ComplaintsforDakota Eye Institute

• Initial Complaint

  01/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went for eye exam. They claim they have a mask mandate at this business. So was forced to wear mask during eye exam. The machine for testing eyesight kept fogging up. So after i picked out eyeglasses and placed an order. That same day i called them and said that i felt the eye test was not accurate because it kept fogging up. I asked them to not place the order for the eyeglasses, they said they will put it on hold. My wife called the following day and asked for clarification because her credit card was already charged. She asked them to cancel this eyeglass order and refund the credit card. They had to think on it. So she called again the next day and asked if they were going to credit the card. They said they can't credit it back, even though the eyeglass lenses have not physically been started. The business stated that because an order has been put it in they can't cancel it. This does not make sense because the order HAS NOT BEEN STARTED. They have charged us for eyeglasses/lenses that are not made and we do not have. We want a credit to our credit card of $765.00 Bismarck does not have a mask mandate. They said they have a mask mandate in their store, however while looking at eyeglasses that day i seen multiple customers coming and going without a mask on.

  Business response

  02/01/2022

  We have researched this issue, and this is what we discovered. The patient was seen and placed an order for glasses.  We typically order the frame and lenses while the patient is in our clinic. Within 2 hours of the patient being seen the lens go into production.  Once the process is started, we cant stop it and we will be billed for the lenses.  We informed the patient of this and told him that if these glasses did not work for him, we could see him again, at no-charge.  Once we saw him again, we can re-order lenses and replace the original ones. This too would be done at no cost to him.  We also told the patient that we could work with him on doing the exam without having him wear a mask. Even after offering all this to him, he refused.  I believe we have been fair and tried to work with the patient.  Unfortunately, he has refused any and all of our recommendations.  At this point we feel we have done all that we can.
  
  Please let us know if there is anything else you require of us.
  
  Thank you

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