Complaints

• Initial Complaint

  03/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  There were 2 visits to Diamond Vision.I wanted to have Lasik eye surgery done.#1 visit 2/16/23. ***************** was nice helpful.What they said would be a free consult took 5 hours I was charged $250.00 for the free consult.I was told I had cataracts in my left eye..***************** told me if there was only a little improvement he would schedule surgery the next visit.I received eye drops to use and returned for my second visit on 3/3/23...On the second visit ***************** smelled like a homeless person and had bloodshot eyes.He was rude and not helpful.He went into a sales routine to sell my a eye flush treatment for $1400.00 and then went down to $500.00.I did not buy it. He did not schedule any surgery as he promised.He told me to return in April because the weather is better..Clearly he was in no condition to be doing surgery. On 3/3/23 .I am requesting my $250.00 payment for the free consult be refunded. Thank You.

  Business response

  03/16/2023

  For privacy purposes the claimant is referenced herein arbitrarily as C.
  When C initially came to our office for a free consultation, she elected to have a pre operative evaluation that same day to determine her candidacy for refractive surgery.   A $250 deposit is collected when a patient moves forward with a pre op in consideration of future surgery, but there is never a fee for the consultation itself.  So if C had decided not to move forward with a pre op, no funds would have been collected.  In addition, the $250 deposit is always refundable in the event a patient is not a good candidate for surgery.   While an initial consultation takes only roughly half an hour, a pre op exam requires several additional tests and an examination with a doctor so it takes longer.  However, patients appreciate when we are able to consolidate these two appointments into one day, as we did for C.  
  It is also not uncommon that we must postpone surgery for weeks or even months in order to provide patients time to incorporate our therapy recommendations aimed to improve pre operative data and post operative outcomes, but this requires compliance on the patients part.  That said, we will not perform surgery unless its safe for the patient, even though postponing or cancelling surgery may make patients frustrated or upset.  In these cases, we share our therapy recommendations and plan to see the patient back after adequate time is allowed for our therapies to work.  We clearly explain that while a surgery date may be tentatively scheduled, it is always contingent on patient data falling within our accepted parameters, and C was made well aware of this at her first appointment.  A surgery date was never promised.
  Upon repeat testing during her second visit,  we communicated that more time for continued therapy would be needed, and since compliance with suggested therapies can be a challenge for patients, an in office treatment was offered at a significantly reduced price. 
  While she did not choose to undergo this, our at home therapies were reiterated and a follow up visit was scheduled for the end of the month.  At no point did she ask any staff member for a refund of her surgery deposit and our impression was that she intended to return for her next follow up appointment.  As for C's remarks regarding ***************** during her second visit, they could easily be
  refuted by his staff or any
  one of the satisfied patients on whom he performed surgery that same day. Finally, as soon as we learned of this complaint we expedited the return of Cs deposit.  We only wish she had communicated with us first so we could have taken care of it at the time of her last visit rather than her deciding to handle it in this manner.
  
  

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