Schoonover Eye Care, PC

I will waive the $frame replacement feeThis fee usually covers the cost and time of us replacing the frame, ordering the frame, inspecting the frame and lenses prior to dispensing, as Well as adjustments and fitting them to the patient's face/templeslearsHowever, it has come to my attention that AP has written negative statements on [redacted] and [redacted] I am asking that she remove these posts immediately so we can resolve her issues in a positive mannerWe Will gladly help her choose a new frame and the business will absorb the cost of the frame for her, Please have her call me directly at ###-###-#### to set up a time that is good for her.would like to reiterate that cannot control the quality of workmanship that [redacted] insurance company deliversIn fact, I did offer her the opportunity to select a brand new frame at no charge to her other than the warranty replacement feeDepending on the frame she chooses, the cost will be around $180-$which is significantly less than the $warrant replacement fee and not to mention the time I am personally going to spend creating a new frame and lens order for her, Please note, she did not return to select a new frame, instead, she choose to say negative words about me, my practice and my hard-working staffWe are committed to making a positive difference in our patient's lives, often staying late to accommodate their needs,She is allowed to her opinions and to contact the Revdex.com, but I wish she would have contacted us directly at the office or come in to see me directlyIt seems we played phone tag and no one is to blame for thatContacting the Revdex.com is an appropriate action, but her negative statements or [redacted] and other social media are offensive, slanderous, and counterproductive.Again, giving her the opportunity to make an appointment with me at my office or message me directly for times that work for her so that she can select a new frame, I am sorry she is disgruntled, however it is out of my control that the company who makes [redacted] frames, which she chose, no longer makes itI contacted both the new and old manufacturer of [redacted] frames, as well as several buying groups in the United States and none of them have her Current frame, stating to me that it is no longer made.Furthermore, the night she came in, we had patients who had scheduled appointments, as well as an ocular emergency which took a great deal of time, I feel bad she had to wait, but eyeglass adjustments are usually done by my optometric assistant or optician, both of whom did try to help herThe fact that she wanted to wait to see me was her choice, so I am asking that she remove her statement from internet social forums such as [redacted] and [redacted] , Our philosophy is whether or not you have an appointment or are a walk in, we take time with each person to address their concerns and give them what need, and this takes timeTherefore, lam recommending that she set up an appointment with me so I can spend time with her to select a rew frame.Please feel free to contact me at ###-###-####.Kindest regards,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: If the offer of waiving the $replacement fee is reliant on the removal of my social media postings, I must refuseSocial media is a tool to share thoughts, experiences, and provide information without limitation or biasMy experiences were unpleasant - and other people have the right to knowFriends and co-workers shared with me how displeased they were with this practice as well - they lamented about pushy staff and long wait timesUnlike them, I felt strongly enough to voice my opinionIf my experience was an isolated one as the doctor insinuates, there should be plenty of positive reviews written in the future to counter-balance my ownIf the office philosophy is to take time with each person to address concerns, it was clearly not practicedThe posts on social media that the office references were written in the time period of my repetitive calls with no returnsThere should absolutely be someone to blame for the poor customer service.Besides the comment in the last Revdex.com correspondence, I was absolutely never contacted to come in to select a new frameOn my last reply I attached a screenshot of my phone history with this business and since the last call I made in mid-February I have not received any phone calls from this businessThis is not about the insurance, plain and simpleThe frames were in perfect condition when delivered from the factory and the staff at this particular business treated them - and my concerns - improperly I have lost trust in this business and do not feel I will be welcomed or valued should I returnIn the meantime I have scheduled an appointment with another eye practice in the area and will be taking my business there Regards, [redacted]

The individual who filed this claim (AP) has [redacted] insuranceWith her insurance, [redacted] makes her glasses, not Schoonover Eye CareSchoonover Eye Care just the middleman between her and her vision insuranceIn regards to the coatings coming off, the patient chose [redacted] which is one of the best anti-glare lens treatments on the market, however, again, it was [redacted] lab that fade her lensesTherefore, it is not Schoonover Eye Care's workmanship that is at fault, it is her own personal [redacted] insurance that would be responsible for the coating coming off as she statedWe did contact [redacted] and the lenses were remade.We have made attempts to contact the patient at the phone number she provided an we did leave voice messages, We did explain to her at those times that he frame is no longer made by the company who manufactures itWe went through extreme lengths to find that same exact frame but it was not available through the [redacted] or [redacted] , it is out of our control that [redacted] manufacturer [redacted] was bought out by [redacted] As a courtesy we offered her the option of picking out a new frame for only a $replacement fee, and our business Schoonover Eye Care would absorb financially the difference for her Furthermore, we contacted her insurance [redacted] on her behalf to explain the situation and they agreed to remake her lenses but would not pay anything towards new frameIn regards to her request för fimäncial reimbursement, our policy to correct an issue first, we recommend that the patient come into the office and select a new frame at this time and work with the doctor directly.Please note the times she came into the office for eyewear repairs that only once did she have an appointment, the other times she walked and we were busy with other scheduled patients which increased her time waiting roomTo the best of my knowledge, the patient had an appointment was unable to come in.I hope this clarifies any issues or ambiguity that you had in regards to the skewed statements made by this patient and helps resolves her issuesFeel free to contact me with any further questions directly at ###-###-####.Kindest regards, Rebecca Schoonover, owner Schoonover Eye Care, P.C

The individual who filed this claim (AP) has [redacted] insurance. With her insurance, [redacted] makes her glasses, not Schoonover Eye Care. Schoonover Eye Care just the middleman between her and her vision insurance. In regards to the coatings coming off, the patient chose [redacted] which...

is one of the best anti-glare lens treatments on the market, however, again, it was [redacted] lab that fade her lenses. Therefore, it is not Schoonover Eye Care's workmanship that is at fault, it is her own personal [redacted] insurance that would be responsible for the coating coming off as she stated. We did contact [redacted] and the lenses were remade.We have made attempts to contact the patient at the phone number she provided an we did leave voice messages, We did explain to her at those times that he frame is no longer made by the company who manufactures it. We went through extreme lengths to find that same exact frame but it was not available through the [redacted] or [redacted], it is out of our control that [redacted] manufacturer [redacted] was bought out by [redacted].  As a courtesy we offered her the option of picking out a new frame for only a $40 replacement fee, and our business Schoonover Eye Care would absorb financially the difference for her.  Furthermore, we contacted her insurance [redacted] on her behalf to explain the situation and they agreed to remake her lenses but would not pay anything towards new frame. In regards to her request för fimäncial reimbursement, our policy to correct an issue first, we recommend that the patient come into the office and select a new frame at this time and work with the doctor directly.Please note the times she came into the office for eyewear repairs that only once did she have an appointment, the other times she walked and we were busy with other scheduled patients which increased her time waiting room. To the best of my knowledge, the patient had an appointment was unable to come in.I hope this clarifies any issues or ambiguity that you had in regards to the skewed statements made by this patient and helps resolves her issues. Feel free to contact me with any further questions directly at ###-###-####.Kindest regards, Rebecca Schoonover, owner Schoonover Eye Care, P.C.

I will waive the $40 frame replacement fee. This fee usually covers the cost and time of us replacing the frame, ordering the frame, inspecting the frame and lenses prior to dispensing, as Well as adjustments and fitting them to the patient's face/templeslears. However, it has come to my attention that AP has written negative statements on [redacted] and [redacted]. I am asking that she remove these posts immediately so we can resolve her issues in a positive manner. We Will gladly help her choose a new frame and the business will absorb the cost of the frame for her, Please have her call me directly at ###-###-#### to set up a time that is good for her.would like to reiterate that cannot control the quality of workmanship that [redacted] insurance company delivers. In fact, I did offer her the opportunity to select a brand new frame at no charge to her other than the warranty replacement fee. Depending on the frame she chooses, the cost will be around $180-$200 which is significantly less than the $40 warrant replacement fee and not to mention the time I am personally going to spend creating a new frame and lens order for her, Please note, she did not return to select a new frame, instead, she choose to say negative words about me, my practice and my hard-working staff. We are committed to making a positive difference in our patient's lives, often staying late to accommodate their needs,She is allowed to her opinions and to contact the Revdex.com, but I wish she would have contacted us directly at the office or come in to see me directly. It seems we played phone tag and no one is to blame for that. Contacting the Revdex.com is an appropriate action, but her negative statements or [redacted] and other social media are offensive, slanderous, and counterproductive.Again, giving her the opportunity to make an appointment with me at my office or message me directly for times that work for her so that she can select a new frame, I am sorry she is disgruntled, however it is out of my control that the company who makes [redacted] frames, which she chose, no longer makes it. I contacted both the new and old manufacturer of [redacted] frames, as well as several buying groups in the United States and none of them have her Current frame, stating to me that it is no longer made.Furthermore, the night she came in, we had patients who had scheduled appointments, as well as an ocular emergency which took a great deal of time, I feel bad she had to wait, but eyeglass adjustments are usually done by my optometric assistant or optician, both of whom did try to help her. The fact that she wanted to wait to see me was her choice, so I am asking that she remove her statement from internet social forums such as [redacted] and [redacted], Our philosophy is whether or not you have an appointment or are a walk in, we take time with each person to address their concerns and give them what need, and this takes time. Therefore, lam recommending that she set up an appointment with me so I can spend time with her to select a rew frame.Please feel free to contact me at ###-###-####.Kindest regards,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: If the offer of waiving the $40 replacement fee is reliant on the removal of my social media postings, I must refuse. Social media is a tool to share thoughts, experiences, and provide information without limitation or bias. My experiences were unpleasant - and other people have the right to know. Friends and co-workers shared with me how displeased they were with this practice as well - they lamented about pushy staff and long wait times. Unlike them, I felt strongly enough to voice my opinion. If my experience was an isolated one as the doctor insinuates, there should be plenty of positive reviews written in the future to counter-balance my own. If the office philosophy is to take time with each person to address concerns, it was clearly not practiced. The posts on social media that the office references were written in the time period of my repetitive calls with no returns. There should absolutely be someone to blame for the poor customer service.Besides the comment in the last Revdex.com correspondence, I was absolutely never contacted to come in to select a new frame. On my last reply I attached a screenshot of my phone history with this business and since the last call I made in mid-February I have not received any phone calls from this business. This is not about the insurance, plain and simple. The frames were in perfect condition when delivered from the factory and the staff at this particular business treated them - and my concerns - improperly.  I have lost trust in this business and do not feel I will be welcomed or valued should I return. In the meantime I have scheduled an appointment with another eye practice in the area and will be taking my business there. 
Regards,
[redacted]