ComplaintsforChardon Family Eye Care, LLC

• Initial Complaint

  06/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 12/16/2021 I had an appointment with Chardon Family Eye Care. I decided to give them another try but the first time I went for the same reason - to get contacts and ended up with contacts being fitted for the wrong eye by the doctor, no phone calls promised to me about pricing and nothing but frustration. I went back after everything opened back up after Covid with the same frustration I had the first time. I explained to the assistant what happened the first time and she ASSURED me I wouldn't be charged more than $50.00 for coming back due to the circumstances of the first unsuccessful visit. I was told that my contacts would have to be ordered and they would call me when they were in and that it would be just a couple of days. More than a week or longer passed and I still had not received a phone call. Same story as the first time with them. Poor communication with that office. When I called in, the receptionist put the female doctor on the phone. She was very rude and argumentative with me. I explained that I was at work and didn't have time to be talked to the way she was talking to me. I told her that I would not be paying the bill for $170.00 when this is the second time I have spent money and had received nothing because of the poor communication and frustration with that office. It's a pretty serious mistake that the first doctor sent me home with the contacts for the wrong eye! I would say that is obvious neglect! Now, I have to spend more money with another eye doctor to get my contacts. I should not have to pay a dime to them for everything I have been thru with them.

  Business response

  06/29/2022

  We are sorry that ******* feels as though she is not responsible for paying for services we rendered.  Before each exam, our patients sign an informed consent stating they understand there are charges associated with contact lens visits and range.  She did sign that consent and I have attached that here.  Her first contact lens fit was in 2018.  Three years later, she returned and wish to be fit again.  She again needed the training with our technician to help with insertion and removal.  When patients fail a contact lens fit, it is our policy to extend a discount if they wish to try again with the year.  However, three years time passed here and both the doctor and technician spent time with *******.  Additionally, our fees had increased since her initial visit in 2018, but we extended the discounted service fee to her as a courtesy.  Additionally, we do not have any contact lens fee that is $50, so we are unsure where ******* would have even heard this quote from. 

  Unfortunately, multifocal contact lenses are not an exact science.  Everyone’s brain responds differently to monovision (there was no neglect here) and multifocal contact lenses and therefore, much of the fitting process can be trial and error until the perfect match is found.  This is explained to each of our patients by both the technicians and our doctors.  We schedule follow ups at no charge and encourage patients to call us if they are having trouble adjusting or are noticing areas of vision that need to be improved upon. She was scheduled for a recheck to adjust the lenses if needed and she cancelled that follow up. 

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