Complaints

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• Initial Complaint

  Date:09/02/2024

  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.

  Had an appointment as a new patient, had eyes checked we talked about contacts and I was interested in them they charged me $225 for contact fitting sessions, they gave me sample contacts which they do not pay for and I tried them and they did not have my script correct I was there 20 mins, I go back a week later and they try another round of 3 different prescriptions and they did not work at all they said well if they do not work then you may not be a candidate for contacts so they gave me 3 packages to bring home and try for a week, after a 1/2 I could not see or wear them. I called them and said I can bring them back and I would like a refund of some sort, the office manager said we do not offer a refund, we do not need them back we get them Free, I said that it does not say you do not offer a refund on the paperwork I signed, infact it says 90 daymoney back on contacts if your not satisfied they charge a restocking fee, I said I never got my contacts I understand the ** time, but each time I was there 20 min. I would expect some sort of refund, especially where it does NOT say Non refundable deposit. My appointment dates were June 18th, then July 10th.

  Business Response

  Date: 09/06/2024

  On June 18, 2024, patient ****** ******* had a ********************** with the doctor and told the doctor he was interested in trying multifocal contact lenses. ****** ******* scheduled an appointment with the doctor on July 2, 2024, for a multifocal contact lens fitting. The appointment was rescheduled by the patient to July 10, 2024. ****** ******* came in for his appointment with the doctor and the doctor evaluated the multifocal contacts on the patient and the patient was tested to 20/20 visual acuity with the Fresh Day multifocal contacts and the patient, ****** ******* acknowledged the contacts were comfortable. Patient ****** ******* was given diagnostic lenses for his 10-day diagnostic trial and was scheduled for another appointment with the doctor on July 22, 2024, and was instructed to wear the diagnostic contacts that were supplied to him daily for 10 days and at his return appointment to wear a pair of contacts to his appointment, which he rescheduled for July *******. ****** ******* signed the Contact Lens Program agreement which I have attached.
   Patient ****** ******* came in for his appointment with the doctor on July ******* and patient was instructed to wear the multifocal diagnostic contacts to this appointment,he did not wear the contacts to the appointment and reported that he only wore the contacts for 3 days. The doctor fit the patient ****** ******* to a different type of monovision contact for the left eye only, but the patient was not able to focus with the monovision contact.  The doctor then refit the patient, ****** ******* to Total One multifocal contact and the doctor tested the patients visual acuity, and the patient tested to 20/20.
  Patient ****** ******* was instructed to wear the diagnostic contacts provided for up to 10 days and return to clinic wearing a pair of the contacts for his next appointment with the doctor that was scheduled for Aug 6,2024.
   On July 29, 2024, ****** ******* called the office to cancel his appointment stating that he chooses not to proceed with the contacts and told the technician who spoke to him that he wanted a refund for the cost of the contact lens fitting services which were $225.00 after his insurance discount. I called the patient and explained we do not refund for the doctors professional services he has received , ****** ******* stated he wanted a refund or some compensation as he cannot wear the contacts,I explained again that we do not refund for the doctors professional services and that if it's his choice not to continue with the appointment ,he said he understand that the doctor should be compensated for her time but because he is unhappy with the fact that he "can't wear the contacts" he feels he should be refunded, he asked if the form that he filled out states that no refunds will be given "that's all he needed to know" I explained the form said that if he had made a purchase of contact the material price would be refunded but not for the services.

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22228202
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 09/06/2024

  I do not accept the response from Rochester ********* I had not spoke to a Tech on the phone it was the receptionist and then passed me to the Office Manager so I asked where does it say on the form I signed NO REFUND and the office manager stated that it does not I said thats all I needed to know and that I feel that there should be some sort of compensation here after spend a TOTAl of 40min with *** and the *** said try these after 5 different trial attempts and as we talked she stated that some people are just made to wear contacts, I took the samples home and the next I put them in and could not see but waited 3hrs and I could not drive or do my job. I took them out and thats when I called and was told NO Refund, and the ** has to get paid, I do not expect a full refund but I do not think the ** was worth $225 for 40 mins of time either and to actually say that if I purchased contact then I would be able for some sort of compensation. I said I never had to correct script to purchase them. 

  I feel as the patient I was taken advantage of and I deserve some compensation for a product I could not wear or even buy.