ComplaintsforBaker Optometry, Inc.

• Initial Complaint

  04/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am suffering the progressive glasses I ordered from Baker Optometry because I cant see my computer screen clearly which makes me unable to use the computer at work and I feel very tired when wearing it. But *******************************, the owner of Baker Optometry, refused to provide any after-sales services, and he refused to remake or refund the glasses that didnt work for me. Here below is what had happened:On 11/22/2022, I got my exam examined at Dr. ******** office and got the prescription through email on 11/30/2022.On 1/3/2023, I paid $250 and my insurance paid $490 to order a pair of progressive glasses from Baker Optometry. The optician **** told me that what I paid could be used to remake other glasses within 6 months if the progressive glasses didnt work for me. I use the computer to work daily, but **** didnt release the information that progressive glasses dont work well for computer work. On 1/17/2023 I went to Baker Optometry to pick up the glasses and paid the balance $200 for the glasses.On 1/19/2023, 1/24/2023, 1/31/2023, and 2/3/2023, I emailed the optician **** that I couldn't read on a computer clearly and was very tired with the progressive glasses and I tried to find solutions to solve the problems. During those days, I returned to the Baker office many times to have the frame adjusted in order to get used to the glasses, and I also did a lot of research to learn how to adapt to the glasses. But whatever I tried, I still felt very tired and couldn't see the computer screen clearly with the progressive glasses.On 2/8/2023, I still could not get used to the progressive glasses and finally decided to do a remake to change to single vision glasses, so I went to Baker Optometry. **** had her coworker ****** tell me that $168 of the $450 I paid could not be used to remake, but **** told me on 1/3/2023 that all my payment would be used for any remake. I disagreed that the $168 would be taken away and insisted that the full $450 I paid should be used for the remake, and I was willing to pay the difference, if any, between the original and the new ones. ****** said she would find a solution and contacted me the next day.On 2/9/2023, I emailed the optician **** to complain and request a remake as she promised, then I received an email from **** Baker, the owner of Baker Optometry, and he said I am writing to inform you that we will not be providing any further services for you at our office. ...I also directed all of my employees to cease contact with you. and he put a lot of false statements about my demeanor in his email. Without listening to the story of my side, **** Baker abused his power to shut the conversation down and refuse to provide any services to me.Baker Optometry refused to do the non-adapt redo, but the ***** Optometry, where I did the eye exam, helped to contact the lab and insurance company to make the redo for me. On 3/15/2023, ***** Optometry talked to the lab and would be able to submit a redo for me. However, they needed a new authorization from my insurance company SuperiorVision to redo the lenses. On 3/22/2023, ***** Optometry sent me an email, saying that After talking with the insurance company it looks like I'm Going to need you to reach out to Superior Visions member services. They will not give me a new authorization to redo your lenses. Normally the redo is done at the original office you purchased the glasses from but since you were not allowed that redo and refused services. You will have to tell the insurance company that and ask that your benefits be transferred to our office so that we can do your "non-adatpt" Rx redo. On 3/22/2023, I called my insurance company SuperiorVision to ask to transfer my benefits to ***** Optometry. A lady named ********* answered my call and she also called Baker Optometry at the same time. ********* requested for a remake or refund for me, but the staff ****** of Baker Optometry said she was directed to not provide any services and she even hang up the phone on us when we didn't finish the conversation. The basic consumer statutory rights allow the consumer to return a defective product and it is Baker Optometry responsibility to fix the glasses with a replacement or a refund. When both ***** Optometry and my insurance company try to help, **** Baker of Baker Optometry is still in the way and abusing his power. So I am writing to ask your help to contact Baker Optometry to correct their bad practices and refund my payment for the non-adapt glasses, then ***** Optometry will be able to move on to redo it. Thank you very much!

  Business response

  04/28/2023

  The details of this complaint are inaccurate and the overall statement is quite misleading.  This individual has also filed complaints with the **************** ************************* and the *****************************, alleging that we stole from her.  I replied to both of their requests for information some time ago and they have not taken any further action.  The individual has also threatened to write negative online reviews and file a complaint with the **************** Board of Optometry, which she may have already done.  While I replied to both government agencies in detail, I am unable to do so to the BBB since providing any details to a non-government agency would likely be in violation of the ***** Privacy Rule.

  What I can say is that in general we always work with our patients to resolve any issues that they may have with any aspect of their care.  I do not take any decision to discontinue services to any established patient lightly, and in fact I have only had to do this a handful of times in my career.  Reasons for discontinuing services would include abusive behavior toward my employees or other inappropriate conduct.

  **** Baker

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