Initial Business Response /* (1000, 6, 2015/11/24) */
Central Optical:
We did speak with one of your employees last week regarding this jobThis job was not mailed to us in error and in fact was charged to our account and ordered through our location (during our conversation your employee did
state that it would be corrected)After our conversation we contacted the insurance company to determine how this happened and to insure that it did not happen againWe received confirmation on Friday 11-20-that this was being taken care of
We contacted your office (via phone today) and informed your staff member (Janine I believe) that the product was being shipped back to your location today
Lastly, as a third party company in this matter we find your defamatory comments to be insulting and quite surprisingAt no point did we ever make mention of the other practice's physician or staff and would ask that your employees refrain from making such comments in the future
Respectfully,
Scott W***, COO
Initial Consumer Rebuttal /* (3000, 8, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Novus Clinic,
With all due respect, if your office has the proper knowledge on how the third party company works, the lab BILLS the 3rd party company which is Vision Service PlanThe doctor using the NPI ID/location under any office gets reimbursedSo in this case, your office did not get billed, the service was done by the doctorMy customer service rep Janine called your staff member Megan and discussed the error in location and she said she would send it backAfter days of it being held (Nov to Nov 23), we called again inquiring the whereabouts of patient's glasses, your staff member said they felt the need for a credit because your office was billed in errorWhen truly, your office was never billed so how can we credit your account when the billing directly went to the 3rd party companyTo clarify, your office did not ship the job back because our sales rep had to pick it up and delivery it to the correct location because it was a time-sensitive orderWe contacted VSP and told them about the situation, they are aware of the location mishap and they are looking into the errors to ensure it will not happen againLastly, our lab was trying to diligently handle this situation so the patient could receive their glasses with their RX in it but your office had kept it and delayed the order from coming back to the patient in timely mannerIf your office was waiting for a credit (when there really was not a credit to be issued), your staff member should have voiced it right away and right then we would have corrected the misunderstandingIn the future, we hope that the communication will be more smooth next time in case there are shipping errors to your location after learning a valuable lesson
Professionally,
Liz ***
These are the same attachments we sent the bank and same rebuttal below (who the bank sided with us in her false claim) If she willing to return the holster she received we are still willing to give a full refund of it (as long as it is not damaged) which is for $61.99 not the $150 which was for the...
[redacted] paint job we did. We are sorry for the time in which it took to get your product to you. At the time there were fires in CA which delayed our shipments and our employee that does the painting took ill rather suddenly. I apologize that this transaction didn't go as smoothly as we would have liked and for the inconveniences that it brought you and your family, that was never our intention nor did we want that to happen. We disagree with the claim and are providing the following rebuttal:It appears that she falsely claims that the $150 was for a holster when in reality the $150 was for labor rendered.[redacted] ordered a firearm ([redacted] Storm 9mm $549.99) and Belt ([redacted] Next belt Titan Black $49.99) and a Holster ([redacted] holster $61.99) on Sept 16th 2017. As shown in sales order # [redacted], and paid cash. The sales order #[redacted] was for a labor cost of cerakote the Firearm Frame (The $150 she is trying to chargeback) (cerakote is basically a special paint for firearms) on Sept 21st 2017, which we preformed the labor requested and delivered the firearm with “paint” she wanted. In the chargeback questionnaire Mrs. [redacted] claims that she ordered a safariland 62280 SLS mid ride level 2 Duty firearm holster and the we delivered the wrong merchandise is completely false, as shown in Order # [redacted]. As for the ordered [redacted] holster as stated on the receipt from Sept 16th 2017, she got the product that she ordered. It became evident that she was unhappy with our service a short time later due to her comments on social media. At that point in time we even offered he a full refund on all the product which she had as long as she returned them to us. Which she declined. Mrs. [redacted] claim in the chargeback questionnaire that we informed her not the return the merchandise is also completely false. It is important to note that in our type of business if a chargeback is issued on firearms and the proper federal and state paperwork has not been filed, the firearm would then be considered felony theft. This is why we offered to do the required paperwork. Our offer to refund is stated in the attachments above. With this documentation we do not believe it is acceptable that this chargeback is valid in anyway. We offered refunds if product was returned, it was not. Furthermore, Mrs. [redacted] has made fraudulent claims on the transaction amounts and what she actually ordered, as the sales receipts show. If Mrs. [redacted] is allowed to get her money back and keep the product it is theft. Please contact me if you need any more information. Thank youRespectfully, [redacted] Manager Sierra Arms Corp [redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 6, 2015/11/24) */
Central Optical:
We did speak with one of your employees last week regarding this jobThis job was not mailed to us in error and in fact was charged to our account and ordered through our location (during our conversation your employee did
state that it would be corrected)After our conversation we contacted the insurance company to determine how this happened and to insure that it did not happen againWe received confirmation on Friday 11-20-that this was being taken care of
We contacted your office (via phone today) and informed your staff member (Janine I believe) that the product was being shipped back to your location today
Lastly, as a third party company in this matter we find your defamatory comments to be insulting and quite surprisingAt no point did we ever make mention of the other practice's physician or staff and would ask that your employees refrain from making such comments in the future
Respectfully,
Scott W***, COO
Initial Consumer Rebuttal /* (3000, 8, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Novus Clinic,
With all due respect, if your office has the proper knowledge on how the third party company works, the lab BILLS the 3rd party company which is Vision Service PlanThe doctor using the NPI ID/location under any office gets reimbursedSo in this case, your office did not get billed, the service was done by the doctorMy customer service rep Janine called your staff member Megan and discussed the error in location and she said she would send it backAfter days of it being held (Nov to Nov 23), we called again inquiring the whereabouts of patient's glasses, your staff member said they felt the need for a credit because your office was billed in errorWhen truly, your office was never billed so how can we credit your account when the billing directly went to the 3rd party companyTo clarify, your office did not ship the job back because our sales rep had to pick it up and delivery it to the correct location because it was a time-sensitive orderWe contacted VSP and told them about the situation, they are aware of the location mishap and they are looking into the errors to ensure it will not happen againLastly, our lab was trying to diligently handle this situation so the patient could receive their glasses with their RX in it but your office had kept it and delayed the order from coming back to the patient in timely mannerIf your office was waiting for a credit (when there really was not a credit to be issued), your staff member should have voiced it right away and right then we would have corrected the misunderstandingIn the future, we hope that the communication will be more smooth next time in case there are shipping errors to your location after learning a valuable lesson
Professionally,
Liz ***
These are the same attachments we sent the bank and same rebuttal below (who the bank sided with us in her false claim) If she willing to return the holster she received we are still willing to give a full refund of it (as long as it is not damaged) which is for $61.99 not the $150 which was for the...
[redacted] paint job we did. We are sorry for the time in which it took to get your product to you. At the time there were fires in CA which delayed our shipments and our employee that does the painting took ill rather suddenly. I apologize that this transaction didn't go as smoothly as we would have liked and for the inconveniences that it brought you and your family, that was never our intention nor did we want that to happen. We disagree with the claim and are providing the following rebuttal:It appears that she falsely claims that the $150 was for a holster when in reality the $150 was for labor rendered.[redacted] ordered a firearm ([redacted] Storm 9mm $549.99) and Belt ([redacted] Next belt Titan Black $49.99) and a Holster ([redacted] holster $61.99) on Sept 16th 2017. As shown in sales order # [redacted], and paid cash. The sales order #[redacted] was for a labor cost of cerakote the Firearm Frame (The $150 she is trying to chargeback) (cerakote is basically a special paint for firearms) on Sept 21st 2017, which we preformed the labor requested and delivered the firearm with “paint” she wanted. In the chargeback questionnaire Mrs. [redacted] claims that she ordered a safariland 62280 SLS mid ride level 2 Duty firearm holster and the we delivered the wrong merchandise is completely false, as shown in Order # [redacted]. As for the ordered [redacted] holster as stated on the receipt from Sept 16th 2017, she got the product that she ordered. It became evident that she was unhappy with our service a short time later due to her comments on social media. At that point in time we even offered he a full refund on all the product which she had as long as she returned them to us. Which she declined. Mrs. [redacted] claim in the chargeback questionnaire that we informed her not the return the merchandise is also completely false. It is important to note that in our type of business if a chargeback is issued on firearms and the proper federal and state paperwork has not been filed, the firearm would then be considered felony theft. This is why we offered to do the required paperwork. Our offer to refund is stated in the attachments above. With this documentation we do not believe it is acceptable that this chargeback is valid in anyway. We offered refunds if product was returned, it was not. Furthermore, Mrs. [redacted] has made fraudulent claims on the transaction amounts and what she actually ordered, as the sales receipts show. If Mrs. [redacted] is allowed to get her money back and keep the product it is theft. Please contact me if you need any more information. Thank youRespectfully, [redacted] Manager Sierra Arms Corp [redacted]
[redacted]
[redacted]