Frank P Bucalo / Vision Services
October 7, 2008
To whom it may concern:
Ge Online Services
PO Box 981438
El Paso, TX 79998
Care Credit: Card #: [protected]
Before I get started with my complaint; there is something that I would like to mention, I spoke to a Customer Care Representative and an Escalation Specialist named Steve; and they could not provide me with an email address to send this complaint or a fax number. A company as large as yours I am sure and afford a fax machine or provide an email address; I am sure that since each repetitive can pull up my name on their computer I know they have they have an email address they can be provided to a customer who has a complaint or any other issue. I am no fool, I have been in customer service and you never tell a customer that you cannot resolve their issues. There is no issue that cannot be resolved! Call me that is the least you can do to resolve this issue with a live person!
Now for my complaint:
I am very upset about the way Dr. Alan Ballard’s office handled my problem; regarding two pairs of glasses. One for reading, computer work and general seeing for driving, the other is sunglasses each of them is tri-focal.
Ballard Vision and Associates order the glasses, the problem is that I can see perfectly out of my sunglasses and cannot see out of the daily glasses that I wear. Today I had to go and have another pair of pair made with an out of pocket cost of $319.00 for a pair of glasses which should have been right in the first place. My situation was and is problematic and I did not have the opportunity to have them looked at and corrected.
During the time just after receiving my glasses my ex-partner and I had a disagreement and I had no other option but to move. My packing for the move was very difficult as I learned later that I had a fractured hip. So I was packing everything I have in small boxes. In addition, I was having problems with my back receiving steroid shots; in which they did not look for the fracture in my hip which can be verified by the physicians in Cool Springs Orthopedics.
So as you can see, I was not in a position to go and have my glasses changed to the correct prescription, I received them around the first or second week of the month of July 2008 and was moving the last day of the month arriving in Florida the 27th of the of September. So packing was on top priority as my children were helping with my move to Florida. By the time it came to my move, I was not able to lift boxes due to my back and my fractured hip.
My point is, that due to the restrictions I had moving and settling down here in Jacksonville, Florida with my children, I was unable to return to the eye doctor and have them give me another eye exam and then wait another ten days for my glasses to be returned. The time I had in which to prepare for my move was limited with no help from my ex-partner or time to drive across town to have my glasses looked at.
My quarry is can that money be recuperated so that I can apply that money to other things? I need to have some bridges to compete my dental work, as you can see by my other Card Credit. When inquiring with Care Credit they gave me several options as to where I can have my glasses looked at; one of those choices was close to me at the beach which, due to my hip, my son-in-law had to take time to drive me.
In my conversation with one of your representatives she indicated Atlantic Institute was a participating eye physician. So I went to see them, as we were talking to Ballard Vision Association about the change in my prescription, the nurse indicated that she could not do anything to help me but to return the glasses to her, I do not have a second pair of glasses available to wear until the correction could be made, (they are packed with the rest of my things in storage) which would take time to mail my glasses then another ten days for them to be returned to Ballard Vision then mail them back to me; where as it would only take 10 days by Atlantic Institute. It was not cost effective for me as I was having a lesser charge in frames to match my sunglasses. They were able to correct my vision and send my glasses off to be made. My sunglasses was made correctly and I can see perfectly well, but I could not see with the clearer glasses provided by Ballard Vision. To have the glasses made along with the sun glasses they were well over $900.00. All I am asking is if you can recoup the money for the lenses that were credibly expensive that were supposed to be progressive and transitional glasses to be darker, they never darkened, not even facing the sun. I hope the money can be recouped so I can apply those expenses to dental work as needed.
2001 Hodges Blvd., Apt. 207
Jacksonville, FL 32224
PS: This letter will be followed up with a physical letter.