We originally saw this patient at our [redacted] Office on 6/9/17 for an exam and contact lens fitting. The patient paid nothing out of pocket, utilizing vision insurance as well as a customer credit issued for her inconvenience from a previous visit. On that date we ordered a pair of trial...
(diagnostic) contact lenses based on the Drs findings and refraction on that date. At that time, the pt was advised that the type of lens that her rx requires is a custom made lens (made to order) and will take much longer to arrive than a typical contact lens. The ordered pair of lenses was dispensed to the pt on 7/6/17. On 7/7/17 our staff noted that the pt contacted the office stating that she did not like the new rx. On 7/11/17 we ordered 2 new pairs of trial lenses (One pair for distance and one pair for mono vision), hoping to solve the pts visual clarity issues. On 7/24/17 1 of the 2 pair of the trial lenses was dispensed to the pt. There was a delay with the most recent order of trial lenses, which we failed to communicate to the pt. The pt contacted our office on 8/29 to check on order status and vent frustrations. [redacted], the store manager spoke to the pt to try to apologize for the miscommunication and solve the issue. [redacted] suggested that the pt purchase glasses (we advise all contact lens patients to keep a current pair of glasses in case of emergency or an eye infection) in the mean time since we are having trouble successfully fitting contact lenses. The pt was unhappy with this suggestion, stating that her insurance would not cover the glasses because she was preserving her benefit for contacts. [redacted] also informed the pt that we were able to give her a pair of trial lenses that would work for her, available for immediate pick up. The pt was understandably frustrated about the miscommunication and long wait time. Upon speaking to the pt, I listened to her concerns and apologized for her negative experience. I also offered her a plan of rectification which included 2 options. Option 1: Full refund and full reinstatement of vision insurance benefit. Option 2: Pick up available pair of trial lenses, if they don't work for her, we will make her a pair of glasses at no charge ($70.00 frame and base lenses). If the contact lenses do in fact work for her then we would not comp a pair of glasses for her, instead we would extend a 25% discount on a 1 year supply of contact lenses once her rx is finalized. The pt was also advised that upon agreement to option 2, that would nullify any refund offer and make the sale final (services rendered). The patient elected to take option 2. I informed the pt that I would convey the details of our conversation and the extended rectification offers to the Revdex.com for reference. Although frustrated, the pt seems satisfied with the outcome. We want to do whatever we can to solve this pts vision situation and retain her business. [redacted]
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.
Sincerely,
[redacted]
Mr [redacted] came in to our [redacted] location to purchase eyewear on 2/13/17 using his 3rd party insurance ([redacted]). After making his initial selection, Mr [redacted] contacted us to inform us that he wanted to change his frame choice. Per our 30 day satisfaction guarantee, we accommodated the request...
and processed the remake for him on 2/20/17. At a later date, Mr [redacted] contacted us again to inform us that he wanted to change his frame choice for a second time. We informed Mr [redacted] that his insurance company does not cover another frame change (lenses would be out of pocket in conjunction to the new frame cost difference). In this case we attempted to offer the patient a 50% discount on his out of pocket cost for the replacement lenses to help to preserve the relationship. Mr [redacted] declined that offer, stating that he was unsatisfied and he would no longer continue doing business with us.As a 3rd party biller, it is ultimately the patents responsibility to know and understand the details of their individual plan, per their contractual agreement. We contacted [redacted] to inform them of the situation and to inquire about any further potential rectification that they would recommend. [redacted] confirmed that we handled the situation in accordance with their policies and it would ultimately be the patients responsibility for any further remakes of the glasses. Upon speaking with [redacted], I contacted the patient to convey this information to him, as well as offer an additional rectification plan. In light of our good standing with The Revdex.com and fair business practices, we offered to remake Mr [redacted] lenses one last time, at no charge, providing that he understands that this would be the last complimentary remake of any kind, and it would nullify any further warranty coverage or refunds. Mr [redacted] agreed to this deal, stating that he is now satisfied. [redacted]
We originally saw this patient at our [redacted] Office on 6/9/17 for an exam and contact lens fitting. The patient paid nothing out of pocket, utilizing vision insurance as well as a customer credit issued for her inconvenience from a previous visit. On that date we ordered a pair of trial...
(diagnostic) contact lenses based on the Drs findings and refraction on that date. At that time, the pt was advised that the type of lens that her rx requires is a custom made lens (made to order) and will take much longer to arrive than a typical contact lens. The ordered pair of lenses was dispensed to the pt on 7/6/17. On 7/7/17 our staff noted that the pt contacted the office stating that she did not like the new rx. On 7/11/17 we ordered 2 new pairs of trial lenses (One pair for distance and one pair for mono vision), hoping to solve the pts visual clarity issues. On 7/24/17 1 of the 2 pair of the trial lenses was dispensed to the pt. There was a delay with the most recent order of trial lenses, which we failed to communicate to the pt. The pt contacted our office on 8/29 to check on order status and vent frustrations. [redacted], the store manager spoke to the pt to try to apologize for the miscommunication and solve the issue. [redacted] suggested that the pt purchase glasses (we advise all contact lens patients to keep a current pair of glasses in case of emergency or an eye infection) in the mean time since we are having trouble successfully fitting contact lenses. The pt was unhappy with this suggestion, stating that her insurance would not cover the glasses because she was preserving her benefit for contacts. [redacted] also informed the pt that we were able to give her a pair of trial lenses that would work for her, available for immediate pick up. The pt was understandably frustrated about the miscommunication and long wait time. Upon speaking to the pt, I listened to her concerns and apologized for her negative experience. I also offered her a plan of rectification which included 2 options. Option 1: Full refund and full reinstatement of vision insurance benefit. Option 2: Pick up available pair of trial lenses, if they don't work for her, we will make her a pair of glasses at no charge ($70.00 frame and base lenses). If the contact lenses do in fact work for her then we would not comp a pair of glasses for her, instead we would extend a 25% discount on a 1 year supply of contact lenses once her rx is finalized. The pt was also advised that upon agreement to option 2, that would nullify any refund offer and make the sale final (services rendered). The patient elected to take option 2. I informed the pt that I would convey the details of our conversation and the extended rectification offers to the Revdex.com for reference. Although frustrated, the pt seems satisfied with the outcome. We want to do whatever we can to solve this pts vision situation and retain her business. [redacted]
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.
Sincerely,
[redacted]
Mr [redacted] came in to our [redacted] location to purchase eyewear on 2/13/17 using his 3rd party insurance ([redacted]). After making his initial selection, Mr [redacted] contacted us to inform us that he wanted to change his frame choice. Per our 30 day satisfaction guarantee, we accommodated the request...
and processed the remake for him on 2/20/17. At a later date, Mr [redacted] contacted us again to inform us that he wanted to change his frame choice for a second time. We informed Mr [redacted] that his insurance company does not cover another frame change (lenses would be out of pocket in conjunction to the new frame cost difference). In this case we attempted to offer the patient a 50% discount on his out of pocket cost for the replacement lenses to help to preserve the relationship. Mr [redacted] declined that offer, stating that he was unsatisfied and he would no longer continue doing business with us.As a 3rd party biller, it is ultimately the patents responsibility to know and understand the details of their individual plan, per their contractual agreement. We contacted [redacted] to inform them of the situation and to inquire about any further potential rectification that they would recommend. [redacted] confirmed that we handled the situation in accordance with their policies and it would ultimately be the patients responsibility for any further remakes of the glasses. Upon speaking with [redacted], I contacted the patient to convey this information to him, as well as offer an additional rectification plan. In light of our good standing with The Revdex.com and fair business practices, we offered to remake Mr [redacted] lenses one last time, at no charge, providing that he understands that this would be the last complimentary remake of any kind, and it would nullify any further warranty coverage or refunds. Mr [redacted] agreed to this deal, stating that he is now satisfied. [redacted]