ComplaintsforPremier Eye Center, Inc.

• Initial Complaint

  11/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 27 I have ordered Eye glasses from Premier Eye center in **********. I paid to them my due. In two week letter they introduced me glasses that I cant use. Doctor told me that my eye very damaged and he set up to return my money back Since then I tried to contact the manager and one answer to me. I have made appointment to different doctor from different company and ordered glasses from ******* I get perfect glasses and have my vision back.I would like to return my money from negligent and irresponsible work from Premier Eye center. Thank you

  Business response

  12/22/2022

  Thank you for allowing us the ability to reply to this patients statement and we can sympathize with ************** as it is his experience. As stated to the merchant and also to the insurance company after several attempts to alleviate the patients concerns which he was not willing to try he demanded a refund. He continuously called the office even after explained that the lab manger would address the issue. As such our lab manager did in fact deal with the patients insurance company to see what can be done to get the patient taken care of though the custom eyewear was already made. Even though all sales are final with our company due to the nature of the customization of the product the patient gets, his insurance company also charges for the items so due to that as well patient is not eligible for a full refund. Back in October patient was made aware that he was going to get a partial refund and he was honored that amount back. Patient continues to call the office demanding a full refund and again the lab manager spoke to him him and the insurance company to review WHY the patient was eligible for a partial refund. It is our goal to take care of all our patients and ensure each are satisfied with what they get in the office whether it is a visit or eyewear. We inform our patients in our paperwork of all sales are final and that it is due to customization of the glasses yet if we need to fix it we will do just that. An opportunity has to be allowed to make anything possible and when we can not align of course the alternative is a refund and it is always partial due to the specialty in which eyeglasses are made. We wish ************* all the best and glad he found what works best for him in a new provider and location.

  Customer response

  12/22/2022

   
  Better Business Bureau:
  I have reviewed the letter and understand that your company does not make any changes. I have called my vision insurance and they promised to help to have refund. I am waiting for check to resolution my long-time issue. I am still asking you to pay attention to Premier Eye ********** location: they are very irresponsive to customer service. I made appointment to different doctors and get glasses from ******* I hope you help other people to avoid issue similar to my case. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an appointment over the phone to take my mother to Premier Eye Center ********************************************************************************** for Sat. October 15 2022. the lady requested my mother's credit card to keep on file and in case we cancelled appointment 24 hours prior we would be charged. I had called their office about a week prior to appointment to request a later appointment. they were able to give a later time. The morning of the appointment i received a call requesting that I come in earlier.. I said No.. that is the reason I requested a later appointment.. I told them the earliest I could come would be 12:30 instead of the 1pm appointment we had. They sent me a text saying my appointment was switched to 12:00 pm. Nevertheless we still made it to the office by noon. After speaking to the receptionist which was rude and wouldn't show the eye glasses that would be covered under my mother's insurance and after we were told that the cheapest eyeglasses they had were $180. we told them we weren't going to stay. there was NO patients in the office just us.. They proceeded to charge my mother's card $45. for what I don't know.. they did not tell us they were going to charge her..

  Business response

  11/02/2022

   

  ***Business Response***
  

  ***Message***

  Response to ID#********. Our team and doctors strive to provide the best customer service for our patients especially when it comes to schedules and insurance benefits. We value patient time as it is important, as well as the office and doctors' time. Patients who are unable to attend their appointment, can cause delays not only for an individual experience, but also for other patients we serve. Therefore, we do have a fee in place for patients unable to attend their appointment time as scheduled. This fee is outlined in our intake paperwork, financial policy as well as verbally over the phone. This fee is acknowledged by patients via a signature. This is not utilized as a penalty to our patients as our team will take any measure to adjust the doctors time to best align to our patients needs. To best prepare for the patient's visit, we communicate this on several platforms to ensure patient's have the most optimal experience. Patient satisfaction is of upmost importance to us.

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