ComplaintsforRoyal Oak Eye Care

• Initial Complaint

  02/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  About the time of Nov 2021 I visited the royal oak eye center for just a yearly eye exam. Upon leaving I met with the secretary to pay for my eye exam. She informed me that the total would be $205 to my surprise. She then told me I must pay for the contacts ( that would arrive at a later date ) as well as the eye exam. As alot of people are these days I can barely make ends meet and I explained this to the lady and told her I only had enough money for the eye exam and that I would have to return at a later date to order the contacts when I was financially able to. I then asked for a copy of my prescription and she ignores my statements and orders the contacts anyways. I never received a copy of my prescription and then a few weeks later I'm being charged a $12 fee for something I told them that I could not afford and they are basically holding my prescription hostage now. I have to have my glasses or contacts to drive and live my daily life.. I paid for an eye exam. I explained I couldn't afford contacts at the present time. I was ignored and then tagged with a $12 fee. My hands are tied and I'm just really frustrated.

  Business response

  03/04/2022

  **** was seen October 6, 2021 for a routine eye exam for glasses and contact lenses.  The cost of this for patients without vision insurance is $105.00. The cost of a six-month supply of contact lenses is $100.00. He paid $105.00 for professional services on the day of the exam. The amount paid for professional services is non-refundable.After I complete my exam, I ask the patient if they would like us to order contact lenses for them. If they reply yes, then that information is recorded at the bottom of the exam form and I walk the patient to the front desk. It is preferred for patients to pay for contact lenses at the time of the exam, however, if a patient asks to pay for the contact lenses when they pick them up, I will still order them. The contact lenses were ordered on October 6 and received by the office on October 11.  Multiple attempts were made to contact the patient to inform him they had arrived.  Our records indicate contact was made on November 8. My office tried multiple times to make contact with him, however there was no answer and the voicemail was not set up.On February 4, I placed the contact lenses in a box to send back to the company but had not mailed them yet.  On or around February 21, he called and asked if we still had them. He was told by a staff member that we did not because I had reversed the charges in our patient software. When I returned to the office late that afternoon, I was told he had called. The days following his phone call, I personally made multiple attempts to contact him and tell him that I still had the lenses. I was also going to tell him that I would waive the shipping/restocking fee if he would pay and pick them up in a timely manner. There was no answer and the voicemail was not set up.I will refrain from returning the contact lenses for 30 days to allow him to purchase them and I have waived the $12.00 shipping/restocking fee.  A copy of his prescription will be mailed Monday to the address on file.

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