ComplaintsforArizona Vision Therapy Center

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited the Arizona Vision Therapy Center on February 28, 2023 in order to be evaluated for the process of weaning me off of the need for prisms in my prescription glasses, by utilizing a series of therapeutic lenses. They've given me multiple lenses throughout the process in order to accomplish this. I've tried multiple times to contact the doctor and never received a response until I sent them a letter threatening litigation. They refuse to provide a refund unless I can return the previous lenses they provided that are no longer being used. The doctor also stated that she would not provide me with any additional lenses until I see a structural energetic therapist, in their office (at additional cost), even though I have already paid for the lenses. From my perspective, I have paid $1,201.00 and I don’t have a pair of glasses from this clinic that I can safely wear and see normally. I am currently wearing an old pair of glasses, which are over 3 ½ years old and was not the pair that I was using when I first went into their office. This situation is not at all acceptable and needs to be resolved quickly.

  Business response

  08/08/2023

  Thank you for the opportunity to respond to this complaint.  We are a specialty office that treats and helps many Brain Injury patients through a series of therapeutic lens processes.  *** ****** was referred to us by his daughter, which is a valued colleague.  *** ****** called to request an exam with our Neuro-Cognitive Optometrist and after an extensive exam with Dr ******* he was prescribed a new prescription and a recommendation to see a Structural Energetic Therapist (SET) in coordination with his new prescription.  At his dispense he explained that he was unhappy with the new prescription and asked to see the doctor for a recheck. Dr ****** had an opening in her schedule to see *** ****** sooner and he agreed to see Dr ****** for that recheck.   She further explained why he was issued the prescription and recommendation for SET therapy; she then adjusted his prescription to make him more comfortable until he was ready for the next step.  We have had numerous documented communications between *** ****** and our staff.  In turn, he has been uncooperative and extremely rude in our office.  We do understand with his particular diagnosis there are certain behaviors and things we may have to explain repeatedly, however, we cannot help a patient that is non-compliant with our doctors’ recommendations.  Most of the communication went through our front desk and our optician. *** ****** was very upset with the optician when he came in to pick up his new lenses.  He said he wanted to have a third party look at his lenses as well as a third party to evaluate the follow up appointment with Dr *******  We welcomed him to do that and even printed the prescription for him to take somewhere to have them checked.  He became even angrier when the optician reminded him that Dr ****** recommended seeing the SET therapist before seeing her for a follow up, as that is also something he needs for the correction he is seeking.  At that point, he became visibly and verbally angry and stated that he’s considering getting representation to take us to court.  At that time, as the office manager I was consulted on how to proceed with helping this patient.  I said that I would investigate the situation as a whole and get back to him.  While I was gathering information, we received a letter from *** ****** again threatening litigation.  I called *** ****** to get a full picture of what the issues were and explained at length the therapeutic process and what that entailed.  Due to the professional relationship we have with his daughter, I offered *** ****** multiple options. 

  I offered to continue with the therapeutic lens process with Dr. ****** and even pay for the SET therapy that she recommended to show him the benefit we were trying to achieve.  
  I offered to give him a refund for the lenses that he was unhappy with upon returning them to the clinic, as well as, refer him to a regular optometrist for continuance of care. 
  I offered the option of coming in for another recheck to get a pair of lenses that were not therapeutic, but a regular prescription for acuity only at no additional charge.

  
  I presented him with three different options, and he refused all of them.  *** ****** was given a colleague’s family discounted rate for his exam, 50% discount off of a second set of lenses and 2 rechecks valued at $95 each at no charge to him.  He has stated all he wants is a full refund or he was going to “start the litigation process”.   At this point, we have tried to work with him as much as possible.   However, since threatening litigation and seeking legal representation all talks have ceased until we know how to proceed.  I am still willing to refund the patient for the lenses he has in his possession, but the doctors’ fees still stand as they gave the exam he requested and tried to accommodate his requests.
  Thank you for your time,
  

  ******* *****
  Arizona Vision Therapy Center
  

  
  

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