12/3/2015Olympic OpticalOlympic Optical Inc.DrGreg *H [redacted] Port Townsend, WA 98368{360}379-phone(360)379-fax Response to complaint: ID [redacted] Complaintant: [redacted] * [redacted] , a patient since 2012, came in on 9/10/for a routine eye examAt this time,his chief complaint was "slight blur at all distances" and that his right eye waters more that theleft His habitual glasses {i.ethe glasses he was wearing into the office) were lenses from theoriginal RX written on his first visit years priorHis visual acuities at distance and near wereonly slightly decreased from the previous exam on 4/10/14, but the right eye more than theleftI explained to him this was since he had eye issues that left his right eye with moredecreased vision than the left eye due to a bigger cataract in the right eyeThat finding was alsonoted at the exam on 11/13/ The RX change from the habitual RX(2012) to the new 9/10/refraction was insignificant inthe left eye and a slight significant change in the right eyeHe could subjectively see an increasein VA's [redacted] decided to replace only one pair of sunglass lenses, using his own frameMy opticalassistant took his existing older pair of sunglasses and made the necessary measurements for aprogressive lense (not a lined bifocal)After receiving the new glasses, he returned on oraround 9/25/after wearing them for a few days, and stated he had difficulty reading withthem, but distance was fine Upon rechecking the RX In the glasses, it was determined that the RX was correct, and he was infact seeing better with the new RX correctionI remarked then rechecked the lenses andfound the P.D.(pupillary distance) to be off mmI explained what the discrepancy was andwhy that would have effects on reading at near The glasses were sent back to the lab to get remade using the corrected P.D.When the remade glasses came back, [redacted] came in to get them on or around 10/9/Heput them on and had the same complaintDistance was fine, but still had a problem reading atnear, though he did admit it was betterHe had to lift the glasses a bit to see at nearWith aprogressive lens {which patient habitually wears), if he lifts the lens to see "comfortably" atnear, his distance vision will conversely get worseThat is to say, with a progressive lens, if youraise the lens too high the distance vision will be decreasedI demonstrated that phenomena to him with both his old and new lenses to show that they both decrease VA's by raising the lenses So I rechecked the RX again and subjectively let him comp [redacted] the old RX against the new RX[redacted] said he like the new RX better, (i.ebetter Visual Acuities)He also said he still seesbetter out of his old RX than his new RXThey [redacted] very similar, but some patients can't adjust tothe change minor as it may be [redacted] claimed his vision was fine with the old glasses RX- (he could see better at near withthem than with the new RX), and that all pair of his old RX glasses- (he got pair of glassesfrom this office in 2012} were working fineWith that information, I told him I would remakethe lenses one last time (3'd time made) and duplicate the old lensesThe lenses he said heliked and could see out of with no problemsSince my optical lab made the original 2012glasses that he liked, I had them duplicate the order When the glasses came back again, he came in and put them on, he stated that there was nodifferenceAt that time I rechecked the RX in the lenses, and found that they were in fact anexact duplicate to his old RX, the one he said he could see better out ofI went so far as to takethe lenses out and put a strip of clear tape on both sides(with dark lenses it can be harder tosee through to the patients eye to make the necessary measurments, clear tape allows forbetter visibility therefore more accurate measurement)With the tape on the frame, I made thecorrect marks, got the measurements from that, replaced the lenses in the frame thenrechecked again the measurements in the lenseEverything was dead onThe measurementsand RX were all correct with what I had found and were an exact duplicate to the previous hewanted duplicatedHe also wouldn't allow me to make any adjustments to the frameAt thatpoint I told him that I could not make any other changes that would satisfy him since theselenses were duplicated and remade the same as the old ones as per his request for the 3'dremakeHe said he wanted a refundI explained that after remaking multiple times and lastlyduplicating to the old (habitual) RX, there was nothing more I could do I feel I made every effort to accommodate [redacted] I remade the lenses multiple timesat my own cost, with the end result of duplicating the exact RX he requested (the one hewalkedinto my office wearing and having no problems with on 9/10/15} SignedDrGreg *H***
12/3/2015Olympic OpticalOlympic Optical Inc.DrGreg *H [redacted] Port Townsend, WA 98368{360}379-phone(360)379-fax Response to complaint: ID [redacted] Complaintant: [redacted] * [redacted] , a patient since 2012, came in on 9/10/for a routine eye examAt this time,his chief complaint was "slight blur at all distances" and that his right eye waters more that theleft His habitual glasses {i.ethe glasses he was wearing into the office) were lenses from theoriginal RX written on his first visit years priorHis visual acuities at distance and near wereonly slightly decreased from the previous exam on 4/10/14, but the right eye more than theleftI explained to him this was since he had eye issues that left his right eye with moredecreased vision than the left eye due to a bigger cataract in the right eyeThat finding was alsonoted at the exam on 11/13/ The RX change from the habitual RX(2012) to the new 9/10/refraction was insignificant inthe left eye and a slight significant change in the right eyeHe could subjectively see an increasein VA's [redacted] decided to replace only one pair of sunglass lenses, using his own frameMy opticalassistant took his existing older pair of sunglasses and made the necessary measurements for aprogressive lense (not a lined bifocal)After receiving the new glasses, he returned on oraround 9/25/after wearing them for a few days, and stated he had difficulty reading withthem, but distance was fine Upon rechecking the RX In the glasses, it was determined that the RX was correct, and he was infact seeing better with the new RX correctionI remarked then rechecked the lenses andfound the P.D.(pupillary distance) to be off mmI explained what the discrepancy was andwhy that would have effects on reading at near The glasses were sent back to the lab to get remade using the corrected P.D.When the remade glasses came back, [redacted] came in to get them on or around 10/9/Heput them on and had the same complaintDistance was fine, but still had a problem reading atnear, though he did admit it was betterHe had to lift the glasses a bit to see at nearWith aprogressive lens {which patient habitually wears), if he lifts the lens to see "comfortably" atnear, his distance vision will conversely get worseThat is to say, with a progressive lens, if youraise the lens too high the distance vision will be decreasedI demonstrated that phenomena to him with both his old and new lenses to show that they both decrease VA's by raising the lenses So I rechecked the RX again and subjectively let him comp [redacted] the old RX against the new RX[redacted] said he like the new RX better, (i.ebetter Visual Acuities)He also said he still seesbetter out of his old RX than his new RXThey [redacted] very similar, but some patients can't adjust tothe change minor as it may be [redacted] claimed his vision was fine with the old glasses RX- (he could see better at near withthem than with the new RX), and that all pair of his old RX glasses- (he got pair of glassesfrom this office in 2012} were working fineWith that information, I told him I would remakethe lenses one last time (3'd time made) and duplicate the old lensesThe lenses he said heliked and could see out of with no problemsSince my optical lab made the original 2012glasses that he liked, I had them duplicate the order When the glasses came back again, he came in and put them on, he stated that there was nodifferenceAt that time I rechecked the RX in the lenses, and found that they were in fact anexact duplicate to his old RX, the one he said he could see better out ofI went so far as to takethe lenses out and put a strip of clear tape on both sides(with dark lenses it can be harder tosee through to the patients eye to make the necessary measurments, clear tape allows forbetter visibility therefore more accurate measurement)With the tape on the frame, I made thecorrect marks, got the measurements from that, replaced the lenses in the frame thenrechecked again the measurements in the lenseEverything was dead onThe measurementsand RX were all correct with what I had found and were an exact duplicate to the previous hewanted duplicatedHe also wouldn't allow me to make any adjustments to the frameAt thatpoint I told him that I could not make any other changes that would satisfy him since theselenses were duplicated and remade the same as the old ones as per his request for the 3'dremakeHe said he wanted a refundI explained that after remaking multiple times and lastlyduplicating to the old (habitual) RX, there was nothing more I could do I feel I made every effort to accommodate [redacted] I remade the lenses multiple timesat my own cost, with the end result of duplicating the exact RX he requested (the one hewalkedinto my office wearing and having no problems with on 9/10/15} SignedDrGreg *H***