We try to support local business, but have decided to look elsewhere for our vision needs. A few things: they did not have my first appointment scheduled so I had to reschedule it; then when I came back for a follow up I did not know to wear my contacts for two hours before the appointment so I had to reschedule after sitting there for 30 minutes; and lastly my son went in for an exam appointment- not planning on purchasing contacts and was told he had to pay $50.90 for lens fitting. Those are just three things that have happened in the past three months. They did credit is account, but again when he went in felt pressured. I understand they are a business, but pressuring people to purchase is not comfortable. It creates a lack of trust. We had been going there for about 10 years.
I have always been pleased with Dr. Rupnow's information and knowledge. She has been friendly and supportive. As a result of one of the office staff ( I will not name people), my family will go elsewhere for our vision needs.
I do apologize for all of the misunderstandings, including the rescheduled appointment as i was unaware of that. Unfortunately, like all businesses, we are understaffed and that was due to that. Not an excuse, but an explanation. I do try to get to patients with the least amount of wait time possible. Sometimes a patient needs more time due to many factors. I will always give my patients the time that they need to have quality, empathetic care. Sometimes that can make a provider run late. I will always apologize for running late when you see me. However, it's a very important part of the way I practice.
It is always very important to wear your contact lenses in for a recheck, especially with certain types of lenses as they take a couple hours to settle before we can be sure any change we may make/or fit is proper. It's our policy to remind you of that when we call to confirm the appointment.
Regarding your son, we were unaware that he was not in need of more lenses. If any patient is needing new lenses, then a contact lens evaluation is required for a legal preion every two years. He will not be able to purchase lenses legally without an unexpired contact lens
preion. This is state and federal law. It was likely my misunderstanding that he was in not in need of more lenses at that time. This is why we refunded for the service that was performed. When he is in need of more lenses, he will need a contact lens evaluation in order to receive an unexpired preion to order at any contact lens retailer - brick and mortar or online.
Again, i do apologize for the misunderstandings. I thank you for being a patient here for many years. I am sorry to lose you. I hope that you do continue to "shop local" even if at another clinic.