ComplaintsforWheaton Eye Clinic The

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  2-8-2024 I had an appointment for a chalazion removal.I prepaid for the entire surgery.During the procedure the doctor made me extremely uncomfortable and caused me discomfort.When I requested the doctor stopped, I was told no and that if I moved it would be "bad"I let the doctor finish. Stood up and walked out after explained that I wasn't comfortable with continuing.I reached out that afternoon to the company's hr Requesting a refund for services not rendered.The representative **** said I would be contacted with details.I haven't received contact and it's been over seventy two hours.I have left messages and have not received contact.At this time the company has not refunded me and I will seek legal action if necessary.

  Business response

  02/21/2024

  Due to HIPAA regulations, we are limited in the amount of information we are able to share with you concerning this patient's situation. Prior to receiving communication from the BBB, we had spoken with the patient and had amicably resolved his concerns. Thank you.

  Customer response

  02/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had my eyes examined and was given the WRONG prescription in August 2023. Had to come back to Wheaton Eye Clinic and INSIST on a timely re-appointment. No one seemed to see have the correct glasses as important. Worked with manager ***** and although she eventually followed through she mostly just wanted to pass me on to another person. I got a call from someone and requested a 20% reduction in the total cost of the glasses for the inconvenience of the severe headaches caused by wearing the new WRONG PRESCRIPTION glasses for several weeks. Also I was lucky to complain and meet their time line for replacement. I brought with me my glasses as well as the prescription from the ophthalmologist I saw 2 years ago. The wrong prescription WAS WAY OFF. They looked at my current glasses and the information I gave them. No one even mentioned the discrepancy.After the frequent headaches I looked for my 2 year old prescription and I noticed right away the huge discrepancy that no one even mentioned. I think the doctor I saw didn't bother to read the information nor did the assistant or the eyeglass fitter. When I picked up the new prescription glasses I had to ask urgently for cases--you spend $1800.66 on glasses and they do not feel giving you the cases are important. I did finally get the cases for the glasses. I am basically filing this complaint because my sense of Wheaton Eye Clinic was--so what you got the wrong prescription--and you figured it out (I'm not an eye doctor) so what are you complaining about. I think it probably happens a lot at Wheaton Eye Clinic. New glasses were picked up November 15 2023.

  Business response

  12/21/2023

  We have reviewed the situation and will be in contact with the patient to understand the concern in full, as well as provide any additional perspective that *** be helpful.  We look forward to continuing to provide the exceptional level of care and service that has built our reputation over the past 80 years.

  Customer response

  12/21/2023

   
  Complaint: 20920699
  
  I am rejecting this response because:  It is not a response to the issue raised in my complaint.  I acknowledge that the Wheaton Eye Clinic (****) has called me 

  3 times.  I have returned the phone calls twice, but had to go through the main switchboard; and no one has been able to identify which **** I was responding to, as they indicate their are many Lisas at the Wheaton Eye Clinic.  The number left on voicemail responds with a robotic system indicating the call cannot be made--I think it's from my cell provider.  I was unable to reach my cell provider as their robotic system does not handle this type of request, and there is no other number to try to use.  The voicemail states that if I want to know the resolution I must contact ****.  I thought the purpose of filing a complaint was to have other clients be made aware of something that might be concerning,, if they are seeking services from Wheaton Eye Clinic.  My concern is a very serious one--there is no way someone should be given the wrong prescription by a MD, that is reviewed by an assistant and later reviewed by the ***************  The prescription varied tremendously from my prior prescription, which I provided to them each step of the process.  The Clinic had 30 days, if I am correct, to response to this complaint. They have waited until the last moment to response, and at this moment, offer no resolution.  I have been given 7 days to respond and there is a holiday--all advantage goto the Wheaton Eye Clinic to attempt to have the complaint simply dropped.  Again I feel that the Wheaton Eye Clinic is just trying to waste my time and inconvenience me further.

  There statement in regard to this complaint clearly shows that they are unfair and simply have decided to inconvenience me again.  Phone numbers that do not work.  Operators that do not know which **** I should talk, which is not helpful.  **** has left voicemails indicating I must call her to see what her resolution would be to this complaint.  I believe she needs to offer the resolution in writing as an answer to this complaint; so that others unaware, may be warned of the serious mistake that was made and that they need to check everything the clinic says.  I acknowledge also the good reviews and the defense of their 80 year reputation.  Also I spent 20 minutes or more trying to get through to the cell provider.  I know all companies have robotic systems and provide little customer support.  This is not helpful for consumers; although I know that it benefits the costs of the company, using the robotic systems.  Consumers must do the customer support themselves.  Again I am not an employee of Wheaton Eye Clinic and do not have a medical license.  I would be unable to write my own prescription; or know for sure if it was correct.  Please remember I brought this situation to their attention.  I would think that this error and their pride in their reputation would allow them to provide a written solution, so that others may know how the situation was resolved, and be aware that their reputation includes correcting mistakes.  I know the Wheaton Eye Clinic pays the Better Business Bureau for their endorsement.  I shall seek other remedies; if the Wheaton Eye Clinic and the Better Business Bureau, decide that the statement in response to my complaint is appropriate--I see it as avoidance and self servicing but definitely not an attempt at a resolution. 
  
  Sincerely,
  
  ***********************

  Business response

  01/02/2024

  The patient liaison of Wheaton Eye Clinic has made eight attempts over the past three weeks to discuss a resolution to the concerns of the patient.  With each attempt, a voice message was left for the patient with direct contact information for the patient liaison and a statement that the clinic would like to speak directly with the patient to discuss a resolution to the concerns.  As a healthcare provider, Wheaton Eye is obligated through HIPAA guidelines to protect the private health information of the patient and will continue to work to resolve the complaint directly with the patient. 

  Customer response

  01/04/2024

   
  Complaint: 20920699
  
  I am rejecting this response because:  I have returned the calls from the Wheaton Eye Clinic.  Lots of mixups; as they pointed out there are many Lisas working at the clinic.  The name with the messages is ****.  NO ONE knows who to direct me to as there are so many Lisas.  Telephone number did not work; and it was supposed to be a direct line to the contact ****.  Finally I had to leave a message once again,  and then I heard nothing, but did receive an email to answer something from the BBB.  My glasses are not protected by any regulation; as they are a purchase, just like buying any other item.  The prescription is not being disclosed; nor is any other private health information that is medically related.  Again it's sad that Wheaton Eye Clinic is responding with nothing.  Also again I stand by my complaint, and hope that writing this complaint will help others decide, if they want glasses from this clinic.  Also they will know to record any strange vision issues. Most patients I believe would think as I did and assume they are wearing the correct prescription and simply need to adjust to it.  It is not my fault that the doctors are not quality checked.  It is not my fault that there are so many Lisas working at the clinic that I have been very unfortunate not to be directed to the correct one. So disappointing.  I just called now (within hours they are open) and there is only voicemail at the number I'm supposed to call and reach the ****.

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

  Business response

  01/16/2024

  On 1/4, we spoke with the patient on the phone and came up with an amicable resolution. Thank you.

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My retinal doctor of approximately 4 years, ****************************** working at Wheaton Eye Clinic at 2015 N Main in Wheaton, ** *****, performed a laser procedure on my right eye on Thursday June 1st at approximately 10:45 am for my diabetic retinopathy. I had been asking about how we were going to coordinate my retinopathy with an upcoming cataract surgery but couldn't get an answer. I was told by the Wheaton admin to ask him again before the surgery which I did and he finally came up with a plan. He then had me schedule my next appointment. I returned home to a call from the clinic stating that *************** had decided I would do better somewhere else and was dropping me as a patient! I'm paid in full. Polite. My father is a doctor as well so I always show respect and always make my appointments. I have no clue what happened but this is patient abandonment right after my surgery with no emergency doctor in case I have post surgical complications. Wheaton Eye Clinic will not let me talk to anyone there until the liason returns on Monday. If I have complications, they cannot be taken care of in an ER. I could usually have contacted Wheaton Eye Clinic, but now I can't. They stated they are sending me a certified letter and preparing my patient records. I have no idea what precipitated this, but now I fear for my vision. **************** had mentioned a 6 month plan to restore the vision in my right eye.

  Business response

  06/13/2023

  We respectfully disagree with the patient's depiction of events. Due to HIPAA, we are unable to respond to this patient's complaint through the BBB. Thank you.

*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. ↩