In September I paid for and had Lasik eye surgery at Lomas Eye Care. I paid around $3,000 for the surgery and a handful of follow up appointments. One of these appointments was supposed to occur in September and I was told I would be receiving a reminder card in the mail sometime around that time. I never received a reminder card, phone call, or email telling me it was time for my follow up.
In March I realized I had not heard from the Lomas center about my follow up appointment so I sent them an email inquiring about my follow up appointment that I had paid for with my initial surgery. I also included an updated physical address since I had moved a few months prior. Since I moved I had mail forwarding to my new address so if they sent any reminder card I would have received it at my new address.
I received a phone call from the Lomas office the next day saying that I should have received a reminder card some time in September and since it is now March they will no longer honor this appointment and I must pay an additional $230 for the appointment. I relayed to the office manager that I never received the reminder, whether it was their fault or the fault of the US postal service, I was not sure. Besides that fact, I asked to be allowed my follow up appointment that I paid for. The office manager told me she could offer the follow up appointment at half price ($115). I told her, again, I already paid for this appointment with my surgery package in September. She stated that I signed something stating that if I didn't attend my 1 year follow up appointment it would no longer be free. Again, I told her that I was never reminded of this appointment. The office manager then told me she would think about it over night and give me a call the next day.
I never received a call from her and I have attempted to call her back again but she made one of her office staff members tell me the original offer still stands.
I am upset that I am not being granted something I already paid for because of a simple mistake by their office or the postal service. This is a large investment and I would like to keep it in good working condition. I have filed this report with the BBB and they had to send Lomas two reports before they would even respond.
This company obviously does not care about their customers' well-being. The almighty buck comes before your good vision - do not trust them!
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