ComplaintsforMartinsville Eyecare Center

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went into the office on Nov 2 for an eye appointment. I was given a trial pair of Oasis (trial pair 1) contact lenses upon completion of the visit, this was the first time wearing this brand. I called on Nov 4th with blurry vision/headache requested to be put back in my old brand. I picked up Air Optix (trial pair 2) on Nov 10 with 1 left eye, 2 right eye contacts with sticky note requesting "pick the best out of 2 and call and advise which strength to order". Called on Jan 4th advised office personnel new contacts worked and to order years worth and gave proper strength, Jan 17th picked up contacts. After inserting new contacts started having headaches/blurred vision again. Checked and the Oasis (wrong brand correct power) had been ordered instead of requested Air Optix. Called office on Jan 24 advised them of problem and was told it was Dr error. Was contacted to pick up new contacts on Feb 10. Husband picked up assured they were Air Optix brand. Brought home put in realized another problem , right brand wrong power. Called in spoke to ******** regarding returning all and getting my money back. Was told they didn't take/make refunds per say and that it would be restocking fees involved. ******** advised on Feb 20 she was gonna talk with office manager to "see what they could do" and never called back. Called back on Feb 22 requested phone call after 4 from doctor following day , have not heard from dr as of March 1. Sent email on Feb 23 advising no contact made , still needed to talk to dr. The business Contact Lens Agreement states determining the brand, size, shape, and prescription for healthy lens wear and vision and this has not been fulfilled. The business did not check previous history even after release was filed. The business broke Federal Regulation 18VAC105-20-45 Standards of Practice Section C item 2 by not providing me with a copy of my prescription. The business has made 2 mistakes and should own them without any repercussions to myself.

  Business response

  03/21/2023

  From: ***** ******** ****************************** Sent: Tuesday, March 21, 2023 8:46 AMTo: ******* ****** *************************Subject: ******** ******* complaintGood morning. I am sending the information we discussed on Thursday 03/16/2023. Since our last conversation I have had an opportunity to talk with the staff member that was involved with her case as well able to discuss the situation of concern with the patient. I have received both sides of the story and have made extensive notes for each party. The patient and I have come to an agreement on a course of action. The story of events that have taken place since November 2022 is quite lengthy, so if you would like to know the details as well as the agreement we came to please give me a call at your convenience at ************. Thank you for your time and attention to this matter. 

  Customer response

  03/26/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Upon extensive review of the business response to this situation in it's entirety,  I have deemed it appropriate to contact Ms. **** ******** with a new requested resolution. I will be requesting  to have the case reviewed extensively, as she has offered, and to have a written solution provided prior to me returning the contacts in question. I have a lot of money tied up in this fiasco and one would assume there would've been no problem getting the items I have in my possession returned and refunded no questions asked due to the  proof that I have presented and the circumstances surrounding this ordeal. unfortunately this has not been the case and I need to assure that my rights as a patient of Dr ******* are awarded to myself as is the other patients that frequent her office on a daily basis. Once a solid offer to totally rectify this ordeal fairly  presents itself then we will move forward with getting the improperly ordered items back to the optomitrist in trade for a full refund of what we have been charged out of pocket and our insurance benefits reinstated in order to finally have the opportunity to bring a final solution to this  5 month ordeal that shouldve resolved itself within a month or less. Regards, ******** *******

  Business response

  04/17/2023

  She mailed the contacts back to us and we have received them.  I have been in email correspondence with her.   The refund check has been mailed to her. 

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