ComplaintsforLos Lunas Family Eye Care

• Initial Complaint

  02/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  January 31, 2022, I picked up Bausch and Lomb contact lenses that I had ordered from Los Lunas Eye Care office, Dr. Donald L****. I asked about getting a promo code to register with Bausch and Lomb for discounts. The office had given me one last year with my purchase. The clerk who processed my order said all coupons were now on line. When I got home, I went online to register my purchase and was told by the Bausch and Lomb on line chat associate that the eye care provider must provide the code. Feb 1, 2022. I placed a call back to Dr L****’s office at 9:32 am to inform them I had to obtain the code from them. The office clerk told me she never heard of such a code and would call me back by the end of the week, which would be Feb 3. They are closed on Friday, Saturday and Sunday. Feb 2,2022. Wednesday, 12:24 pm. I attached the inquiry reply from Bosch and Lomb to my email asking for assistance. I sent it to the email address listed on Dr. L****’s website. This email clearly explained it was the doctors’ offices responsibility to obtain the code from the Bausch and Lomb rep. I could not obtain the code as a customer. Feb 3, 2022. It is now Thursday and I have received no email, or phone call. I have a limited amount of time to use my code before it expires and I lose my discount. Doctor L****’s office sold me Bausch and Lomb lenses so they must have a rep. At no time have they told me they do not participate in the program any longer. Their office is the one that enrolled me in the program originally. Based on the lack of co-operation from the staff I must assume they have no intention of helping me obtain my code to receive my discount. I do not receive any replies to my inquiries other than excuses and diversions. This is mis-representation, and fraud. I would not have purchased the lenses from them if I had known they would refuse to give me the code to get my discount. At no time have they ever stated they no longer participate in the program.

  Business response

  02/14/2022

  Hello  ******,

  As per our conversation from last Friday 02/11/2022, I am responding  to this complaint.  As the office manager, I had been out of the office since 01/15/2022 due to being in a fatal head on collision. As a result, we have been short handed at our office.  I know Veronica at our office contacted me about the rebate from Bausch & Lomb for a patient.  I asked her to call Bausch & Lomb and get the information from our sales rep.  On Thursday 02/10/2022 Veronica forwarded me the letter that was sent by BBB.  I contacted Veronica again and she said the sales rep hadn't called back yet, and we could only get the rebate from the representative.  I then called Bausch & Lomb and was told the same thing, that only the representative could provide that.  I explained that we had a complaint from a patient to the BBB, and we needed the representative to contact us immediately.  I also left a message on ***** ********** phone to call me back regarding the rebate.  She called me back on Friday 02/11/22 morning.  I explained that I had been out due to my accident and that I normally take care of these rebates for the patients.  I told her that Veronica was still waiting for a response from the sales rep.  I told her that if I didn't hear from Bausch & Lomb by 11:00 am I would contact the rep's manager.  I called Bausch & Lomb again and Justin the rep called me back and I explained the situation to him.  I was sent the email regarding the rebates, and I then forwarded it to ***** **********.  I explained I would be in on Monday morning back from being out from my injuries.  I would double check with her to see that she did receive my email.  I did leave her a message this morning to call me back to let me know that she did receive the email for the rebate.

  I have been employed for over 38 years with Dr. L**** and we have never had a complaint of any kind.  We pride ourselves in taking care of our patients in any way that we can.  We have an outstanding reputation in our community. At the point that the complaint was being made, we were still waiting for a response from Bausch & Lomb.  Our hands were tied.  I feel that ***** ********** was premature to file a complaint on us.  Ultimately we did resolve the issue in getting her the rebate and again I did leave a message to call me back to confirm this.  

  We do not want this complaint to affect Dr. Donald L**** and his practice.  Please do not have this on his file as a complaint.  Please call me if there are any additional questions  at ************.

  Regards,

   

  Louise A*****

  Office Manager

   

  Customer response

  02/15/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** **********

*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. ↩