Originally Posted by
Browman
Time brings me to another issue-- you don't always know where your pt.'s glasses really are. If you send any of your jobs off to be edged, there's no guarantee that they'll be edged at the facility you sent them to. We found that out the hard way. For example, about two or three years ago, they opened a Houston facility that was supposed to alleviate the stress at Dallas. Our rep told us to start sending all of our jobs to Houston since it was supposed to give us a quicker turnaround time. OK, great. Come to find out, all Houston does is edge on site. There's no surfacing equipment there whatsoever; and they're so understaffed that the majority of the jobs they receive end up going to Dallas, anyway. We had more than a few pt.'s frames lost in transition between Houston and Dallas, which could've been avoided if we'd have just sent them straight to Dallas in the first place.
Then, too, not every Hoya facility can handle every job type, even though they claimed they could. We didn't find out until a frame was lost in transit, for example, that RXes over a certain power are handled at a "specialty lab" in, IIRC, Florida. All glass jobs are done in St. Louis. All mirror jobs are done at another lab. Hoya is so interested in making themselves seem like this powerhosue, though, that you don't find that out until a customer service rep is telling you that a patient's frames are missing because they disappeared in transit between Dallas and wherever. FURIOUS to find out that some reps had been instructed to lie about the status/whereabouts of jobs. One customer service rep in particular had been telling people that he'd been personally checking on jobs in the AR machine when we came to find out that the facility he worked at didn't even have an AR machine. Want to guess what we were told when someone called his supervisor on it?
We're the ally of the ECP!
A few weeks later, we started getting some BS about "specialty facilities", but the fact that we'd been being lied to was never addressed or rectified.
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