Mr***' refractive error is astigmatic and requires contacts as mentioned by him in his complaintContacts which correct for astigmatism are referred to as toric lensesUnfortunately for Mr*** his insurance company's vision care plan covers spherical lenses only, which would not correct
his visual acuityThe issue is not ours but one created as a result of his level of coverage through his insurer, and a lack of understanding that coverageOur usual and cus***ary charge for a contact lens exam is $added to our exam fees, which is absolutely in keeping with other local practicesUnfortunately, since his vision care plan does not cover the toric lenses he needs for astigmatism, they will not pay anything on his contact lens exam. The $he paid covers a $co payment on his ocular health evaluation and eye exam for glasses, and a $co payment against the $contact lens exam feeSince the insurer will not pay us for his contact lens exam he was asked to pay the additional $35.00, which is cus***ary in all healthcare practicesHowever, Mr*** alleges that he was not told his lenses were non coveredHad Mr*** contacted me regarding his issue, I would have been inclined to think there was a communication issue and we would have released his contact lens prescription without charging the additional $35.00.While its not germane to his complaint, Mr*** decided to take the opportunity to make claims regarding the pricing of his contacts through us, which he incorrectly states is 200% of MSRPFirst, the contact lens manufacturer does not have a Manufacturers Suggested Retail Price, and I implore him to get that in writing from the manufacturerIt is a statement, and as such also misrepresents our price structure which is very competitive, especially when considering he receives those lenses directly from usAdditionally, if there is any issue with a lens, we replace it, and if necessary re examine the patient at no charge should there be any visual or fit issues with the contacts during the life of the prescription, which is usually one yearMr***' public allegations regarding our price structure are and slanderous.Despite the manner in which Mr*** has approached this issue, we are willing to release his contact lens prescription without additional charge to him.Sincerely,*** ***National OpticalNational Optometric Center
We appreciate this customers trust in our companyThe frame purchased does have a time replacement warranty for breakagesIts not uncommon for us to replace a frame even should it be out of warranty. We employ a very liberal warranty policyHowever, it is apparent that
there is a significant misunderstanding on her part because that warranty does not extend to loss of any kind without regard to whether they were stolen or notThe replacement covers the frame should it break or become unusableAs the long time President of our company and the one who trains our people, I am certain she was not told we replace due to lossDespite the fact that our Warranty does not cover loss, we are willing to remake her glasses at a substantial discount and loss to us of 70% with the understanding that no other warranties apply except for the manufacturers Warranty against defects
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Our original offer still stands, we are will to remake the glasses at a substantial discount and loss to us of 70% but our warranty does not extend to loss.[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I have already had to spend another $122 at another office 3 weeks ago to replace her glasses, this is something my daughter medically needs every day, so when the company did not uphold their word of the warranty I was given, I went to another company to order a second pair from them. So- Unless National Optical plans on reimbursing me for my second purchase because of their misrepresentation of the warranty, I will not be spending another $80 out of pocket for a third pair. From previous reply from National Optical, for the individual to say they know for a fact what was told because they train everyone is incorrect information as well. You would have to have been involved in our conversation during purchase to know what was said to me. The manager in office has already verified - the gentleman admitted that yes he did say they would be replaced 1 time if lost, stolen, or broken. Regards,
[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The employee admitted to the manager that he told me it was a 1 time replacement when I asked if lost stolen or broken. She apologized that this happened, but that does not excuse the fact of what I was told. Why should a customer spend more money at an establishment if the company does not uphold what was verbally said to them?
Regards,
[redacted]
Mr***' refractive error is astigmatic and requires contacts as mentioned by him in his complaintContacts which correct for astigmatism are referred to as toric lensesUnfortunately for Mr*** his insurance company's vision care plan covers spherical lenses only, which would not correct
his visual acuityThe issue is not ours but one created as a result of his level of coverage through his insurer, and a lack of understanding that coverageOur usual and cus***ary charge for a contact lens exam is $added to our exam fees, which is absolutely in keeping with other local practicesUnfortunately, since his vision care plan does not cover the toric lenses he needs for astigmatism, they will not pay anything on his contact lens exam. The $he paid covers a $co payment on his ocular health evaluation and eye exam for glasses, and a $co payment against the $contact lens exam feeSince the insurer will not pay us for his contact lens exam he was asked to pay the additional $35.00, which is cus***ary in all healthcare practicesHowever, Mr*** alleges that he was not told his lenses were non coveredHad Mr*** contacted me regarding his issue, I would have been inclined to think there was a communication issue and we would have released his contact lens prescription without charging the additional $35.00.While its not germane to his complaint, Mr*** decided to take the opportunity to make claims regarding the pricing of his contacts through us, which he incorrectly states is 200% of MSRPFirst, the contact lens manufacturer does not have a Manufacturers Suggested Retail Price, and I implore him to get that in writing from the manufacturerIt is a statement, and as such also misrepresents our price structure which is very competitive, especially when considering he receives those lenses directly from usAdditionally, if there is any issue with a lens, we replace it, and if necessary re examine the patient at no charge should there be any visual or fit issues with the contacts during the life of the prescription, which is usually one yearMr***' public allegations regarding our price structure are and slanderous.Despite the manner in which Mr*** has approached this issue, we are willing to release his contact lens prescription without additional charge to him.Sincerely,*** ***National OpticalNational Optometric Center
We appreciate this customers trust in our companyThe frame purchased does have a time replacement warranty for breakagesIts not uncommon for us to replace a frame even should it be out of warranty. We employ a very liberal warranty policyHowever, it is apparent that
there is a significant misunderstanding on her part because that warranty does not extend to loss of any kind without regard to whether they were stolen or notThe replacement covers the frame should it break or become unusableAs the long time President of our company and the one who trains our people, I am certain she was not told we replace due to lossDespite the fact that our Warranty does not cover loss, we are willing to remake her glasses at a substantial discount and loss to us of 70% with the understanding that no other warranties apply except for the manufacturers Warranty against defects
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Our original offer still stands, we are will to remake the glasses at a substantial discount and loss to us of 70% but our warranty does not extend to loss.[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I have already had to spend another $122 at another office 3 weeks ago to replace her glasses, this is something my daughter medically needs every day, so when the company did not uphold their word of the warranty I was given, I went to another company to order a second pair from them. So- Unless National Optical plans on reimbursing me for my second purchase because of their misrepresentation of the warranty, I will not be spending another $80 out of pocket for a third pair. From previous reply from National Optical, for the individual to say they know for a fact what was told because they train everyone is incorrect information as well. You would have to have been involved in our conversation during purchase to know what was said to me. The manager in office has already verified - the gentleman admitted that yes he did say they would be replaced 1 time if lost, stolen, or broken. Regards,
[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The employee admitted to the manager that he told me it was a 1 time replacement when I asked if lost stolen or broken. She apologized that this happened, but that does not excuse the fact of what I was told. Why should a customer spend more money at an establishment if the company does not uphold what was verbally said to them?
Regards,
[redacted]