ComplaintsforVision One Lasik Center

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came to this business and provided a voucher that my children received from their school. At first they gave me a hard time about accepting the voucher because the school nurse only printed my son name and signed it. They stated his address and date of birth should have been filled out as well. They begin telling me I needed to reschedule. I called the school nurse and I asked her if she always give out these vouchers and she stated she does. I said have any children ever had any issues she said no. I said are they all filled out the same and she stated they were. I then stated Vision One in ***************** says it need to be type, the nurse on the phone stated no we never type them. I then put it on speaker so the employees at Vision One can hear that. They then informed her that moving forward it needs to be all filled out. Then they told I need to pay $50 for the frames. I asked are you all making this up as you ****** you first stated the voucher should be all filled out then you ended up filling out his name and address and then stated I needed to pay $50. I requested info on the headquarters and they stated they are privately owned. I asked for the manager and they said the doctor is the owner and can speak with me. He came out and was aggressive and rude just like the front desk person. He began going back n forth and over talking me instead of listening to my concerns. Then he told me to take my vouchers and go else where and my business was not welcome. He then claim that people can put information on the vouchers which made no sense. Obviously they have to be doing some kind of fraud within their organization in order to think people will do such a thing in an affluent area!

  Business response

  01/25/2024

  This lady came into the office with a free exam voucher that was not filled out properly. You have to understand that these forms are only for low income people in order to get a free exam and free glasses through a vision insurance company. Additionally, you need to understand that participation in this insurance company program (to do free exams and get free glasses) is entirely VOLUNTARY. We do not need to do it. But we do to service the community. So her suggestion that we just wanted money or didn't want to do a free exam is a lie. We volunteered to join said program. Ok, so in order for us to get the free glasses from the insurance company, the insurance company REQUIRES that the form be filled out fully, in order to make sure it wasn't stolen and being used by a non-low income person.  On the patients form, the name was hand-written on the top and a scribble for a signature that was unreadable. That is not the proper way to fill out these forms. We need an ID number and all information filled out. We told her all this, and the reasons why the form needs to be properly filled out. She didn't want to hear that. She got hostile and berated the receptionist. She then called the school nurse and put her on speaker. The nurse said two things: (1) she did give the form to her (so it wasn't stolen) and (2) she told this customer to not tell us that she has insurance. Technically, that is fraud. Perhaps we should contact someone to report the patient for submitting a form for low income people while they have insurance, and the school nurse for handing out said form to people that shouldn't have it, and helping them take advantage of the program. But I digress. We told her that she can take the form back to the nurse, have her fill it out, and reschedule for a different day. She went banana's, making a loud scene at the front desk, and asked for the manager.  I came out and said "hi, what's going on". She started off by telling me that she hopes this office isn't racist like that rest of the businesses in ***************** (interesting way to start a conversation). I then stood there listening to her for 3 full minutes about how the nurse says she does it that way and it needs to be accepted. I tried to explain to her, VERY CALMLY, that it needs to be filled out properly in order for us to submit to insurance and get glasses. If it isn't filled out the right way, we can't get the glasses. She then starts yelling at me and calls me and the office racist, and says that she is going to make a review and contact the BBB.  So here we are. This has nothing to do with race. She had a form that wasn't filled out properly and in order for the business to get the insurance company to make the glasses we need to submit a completed form. Period.  End of conversation. We asked her to get it filled out by the nurse and we asked her to reschedule for later that day or another day. At the point, she called me and my employee (hispanic employee, by the way) racist, she just wasn't welcome in the office any longer. I asked her to leave.  And she left hastily, yelling and screaming while telling the other patients that were in the office that we were racist, etc...  We've been in business for over 40 years, and have never come across something like this. Ironically, the next patient we saw was African-American and she (the next patient) couldn't believe what just transpired. She came in with a form that wasn't filled out and didn't want to get it filled out. Not sure why. We offered to reschedule. She called us all racist. We asked her to leave. She is then making up lies on review sites and now the BBB. This is not remotely fair.

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased prescribed sunglasses lenses for m sunglasses frame. They ordered wrong pairs because they didnt measure it correctly. I returned them, they said they will fix and ship out to me since I moved out from the area afterwards. They shipped out to me and its still wrong. I called them many times they said they will get back to me. Once they called to me tell they will send a label for repair but no luck. They just took away my money spoiled my sunglasses frame and got away with it.

  Business response

  10/27/2022

  I was not informed of this problem until recently. I responded to her complaint and offered to do whatever was needed to fix this situation. All they have to do is call me directly at **********. The idea that I have to respond within 30 minutes of you sending this to me is not fair. I am with patients all day. Emails are not a priority over patients needs. Thanks, Dr. ********** us why here...

  Customer response

  10/31/2022

   
  Complaint: 18323897
  
  I am rejecting this response because:

  I have called and waited for days and called back again waited again. If they had returned my calls, I wouldnt be coming here and start a complaint. What I am asking is he can call at any time when hes available or send me the return label, I can pack and send them, they can fix and return the product. I started a complaint because they are unresponsive to my inquiries.

  
  Sincerely,
  
  *****************************

  Business response

  11/04/2022

  We will gladly send you a *** label . Pack the glasses up and we will take care of the problem. Yes, someone should have called you. Tell us why here...

  Customer response

  11/09/2022

   
  Complaint: 18323897
  
  I am rejecting this response because:
  

  I have waited 2 days to receive a label or someone reach out to me for further instructions however, nobody is reaching me out or taking initiative to resolve this issue.

  Sincerely,
  
  *****************************

  Business response

  09/19/2024

  We really did send a label to this patient. The best way to settle this, I will send a label in a box, have the patient put the glasses in the box and send them back to us. We need to look at them again and research where they were made. Most patients have some form of vision insurance , thus they actually make the glasses , not my lab. If that turns out to be the case, then we work with that lab and fix the problem. Since this patient is not using the glasses, it should not be a problem to send them back at no cost to the patient. I feel this is a fair direction to take.

  Thanks,

  Dr. Brand

  Customer response

  09/19/2024

   
  Complaint: 18323897
  
  I am rejecting this response because: its been almost two years to get a response. I already threw the glasses (the frame and the lenses along with it) away since they had been useless for a long time. They should have come up with this resolution on time not after two years.

  
  Sincerely,
  
  *****************************

*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. ↩