The Woodlands Eye Professionals

Sent: Friday, June 16, 3:PMSubject: Revdex.com Case# ***- The Woodlands Eye Professionals Revdex.com Case # ***-The Woodlands Eye Professionals Business Response The information contained in the customers statement and response is incorrectThe patient was seen on April
26th, which at that point was giving trial lenses to try for a minimum of days before purchasing. The purchase should only happen if the patient is happy with the vision. The parent did ask for the prescription and purchased the contacts from *** according to Mrs***. The parents brought back the patient May 23rd almost a month after first exam saying that the patient is having a little difficulty seeing with the left eye. Our doctor did reexamine the left eye and it did have a very slight increase in prescription of to the prescription of the left eye. Such a very slight increase is common in a child of that ageThe doctor did give them -trials to try before we can give them a new prescription at no extra costThen the mother of the patient calls back telling us we should pay her for the contacts she purchased at *** blaming our office on the small difference of prescription denying any responsibility that her child should have tried the contact lenses for at least five days before purchasing any contacts. We tell all of our patients to try the contacts for at least 5-days before purchasing to make sure they are happy with their vision. If the patient needs a refund for the contacts then she needs to go back to ***. We can only refund products purchased in our office. If the patient was seen by another doctor after our two exams, if Mrs*** can show the invoice to the Revdex.com we will be more than happy and obliged to pay that exam As of the supposed inappropriate dialog where someone used profanity, our office can assure the Revdex.com, that it did not happen or occur. The conversation happened on the phone at our front desk where patients and four employees were listening to the conversation. Mrs*** was actually threatening our office “that she is coming to our office with some people” and that was with a threatening language and tone. That is when we answered her that is does not matter how many people she brings that we can only refund for products purchased through us. We have been giving service since at this office with thousands of thousands of happy contact lens patients. We are very proud of the service we give to the community. Once again we will be more than happy to pay for the exam at the other doctor but she will need to get with *** regarding any refund for the contacts that were purchased

Sent: Thursday, June 29, 2017 4:24 PM Subject: ID [redacted] ID-[redacted] To whom it may concern: Resolution of this matter was handled as of 06/28/2017 in a full refund from the visit at our office in the amount of $159.00 as you will see in copy of receipt. We apologize to the Revdex.com who had to be brought into this issue where the parent of a patient would not take responsibility of a product purchased elsewhere and instead chooses to blame a business that did not sell the contacts.  Any future eye care the [redacted]s need we encourage them to go elsewhere as we will be refusing any future service to the family due to the inappropriate dialog, comments, and defamation brought upon the business and character of now a “foreign manager” which does not exist in our office. Regards, The Woodlands Eye

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  I have attached the bill for the other eye exam which was different from both earlier exams AND what was supposed to be the corrected prescription.  I expect a full refund. I do not accept the "story" that in the reply.   BOTH times my son was in this business, he was provided a prescription.  both are the same from each visit i.e. NO CHANGE.   so the MINOR change was not corrected by this office.  as well as the office told my son they would exchange his contacts for the correct ones.  no mention  of purchasing at another location was discussed of even asked.  I have been in contact with others whom have used this location in the past and all so far have said the same story.  the foreign manager does not show appropriate behavior to customers becoming very animated and angry easily.  In this I also would say that his goading of me, when I said I would come down and talk with him about this and show both wrong prescriptions were his offices fault, was to "go ahead and come and bring 20, no 30 people with me as I was wrong the prescription is not wrong and it is not their fault"    The overall inappropriateness of the whole conversation (tone, yelling, goading, etc.etc.etc.)  is very upsetting and disturbing as a customer.  Now I am being called a liar.  that I do not accept and it needs to be noted on their file with the Revdex.com.  I expect businesses to protect their people and jobs, but not to the point of calling a customer a liar. I know from the response I will never get an apology from this manager.