ComplaintsforCedar Crest Vision

• Initial Complaint

  11/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was pushed, bullied, and ramrodded, by the optometrist, Dr Q****, into purchasing prescription reading glasses. He said that I had been using "cheater" reading glasses and that they were no good. He intimidated me into purchasing the reading glasses from his office by sending one of his assistants in and telling her exactly what kind of glasses I needed to get. She then took me out to where the reading glasses were and ordered the glasses for me. When I tried to return the glasses, because they were not as good as my "cheater" glasses, the optometrist, Dr Q****, would not refund my money. Nowhere on the receipt does it say that this office does not give refunds. The glasses have a very small sweet spot where I can see clearly. If I do not hold a book, computer, or whatever else I'm reading, at just that distance, it is blurred. I am seeking a full refund of $309.88.

  Business response

  11/22/2021

  BBB 
  **** ********* *** *** ***** * 
  Albuquerque, NM 87109-**** 
  
  Re: Complaint ID ******** 
  
  Dear Madam or Sir, 
  
  I am writing in response to a complaint and request for refund made by the patient referenced in the document recently sent by your office. This patient came to our office for an eye exam and purchased a pair of single vision glasses tol use as readers. She was notified by our office on October 1, 2021 that her glasses were ready for pick-up and that she needed to schedule an appointment for a proper fitting with an optician. Her glasses were finally dispensed on November 12, 2021, at which time the optician adjusted and checked her vision with the glasses on. She liked tIlem and had no complaints. 
  
  The patient came back into the office on November 15, 2021 stating she wanted to return her glasses. When our office manager and licensed optician asked her what problem she was experiencing with the glasses, she reported that she only had clarity at a specific focal length and that her store bought readers worked better. After hearing her chief complaint, our office manager told her that we do not offer refunds on custom made eyewear, but that we could get her scheduled to see Dr. Q**** so that he can double check the prescription and adjust the focal length. At this point, the patient becaMe agitated and began to raise her voice. The patient left the office angry. Dr. Q**** called the patient on November 16, 2021. He left a voicemail asking for a return call from the patient so we could resolve her issues. The next communication was from your office. 
  
  As clearly explained in our Financial Policy — signed by this patient on September 23, 2021 and attached to this email: Refunds are not available for professional services or optical goods, or boxes of contact lenses that have been opened Glasses are specialty medical devices that have been fabricated just for you. We offer comprehensive warranties that cover breakage and scratches if you have the specialty coatings. We can't however, refund money for buyer's remorse, changing minds etc. Please choose wisely. We will gladly remake the glasses at no charge if there is a problem with the prescription in the first 30 days after pick up. We also have a plaque posted on the wall of our office stating our refund policy, which I have uploaded. 
  
  Cedar Crest Vision has a very specific process for identifying and remedying lens issues which sometimes involves the doctor re-checking the prescription, and a remake at the laboratory. However, the window for re-making the lenses is closing (December 12th), per our Financial Policy. If the patient is willing to go through the normal process to recheck her lenses, and agrees to be friendly and professional to the doctor and staff, we will make an appointment for her to see Dr. Q**** so that we can remake her lenses. She should call as soon as possible for an appointment. 
  
  We do not issue refunds. 
  
  Sincerely, 
  
  Lisa Q****, BA, ABOC 
  Cedar Crest Vision
  Practice Administrator 
  

  
  

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