Knight Vision & Glaucoma Specialists

Thank you for the letterRegarding Mrs [redacted] , she has [redacted] which is not a vision insurance but is a pre-payed vision programWhen someone has [redacted] and purchases glasses, those individuals receive an eye exam, and those who require glasses are given a selection of [redacted] frames and are then allowed to choose from a variety of [redacted] approved lensesAny [redacted] provider will then go on the [redacted] web site, enter what a patient wants and has ordered and [redacted] in turn makes the glassesGlasses that are fabricated by [redacted] are done so at their leisure with no guarantee of delivery dateGlasses ordered from [redacted] have historically taken anywhere from to weeks to receiveAny cost after what is covered by ***, in this case $is payed to the provider (us in this case) and then [redacted] in turn charges the provider (us) that same amount so what Mrs [redacted] is referring to as a copayment is in fact paid to [redacted] I believe that any [redacted] provider is paid a "dispensing" fee of approximately $Regarding any refund of payment made, Mrs [redacted] needs to talk to [redacted] because that is who collects the $that she paid Regarding the delay in ordering Mrs [redacted] s' glasses, I did attempt to explain and apologize a number of times that there was a day delay in placing the order because I disharged approximately 1/of my staff at the end of December Mrs [redacted] asked numerous times why she didn' t get a call back from the office manager and I told her that unfortunately, she had also been dischargedWhen I spoke to Mrs [redacted] on 1/22/15, I offered to cancel her order and have the $refunded to her from [redacted] but did remind her that no matter where she went in the United States, [redacted] would still take approximately or more weeks to make her glasses, Mrs [redacted] has called our office numerous times this week, including yesterday, the day that she filed this complaintMrs [redacted] was assured that she would be contacted immediately upon the arrival of her glassesAlthough we would like to provide Mrs [redacted] with her glasses sooner, she again unfortunately needs to contact [redacted] who is making her glassesWe could easily provide Mrs [redacted] her in day but again, unfortunately Mrs [redacted] s' vision plan contractually specifies that they make her glasses not usAs I stated before, Mrs [redacted] s glasses were ordered on 01/13/I am not sure where the date of 01/22/that was referred to came fromEverything was sent to [redacted] from us on 01/13/15.To address Mrs [redacted] s desired settlement:people from this office have apologized numerous times for the delay in ordering her glassesOut staff has been staying many nights until midnight to attempt to catch up with orders that were delayedOnce again, I would like to offer my sincerest apology for the day delay in ordering her glassesIt was unfortunately unavoidable and we have hired new staff to hopefully avoid this in the futureI understand that Mrs [redacted] would like her glasses but again, this unfortunately is up to [redacted] as explained earlierMrs [redacted] has been told at least a dozen times what has occurredI would be happy to call her again or meet with her to attempt to explain it againRegarding a refund of the payment for her glasses, as explained above, the fee of $was made to [redacted] If she wants a refund from that fee, as I attempted to explain to her, she needs to contact [redacted] The $dispensing fee that we receive will be refunded and credited to her accountIf Mrs [redacted] would like to see the final invoice from [redacted] to verify this, I would be happy to provide her with a copy.As far as Mrs [redacted] s glasses shipping from [redacted] on February 4th or 5th, from our experience that is optimisticI would expect that they arrive sometime mid to late February, and assuming they are made correctly and there is not a problem such as they are made with an incorrect prescription, the right lens is in the left and left in the right, scratched lenses and other things that are common with ***, she should expect to receive them shortly there after.We have been a [redacted] provider for over decades and have done so at the request of patients whom wish to come here even though we lose money on each patient when staff salary and overhead in taken into accountWe have always felt that these people need to be seen and have always been happy to do soWe are discussing at our next office meeting dropping [redacted] because of the ill will that occursIf there are any further questions or concerns, Mrs [redacted] can contact me at any time at my office