Williamson Optical, P.C.

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards, *** *** During 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) < This is a lie, I never looked up from my phone I was notation the events as well as recording some of the rudenessNow comes the statement I never complained about the doctor only some of the staffAs for tossing the glass not the case she had the glasses standing in a room nearby removing the marks they put on them for measuringAs for comments when she walked to the room to clean the glasses I said and I quote " You can keep them as I don't want them." as I got up to leave as I already had enough! I made an appt on a Monday drove there only to be told I it was for a Tuesday, I work the over nights and Monday is the only day I would not have worked yetSo you can see the incompentents on top of the rudenessAt one point I stood there for minutes with two girls were having a personal conversation through the office windowReally great service...notI worked for a fortune company and never would treat my customers in such a mannerYou can read complaints about the staff on Facebook and other social mediaAlso VSP called them within mins, as I was on the phone with them in the parking lot after leaving the store and waited there while the VSP rep was on the phone with and woould come back to me with a resolutionI went to a different eye center mins away and they told me they heard about how bad the staff was from their customersSo I did not make this up and I was not being difficult until I started to get the run around after seeing the and wearing the glassesThe glass I had prior were made by a doctor and office that handled the Binghampton *** *** teamI am sure they were not inferior quality to those that were made by this outfitHowever after going elsewhere and being told other stories about this office staff I managed not only to get a solid pair of glasses they worked perfectly the very first time I put them on and the Staff there went above and beyond in getting the job DONE RIGHT THE FIRST TIME! They advised me my old pair of glass were of a high quality and indeed not made by the company of which this outfit is trying to sayIn any case, I was warned by prior customer not to expect anything but a runaround and accusations from this placeCustomers beware is all I can sayDifferent place done right and done right the first time and a Staff that went above and beyond due to the mess left by this place

I am the Office Manager/Optician at Dr. [redacted] office. I 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 40 years and has an excellent reputation. He 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, complaints. I also tried to accommodate [redacted], along with my colleagues, as they found him difficult to work with. When he returned his glasses, I listened to his complaints. He began by telling me that the Dr. had never examined him for glasses, just contact lenses. He was not able to wear them due to a "dry eye" problem. I explained to him that the Dr. begins with the examination, prior to fitting the contact lenses, as that is where he is able to figure out the prescription. I evaluated his glasses to verify that the lenses were made according to the Dr. 1s prescription and that they were positioned accordingly to fit his face. All factors, Rx, Pupillary Distance, Segment Height and lens type were correct. I even offered to have the Dr. reevaluate  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 wearable. I 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 wearing. The 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 10 years wehave been dealing with them. During 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 me. He then tossed the glasses at me, told me he didn't want them (making additional non-essential comments) and left. I 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 on. I explained everything. They understood that sometimes this is how some patients can be and asked me if I would be able to salvage the frame. I said yes and they told me they would be re-instating his benefits so hecould go elsewhere. This brings us to this letter. I 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 us. VSP 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 (ext. 2246) at VSP (1800 615-1883).  Thank you for giving me an opportunity to give you the explanation of the receiving end of the complaint. Lorraine H[redacted], Office Manager/Optician CC/VSP