Vista Vision

Response to Revdex.com claim # [redacted] involving “Product Issues”To Whom it May Concern:I will address the particulars of the complaint belowThe complaint states that we were "evasive about pricing options" with insurance and that options were sold for the product without revealing the price for said optionsThis is not only false, it is opposite of what occurred and occurs with every glasses sale at our officeThe customer was shown what options were available, their exact cost and how the insurance benefited the costIn fact the optician specifically recalls the customer being surprised at the cost when totaled and offered to reduce the quality level of some options or remove them altogether, to which the customer declined and voluntarily chose the recommended options Regarding the printed receipt and discrepancies or billed amount versus reimbursed amountThe charges on the ledger receipt shows our office's "usual and customary” aka U&C charges for servicesThe amount reimbursed by a specific payer (insurance company) is virtually always less than the U&CWe have no motivation to distort any items in the ledgerWe are upfront and transparent about what the insurance company pays and what the patient paysI have somewhat 'new’ front office staff and they may have printed a ledger record that was not specifically a receipt of exactly what the customer paid forI can make this available if it is desiredYes we did say that there would be some adjustment to progressive lenses, as this is common knowledge in the ophthalmic industry and the VAST majority of users grow accustomed to and very appreciative of the benefits of progressive lensesThey are by far the most popular, useful and specifically matched choice for the patient in question hereIn addition, the relative benefits and advantages of other choices: lined bifocals, lined trifocals, reading specific glasses, etcwere discussed and explained at length for the patient and he voluntarily chose progressives as his best optionWe have a "progressives non-adapt” policy that still can be used at this point: We will re-make the glasses as lined bifocals, with all other lens options remaining intact at no additional cost to the patientThe patient is concerned that the fitting and lens grinding were done improperlyWe have a very experienced optician and we did verify that the prescription was ground correctly, as we do with every pair of glasses leaving the shopThe fitting height was verified as correct for the patient twiceIf the patient moves to lined bifocals as outline above, the fitting distance from back of lens to the eye is less critical and might alleviate this problemThis particular customer was very disrespectful, raising his voice, yelling at my optician and “getting in her face" the day before he came back and dealt with meThe next day with me, he was again disrespectful, raising his voice and generally uncooperativeWe are appreciative of our patients at Vista Vision and provide unparallelled eye care and customer serviceIn four years of seeing patients this is the only truly negative patient/customer interaction I have hadI wish the best for the unsatisfied customer and hope that a resolution is reachedOn the other hand I won't be bullied, insulted or schooled on optics and ophthalmic matters by my customers

Response to Revdex.com claim #[redacted] involving “Product Issues”To Whom it May Concern:I will address the particulars of the complaint below.1. The complaint states that we were "evasive about pricing options" with insurance and that options were sold for the product without revealing the price for said...

options. This is not only false, it is opposite of what occurred and occurs with every glasses sale at our office. The customer was shown what options were available, their exact cost and how the insurance benefited the cost. In fact the optician specifically recalls the customer being surprised at the cost when totaled and offered to reduce the quality level of some options or remove them altogether, to which the customer declined and voluntarily chose the recommended options.  2. Regarding the printed receipt and discrepancies or billed amount versus reimbursed amount. The charges on the ledger receipt shows our office's "usual and customary” aka U&C charges for services. The amount reimbursed by a specific payer (insurance company) is virtually always less than the U&C. We have no motivation to distort any items in the ledger. We are upfront and transparent about what the insurance company pays and what the patient pays. I have somewhat 'new’ front office staff and they may have printed a ledger record that was not specifically a receipt of exactly what the customer paid for. I can make this available if it is desired. 3. Yes we did say that there would be some adjustment to progressive lenses, as this is common knowledge in the ophthalmic industry and the VAST majority of users grow accustomed to and very appreciative of the benefits of progressive lenses. They are by far the most popular, useful and specifically matched choice for the patient in question here. In addition, the relative benefits and advantages of other choices: lined bifocals, lined trifocals, reading specific glasses, etc. were discussed and explained at length for the patient and he voluntarily chose progressives as his best option. We have a "progressives non-adapt” policy that still can be used at this point: We will re-make the glasses as lined bifocals, with all other lens options remaining intact at no additional cost to the patient.. 4. The patient is concerned that the fitting and lens grinding were done improperly. We have a very experienced optician and we did verify that the prescription was ground correctly, as we do with every pair of glasses leaving the shop. The fitting height was verified as correct for the patient twice. If the patient moves to lined bifocals as outline above, the fitting distance from back of lens to the eye is less critical and might alleviate this problem. 5. This particular customer was very disrespectful, raising his voice, yelling at my optician and “getting in her face" the day before he came back and dealt with me. The next day with me, he was again disrespectful, raising his voice and generally uncooperative. We are appreciative of our patients at Vista Vision and provide unparallelled eye care and customer service. In four years of seeing patients this is the only truly negative patient/customer interaction I have had. I wish the best for the unsatisfied customer and hope that a resolution is reached. On the other hand I won't be bullied, insulted or schooled on optics and ophthalmic matters by my customers.