ComplaintsforWestgrove Vision Center, Ltd.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************ wrote down the "wrong" prescription and only after I corrected it made me drive back to receive the right one. This is a huge mistake especially working in health care to write out a wrong prescription. Having background knowledge in vision myself, I was able to correct his mistake but if I wasn't able to it could have cost me hundreds of dollars and potential health problems further on in my life. Even after this correction to my prescription I am extremely skeptical it's accurate, due to how unpleasant he was during the visit. After I told him I would not be purchasing glasses from him and doing so online he gagged and then refused to answer any further vision questions I had for him, ending the visit and then writing out my "prescription"

  Business response

  02/17/2023

  **************** came in for an eye exam on 2/1/23. There was nothing remarkable about the eye exam. He asked for his prescription afterwards which I wrote for him. I have no idea what he means when he says I was unpleasant. I write out prescriptions for patients all the time. As for refusing to answer any further questions, that is a complete fabrication. I conclude every exam, as I have for the past 28 years, by asking my patients if they have any questions and I'm always happy to answer them.  
  
  He is correct that I wrote down the wrong prescription. I mistakenly wrote his old prescription that was in his current glasses. That prescription was very slightly different than what I had found in the eye exam. He called our office to confirm that with our office manager on 2/6. He was very angry and rude with her, stating the same things as in his complaint...that he could've lost hundreds of dollars and that it could cost him health issues and that I shouldn't be trusted to write prescriptions for medicine because I would cause multiple overdoses. My office manager apologized and said he could pick up his correct prescription if he wanted. **************** angrily said "I'll be right there" before hanging up on her. She would've also offered to email or mail the prescription to him but wasn't given the opportunity. He then showed up to our office 5 minutes later to pick it up.  
  
  I'm not sure what **************** wants further from me. He has already written a very negative ****** review calling me creepy, unpleasant, and putting 'doctor' in quotes as if I am unworthy of the degree I earned and have used since ****. I responded to this review with an apology for his experience. Again, a mistake was made and it was resolved without any negative impact for him other than having to drive 5 minutes to pick up his correct prescription. He would never have been out hundreds of dollars. Any and all optical shops will remake glasses with a prescription change at no charge. And if for any reason they wouldn't then we would've gladly made him the glasses at no charge. 
  
  I have had my practice and served the ************* and surrounding communities for over 20 years, longer than **************** has been alive. I pride myself in providing the best customer service and building lasting relationships with my patients. While having his old prescription written down by mistake may have been frustrating for him, and it was an inconvenience to pick up the correct one, I would ask whether it justifies the level of anger he has expressed in his complaint and his ****** review. There was no malice intended....it was a simple mistake. 
  
  I respectfully ask that this complaint be dismissed and not negatively impact my BBB rating. If I can be of any further please don't hesitate in contacting me.
  
  Sincerely,
  
  ********************* O.D. 
  
  Westgrove Vision

  Customer response

  02/17/2023

   
  Complaint: 19342770
  
  The story you present seems to have quite a lot of fabrication from your end as well. You were not even present in the room when I was talking to your manager so how can you quote our conversation word for word? I had very little conversation with the manager other than receiving the prescription. I was justifiably angry, however maintained professionalism and opted to go to the BBB with my complaint. You mention that the prescription could be emailed but your manager told me that it'd be preferred if I were to come in person. You mention that you write out prescriptions all the time, however the manager was the one that wrote my prescription both times, so which one is it? Like I mentioned in the complaint you verbally gagged when I mentioned I'd be ordering my glasses online, that is very unpleasant. I'm also unsure why you continue to be unpleasant, insulting my age saying you've been doing this longer than I have been alive as if there isn't several other ****** reviews writing similar problems that I've had myself. 

  My purpose for writing my complaint is to receive a refund. The attitude I received during the exam, in collateral with the false prescription writing is evidence you and your manager can't be trusted to write prescriptions. I am now hesitant to order my glasses in fear you once again wrote the wrong prescription. The cost of the refund will go toward another examination by a different doctor so I can receive my correct prescription. 

  
  Sincerely,
  
  *****************************

  Business response

  03/02/2023

  In response to ****************, I have nothing more to add that I haven't already stated in my original response. Again, a mistake was made that was corrected without any negative impact other than the inconvenience of **************** driving 5 minutes to pick up the correct prescription. The characterization that he paints of me is insulting. I performed the eye exam and he has the prescription for the glasses. It's up to him whether he chooses to fill it or not. I will not be issuing him a refund for services rendered.
  

  
  

  
  

  Westgrove Vision

  Customer response

  03/02/2023

   
  Complaint: 19342770
  
  I am rejecting this response because:

  I am in need of another eye exam due to the malpractice of ************* 
  
  Sincerely,
  
  *****************************

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