Bad customer service at Florence Eye

sorry for the typo's it has been a long day


i think you all get the message.

btw, the posts from patient were not defaming or hateful.

I don't see where they can tell her to stop talking about them. She needs to file a complaint with the BBB. They will get her an apology.

from facebook


Boycotting Florence Eye Center
When a business allows an employee to behave so irresponsibly, the customer should not be intimidated for speaking out and wanting the situation corrected. The use of social media by others to express their outrage at this behavior is not a reflection on the customer as a "trouble maker". Collectively, society will not allow the perpetuation of such an outrage to become the natural default setting

" The simple fact is that when she posted on your fan page, a simple I'm sorry for the error or misunderstanding, we are doing what we can to correct the situation would have saved your business a lot of embarassment and frankly probably saved a lot of your patients. The way she was treated was uncalled for and beyond ru...de and honestly I think Heather owes her a PUBLIC apology.
This was taken from an e-mail that I sent the Dr. 2 days ago. How well swallowing your pride sometimes could really help you in the long run. When I feel this patients wrong has been righted, my statements about Florence Eye Center will change. However, I still will not be a patient there."

excerpt from facebook boycotting florence eye site

" Issue two I see, to follow up on #1:

(2) It seems pretty irresponsible to me to refuse to see a juvenile patient who has just received a new medical device (glasses) from your practice. I sure hope this child has no eye or head aches or placement discomfort from new frames. If so, I would consult with an attorney as to whether malpractice has been committed."

from FB

Boycotting Florence Eye Center The doctors have defended at all costs the unprofessional behavior of the office manager.It was NOT the customer who called to complain after hours on a Sunday evening.It WAS the office manager who called the customer late on a Sunday night to discuss posts on FB which the office manager took offense.(posts were not mean-spirited or defaming.)The doctors should apologize for the action of THEIR subordinate.

I would also add that the post didn't mention any of the staffs name other than the doctors.....and that comment was good!
Yesterday at 21:17 ·

Are you talking to yourself? Sorry... Had to ask.

ha ha

these were excerpts of post on a facebook site.

it is amazing how quickly things can go down the toilet when common sense is not employed in an office staff

quote:

Originally posted by sunshinesue:
This was posted on another site...it is also concerning the "care" recieved at the eye center:In addition (while I'm on a good rant,
why stop??!), another friend of mine went there the other day for her
yearly examination, and was told that her insurance wouldn't cover it
because it had not been long enough since her last... appointment. She
knew this was not true, but they insisted, so she left and went back to
work. As it turns out after further investigation with the insurance
company, someone in the eye center had called and got an insurance
authorization THAT MORNING for the appointment, and they were then
trying to call for ANOTHER authorization, hence the insurance company's
refusal to pay for TWO APPOINTMENTS in one day. So then my friend had
to make yet another appointment and get time off work, again. So it
would seem the office is incompetent as well.

Going to call it out right now.

As someone who used to have to deal with people on the phone, I'm willing to bet she called once that day and got the process started, and for some reason didn't wait to hear when the appointment was and hung up. She then called back later that day and started the process over again, not mentioning that she called before.

It's a small town, but you can't expect the receptionist to remember that you called before without being told.

The fact that it seems to be settled and you are keeping it going when you say it's not you is pretty telling and passive as well.

I have always received excellent customer service from the staff at Florence Eye. If anything, it's almost over the top and a little annoying.

i am confused about what is settled?

these are two separate incidences within a week

the boycott is over the office manager calling a mother at 8:30 pm on a sunday over an online comment which was not defaming or hateful.

if it were so serious why not wait until mon. morning

the customer did not call the business after hours to complain THE MANAGER DID

and then refused to fix issue with child's new glasses then and fired them as patients


the doctor refused to speak to her on mon morning during normal business hours and then placed emails that violated HIPAA privacy


perfect storm of problems at this decadent location

I visited the boycott site on Facebook. I don't think I'll join to post this advice, but I can tell anyone who needs a good optometrist to go Dr. Ingle at Sears. He is very kind, very professional, great with children and young people, and the staff is nice too. I usually get my kids' eyes checked there and then get the contacts at Walmart. They are nice about that, too. I will NEVER go to Walmart for eye care again because the doctor there was horrible to me and my son once. I mean HORRIBLE. Ugh. Makes my stomach hurt to even think about him and I do honestly avert my eyes when I see him in the store because the very sight of him still upsets me.

But that's another story, and I won't start a Facebook group about it! Just wanted to put in a good word for Dr. Ingle.

Wow! I've received past customer service in the past but what goes around comes around. Let it go. Speak with your wallet.

sunshinemom -- have you contacted the BBB to lodge a complaint? If you have not, then you have not "exhausted all proper channels" to get the issue resolved.

No offense, but at this point, I am beginning to think of you as "one of those" that complains so often when you come in people expect it from you because you never deal with it and let it go and you throw everything that's ever happened out there over and over and basically we roll our eyes and think "here we go again..."

At first glance I thought you had a legit complaint, but the more I read the more I hope you never come in my office....

I worked in customer service for many years.

Working with the public is very challenging and the old saying of "You can please some of the people all of the time and all of the people some of the time, but you can't please all of the people all of the time" holds true.

I have visited Florence Eye Center and did not have a problem with the service at all.

I am a "Fan" of several businesses on FB but that's just simply to receive updates. If I have a question or need information, I pick up the phone and call. I don't expect businesses to address individual inquiries made through FB.

I think its ridiculous that just because someone was rude to you, that you would start campaigning for a boycott. Grow some thicker skin, get over it and find a new doctor.

I think you might be wasting your time here. You are basically talking to former patients, all of whom are obviously pleased with their service or they would not be going there.

I agree with whoever suggested contacting the BBB.

Sorry for the confusion

Most of the posts I made were from the facebook site and were posted by more than one person.

I the detail were the patient had a legitimate issue and it was not only dealt with inappropriately, it wasn't dealt with at all and the patient was told that since they were not making a profit off the childs insurance they were not going to fix the problem.

The patient or the parent DID NOT start the boycott, other outraged people did when they heard the details. Many of them have never even met or have any connection to the patient other than the outrage of inappropriateness.


I do not want to give the wrong impression of the patient or parent. If you have seen or were aware of the FB posts, the ones made by the patient/parent were not out of line or line "one of those people".

they fact that this has grown is because the details were fundamentally wrong.

This post was meant to go onto the Facebook page of Boycotting Florence Eye Center but it is not allowing posts at the moment. I am furious at a comment that was made about my sister and absolutely cannot keep quiet about it. Here is my rant and it will be my last on the subject. The people that have started this don't even deserve this much of a response but as I said before... I am angry.

"Ok, i've held my tongue as long as I can on this crap.
As i am sure you will see through your mindless internet stalking, Heather Davis is my sister. She is not only the greatest sister I could ever dream of having, she is also the hardest working person i have ever known. I look up to her in every way, especially the way she conducts business and always takes care of customers in a professional and courteous manner.
Attacks on her business I can tolerate. Some people are impossible to satisfy. But attacks on her as a person are completely unacceptable. She does everything in her power to satisfy every patient that walks through those doors. Referring to her as Joan Kautz Ellis has is moronic and immature. Honey, you sure as heck don't look 15 so i suggest you stop acting like it.

I may not be able to recite Optometry Board Certification rules on this post but I can tell you that I would trust Florence Eye Center and its ENTIRE staff with anything. The entire staff is wonderful and I have never met better doctors than Dr. Basden and Dr. Kachelman. I have not yet met Dr. Brewer but I am sure he would not have been hired without posessing the same qualities of knowledge, professionalism and consideration of patients as all the staff does. They are all good people and they do not deserve these slanderous posts. I expect this to be deleted, just as Cassy Farley's post was, and thats fine. People that have the tendency to start boycotts such as this one prefer that they remain one-sided."

This post is directed towards The creator of the facebook page and directly towards Mrs Ellis for her rude and inappropriate comment on the facebook page. Grow up and let your kids (if you have any) take care of facebook quarrels, Joan.

I felt compelled to post here after watching the childish drama regarding this incident unfold on Facebook. Ordinarily, I would keep my opinions to myself, but I was so affected by the unreasonable mob mentality that sprang to life on the "Boycotting Florence Eye Center" page that I decided to respond. I had originally intended to lambaste the posters in question for their over-eagerness to vilify an individual who possesses the means neither legally nor ethically to defend themselves publicly, and their leveling of impertinent, ad hominem attacks toward said individual. Rather than waste my time and that of the readers of this forum however, I will proceed under the assumption that the cretinous nature of their posts is apparent and evidence enough to sufficiently call into question whatever validity they may have.

Instead, and on a much lighter note, I'd like to share my rather exemplary customer service experience at Florence Eye Center.

Last October, on the eve of a week long vacation to the Caribbean, I had an accident that left two small pieces of glass lodged beneath my upper eyelid. The pieces were small enough to be an extreme irritant without constituting, in my opinion, a medical emergency. Due to the hectic nature of my business and the proximity of my date of departure, scheduling an appointment with an eye doctor became difficult. The staff at Florence Eye Center agreed to see me immediately and outside of normal business hours so that I could attend to my other affairs without being delayed for my upcoming trip. The single customer service representative that I dealt with was extremely friendly and accommodating and the doctor was professional and engaged in light and sometimes funny conversation. The attitudes of these individuals were surprising considering that they were working on what I can only assume to be their off time, and that I was a first-time patient of their facility. The glass was handily removed, and I was on my way.

I don't currently require any type of vision correction, so I don't regularly see an eye doctor. However, if in the future I should require such, I would return without hesitation to Florence Eye Center.

PS- sunshinesue, your case could likely be strengthened if you would clean up the grammar of your posts. Without the luxury of following this incident on Facebook, I would probably have found them incomprehensible.