ComplaintsforPediatric & Adult Vision Care

• Initial Complaint

  04/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  My child has been going to ***************************** since 2013 for *** treatment. The doctor is excellent! Unfortunately, his staff is not. It is not already the first time when they have gone into ignorance mode. This year (2024), we ordered once more *** lenses. The Right eye's came faulty. We were able to set up an appointment with **************** right away, and he reordered the lens for the Right eye. Unfortunately, the second time, the lens came of even worse quality. From that point on, the office does not return phone calls. In addition, the Contact Us form that is available on the business website was filled out online and was ignored twice. There is no way to contact a company and no way to receive a refund for the *** lenses. The working staff gave us lenses without names on them and any packaging. We do not even know if the lens belonged to the patient.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  09/11/2023 Our whole family has been Dr. S*****'s patients in the past eight years. Both of my kids had their CRT with Dr. S*****. For the first time my older one in high school might have an infection or something to make his right eye hurt and tearing constantly since Saturday. I called in Monday morning and asked if he can be seen. At 11am I was told that I have to get him there before 12pm, otherwise the next appointment is Wednesday. I understand the doctor is fully booked. However it may not be realistic to get there in one hour. I asked if one hour is not possible whether a little more time or other suggestion can be provided. Then I was repeatedly yelled "Go to the school and get the kids right now". They did not understand the time I will need to get to the school and I can not guarantee to be there in one hour. They did not listen to any explanation but only yelling over the phone. I finally asked to talk to manager other people. Julian told me "Go and pick the kid now. Dr P***** sold his business 5 years old. Manager is not available. I am busy." Then the phone call was hung up. Dr. S*****, Dr P***** and other doctors our family has seen are all very nice and professional. We really like them. I imaged if doctors are all booked and our time does not work out they might suggest me some other place to go for this urgent situation (such as they might know some urgent care with eye doctor or anything). However I won't even be able to finish my sentence. I later checked their ********** website thru the office's link on google. Multiple doctors have multiple openings for existing patients on Tuesday. I am not sure why Tuesday openings was not even mentioned.

  Business response

  10/26/2023

  I am writing in regards to complaint #******** filed by a patient against our office.
  This issue has been resolved.  The same day as the complaint, the patients father was spoken to clear up the miscommunication.  The next day, the mother was spoken to as well. Since the complaint, the patient has been seen at our office twice.
  

  
  

  Customer response

  11/07/2023

  I would like to confirm that the situation has indeed been resolved to my satisfaction. I truly appreciate BBB's assistance in helping me and my child with this critical healthcare appointment. Thank you!

*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. ↩