Optic One Eye Care Centers of Spokane, PC

Please see attached letter we are sending to Mrs [redacted] via mailKindly make this part of the public record if neededWe are addressing her complaint and providing a 100% refund

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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.
 I have read the email from the owner of the company. I am satisfied with the explanation and appreciate the response and the assistance of Revdex.com.regards.

Please see attached letter we are sending to Mrs. [redacted] via mail. Kindly make this part of the public record if needed. We are addressing her complaint and providing a 100% refund.

Review: On 03/29/2013 I had a eye exam with Optic One, Dr. [redacted]. My insurance paid for the exam and I had a co-pay of $35. In that exam the doctor looked at an allergy problem and prescribed drops for eyes. I also was given refraction and fitting for contacts that I was not aware or told that my insurance did not cover and had to pay an additional $116. The doctor 100% assured me he would be able to put me in a better contact and improve my vision based on his examination and findings. The doctor gave me a sample to try of contacts he said would improve my vision and told me to try them for a few days to make sure they would work for me. The contacts gave me double vision and after calling Optic One and letting them know the issue with the contacts they brought me back in to see the doctor. The doctor gave me another pair of contacts to try and also inquired how the allergy problem was doing. The second pair of contacts gave me the same double vision but at a slight lesser degree and my right eye started hurting. I called Optic one again and explained the issue's. They brought me in again for a second follow up on the refraction and fitting. The doctor just asked me if my old contacts where working fine before I came in, I told him yes. He then said that we should just keep the same contacts I was using before I came in. During this visit while looking in my eye he said that he found a small sty that probably was the cause of the pain in the right eye. I went back to using the contacts I was using before the examinations. The follow ups for the contact fittings were covered under the initial cost of refraction and fitting which I paid in full the day of the examinations along with a co-payment of $35. A couple of weeks later I received an additional statement owing an additional $70 for two more co-payments after Optic One billed my medical insurance for two medical visits for the two follow up visits covered and paid in full under the initial refraction/fitting. Those two visits were billed wrong.Desired Settlement: I request a refund of the payment for the refraction and fitting of $116 dollars since they did not result in a contact that would improve my vision as Dr. [redacted] said he would do. At the very least I request a refund of the $70 co-payments from the result of the wrongfully billed medical visits for the two refraction/fitting follow ups.

Business

Response:

Review: I purchased a pair of glasses approx one year ago. A short time after I received the glasses the frame broke. I had a one year warranty on the glasses so I returned them and the frames were replaced (with a warranty fee that I was not expecting especially since I had the frames for only a very short time). Unfortunately, this was only the beginning. Once I received the glasses back a short time later the frames broke again (I believe it was 2 or 3 more times). I was told it was a manufacture issue and they would contact the manufacture to see what could be done. My frames were replaced with a different color and shortly after broke again. I was then given a different pair of glasses but when I got home and put them on the coating to the lenses were wrinkled and warped. I once again took the glasses back. I received another set of lenses and a short time later the frame again broke. I returned the glasses to once again have them repaired.

With each time that I have contacted Optic One and requested to have my glasses replaced from the first time the frame broke, it has taken up to several weeks and repeated calls to have the repairs done and/or my calls answered. Each time my glasses have been returned it has taken 2-4 weeks or longer to return them to me. For this reason I have not had an adequate pair of glasses and have been wearing the wrong prescription glasses for almost one year which has lead to frequent headaches. The defects in the glasses were not caused by improper use, I have been wearing glasses for 30 years and have never had a problem like this in the past.

Optic One currently has my glasses and they have had them for over one month. I have called and asked for a resolution to the defective glasses and was told I would receive a return call. I have not had a call. I again called this past week and asked for a call/resolution and have not had the courtesy of any contact from them.

I would like to have a pair of glasses with my current prescription that is of quality to last at least one year. My insurance will not assist with a purchase of another pair of glasses for another year (I am able to purchase a full set every 2 years). I would like Optic One to provide this or to refund the money of the cost of the glasses in full so that I may purchase them from a reliable company.Desired Settlement: I would like to have a pair of glasses with my current prescription that is of quality to last at least one year. My insurance will not assist with a purchase of another pair of glasses for another year (I am able to purchase a full set every 2 years). I would like Optic One to provide this or to refund the money of the cost of the glasses in full so that I may purchase them from a reliable company.

Business

Response:

To Whom It May Concern and to [redacted],

[redacted] purchased a pair of eyeglasses from Optic

One using her Vision Service Plan insurance benefit on 1/21/2014. The patient’s insurer had their third-party

lab make the lenses for the original order and VSP allows one lens remake. Optic One warranties frames for one year from

purchase for manufacturer defects after payment of a $15 fee to cover repair/ordering/shipping/handling. The frame warranty covers one-time repair or replacement

of the original frame sold. There is no frame

warranty coverage for damage due to misuse, or normal wear and tear.

Mrs. [redacted] wore her original pair of eyeglasses (a Fabio

905 frame) for nearly 3 months before she came into the office on 5/1/14 with a

broken right temple on her frame. An

outside lab was able to repair her frame which was re-dispensed on 6/4/2014.

On or about 8/26/14 Mrs. [redacted] notified us the repaired frame

had broken. We wanted to assist Mrs.

[redacted] in getting glasses she’d be happy with so we offered her several options:

1) We could again get her the same frame model in a different color as the original

color was no longer available, and trade her lenses into that new frame; 2) She

could select a similar frame and we could re-shape her lenses into that

different model frame; 3) we could give her 50% off a complete new set of a

different frame and lens of her choosing.

She elected to try a different frame (a Fabio 907 frame)

and the VSP lab provided replacement lenses under scratch warranty so Mrs.

[redacted] was dispensed an entirely new pair of glasses on 10/3/2014.

About two weeks later the eyeglasses were brought

into the office with striated marks in the lenses. We reordered the lenses from the VSP lab

again. The lenses and frame were re-dispensed on 10/29/2014.

On 11/14/2014 Mrs. [redacted]’s husband again brought her

glasses into the office. The front of the frame was broken. We advised Mr. [redacted] that we would do a

warehouse search to see if this frame was available.

On 12/1/2014 our staff member, [redacted], left a message for

Mrs. [redacted] at her telephone number on file that we were able to find a

replacement frame and it was brought into stock, but that the replacement

would not be covered under warranty as the warranty did not cover replacement

of replacements. We indicated we could

sell her the same frame at 20% off the retail price. We asked that she let us know how she wanted proceed.

At this point it appears there started to be a period of

miscommunication that has delayed resolution to this matter. We have no record of Mrs. [redacted] having

contacted the office recently. In order

to resolve the matter promptly, Optic One’s Director of Operations, [redacted],

will be contacting Mrs. [redacted] personally to determine a course of action that

will be satisfactory to her.

It is not typical that a customer has so many

difficulties with an eyeglasses order, but as you can gleam from the history,

Optic One has made diligent effort to provide Mrs. [redacted] with suitable eyewear. Unfortunately the involvement of a

third-party insurer-selected lab has contributed to delays outside of Optic One’s

control. We appreciate Mrs. [redacted]’s

patience in this matter as we appreciate he patronage of her and her family.

Sincerely,

Patient

Accounts Manager

Optic

One Eye Care Centers

Consumer

Response:

Revdex.com,I spoke with [redacted] at Optic One Eye Care Center. I have an appointment on February 2nd, 2015, to pick out a new frame and receive a pair of glasses at no charge to me. This is what I wanted and is an acceptable resolution to my complaint. Thanks for your assistance with resolving this matter.

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

I first went into Optic One on March 25 2015 to obtain an update Rx for my RGP monovision lenses. It was determined then that my current lens fit was good and that one lens was also good. Thus only one new lens need to be ordered. After a couple weeks the new lens arrived...it was the wrong prescription (labs fault or was it ordered wrong?). I then waited another few weeks and again, the prescription was wrong for a second time. The lens was then ordered for a third time but the doctor needed to speak with the lab which he indicated that would happen that day. Now over two weeks later I called to follow up and was told the doctor still had not contacted the lab.... Total time to date...it's been 2+ months and three 3+ visits to Optic One!! How can this business survive with this level of service? I've decided to take my business elsewhere. In my 20+ years of wearing contacts I have never ever had such poor and slow service. I'd request a refund but I'm afraid that may even take weeks....

I went into Optic One Eye care in February for my eye exam. I originally had great service. Since I had come wearing my contacts they did an exam with my contacts in. The doctor said that I was seeing 20/20 and there was no need for a new prescription. Since my prescription was fine the doctor said there would be no need to do a contact fitting. All I would need to do is send them my prescription and they would order my contacts. When I called about a week later to order my contacts I was advised that since this doctor was no longer with the company I would have to come in for a contact fitting and pay an additional copay of $40. I advised the associate that it didn't seem right that I would have to pay an additional fee because of the doctor's mistake. I made the appointment to come in for the contact fitting since I needed my contacts. When I went in on 3/25/14 I paid my $40 copay. As the doctor called me back to do my fitting I was advised that it would actually be $99 today. I stated to the representative that it must be a mistake as I have a $40 copay and offered to pull up my benefits. She stated that because I did not have the contact fitting the same day as the exam it would not be covered and I would have to pay the full $99. I explained to the representative that when I came in originally the doctor told me not to do a contact fitting and that it doesn’t seem fair that I am having to pay for their company's mistake. The representative was not willing to resolve this in anyway. The only thing she offered to do was to have her billing rep see if she could do anything after I had my appointment. I was not willing to continue with my appointment when I knew there was a chance I could be responsible for $99. This company was very unprofessional in my opinion.

Review: An employee convinced me to put a pair of glasses on my credit card with the promise the glasses would be acceptable for me. She promised if the company could not provide me with proper glasses that would work for me there would be no charge. The glasses did not work so I returned them. I spoke to a lab tech who said they did not have anything that would work for me. I asked for a refund and the company refused. They said they would refund the frames but not the lenses. I have no use for a pair of lenses. The employees did not care about the promise I was made by the worker, who was fired or let go for some reason. I feel they ripped me off intentionally and want all of my money refunded as the original seller promised. Thank you.Desired Settlement: I just want the company to put the entire amount of purchase back on my card like the original seller promised.

Business

Response:

Optic One maintains a no-return policy on eyewear as it is custom made to each patient's prescription. This policy is posted in the office and it also appears in the text of Authorization and Disclosure forms our customers sign. Ms. [redacted]'s claim that the employee who worked with her promised she could bring the glasses back for a full refund if she did not like them contradicts office policy and is not a claim substantiated by fact.

Ms. [redacted] ordered a pair of glasses with Transition lenses. After dispense of the product, Ms. [redacted] expressed dissatisfaction that the lenses did not darken sufficiently to her liking. The lenses were evaluated by the third-party lab that made them and they were found to be darkening properly. We offered to apply a tint to the lenses, at no charge, to make them as dark as she desired, but Ms. [redacted] declined that suggestion.

Ms. [redacted] demanded a refund for the eyewear and she was advised that a full refund would not be possible. We offered a partial refund for return of the frame, which was still in new condition and re-saleable, but Ms. [redacted] rejected that as well. She initiated a chargeback on the glasses with her credit card provider, and that credit provider reviewed the documentation and overturned the chargeback.

Since that time our office has discussed with Ms. [redacted] that we would be returning the lenses to her along with a refund for the returned frame. Before becoming aware of this complaint, we had re-evaluated that plan and mailed Ms. [redacted] a refund check in the amount previously discussed, along with the complete pair of eyeglasses in the hopes she could obtain some use out of them. This office has gone out of it's way to respond to Ms. [redacted]'s dissatisfaction by promptly responding to her concerns, offering reasonable options, and by ultimately making an significant exception to policy. We hope she is satisfied with the outcome.