To Whom It May Concern, I am writing regarding my recent visit to your office. I scheduled and attended this appointment specifically for contact lenses. Unfortunately, after more than an hour in the office, I was informed that the contact lens fitting and evaluation I requested could not actually be completed because the office did not have the required lenses available and would need to specially order them. This was never explained to me at the beginning of the appointment. Instead, I spent approximately 1 hour and 15 minutes under the impression that the requested contact lens exam was being performed. During that time, much of the discussion focused on unrelated explanations, demonstrations, and assumptions about whether I would wear glasses or contacts. I repeatedly expressed that my purpose for the visit was contact lenses. The doctor also made multiple statements suggesting that if I would not wear the prescribed glasses, I likely would not wear contact lenses either. Those assumptions were inappropriate and irrelevant to the service I requested. My visit was specifically to pursue contact lenses, not to be discouraged from them before the fitting process could even occur. At no point before proceeding was I clearly informed: that a separate contact lens fitting fee would apply, that my insurance credit would not cover the requested services, that additional charges and shipping costs would be required, or most importantly, that the office could not actually perform the contact lens fitting that day because the necessary lenses were not available. Had this been explained upfront, I would have made a different decision and likely sought care elsewhere. I also found the payment process concerning. The office adds an additional 3% card processing surcharge, which significantly increases already substantial out-of-pocket costs. Combined with the lack of upfront transparency regarding pricing and services, this created an extremely unprofessional experience. Additionally, I was uncomfortable with the presence of an elderly dog freely greeting patients and being held in the open sales/exam area of a medical office environment. While I understand some offices may allow animals, this added to my concerns regarding professionalism and the patient experience. Because the requested service was not provided as represented or expected, I am requesting: cancellation or reversal of charges associated with this visit beyond the limited amount already paid, that no additional charges be processed, and that any insurance claims related to services not properly completed or disclosed be withdrawn or reviewed. I will also be contacting my vision insurance provider directly regarding this experience and the lack of upfront disclosure surrounding the services, fees, and inability to complete the requested contact lens fitting. At this point, I intend to seek contact lens care from another provider. Please respond in writing regarding how your office intends to resolve this matter.
