The Lasik Vision Institute

Thank you for bringing Ms*** complaint to our attentionPlease note that the assurance plan has been refunded as requested, via the method of payment used for the transactionWe hope this is sufficient to satisfy Ms*** complaint

Thank you for bringing Ms. [redacted]'s complaint to our attention. Please allow us to clarify that the "membership" Ms. [redacted] refers to is an assurance plan which offers additional laser vision correction surgeries at no cost to Ms. [redacted], provided they are approved by the treating physician....

The plan does not include glasses or other corrective treatment as those are not services we offer. To that end, we are not able to provide Ms. [redacted] with a lifetime of corrective lenses or acceptance of any liability or responsibility should she be deemed to need corrective lenses. As Ms. [redacted] notes in her complaint, we are happy to work with her in what ways we can to offer services that are provided at our center. As presented to her by the location manager, those options for her include additional treatment to her left eye, a "reversal" of the treatment she received since she has not been able to adapt to it or, not treatment with the understanding she will need to wear glasses at night for driving. With the understanding that Ms. [redacted] does not want to proceed with treatment, we are able to offer her a refund of the lifetime assurance plan she purchased, which she can use to purchase glasses or otherwise as she so chooses.
We are sorry that Ms. [redacted] is not satisfied with her results. Unfortunately, as with any medical procedure, every patient heals differently and results cannot always be predicted. Results can sometimes be hard for people to adapt to and we are sorry that this was the case for her. Although we welcome the opportunity to provide Ms. [redacted] with additional treatment, we do understand her hesitation and, as mentioned, are willing to refund her for the lifetime assurance plan she purchased if she finds that an agreeable resolution.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

If I could give this company a negative rating, then I would. I went in for a free consultation on Feb 24, 2018. After an exam and not seeing a doctor bc it was surgery day, I was provided a quote of $3700 with a $200 discount if I scheduled surgery within the next month. I'd only need to put down a deposit ---any amount, even as low as $25. I ended up putting down $500 on my HSA card. After I got home, I got an uneasy feeling and called to cancel that following week. The office manager offered an additional $300 discount but only if I got it done by 3/30. I, like a fool, scheduled 3/24. I went in on 3/10 for dilation and saw the doctor who told me I had to get PRK. But...I wasn't never provided a different quote. I sought a second opinion and was told that I could absolutely get lasik. I proceeded to finally cancel my surgery 1.5 weeks before the scheduled date. I was told she had to send corporate an email to request a refund, and she expected a response In 3 or 4 days. A week later and no response. I called back on 3/21 and was told she hadn't heard from corporate yet but she sent another email requesting a refund. I asked for the number to corporate. Customer service transferred me to Chad who told me he didn't see any request in their system. He said he would send my request to the regional director. I ask for the name and number. I called Dannon who told me he could put it in. This is very frustrating. I wish I'd seen these reviews before I went in and definitely before I have them my money. I'm requesting my $500 refund ASAP!

Review: I had surgery on my eyes in November 2014. It failed. I went in and they agreed it did indeed fail. They wanted me to wait 6 weeks before they could absolutely confirm the diagnosis. In the mean time I could not see so I had to go to my own optomistrist for correction. I spent over 1500.00 on exam and testing, glasses and contacts. Now my balance is off all the time. I'm very frustrated and often reduced to tears. LASIK said there was no guarantee it would work. I'm still paying on a failed service.Desired Settlement: Remaining balance canceled

Review: My complaint is as follows; I received Lasik eye surgery on 7/29/2016, since I live an hour and a half away most of the contact between myself and Vision Institute was via phone. I was contacted by [redacted] from the office who told me if I booked the eye surgery in the next two weeks I would receive it at $2200 total, I accepted. Upon submitting my claim to my employer United Health Care for reimbursement they advised me I had a $200 assurance fee for one year that was not reimbursable. So on August 11th I called Lasik Vision and spoke to [redacted], I asked him why this assurance fee was never mentioned to me as being charged separately and also if I had no choice in having it. He said no it is not a requirement and [redacted] had mentioned it to me, I explained to him I had not heard about this assurance fee being charged separately until now and I would like to cancel it as its non-reimbursable through my employer. He said that even though it is not a requirement to accept they would not reimburse it because I got a great deal on my overall surgery.Desired Settlement: I would like the assurance fee for one year cancelled and the $200 refunded.

Business

Response:

Thank you for bringing Ms. [redacted] complaint to our attention. Please note that the assurance plan has been refunded as requested, via the method of payment used for the transaction. We hope this is sufficient to satisfy Ms. [redacted] complaint.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: I underwent lasik surgery in April 25, 2014 where I signed a contract for a lifetime membership to keep my eyes healthy.. My left eye was 20/20 for far vision and my right eye was changed (monovision) to allow me to read without glasses. I started having severe headaches and pain and reported this to the staff at Lasik vision, Rancho Cordova, Ca June 23, 2014 . I was asked to come into the office where it was noted that my left eye was starting to be compromised by the new surgery. I continued to complain about headaches, blurred vision and itching around my eye. I was asked to use the eye drops and told sometimes it takes people longer to adapt to the new way. My left eye was recorded as 20/25. After several phones calls to the manager, [redacted] , I was able to make an appointment 9/23/2104 where some eye test were made and told I would hear from the doctor the following week. My emergency was , I was unable to have clear debt perception while driving at night and without realizing it had almost been in two separate accidents. My left eye was now 20/30. I waited until the next Monday as instructed to contact the center where [redacted] acted as if she had no knowledge of what test had been completed for me and said I needed to come back in. I refreshed her memory and she told me of three options. (put my eyes back the way they were , 2) wear prescription glasses at night 3) go back in for corrective surgery. At this point allowing them to destroy my eyes is not an option. I did leave the office 10/25/2014 with a breathable contact lens that help my night vision considerably. I tried to contact corporate office where I was told someone would contact me immediately to see who was going to pay for my glasses and or contact. To date October 30. I have had no communication, thus me contacting the Revdex.com. I am a realtor and require my vision for showing houses. This is a major disappointment and I have been damaged.Desired Settlement: I am requesting vision care compensation in the area of annual check ups, and prescription glass payment now and in the future should I require further prescription changes. I am asking that this be done quickly and that if I be sited as driving impaired as far as my driver's license is concerned , that they be held liable for any loss of income I may incur. I am hoping that this will not be the case, as coming into their office , the goal was to get better,not worst.

Business

Response:

Thank you for bringing Ms. [redacted]'s complaint to our attention. Please allow us to clarify that the "membership" Ms. [redacted] refers to is an assurance plan which offers additional laser vision correction surgeries at no cost to Ms. [redacted], provided they are approved by the treating physician. The plan does not include glasses or other corrective treatment as those are not services we offer. To that end, we are not able to provide Ms. [redacted] with a lifetime of corrective lenses or acceptance of any liability or responsibility should she be deemed to need corrective lenses. As Ms. [redacted] notes in her complaint, we are happy to work with her in what ways we can to offer services that are provided at our center. As presented to her by the location manager, those options for her include additional treatment to her left eye, a "reversal" of the treatment she received since she has not been able to adapt to it or, not treatment with the understanding she will need to wear glasses at night for driving. With the understanding that Ms. [redacted] does not want to proceed with treatment, we are able to offer her a refund of the lifetime assurance plan she purchased, which she can use to purchase glasses or otherwise as she so chooses.

We are sorry that Ms. [redacted] is not satisfied with her results. Unfortunately, as with any medical procedure, every patient heals differently and results cannot always be predicted. Results can sometimes be hard for people to adapt to and we are sorry that this was the case for her. Although we welcome the opportunity to provide Ms. [redacted] with additional treatment, we do understand her hesitation and, as mentioned, are willing to refund her for the lifetime assurance plan she purchased if she finds that an agreeable resolution.

Review: Failure to refund $100 deposit, Failure to give best price up-front during consultation.

On the 19th of October, me and my husband went to the Lasik Vision Institute for a "free consultation" to see if my eyes were able to be operated on for the Lasik surgery. After discussing it with the manager who tried selling us on a plan, we decided to put down $100 deposit. Prior to our "consultation", we were never told this would require $100 deposit before I had the surgery. They told us this deposit would be refunded in a timely manner if we decided not to go through with the surgery.

After discussing it with my husband, we decided on Oct 21st to cancel our $100 deposit, 2days later after our initial deposit. We were informed that our deposit would then be processed by their corporate center for a refund, by the manager who first consulted with us, [redacted]- XXX-XXX-XXXX.

After we had already asked for a refund on Oct 21st 2013, and expressly cancelled our $100 deposit- on the 28th of October, we were called again by the manager of the Lasik Vision instutute in Rancho Cordova, [redacted]. She left a message and told us that we were eligible for $500 off of the original price we were told at the time of sale, 1&1/2 weeks prior. We wondered if they still were hanging onto our money even after we told them we were NOT GOING THROUGH with the surgery. This is bad business practice- to sell potential clients on a price that is not the best value available to them at the time they have inquired.

By the 6th of November, we still did not receive back our $100 deposit. My husband proceeded to speak with the corporate department of Lasik Vision Institute about when our deposit would be refunded. In a conversation with [redacted] direct number: 866-483-3008 (who handles the refunds) he was informed, that they had received our request to refund the money TWO WEEKS after (Oct 30,2013) we had originally asked for it, on Oct 21st, 2013. [redacted] told him that she would put our refund back onto our card the next week- Nov 13th. He also left messages with the department head "[redacted]", who never returned his phone call.

It is now November 19th, and we have yet to receive our money. My husband again called the Lasik Vision Institute in Rancho Cordova XXX-XXX-XXXX, in order to complain about not receiving the refund. The manager, [redacted], hung up on him when we was upset about her answer, and that he should just call corporate, and that she had no way to refund it.

This is absolutely horrible business practice. Not only are they keeping money of ours that they told us they would refund, but they are overselling their customers prices that are not the best value for them the first time. They hold onto the deposit money, to call back in a week or two, in order to offer them a low-ball price. This is unscrupulous business practice. THe business practice said, is a SCAM.

We received multiple emails, prior to our consultation offering us 20%off of their normal price. Not only were we NOT told prior to our consultation that $100 would be required before surgery, but we also were obviously NOT given the 20% off price that we were promised- which is evidenced with the phone call 1.5weeks later about a REDUCED RATE. They ARE SCAMMING NEW CLIENTS WHO REFUSE THEIR SERVICES...

30 days later, on this day today, Nov 19th, we have not received our refund. Desired Settlement: We want our $100 back in our account by the end of this week, November 18-22, 2013.

Business

Response:

Initial Business Response

Thank you for bringing Ms. [redacted]'s complaint to our attention. Please note that the $100 is a deposit for surgery, which Ms. [redacted] scheduled during her consultation. Had surgery not been scheduled, the deposit would not have been necessary. Mr. [redacted] was advised that standard processing time on refunds is 2-4 weeks. The refund for Ms. [redacted] was completed November 14, which is within that time frame.

When Ms. [redacted] called to cancel her appointment, it was not [redacted], the manager who they spoke to. A message was left for [redacted] who called them back with the understanding that they were canceling surgery because of the cost. In an effort to help them overcome that problem, [redacted] offered them a discount on the cost of the procedure. We are sorry that Ms. [redacted] sees this as a bad business practice. It was only in an effort to make the procedure affordable for her that the discount was extended.