ComplaintsforSchultz Eye Care

• Initial Complaint

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  09/24/2021 had an eye exam, and chose a pair of frames for new glasses. I was charged $ 610.00 upon check out for the visit and glasses. When I got home, I checked on this thru the website of my vision provider. My out of pocket expense should only have been $ 423.00. The provider tried to charge me for my exam/refraction portion as well, but told her that is a No charge portion of my benefit. So she adjusted the total amt due on that date. Glasses were rec'd approx 1 1/2 weeks later, and when I tried to wear them, they were cut wrong and I could not wear them and see correctly, so some error had been made. I had them looked at by another vision provider, and was told the right lense was cut incorrect. Took them back to the provider, they had my vision rechecked with the Dr. and was then given an new script different from the first visit. New glasses were then made, and approx 2 wks later picked them up. They were even worse than the original pair they had made wrong, but I was told to wear them for a few days and try to adjust to them. While wearing them, I tripped and fell at my bank due to not seeing clearly from them. Took the glasses back, and reqd a refund due to twice making the lenses and still being wrong. The office manager Ann, was quite rude with me, and told me I was just "having buyers remorse", and that they will not refund me any money. And that my script had not changed that much. I explained to her this is 2 times of being made the incorrect lenses, and was not happy, and would go elsewhere. But she refused and stated once the lenses are cut there is no refunds. I cannot wear the glasses at all, they are worse than the first pair. Also I had to wait for over 2 1/2 weeks for my overcharged refund as she kept stalling me telling me she had not reconciled her books to confirm my overpayment, even tho I took her the Explanation of Benefits from my insurance carrier. She finally said she would give me "the benefit of the doubt and refund the $ 187. .

  Business response

  01/10/2022

  Business Response /* (1000, 6, 2021/12/13) */ A prescription for eyeglasses is generated by the responses from the patient. The glasses were made correctly according to the prescription both times. Patient tried to cancel the order before glasses even came back from the lab and there are no refunds once payment is made which is noted on the receipt. Consumer Response /* (3000, 7, 2021/12/15) */ Please see attached rebuttal and HIPPA release received from the consumer. Consumer Response /* (3000, 9, 2021/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response that "I requested the refund before the glasses even came back from the lab" is false. I had already rec'd the first pair of glasses and took them back to have redone when my first refund was requested. The initial request for a refund was on 10/11/2021 when I went to the provider office and showed them the EOB from my insurance carrier and my true and correct Out of Pocket Response. That was the first refund of $ 178.00 for the overpayment at the initial visit date when I paid $ 610.00. And if the lenses were made correctly, then why did they take them back, and retest my vision, and make a 2nd pair. I also advised the vision provider that I had made an attempt at wearing the 2nd set of lenses made as correction, per their request, and fell while wearing them. I do not want to have any further contact with the unprofessionalism of this office and have now wasted my yearly benefit on $423.00 glasses that I can't wear. I have no issues with the frames, but the lenses are not correct for me to see clearly and cannot and will not accept them. I no longer have any confidence in this provider and am not satisfied with the testing that was done. After all, I have now 2 different scripts, and will need a new testing from a new provider to get an accurate testing for new lens somewhere else. I am willing to keep the frames but request a refund of the lenses and this will put an end to this disaster. This is an error on their part, not mine. Refund amount requested is to be $ 278.00. As shown on the Grievance denial from my insurance carrier Superior/Cigna, I was past the warranty date of 10/24/2021. But I requested a refund on 10/11/21 as previously stated. So, I was still in the warranty period. And the denial states to work with the provider to have adjustments made to suit my needs. Thats not going to happen. This was a bad experience, and do not choose to have any more dealings with them at all other than my refund as requested for their mistake. Business Response /* (4000, 11, 2021/12/27) */ There are no refunds on eyeglasses as previously stated.

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