Complaints

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• Initial Complaint

  Date:07/11/2023

  Type:Customer Service 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.

  My child received her routine vision visit on 6/30/2023 afternoon. We spent nearly 3 hours waiting outside their office in a very hot afternoon. However, Dr. ******** ***** an OD doctor working for Dr. ***** ****** in Children’s Eye institute at Upland, just rushed through all the checks and made a serious human error in the glasses prescription. The farsighted prescription should be -2.25. However, the doctor wrote it to be +2.25, which potentially could lead to a very different set of glasses. With no optometry background, we noticed the difference, but were unable to identify the mistake. However, when we brought the new prescription to the Optometry store, the store personnel, whom is a very carefully and responsible person, reviewed historical data from the past alerts us something may be wrong. We tried to contact Children’s eye institute for verification, but only got a response 1 week later. Meanwhile, while we were waiting for response, we went for another optometry in ******** California to double check on the prescription. It turns out our doubt was correct, Dr. ******* **** had mistakenly written the wrong prescription. She did updated the prescription, but it took her 1 week to do the correction and we had no time to wait because our child urgently need new glasses.
  
  We called back to Children’s eye institute to complain about it. The front desk was trying everything to downplay it without extending any kind of apology to us. They just say it is a typo, very common and not important, which is a totally unacceptable answer. The Optometry store could have just followed the prescription and gave my child the wrong glasses to damage her eyesight without verifying the prescriptions prescriptions because it’s not their major responsibility to find prescription mistakes.

  Business Response

  Date: 07/21/2023

  Regarding complaint on behalf of *** ***.

  First of all, it was not Dr. **** that issued the prescription, it was in fact another pediatric optometrist.  Dr. **** is the individual that handled the complaint from the parents.  The parents have admitted they did not come to us first to troubleshoot an issue with the glasses, they went to 2 other opticians, which they have the right to do.  And only because the prescription didn't seem right.  No glasses were made or issued yet. In fact, once Dr. **** was involved, she asked them to please bring in the glasses for her to check. but there weren't glasses to check. The family insisted that they had already had the prescription checked and wanted to let us know that the source that they used concluded that serious vision loss could have occurred.  However, the patient did not have glasses made and was not wearing glasses with the new prescription provided by children's Eye Insitute.  All of this happened within a time frame of 2 weeks.  While it is unfortunate that the prescription was transposed incorrectly, I can assure all, that we see 300 patients a week and the incident of a typo in writing prescriptions is almost never.  We certainly do believe that it was an inconvenience for the family, and we corrected as soon as we found out, which was within a couple of weeks.  In this case there isn't anything to refund, patient did not have glasses made, and the family took it upon themselves to have not one, but two other sources check the prescription without coming to us first.  If they have issues with our service, the family can file a grievance with their insurance, and they may be able to issue the member a quality of service refund.  We provided the service regardless of member's satisfaction and corrected the error in a timely manner.  As well, I can also ensure that the staff handled the complaint quickly, and correctly, and directed the conversation with the family to an experienced, pediatric trained optometrist which corrected the situation expeditiously.  Member also has the right to seek care elsewhere if he or she is not satisfied with our care, they can contact their insurance to confirm this information.

  Customer Answer

  Date: 07/21/2023

   I am rejecting this response because:
  1. The  Children's eye institute falsely argues that we didn't come to them as the first resolution. In fact, we tried our best to contact them as the FIRST solution. However, the response was massively delayed.  

  2. The Children's eye institute insists that they made the correction on time. However, it took them a few weeks to get the thing done. That is why we have to go to another facility to check the prescription. It delayed the new glasses our child needs. 

  3. The Children's eye institute now says the typo is rare. However, in the phone conversation with them, they say it is not a big deal. 

  4. The Children's eye institute insist that we still pay them even if they get the wrong prescription. There is no sense of any apology. I would argue a wrong prescription that caused us to go forward and backward between the Children's eye institute and 

  5. My child's eye condition keeps degrading while we are using this facility. Likely, the damage have already been done before. It is just this time, we caught the incorrect prescription right on spot. 

  The Children's eye institute claimed that they provided the service regardless of member's satisfaction is certainly true. I don't see how they care the quality the service provided from this case. They don't make corrections in timely manner.