Shields Eye Associates

Date: Mon, Feb 3, 2020 at 12:21 PMSubject: Response to Complaint ***To: <***@myRevdex.com.org>*** appeared on December 19 for and eye exam. He was seen by the doctor andreceived services from the eye doctor on that date. Per his request he received a Basic eyehealth exam with evaluation for glasses and an evaluation for contact lenses.He was given a set of trial contact lenses the day of his exam and an order wasplaced for additional trial lenses of a brand he requested but was notavailable “in house.” At the time of hisexam it was noted that he had an out of state address. When he was questioned as to whether he wouldbe in town to receive these additional trials for further evaluation andfitting he indicated yes. As evidencedin the supporting paperwork, he signed and understood the exam and contact lensevaluation process and that our office has a NO REFUND POLICY on allprofessional services received. It wasalso noted to *** at that time that given the upcoming holidays his triallenses could be delayed due to manufacturer slow down and extended deliverytimes during the holiday season. Heindicated he was in town to help out some family and would stay until the entireexam process was completed. Due to delays with manufacturer shipping beyond our controlhis trial lens order was delayed an additional week and 2 days from theexpected due date. *** wasinformed of the delay 01/02/2020. He was upset and stated he was leaving townon Sat. 01/04/2020. He requested a fullrefund and it was explained that there are no refunds for professional examservices that he already received. Hewas offered several options for him to receive his trials including shippingthem to his hometown vision center and he rejected all options and hung up thephone on the doctor. We offered torefund the contact lens evaluation fees of $85 for his inconvenience eventhough he did receive a set of trials and all services he paid for. On 01/04/2020 *** then escalated hisdispleasure to outside managers from an affiliated business and it was againexplained to him that the exam services are non-refundable and services hadalready been performed. He was againoffered an $85 partial refund that HE AGREED and ACCEPTED on 01/07/2020. His refund of $85 for the Contact Lensportion of his exam ONLY was processed on 01/08/2020. We have worked to resolve ***’s issue multiple timesand he is being less than truthful in his claim that he did not receiveservices in order to reverse his remaining charges for services he DID in factreceive. We made an exception to our policiesby refunding the contact lens evaluation fees. HE elected not to complete theprocess to receive his additional trials. We have strongly proven he has receivedservices on the date in question that he is not entitled to any additionalrefunds. The time taken by the doctor toperform an exam has a price and *** understood and agreed to go forwardwith the service despite his limited time in state. He received a complete exam and was given a spectacleprescription and a trial pair of contacts. He elected to refuse further completion of his contact lens evaluation toreceive a finalized contact lens prescription and was compensated for theinconvenience. Thank you for your time and consideration in this matter andhope that your investigation will come to the conclusion that we have been morethan reasonable and fair in trying to resolve this issue with ***. Heelected not to continue the process to receive his contacts. Our office pridesitself on transparency of policies and explanation of fees so that our patientscan make informed decisions as to whether they want to proceed with servicesBEFORE they elect to go forward with an exam. Per his acknowledgment signatures on multiple explanations of policiesand processes he is entitled to no further monies back. Shields Eye Associates, LLC