ComplaintsforThe Eye Care Team

• Initial Complaint

  10/31/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  31 Oct, 2022 Subject: Complaint against ******************************** OD (The Eye Care Team, *******, **). I am a **** Military Veteran where the *********************** (VA) paid for my eye exam at the Eye Care Team [126 **********************************************************]; the date of the exam was July 12 2021. I then ordered glasses from Frames Direct in November 2021 and from Glasses USA in February 2022. When the glasses arrived, I tried them on and I experienced blurred and distorted vision and headaches. I thought perhaps either my vision had changed overnight, or the manufacturers of the lens' (FramesDirect.com and GlassesUSA.com) had made an error in the lens prescription obtained by ******************************** OD (The Eye Care Team) on July 12, 2021. I moved to *****, ********* this July 2022, whereupon I had an eye exam by Dr. ****************** OD (Specsavers, *******, *****************). Dr. *** stated that the prescriptions in my new glasses purchased from FramesDirect and GlassesUSA were way too strong, yet Dr. ***** examination (September 9, 2022) revealed that the lens prescription pretty much matched that of an older prescription from the *********************** Hospital, *******, **********. Dr. *** showed me the numbers from ***************************************************** exam (July 12, 2021) stating that they were way too strong, so no wonder I was having blurred vision and headaches. I am reaching out to the BBB of Eastern ********** for the following resolution: That Dr. ******************************** OD (The Eye Care Team, *******, **) either provide me with two pairs of glasses with my new lens prescription acquired from Dr. ****************** OD on September 9, 2022, or refund the costs of the glasses I purchased online: GlassesUSA [Muse ***********************/Silver, $297), FramesDirect [Ray-Bans, $221.94]. Note: Both pair of glasses have progressive/transition lenses. ******************* ****************************************************** c/o: ********************* Note: I am currently attending graduate school in *****, *********.

  Business response

  11/04/2022

  I have reviewed ******************** concern and unfortunately we are unable to refund the glasses he purchased from an outside service. We would have been more than willing to do an Rx recheck if he let us know of his concerns with his first pair of glasses he had made but unfortunately he waited well over 90 days from his exam to have his glasses prescription filled. Customarily if you have your glasses made somewhere and they don't work and you have an Rx change, most places are willing to do an RX redo at no charge. That is exactly what we do here when someone orders glasses from us using an outside Rx from another doctor. Unfortunately *************** waited more than a full year past his exam (September 2022) to contact us and inform us that he felt his prescription was incorrect from his exam in July 2021.  He waited until he left the country a year after his exam.  We tried calling him to discuss the problem and ask him to come into the office so that we could see what the problem was and look at the glasses and see what we could do.  I understand **************** is now out of the country and he didnt try to do anything about this prescription given 14 months ago until he left the country.  14 months is a long time and a lot of things can change with your health and your eyes in 14 months. This should have and could have been fixed if approached in a timely manner, within 90 days is our policy.  We cant possibly refund everyones money from a problem from over a year ago especially when they dont even purchase the glasses from us but want us to refund their money paid to an online vendor.  We dont know the quality of the product purchased online because we didnt provide the product and havent even seen the product.  The purchase of the frames are still useable, **************** can purchase lenses to go into his current frames and yet he wants us to refund his money paid to an online source for the frames and lenses.  Also, ******************, the doctor that gave **************** his eye exam 14 months ago is no longer working at our clinic.   

  Customer response

  11/07/2022

   
  Complaint: 18335996
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer response

  11/18/2022

  18 NOV, 2022
  
  Rebuttal to comments made by *******************/Manager-The Eye Care Team, ****************************************************************** 9201.
  
  *******************: Customarily if you have your glasses made somewhere and they don't work and you have an Rx change, most places are willing to do an RX redo at no charge.
  Rebuttal by *******************: I did not have an Rx change, **************, as the lens prescriptions from my VA glasses and the exam administered by Dr. ****************** OD (Specsavers, *****, *****************) on the 9th of September, 2022 are pretty much the same prescription (see attachment). Hence, the only Rx that changed was the erroneous lens prescription made by *********************************************************************************************** on 12 July, 2021 (see attachment).
  
  *******************: I understand **************** is now out of the country and he didnt try to do anything about this prescription given 14 months ago until he left the country.  14 months is a long time and a lot of things can change with your health and your eyes in 14 months. This should have and could have been fixed if approached in a timely manner, within 90 days is our policy.
  Rebuttal by *******************: My eye/lens prescription did not change in the 14-months since my examination by ******************************** OD (The Eye Care Team, *******, ** ***), as per the examination carried out by Dr. ****************** OD (Specsavers, *****, *****************) on 9 September, 2022 (see attachment). Furthermore, when it comes to healthcare, and an ophthalmology examination is part of healthcare, there is no 90-day statute of limitations when a healthcare provider (********************************OD) screws up.
  
  *******************: We cant possibly refund everyones money from a problem from over a year ago especially when they dont even purchase the glasses from us but want us to refund their money paid to an online vendor.  We dont know the quality of the product purchased online because we didnt provide the product and havent even seen the product.
  Rebuttal by *******************: The erroneous eye/lens prescription obtained by ******************************* OD (The Eye Care Team, *******, ** ***) in 12 July, 2021, is now firmly embedded in the two pair of prescription sunglasses I purchased from FramesDirect (******* RB2132 - New Wayfarer) and GlassesUSA (Muse ***********************/Silver) (see attachments). Furthermore, the quality of the product(i.e., frames from FramesDirect and GlassesUSA) has nothing to do with the erroneous eye/lens prescription, hence, both items are now useless because of the harmful eye/lens prescription obtained by *******************************.  Dr. ******** erroneous eye/lens prescription gave me headaches, blurred vision, and vertigo. Thats a healthcare issue without a 90 day statute of limitations.
  
  *******************: Also, ******************* the doctor that gave **************** his eye exam 14 months ago is no longer working at our clinic.   
  Rebuttal by *******************: Its irrelevant whether ******************************* is no longer an employee of The Eye Care Team, hence, he was an employee when the erroneous and harmful eye/lens prescription was filled.
  
  Note: When it comes to healthcare providers, and ******************************** OD (The Eye Care Team, *******, ** ***) is a healthcare provide, there is no 90-day statute of limitations when a healthcare provider screws up, and ****************** screwed up big time when he gave me an erroneous eye/lens prescription.
  
  
  Remediation/Outcome by *******************: ******************************** OD (The Eye Care Team, *******, ** ***) screwed up bigtime obtaining an erroneous and harmful eye/lens prescription. Furthermore, FramesDirect and GlassesUSA confirmed that the eye/lens prescription in the two pair of sunglasses was the prescription obtained by ******************. Hence, I strongly request that The Eye Care Team either pay me in the amount of Glasses USA (Muse ***********************/Silver, $297), FramesDirect (******* RB2132 - New Wayfarer, $221.94), total = $518.94, or order lens (Progressive/Transition) that fit the two frames (Muse ***********************/Silver, ******* RB2132). I will mail the frames to The Eye Glass Team where they can replace the lens.
  
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  Cellular: ******************
  Email: **************************
  

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