Union Square Eye Care

My wife sees a doctor, Dr Adam Schneiderman, opthamologist, at Union Square Eye Care at 235 Park Ave South (19 St).
She says he is very thorough, professional and nice.
Sitting at the front desk and assisting customers is a lady named Sharon.
Sharon was spectacular; She was always nice, professional and courteous, and got up from her desk to comfort my wife
when she was downcast before seeing the doctor.
My wife thanked Sharon profusely for going out of her way to help her.
Sharon is very special.
Also, the office is very clean and spacious and comfortable for patients.
Union Square Eye Care is a special place for the eyes to be cared for.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Hi ***, Thank you for following upAs I mentioned, I did receive an email response yesterday, 1014, to a letter I had dropped off at Union Sq Eye Care over a month ago, on 9/*/The letter did not sufficiently address my concerns and, according to my insurance company, the guidance provided in the email is incorrect My insurance company is attempting to get in touch with Union Sq Eye Care, but seeing as several parties have reached out on my behalf over the past three months (myself included) and not received a response, I have no confidence that Union Sq Eye Care will respond to this latest round of inquiry Please let me know if there are questions - thank you, [redacted] Hi ***, Per our call last week and the email I cc'd you on last night this is not yet resolvedMy insurance company disputes the response from Union Sq Eye Care and, to my knowledge, the business has not responded to [redacted] s attempts to contact them Thank you, *** In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

At this time, I have been contacted directly by Union Square Eye Care regarding complaint ID [redacted] , however my complaint has NOT been resolved because: [Your Answer Here] USQ refused to issue a refund and unless we returned the "free" pair of glassesI believe that the $was a good faith payment for the original pair of glasses that the business could not and did not deliverAs such, we believe that the money should be refunded first and then the "freebie" returnedWe were forced to submit a credit card chargeback USQ attempted to offer us a check as a form of refund, rather than issue us a credit on the credit card (which would have been the proper form of refund)This was as despicable as the initial bait-and-switch because accepting the check would have taken our credit card company out of the transaction As consumers we would have had no recourse against USQ In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

We are, of course, very sorry to hear that *** *** is unhappy with the experience he had in our optical shopAs he recounted, he ordered a pair of glasses with us, at a cost of $(which he paid in full)At the time, we were running a special which - with this purchase - entitled him to a second pair of glasses, free of chargeThe free pair was ready a little over a week later and was picked up by *** ***
As it happened - and to our regret - it turned out the original glasses that were chosen became unavailable in the color that *** *** had chosenWe called and apologized to *** *** and offered him a few options: the first was that we could make the glasses, but in a different color (although the same style) frameThe second option was that we could issue a full refundIf he opted for the latter option, he would have to return the pair that had been given to them already, the "free" pair (as an actual purchase is necessary to get the free pair)Of course he was also welcome to come in and shop for another pair
In numerous conversations with *** *** and his wife, they've made it clear that they believe they are entitled to both a full refund and a free pair of glassesAnd, although we do everything we feel we can to make our customers happy, this wasn't an acceptable option to us
We have had a refund check for *** *** in the amount of $since 9/**We have told he and his wife that the check is waiting for them during the course of multiple telephone conversationsHe is welcome to pick it up any time - all we ask is that the original pair of glasses be returnedAgain, this has all been explained to *** and *** *** multiple times

While I will reiterate that - legally - I cannot address specific patient care issues in a public forum, I will again say that I'm sorry that *** *** is unhappy with customer service she's received at Union Square Eye CareI have again responded to *** *** personally in an attempt to help her navigate the situation
I have provided her both with my office number and personal cell phone number - with instructions to pass them along to her insurance company if she feels that would help

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:
[Your Answer Here]
As has been the case from the start of this process, USQ continues to misrepresent and lie about the facts and their business practices.
A full refund was never offeredI had to demand a refund from USQ when they failed, after a month of waiting to find out that the frames were "unavailable." Once a demand for full refund was made, USQ advised us that notwithstanding their lack of performance on the underlying transaction, a refund would not be made until the "free" promotional pair of glasses was returned It has always been our position that we would return the glasses upon full refund via the original payment method -- crediting our ***.
At every step of this process, USQ has misrepresented the facts to my wife and myself One phone call in particular, a USQ representative agreed to refund our credit card (to me)This same representative called my wife immediately and advised her that I had agreed to a refund by company check As an *** of a merchant services company (credit card and ATM processing), my wife knew that I would never agree to cut out the protections offered by *** in exchange for a USQ company check Our position has always been, no refund on our ***, no return of the "free" promotional glasses WE CHALLENGE USQ TO PULL THEIR TELEPHONE RECORDINGS -- they will prove that USQ has had nothing but conflicting stories and misrepresentations of what my wife and I have said during our conversations.
My wife and I NEVER felt that we were entitled to a free pair of glasses THIS IS A LIEAgain, I challenge USQ to pull their telephone recordings to prove this lie As soon as this issue with USQ arose, we had our daughter stop wearing the sub-par, out-of-a-mixed-box pair of frames We are time repeat customers and we would never think to steal from any business, even one attempting a bait-and-switch scamThis same "free" pair remains in a case and will be returned to USQ
But for the protections provided by ***, USQ would still be holding our money Through no action on USQ's part, *** has since refunded our charge *** is also investigating any prior complaints/chargebacks vis-a-vis USQ USQ remains committed to their position of holding a repeat customer's hard-earned money ransom until a "freebie" is returnedMy wife and I refused to accept a company check from USQ, this was not a good-faith attempt at refunding payment for our initial purchase Why would a business refuse to refund a credit card charge when they failed to perform on the underlying transaction?
We would like to stress again, that we were repeat customers of USQWe have spent hundreds of dollars on our daughter's eye care and had no issues with USQ until this point USQ's repeated denial of any wrong doing, their repeated lies and misrepresentations and their repeated attempts to further defraud a paying customer with a "refund" in the form of a company check falls outside of any reasonable behavior It is for this reason that we had no choice but to submit a complaint with the Revdex.com
The "free" promotional pair will be returned on our next visit to the eye doctors associated with USQWe have offered to return them via ***, but USQ decided not to provide us with an account numberThey are free to send someone over to our apartment to pick up the glasses as well
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Unfortunately, as I'm not able to legally address patient-specific issues on a public forum, there's little I can say hereI will say that patients with balances after their insurances have paid are billed for only those amountsOnce that patient-owed balance has been paid in full, the bills stop
I'm available to speak with anybody who has a billing concern or complaint at ###-###-####*** *** Administrator

Revdex.com:At this time, I have not been contacted by Union Square Eye Care regarding complaint ID ***.Sincerely,*** ***

Unfortunately, as I'm not able to legally address patient-specific issues on a public forum, there's little I can say hereI will say that patients with balances after their insurances have paid
are billed for only those amountsOnce that patient-owed balance has been paid in full, the bills stopI'm available to speak with anybody who has a billing concern or complaint at ###-###-####*** *** Administrator

At this time, I have been contacted directly by Union Square Eye Care regarding complaint ID [redacted], however my complaint has NOT been resolved because:
"margin: 0in 0in 10pt;" class="MsoNormal">[Your Answer Here]
USQ refused to issue a refund and unless we returned the "free" pair of glassesI believe that the $was a good faith payment for the original pair of glasses that the business could not and did not deliverAs such, we believe that the money should be refunded first and then the "freebie" returnedWe were forced to submit a credit card chargeback
USQ attempted to offer us a check as a form of refund, rather than issue us a credit on the credit card (which would have been the proper form of refund)This was as despicable as the initial bait-and-switch because accepting the check would have taken our credit card company out of the transaction As consumers we would have had no recourse against USQ
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
[redacted]

I'm sorry to hear that [redacted] was unhappy with the customer service she received at Union Square Eye Care. Although we cannot legally respond to patient-specific questions in any detail in a public forum, we will reach out to [redacted] again, to see if we can help clarify the situation for her.

Again, I am very sorry that [redacted] was not satisfied with the service he received. I will reiterate that we had a check waiting in the full amount made payable to [redacted] on 9/**/14.
I have sent emails to [redacted] expressing my sincere apology for the distress this has caused he and his wife, which I will reiterate here.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Hi [redacted], 
Thank you for following up. As I mentioned, I did receive an email response yesterday, 10/**/14, to a letter I had dropped off at Union Sq Eye Care over a month ago, on 9/*/14. The letter did not sufficiently address my concerns and, according to my insurance company, the guidance provided in the email is incorrect. 
My insurance company is attempting to get in touch with Union Sq Eye Care, but seeing as several parties have reached out on my behalf over the past three months (myself included) and not received a response, I have no confidence that Union Sq Eye Care will respond to this latest round of inquiry.
Please let me know if there are questions - thank you, 
[redacted]
 
Hi [redacted],
Per our call last week and the email I cc'd you on last night this is not yet resolved. My insurance company disputes the response from Union Sq Eye Care and, to my knowledge, the business has not responded to [redacted]s attempts to contact them. 
Thank you,
[redacted] 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: I am submitting this statement as a formal complaint against [redacted] located at [redacted], telephone # ###-###-#### for breach of contract.

On December **, 2015 I received a new prescription for eyeglasses and contact lenses as well. The medical services he provided were outstanding. I decided to order my eyeglasses with their optical store on the same date (December **, 2015). Also, I inquired about ordering contact lenses in which I was asked for my personal information (name, date of birth and my email address) in order to send me the information by email on how-to-order the contact lenses. I waited patiently for the information but this never happened.

On December **, 2015 I called the office to find out the status of both orders and they could not give me a sound and justifiable reason for such a delay which had already elapsed 10 days since the order. First, I was told by Maria, the optical services attendant, that she would have to call to find out what was the status because she did not have an idea and also acknowledge that it had been delayed. When I demanded the reason for the delay she stated probably because of the “holidays celebrations.” I found that as an unjustifiable reason. Also, she specified that an order would take anywhere from 7-10 business days. I told her that the 10-day mark was precisely today (December **, 2015) when I was calling to find out the status because I had never received an update from them after my initial December [redacted] consultation. I expressed to Ms. Maria my discontent and dissatisfaction on the level of patient care service and told her to cancel my order and issue a refund in which she immediately opposed to do so because it is a policy of the establishment.

First, I was never informed of this policy when I ordered the eye glasses; and second, the 7-10 days’ timeframe to have the eyeglasses ready had elapsed and that was enough reason for them to give me a refund of the 50% deposit ($361.00) I placed on December **, 2015.

Furthermore, when I debated with her about the 7-10 days’ timeframe to get the glasses ready by December **, 2015, she continued opposing to grant me with the requested refund of the 50% deposit.

After the dispute, I told Maria to cancel the eyeglasses order and in view of denying the refund that I would call my bank to dispute the charges based on breach of contract of not providing the services or products on time. I immediately placed the dispute with my bank for the 50% deposit I paid to the optical to order the eyeglasses.

Additionally, about the status of ordering the contact lenses, the person who attended the call was Dan (the Administrator of Union Square and Eye Care) who disconnected the call when I inquired on the status of the information that I was supposed to receive about ordering the contact lenses. I immediately dialed back the office and when Dan answered the call he started laughing at me for which I understood was because of my accent and I perceived his action as egregiously discriminatory behavior. A few minutes after the repulsive treatment provided by Dan, I received two emails with the instructions to order the contact lenses. I was surprised because I had told him not to bother to send me anything as I was no longer interested in their products or services.

Even though my bank issued a credit for the amount of the 50% deposit – $361.00 – they advise me that unless the merchant resubmits the charge within 45 days they will notify me and may re-bill my account for the amount of the credit. This has not occurred but I am trying to avoid happening by submitting this complaint.Desired Settlement: I am requesting that the service cease and desist any potential future collections as they are in breach of contract. Furthermore, I had never received the products I initially ordered so as a customer I owe the business no funds or payments whatsoever. If they pursue any collections I will file a civil lawsuit against the business in a court of law.

Consumer

Response:

At this time, I have not been contacted by Union Square Eye Care regarding complaint ID [redacted].Sincerely,[redacted]

Review: I have attempted twice to pay Union Square Eye Care in full for an services conducted in July of 2014. The first payment failed due to a credit card processing error, the second, a check send via usps, succeeded - this was reflected in my bank statement. Only after being contacted two times, and despite having been already paid in full one month prior, my debt was sent to a collection agency.

Once again, I have confirmed with my bank that the payment was successfully withdrawn from my balance and deposited into the account of Union Square Eye Care. I have supplied multiple documents confirming this to the collection agency, who hasn't been able to confirm the validity of the debt in the past 3 weeks (dragging this process on). This is becoming quite frustrating - I cannot understand two things: 1) how my payment could have been accepted and not allocated toward my debt, and 2) that my debt would be so quickly turned to a collection agency despite error on behalf of Union Sqaure Eye Care.Desired Settlement: Please contact the collection agency immediately to confirm that this debt has been paid. I would also like an assurance that this was resolved promptly enough not to affect my credit score in any way, as I am assuming this claim was made in error on your behalf.

Also, please seriously consider a small investment in online bill-pay. This is quite easy to accomplish with today's technology, and would surely avoid issues like this in the future.

Review: I have visited this eye care center 2 times before. After each visit I have received an invoice for an additional fee, not covered by my co-pay. I have paid the additional fee each time. And each time I have been repeatedly billed for the payment of the fee, over and over and over again, for several months, and each time the invoice simply reads: "PREVIOUS BALANCE" with no explanation of what the charge is for. I have called them to complain about this practice several times and they've agreed to change the practice. Since "Previous Balance" means nothing after several months of bogus billing.

I believe this is a corrupt practice intended to coerce further payments out of an individual who are unable to correlate their paymeDesired Settlement: They should be sued and fined. And required to fully specifically explain whatever costs are unpaid that they are their billing for.

Business

Response:

Unfortunately, as I'm not able to legally address patient-specific issues on a public forum, there's little I can say here. I will say that patients with balances after their insurances have paid are billed for only those amounts. Once that patient-owed balance has been paid in full, the bills stop. I'm available to speak with anybody who has a billing concern or complaint at ###-###-####. [redacted] Administrator

Review: My daughter has been a patient with Union Square Eye Care ("USQ") for the last four (4) years. We do not have an issue with her eye doctor but rather their "Optical Boutique" which attempted a bait-and-switch with a pair of $428 glasses we purchased on August **, 2014. When the glasses were purchased, USQ had a buy-one-get-one-free offer (the free pair coming from a "collection" of frames kept in a box). About a week and half after the purchase (or a reasonable time thereafter) we received a call to pick up the free pair of glasses - the actual ($428 pair) glasses were not ready but would be ready shortly. My daughter was fitted for the free pair on September *, and again we were assured that the main pair would be ready soon. Weeks passed, but we assumed USQ was acting in good faith. For a month after the purchase we were never given updates. Finally we received a call from USQ on September ** -- no apologies, no options or alternatives -- the frames were allegedly damaged at the lab, a replacement was unavailable/discontinued and that we would have to purchase a pair in Navy Blue. This was not acceptable and asked for a refund. USQ is refusing to give us a refund for the $428 until we return the free pair that my daughter relies on and wears daily. Acting in good faith, we paid $428 for a child's pair of glasses, after a month with no status updates, we were essentially told that USQ was not going to perform and deliver. Someone named "[redacted]" who held herself out to be a supervisor/optician was very rude and refused to give us a refund until we pay $178 for the "free" pair (we are willing to return the free pair which are of subpar quality) and became combative. We initiated a chargeback with [redacted] yesterday since USQ is refusing a refund. How can a business take $428 from a repeat customer, not deliver the goods after a month's time, and with no apologies refuse to grant a refund? How are we the ones in the wrong? Based on online reviews, we are not the only disgruntled customers.Desired Settlement: We would like USQ to perform and deliver the glasses that we purchased. In the alternative, give us a refund and a reasonable amount of time to find replacement glasses for my 6 year old daughter. We would also like the world to know about USQ's behavior so that no one else falls for their underhanded business practices

Consumer

Response:

At this time, I have been contacted directly by Union Square Eye Care regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

USQ refused to issue a refund and unless we returned the "free" pair of glasses. I believe that the $420 was a good faith payment for the original pair of glasses that the business could not and did not deliver. As such, we believe that the money should be refunded first and then the "freebie" returned. We were forced to submit a credit card chargeback.

USQ attempted to offer us a check as a form of refund, rather than issue us a credit on the credit card (which would have been the proper form of refund). This was as despicable as the initial bait-and-switch because accepting the check would have taken our credit card company out of the transaction. As consumers we would have had no recourse against USQ.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We are, of course, very sorry to hear that [redacted] is unhappy with the experience he had in our optical shop. As he recounted, he ordered a pair of glasses with us, at a cost of $428 (which he paid in full). At the time, we were running a special which - with this purchase - entitled him to a second pair of glasses, free of charge. The free pair was ready a little over a week later and was picked up by [redacted].

As it happened - and to our regret - it turned out the original glasses that were chosen became unavailable in the color that [redacted] had chosen. We called and apologized to [redacted] and offered him a few options: the first was that we could make the glasses, but in a different color (although the same style) frame. The second option was that we could issue a full refund. If he opted for the latter option, he would have to return the pair that had been given to them already, the "free" pair (as an actual purchase is necessary to get the free pair). Of course he was also welcome to come in and shop for another pair.

In numerous conversations with [redacted] and his wife, they've made it clear that they believe they are entitled to both a full refund and a free pair of glasses. And, although we do everything we feel we can to make our customers happy, this wasn't an acceptable option to us.

We have had a refund check for [redacted] in the amount of $428 since 9/**. We have told he and his wife that the check is waiting for them during the course of multiple telephone conversations. He is welcome to pick it up any time - all we ask is that the original pair of glasses be returned. Again, this has all been explained to [redacted] and [redacted] multiple times.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

As has been the case from the start of this process, USQ continues to misrepresent and lie about the facts and their business practices.

1. A full refund was never offered. I had to demand a refund from USQ when they failed, after a month of waiting to find out that the frames were "unavailable." Once a demand for full refund was made, USQ advised us that notwithstanding their lack of performance on the underlying transaction, a refund would not be made until the "free" promotional pair of glasses was returned. It has always been our position that we would return the glasses upon full refund via the original payment method -- crediting our [redacted].

2. At every step of this process, USQ has misrepresented the facts to my wife and myself. One phone call in particular, a USQ representative agreed to refund our credit card (to me). This same representative called my wife immediately and advised her that I had agreed to a refund by company check. As an [redacted] of a merchant services company (credit card and ATM processing), my wife knew that I would never agree to cut out the protections offered by [redacted] in exchange for a USQ company check. Our position has always been, no refund on our [redacted], no return of the "free" promotional glasses. WE CHALLENGE USQ TO PULL THEIR TELEPHONE RECORDINGS -- they will prove that USQ has had nothing but conflicting stories and misrepresentations of what my wife and I have said during our conversations.

3. My wife and I NEVER felt that we were entitled to a free pair of glasses. THIS IS A LIE. Again, I challenge USQ to pull their telephone recordings to prove this lie. As soon as this issue with USQ arose, we had our daughter stop wearing the sub-par, out-of-a-mixed-box pair of frames. We are 4 time repeat customers and we would never think to steal from any business, even one attempting a bait-and-switch scam. This same "free" pair remains in a case and will be returned to USQ.

4. But for the protections provided by [redacted], USQ would still be holding our money. Through no action on USQ's part, [redacted] has since refunded our charge. [redacted] is also investigating any prior complaints/chargebacks vis-a-vis USQ. USQ remains committed to their position of holding a repeat customer's hard-earned money ransom until a "freebie" is returned. My wife and I refused to accept a company check from USQ, this was not a good-faith attempt at refunding payment for our initial purchase. Why would a business refuse to refund a credit card charge when they failed to perform on the underlying transaction?

We would like to stress again, that we were repeat customers of USQ. We have spent hundreds of dollars on our daughter's eye care and had no issues with USQ until this point. USQ's repeated denial of any wrong doing, their repeated lies and misrepresentations and their repeated attempts to further defraud a paying customer with a "refund" in the form of a company check falls outside of any reasonable behavior. It is for this reason that we had no choice but to submit a complaint with the Revdex.com.

The "free" promotional pair will be returned on our next visit to the eye doctors associated with USQ. We have offered to return them via [redacted], but USQ decided not to provide us with an account number. They are free to send someone over to our apartment to pick up the glasses as well.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Again, I am very sorry that [redacted] was not satisfied with the service he received. I will reiterate that we had a check waiting in the full amount made payable to [redacted] on 9/**/14.

I have sent emails to [redacted] expressing my sincere apology for the distress this has caused he and his wife, which I will reiterate here.

Review: I went to Union Square Eye Care in mid-June for an eye exam and visual field test. My eye exam was not billed properly to my insurance. Since the beginning of July, I've been trying to get in touch with someone at Union Square Eye Care who can explain the discrepancy. Over the course of a month, I left three messages for their billing department. None of my calls were returned.

When I did reach someone live they were both rude and unable to answer my questions. She also told me that Union Square Eye Care would not resubmit the bill. I asked to speak to her [redacted] who was also ill-equipped to answer my question. I asked my employer's insurance benefit advocate contact to call Union Square Eye Care to see if she could sort out the issue. None of her calls were returned.

I again left messages in the month of August (on several lines) that were not returned. I asked that someone contact me about this billing issue and also inqured what the in-house appeal process was. No response. On September * I hand-delivered a letter to Union Square Eye Care, addressed to [redacted], whom the [redacted] said was the [redacted]. It's been three weeks and I have not heard a thing.Desired Settlement: I'd like someone to contact me and explain what the difference is between a normal eye exam and what I received.

Business

Response:

I'm sorry to hear that [redacted] was unhappy with the customer service she received at Union Square Eye Care. Although we cannot legally respond to patient-specific questions in any detail in a public forum, we will reach out to [redacted] again, to see if we can help clarify the situation for her.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Hi [redacted],

Thank you for following up. As I mentioned, I did receive an email response yesterday, 10/**/14, to a letter I had dropped off at Union Sq Eye Care over a month ago, on 9/*/14. The letter did not sufficiently address my concerns and, according to my insurance company, the guidance provided in the email is incorrect.

My insurance company is attempting to get in touch with Union Sq Eye Care, but seeing as several parties have reached out on my behalf over the past three months (myself included) and not received a response, I have no confidence that Union Sq Eye Care will respond to this latest round of inquiry.

Please let me know if there are questions - thank you,