Complaints

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In September of 2023, I purchased a pair of glasses from Roaring Fork Vision. When they arrived, I was not able to see clearly. The practice deformed my glasses assuring me that they were not sitting on my face properly. Come to find out the doctor made a mistake with the prescription. My glasses are now deformed and do not fit my face. I have been told numerous times that would work with me to resolve this issue, but this still has not happened.

  Business response

  08/14/2024

  08/14/2024 
  
  To Whom It May Concern, 
  

  First, on behalf of everyone at Roaring Fork Vision, we are deeply sorry for the inconvenience this has created for ********************. It is never our intention to disrupt someone's life to the extent that we have, and despite our best efforts to avoid such an outcome, unfortunately, we do not always stick the landing.  
  

  After carefully reviewing her complaint and request this is what we've learned and are willing to do. Let me start by saying that this is the first time I have been made aware of any issue regarding this matter. It may have been secondary to the young lady who was assisting ******************** who left our clinic in January. There may have been attempts to reach out to her, but obviously those went unanswered if so. The letter provided in this complaint shows no date, nor does it specify who it was intended for, so I cannot substantiate that premise, but if accurate, that would explain why she hasn't received any response.  
  

  As for the detailed account of her experience, there were elements that could have been improved upon, primarily with the adjustment of her frame. It does appear as though whoever did that was too forceful, and offering to replace the frame would have made sense. What potentially complicated that premise, however, was that nearly seven months had elapsed since her initial visit (the patient first came in on 3/31/23, and had the Rx updated on 10/18/23). We do try our absolute best to be as accommodating as we can, but there are scenarios wherein too much time has elapsed, and our options dwindle. Even still, the right move would have been to simply replace the frame (since our adjustment was poor) and put the new Rx lenses in upon receiving. Again, because the person assisting her with this is no longer here, I cannot determine why that was not done.  
  

  There was also mention of EyeMed (her routine insurance provider) and their willingness to remake the lenses that were done incorrectly. Patients have 90 days to pursue this option per their insurance. "Fault" was a poor word choice if that was indeed what ************** said, but either way, mistakes do happen during refractions, and that's why patients are provided with that window to correct them. They will not do it twice, nor will they (generally) do it outside of that window. Regardless, it does appear that a remake was undertaken and completed, but I cannot determine if our clinic paid for that, or if EyeMed made an exception. Either way, it does appear the correction was made, and we are not sure how that is relevant. 
  

  One last observation (and this is potentially unimportant), but ************** did not work on 11/08/23 per our records. That is not to say that the interaction did not take place, but it does not appear it happened on that day as ************** was in. This represents another wrinkle that complicates her account a bit and might further suggest why resolution was difficult to achieve.  
  With these things in mind, our position is we made reasonable efforts to resolve this matter but clearly did not achieve a satisfactory outcome for the patient. We will acknowledge our role in this, but also believe the patient shares some responsibility given her lack of immediate response to this issue (again, seven months) which complicated our ability to address this matter in a timely and productive manner.  
  

  We are not willing to offer a refund for these reasons, but we will, however, be more than happy to replace the frame at no charge as we fully agree that the adjustment was sub-par, and that should have been offered in the first place. The lens Rx should be dialed in at this point, but if that remains to be an issue we are also willing to have ************** recheck it again and remake those if necessary. This, of course, will be of no cost to the patient.  

  We do apologize once more for this turning into such an ordeal and wish that different decisions had been made along the way, but this corrects the matter adequately, we believe.  
  

  We thank you for your time, and look forward to hearing Ms. ********* response!
  
  All the best,  
  *************************  
  COO, The Rocky Mountain Vision Group 

*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. ↩