it doesn’t mean necessarily that the clients are going to follow or misuse the directions, furthermore *** *** is not new using contact lenses she has been using them for a while so now she is trying to blame us why her eyes hurt? Also why is it that if her eyes were hurting since she started to used them she only contacted us months after she bought the lenses, this is another claim that doesn’t make sense, but even when she called MrR*** was not to complaint about the lenses bothering her but to demand a receipt, it is standard in this industry to give a day guarantee for the eye exam and for un-open unused contact lenses boxes to be exchanged, which we would have honored but even then she was over the limit
5- She also states that we wouldn’t give her a receipt or answer her calls
We are very reasonable and we think that we were over polite and understanding with *** ***, if we didn’t give her a receipt how come she included one with her claim? She stated that we wouldn’t answer her calls, we run a business not a calling center, we have other clients and duties, we are not just sitting waiting for *** *** to call us to demand fee boxes of lenses and to give her a falsified receipt
6- Desired Settlement: Refund
Our receipt clearly state that there are no Refunds, at this time as explained before we provided all the legal forms and receipt even though we did not have to do that, but the constant harassment on the phone and nasty visit where a couple of my clients walked out due to the violet approach showed by *** *** it is not about the extra boxes that *** *** is looking to score it is about the principle I believe that most of us still have that, doing what is right, besides it’s against our company policies to extend a refund after days, but even if we were remotely thinking about extending a refund we would request that all the intact boxes are brought to us which I don’t think she has because she has been using
We request that this matter gets resolved in a fair fashion we have taken advantage of any one here, and we are actually being victimized by *** *** demanding that we go against all principles and morals to obtain her benefits, we wish that this matter doesn’t get logged into your books or in the open as we have acted professionally and are not seeking to damage anybody’s reputation, in the contrary *** *** seeks to discredit out company without a legal or reasonable reason
Sincererly yours,
R*** F*
Optician
Tel: ###-###-####

Dear Sirs;The above patient is trying very hard to scam us to get a free Contact Lens Evaluation and Yearly supply of *** Color Blends Pure Hazel Disposable Soft Contact LensesShe came in to our Columbia Heights office, overtly nasty and aggressiveShe exclaimed that she gets a free Contact
lens Examination and a Years' worth of Contact Lenses at No Charge to her through her Medicaid planShe was told up front by our Optician that Medicaid does not pay for Contact Lens Examinations or for the Pure Hazel Disposable Contact Lenses she wantedShe was advised to contact Medicaid directly to verify this situation of what is covered and what is not coveredWe were hoping she would leaveI heard the entire discussion.When she was ushered back into my Examination Room, I personally told her that Medicaid did not cover Contact Lens Examinations or Contact LensesIt covers the basic Eye Examination (92004)As a friendly gesture, I could apply the Spaid by Medicaid on her Eyeglass Examination toward her SContact Lens ExaminationThere was no discussion of the cost of the Pure Hazel Contact Lenses she likesShe was agreeable to the $Professional Charge which would generate her new Eyeglass Prescription and the desired Contact Lens PrescriptionBecause of her disagreeable attitude, I was hoping that she would balk at our fees and walk outShe agreed to accept the $Professional charge on her total Eyeglass and Contact Lens Evaluations.The Examinations were honestly quite unremarkableTwo Prescriptions were determined that dayThe Two Prescription were written, and the patient was turned over to the Optician for payment and orderingI am unable to speak for the cost of the desired Contact Lenses, as I do not have the ability to orderIt is my understanding that she did not have finances to pay for the Contact Lens EvaluationIt is my understanding that she went to an ATM to secure the $Professional FeeIt is my understanding that she did not leave a deposit to get her Contact Lenses ordered.We separate the Professional Fees from Goods orderedIt is my understanding that she did pay the $Contact Lens Evaluation feeShe is welcome to have a copy of those Prescriptions written that dayThese are attached to her order fileShe is welcome to order her desired *** Color Blends Pure Hazel Contact Lenses from us or wherever she wants.The last telephone conversation I had with *** *** was quite disturbing.She just would not listenShe was screaming at me, and used disgustingly foul languageI told her would not talk with her unless she was civil.She hung up on me.Again, she is welcome to come by and pick up her Eyeglass Prescription and her Contact Lens Prescription.Sincerely,Bruce ** L***, O.D

[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:It is not completely factual I feel that the business owner has falsified documents, misstated details of occurrences, and is now attacking my personal character I will address issues that I have with the response in outline form by paragraphStarting with the paragraph that begins, "*** *** came to our office on 6/21/14..." The statement, "after the evaluation the optician MsHeidi L*** asked *** *** if she wanted to purchase the contact lenses at that time she confirmed, the sale price given was $for boxes of contact lenses which is a supply for six (6) months, she accepted and paid with a credit card." is untrue First, the owner (respondent) was not present at the time of this visit, therefore he could not know first-hand what was said at that time I do not know the name of the woman who took my order, so I will assume that the name given by the owner is correct MsHeidi L*** did ask if I wanted to purchase my contacts after my appointment I asked if they had them in stock and she told me that they did not I hesitated because I was completely out of contacts and wanted to ensure that I had a backup pair I asked about just getting my prescription so that I could try to buy them somewhere that did have them in stock She seemed bothered by this and acted as though she did not want to give me the prescription She then said that the contacts that were prescribed to me were a special type of contact that needed to be ordered She assured me that the contacts would come in quickly, so I agreed to order them at that time She then asked if I wanted to order a year supply (which I am not accustomed to since most offices carry most contacts on hand and I can just buy boxes as I need them) I asked how much it would be She checked something behind the counter and replied that the cost would be $ I asked if she could try billing my insurance company because I thought that at least a portion of the cost was covered by my insurance She replied that she could not do that Since I was going to be using my Health Spending Account and had more than enough to cover this, I agreed I used my Chase HSA Visa to purchase the contacts The receipt that I received stated only "$10" and then "Contact Lenses $220" I asked about the $charge and was told that that was the copay for my fitting (Please note that a subsequent statement will be referring to MsL***)
Next paragraph: I disagree with this entire paragraph because it is completely false The contacts did not arrive in a week After waiting about two weeks, I called to check into the status of my contacts and was told that they were on back-order I was assured that I would be called as soon as they arrived Please note that the dates stated in the response do not make sense My appointment was on 6/and the second paragraph states that I was called one week later and arranged to pick up my contacts on 6/ That is exactly one week to the day of my examination The response contends that I arranged a pidate of 6/on 6/ The truth is that my contacts did not come in until early July, or at least that when I was contacted that they were available for pick-up I specifically remember this because I was on local travel for work during this time and my company had rented a vehicle for me I stopped by in my work vehicle on my way to my field destination to pick up my contacts Dr*** should be able to confirm this as I had a discussion with him about the location where I was working because he used to live there (Columbia, MD) My visit to pimy contacts was my first interaction with MrR*** F* When he gave me the contacts, I noted that there were only boxes and made a remark about them being monthly contacts (since that is the only way they could have been a year supplycontacts per box per eye) He responded yes, so I took the contacts and left
Next paragraph: This paragraph is completely as well The response states that "On Sept04, *** *** called MrR*** requesting a receipt showing supply for yr, and she needed this to obtain reimbursement from her insurance company..." The fact is that my insurance company had confirmed for me that the business is listed as being "In-Network" and should have been able to bill them directly for $toward the purchase of contacts The insurance company instructed me to ask the business to submit a claim for the $and refund that amount to me (I'm sure that phone records can confirm this if needed) By September 4th, I had called New Vision Optica at least a dozen times to request this be done The first few times I called, I was told that the person that answered could not perform this type of authorization and that I would need to call back and speak with the owner I continued to call and finally was able to speak with MrR*** F* who stated that he needed to look at the records and would return my call He never did I continued to call and was told that the owner would call me back because he was the only one that could deal with the situation I finally had to physically go into the office to resolve the situation I encountered MrR*** F* (who at this point, I was still was unaware that he was the owner) and asked about the situation He informed me that although the evaluation by the doctor was covered "in-network", the supplies (contacts) were considered out of network I replied that someone should have called me back to tell me this and that I would not be returning as a customer
Next paragraph: By this point, I had spoken to the insurance company and they informed me that the doctor's visit at this location is covered as "in-network", but the company itself and anything that they sell is in-fact considered "out-of-network" I was told that I could still file an "out-of-network" reimbursement form for $ However, I was told that the original receipt that was given to me was insufficient I called about or times asking MrR*** F* for a new receipt, to which he asked me to send him a copy of my original receipt I was confused by this and asked 1) why he needed that and 2) why he coudn't just pull his own copy of the receipt I was told something about records being kept at another office location and being inaccessible As the conversation wore on, I just agreed to send a copy of the receipt I was told that he could only fax a copy of the new receipt to me Luckily I have a fax number through my company The new receipt was faxed to me on 9/4/for the exact amount that I paid stating a year supply I submitted the receipt with the out-of-network claim form to the insurance company on this date On 9/10, I checked with the insurance company because I had not received a response to my submission I was informed that the claim was denied before there was a code on the receipt that corresponded to the contact lens fitting but was listed in the line for the "year supply" of contacts The insurance company instructed me to contact the company to submit a new receipt with either A) the correct code or B) a receipt without the code that stated the quantity of contacts I then called MrR*** F* and stated this to him He promptly told me that he would not give me a new receipt because he "could not just keep writing new receipts for me" I tried to explain to him what the insurance company had told me, to which he began yelling at me He told me that he would not do anything until he spoke with the insurance company I then called the insurance company and asked that someone contact him to explain the situation I am not aware of what transpired between MrR*** F* and the insurance companyDuring the time that all of this transpired, I called the office to say that the contacts that were prescribed to me were bothering my eyes I was told by the person that answered that I would have to call back to speak with the doctor However, every time I called, the doctor was not in the office At this time, I began researching the new type of contact I was wearing as the ones that I had been wearing for years before never bothered me While on the manufacturer's website, I discovered that the contacts that I had bought were biweekly contacts and that I should have received twice the amount that I was given for a year supply This was the first time that I called MrF* regarding the inconsistency of my order When I first told MrF* of the problem, I mentioned to him that I had only received boxes of contact, but that the manufacturer's website stated that boxes were required for a year supply He was flustered at first and then said that that was the reason he had let MsL*** go...because she was messing up orders At this point was the first time that I was ever told that I had ordered a month supply instead of a one year supply and that they would not do anything to remedy the situationParagraph beginning "On 9/20/14..." WOW The imagination that this man has is amazing I did show up with my friend, who is a lawyer I wanted someone with me to witness what would happen when I presented my case to the owner There was one other person in the store that, as it turned out, worked there There were no children, no other customers; we were the only people in the store to be attended to My friend, who is actually a lawyer (we can provide documentation if necessary), asked for a pricing list since it is customary to charge different prices for different types of contacts We were presented with the same pricing list that was sent to you by the respondent For one, I have never been to any other eye care provider that had only one price for all types of contacts Secondly, as you can see, none of the prices corresponds to the price that I was given of $ All three prices are for year supplies and even if I were purchasing a month supply, why wouldn't it have been half the price of a year supply? Yes, I felt betrayed and cheated at this point and I made mention to him that I had checked his Yelp reviews to find a similar story and that I had written one myself At this point I told him that I would rescind the negative Yelp review if he would just give me what I was entitled to He said that he would give me EITHER the other four boxes of contacts OR the receipt for the insurance company....but not both I told him I didn't care...all I wanted was what I paid for He said that he would order the other four boxes, which he did...but before I could pick them up, this Revdex.com complaint had gone through and he told me to forget about the dealIn regards to the patient record document: All I can say is that I never saw anything past the top three lines The incident where I came with my friend to confront MrF* is the first I had ever heard or seen anything regarding this document It seems a little suspicious to me that a document for a regular order be marked as TYPE "week" CIRCLED And that in the comments section someone would write "ONLY boxesmonth supply (underlined)" and the date if it were a regular order Furthermore, I would like to know how MrR*** F*' handwriting became a part of this order when he wasn't even there that day
I don't know if I'm the first person that he's tried to pull this with I really don't know what I can say to convince you Pretty much everything MrF* wrote was not true or an exaggeration I have never had any issues with any medical providers But MrF* was not even present for some of the things that he is claiming to know His office hours vary depending on what day that you call His staff is never consistent, other than the doctor, who is only there certain days and times He blames other people and then takes it back I honestly just don't know what you can do against someone that is willing to yell at a patient, then flat out lie about them and the events that transpired, and finally forge documents I just don't think that he should be able to conduct business in this way I've never been to an eye doctor that had set of prices for all contacts And then issues a receipt that doesn't even match those prices and claims that I didn't even order from one of those prices And I've certainly NEVER had anyone yell at me and lie about me just to get out of paying what was clearly an ex-employee's mistake
*** ***, at this point, I don't expect to receive any compensation or retribution I would love the rest of my contacts, but if that can't be done, I would like that this incident is marked on the record of this company Hopefully they will understand the importance of pricing, record keeping and customer service after this incident However, I am concerned that this business may be taking advantage of those that don't know any better I apparently did not when I went in and trusted this company when they said they were trying to do the best to take care of my eyes Clearly, all they care about is the moneyPlease let me know if you need any clarification or if there is any other documentation that you require
Regards,
*** ***

Review: This company is terribly managed. They either don't seem to fully understand the processes involved with running their business in collaboration with insurance companies or they are blatantly lying. I was told that the contacts they had prescribed had to be purchased in-house and then was WAY overcharged for them. They also told me that I could not use my insurance to purchase them. When the owner is not around, nobody else knows how to run anything. Including ridiculous things like pricing of items in the store, which I believe is why I may have been so overcharged.Later, my insurance company told me that I could have used them to pay for the contacts, so I tried filing a claim to be reimbursed. The receipt had insufficient information to file a claim. I had to call over a dozen times to get a new receipt and at one point actually had to go to the office just to get some kind of response. They issued me a new receipt which had the wrong insurance code on it. When I called, the owner said the insurance company was wrong and that he was right and kept yelling at me telling me that he would not issue me a new receipt unless he spoke with the insurance company. The insurance company called me to let me know that I had to call the office to speak with the owner. The owner insisted that I send the last receipt for some reason. I told him that he had the only copy because they had faxed it to me. He said that they didn't have any way to retrieve it because they don't keep the receipts there. Luckily, I had saved a copy, printed it and faxed it to him. He had promised to send me a new one and never did. On top of that, he is now not answering the phone when I call.On top of all of this, the contacts prescribed to me are very uncomfortable and bother my eyes. I called a couple of weeks into wearing them and was told "Sorry, we don't issue refunds." These are my eyes!!Desired Settlement: I was told that these contacts were ones that I could not order on my own. I was also told that I could not use my insurance to pay for the contacts that I purchased. Not true. The contact lens company website states that a year supply is 8 boxes (change lenses every two weeks). This office only gave me 4 boxes and told me to change them every month. This could explain why my eyes have been hurting since I started wearing them. And now they won't even give me a receipt or answer my phone call.

Business

Response:

Dear [redacted],

As promised here is the response letter to Subject, I have attached the 3 documents:

1- Letter

2- Optician’s Codes

3- Patient Record (that [redacted] for some benefit for her did not include in her claim)

Please let me know if you have any questions.

Kind Regards,

R[redacted] F[redacted]

Nov. 01, 2014

From: New Vision Optica

R[redacted] F[redacted]

Tel: ###-###-####

3431 14th St. NW

Washington, DC 20010

To: Revdex.com

1411 K St. NW, 10th Floor

Washington, DC 20005-3404

Phone: ###-###-####

Attn: [redacted]

RE: Customer Information

Day Phone: ###-###-####

Evening Phone: ###-###-####

Email: [redacted]org

ID # [redacted]

Dear [redacted],

In regards to our conversation last week, as promised here is the response to the claim made by [redacted].

[redacted] came to our office on 6/21/14 to get a contact lens evaluation; she was seen by Dr. Bruce L. [redacted], after the evaluation the optician Ms. Heidi L[redacted] asked [redacted] if she wanted to purchase the contact lenses at that time she confirmed, the sale price given was $220.00 for 4 boxes of contact lenses which is a supply for six (6) months, she accepted and paid with a credit card.

One week later R[redacted] F[redacted] optician called [redacted] to advise that her order of contact lenses have arrived and to arrange a pick up date/time, she agreed to pick up her order, she said that she will pick up on Sat. 06/28/14 she came and picked up her order at that time everything was fine and there was no complaint.

On Sept. 04, 2014 [redacted] called Mr. R[redacted] requesting a receipt showing supply for 1 yr, and she needed this to obtain reimbursement from her insurance company, at this time Mr. R[redacted] explained to her that she did not buy supply for a year and that his professional work ethic would not allow him to this for her, not only that but also it would affect New Vision Optica’s accounting, Mr. R[redacted] explained clearly that this is not possible.

[redacted] kept calling Mr. R[redacted] between 15-20 times demanding a new receipt showing that he had sold her supply for 12 months, but let me explain why that is not possible, all optical stores and doctors have a code sheet which each of them explain what they are, for this we used code # [redacted] which is prescription fitting and dispensing of contacts, if she would have bought a year’s supply it would have been 8 boxes and the price would have been $320.00.

[redacted] keep insisting on New Vision Optica to issue a receipt for her reimbursement from her insurance company 1 year supply, in our company we don’t have such a code, Mr. R[redacted] has been more than willing to help [redacted] he even went to the extend of writing on the copy of the receipt that this was a year supply, but at the same time he voided the receipt as a company we cannot just invent a new code, in our code sheet we don’t have such code, then I received a call from the insurance and they said to utilize [redacted] for reimbursement which is their code for 1 year supply, I explain to them again that we cannot do this because such code doesn’t exist in my services, even if they have a code for us is useless, I explain again to the Insurance and [redacted] that I was only able to provide them with the receipt with the existing code that is on my list code # [redacted].

On 9/20/14 [redacted] showed up to our office New Vision Optica, with her friend “lawyer” to try to intimidate us and to try to force us to give her the receipt that she was seeking, she was very aggressive and screaming, disrespecting the employees and other patients what were the including children, Mr. R[redacted] asked [redacted] to please calm down that he will attend her briefly, but she did not hear reason, [redacted] at time started to talk to the other patrons that were there, telling them that they should not buy from this store, that she had been ripped off, many of the clients there felt disrespected by her attitude and the children were even scared, this is no way to try to solve a dispute, we don’t appreciate her actions and even we have a witness that was there [redacted] and her two kids that were there for an exam.

Mr. R[redacted] kept his calm, at came time to talk to her at time she demanded all the paperwork related to her file, we usually don’t do this for anybody as we never had to deal with such unreasonable person, but Mr. R[redacted] was kind enough to give her copies which FYI she only presented the ones that taught would help her case, she did not present the record sheet in which is clearly stated that the supply sold is for 6months, at this time she also demanded that I give her the rest of the supply to complete a whole year, which means another 4 boxes, by this time I had already received a letter from Revdex.com, I mentioned this to her and she said not to worry about this letter that she already had spoken with the person who submitted this letter I guess in this case that would be you?, and stating that this would not affect my company and the only thing that she wanted was the other 4 boxes.

In my many years in this business I have never came across a person that wants to double dip , basically wanting a reimbursement from her insurance but also wanting us to give additional 6 months of contact lenses supply (4 boxes) this is not fair at all, [redacted] has clearly tried to manipulate the original and true information in this case, which is completely clear I’m enclosing with this letter all the documentation that you can clearly see that we don’t have anything to hide, we work hard and honestly so a person who wants to take advantage of the situation wants to ruin our reputation, that is just not fair.

Just to be clear we sold [redacted] a 6 month supply, she knew she was buying 6 month supply, at no time New Vision Optica forced “put a gun to her head” and said you MUST buy these lenses or else, we offered the products, the price was given, the enter into a contract when she made the purchase, and all the documentation clearly shows that we are telling the truth, if for any reason she made a mistake or was misinformed by her insurance company that is not at all our fault.

We have acted in good faith and have always treated our clients with respect and in professional manner.

If [redacted] would have came to our office and politely requested to come into an agreement in which would have perhaps talk with the insurance to see what all can be done.

In our eyes basically the way that this situation is being presented we find that [redacted] is tying to double dip, meaning that perhaps her insurance had already reimbursed her for year supply which is $320 but you actually only paid for $220 (see receipts) also she is coming to us demanding that we give her 4 more boxes of lenses.

[redacted] has stated in her complaint that she could have bought these lenses over the internet at a much less amount, that might be the case but how are we involved with that? We set our prices (we are not a wholesaler or a manufacturer) so we don’t know that her intensions were with this comment?

In regards to the desired outcome / settlement from [redacted]

Let us clarify few points here:

I was told that these contact were ones that I could not order on my own

Sorry this is not true, is this the first time that [redacted] buys contacts or anything at a store? We don’t force anybody to do anything we offer our services and products and it’s up the client to buy or not.

2-I was told that I could not use my insurance to pay for the contact that I purchased.

Here she clearly says that she purchased (not that we made her buy) she here says another false claim that we told her that she couldn’t use her insurance, because we never say this to our clients, however we told her that we are out network supplier basically the client pay us and then they get reimbursed by their insurance, we did the right thing, we provided her with all the proper receipts.

The contact lens company website states that a year supply is 8 boxes (change lenses every two weeks) this office only gave me 4 boxes and to me to change them every month.

This is completely correct the website and we always and never denied that a year supply is 8 boxes and that the lenses are to be changed every two weeks, and yes it is correct that we gave [redacted] only 4 boxes because that is what she purchased (see record sheet) copy attached

We have never and will never give the patient the wrong information, lets be real would it make more sense for us as a company to sell a year supply than to sell a 6 month supply? Why would we tell our clients to buy less lenses and extend the use??? That just doesn’t make sense.

4- This could explain why my eyes have been hurting since I stared wearing them.

Let me explain something when we give the instructions to our clients we are clear and concise, it doesn’t mean necessarily that the clients are going to follow or misuse the directions, furthermore [redacted] is not new using contact lenses she has been using them for a while so now she is trying to blame us why her eyes hurt? Also why is it that if her eyes were hurting since she started to used them she only contacted us 2 months after she bought the lenses, this is another claim that doesn’t make sense, but even when she called Mr. R[redacted] was not to complaint about the lenses bothering her but to demand a receipt, it is standard in this industry to give a 30 day guarantee for the eye exam and for un-open unused contact lenses boxes to be exchanged, which we would have honored but even then she was over the limit.

5- She also states that we wouldn’t give her a receipt or answer her calls

We are very reasonable and we think that we were over polite and understanding with [redacted], if we didn’t give her a receipt how come she included one with her claim? She stated that we wouldn’t answer her calls, we run a business not a calling center, we have other clients and duties, we are not just sitting waiting for [redacted] to call us to demand 4 fee boxes of lenses and to give her a falsified receipt.

6- Desired Settlement: Refund

Our receipt clearly state that there are no Refunds, at this time as explained before we provided all the legal forms and receipt even though we did not have to do that, but the constant harassment on the phone and nasty visit where a couple of my clients walked out due to the violet approach showed by [redacted] it is not about the extra 4 boxes that [redacted] is looking to score it is about the principle I believe that most of us still have that, doing what is right, besides it’s against our company policies to extend a refund after 30 days, but even if we were remotely thinking about extending a refund we would request that all the 4 intact boxes are brought to us which I don’t think she has because she has been using.

We request that this matter gets resolved in a fair fashion we have taken advantage of any one here, and we are actually being victimized by [redacted] demanding that we go against all principles and morals to obtain her benefits, we wish that this matter doesn’t get logged into your books or in the open as we have acted professionally and are not seeking to damage anybody’s reputation, in the contrary [redacted] seeks to discredit out company without a legal or reasonable reason.

Sincererly yours,

R[redacted] F[redacted]

Optician

Tel: ###-###-####

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:It is not completely factual. I feel that the business owner has falsified documents, misstated details of occurrences, and is now attacking my personal character. I will address issues that I have with the response in outline form by paragraph.