Stephen Carver, OD

Complaint: ***
I am rejecting this response because:I have heard multiple explanations from the officeThe office told me that the lab made an errorThe office told the insurance company that they (the office) made a mistake.The statement the office gave me has no indication that the lenses were made with UV filtering or photochromic lensesThe office billed the insurance company for said services.The insurance company suggested a refund on the frames since the frames have never been usedThe office refused to provide a refund, even on the frames.I have no confidence or trust in this company and their staffI will not do business with them ever againI have never been treated so poorly before
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

The glasses Mr*** is referring to were sent to our specialty lab, and there was a lab error we noticed before calling him to pick them up. We sent the glasses back to the lab and they are correct and here in our office waiting to be picked up.Since he is using an Rx from an outside
doctor, we normally ask that a copy be left at our office for verification purposes. We have a copy of that and the glasses check out perfectly against the presccribing doctor's (non- Santa Fe staff) Rx.The glasses arrived back to our office within the laboratory time period, which was quoted at the time of glasses order. The remake arrived within that time frame too.I personally left several messages for Mr*** asking him to call to discuss/explain this, but he never called back to talk to me...the Clinical Director.His glasses are here and ready to be delivered. He was informed of this on the msgs left.We received a phone call from his insurance company VSP yesterday and explained the situation Per VSP, Mr*** has agreed we can mail the glasses to him. We will be doing this shortly once VSP re-confirms his mailing address.Sorry for the misunderstanding and misperceptions that Mr*** has, but these are not based on any "wrong Rx" dispensed to him...simply a lab error, that is already taken care of.Sincerely,Philip T***, OD