ComplaintsforLandes Eye Associates

• Initial Complaint

  12/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to this eye Dr at least twice, they didn't return my calls. My eye glasses prescription is not right, they don't communicate with you, after the fact that I called them and asked for a refund, they wanted to work with me, but before that I would call and leave messages, wouldn't return my calls, I can't wear my glasses at all, cause of wrong prescription, now they tell me they don't have a refund policy, all I'm asking is for is to get a refund for the glasses I can't wear.

  

  Business response

  12/14/2023

  *************************** came to Landes Eye Associates for an eye exam with Dr. **** Landes on September 25, 2023. She brought glasses with her that she had purchased 2 months prior,stating she was not happy with them.  She said she had gone back twice to see the doctor she had purchased them from and felt like her Rx was not right.  We fit her with lined bifocal lenses and mailed her glasses to her on 10/11/23.  Patient came in on 10/31/23 to see Dr.*************** She felt like the glasses were too strong and her vision was blurry.  A new refraction was completed, and her Rx was changed slightly.  Patient was seeing 20/20 with new RX.  New lenses were ordered, at no cost, shipped as a convenience to the patient as she lives an hour away, and received by patient on 11/24/23. 
  Patient called 11/27/23 stating she had received the glasses and they worked good for her.  She asked if she could have a copy of the Rx.  We faxed her a copy on 11/28/23.
  Patient called back on Wednesday, 11/29/23, questioning the Rx as it compared to her past Rx.  Our optician explained the differences between +/- cylinder when refracting and we verified with her that we had used the same PD from her previous glasses.  She stated she still felt the glasses were off and wanted to know what we were going to do about it.  We explained that Dr. **** would not be in the office until Monday, 12/4/23.  We would talk to him at that time and get back in touch with her.
  Patient called first thing Monday morning and multiple times that day before we could get her information from Dr. *************** We explained to her that he was seeing patients,and we would get back with her as soon as we had information to share. We called her back that day asking for some more information for the doctor so he could evaluate if any other adjustments could be made. She was asked to measure her reading distance and call us back with the measurement.  Patient returned call the following day and was told that we would get the information to Dr. *************** We told her that Dr. **** would be in the office on Friday and wed get back to her with his plan. 
  Patient proceeded to call optical and front desk multiple times over the next couple days wanting a status update.  Staff continued to tell her that Dr. **** would not be back in the office until Friday, 12/8/23.  She continued to call knowing he wasnt here. 
  On 12/8/23, Dr. **** reviewed her measurement and had a couple more questions for the patient. She called 3-4 times that day, however, our optician was with other patients and couldnt come to the phone. She called the front desk and asked for our address to send the glasses back and get a refund.  She finally left a message on the optical line during lunch hour.  Our optician returned her call after lunch,informed her that we have a no refund policy on custom glasses and offered to continue to work with her in giving her ************** thoughts and questions and she hung up on him.  We have had no further contact with the patient. 

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/3/23 at 9:20 am I had eye chart exam conducted at Landes Eye Associates, ************************************************************************ by Dr. *********************** assistant and then saw ***** at the on-site optical **** and picked out eye glasses that paid ****** for and ****** for 2 single vision, polycarbonated, Crizal Avance lenses which totalled ******. On 3/16/23 I picked up my eye glasses but when I put them on at the optic **** that day, the eye glass lenses were too strong and I told ***** that I felt like I was looking through a magnifying glass, but ***** told me that was because I had a new prescription and to just give it time so I can adjust to the new prescription. So, I left the office with the glasses on but started to get a headache. So, I called the office later that and made an appointment for 3/16/23 at 1:10 to have Dr. ********************** modify the both the right and left eye prescription. However, another assistant did an eye chart exam and, when she was done with the exam, the previous assistant came in and did another exam. Then Dr. ********************** came in the room with another staff member and I told her about how the lenses were magnified to the point where I couldn't wear them since they were giving me a headache. On 4/17/23 at 1:30 pm, I picked up my eye glasses but the lenses were still magnified to the point where I still couldn't wear the glasses without getting a headache. So, ***** said there was nothing more he could do when I asked for a ****** refund for the lenses since I wasn't able to wear the glasses. ***** stated that there are no refunds and I then left Landes Eye Associates very upset since I paid for eye glasses that I cannot wear. To that end, I am seeking a ****** refund for the single vision, polycarbonate, Crizak Avance eye glass lenses.

  

  Business response

  04/21/2023

  We do regret that our attempts to respond to and satisfy the patient have not yet been accepted by the patient. We are handling this concern directly with the patient. 

  Customer response

  04/21/2023

   I am rejecting this response because:
  Please be advised that Landes & Associates has made no attempt to contact me to date to resolve this matter. I am still waiting for a ****** refund for the eye glass lenses I purchased from Landes & Associates since I cannot wear the eye glasses I picked up on 4/17/23 at Landes & Associates.

  

  Business response

  04/25/2023

  We attempted to contact ****** by phone 4 times throughout the day with no answer and no ability to leave a message to discuss an equitable solution while abiding by our office policies.  We will attempt to communicate this with her again tomorrow. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩