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Wise Garage, Inc.

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Wise Garage, Inc. Reviews (1)

August 4, 2015   Dear [redacted],   In response to the complaint made by Mr. and Mrs. [redacted] against Johnstown Family Vision (JFV), please take into consideration the following information. On April 22, 2015, [redacted] received a vision exam at our office. The exam was performed by...

Dr. James M[redacted]. During this examination Dr. M[redacted] noted a half diopter increase in her prescription. Previously Mrs. [redacted] had not received an exam at JFV; however, in September of 2011 she purchased a pair of glasses. At this time, an outside prescription was used to make the glasses. On July 2, 2015, four months after she received an examination by Dr. M[redacted], Mrs. [redacted] came back to JFV to order glasses. If Mrs. [redacted] was under the impression she “needed” new glasses with the most current prescription, one has to wonder why she waited four months before ordering them. It was explained to her that the increase in her prescription should improve her eyeglass vision and that with the amount of change that was found; often a patient may need additional time to adapt. Taking into consideration that Mrs. [redacted] had not had a vision evaluation in four years, the change in her prescription could probably seem very noticeable to her. We recommend to our patients they have a yearly eye examination. A yearly examination consists of more than just a refraction to assess if a prescription change is needed, wanted, or has changed. It also is an opportunity to evaluate the health of the eye and to detect the presence of eye related diseases. When Mrs. [redacted] returned to JFV on July 9, 2015 to pick up her eyeglasses, she wore them for a short period of time and expressed a concern that the prescription was not correct. At this time Dr. Joseph G[redacted], another optometrist that practices at JFV, reevaluated Mrs. [redacted] and rechecked the prescription. Dr. G[redacted] found the same values Dr. M[redacted] had originally found. He explained that often the change in a prescription is subjective. A half diopter change can make a big improvement to one patient, a small difference in other patients, and have no perceivable difference in others. Often times the patient needs to wear the glasses for a while to adjust to the new prescription. The optician working with Mrs. [redacted], attempted to explain that the changes she was experiencing were to be expected. At this point, Mr. [redacted], the husband of [redacted], refused to listen to the explanation and demanded his money back.  As part of the standard procedure at JFV when placing an order for prescription glasses, all patients are given a walkout statement that informs them of a 25% restock fee that will apply on cancelled/returned items. It has been our policy since 1991 to charge a restock fee. Eyeglasses are a custom made item and prescription lenses made for one patient cannot be reused for another. Mrs. [redacted] was given a copy of this statement at the time of ordering. I would provide a copy of this walkout statement upon receipt from Mrs. [redacted] permitting the disclosure of her patient information to your organization in accordance with HIPAA. On July 14, 2015, I spoke directly with Mr. [redacted]. During this encounter he acted in a way that was consistent with how my staff described their interactions with him, he was quite irrational and wielded several threats. Instead of having a civilized discussion on the troubles his wife was experiencing with her glasses and coming to a solution, he began to threaten calling an attorney. Additionally, he informed me that he has access to connections at a local newspaper and he would slander our business by spreading rumors as to “how awful” we are. Unfortunately, this is not the first time I have had to deal with this type of behavior and I understand that certain individuals use these tactics to get what they want. Fortunately, we have had very few patients over the past 24 years in which a resolution could not be accomplished. I will go to a great extent to try to satisfy and retain rational customers, but I will also end relationships with individuals that I no longer want to provide services. Caving to his unreasonable outbursts and threats only encourages similar behavior in the future. Johnstown Family Vision has been in business since 1991 and I can count on one hand the number of times this type of situation has come up. While I do not believe that “The customer is always right”, I will do everything in my power to see that our patients are satisfied and confident with their decision to choose us as their eye care provider. Additionally, there are a few points that I would like to address in the [redacted]’s complaint: ·        Line 2:  The description of “Badly blurred” is used. With any increase in power, the focal point of the lens changes to bring reading material closer. Mr. [redacted] did admit to me that his wife could read better with her new prescription. ·        Line 6: Johnstown Family Vision requires half down before glasses are ordered (made). Mr. [redacted] incorrectly stated that “payment in full” was required. ·        Line 10: The phrase “everything is blurred” was used. Mrs. [redacted] stated to me that she could read better out of the new eyeglasses but not enough to want to keep them. This is very subjective ·        Line 17: Dr. G[redacted] was incorrectly quoted. He did not state that the prescription was wrong, he actually stated that he came up with the same findings. He now realized that Mrs. [redacted] liked her old prescription as opposed to the new one, even though she had not given herself a fair chance to adapt. ·        Line 32: Mr. [redacted] stated to me how much he like the service provided by a Ms. Camille S[redacted], Optical Manager of JFV, while his wife was ordering her eyeglasses and even after he requested a refund. Later he accused the Manager, Ms. S[redacted], of a scam. In conclusion, I offered the [redacted]’s several options to choose from, none of which were acceptable to them. At this point I have chosen to follow my office policy on returns, which is well within my rights. I do not set out to have dissatisfied patients but I realize that a resolution cannot be achieved in every situation. Sincerely,   Anthony S. K[redacted] Operations Manager/Owner, Johnstown Family Vision

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