Premier Eye Group

Please see below our response to the attached complaint:The customer was seen in our office on 12/20/for a contact lens exam with a bifocal fitting At the time of the exam, we did not have lenses on hand in the prescription that the doctor needed, so he was fitted in the closest available prescription The customer came in again on 12/21/and received another trial pair of contact lenses He was then advised that other lenses would be ordered for him to try, and that we would call him when they came in The customer did have trial lenses in the meantime while the other lenses were being ordered.The lenses were on back orderThere was a lack of communication to the customer on our part during this process We truly apologize for that While we do not have control over when lenses become available, we should have communicated more effectively to the customer that there was a back order issue with the lenses The additional lenses were received on 01/31/2018, and the customer was notified shortly after that they were available The customer called our office on 02/14/and spoke to the doctor The doctor initially advised that the money paid would not be refunded, as the services had already been rendered, and the lenses we had ordered were in the office and ready for him After further review, the doctor's intention was to refund the money, as she acknowledged that customer service errors were madeShe called the customer back later on 02/14/to discuss, but had to leave a voice mailThe customer called back to state he had contacted his credit card company to have the charges reversedWe were then notified on 02/27/that the credit card company had reversed the charges The customer received a full refund of the amount charged to the credit card, and no insurance was filed for the eye exam that the customer receivedThe practice has received no reimbursement for the transaction.We do apologize for the lack of communication and poor customer service that was provided As the customer has received a full refund for the services, we feel that no further action needs to be taken at this timePremier Eye Care [redacted] ***, TX 76137(***) ***- [redacted] Phone(***) ***- [redacted] Faxwww[redacted] .com________________________________________

Complaint: ***
I am rejecting this response because: The company is not taking full responsibility for their actionsIt is not only the money is costumer servicesI spent almost months with this unresolved issueThey are lying when they say that the Lents were readyI called every Wednesday to check on my contacts: their response was every time sorry we call you and they never didWen I spoke with the doctor she never said that the Lents were readyIt is sad that they are lying to protect themselvesI am still waiting for a call form then an apologize and do something to compensate the time that spent with themTheir time is money my time is money tooThey work for money I work for money tooLooking forward to hearing from them
Regards,
*** ***

Please see below our response to the attached complaint:The customer was seen in our office on 12/20/2017 for a contact lens exam with a bifocal fitting.  At the time of the exam, we did not have lenses on hand in the prescription that the doctor needed, so he was fitted in the closest...

available prescription.  The customer came in again on 12/21/2017 and received another trial pair of contact lenses.  He was then advised that other lenses would be ordered for him to try, and that we would call him when they came in.  The customer did have trial lenses in the meantime while the other lenses were being ordered.The lenses were on back order. There was a lack of communication to the customer on our part during this process.  We truly apologize for that.  While we do not have control over when lenses become available, we should have communicated more effectively to the customer that there was a back order issue with the lenses.  The additional lenses were received on 01/31/2018, and the customer was notified shortly after that they were available.  The customer called our office on 02/14/18 and spoke to the doctor.  The doctor initially advised that the money paid would not be refunded, as the services had already been rendered, and the lenses we had ordered were in the office and ready for him.  After further review, the doctor's intention was to refund the money, as she acknowledged that customer service errors were made. She called the customer back later on 02/14/18 to discuss, but had to leave a voice mail. The customer called back to state he had contacted his credit card company to have the charges reversed. We were then notified on 02/27/18 that the credit card company had reversed the charges.  The customer received a full refund of the amount charged to the credit card, and no insurance was filed for the eye exam that the customer received. The practice has received no reimbursement for the transaction.We do apologize for the lack of communication and poor customer service that was provided.  As the customer has received a full refund for the services, we feel that no further action needs to be taken at this time. Premier Eye Care[redacted], TX  76137([redacted]) [redacted] Phone([redacted]) [redacted] Faxwww.[redacted].com________________________________________