I am the Office Manager/Optician at Dr [redacted] officeI am writing in response to the letter we received from you regarding the complaint by [redacted] I will start by telling you that Dr [redacted] has been in business for over years and has an excellent reputationHe gives a very comprehensive eye examination, doing all preliminary evaluations himself and his expertise is in fitting contact lenses (especially those patients difficult to fit)He is the most easy going person and is very accommodating in concern to all of his patients needs, as well as, complaintsI also tried to accommodate [redacted] , along with my colleagues, as they found him difficult to work withWhen he returned his glasses, I listened to his complaintsHe began by telling me that the Drhad never examined him for glasses, just contact lensesHe was not able to wear them due to a "dry eye" problemI explained to him that the Drbegins with the examination, prior to fitting the contact lenses, as that is where he is able to figure out the prescriptionI evaluated his glasses to verify that the lenses were made according to the Dr1s prescription and that they were positioned accordingly to fit his faceAll factors, Rx, Pupillary Distance, Segment Height and lens type were correctI even offered to have the Drreevaluate him (at no additional cost to him) as his prescription had changed and perhaps a modification could be made He further complained that the lenses were inferiorly made, frame of poor quality and finishing and were not wearableI compared the previous type of lens and frame he was wearing.Both were of the same manufacture (Marchon) and, in fact, the lens of better quality with more advanced technology (Varilux Physio Enhanced) in Polycarbonate material and a Crizal Reflection-Free lens treatment, than the glasses he had been wearingThe Optical Lab which had produced the glasses has been in business for many years and is an approved Essilor lab thru his vision plan VSP (Vision Service Plan)They do excellent work for over the years wehave been dealing with themDuring the entire time I was trying my best to explain and accommodate him, I don't remember him evening looking up from his cell phone to listen to meHe then tossed the glasses at me, told me he didn't want them (making additional non-essential comments) and leftI don't feel we were rude, condescending or gave him the run around(in fact, I felt he was the one being rude) About an hour later, VSP called to ask what had been going onI explained everythingThey understood that sometimes this is how some patients can be and asked me if I would be able to salvage the frameI said yes and they told me they would be re-instating his benefits so hecould go elsewhereThis brings us to this letterI checked with VSP to see if I was under any obligation to reimburse [redacted] any of his copayments (as with insurance, it is paid out differently with reimbursements to the Dr.)They told me that we were not obligated to refund him any money as [redacted] would not have to pay any future copayments (out of pocket expenses) to the office he went to after usVSP had already made arrangements with the new office, so all would be accommodated( [redacted] would have had to pay his copayments, either way, as VSP was not giving him glasses for free)If you would like verification of this, please feel free to contact Jonathan (ext2246) at VSP (615-1883) Thank you for giving me an opportunity to give you the explanation of the receiving end of the complaintLorraine H***, Office Manager/Optician CC/VSP
I am the Office Manager/Optician at Dr [redacted] officeI am writing in response to the letter we received from you regarding the complaint by [redacted] I will start by telling you that Dr [redacted] has been in business for over years and has an excellent reputationHe gives a very comprehensive eye examination, doing all preliminary evaluations himself and his expertise is in fitting contact lenses (especially those patients difficult to fit)He is the most easy going person and is very accommodating in concern to all of his patients needs, as well as, complaintsI also tried to accommodate [redacted] , along with my colleagues, as they found him difficult to work withWhen he returned his glasses, I listened to his complaintsHe began by telling me that the Drhad never examined him for glasses, just contact lensesHe was not able to wear them due to a "dry eye" problemI explained to him that the Drbegins with the examination, prior to fitting the contact lenses, as that is where he is able to figure out the prescriptionI evaluated his glasses to verify that the lenses were made according to the Dr1s prescription and that they were positioned accordingly to fit his faceAll factors, Rx, Pupillary Distance, Segment Height and lens type were correctI even offered to have the Drreevaluate him (at no additional cost to him) as his prescription had changed and perhaps a modification could be made He further complained that the lenses were inferiorly made, frame of poor quality and finishing and were not wearableI compared the previous type of lens and frame he was wearing.Both were of the same manufacture (Marchon) and, in fact, the lens of better quality with more advanced technology (Varilux Physio Enhanced) in Polycarbonate material and a Crizal Reflection-Free lens treatment, than the glasses he had been wearingThe Optical Lab which had produced the glasses has been in business for many years and is an approved Essilor lab thru his vision plan VSP (Vision Service Plan)They do excellent work for over the years wehave been dealing with themDuring the entire time I was trying my best to explain and accommodate him, I don't remember him evening looking up from his cell phone to listen to meHe then tossed the glasses at me, told me he didn't want them (making additional non-essential comments) and leftI don't feel we were rude, condescending or gave him the run around(in fact, I felt he was the one being rude) About an hour later, VSP called to ask what had been going onI explained everythingThey understood that sometimes this is how some patients can be and asked me if I would be able to salvage the frameI said yes and they told me they would be re-instating his benefits so hecould go elsewhereThis brings us to this letterI checked with VSP to see if I was under any obligation to reimburse [redacted] any of his copayments (as with insurance, it is paid out differently with reimbursements to the Dr.)They told me that we were not obligated to refund him any money as [redacted] would not have to pay any future copayments (out of pocket expenses) to the office he went to after usVSP had already made arrangements with the new office, so all would be accommodated( [redacted] would have had to pay his copayments, either way, as VSP was not giving him glasses for free)If you would like verification of this, please feel free to contact Jonathan (ext2246) at VSP (615-1883) Thank you for giving me an opportunity to give you the explanation of the receiving end of the complaintLorraine H***, Office Manager/Optician CC/VSP