Complaint Review: Primary Eye Care And Doctor Gerald Robert Gosnell - Independence Missouri

Wednesday, March 12, 2008

I am filing this complaint on behalf of my 2 little girls and myself. I work very hard, harder than some. I work 2 full time jobs and a part-time job on the weekends. My only support system is my elderly mother who provides affordable child care for my two year old. I work hard so that my daughters can have the best education, home, and healthcare. It is not easy. I still live check to check because of the cost of healthcare. On February 19th of 2008, I took my family in for scheduled annual eye exams at a new place with a new doctor. The place is Primary Eye Care and the Doctor Dr. Gosnell. He is one of two partners. The location is 17950 East 39th Street Independence, MO 64055 and the tele. 816-795-0089 or 795-0325. On the third week after the appointment I still had not received our eye wear or a call to let me know the status. I paid two co-pays-one of $95 and one of $110 total I believe. This is relevant because when my insurance sent a statement of the benefits paid by them and what was my responsibility I realized I was also overcharged. Later in the third week I was told when I had to call that my glasses were back (although previously I was told they had been put on rush which they had not. I did not get them until this month!) When I went in to pick up my glasses, I was then told my daughter's glasses were not ready because the doctor had broken them and had to order new frames.

They did not give me any date to expect them when I asked. I took my glasses and when I got in the car I noticed they were warped in the frame. I didn't go back in because I am very passive and I just said to myself I would ask them to fix them when I picked up my daughter's glasses. Well two more weeks pass and still no phone call or glasses for my daughter. In the mean time I had received a restriction on my driver's license because I did not have my glasses as promised (3-5 business days). I had also received 2 letters from my child's school stating she needed new glasses and was unable to see the board with her current glasses and/or pass the vision test by the school nurse.

On March 10, 2008 at about 5:15 pm I called the Doctor's office. They had already closed and I attempted to leave a message but the phone line kept disconnecting. The only number was a pager and I left a numeric page. One page. About 4 hours later the doctor called and I stated who I was and that I was checking to see why my child still did not have her glasses and that we would be going out of town and I would need them for her. He said (Dr. Gosnell) that they had been there a few days and he had told the girls to call me, he didn't know why they hadn't. Our call lasted about 15 seconds. I did not think anything else about it and would pick them up on the next afternoon.

One Tuesday March 11, 2008 at about 5:15 I came in to pick up the glasses. I have never been rude or discourteous to the office staff. I was very dissatisfied with the service I had received but just decided if I got the glasses I would just never come back. The receptionist took out the glasses and put them on my daughter's face. The doctor did not come out to check the prescription or fit. The receptionist then said that the doctor told her to tell me that the number I called was for emergencies only. At this point I said to her, "I am not directing this at you, I know you are doing what you were told. But in light of the poor service we had received, I think it was inappropriate to say that to me. That I had only called the number once and only because I could not get any information on the product we paid for." I told her we spent a lot of money, more than industry standard and that this was not good customer service. At this point a large lady with some type of rapid eye movement disorder came out and immediately became loud and rude. The receptionist I understood was only doing her job and prior to the other lady who NEVER identified herself, intruding we were at normal tones and just talking. The lady said "Do you have a problem?" to me. At which time I explained my problem. She proceeded to yell over me about using the emergency number and that the doctor didn't say that, she in fact had told the girl to let me know. I told her that her tone and demeanor was highly inappropriate, that this was not a way to treat a customer. I told her I should have gotten a phone call. She asked me to go in the back and when I did she got in my face and talked very rudely and disrespectful to me all the while in front of my children. I said I would not take verbal abuse and left the room. I asked to speak to someone else. She said I'm it. I asked to talk to the doctor, she refused. She said you talk to me or no one else. I said so you are saying you are the only person I can speak with? She said, "Look my name is on the door, you don't want to talk to me you don't talk." I'm not sure what she meant by her name is on the door as the two partners are male.

I had a PTO meeting to go to so I left the place in tears when I got in my car I noticed the glasses were damaged. The lenses on one side had a gap. I was worried it would fall out. I was so upset. I took them back in and I asked for them to be repaired. The rude lady said she didn't see anything. Then she took them in the back as she grabbed Dr. Gosnell as he came out of an exam room briefly. The Doctor never said one thing to me and the lady came out with him and she walked over and said he would remake them. I asked how long it would be. She said she can't say. I asked if it would be another month or a few days and she laughing said don't know can't say he has other things to do. I asked if I could get in writing they would be fixed. She said no! She said look they have a 1 year warranty. So I said I didn't know and she said, "What do you think we do go around telling everybody!" I told her man the proper thing to do is say I apologize Ms Archie you weren't aware that we have a warranty I received nothing stating there was one. This is odd as most eye care centers ask if you would like to purchase the warranty.

She refused to give me anything in writing. I was still logical and said ma'am if I take these broken glasses and with no receipt or proof I have no consumer protection. I have only your word which I respectfully cannot trust. At this point I asked for a refund. She said, "I was't getting my money back-PERIOD". That my daughter's glasses were custom. Now this brings me to the point when they previously said the doctor had assembled the glasses and broke them. This place sells the floor samples as new. I have never seen this. When I pointed it out they said everyone does this. I know the floor samples are usually free to businesses to get them to order direct. I have never been sold any used frames others have tried on for who knows how long. I think they are only ordering lenses. This would mean no overhead on frames. I was unhappy being sold glasses worn and handled by others and they had mock lenses in them. Most places I had purchased glasses for my child from have a drawer with different frame size or measure her head to order frames that fit her face. So these were NOT custom, that is why mine are causing migraines and blisters behind my ears. I do not have any money or any insurance benefits to get new glasses... She then handed me the damaged glasses and said to take them. I was like why would I take the broken ones with no proof I am to get others. She was like you can take them or leave them she didn't care but I wasn't getting any money. My little girl needs glasses. When I refused to leave without something in writing I asked if the receptionist would call the police so I could have a document proof I did not get product, the condition of the product, and that I was refused a refund. The lady told them they can't call, and she didn't care if I stood there all day. I was at this point very intimidated and felt she was trying to provoke illegal behavior on my part as she kept getting in my personal space and there was no reason to be personal or do that. I don't let people make me act uncivilized. I know I have rights and how to have them protected. I wanted an outside party to keep it dignified as the other two young girls looked totally afraid of this lady.

When I called the police desk the lady said she had just gone through the exact same thing! She helped me calm down. She said she couldn't get an office there before the place closed in 5 minutes but she wanted me to call her in the morning and she would have an officer escort me. I didn't do it because I have to work. Each time I went to pick up glasses not there I missed an hour or more of work. I didn't get paid for. I never had the courage to complain but sometimes enough is enough. I really think the lady was racist. I'm used to that. I get it weekly in my neighborhood being the only black family in it. I get stereotypes and assumptions because my child goes to an exclusive private school. People assume we get scholarship. They don't know how hard I work. On Friday March 7th, 2008 I had a tumor removed from my breast. Yes I was back at work on Monday because I have no choice. I need my money back or good glasses for myself and my child. I know I was overcharged because I had a friend call and ask how much an eye exam is and they got a different price. I was also over billed. I am faxing my bills. I paid $95 co-pay on my glasses and $110 for my child which I think is $51.20 what is shown on my bill. I may be off a few dollars as I have the receipts at home, however I was overcharged and they never even told me or gave me my money.

I just want to warn others. The sad thing is I had several co-workers who liked my frames so much and I really liked the doctor. But he needs to retrain his staff. I do believe if I was able to talk to Dr. Gosnell this would never have gotten this far, but then again I think if he complained about one page then maybe my business isn't respected, nor am I. I'm a good and decent person. I work everyday to make the lives of children in MO, KS, IA, & Nebraska better. I work every weekend to promote tourism to Kansas City. I volunteer and raise money for needy families; I am honest, and kind. People like me. I'm so tired of being treated like a second class citizen, like a piece of useless garbage by businesses. They received $353 for my 8 year old, $343 for me and $75 for the baby plus the money I was overcharged. That is a Lot of money for a pair of frames made in China and an eye exam. It is above industry standards. So to attack me for making a page is ridiculous. Whoever this person is needs to be fired.

So here I am, what I would like is a full refund, including what I was overcharged. I will gladly return my frames which do not fit my head and are warped so they don't lay flat on my bridge and cause migraines from the pressure anyway. Since they sale off the floor they wouldn't loose nay money. I would like a full refund for the eye exam and the frames and lenses of my daughters as the child has no glasses and I did not get the benefit of the eye exam results. Either. I would like to just be able to get my child and me glasses that fit and are not previously worn and not damaged.

I do not think I am asking for too much. I think all tangible goods are protected, and can be returned in the state of Missouri. This is the worst experience I have ever had. You can ask the staff I was always nice and funny and kind to them and I did not deserve this-PERIOD. Originally I felt that the degrading service I received was based on my race which is unfortunate. Only today while searching for ways to defend myself and my children did I learn they have several complaints noted with the BBB and they also have other complaints in forums etc. that rate healthcare. I wish I had done my research as well.

Thank you.

Lisa

Kansas City, Missouri

U.S.A.