ComplaintsforTwinsburg Eye Associates

• Initial Complaint

  09/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is now located at **** **** ** *** *, ********* ** *****. I had my annual exam on 5/26/21 and received (4) Eyeglass Rx. I ordered reading glasses over contact lens, but could not read with the new glasses; Twinsburg Eye Associates (TEA) was contacted for a corrected script. A second incorrect script (straight readers NOT over contact lens) was sent to the optical dept. After speaking with TEA, they submitted on 7/20/21 a third Rx to the optical dept. I still can't read correctly. I insisted TEA reimburse me for my costs for glasses I cannot use, and they did. However, they dismissed me as a decades-long patient and voided all my scripts. I cannot go to a new provider for an exam, because TEA submitted a claim to Medicare and a person can only have one annual visit. Considering the circumstances, *** ******* should have communicated with me directly, instead of with his staff. (Emails and incorrect scripts can be provided, if required.)

  Business response

  09/20/2021

  Just about every detail in this complaint is wrong. She received 3 glasses prescriptions that she asked for: Distance, Reading, and Progressive bifocal. At the time she did not specify that she wanted a reading prescription to be used over contact lenses. The patient did not purchase any materials, glasses or contact lenses, from us. Upon learning from Costco that the patient wanted a reading prescription over her contact lenses, we immediately complied. We have verified with Costco that she was not charged extra for this remake. At this time, she initiated a charge back with her credit card company. Upon learning that, I issued her a refund of the amount she paid for my services (not materials) out of pocket and dismissed her as a patient. My policy is to not do any more business with an individual who initiates a fraudulent chargeback, especially for services that have already been rendered. Finally, Medicare has no restriction on the number of visits as the exam was billed medically and she can go to the provider of her choice in the future. Emails and the correct prescriptions can be provided, if required.

  Customer response

  09/21/2021

   I am rejecting this response because:   Their recollection of the facts are incorrect.  The only issue I had was with the Eyeglass Rx for Readers over Contact Lens, not with any other Rx for other uses.  Attached I have included a copy of their first dated 5/26/2021 script, which clearly states "Reading over CL" [contact lens].  I have never used reading glasses when not wearing a contacts, because I am extremely near-sighted.  Please note the OS Sphere of -2.25.  That was the original problem with this prescription.

  When this error was brought to Twinsburg Eye Associates (TEA) attention by Costco, TEA took it upon themselves to issue a second script for readers, but not over a contacts.  When I learned of this, I immediately called and reminded TEA that within my decades of files, they could see I never wore readers when not wearing contacts and to issue a revised Rx for Readers over contacts.  Attached I have included a copy of their third dated 7/20/2021 script, which changes the OS Sphere of -2.25 to a +2.25.  Unfortunately, their is a different issue with this final script resulting in the inability to being able to read.    

  Due to the mistakes made by Twinsburg Eye Associates staff, Costco made two pair of glasses and got paid for one.  I paid for one pair of glasses, and in essence got none.  Consequently, no fraud was perpetrated.  Perhaps *** ******* cannot be bothered with the details of these events, but I assure you that if he did (without the filter of his office administrator), he would understand that I am absolutely right in this matter.  He owes my an apology, and perhaps one final accurate Eyeglass Rx for Readers over contacts.  

  I am working directly with Medicare to resolve that portion of the original complaint.
  

  
  

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