Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I've read over the last response and very confused as some of the information is correct and some not so muchWhen my son [redacted] came in for his free Refractive Consultation with your rep, like I stated before we did discuss his COLLEGE schedule (not high school)We had a hard time even making the 2nd appointment due to his schedule up in Steven Point and your rep was well aware that he was in college as we discussed college life etc I feel at that time we should have been told our son should wait until he is out of college as it might not work, not AFTER we paid the $and wasted EVERYONE'S timeWhy would I put someone through a process if it MIGHT not work and then have to go through it AGAIN? If we would have been told on your FREE Refractive Consultation that we would have NEVER been back the 2nd time and would have waited Regards, [redacted]
We received your letter dated May 27th regarding a complaintI apologize, but per HIPAA regulations, I will not be able to release any information to you at all about any individual who may or may not have been a patient at our clinicIn order to supply you with any information I will need a
signed release allowing me to do soI have attached that release to this e-mailAs soon as I receive the signed release I will expedite getting you any requested information we may have. Please do not hesitate to contact me should you have any questions. Thank you *** ***
Administrator of Business ServicesValley Eye AssociatesPark Place, Appleton WI 54914Phone: 920-749-
Complaint Information: We did a bunch of work for *** *** which included carpet stretch, Carpet clean, upholstery clean, hardwood floor clean, re-grout of the small bathroom showerafter we were done he called to commend me on all aspects of the job, the professionalism of my employees
, and of course the workmanshipdays later he called and notified me the regrout looked real good but they didn't finish the lower 10-% of showerI apologized and told him I would be out to inspect(he lives hour and minutes from me without traffic)...he then told me he needed a quote for new carpeting in two bedrooms upstairs and hallwayI was there within a week to confirm what he had told me regarding the grout-(he was right we did not finish the job)- I also measured the rooms and hall and showed him samples of carpetHe picked out a couple sample he likedI then sent an email with the quote for carpet and installation in the next day or twoI followed right up with a phone callHe told me he would be getting several quotes and that he would get back to meI then responded that I would wait to hear back from him on the new carpeting because the same gentlemen that would be installing the carpet would be regrouting the showerabout a week later he called me asking me in a panic what the heck we put down on his floorsI told him it was the complete bona system and that we had used it many timesHe said the floors looked like some chemical was put down and it was eating away at his floors like a "cancer"I told him I would be there the following week as my plate was fullhe then called back a couple days later informing me that the cancer was spreading-with more panic in his voiceevidently he got one of my employees numbers when he was working out there and was calling him with even more panic in his voiceHe sounded scared like we were heading to ***I wasn't ignoring him I was just really busy and had told him that we would be there the following weekhe then became a nuisance with the amount of calls...also calling after hours when I was having dinner with my familyI called him back and assured him that we put no chemical down that would hurt his wood floors and to just go into any *** *** or *** and check out the back of the bottles...Its all good for the floors I told himOf course the phone calls did not stopHe seemed more and more scared/Paranoid with each voicemailLast week starting on Aug 14th I took my family to vacation to ***Of course I get a call from ***I call him right back when I see the missed callI tell him " Listen *** I'm on vacation and I know about you hardwood floor cancer"...he responds with " No that wasnt your fault it all was from a leaky diswasher"He then says hes calling about the regroutI then tell him I was waiting to hear back from himon the carpet quote I gave him so we could do both at the same timehe then tells me he already went with someone else who can do it cheaperI say oh okhe then starts to lecture me in his scared tone about returning phone callsI tell him listen *** I tell you what I will reimburse you your $and fix the regrout hows that? he responds with oh no you dont have to do thatHe then says enjoy your vacation and call me when you get backI get back and open the mailIt his complaint with the Revdex.com...I was taken back based on everythingI feel in his mind he thought he called me the entire time to regroutBut the reality was he was calling constantly over the cancer of the floors that ended up not being my faultI called him the next day..his wife answered and was very politeShe mentioned the hardwood floors and I asked her if she wanted a quoteShe responded with a "that would be great!"she also said *** was at a doctors appointment and would be back later.This was at approx 10:30-11am I put a call back into *** around 3pm and he answered I told him I spoke to his wife and she told me about needing new hardwoodI asked him if he wanted me to give him a quoteHe said no " My brother in-law does it" and he wanted to keep it in the family he saidI then asked him if he reported me to the better business ..he then said yes and started in on how unprofessional I am about not returning callsI reminded him that of the calls he put into me was about the cancer of the floorsHe seemed irritated that I reminded him that the floors were not my fault and also the conversation we had about killing two birds with the carpet quote and the regrout togetherHe may of been embarrassed by his lack of memory im not surehe then started to get rude and belligerent with me telling me I'm unprofessional and I don't return callsI reminded him of the fact on vacation I offered to pay for the shower and fix the regroutHe once again seemed somewhat embarrassed but that seemed to incense him more!! he finished the conversation yelling over me saying things to me that I cant write to youHe told me he didn't want my check and to shove it where the sun doesn't shine(but he said it)then he hung up on me! Maybe just having a bad day, maybe didn't take his nap or medication or all of the aboveAll I know is I have been nothing but a gentlemen to *** and he pretty much stalked me the entire timeBased on this I would be willing to settle for half the amount due since we finished more then 3/of the jobI think that's more then fair!! especially because he was so rude and cursed at me!! thank you *** ***/KPI *** Sent on: 8/27/5:55:PM
We received your letter dated July 8, 2016 regarding a complaint you received against us. We take complaints very seriously, and do the proper investigation and follow up to resolve the matter in the best possible way.We have read through the complaint researched the documentation from the medical record and interviewed the Doctor and staff members who interacted with the patient. The patient came into our office on March 24, 2016 for a free Refractive Consultation with one of our Refractive Counselors. It was explained when she called the office to make the appointment on January, 27, 2016, that the appointment would be no charge, and that the patient would be seeing our Refractive Counselor who would be doing some preliminary testing, and discussing Lasik.During the Free Consultation, the patient discussed being in High School, and there was no mention of college at that time. Our Refractive Counselor asked the patient what his plans were after High School and he said "we will see what happens". At the end of the free consultation, the patient had the choice to move forward with the next step in the process, which is a Refractive Evaluation with one of our Doctors. It was made clear at the Consultation that the Evaluation would cost the patient $150.00 and would not be covered by insurance as it was an elective appointment for Lasik which is an elective procedure. The patient indicated he wanted to schedule the Evaluation and the Refractive Counselor worked with the patient to find a day and time that worked for him around his High School Schedule. Please note patients can also choose to wait, or to do nothing at allafter a free Consultation.The patient came in on May 11, 2016 for his Refractive Evaluation appointment with Dr. [redacted]. Refractive evaluations are done specifically to examine and evaluate patients for refractive surgery. Our Doctors make recommendations based on the physical examination of the eyes, as well as having an in depth conversation with the patient about their lifestyle, hobbies, and goals. They use this information to form their recommendation as to weather Refractive surgery is appropriate, and if they qualify clinically as a candidate.Refractive services are generally not covered by insurance, so our office policy is that patients pay in advance of the service. The fee for the Refractive Evaluation is $150.00. On a rare occasion we do find a self funded insurance plan that has some refractive benefits. On those occasions we do file a claim to the patient's insurance. The policy remains that patients must pay in advance though, which this patient did.At the Refractive Evaluation Dr. Rodriguez did a complete and thorough eye exam, including dilation, examination of all areas of the eye, cycloplegic refraction, and surgical measurements. This is a fairly lengthy exam as so much is evaluated. The patient was in our office for approximately 1 1/2 hours for this Evaluation.During the course of this Evaluation, the patient mentioned going to college. After taking all the information, and medical findings into account it was Dr. Rodriguez's recommendation that the patient was a candidate for Lasik surgery and could have it done, but that he could wait 3-4 years before having it as there could be changes in vision for individuals who spend a large amount of time reading. The patient received the service he paid for, which was to get an eye exam and a Doctors recommendation on Lasik.After the Evaluation on May 11 , 2016 with Dr. Rodriguez, there were numerous phone calls to our office by the patient's mother, and several staff members became involved. There was some confusion within our office as so many people were involved, so we do apologize if Ms. Rasmussen felt she was being ignored. Had I spoken to Ms. Rasmussen before receiving the letter from your office, I would have told her what I stated above.Sincerely,[redacted]
Administrator of Business Services
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I've read over the last response and very confused as some of the information is correct and some not so much. When my son [redacted] came in for his free Refractive Consultation with your rep, like I stated before we did discuss his COLLEGE schedule (not high school). We had a hard time even making the 2nd appointment due to his schedule up in Steven Point and your rep was well aware that he was in college as we discussed college life etc. I feel at that time we should have been told our son should wait until he is out of college as it might not work, not AFTER we paid the $150.00 and wasted EVERYONE'S time. Why would I put someone through a process if it MIGHT not work and then have to go through it AGAIN? If we would have been told on your FREE Refractive Consultation that we would have NEVER been back the 2nd time and would have waited.
Regards,
[redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I've read over the last response and very confused as some of the information is correct and some not so muchWhen my son [redacted] came in for his free Refractive Consultation with your rep, like I stated before we did discuss his COLLEGE schedule (not high school)We had a hard time even making the 2nd appointment due to his schedule up in Steven Point and your rep was well aware that he was in college as we discussed college life etc I feel at that time we should have been told our son should wait until he is out of college as it might not work, not AFTER we paid the $and wasted EVERYONE'S timeWhy would I put someone through a process if it MIGHT not work and then have to go through it AGAIN? If we would have been told on your FREE Refractive Consultation that we would have NEVER been back the 2nd time and would have waited Regards, [redacted]
We received your letter dated May 27th regarding a complaintI apologize, but per HIPAA regulations, I will not be able to release any information to you at all about any individual who may or may not have been a patient at our clinicIn order to supply you with any information I will need a
signed release allowing me to do soI have attached that release to this e-mailAs soon as I receive the signed release I will expedite getting you any requested information we may have. Please do not hesitate to contact me should you have any questions. Thank you *** ***
Administrator of Business ServicesValley Eye AssociatesPark Place, Appleton WI 54914Phone: 920-749-
Complaint Information: We did a bunch of work for *** *** which included carpet stretch, Carpet clean, upholstery clean, hardwood floor clean, re-grout of the small bathroom showerafter we were done he called to commend me on all aspects of the job, the professionalism of my employees
, and of course the workmanshipdays later he called and notified me the regrout looked real good but they didn't finish the lower 10-% of showerI apologized and told him I would be out to inspect(he lives hour and minutes from me without traffic)...he then told me he needed a quote for new carpeting in two bedrooms upstairs and hallwayI was there within a week to confirm what he had told me regarding the grout-(he was right we did not finish the job)- I also measured the rooms and hall and showed him samples of carpetHe picked out a couple sample he likedI then sent an email with the quote for carpet and installation in the next day or twoI followed right up with a phone callHe told me he would be getting several quotes and that he would get back to meI then responded that I would wait to hear back from him on the new carpeting because the same gentlemen that would be installing the carpet would be regrouting the showerabout a week later he called me asking me in a panic what the heck we put down on his floorsI told him it was the complete bona system and that we had used it many timesHe said the floors looked like some chemical was put down and it was eating away at his floors like a "cancer"I told him I would be there the following week as my plate was fullhe then called back a couple days later informing me that the cancer was spreading-with more panic in his voiceevidently he got one of my employees numbers when he was working out there and was calling him with even more panic in his voiceHe sounded scared like we were heading to ***I wasn't ignoring him I was just really busy and had told him that we would be there the following weekhe then became a nuisance with the amount of calls...also calling after hours when I was having dinner with my familyI called him back and assured him that we put no chemical down that would hurt his wood floors and to just go into any *** *** or *** and check out the back of the bottles...Its all good for the floors I told himOf course the phone calls did not stopHe seemed more and more scared/Paranoid with each voicemailLast week starting on Aug 14th I took my family to vacation to ***Of course I get a call from ***I call him right back when I see the missed callI tell him " Listen *** I'm on vacation and I know about you hardwood floor cancer"...he responds with " No that wasnt your fault it all was from a leaky diswasher"He then says hes calling about the regroutI then tell him I was waiting to hear back from himon the carpet quote I gave him so we could do both at the same timehe then tells me he already went with someone else who can do it cheaperI say oh okhe then starts to lecture me in his scared tone about returning phone callsI tell him listen *** I tell you what I will reimburse you your $and fix the regrout hows that? he responds with oh no you dont have to do thatHe then says enjoy your vacation and call me when you get backI get back and open the mailIt his complaint with the Revdex.com...I was taken back based on everythingI feel in his mind he thought he called me the entire time to regroutBut the reality was he was calling constantly over the cancer of the floors that ended up not being my faultI called him the next day..his wife answered and was very politeShe mentioned the hardwood floors and I asked her if she wanted a quoteShe responded with a "that would be great!"she also said *** was at a doctors appointment and would be back later.This was at approx 10:30-11am I put a call back into *** around 3pm and he answered I told him I spoke to his wife and she told me about needing new hardwoodI asked him if he wanted me to give him a quoteHe said no " My brother in-law does it" and he wanted to keep it in the family he saidI then asked him if he reported me to the better business ..he then said yes and started in on how unprofessional I am about not returning callsI reminded him that of the calls he put into me was about the cancer of the floorsHe seemed irritated that I reminded him that the floors were not my fault and also the conversation we had about killing two birds with the carpet quote and the regrout togetherHe may of been embarrassed by his lack of memory im not surehe then started to get rude and belligerent with me telling me I'm unprofessional and I don't return callsI reminded him of the fact on vacation I offered to pay for the shower and fix the regroutHe once again seemed somewhat embarrassed but that seemed to incense him more!! he finished the conversation yelling over me saying things to me that I cant write to youHe told me he didn't want my check and to shove it where the sun doesn't shine(but he said it)then he hung up on me! Maybe just having a bad day, maybe didn't take his nap or medication or all of the aboveAll I know is I have been nothing but a gentlemen to *** and he pretty much stalked me the entire timeBased on this I would be willing to settle for half the amount due since we finished more then 3/of the jobI think that's more then fair!! especially because he was so rude and cursed at me!! thank you *** ***/KPI *** Sent on: 8/27/5:55:PM
We received your letter dated July 8, 2016 regarding a complaint you received against us. We take complaints very seriously, and do the proper investigation and follow up to resolve the matter in the best possible way.We have read through the complaint researched the documentation from the medical record and interviewed the Doctor and staff members who interacted with the patient. The patient came into our office on March 24, 2016 for a free Refractive Consultation with one of our Refractive Counselors. It was explained when she called the office to make the appointment on January, 27, 2016, that the appointment would be no charge, and that the patient would be seeing our Refractive Counselor who would be doing some preliminary testing, and discussing Lasik.During the Free Consultation, the patient discussed being in High School, and there was no mention of college at that time. Our Refractive Counselor asked the patient what his plans were after High School and he said "we will see what happens". At the end of the free consultation, the patient had the choice to move forward with the next step in the process, which is a Refractive Evaluation with one of our Doctors. It was made clear at the Consultation that the Evaluation would cost the patient $150.00 and would not be covered by insurance as it was an elective appointment for Lasik which is an elective procedure. The patient indicated he wanted to schedule the Evaluation and the Refractive Counselor worked with the patient to find a day and time that worked for him around his High School Schedule. Please note patients can also choose to wait, or to do nothing at allafter a free Consultation.The patient came in on May 11, 2016 for his Refractive Evaluation appointment with Dr. [redacted]. Refractive evaluations are done specifically to examine and evaluate patients for refractive surgery. Our Doctors make recommendations based on the physical examination of the eyes, as well as having an in depth conversation with the patient about their lifestyle, hobbies, and goals. They use this information to form their recommendation as to weather Refractive surgery is appropriate, and if they qualify clinically as a candidate.Refractive services are generally not covered by insurance, so our office policy is that patients pay in advance of the service. The fee for the Refractive Evaluation is $150.00. On a rare occasion we do find a self funded insurance plan that has some refractive benefits. On those occasions we do file a claim to the patient's insurance. The policy remains that patients must pay in advance though, which this patient did.At the Refractive Evaluation Dr. Rodriguez did a complete and thorough eye exam, including dilation, examination of all areas of the eye, cycloplegic refraction, and surgical measurements. This is a fairly lengthy exam as so much is evaluated. The patient was in our office for approximately 1 1/2 hours for this Evaluation.During the course of this Evaluation, the patient mentioned going to college. After taking all the information, and medical findings into account it was Dr. Rodriguez's recommendation that the patient was a candidate for Lasik surgery and could have it done, but that he could wait 3-4 years before having it as there could be changes in vision for individuals who spend a large amount of time reading. The patient received the service he paid for, which was to get an eye exam and a Doctors recommendation on Lasik.After the Evaluation on May 11 , 2016 with Dr. Rodriguez, there were numerous phone calls to our office by the patient's mother, and several staff members became involved. There was some confusion within our office as so many people were involved, so we do apologize if Ms. Rasmussen felt she was being ignored. Had I spoken to Ms. Rasmussen before receiving the letter from your office, I would have told her what I stated above.Sincerely,[redacted]
Administrator of Business Services
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I've read over the last response and very confused as some of the information is correct and some not so much. When my son [redacted] came in for his free Refractive Consultation with your rep, like I stated before we did discuss his COLLEGE schedule (not high school). We had a hard time even making the 2nd appointment due to his schedule up in Steven Point and your rep was well aware that he was in college as we discussed college life etc. I feel at that time we should have been told our son should wait until he is out of college as it might not work, not AFTER we paid the $150.00 and wasted EVERYONE'S time. Why would I put someone through a process if it MIGHT not work and then have to go through it AGAIN? If we would have been told on your FREE Refractive Consultation that we would have NEVER been back the 2nd time and would have waited.
Regards,
[redacted]