Always transparent….

Here’s a recent comment we received from a patient.  A long time patient.  Although it was not pushed to a public site, we decided to share it with you.  We share everything, the good, the bad, we are not perfect but we try.  In the end, we were able to learn as a team with this comment.  I thanked the patient for the feedback that will ultimately help us improve!

These lenses were actually warrantied because we were able to get them extended through our lab…

“I have always been very happy there but was disappointed that I was told that our lenses package was still covered under warranty and that they would be ordering new lenses since our sons were scratched. When I did not hear back after the appointment a couple of weeks later, I called and the office staff said sorry but I had just missed the warranty and if I would have come in a week earlier it would have applied. It was frustrating that it was previously verified that it was still under warranty and that I was told the lenses were ordered when they were not. I had to call to find out what had happened.I would have gladly come in a week earlier if I wasn’t told that they were still covered. The lack of communication and the wrong information given was very frustrating. I am not accustomed to this problem at this office, normally is is very well run which is the only reason for my complaint.”

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