Texas State Optical - Franchise

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Reasons I reject his explanation: I never asked them to check my wipersInstead, I asked them to hook up the tubing that connects the washer to the right wiperThat did not mean check the wipers as the guy wrote on the service order, which they showed me later They did NOT call to have me authorize the new wipers The owner threatened me because he had the key to my car if I didn't pay him I told him my car is still under warrantyI asked about the price of an oil changeHe asked me if I wanted him to write up a work orderI said no because my car is still under warranty and I wanted the information for the futureAnd I told him that (for the future) His explanation is unacceptableI want the amount I requested refunded Regards, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
I would like the glasses re-made, and for Dr*** to personally see to it that they are correct
Regards,

My name is *** *** I am the owner of Absolute Car Care we received a phone call from a new customer looking for state inspection my service writer informed the customer that we do not do state inspection in house we take out as a service at no charge just $state fee but as
a courtesy we check car for all safety items and emissions issues before we take car for the state inspectionabsolute car care has been in business for over years and we have systems in place to make sure customer concerns are taken care of when the Mini was dropped off service writer types all concerns from customer on internal repair order at that time not only was service writer in office but I also was at my desk and listen to complete transactionThe customer asked to have state inspection done and check her wipers at no time did she mention washer or hoses, she also asked about price on synthetic oil and oil change priceMy lead tech was given car to check over his repair was that the right washer was not working and plugged making hose pop off and car needed wiper per what the customer had asked us to checkThe car would not pass state inspection with both of the issuesWe called *** and ordered factory wiper blades and cleaned and blew out washer nozzles front and rear took car for state inspection (passed)At no time did the customer say anything about warrantywhen the customer came in to pick up car she was upset and lied about information she gave to service writer as the owner I deducted labor time for repair of washer just charged customer for wipers and state inspectionThe customer implied she had wiper issue and we serviced per any other customer who is looking for state inspection once again car would not pass inspection without wipersI am sure she would be more upset if failed sticker was placed on her car not in my control as we do not do state inspectionI feel as owner we gave her great service at fair value no labor was charged just partsshe was told bill would need to be paid before keys would be turned over at that time customer called *** Policeafter customer did pay bill police came to location with a complaint I did think issue was resolved when customer paid invoice with no laborIf customer would like to return to my office I will be happy to refund her wipers and any fees includedI am not admitted any wrong doing but want to make customer happy
Once again over year in business and five star ratings I am sorry customer is upsetthe service was completed as she asked
*** ***
Absolute Car Care
Owner

As stated by this patient, my private practice was the 4th optical he visited in just a matter of a few months, illustrating that the patient is not easily satisfiedHis insurance company has made several unheard of exceptions due to the difficult nature of the situationFor this reason, my
staff and I went above and beyond for this patient- including spending countless hours on him, more so than a typical patientMy staff ensured we had his insurance benefits authorized prior to his appointment to make his visit as seamless as possible In addition, we worked over time, staying after closing in order to accommodate this patient’s scheduleUpon dispensing the glasses he ordered, he stated these were "the worst pair" and went on to state that the pair he was currently wearing was even betterAlthough we could have simply provided a refund, my staff and I did not want an unhappy patient and especially did not want to leave the patient with his vision impaired due to the lack of glasses As a such, we continued to work diligently to try and resolve the problem to the patients satisfaction Unfortunately, the patient continuously refused to take the glasses and left them at the office for a refund. At this point, a check was written for the refund which the patient refused to pick upInstead, the patient persisted to make multiple calls to my staff and the Corporate TSO officeAs the calls to my practice started upsetting my staff and began to feel like harassment, my practice retained the assistance of an attorney to help address this issue The attorney sent out a discharge letter notifying the patient that we would no longer provide any services to him along with the refund check for the patient’s out of pocket expenses. Patient/customer satisfaction is of utmost importance to us and we truly strive to ensure our customers’ needs are met, and at the same time, they have a wonderful experience with my practice and my staffNonetheless, as the owner of the practice, I have a responsibility towards my staff and do not want to put them in a position where they are being harassed or feel their safety is threatened by a patient. Unfortunately, it seems this patient is difficult to please and unsatisfied with not only my practice, but has admitted to also having issues with many other practicesAt this point, in my professional opinion, I believe the best option for this patient is to return to the clinic that provided him with his current pair of glasses as that is the only pair of glasses that meet his standards for him to wear. I'm hopeful this patient's needs will be met at another practice and will gladly send his records to any office that provides us with a medical release form signed by the patient.-- DrSaira *** Spring Klein TSO | Woodlands Family Eye Carewww.springkleintso.com | www.woodlandsfamilyeyecare.com

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint #[redacted]. Please add your rejection comments below. 
Reasons I reject his explanation:
1. I never asked them to check my wipers. Instead, I asked them to hook up the tubing that connects the washer to the right wiper. That did not mean check the wipers as the guy wrote on the service order, which they showed me later.
2. They did NOT call to have me authorize the new wipers.
3. The owner threatened me because he had the key to my car if I didn't pay him.
4. I told him my car is still under warranty. I asked about the price of an oil change. He asked me if I wanted him to write up a work order. I said no because my car is still under warranty and I wanted the information for the future. And I told him that (for the future).
His explanation is unacceptable. I want the amount I requested refunded.
Regards,
[redacted]

Revdex.com:
This letter is to inform you that Texas State Optical - Franchise has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/30/2015 9:24:25 AM and assigned ID [redacted]
Regards,