Used Eye Equipment Inc

Dear Dr***
We understand you are disappointed because of the delay in delivering the equipment
and so are we that we could not get it to you soonerWe do deeply apologize for that
We have
an outstanding reputation with the quality of our reconditioned equipment we sell including lasers
We
recently heard from a Dr*** ***, Bulhead City AZ that purchased a reconditioned
yag laser from us over a year and told us that he was very satisfied with the machine and has no regrets on
the purchase
A doctor from Australia
shipped his laser to us to have it repaired over three years ago and still
working perfectly
We are very trusted by
Doctors all over the world. Equipment sold to Iceland,
Greece, Mexico, Russia and
Romania and and hundreds
of thousands of dollars to Centers in the
Philippines
The purchase was for a
Humphrey GDX, Lumenis SLT II laser and a Humphrey atlas
topographer
Because you were referred
by a happy customer that had their laser repaired by us, we gave you a great
discount and included installation at no chargeThe installation for this
equipment is normally around $1,
The Price of the SLT at
$14,normally sell for around $20,was at a savings of about $6k from the
regular price for this type of laserWe also trouble shoot and performed an evaluation on
the old retinal camera you had that was not working at no charge and no cost for shippingSince it was not repairable, we returned itWe normally charge $for
this service
It is standard practice in
the industry that if there is a warranty on a piece of equipment, the vendor or
manufacture be given an opportunity to repair it or replace itI know of
occasions where a center purchased a $500,excimer and did not work properly
on installationIt was reasonable based on the standard, the company be given
the opportunity to repair it and they didThe customer was not given a refund
That is why there is a
warranty and we are one of the few pre-owned equipment companies that offer one
full year like new equipment hasMost offer days
Sometimes the work needed
to recondition equipment is longer than depending on the availability of
parts and work needed to insure the equipment is working to spec
Based on all the work we
did on the GDX and the laser, I am certain they do work as they should
I am only asking what is standard and reasonable to complete the order as written and agreed upon on the invoiceTo replace the Tomey topographer with a Humphrey as listed on the invoice as
soon as possible and complete the installation on the GDX and laser at your location

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. For your reference, details of the offer I reviewed appear below.After waiting months for the delivery of my equipment, it is not acceptable to me that he delivered 1) a non functioning GDX and 2)something I did not order in the Tomey topographer I could not wait any longer for the equipment He made many excuses, refusing to return my phone calls and my emails He made many promises about dates that he was going to deliver and install and never came through on those dates To imply that I forced him to send someone other than his usual technician is ridiculous Only after he failed to come through on many dates did I insist on him sending someone I could not wait any longer for my equipment He sent me an instrument I did not order (the Tomey) without discussing it with me When the technician that he sent out tried to contact him he refused to answer the technician's phone calls
I do not want to do business with someone who is unreliable as he his He refuses to return my calls Again, I have given him plenty of opportunity, time to deliver the proper equipment to me and he has failed to do soI cannot wait any longer
I have attached emails documenting my emails regarding delivery starting in January I have been more than patient with this company I cannot believe that after months I have a nonfunctioning instrument and an instrument that I did not agree upon I can not wait any longer to resolve thisI want my refund an I want nothing more to do with this unreliable company
Regards,
*** ***, M.D

Hi [redacted] Thank you for giving me the opportunity to respond to D [redacted] 's complaint
13px">ID [redacted] purchased a TMS topographer in Dec
See invoice attached
Once he received it he told me it was older than what I had said and
that it was slightly discolored
I told him I would send him a newer version with the latest software and
just to return the unit without the pc, printer and the other accessories
He then called me back and said he was not comfortable and was not sure
he would be happy with the newer unit
I told him that we have a great reputation for quality as stead in the referrals on our website and not to worry that it would be in great condition
After a few days he said he wanted his money back instead of replacing the one he had
We said we would refund the money but not the shipping cost of $
Check dated 2/and cleared on 2/
We asked him to pack the unit back up and we would pay for the pick upWhich we did
As you can see at the bottom of the invoice it states all sales finalNo refunds
We provided what he agreed to purchaseI believe he simply changed his mind
There was nothing wrong with the equipment nor was it different than what is stated in the invoice
Under the circumstances we did what was fair, he paid for the shipping to him and we paid for the return.
See FedEx returned label from [redacted] to Used Eye Equipment
Thank you
Sincerely,
[redacted]

Dear Dr***I sent you this email on From: *** *** Subject: Re: install followup Date: March 23, 10:35:AM PDT To: *** ***

*** ***Yes unfortunately there wee issues with the equipment she ordered as stated in her complaint And we CORRECTED ALL OF them by resending the minus cylinder phoropter, screw for the stand, correct power supply and tonometer attachment.The autorefractor was delayed because the one we
were coing to send ended up not working and not repairableWe went throughat leaset of them in the same condition until we finally got one that did work to spec and shipped it and received to her satisfaction. *** ***

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. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
The instrument that I ordered, Mr*** told me it was years old As he said, upon receiving the instrument it was discolored so I contacted the supplier of the instrument in North America and found out it was 10years old I contacted Mr*** who apologized for sending me an older instrument Because of the length of time and concern about his truthfulness, I mentioned that I wanted my money
back He said he could but would keep the shipping I did mention to him that I didn't get the instrument ordered and it was not my fault so the shipping should be refunded Mr*** said he would make it right and get me a NEW instrument I then did agree under those circumstances
A week later when I contacted Mr*** he told me that the new instrument would be back ordered for months and he had another used instrument This time the instrument he had was years old and that it would cost me the same as the four year old instrument I ordered in the first place I did ask him if he would take less because this was older than the instrument promised to me He told me that it was still a good deal and would not take less That is when I told him I wanted my money back along with the shipping There was silence and he hung up
Since I never did get the instrument that Mr*** promised me, I think I should have the shipping expense refunded.
Thank you for your concern, Sincerely, Dr*** ***

*** *** *** I received and email after she received it that the unit received did not have a key boardI replied that a ke board was not listed on the repair form she submitted nor was there one in the box with the unitAfter receiving theInstrument I received another email stating the the
machine did not workSince there is a year warranty on the repair, on 02/10/2017, I send her a label, our cost, to Send the unit to a location closer to her for the repair and quicker turn around.Sincerely,*** ***

*** ***I am not a dishonest person. We try very hard to do the best we can to repair and meet our part of the agreementMany things went wrong and each time we did our best to correct I. There are many happy and satisfied customers throughout the nation and overseas, Mexico, Puerto
Rico, Mongolia, Greece to name a few. http://usedeyeequipment.com/testimonials that we have served and are very happyWe did refund his money

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. For your reference, details of the offer I reviewed appear below.I don't believe this to be factual I was told that the instrument was shipped out - how can that be if the repair was not yet completed It was more than a month later that I found out it was not shipped out because supposedly the warehouse team never shipped it Then I was told it would be shipped out immediately - again, this is after the repair was supposedly completed - but it took weeks and a complaint filed with the Revdex.com before the machine was shipped back.Also, the keyboard that was requested to be shipped with the instrument was not sent back and I had to buy another one which was $and the instrument has the same defect it did when I shipped it for repair originally The vendor claims this likely happened during shipping, but what are the chances that shipping caused the exact same defect? And BTW, how often does it take over months to repair an instrument and have it returned to you (not in working condition to boot?) Plus, now the table squeaks and does not move smoothly which was not a problem when I originally sent it in.
Regards,
*** ***

Hello I could not open the file so here is my reply.Thank you for your cooperation.I was surprised to receive an email from [redacted] on the 29th of janComplaining about our bad service since my last I heard from [redacted] was in July of 2016. We exchanged at least 15 emails during that...

time assisting her in the installation.Then I spoke to someone at the office and they told me everything was fine.We assisted her with the installation of the computer she purchased, directed her to manufacturer for questions we could not answerWe directed her to download the files necessary from their website and continued communication throughout. There were changes in personnel  their office.And so we had to talk to different people and perhaps there was part ofthe problem in the communication their office. The technician assisted them via telephone and as of a several months he mailed the capture software twice. The staff stating that they did not get it. Seemed as though thereWas some disorganization there. The tech also advised them on how todownload it from the website. I spoke with the tech again after receiving her last email  and he is going to ship the software again for the third time.Sincerely,[redacted]

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.  For your reference, details of the offer I reviewed appear below.
After waiting 4 months for the delivery of my equipment, it is not acceptable to me that he delivered 1) a non functioning GDX  and 2). something I did not order in the Tomey topographer.  I could not wait any longer for the equipment.  He made many excuses, refusing to return my phone calls and my emails.  He made many promises about dates that he was going to deliver and install and never came through on those dates.  To imply that I forced him to send someone other than his usual technician is ridiculous.  Only after he failed to come through on many dates did I insist on him sending someone.  I could not wait any longer for my equipment.  He sent me an instrument I did not order (the Tomey) without discussing it with me.  When the technician that he sent out tried to contact him he refused to answer the technician's phone calls.  I do not want to do business with someone who is unreliable as he his.  He refuses to return my calls.  Again, I have given him plenty of opportunity, time to deliver the proper equipment to me and he has failed to do so. I cannot wait any longer.  I have attached emails documenting my emails regarding delivery starting in January.  I have been more than patient with this company.  I cannot believe that after 4 months I have a nonfunctioning instrument and an instrument that I did not agree upon.  I can not wait any longer to resolve this. I want my refund an I want nothing more to do with this unreliable company.   
Regards,
[redacted], M.D.

Visionar
Dear Dr[redacted]We understand you are disappointed because of the delay in delivering the equipmentand so are we that we could not get it to you sooner.We do deeply apologize for thatWe have
an outstanding reputation with the quality of our reconditioned equipment we sell including lasers
We
recently heard from a Dr[redacted], Bulhead City AZ that purchased a reconditioned
yag laser from us over a year and told us that he was very satisfied with the machine and has no regrets on
the purchase
A doctor from Australia
shipped his laser to us to have it repaired over three years ago and still
working perfectly
We are very trusted by
Doctors all over the world. Equipment sold to Iceland,
Greece, Mexico, Russia and
Romania and and hundreds
of thousands of dollars to Centers in the
Philippines
The purchase was for a
Humphrey GDX, Lumenis SLT II laser and a Humphrey atlas
topographer
Because you were referred
by a happy customer that had their laser repaired by us, we gave you a great
discount and included installation at no chargeThe installation for this
equipment is normally around $1,
The Price of the SLT at
$14,normally sell for around $20,was at a savings of about $6k from the
regular price for this type of laserWe also trouble shoot and performed an evaluation on
the old retinal camera you had that was not working at no charge and no cost for shippingSince it was not repairable, we returned itWe normally charge $for
this service
It is standard practice in
the industry that if there is a warranty on a piece of equipment, the vendor or
manufacture be given an opportunity to repair it or replace itI know of
occasions where a center purchased a $500,excimer and did not work properly
on installationIt was reasonable based on the standard, the company be given
the opportunity to repair it and they didThe customer was not given a refund
That is why there is a
warranty and we are one of the few pre-owned equipment companies that offer one
full year like new equipment hasMost offer days
Sometimes the work needed
to recondition equipment is longer than depending on the availability of
parts and work needed to insure the equipment is working to spec
Based on all the work we
did on the GDX and the laser, I am certain they do work as they should
I am only asking what is standard and reasonable to complete the order as written and agreed upon on the invoiceTo replace the Tomey topographer with a Humphrey as listed on the invoice as
soon as possible and complete the installation on the GDX and laser at your location

Dear Dr. [redacted]
I sent you this email on 
11px;"> From:  [redacted] <[email protected]>
Subject:  Re: install followup
Date:  March 23, 2016 10:35:50 AM PDT
To:  [redacted] <[redacted]
 
Good morning Dr. [redacted]
Sorry you had trouble with the GDX and laser installation
Unfortunately [redacted] is not as versed in the instruments as my regular guy that 
was out sick that Friday
I sent the instructions to unlock the unit that is why you thought it did not work
The GDX does work and the laser attachment just needs adjustment
As I mentioned in the email before the Tomey is a much newer and better topographer
If you still want the Humphrey, I can have it to you in a few days
Please keep in mind there are parts for that one that will not be available
if it does need repair.
Let me know if you want to keep the Tomey then when I send my other tech
He can take care of the files, adjust the laser and answer anything you need
about the GDX etc.
TODAY:
I did not receive a response to that.
The invoice states no refunds, all sales final and one year warranty
Unfortunately since you insisted on installation for that Friday, the tech that is most experienced was ill
and could not go. So I sent [redacted], good tech but he is not as familiar with the equipment .
We picked the best equipment for your order. Im sure the GDX works and that my other tech can see the adjustment for the laser to fit
It is made to fit for a Haag Streit slit lamp that you said you had.
We upgraded the topographer for a newer one then the Humphrey, since  Zeiss is not supporting some parts for those systems any longer
We can trade it for a Humphrey 995 if you insist knowing that we can no longer warranty it for one year given
the lack of parts incase something happens.
I can have someone come out and take care of things as I mentioned on the 23rd within the next few days
I just have to check our schedule.
Thank you
[redacted]

Hi [redacted]
The check was mailed out on Friday
to [redacted]
Thanks
[redacted]
[redacted]

Review: We did not receive the product we paid for. It took us over 3 weeks to get the order and another 6 weeks to get the money back. We did not get reimbursed for any of the shipping even though the product was incorrect. I just wanted to warn others to beware when ordering from this company.Desired Settlement: Would like to be reimbursed for the shipping. Shipping was $325.00

Business

Response:

Hi [redacted]

Thank you for giving me the opportunity to respond to D [redacted]'s complaint.