Spector Eye Care

Review: I have had a very bad experience with SPECTOR EYE CARE [redacted] office and have been unable to discuss or get clarification on this with anyone other than front desk help who direct me to billing and doctor. After 5 weeks of waiting for any return phone call I have been forced to resort to this platform in hopes this issue can be clarified and if not at least the next person will be forewarned.This is my experience:Went in for a yearly eye exam. I am a long time hard contact to gas permimalbe lens wearer (basically hard lenses I am unable to correct eye site with a soft lenses of disposable lenses)This was in July I asked how I could see better up close and it was suggested a multi focus lens I explained how a few years back an out of network provider such as yourself (Dr. [redacted] tried a contact and it did not work this was a near sited lens in one eye and far sited lens in another. I was told that the multi focus lens was not this and that this doctor has never had a problem with a patient not working for them. I ask the cost and was told $350.00 ;which was find with me because it was fair I paid Dr. [redacted] the same amount for fitting and lens a few years back (3) so I said yes and all that was done was ordering the contact and paying the $350.00 which I did.The contacts came in I come in tried them on and could not see even to drive home, I was told to try them for a few days and come back I did and nothing changed I did express my concern with the new contacts being much larger than what I had had I never got a reply from the doctor after expressing this 2 times. The doctor stated that they were sitting to high. Those contacts were sent back to ????fitter who returned them a week or so later with an alteration to the right lens but the left was still the same I could not see I was told to go home try them out and mix them up with my old lenses to see if any combination worked. Well I did and I went back and told the doctor that I could see out of th

Product_Or_Service: Trial and new contact lenses

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

Clarification and return of $218.00

Business

Response:

We contacted the patient and were under the impression we had come to a resolution as detailed here:

The patient came in for a contact lens fit on July 8, 2013. She was refit from her previous [redacted] lenses into multifocal [redacted]'s.

After this patient's lenses were ordered from the vendor, our optometrist worked with the patient to try to achieve a good visual result. At her

follow up visit on July 11, our optometrist had the lens revised to achieve a better fit. On August 1, the patient returned for another follow up visit. Because the patient was still unhappy with the lenses, we contacted a consultant at the ** company for recommendations. The consultant

suggested that we have her try the lenses interchangeably. (i.e. the right one on the left eye and the left one on the right eye).

The patient did try switching the lenses, and when she returned for a follow up on August 5, she said liked the new right eye lens on the left eye as well. The optometrist told her she would have them send a duplicate lens for the other eye. The was happy with that plan and because she had waited so long for previous lenses. The optometrist told her she could just pick the new one up when it arrived. At that time, she said she was pleased with everything, the vision, the fit, the doctor's demeanor. When she came to

pick up her custom lenses, however, she questioned why she had to pay for the lens - she thought that the lenses were free trials. The lenses are

custom made, and were her permanent lens, not a trial. She did pay for the lenses at that time.

A week or so later, she contacted the office questioning the fee for the lenses.On August 27, the practice administrator contacted the patient . The administrator expressed her apology for the misunderstanding, and explained to the patient that the practice wanted to rectify the situation. The practice offered to the patient the option of coming in for another fit at no charge. We explained that we would continue to refit her lenses until she was fully satisfied. The patient stated that was fair, and she agreed. At no point in the conversation did she request a refund.

Later that evening, as agreed upon, the practice administrator emailed the patient the available upcoming appointments with the optometrist .

On August 28th, we sent the patient a follow up email. Then on August 30th, another staff member left the patient a voicemail asking her to contact the office to schedule her updated fit appointment. We have attempted to rectify the situation. We were under the impression that the patient was satisfied with our suggestion. Despite our efforts to rectify this situation, we have been unsuccessful in our attempt. In fact, as of September 7, 2013, the patient has not yet responded to our emails or voicemail, and she has not yet scheduled an appointment.