Roberts EyeCare Associates

I have read the complaint from Ms*** regarding Roberts Eyecare Associate. I have also reviewed the documentation available to me, spoken to the employees of Roberts Eyecare Associates and offer to you the following conclusions Ms*** visited our office on September 13th,
for her scheduled appointment to have a comprehensive eye health examination. At the time of her appointment, Ms*** presented VSP insurance which entitled her to a comprehensive exam with a $co-payment. Her benefits also included a complete pair of eyeglasses with a $co-payment for the lenses and a $co-payment for the frames that she chose Ms*** also chose to have an optional test performed which has a payment due at the time of service of $25.00. At the conclusion of her visit, Roberts Eyecare was owed a total pf $from Ms***. She in fact did pay the entire amount owed prior to leaving that day. The glasses that Ms*** chose were custom ordered for her on September 13th and delivered to her on September 27th, 2016. At the time of delivery, Ms*** made no indication what so ever that she was unhappy or dissatisfied with her selection. On October 1st, Ms*** visited the office and proceeded to tell the optician that waited on her that she wanted her money back and no longer wanted the custom glasses that were made for her. The optician tried to explain to Ms*** that because the order was custom made, there are no refunds available. He did however offer to re-style the frames for her if that was what would satisfy her. She indicated that she did not want to re-style but just wanted her money back. Ms*** abruptly left the office leaving her glasses on the table in the optical department. Shortly thereafter, Ms*** contested $of the $charge with her credit card company and received a $refund from her credit card company The optical manager and our practice director made several attempts to contact Ms*** after her visit on October 1st. We also spoke to Ms***’s insurance company and advised them of the situation and our attempt to rectify it. VSP wanted to know how we would be able to do a frame re-style as they do not view a patients dislike of what they chose in a custom order as a compelling reason for a re-do We informed VSP that we were willing to do it at our own expense. It is our desire to go above and beyond to insure patient satisfaction. Unfortunately, Ms*** never afforded us the opportunity to do so Ms*** also makes an allegation that our staff informed her that her prescription was not valid or transferrable is not correct. Ms*** and the optician she was working with unfortunately had a misunderstandingMs*** is certainly entitled to have a copy of her eye glasses prescription and can have that prescription filled anywhere. All patients are entitled to take their prescription with them As I mentioned prior, it is our desire that each and every patient have an exceptional experience at our practice. Unfortunately sometime due to circumstances beyond our control, that becomes an impossible desire. In an effort to show good faith, we will waive the $that is owed to Roberts Eyecare. If any further assistance or information is needed, please do not hesitate to call Sincerely, Scott S*** Practice Administrator Roberts Eyecare Associates Vestal Parkway East Vestal, NY *** ***

I have read the complaint from Ms*** regarding Roberts Eyecare Associate. I have also reviewed the documentation available to me, spoken to the employees of Roberts Eyecare Associates and offer to you the following conclusions Ms*** visited our office on September 13th,
for her scheduled appointment to have a comprehensive eye health examination. At the time of her appointment, Ms*** presented VSP insurance which entitled her to a comprehensive exam with a $co-payment. Her benefits also included a complete pair of eyeglasses with a $co-payment for the lenses and a $co-payment for the frames that she chose Ms*** also chose to have an optional test performed which has a payment due at the time of service of $25.00. At the conclusion of her visit, Roberts Eyecare was owed a total pf $from Ms***. She in fact did pay the entire amount owed prior to leaving that day. The glasses that Ms*** chose were custom ordered for her on September 13th and delivered to her on September 27th, 2016. At the time of delivery, Ms*** made no indication what so ever that she was unhappy or dissatisfied with her selection. On October 1st, Ms*** visited the office and proceeded to tell the optician that waited on her that she wanted her money back and no longer wanted the custom glasses that were made for her. The optician tried to explain to Ms*** that because the order was custom made, there are no refunds available. He did however offer to re-style the frames for her if that was what would satisfy her. She indicated that she did not want to re-style but just wanted her money back. Ms*** abruptly left the office leaving her glasses on the table in the optical department. Shortly thereafter, Ms*** contested $of the $charge with her credit card company and received a $refund from her credit card company The optical manager and our practice director made several attempts to contact Ms*** after her visit on October 1st. We also spoke to Ms***’s insurance company and advised them of the situation and our attempt to rectify it. VSP wanted to know how we would be able to do a frame re-style as they do not view a patients dislike of what they chose in a custom order as a compelling reason for a re-do We informed VSP that we were willing to do it at our own expense. It is our desire to go above and beyond to insure patient satisfaction. Unfortunately, Ms*** never afforded us the opportunity to do so Ms*** also makes an allegation that our staff informed her that her prescription was not valid or transferrable is not correct. Ms*** and the optician she was working with unfortunately had a misunderstandingMs*** is certainly entitled to have a copy of her eye glasses prescription and can have that prescription filled anywhere. All patients are entitled to take their prescription with them As I mentioned prior, it is our desire that each and every patient have an exceptional experience at our practice. Unfortunately sometime due to circumstances beyond our control, that becomes an impossible desire. In an effort to show good faith, we will waive the $that is owed to Roberts Eyecare. If any further assistance or information is needed, please do not hesitate to call Sincerely, Scott S*** Practice Administrator Roberts Eyecare Associates Vestal Parkway East Vestal, NY *** ***