We originally saw this patient at our [redacted] Office on 6/9/for an exam and contact lens fittingThe patient paid nothing out of pocket, utilizing vision insurance as well as a customer credit issued for her inconvenience from a previous visitOn 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 lensThe ordered pair of lenses was dispensed to the pt on 7/6/On 7/7/our staff noted that the pt contacted the office stating that she did not like the new rxOn 7/11/we ordered new pairs of trial lenses (One pair for distance and one pair for mono vision), hoping to solve the pts visual clarity issuesOn 7/24/of the pair of the trial lenses was dispensed to the ptThere was a delay with the most recent order of trial lenses, which we failed to communicate to the ptThe pt contacted our office on 8/to check on order status and vent frustrations***, 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 lensesThe 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 upThe pt was understandably frustrated about the miscommunication and long wait timeUpon speaking to the pt, I listened to her concerns and apologized for her negative experienceI also offered her a plan of rectification which included optionsOption 1: Full refund and full reinstatement of vision insurance benefitOption 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 ($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 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 I informed the pt that I would convey the details of our conversation and the extended rectification offers to the Revdex.com for referenceAlthough frustrated, the pt seems satisfied with the outcomeWe 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] ***
We originally saw this patient at our [redacted] Office on 6/9/for an exam and contact lens fittingThe patient paid nothing out of pocket, utilizing vision insurance as well as a customer credit issued for her inconvenience from a previous visitOn 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 lensThe ordered pair of lenses was dispensed to the pt on 7/6/On 7/7/our staff noted that the pt contacted the office stating that she did not like the new rxOn 7/11/we ordered new pairs of trial lenses (One pair for distance and one pair for mono vision), hoping to solve the pts visual clarity issuesOn 7/24/of the pair of the trial lenses was dispensed to the ptThere was a delay with the most recent order of trial lenses, which we failed to communicate to the ptThe pt contacted our office on 8/to check on order status and vent frustrations***, 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 lensesThe 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 upThe pt was understandably frustrated about the miscommunication and long wait timeUpon speaking to the pt, I listened to her concerns and apologized for her negative experienceI also offered her a plan of rectification which included optionsOption 1: Full refund and full reinstatement of vision insurance benefitOption 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 ($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 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 I informed the pt that I would convey the details of our conversation and the extended rectification offers to the Revdex.com for referenceAlthough frustrated, the pt seems satisfied with the outcomeWe 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] ***