Vision City

Blackstock came to our office on 01/03/and had a contact lens examHe got trial lenses of a monthly contact lensHe did pay for a six months supply of lenses that day, which was for six pair of monthly lensesHe did not like the comfort of those and switched to trial a two week lens three
days later on the sixth of January, which is a lens with a wear time of half the length of the first lens he triedHe called on January 30th and requested for us to order a six months supply of those lenses which is twice the quantity of his original order, as well as a different brand.We are sorry that there was any miscommunication between Mr***, and any of the staff members he spoke toWearing a lens that lasts half as long comes with a price increase, unfortunately, which is what resulted in the $differenceNot all patients are comfortable in all types of lensesWe do our best to explain the differences and the costs that go along with the many different lenses on the marketAs always, we are open to discussing any issues or concerns any patients may have and encourage them to call our office any time as well as to stop in and discuss any matters in personIt is always easier to communicate directly rather than to go through outside, third parties but we are, of course, willing to explain the disputed amount that way, as wellAgain, we apologize for any miscommunication and appreciate your business and hope you are happy with the two week contact lens.Thank You, Vision City

Revdex.com,This letter is in response to the complaint we received from you regarding J*** ***, ID ***0.Ms*** came into our office on 5114/for an exam and contact lens fittingHer contact fitting was for monovision, which corrects for both distance and near
visionOur staff is well trained in how to teach insertion and removal classesWe would never have someone teach an individual how to put contacts in who isn't qualified to do soBecause wearing contacts involves putting a device in and out of your eye, we have to be certain the patient can do this task on their ownUnfortunately, some patients are not able to grasp insertion and removalThose situations are not common but they do happenSome patients are more sensitive to touching their eye and have a difficult time learning how to wear contactsWe never tell a patient that they cannot wear contacts, they simply have to be able to put them in and out confidently on their ownOur staff often sits for hours with a patient who has a difficult time grasping it, and sometimes over multiple visitsWe let the patient determine if they would like to discontinue insertion and removal classes, we do not decide that for them.We did not charge the patient for the $contact lens fitting which was done by our doctorThat was simply a courtesy we extended to her.Ms*** decided to get glasses with single vision lensesThose lenses were for distance correction only, and would not be used to treat her near visionShe opted to not get the multifocal lens which would have corrected both, that would be the reason why her near vision is not clear in themWhen she purchased her glasses on May 14, 2016, she selected frames that were fairly largeShe chose a frame that was to her personal taste and likingOn May 21, she called her insurance company to complain that they were too heavyThe insurance company called us, and as is their policy, told us that we are not obligated to put her into a different frame from the one that she chose and that if 'we did so it would be at our costAgain, we extended a courtesy to her by making new lenses in a different frame at no cost to herWe would always encourage and appreciate patients letting us know directly when they have an issue, as we are very accommodating.Ms*** has posted complaints on Facebook as well as your websiteJt is most feasible to help someone with their vision issues when they come to usShe is well past her day period of no charge doctor's changes as she has had the glasses since May of Her vision will not be improved for near when they are strictly for distance but we are happy to sell her a pair of near vision only glasses, or a multifocal pair at a discount of 20%She has requested in her complaint to you a disputed amount of $but actually only paid a total of $205.20, not including the $contact lens fitting that we waived for herWe have remade the glasses at her request due to personal dissatisfaction with the frame that she choseWe do not do refunds, as stated on our receiptsWe have a day no charge doctor policy which would have expired in mid August. We work hard to satisfy our patients and have had fourteen years of success in doing soWe are sorry she is having problems and suggest correction for her near vision

Complaint: ***
I am rejecting this response because so many of the details are completely inaccurate. I was never fitted for contacts by the Doctor. A employee gave me samples and really did not work with me, she actually got up an left me by myself so I left and called back to the office and asked if someone could meet with me and help with the contact fitting. I went back and dealt with an employee named Jewel an she was very helpful and polite but her suggestion was just to wear one contact to correct my vision. I tried it but it really did not work and I felt helpless because I knew if I returned I would be brushed off again. She also gave me samples to try and told me when I ordered the contacts I would be charged the fitting fee I really did not like that idea and I tried it and it really did not help but I felt that So the response was sounded much more gracious than it actually was. I was never given an option for multi-focus for my glasses or contacts which ay have been the solution, I will not know because the employees were not willing to help or do not have the knowledge to properly fit for my vision problems. As for changing out the frames that was all because my insurance allowed it after I explained again the employees were not helpful properly fitting the frames and the were heavier than I could stand. I had picked out several and gave up when the employees would not give me any feedback on which ones fit my face better and just picked one. I believe my complaint is valid as all I wanted to have done was adjust the glasses that I can only use to drive because the will not stay on my face but I was interrupting the employees socializing and I was ignoredSo for all the years that my family have been patients if this office I believe we will be better served at a facility were the employees are properly trained and will maintain a product they sell
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]The reason I made this complaint was because I was completly ignored when I was in the office to have my glasses adjusted because they will not stay on my face. That visit  cumulated the horrible service I have received with this pair of glasses. I truly feel if the employees I dealt with were trained properly and could have answered my questions I would have a properly fitted pair of glasses that  correct my vision. Due to the lack of care given to me I am unable to even wear the glasses I purchased in May 2016.