Bad experience Mellins The Grive

My son did his eye test almost 2 weeks ago at Mellins The Grove. He was informed the they will let him know as soon as the medical aid approved it. They never contacted us and we had to follow the up. Every time the excuse was that they did phone but no one answered. They never contacted me or my son. The claim was approved by the medical aid 4 days later. When we followed up with them again they said that the funds from the medical aid should first reflect on their account before the spectacles will be ordered which could take another 3 weeks. Lodge a complaint with their HO Marietha van der Westhuizen she never phone me back as requested but instead phoned my wife requesting her to pay the full amount outstanding if we would like them to order the spectacles. My wife paid it this morning and I also received confirmation today from my medical aid that it will be paid tomorrow. Phone Marietha and ask if it is paid tomorrow by the medical aid when will I be refunded? She told me it will take 10 days before it will show on their account (what a joke) and that the refund will only be processed then. Please make sure you have their conditions in writing because they will deny that they never discussed it with you. This was the first time ever that I experienced that the spectacles will only be ordered when the money is in the bank account of the service provider although they received confirmation of approval from the medical aid. I will follow this up with the time they took to do the refund. As per other comments on hello peter please take care when dealing with them.