New York Optical

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowThe owner of NY Optical stated in his response, "The customer wanted to use her own frame when she was selecting glasses." This is falseI purchased frames at NY Optical and have the receipt to prove it--attached to this messageI paid over $out of pocket for these frames and lensesThis blatant lie by the business owner just proves that this business does not keep proper patient records and lacks satisfactory customer serviceWhen I first received these new frames and lenses, the lenses were distorted and I had to wait another week or two for new lenses to be sentThe lenses would get scratched much too easily or distortions would appear in the lenses after a month or twoAfter one visit I noticed that the earpiece was not set on the side piece properly and I had to go back to have it adjustedIt is my opinion that I was never fitted properly for these frames and they were too narrow for my head/face, causing constant stress on the lenses, resulting in the distortionsThe scratches that would easily and quickly form on the lenses was due to the inferior quality of the scratch resistant coating used by the insurance company's labSince it was the insurance company I had an issue with in regards to this, and was not getting a satisfactory response from them, I asked for my patient records (including "job sheets") from NY OpticalI was refused, even when I suggested the owner black out any proprietary information I should not be privy toI was still refusedA year after first visiting NY Optical I am still trying to work with the insurance company to be reimbursed for the out of pocket expenses for glasses that I had to abandon after seven monthsAs I stated in the past, I will NEVER patronize NY Optical again, or recommend it to othersIf I hear of someone expressing a desire to do business with NY Optical, I will tell them about the seven visits I had to make in six months due to the poor quality of materials and customer service Regards, [redacted]

The customer’s insurance company has a policy of providing their own lenses for eye wear purchased The customer wanted to use her own frame when she was selecting glasses The lenses that came in from the insurance company contained stress marks causing distortion, which we gladly reordered at least three times for herSeveral months later, the customer requested that her medical records be sent to her by mail, to which we happily obliged Additionally, she also requested each date she was in our store to request new lenses Customer was provided by phone and email all the dates we had on record The customer followed up by requesting “job sheets.” The “job sheets” the customer is referring to are proprietary work orders that are not considered a part of the patient’s medical records and exist solely to facilitate the production of required hardware between the lab and the officeThese records contain negotiated rates and trade information on them and are not the property of the customer The insurance company has records of the “job sheets” that exclude the proprietary information, and she was advised to contact them directoryThe customer was still unsatisfied with this explanation, however every document that belongs to the patient, and every record with the exception of the proprietary “job sheets” have been relayed to the customer by various methods

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The owner of NY Optical stated in his response, "The customer wanted to use her own frame when she was selecting glasses." This is false. I purchased frames at NY Optical and have the receipt to prove it--attached to this message. I paid over $200.00 out of pocket for these frames and lenses. This blatant lie by the business owner just proves that this business does not keep proper patient records and lacks satisfactory customer service. When I first received these new frames and lenses, the lenses were distorted and I had to wait another week or two for new lenses to be sent. The lenses would get scratched much too easily or distortions would appear in the lenses after a month or two. After one visit I noticed that the earpiece was not set on the side piece properly and I had to go back to have it adjusted. It is my opinion that I was never fitted properly for these frames and they were too narrow for my head/face, causing constant stress on the lenses, resulting in the distortions. The scratches that would easily and quickly form on the lenses was due to the inferior quality of the scratch resistant coating used by the insurance company's lab. Since it was the insurance company I had an issue with in regards to this, and was not getting a satisfactory response from them, I asked for my patient records (including "job sheets") from NY Optical. I was refused, even when I suggested the owner black out any proprietary information I should not be privy to. I was still refused. A year after first visiting NY Optical I am still trying to work with the insurance company to be reimbursed for the out of pocket expenses for glasses that I had to abandon after seven months. As I stated in the past, I will NEVER patronize NY Optical again, or recommend it to others. If I hear of someone expressing a desire to do business with NY Optical, I will tell them about the seven visits I had to make in six months due to the poor quality of materials and customer service.  Regards,  [redacted]

The customer has a very high prescription which results in a heavier and thicker lens which she was advised regarding.  The customer wanted a fully rimless frame which was discouraged by our optician due to the risk of lenses falling out and the visibility of the lenses. However, the customer...

insisted on that particular frame.  Additionally, the customer’s insurance company has a thirty day period during which she must decide if she is satisfied with the glasses or not, which she did not do.   Additionally all receipts contain information regarding the 30 day return/exchange period, which was also ignored by the customer. Customer requested a replacement warranty on the glasses in October 2015 as well, so she has received a replacement pair at this point.  As per the customer’s insurance, she is not allowed to change the frame during the warranty process. Since services have been rendered and are beyond the allowed dates for refund/return, we are willing to offer $150 future credit to be used towards frames and lenses for her.

The customer’s insurance company has a policy of providing their own lenses for eye wear purchased.  The customer wanted to use her own frame when she was selecting glasses.  The lenses that came in from the insurance company contained stress marks causing distortion, which we gladly...

reordered at least three times for her. Several months later, the customer requested that her medical records be sent to her by mail, to which we happily obliged.  Additionally, she also requested each date she was in our store to request new lenses.  Customer was provided by phone and email all the dates we had on record.  The customer followed up by requesting “job sheets.” The “job sheets” the customer is referring to are proprietary work orders that are not considered a part of the patient’s medical records and exist solely to facilitate the production of required hardware between the lab and the office. These records contain negotiated rates and trade information on them and are not the property of the customer.  The insurance company has records of the “job sheets” that exclude the proprietary information, and she was advised to contact them directory. The customer was still unsatisfied with this explanation, however every document that belongs to the patient, and every record with the exception of the proprietary “job sheets” have been relayed to the customer by various methods.