Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:22/09/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sept 2 2022 I received a call from south shore eye clinic asking if I could come earlier than my initial eye exam appointment. Since it was my first time meeting this Dr I assumed there must be paperwork to fill out. When I arrived the building was locked. A woman saw me standing there and opened the door. She didn't greet me or welcome me to the office. Instead she pointed in an angry manner telling me to wash my hands in what I can only assume was a bathroom. I immediately felt red flags of fear. I didn't feel safe so I spoke directly to her and exclaimed; ,"you are scaring me I have to leave!" Then a week later I got a bill in the mail saying I owe $50.00 for refusing to use hand sanatizer/ no show. Both accusations are false.

  Business Response

  Date: 26/09/2022

  All of our patients are told upon booking that we are still masking, they will need to wash or sanitize their hands on arrival and our doors still remain looked (like many other medical facilities still do, this is not out of the norm). We had several patients fall ill that morning and we contacted Ms. ***** to see if she could come early, she indicated she could not and came at her originally scheduled time. Ms. ***** was greeted by one of our most pleasant and long-standing staff members. After confirming that Ms. ***** did have an appointment with us, she was asked if she had a mask. She said she did somewhere in her purse but our staff told her we could provide one to her and handed her one of our provincially provided masks. Ms. ***** asked if it had fiberglass in it and the staff member responded that we get our masks from a medical facility. Then Ms. ***** asked if we were all vaccinated, to which our staff responded yes. By then, Ms. ***** was masked and inside the building. Staff pointed to the public washroom and was told she could either wash her hands or use the hand sanitizer that was on the counter, directly in front of her. Ms. ***** turned to the staff member stating "You're scaring me" and turned around and walked out of the building. We presumed it was because she was refusing to sanitize her hands. Several other staff member witnessed the interaction and did not find the initial staff member to be expressing anything in an angry or frightful manner. our longstanding policy for cancellation and late postponed appointments is $50. With Ms. ***** walking out of the building, we issued the invoice. 

  There unfortunately seems to be much misunderstanding in the interactions with Ms. Snair. We deal with many special needs individuals and those with sensitivities, phobias and fears. We strive very hard to provide a welcoming, safe and accommodating environment to all of our patients. If our patients share their concerns in a constructive manner, we are more than happy to help.  

  Business Response

  Date: 26/09/2022

  We have already addressed the reason why the $50 charge was applied and stand behind the charge.

  Customer Answer

  Date: 27/09/2022

   I am rejecting this response because:
  
  
  The doctor as well as the owner have a right to know what's occurring.   The  angry person I encountered must be the manager because of the lack of accountability.  I still desperately need an eye doctor as I'm not seeing well. This lack of professional conduct that I experienced came with the price of 50.00. Sould I have stayed hoping the manager would be in a better mood? Most RCMP would advise trusting your instincts and leaving an unsafe environment.