Golden Triangle Optometric Center

Review: In May 2013, I decided to get a pair of glasses with photochromatic (transitions) feature. I particularly asked [redacted] of Golden Traingle to add the transitions feature to the new glasses, which she did as shown on the prescription (RX) she gave me. However, when I got the glasses (and finally wore them a few months later), it turned out that there was no such feature on the glasses. I called back and [redacted] denied the fact that I requested the feature. I showed her the prescription but she insisted saying that there was no such feature in their final receipt (of course there wasn't any because she forgot to put it onto the order she sent to the lab). They did offer a remake of the glasses but asked me to pay ~$140 for the transitions feature out of my own pocket, which would have costed me nothing had they included it in the first place (the insurance would have covered it had they included the feature at the beginning). I absolutely can not accept the offer, and would like to file a formal complaint through Revdex.com.Desired Settlement: I would like to the transitions feature on my glasses, per the RX (prescription).

Business

Response:

December 3, 2013

ID of [redacted]

Dear Sir

On May 13th, 2013 Dr. [redacted] and his wife came in for eye exams. Dr. [redacted] needed a new prescription. I remember urging him to order the transition lenses. We discussed this extensively. His wife testified to the great use of this feature on her glasses she purchased from us in 2010. Dr. [redacted] still refused to get the transitions feature.

On 10/31/13- five months after his glasses were dispensed Dr. [redacted] called with the complaint that he remembers that he ordered transition lenses. He insists that he ordered them and they should have been put on the order because the OD. wrote it on the prescription.

My duty as an optician is to recommend all of the features that the OD recommends no matter if the patient refuses to order it or not and that is what I did.

Our optical lab allows one remake within 60 days of purchase. If the patient would have called us sooner we would have been able to remake his glasses at no cost but it is 3 months past the warranty period. I offered to remake the glasses for our retail cost of $149.00, but he refused. Patient requested for his receipts to be emailed to him so they were emailed within the hour to him.

We take pride in our customer service and we are willing to remake the patient’s glasses now with the transitions feature on it at no charge to satisfy the patient.

Sincerely

[redacted] ABOC, FNAO Dr. [redacted] OD

Golden Triangle Optometric Center

Consumer

Response:

I have reviewed the response made by the business in reference to

complaint ID [redacted], and have determined that this proposed action would not

resolve my complaint. For your reference, details of the offer I reviewed

appear below.

The business' description about the incident was not true. They said "Dr. [redacted] still refused to get the transitions

feature." That is not true. I asked for the transitions feature in

the first place. The optician (Ms.

[redacted]) just simply denied it when I called her back for a

resolution in September.

This time they did offer a free remake of glasses with the

transitions feature. However, there is no way I would it because they denied

the very fact and they made it sound like I was cheating in order to get a free

remake.

The key point here is not the $149 that the business offered

for the remake of the glasses. It is rather the way the business (specifically

Ms. [redacted]) treated their customer as if I were a liar and tried to get a new

feature out of nowhere. I have a very busy job and there is no point for

me to spend 1/2 hr or more to try to get $149.

The business has to admit that the mistake or negligence is on their side. If

the business feels they had made no mistake and everything was my fault (as what

they showed in their response), then they do not need to offer anything. Under

this circumstance, however, I would reserve the rights for further actions.

Regards,

Business

Response:

December 13, 2013

Complaint Id [redacted]

Dear Dr. [redacted],

Our office is responding to your most recent inquiry to the Revdex.com. I personally, want to apologize for any and all miscommunications from Golden Triangle Optometric Center and its staff member, Mrs. [redacted]. Our office values your input and we understand your time is very valuable. In order to correct any errors in your original order, we currently have a new set of Transitional Lenses in our office ready for your pickup. We have done this in respect to the lack of customer service you feel you have received. Mrs. [redacted] has been spoken to, by both me and Dr. [redacted] in regards to this matter. She was previously asked to record what she thought, and what she could remember from the original conversation in May of 2013; upon further investigation perhaps she could have been mistaken. To avoid any further delays, disciplinary action has been taken. Again she is truly apologetic for this misunderstanding as well.

We would like to know if there is anything else we can do to help resolve this matter? For the time being, you may stop in our office during regular business hours for your lens replacement at no charge. No appointment is necessary and should only take 10-15 minutes of your time. Please do not hesitate to contact me if you have any further concerns or questions.

Sincerely,

[redacted]/Office Manager and GTOC Staff