Business ProfileforEye Associates of Little River, LLC

I used this eye doctor two years ago for a pair of progressive eye glasses, and ended up having to purchase readers for work. The progressives were never correct for my eyes. I needed an upgrade to my prescription and so I went there again. The eye didn't complete all the tests that should be completed. Nor do they ask about night vision etc. The lady who "fits" you for your frames does not measure correctly at all. So I got a pair of progressive lenses and they were incorrect once again. They made me try these glasses for a few weeks and when I almost got into a car accident wearing them, the doctor did another eye test on me. She did adjust the prescription from a few weeks earlier, so that tells me she had it wrong. I tried the second set of progressive glasses and those too, were incorrect in the ability to see distance. The eye doctor at that point didn't want to work with me any longer. They did refund my money for the glasses and basically told me to go elsewhere. My co-worker also went her and experienced a very similar experience. I was able to get my insurance to reinstate my benefits and I went to another eye doctor. WOW!!!! What a difference!! The progressives are perfect! I would not recommend Eye Associates of Little River to anyone! They produced two pair of incorrect progressive glasses for me. This can't be healthy for someone's eyes. They are also TERRIBLE at returning phone calls. You'll need to go to the office if you have an issue, as I suspect you will.

Jill, we thank you kindly for airing your grievance in a public forum so that we may respond. Your facts are unfortunately incorrect. You began your care at our office with complaints that every pair of glasses didn’t work from several doctors in Michigan. You also stated you could not wear a progressive bifocal as prescribed from Sterling, Michigan in 2016. You were seen as a patient September 7th, 2017 and advised not to get another progressive due to your expectations. You elected a standard bifocal. You had them one month before stating you wanted a progressive. We made them into a standard progressive lens for you as you chose. As you stated in your review/complaint, they were horrible for the computer, and you preferred wearing a computer specific reader. You never expressed any of this to us in 2017 or 2018. Your second appointment was on June 28th, 2019. You were now wearing the 2017 progressive that you previously disliked so much, but it now worked just fine to drive. We again had the same discussion on the difference between a standard progressive and a computer progressive. The differences are the percentage of area that is dedicated to distance, midrange (computer), and near (reading) tasks. Do to us being aware that you were not making a good choice, you were given a copy of a written computer prescription in a single vision computer reader for work. You agreed that this would be best for work since it would give you the most viewing room in the lens since you did not want a computer specific progressive. As stated, you had your 2017 to progressive bifocal to drive in. Per your complaint to the Better Business Bureau, you hated them after the fact. However, you never called or said anything in 2019, 2020, or 2021. On July 27th of 2022, you arrived at the office wearing the 2017 progressive that you did not like prior, but it worked just fine for driving. You did have the single vision computer prescription fabricated which worked, but you did not like having to separate pairs of glasses. We again had the same discussion on the difference between a standard progressive and a computer progressive. You were advised to get a computer progressive. You again elected a standard progressive. You frequently stopped in multiple times over the ensuing month to have them adjusted since you work half a mile down Sea Mountain Highway. Your office hours are the same as ours. When you call during your lunch hour, it is also ours. You are correct that we do not answer the phone from 12 to 12:45. Due to this not being an adjustment issue and a lens design problem of your choosing, you were scheduled for a prescription check on August 22, 2022. You were given an additional 30 minute appointment of which you were not charged. We again went over all the options. We redid the subjective refraction. That is the portion of the exam where you respond to the doctor which option looks sharper, image 1 or image 2. Your answer was different. You elected to have the prescription changed 0.25 diopters. That is the smallest increment that can be measured. You were also presented with an option of your 2017 distance prescription for your left eye, but said you could not see anything out of it. A simulated prescription was built in a trial frame and used in the hallway as well as an exam room. You also elected to have your glasses type of plastic changed back to the same polycarbonate material from 2017. You stated that someone made your measurements wrong, and you almost crashed your car. You fail to recall the fact that you gave a different answer to which option looked better and changed the index of the plastic. To clarify, a prescription was changed 0.25 diopters as you elected on a subjective refraction. All of this also occurred when you would not agree to get a computer designed progressive. Two weeks later September 7th of 2022, you called and stated you were not happy. We informed you that you would be refunded and the claim would be reversed with your insurance company. You informed us that we “better have your check waiting for you at 8 am on your way to work.” We did. You arrived at our office promptly at 8 am and stated as directly quoted “I’m not mad at you and hopefully you are not mad at me. I wanted the eyeglasses changed into reading glasses.” My staff informed you that they would speak directly to the doctor prior to agreeing since they knew you were not going to be happy with a reading only lens. We had also reversed your insurance authorization for materials upon your refund. My staff spoke to me when I arrived at 8:05 am. We knew you would not be happy with the reading prescription only from your problems in 2016 in Michigan, 2017, 2018, 2019, 2021, 2022 and 2023. We had already refunded your money and reversed the insurance authorization. My staff informed you that we would not be making a reading only prescription. I’m also in the position to wonder why you would insist on us making a prescription that you feel is wrong. You were not happy and decided to file a grievance with your insurance carrier on September 9th, 2022. It was reviewed and ruled in our favor after medical chart and laboratory fabrication review on September 13th, 2022. We had already refunded your money and reversed your insurance authorization to have glasses fabricated at that time. You literally were free to go anywhere of your choosing as of September 7th, 2022. Many patients are not aware that specific insurance carriers own the laboratory that your glasses are fabricated. They had a very detailed file on your history. We are happy for you to have found another office that you love. As stated multiple times at previous encounters, a computer specific progressive will work. It sounds like you took some advice on getting a computer specific progressive you love. We have always treated you with kindness and respect. You have not reciprocated. Your attitude and ideals are reflected in your handle “Patriot Jill.” Although you may not believe in the same politics or lifestyle as someone, it does not effect their ability to do their job. “That girl” is a 32-year experienced master optician. It seems that you could not accept your insurance company ruling in our favor, so you continue to make a slanderous statement with the Better Business Bureau on January 20, 2023, to try to get in the last word. We have spoken with multiple members of the BBB via email and telephone during that 10 day allowed period. It has taken us a week to respond to this complaint as we sought legal advice on how to deal with a medical matter in an online forum. By being able to review the context of the grievance, it is more of a reflection on your character than ours or our patient care. Again, we appreciate the opportunity for this rebuttal. Your insurance company and our office consider this matter closed. Sincerely, The Staff and Doctors of Eye Associates of Little River, LLC