Dear Claudienne:

At the end of January 2016 I had my eyes tested by my ophthalmologist. I have been her patient for more than 10 years, and she had previously fitted me with several progressive prescription glasses.

I paid $25,000 from my health insurance and $8,000 including $2,500 to get access for a prescription and as a deposit on my lenses.

Six weeks later I returned to the office with two frames because, for cosmetic reasons, I had intended to get two pairs of glasses with the progressive prescription.

However, on checking with the receptionist on the cost, I realised that I could not afford the progressive prescription for both pairs. I told the doctor I would instead take one pair as reading glasses.

About six weeks later, I called to pick up my glasses and was presented with only the pair of reading classes. When I asked why I was told the doctor was ensuring a good fit before the progressives were made.

But on trying on the reading glasses I was unable to see or read anything. I complained, but was advised to keep trying. I took the glasses home, but in three days I returned them.

I then started a journey of revisits to the ophthalmologist’s office — not once, not twice, but maybe six times, as I tried to see the doctor for her to examine my eyes again. Finally, I made a visit and the doctor was in office. True to her word, she saw me immediately. After retesting my eyes, she admitted she had made a mistake and had written the wrong prescription. I accepted her apology and agreed to wait for the new pair of reading glasses.

In about four weeks I was called to collect the redone job but the pair with progressive lenses was still not ready. And I still could not use the reading glasses as they were completely unclear.

I complained bitterly, as I could not open my eyes when I put on the redone glasses. I spoke to the doctor on the telephone, and having told the receptionist that I was not accepting them, I transported the glasses to a clinic where the doctor was working and showed her they were useless. I left in a huff and asked that my progressives be prepared.

When next I called the office, I told them that I would pay the outstanding bill when I received the pair of glasses with the progressive lenses. When I called after three weeks to check on their status, I was told the glasses were not ready and would not be ordered until I paid more. I objected and said I would pay when the glasses were ready. After a heated quarrel, I requested that the job be completed or my money returned.

After another quarrel I asked for my money and frames which they still had.

I wanted to pick up the frames and money in one hour, but when I called, neither was ready.

Up until today, October 4, 2016, I still do not have a functioning pair of glasses, and have possibly lost my insurance support.

I am also at risk of losing my expensive frames. This is unfair.

I have not asked for a free ride at any time. I have paid and will pay what is due, but if I walk away I will be giving away my insurance benefit and will be unable to get glasses for another two years.

Since the doctor was unable to deliver the two pairs over a nine-month period, I need a full refund of the insurance and other monies as well as my frames.

In not giving priority to the glasses with the progressive lenses, the doctor has been unfair to me. I feel as if I have been hustled.

I would appreciate your help, as my old glasses are broken, and the reading pair bought at the pharmacy is difficult to work with. That is why I went to the ophthalmologist.

JL

Dear JL:

When

Tell Claudienne contacted the doctor’s office on October 13, 2016, we got a letter that stated the following: “Thank you for your phone call and follow-up email regarding our patient. We will review her file and respond to your e-mail soon.”

On October 19, 2016, the manager promised the doctor would have the problem sorted out. When we spoke to the manager, she said a registered letter had been sent to JL .

You (JL) informed

Tell Claudienne that although you had not made a complaint to the Consumer Affairs Commission (CAC) you received a call from them advising you that you could collect a refund and your frames at the doctor’s office.

The CAC informed us that you did not file a complaint with them. In a letter written to the CAC on October 19, the doctor said that since you had escalated the matter and complained to

Tell Claudienne, she wanted to give her side of the story to the CAC. Resulting from this discussion, the CAC told you to collect the refund and the frames. The CAC also told you that the doctor would refund the portion of the money paid by the insurance company to them.

You have told us that at the doctor’s office there were four documents for you to sign. You told us that you signed only the document in receipt of your two frames and a $2,500 cash payment consisting of $1,000 insurance co-payment and a $1,500 spectacle prescription.

The documents you refused to sign include a claim form written to your insurance company requesting the reversal of claim on policy.

We note you have seen another ophthalmologist who said the reading glasses were unnecessary and that she would only have recommended a prescription for progressive lenses for you.

The progressive lenses she would have recommended would have been similar to the one you got and later cancelled.

The CAC said that they would be willing to have a meeting with you and the ophthalmologist.

All the best.

Have a problem with a store, utility or company? Telephone 936-9346 or write to: Tell Claudienne c/o Sunday Finance, Jamaica Observer, 40-42 1/2 Beechwood AVenue, Kingston 5; or e-mail edwardsc@jamaicaobserver.com. Please include a contact phone number.

Have a problem with a store, utility or company? Telephone 936-9346 or write to: Tell Claudienne c/o Sunday Finance, Jamaica Observer, 40-42 1/2 Beechwood AVenue, Kingston 5; or e-mail edwardsc@jamaicaobserver.com. Please include a contact phone number.