ComplaintsforNorthside Family Eye Care

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to North Side Family ******** in September 2023 due to a large scratch in the right lens of my long-range glasses. I did not have an issue with the prescription in terms of clarity, nor did I have any issue with my prescription readers. Following the usual exam work, I agreed to 2 new frames, one for both long range glasses and my readers. When the new prescriptions came in, I took them home for a real-world evaluation. However, testing the new long-range glasses against my existing items revealed that they were marked smudged at ranges beyond 100 yards, and that I could clearly discern details of pine tree branches at approx. 150 yards with my old glasses that were not apparent. So, I went right back in and asked that the situation be rectified, and they agreed to cut a second set of new lenses with the same prescription as my existing long-range glasses. Sitting in front of my laptop computer, the new readers were in focus only at a range of 12 to 14 inches. So, I sat down and measured how far I typically sit from the laptop at my desk and when reading magazines. The results were 24. I made a diagram on a note pad and went back and presented the diagram. They agreed to make new lenses.Returning in early October 2023, I did a perfunctory test of both and felt at that time they were ok, but I wanted to get them home for a more real-world evaluation. Results were as follows:- Long-range glasses were still inferior to my existing lenses at ranges beyond 100 yards.- Readers were still at a focal length of 12 to 14 inches and essentially unusable.I returned to North Side Family ******** on October 9th and presented all this and was told I was out of luck unless I wanted to start the whole process over from scratch at my own expense. So, I decided to start the process over with another *** care specialist, which will all be out of my pocket as my new insurance has no ************

  Business response

  10/10/2023

  This patient presented to my clinic 08/15/2023 for routine eye care. His goal was to replace his current eyeglasses while still covered on his insurance. His goal was to retire at the end of 2023 and lose coverage. During his examination, I determined that he has cataracts and would likely need eye surgery within a year. Seeing as how his goal was to maximize his current eyeglasses insurance coverage while he still had it, we decided he'd go ahead with ordering new eyeglasses now and I'd see him again Spring **** for a cataract referral. Knowing his eyeglasses Rx is unstable and will continue to change due to the cataracts, this patient chose to purchase TWO new pairs of eyeglasses. When his eyeglasses arrived, I dispensed them to his myself (my staff prefers not to work with him). Before even putting them on he said "Oh, and I changed my mind about those (the reading glasses) and I don't want them anymore. You need to return them. I only want the driving glasses." I reminded him that eyeglasses are a one-of-a-kind, customized medical device and are therefore not returnable, but if he has any problems with his new eyeglasses I'd be happy to troubleshoot with him. He looked at me and chuckled almost as if to say "You'll regret that."  He put on both sets of glasses and immediately took them back off saying they were both wrong. I took him back into the exam room right then (did not make him schedule an appointment for a prescription recheck) and determined that the numbers were correct and reminded him that the cataracts are likely negatively impacting his vision. He insisted that the original eyeglasses were better, even after choosing the new Rx again in the exam room. I let him know that we get ONE and one ONE remake on eyeglasses lenses without it costing anything, and he should live in the lenses for a little while to make sure. He again insisted on having them remade anyway without really trying them - he never left with them that day. Once the new sets of lenses arrived, he came in again to try them out. He put on the driving glasses and said he was seeing good. He put on the reading glasses (the ones he wanted to return) and said he can't see with them. He said he had to move his phone about an itch to make it clearer. My optician insisted he take the eyeglasses and live with them for a couple of weeks to see how they work in his own environment. She stayed on her lunch break to work with the patient. He finally left, and she did shortly after to have her lunch break. She reported that he revved his car at her when she left in intimidation. Less than a week later he was back again. She reminded him again that though we're happy to continue working on this with him, he chose to have the lenses remade once again our recommendation and therefore another remake would be an out-of-pocket expense in his part. He stormed out again. 

  This whole thing boils down to buyer's remorse. He got caught in the moment during his exam and bought a second pair of good-looking eyeglasses knowing his prescription will change drastically and he won't need them anymore. This entire fiasco has been one big temper-tantrum. 

   

   

   

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