Complaints

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• Initial Complaint

  Date:12/27/2023

  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.

  July I bought glasses for my husband. lens are transition here it is 6 the lens started flacking they told it it was due to heat. Will not cover the lens. Went somewhere for a second opinion. They stated the coating was an issue. And the lens should be replaced under a warranty. Where we bought the glasses we send upward of $350 (they would not give me another copy of the receipt) it gunna cost me close to another $400 to get new glasses and lens

  Business Response

  Date: 01/15/2024

  Patient RX was brought in with obvious signs to the frame and lenses that they have been under extreme heat conditions.  The frame is melted and warped which in turn is the reason the lenses are crazing.  This Lens RX did not originally contain any coatings applied by the manufacture or added by laboratory in the fabrication of the RX; ie poly src or ar.  This is not a coating fail.  Frame was dispensed as a new frame with the lenses directly to the patient July 18, 2023.

  Patient frame will need to be replaced to successfully hold a new set of lenses.  The Rx is five months old and unfortunately cannot be responsible for the conditions (not normal wearing conditions) that the patient subject the Rx.   However, if they would like to discuss costs and or options to replace the frame and lenses we are happy to do so, as long as the patient presents himself in the office acting like an adult.  Patient indicated at the time he was not willing to listen or talk when we explained this was not warranty resulting from a manufacture defect for the frame or lenses. Eye Centers does have a complete defective replacement policy no charge warranty, limited options of defective warranty, and replacement extended replacement (non warranty) which are detailed under financial privacy information which the patient acknowledge by signing on June 23, 2023 at the examination.   A copy of that is attached.

  The patient was apprised to the issues with the frame which obviously was the reason that the lenses have an issue, noting it appears that both have been exposed to high heat.  Patient was not willing to listen to all options available.  His comment was "this happens to every pair of glasses I get here", and walked out. This patient has not been seen in this office since 2004.

  EYE CENTERS

  Business Response

  Date: 01/23/2024

  To continue to move forward with this Allegation/CONCERN it will be DIRECTLY with the PATIENT.   The wife/representative was not present when the patient came into the office, therefore has no idea what he said or for that matter what we said.  .  She cannot report how he acted when she was not present.  Two staff did witnessed his response and actions including the Medical receptionist who tried to talk with him.  Our front desk is on video/audio 24/7.

  The Medical Receptionist that spoke with him paid him no disrespect, and her tone of voice was calm and respectful. 

  Frames were compromised when he originally brought them in and we noted that to him.  We did take pictures at that time of what was presented.

  If the PATIENT wants to come in and conduct himself in a respectful manner; we will give him that same respect.  We are happy to reevaluate the lenses and frame for another determination by another person.  This may require leaving the glasses in office for an undetermined time.  This will require making appointment for this service.  

   Patients acquisitions of "this always happens with this glasses from this office and I will go somewhere else"  is unfounded as we noted we have not seen this patient in 20 years.  Similar to the acquisition that we would not send them a copy of  his invoice, which noted we did send to his email address as he requested.  We have to assume from the consumer comment, that they are now acknowledging they did in fact receive invoice after talking directly to the patient.

   

   

   
  

   

   

  Customer Answer

  Date: 01/24/2024

  You know what on the other hand thank you for showing me how your company really treat people. I will make sure this gets dropped i know why my wife started it but and I applaud her for standing up for me. But being a bigger man I blow it off I  would like my eye prescription emailed to me to r********************** so my wife can order me a new pair of glasses please… and I make sure her and my kids go to a new eye doctor!  Thank you have a wonderful day Amy!