Windsor Eye Care & Vision Center PC

We have tried to remedy Ms [redacted] 's complaints on multiple occasions, including replacing the frame in question At the time the frame was replace we tried to explain to her that there was no crack in frame, that what she was seeing was a small opacity within the plastic However, she insisted that there was a flaw After she has been in the office multiple times and disrupted our business we replaced the frame After the frame was replaced, she called the office on multiple occasions and returned after a few weeks reporting that there was still a problem with her glasses On separate occasions inside the office and multiple occasions on the phone she was verbally abusive to the staff to the point that one of our other customers noticed and offered to intervene When she returned and became verbally abusive a 3rd time I advised her to leave and not return She is no longer allowed in my office and my staff has been advised to contact the authorities if she returnsRespectfully, Brent P [redacted] ,O.D

Complaint: [redacted] I am rejecting this response because: I was sold a frame that cracked This was not my fault It could have caused future problems When the new frame came in the lenses should have been adjusted to fit the new frame If that meant recutting new ones than that is what should have happened They did not do this They ignored the problems I had with ill fitting lenses Another business confirmed the need for changing the lenses I am still under warranty until March of If the glasses have a problem with loose lenses after the warranty is up; what am I to do? The time for the problem to be corrected is while I am under warranty This is bad business! I was told to take my glasses and get out of his store and to not return! And he said it rudely! DrP [redacted] does not want to honor the warranty I have with these glasses He doesn't want to own up to the fact that the glasses were inferior with the lenses not being adjusted properly to fit the new frames! He is tight financially--he doesn't want to spend the money to cut new lenses! On top of that he was extremely rude and mean in how he treated me! If I am such a bad customer than why have I NEVER been treated like that before?? I have never been told to leave a business, ever, in my years!!! He needs to make things right! I will tell others the truth! Regards, [redacted]

We have tried to remedy Ms. [redacted]'s complaints on multiple occasions, including replacing the frame in question.  At the time the frame was replace we tried to explain to her that there was no crack in frame, that what she was seeing was a small opacity within the plastic.  However, she...

insisted that there was a flaw.  After she has been in the office multiple times and disrupted our business we replaced the frame.  After the frame was replaced, she called the office on multiple occasions and returned after a few weeks reporting that there was still a problem with her glasses.  On 2 separate occasions inside the office and multiple occasions on the phone she was verbally abusive to the staff to the point that one of our other customers noticed and offered to intervene.  When she returned  and became verbally abusive a 3rd time I advised her to leave and not return.  She is no longer allowed in my office and my staff has been advised to contact the authorities if she returns.Respectfully,Brent P[redacted],O.D.

Complaint: [redacted]
I am rejecting this response because:
I was sold a frame that cracked.  This was not my fault.  It could have caused future problems.  When the new frame came in the lenses should have been adjusted to fit the new frame.  If that meant recutting new ones than that is what should have happened.  They did not do this.  They ignored the problems I had with ill fitting lenses.  Another business confirmed the need for changing the lenses.  I am still under warranty until March of 2017.  If the glasses have a problem with loose lenses after the warranty is up; what am I to do?  The time for the problem to be corrected is while I am under warranty.  This is bad business!  I was told to take my glasses and get out of his store and to not return!  And he said it rudely!  Dr. P[redacted] does not want to honor the warranty I have with these glasses.  He doesn't want to own up to the fact that the glasses were inferior with the lenses not being adjusted properly to fit the new frames!  He is tight financially--he doesn't want to spend the money to cut new lenses!  On top of that he was extremely rude and mean in how he treated me!  If I am such a bad customer than why have I NEVER been treated like that before??  I have never been told to leave a business, ever, in my 61 years!!!  He needs to make things right!  I will tell others the truth!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
There are numerous lies here.  I did not disrupt their office in any way when the frame was brought in to notify them of the crack.  No one there said it was not a crack.  There was no mention of it being anything else.  They agreed to replace it right away; and agreed it was a crack.  So them saying differently now; is a lie.I did no visit their store numerous times, nor disrupt their business several times.  I have written documentation of every visit. One visit in September to show them cracked frame.  One visit to receive new frame with lenses put in.  Quick visit and I left.  One more visit to mention lose lense, cracking sounds.  They used sticky tape.  Returned shortly becuz of eye irritation and headache.  I wasn't feeling well, clearly; and that is when I got upset and asked what they had done. Didn't swear, didn't call names, didn't disrespect in any way. What they heard was frustrated tone and stressed over how I felt and wanting to understand what they had done. Went home and smell lasted for hours from sticky tape.  Went in the next day and apologized to same employee for any disrespect she felt from my anger and frustration.  She accepted my apology gracefully.   The next time I was in, and the last time; was on Oct. 31, Halloween.  I told front receptionist about the cracking sounds from glasses; the pooling of cleaning solution from frames--making them take so long to clean.  And I also mentioned a second opinion from [redacted] a business that sells eye glasses down the street.  The other business told me the lenses looked as thought they were cut too short.  And that when the new frame came in they should have recut new lenses for the new frame.  They said sticky tape was not the way to fix the problem.  So anyway, when I came in on the 31st; I was not disrespectful or loud in any way.  I asked for problem to be resolved and front gal mentioned perhaps the lenses could be recut.  She told me to wait and then another woman came out.  She told me there was nothing wrong with the glasses.  I disagreed with her and I was not out of line in anyway.  While we were talking, Dr. P[redacted] came out and listened.  Then he entered into conversation and told me nothing was wrong with glasses.  He would not think about what I was saying and would not budge from his position.  Then he said in a firm rude voice "Look at me!"  I looked at him.  He said"Take your glasses!"; and thrust them toward me.  I took them.  Then he said" Now get out of my store and don't you ever come back!"    I have every visit documented.  I shared this with [redacted] and they were shocked he treated me like that.  I have worn glasses for over 40 years and have never been treated like that.  My husband and daughter were shocked.  I was shaking when I got to my car after he spoke to me like that!  He outright lied and exaggerated things about me.  I DID not make numerous visits to his store!!  I DID not disrupt or be disrespectful other than the one visit; that I came back and apologized to worker for.   My concern is that my glasses are under warranty with his store until March of 2017.  How does he have the right to refuse to service my glasses if I need them to be looked at or worked on?   He is not fair and he lied. NO ONE told me there was no crack in the frame!!  They agreed there was one and had no problem replacing them!   I only visited the store 4 total times after the first time of the exam and picking out frames!  How is that numerous times!!   How is that I apologized and they never mentioned that!   The day he told me to get out there were no other customers in the store!  I guarantee if there had been; he would have not treated me that way!   I will never do business with him again.  I have documentation and have told others and no one whom I told is going to keep quiet about how he treated me!!
Regards,
[redacted]

At this time we have done everything that we can do.  Unfortunately, there is no further remedy that we can provide at this time.

We have tried to remedy Ms. [redacted]'s complaints on multiple occasions, including replacing the frame in question.  At the time the frame was replace we tried to explain to her that there was no crack in frame, that what she was seeing was a small opacity within the plastic.  However,...

she insisted that there was a flaw.  After she has been in the office multiple times and disrupted our business we replaced the frame.  After the frame was replaced, she called the office on multiple occasions and returned after a few weeks reporting that there was still a problem with her glasses.  On 2 separate occasions inside the office and multiple occasions on the phone she was verbally abusive to the staff to the point that one of our other customers noticed and offered to intervene.  When she returned  and became verbally abusive a 3rd time I advised her to leave and not return.  She is no longer allowed in my office and my staff has been advised to contact the authorities if she returns.
Respectfully,
Brent P[redacted],O.D.