ComplaintsforCentral Killeen Vision Source

• Initial Complaint

  11/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have had such a nightmare since April at this location. The staff is very rude very disrespectful. They don't send in the right prescription for the glasses to be made then they blame the customer. They don't treat all customers equally! My glasses are falling off my face they have not tried to adjust the glasses tighten up the nose guard nothing for me but they do this for other customers. I am asking someone from corporate to contact me because this is not all of the complaint. ******* is just as worse. The office manager is a reflection of the way the staff behaves. I have sent ******* an email numerous times I've called for her and she will not return a phone call. She just called me back today after me emailing and calling from her for her since August of this year. I'm asking for someone from the corporate office to contact me. If no one wants to contact me please refund so that I can go somewhere and get glasses made that don't slide off my face and that the prescription is correct!!

  Business response

  12/08/2023

  January 19, 2023, ************. Come in for exam and glasses are made at no cost to the patient fully covered by Texas Rehab. When she picked them up, she makes the remark of "hopefully they'll be right this time" due to a previous encounter and she returned to the practice. We let her know she has a window of adjustment and if she needs to come in for a recheck, we will take care of it at no additional cost. She calls in a few days later demanding to talk to the doctor. We ask what's going on, figure out she can't see clearly at her computer and get her scheduled for a recheck in February. When she doesn't make it in for that initial recheck, after talking with her, the practice manager offers to make them into progressive lenses at no cost to her despite the upgrade. Upon picking these up, she decides she doesn't like the progressives either and she also still can't see at a distance. The practice manager ask her how she would like to proceed and we land on scheduling her for another recheck to address clarity. She no-showed on March 9, and then walks in on March 17th demanding the doctor talk to her. We get her seen and end up remaking them back into single vision for her satisfaction at no cost. In April, she states she still cannot see so we do another recheck and we remake her lenses again at no cost. At this time, she complains about the thickness of the lenses and states she wants a different frame. The practice manger explains the lenses are not going to be thinner because she only likes plastic and we cannot make them thinner in that material. With the no cost reframestyle, we also change her prescription again.Fast forward to September, she is calling again saying she still can't see and isn't satisfied and wants to know why we keep putting the wrong prescription in the glasses. She accuses us or purposefully giving her the wrong prescription and she wants another recheck. She again cancels the first recheck we schedule her for and comes in on her own time, demanding to be seen. We do another recheck on September 13 and the prescription is tweaked again and she states she has been having trouble with the frame; the lens was falling out and the s**** wasn't tight. I order the lenses and a brand new frame at no cost again. When she comes to pick them up, she states she's worried about only having the one pair and wishes she could keep both sets of lenses so she has the old pair to wear while she adjusts to the new pair. Employee **** explained to her that we can't let her keep two sets of lenses and attempts to take her frame to put the new lenses into it. She states to **** in an unpleasant tone "she didn't say she expected them for free"; she was "supposed to get a brand new frame" and that she would pay for them if she had to. **** came over to manager with a little bit of a nervous smile and ************ called **** a "stupid little b****" in front of everyone, saying she was laughing about all of it, thinking it was all funny. The manager intervened and told her she wasn't laughing at her. She again explained why we couldn't let her take both sets of lenses because we would need to send them back for credit, and that she needed to just try the new prescription. The manager also told her we had the new frame for her, we just hadn't had the chance to put the new lenses into it yet.The manager did offer to hold onto the old lenses for a bit, while she tried the new ones and if she needed to go back to them. The manager also explained that it was not good for her to switch back and forth between two prescriptions,as it would make it hard for her to adjust. After switching the lenses out, she immediately hates them and says she wants to just keep the old lenses and refuses to take the new lenses with her. She again complains about the frame and how she never liked it, but the manager told her she could not reframestyle again. She then brings up again how we keep getting the prescription wrong and blames the whole thing on ****, stating she ordered the wrong one. The manager tells her that she personally ordered the lenses and **** had nothing to do with it.She keeps insisting that it was ****'s fault and the manager keeps countering that she ordered the lenses. The manger offers to print out her records for her and she says yes she wants the prescription. The manager tells her that she will print the prescription that matches the lenses she is walking out with and show her that is the same prescription we did in April and  even showed her the little paper from the lensometer reading to prove that they match. 
  November 15, 2023 Regional Manager ******* speaks with ************ and hears out her concerns. ******* assures ************ she will connect with the team on the feedback. ************ is unsatisfied in this conversation and is adamant on receiving a refund or getting her glasses right but was never charged for any of the services and we continued to remake the prescription, upgrade the frame and lenes at not cost, and the glasses never worked for the patient. We have done all we can for this patient and have no funds to be issued via refund.
  

  Customer response

  12/08/2023

  Complaint: 20875625
  
  I am rejecting this response because: this is all lies!! I have never in my life asked this company for a refund. How can I ask for a refund for something that I didn't even pay for that's how you know that they're lying. Second of all it is vocational rehabilitation. Don't make it seem like I'm some drug addict. It is for people with documented disabilities. I have video recordings several of them. The office manager did not try to assist me. The worker sent the wrong prescription after I took my money and use my own money to pay for glasses she purposely did this. My glasses are falling off my face, they have never been adjusted. They never offered to adjust them , but every other customer that doesn't look like me, they adjust the glasses and they work with them. I even sent my son to this business to give them business. They never even offered to adjust his glasses. They act as if they don't want to touch us as it were dirty . That's how we're treated. I ask to speak with a manager. ******* quickly sided with the workers I have video recordings!!! I have proof which I will use when need be. I have never ever demanded anything. This is typical bias behavior. They don't treat all of their other customers this way. Why are they treating me this way. My glasses are falling off my face. This company has never offered to adjust my glasses. They even gave me the wrong glasses when the frame continuously broke. I have never ever ever demanded anything, but if you're going to be paid for service, do what you're supposed to do for everyone, not certain customers. Now, when you see the video evidence, I guess you're still gonna be in denial and make an excuse for that too, because I have it! Just like when the Young girl in the office started laughing at her sending the wrong prescription to the other doctors office. My other prescription cost over $600 so why would I ask this horrible business to refund me anything knowing that I did not pay?!! Stop lying you guys just don't like certain people and I'm gonna put it out to the public.
  
  Regards,
  
  *********************

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