Petrou Eye Care

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Ms [redacted] requested a contact lens evaluation with me during her eye exam.  I informed her that her vision benefit plan allows some benefit towards her CLs and eval and she could verify the details at the front desk and she agreed, so I preformed the initial CL eval and ordered trial CLs...

and asked her to schedule a time to return for the remainder of the eval when we insert the CLs in her eyes and test for healthy fit and clear vision.  All CL follow ups are included in the one eval fee set by her vision Eye med plan.  She discussed wanting new glasses with my staff and they explained to her and her husband at length what their benefits were and how to maximize their use with what they were requesting to purchase.  They did return to cancel Mr [redacted]'s order, which was not a problem, and then she must've later changed her mind about the CL eval, which was started and work had already been done for this service. We well understand that insurance plans are complex, and people can be disappointed get confused about their plan details.  We are always up front with the what we know about a patients plan, and do our best to help them understand and maximize their benefits.  Some plans are non-transparent even to us, and we often spend hours dealing with insurance plan customer service folks who give us incorrect or contradictory information.  We are happy to provide the service of assisting patients to understand their plan details as much as we know.  However, knowing one's plan and responsibilities is ultimately the duty of the recipientAs requested, a check was cut by accounting for the $72 and change, and Mrs [redacted] said her husband would stop in 8-18-17 to pick it up.  It is still waiting for them at the front desk. Thanks, and please let me now if you have any additional questions-  [redacted], OD.

Review: I went to Petrou Eye care to get some glasses for low vision. I bought sunglass and a magnifying glass from them and I was happy with the products. I have no complaint about them. Dr. [redacted] showed me an example of a lens on a wand with yellow glass that seemed to bring the print forward so that I could read better. The lens seemed to work very well, so I went ahead and purchased 2 pairs of glasses with the lenses, one for computer use and one for print reading. She told me that I had to get the glasses from Petrou Eye Care because they were the only place I could get this product. I got the computer use glasses within 2 weeks and they were really great and I was very pleased. But the reading glasses did not come in. After about 4 weeks, I called them and they checked with lab and said they were not done yet. A couple days later they called and said they came in. I went in to get them and tried them on. There was no change from my normal reading glasses. The technician told me that they didn't put "no glare" or "polarizing" on the glasses, so they sent them back. I waited another 3 to 4 weeks and when I finally got them, they seemed exactly as before. They didn't work any better than my normal reading glasses. I was unhappy with them so I took them to my eye doctor. A technician at my ophthomologist's office checked them and told me the prescription was exactly the same as the reading glasses I had before. I called Petrou Eye care and told them this information. I spoke with [redacted] at Petrou and he said he would call the lab to see if they could do anything for me. He said he would call me back in 2 days. He never called me. I called Petrou and they didn't answer my call. I called several times the following day and they didn't answer the phone. I called the following Monday several times and there was no answer. I had my son call and there was no answer. I then had a friend of my son's call from his cell phone and they answered right away. This leads me to believe that they were screening their calls and not taking any from me. My son's friend handed me his phone, which was on speaker. I spoke with [redacted], a technician. She told me, "We can't help you, you have low vision". (Low vision is supposed to be their specialty) I asked her to send the glasses back to the lab and have them checked. She said no, that there was nothing more they could do. She then hung up on me.Desired Settlement: I would like to have glasses that work. If they cannot improve them, I would like a refund.

Business

Response:

Problem: The product I purchased was defective