The Lasik Vision Institute

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

I am happy to forward Ms***'s chart to the Dallas office and they will contact her to set up an appointment for her to have her correction done for $

Business Response to a Complaint Complaint ID#: [redacted] Company Name: The LASIK Vision Institute Company Contact: [redacted] Company Phone: ###-###-#### Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: Response: Please note that we have attempted to work with Mr [redacted] to resolve his complaint since receipt in JanuaryGiven the fact that he was determined not to be a suitable candidate for future enhancements, he was offered a refund of the amount he paid toward the lifetime assurance plan he purchasedHe refused that offer stating it was not a sufficient resolutionIn a continued effort to satisfy his complaint, we offered him an additional amount of refund equal to 50% of his payment toward the procedureMr [redacted] responded he would need time to review and to date has not respondedSent on: 5/4/5:03:PM

Complaint: [redacted] I am rejecting this response because: I would like to receive some type of contractual agreement that will state that the price is $for the complete surgery and aftercare I appreciate that you would forward my chart, but I want to make sure that the price you are quoting me is good at the Dallas officeI want to make certain there will be no additional charges I would like to schedule the surgery as soon as possible due to the degree of discomfort I am currently experiencing I thank you for wor [redacted] with me in this matter Regards, [redacted] ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
I will accept the refund but with all do respect, the girl that is writing is from west palm beach fl., and she wasn't there to see the poor customer service and not even a greet or acknowledgment upon entry or after waiting for almost an hourWe had to go find an employee to find out why there were over people in waiting room that had been there for more than the hrsJust very unprofessionalAnd we have since found out that we would've lost out perifial vision, which was never mentioned
Thank you
*** & *** ***

Thanks to Revdex.com for making this possibleIt is very unfortunate that I had to write all this in order to receive this documentIt is completely what the manager is stating, as she was NOT even present at the time I signed the document; we were in a closed office, and it was only the lady *** (sales representative), my wife and IHopefully Revdex.com can consult with other patients, to further prevent this, since when my wife and I asked for a copy of this document, *** (sales representative) said they could only provide a copy if we paid for it, hopefully they don't try doing this to other patients.I will go to the place again, and request a physical (paper copy); hopefully this time they don't attempt charging for it, I will be recording, in case they deny it again, and I'll submit another complain with further proof if they do. Again, thanks to Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I received my refund but my complaint was not satisfiedIt should not take weeks for a
refund
Sincerely,
*** ***

Thank you for brining Ms***’s complaint to our attentionMs*** and her husband were both notified by the manager verbally and in writing prior to their surgery date of their appointment on the day of surgery taking approximately to hours, as well as their surgery deposits being
nonrefundable with less than hours notice of cancellationAs Mrand Mrs*** noted, there are multiple patients treated each surgery day and we are sorry they were not expecting to see others there upon arrivalDespite the fact that they understood and agreed prior to their surgery date that the deposit was nonrefundable without appropriate cancellation notice, we are willing to make an exception for them in the interests of customer serviceWe will be refunding their deposits back to the method of payment as requested.
Additionally, please note that all future complaints should be sent to my attention at the address or email address below in order to ensure a prompt responseThank you
Regards,
*** *** ***
Paralegal, Risk Management
*** *** ***
*** *** *** *** ***
Suite
*** *** *** ** ***
###-###-####
###-###-#### fax

Complaint: ***
I am rejecting this response because: This is untrueAt no time did Dr*** ever tell me I would need enhancement surgery and I NEVER received a copy of the warranty. If you look at the complaint history you will see that this an ongoing pattern I had major issues that have negatively impacted my lifeI never asked for a free surgery, in fact, I never asked for anything. I was told by the office manager that the price would be $since I did not purchase the warranty which led me to believe that this is some type of scam that this business has engaged inI find it odd that the price of the surgery is the price of the warranty and the original surgery combinedWhen I began to question ***, she began to lower the price, like a used car salesman, when I realized that my vision meant nothing to her or Dr***, I walked out
Regards,
*** ***

A patients vision and happiness is of utmost importance to us here at the LASIK Vision Institute, and I apologize Ms*** feels she is not being treated fairly, however as stated in the previous response: Per our company policy, when a patient signs a waiver that states they understand that this may require future enhancements and it will not be covered and that the patient will be responsible for the cost at current pricing, Ms*** now has the opportunity to purchase the enhancement for the current market price of $1799, or she may take me up on the offer of $for the correction We are simply following company policy. The waiver has been attached to the previous response as well as this one, and as you can see it was signed by Ms***, she was aware that this is something that may happen and she was ok with the repercussions of having to potentially pay for an entirely new procedureI understand that Ms*** is upset. We do have documentation of every visit Ms *** has had with Dr*** and the items that were discussed. Due to HIPAA we are unable to provide the Revdex.com with that information. Ms*** did in fact state in front of myself, the doctor, a staff member and her husband that she required we fix it for free or $299. The price of the $procedure with lifetime would be $799, not $as Ms*** stated. No refund will be offered

Complaint: ***
I am rejecting this response because: I just want this fixedI don't want hard feelings or to argueI would like to accept the $offer but I would like for the surgery to be performed in the Dallas or Fort Worth areaThis is closer to my home and after all of the bad feelings, this would make me more comfortableIf you agree to this, ***, let me know how to proceedPlease understand, this has been horrible for me, and I appreciate your willingness to resolve this matter
Regards,
*** ***

I am responding to a complaint filed against us by ms *** she claims she was charged extra for her procedure she says she never authorized or signed for the transactionWe had her sign all the necessary documents the day of surgery, Included in those documents was an option of buying the
lifetime assurance planms *** initiated spots on that pece of paper explaining what lifetime is and all it covers as well as her signature stating she would like lifetime warrantytherefore her card was card was charged accordingly ms *** also states she did not sign or eneter her pin authorizing the charge on her card however we also have our copy with her signature authorizing the charge the day of surgery a refund for the lifetime assurance was requested on 10/16/according to our corporate offcie refunds normally take to weeks

Complaint: ***
I am rejecting this response because: am rejecting this response because: I just want this fixedI don't want hard feelings or to argueI would like to accept the $offer but I would like for the surgery to be performed in the Dallas or Fort Worth areaThis is
closer to my home and after all of the bad feelings, this would make me more comfortableIf you agree to this, ***, let me know how to proceedPlease understand, this has been horrible for me, and I appreciate your willingness to resolve this matter
Regards,
*** ***

Business Response to a Complaint
Complaint ID#:
***
Company Name:
The LASIK Vision Institute
Company Contact:
*** ***
Company Phone:
###-###-####
Company Email:
***
Person Who Sent the Complaint:
*** ***
Staff Member:
Response:
Thank you for bringing Mr***'s complaint to our attentionPlease note that his refund was processed October 21, Should additional documentation be needed as evidence of the processing of his refund, we are happy to provide such
Sent on: 11/3/3:31:PM

Ms. [redacted] had her original surgery on her left eye on 10/25/2015.  At this time Ms. [redacted] purchased the lifetime guarantee on her one eye.  This was to induce monovision.  A copy of the guarantee was provided to Ms. [redacted] on her day of surgery.  On 8/21/16 she returned to have her right eye done because she was not happy with the distance portion of her mono vision.  At this time Ms. [redacted] did not purchase the lifetime guarantee for her right eye stating she didn’t deem it to be financially advantageous.  Loo[redacted] at her chart Dr [redacted] noted that there was some evidence that this patient would potentially need an enhancement due to the way her eye was healing from the surgery.  He was ta[redacted] measures to remedy this non surgically to prevent the patient from having to have another procedure because the patient verbally requested to not have another surgery. When Ms. [redacted] came to me and explained she was not happy and needed an enhancement I told her the lowest market price was on Groupon at $899 per eye and I would be happy to meet her in the middle as I value her as a patient and offered it to her for $449.  Ms. [redacted] was not happy with this price and demanded we do it for free or the original price or she would go elsewhere.  I then offered Ms. [redacted] the enhancement at $299 without lifetime. It was then that she stormed out of the office and started the complaint process.  I now need to follow company policy. Per our company policy, when a patient signs a waiver that states they understand that this may require future enhancements and it will not be covered and that the patient will be responsible for the cost at current pricing, Ms. [redacted] now has the opportunity to purchase the enhancement for the current market price of $1799, or she may take me up on the offer of $299 for the correction. Please find attached copies of both bill of sales and both the lifetime guarantee and the waiver.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Business Response to a Complaint Complaint ID#: [redacted] Company Name: The LASIK Vision Institute Company Contact: [redacted] Company Phone: ###-###-#### Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: ...

Response: Please note that we have attempted to work with Mr. [redacted] to resolve his complaint since receipt in January. Given the fact that he was determined not to be a suitable candidate for future enhancements, he was offered a refund of the amount he paid toward the lifetime assurance plan he purchased. He refused that offer stating it was not a sufficient resolution. In a continued effort to satisfy his complaint, we offered him an additional amount of refund equal to 50% of his payment toward the procedure. Mr. [redacted] responded he would need time to review and to date has not responded. Sent on: 5/4/2016 5:03:14 PM

I am happy to forward Ms. [redacted]'s chart to the Dallas office and they will contact her to set up an appointment for her to have her correction done for $299.

As patient stated he did have surgery with us on 5/11/2016.  As the center manager I can confidently state that this patient never asked for a copy of his warranty, as it would have been furnished.  A copy of all signed documentation can and is given to any patient who requests it.  I...

have attached a copy of the warranty that was signed by the patient on day of surgery.

Complaint: [redacted]
I am rejecting this response because: I would like to receive some type of contractual agreement that will state that the price is $299.00 for the complete surgery and aftercare.  I appreciate that you would forward my chart, but I want to make sure that the price you are quoting me is good at the Dallas office. I want to make certain there will be no additional charges.  I would like to schedule the surgery as soon as possible due to the degree of discomfort I am currently experiencing.  I thank you for wor[redacted] with me in this matter.
Regards,
[redacted]