ComplaintsforTumwater Eye Center, Inc.

• Initial Complaint

  05/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  To whom it may concern,My name is *****************************. Recently, I visited the ********* Eye Center due to unavailability of appointments at my primary doctors office, ******************. I needed medically necessary contact lenses, as the ones I had broke. During the appointment, the doctor commented unfavorably and repeatedly about my regular doctors and informed me of a white film on my right eye, blaming my regular doctors for the damage. Despite my preference for new contact lenses, the doctor ordered prescription glasses for me, stating it would take 3 months to fit me with contacts. However, after a week of wearing the glasses, my vision didnt improve, compromising my ability to see. When I contacted the ********* Eye Center, they informed me that I had to wait 14 days before any changes could be made. Subsequently, I attempted to book another appointment at ******************, which had previously been booked solid until September. However, I was able to secure a spot and got a new eye exam, which showed that nothing substantially had changed with my condition, and I simply required new contact lenses. Unfortunately, my vision insurance denied coverage for my contacts due to the fact that I had already purchased glasses. I have called ********* eye center multi times and they continue to tell me they cant return them even though the glasses are not working. I spoke with the *************************** and she said they dont have to tell me about their policy its up to me do that as a customer and I cant read. I spoke with my insurance and they have told me I have 90 days to return the glasses because of my insurance. My insurance cant cover my medical needed contact lens so I can see and ********* eye center wont return them and credit my insurance or my money back .. I have been unable to go to work or leave my home because my vision is impaired. ********* eye center doesnt care about my condition Im starting to feel theyre being racist because Im African-********.

  Business response

  06/20/2023

  While I can not confirm or deny this specific patient was examined at our office due to HIPAA laws, I can explain our office policies.

  We will refill contact lens prescriptions, if the patient has a valid prescription. If no valid prescription is presented, we require patients to be available for follow up appointments in order to appropriately and safely create a new, or refit, of contact lenses.  When patients have any corneal disease, like keratoconus, this process may take many weeks, and even months, to complete the contact fitting process.  It is always recommended for these patients to have a pair of glasses as a back-up. Without back-up glasses, the contacts are most always worn longer than recommended, which can cause severe damage to the cornea.

  Our office policy is 100% satisfaction guarantee, but no refunds or returns.  We will call your insurance company to reinstate your hardware benefits. When this is required, your insurance company requires your benefits paid to us to be returned, at a loss to our company.  We do this to allow you to start over with a provider of your choosing. 

  As a provider for over 30 years, I take pride in creating a growing patient base, using the latest technology to help patients understand their eye health and the many options for treatment.  As an oath I took many years ago, I strive to "do no harm". 

  I do not acquiesce to patients demands if I feel, in my professional opinion, that I will be harming the patient.

  I wish this patient the best in their attempts to find a provider that can help them through their medical eye care needs.

  Sincerely,

  ***************************, OD
  

  Customer response

  06/20/2023

   
  Complaint: 20102280
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

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