Weinstein Eye Associates, PA

Dear Sir or Madam:We are in receipt of the complaint registered with the Revdex.com from [redacted] regarding the service and product from my officeWe take any complaint from a patient of ours with seriousness and a desire to amicably resolve.The patient purchased glasses from our practice on September 18, For the record, Ms [redacted] has an extremely high prescription, which results in lenses that will have thicker edges on the temple (outside) portion of the frameMs [redacted] choose a frame with the help of September who is an optician with over years experience, in September's professional opinion, she felt that based on the patient's prescription and frame choice would be appropriate.in discussion with the patient, the lenses ordered were a 1.67-High-IndexFor understanding, a higher index lens will produce a thinner lensBased on the patient's vision insurance provider, Davis Vision, we are obligated to use the Davis Vision lab that is solely under their control and in compliance with the patient's vision contractIn fact, there are lenses of higher index to produce an even thinner lens but these lenses are not offered by the patient's coverage, Weinstein Eye Associates has limited capabilities in specifying how lenses are produced from this labThe frame that she chose had a RETAiL PRICE of $Based on her insurance coverage, her portion for this frame was $She did not pay $for a frame."When Ms [redacted] 's original glasses came back to us, September was not happy with the cosmetic appearance and spoke with the Davis lab about refabricating to decrease the edge thicknessDespite her call and suggestions, there was no difference in appearance when the glasses came back to our officeOn or about October 9, 2014, Ms [redacted] was dissatisfied with the appearance and functionality of the glassesWe were in agreementMs [redacted] , along with September's help selected a new frameShe was not charged for the frame or new lenses by our practiceThe replacement frame had a RETAIL COST of $Again, based on her insurance coverage, her portion would have been $We dispensed the new glasses on October 19, and Ms [redacted] and she seemed satisfied with the outcome.On January 23, 2015, we received a letter from Ms [redacted] with concerns about the service and product from our officeIn this letter, she details her concerns and asks for a $refund based on her experience with our optician, SeptemberThis was the first contact of communication from the patientBased on timing of her letter, I asked my Practice Administrator to look into the matter and to resolve any issues.In the letter from Ms [redacted] , she comments that are policies are not postedWe would completely disagree with this assertionIn our Odenton office, we have available on the counter our written policies on full sheet paper, Additionally, the same policies are displayed on the counter in a scrolling electronic formatWe have a 15-day complete satisfaction policy that states, "if you are not completely satisfied with your eyewear for up to days to return and select another frame.” We are happy to discuss and provide to our patients our policies, answer any question and we stand behind them.When Ms [redacted] left our practice in October 2015, we did not have any further communication from her until the January 23"letterIn her complaint, there is no reference to poor workmanship or defect in the material or frame following the remake, it is certainly reasonable that after days of use that the patient was satisfied with her glasses and the outcome.In her letter to the Revdex.com, she is actually asking for a refund of the full original frame cost ($127.20) that she paid to Weinstein Eye Associates and not the differenceBased on her complaint and resolution she requests, the actual refund would be $88.00, which represents the difference in her between the two framesWhile the $refund is fair and equitable, we will honor the $request to bring closure to this matter.Weinstein Eye Associates has always worked to resolve any complaint it receives, in the over years we have been in business, our record in the communities we serve and with the Revdex.com is exemplaryYour files show that we have responded accordingly and fairly in every instanceWe ask that you mark our file as “satisfactory resolved" with a "favorable outcome".Should you have any other questions or concerns, please contact our office.DrAaron W [redacted] President

Dear Sir or Madam:We are in receipt of the complaint registered with the Revdex.com from [redacted] regarding the service and product from my office. We take any complaint from a patient of ours with seriousness and a desire to amicably resolve.The patient purchased glasses from...

our practice on September 18, 2014. For the record, Ms. [redacted] has an extremely high prescription, which results in lenses that will have thicker edges on the temple (outside) portion of the frame. Ms. [redacted] choose a frame with the help of  September who is an optician with over 25 years experience, in September's professional opinion, she felt that based on the patient's prescription and frame choice would be appropriate.in discussion with the patient, the lenses ordered were a 1.67-High-Index. For understanding, a higher index lens will produce a thinner lens. Based on the patient's vision insurance provider, Davis Vision, we are obligated to use the Davis Vision lab that is solely under their control and in compliance with the patient's vision contract. In fact, there are lenses of higher index to produce an even thinner lens but these lenses are not offered by the patient's coverage, Weinstein Eye Associates has limited capabilities in specifying how lenses are produced from this lab. The frame that she chose had a RETAiL PRICE of $309.00. Based on her insurance coverage, her portion for this frame was $127.20. She did not pay $309.00 for a frame."When Ms. [redacted]'s original glasses came back to us, September was not happy with the cosmetic appearance and spoke with the Davis lab about refabricating to decrease the edge thickness. Despite her call and suggestions, there was no difference in appearance when the glasses came back to our office. On or about October 9, 2014, Ms. [redacted] was dissatisfied with the appearance and functionality of the glasses. We were in agreement. Ms. [redacted], along with September's help selected a new frame. She was not charged for the frame or new lenses by our practice. The replacement frame had a RETAIL COST of $199.00. Again, based on her insurance coverage, her portion would have been $39.20. We dispensed the new glasses on October 19, 2014 and Ms. [redacted] and she seemed satisfied with the outcome.On January 23, 2015, we received a letter from Ms. [redacted] with concerns about the service and product from our office. In this letter, she details her concerns and asks for a $127.20 refund based on her experience with our optician, September. This was the first contact of communication from the patient. Based on timing of her letter, I asked my Practice Administrator to look into the matter and to resolve any issues.In the letter from Ms. [redacted], she comments that are policies are not posted. We would completely disagree with this assertion. In our Odenton office, we have available on the counter our written policies on full sheet paper, Additionally, the same policies are displayed on the counter in a scrolling electronic format. We have a 15-day complete satisfaction policy that states, "if you are not completely satisfied with your eyewear for up to 15 days to return and select another frame.” We are happy to discuss and provide to our patients our policies, answer any question and we stand behind them.When Ms. [redacted] left our practice in October 2015, we did not have any further communication from her until the January 23"letter. In her complaint, there is no reference to poor workmanship or defect in the material or frame following the remake, it is certainly reasonable that after 90 days of use that the patient was satisfied with her glasses and the outcome.In her letter to the Revdex.com, she is actually asking for a refund of the full original frame cost ($127.20) that she paid to Weinstein Eye Associates and not the difference. Based on her complaint and resolution she requests, the actual refund would be $88.00, which represents the difference in her between the two frames. While the $88.00 refund is fair and equitable, we will honor the $127.20 request to bring closure to this matter.Weinstein Eye Associates has always worked to resolve any complaint it receives, in the over 40 years we have been in business, our record in the communities we serve and with the Revdex.com is exemplary. Your files show that we have responded accordingly and fairly in every instance. We ask that you mark our file as “satisfactory resolved" with a "favorable outcome".Should you have any other questions or concerns, please contact our office.Dr. Aaron W[redacted] President

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]