ComplaintsforBelterra Eyecare

• Initial Complaint

  12/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: 12/15/2021 Amount of money paid to business: $45.Business committed to providing a standard eye exam.The nature of dispute: While examining my current eye glasses on a piece of equipment, the tech scratched my current glasses excessively in the middle of my right lens. The tech did not clean my glasses prior to inspection and had issues getting the piece of equipment to register the prescription of my right lens and kept rubbing the glasses on the piece of equipment where the scratching occurred.Has the business tried to resolve the issue: The store manager told me the scratching was not their doing and they would consider selling me a new pair of glasses/lenses at a discount. I did not want to pay them anything to fix the scratching they caused.

  Business response

  01/27/2022

  Unfortunately, we had this dispute and saw this new patient (emphasis on NEW patient that we have never seen before, which explains our rectifying of the situation he is upset about) ******************* on 12/13/2021.
  To preface, he was already disgruntled from the beginning of when he came in to get seen for his exam. His appointment was scheduled for 10 am and we got him checked in and to the back for his exam at 10:07 which he had an issue with and made a comment about. Once checked in, we start the pretesting.
   This is where he had his issue. One of the pretests that we provide is reading old lenses to get the previous prescription on a piece of equipment called a lensmeter. Well have you know that scratching lenses on this machine is virtually impossible since it is read by a laser. We do not place the lens down on the equipment at any point. He is claiming that our technician was vigorously rubbing the lens on the equipment and therefor scratching his lenses. Our tech was having a hard time reading the lens which usually indicates there were scratches before checking the old lenses. When we have issues reading the lens, we move the lens around to try to get the machine to read the lens. Not a lot of movement is necessary, and if we cannot get a conclusive reading, we stop the machine and give the patient their glasses back. He did not say or vocalize that his lenses were scratched until after he had left for his exam. He called saying that his lenses were extremely scratched from our testing. He was saying that if we did not replace his lenses for free, that he would make our lives h*** and tell everyone he knows and that he would write a review and contact the BBB. Our office manager calmly explained to him over the phone that we could not simply give him free product because he did not purchase his glasses from us before.
  Now of course, we always want to give the benefit of the doubt and told him to bring the lenses in and we would replace them for a super discounted price of $50 dollars. Our lenses out of pocket are typically $338 without insurance. He stated that wouldnt work and that he was coming in because Its harder to say no to someone in person.. He showed up and brought dark blue frames in from Warby ******. We looked at the lenses and determined that these were not scratches of our doing and offered him the heavy discount. The picture he posted on his review online did not look like the same frame he brought in and showed us. He declined our offer to fix them with the discount and kept demanding new lenses without having to pay.
  
  In conclusion, we were more than happy to replace at a super low cost, but as a business we cannot simply give free product, especially when he didnt purchase his glasses from us and knowing we did not scratch his lenses because it is impossible to. We are still willing to cooperate with this patient and make him lenses with the discount, and to be of any further assistance. We strive for being kind and courteous towards our patients.

  Customer response

  02/02/2022

  Complaint: 16360109
  
  I am rejecting this response because: I have had eye exams since 2014 at multiple different exam offices and never had an issue with quality of exam or service provided. For a business to damage a customers product, not take responsibility for the damage, and then try to blame the customer is just bad business. I dont accept a company not taking responsibility for their mistake. I do not need both lenses repaired/replaced, only the right lens which was scratched during the prescription testing.  The left lens is perfectly fine because I take care of my glasses. Please confirm the right lens will be replaced at no cost to myself.
  
  Regards,
  
  *******************

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