Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My contact lenses were ordered without me knowing because no one had contacted me. I had paid $200.00 for them in advance. There was only a hundred & twenty dollar balance left for me to pay. Due to not knowing they were ready and waiting for me to pick up, they got sent back. Then the company took it upon themselves to send the $200.00 back to my insurance company. When I went to pick them up there was a $300.00 balance! I spoke with Dr. ****** and she would only give me a $100.00 discount. This means that I have to pay $200.00 instead of the $100 that I originally owed the company. I find this to be extremely poor customer service and I would like an adjustment. After all, the company shouldve informed me that my credit contacts were ordered and ready for pick up.

  Business Response

  Date: 17/01/2025

  ******* ****** received trials contact lenses from our office July 2023 and then a box per eye of the same prescription were ordered September 2023 as she wanted to use her insurance. The boxes ordered in Sept. but the patient did not want right away so were on hold in our office until Dec. 2023. Having been 3 months the contact lenses were never picked up so returned back, as these are a specific prescription to the patient. As the contact lens boxes were returned, we also had to inform the insurance company who had paid us $200, so that could be reversed. We had no product with us on behalf of *******, so we could not keep the insurance money (would be fraud). The patient may have not properly understood this at the time of the return/refund, as she after stated she would have kept and picked up had she known we have to return the insurance money. I talked to the patient in May 2024, and the patient was frustrated and wanted us to get the $200 back from insurance, as she is no longer insured with them, this is not possible. As a courtesy I offered a $100 discount, for the confusion there may have been. But apologized that we are not now able to contact an insurance company that she is no longer insured for and that we have no product to be reimbursed for. She never came in to use her $100 discount. 

  Customer Answer

  Date: 21/01/2025

   
  Complaint: 22775744
  
  I am rejecting this response because:
  I wasnt informed when my contacts were ordered and then came in. The courtesy of a phone call would have been very helpful. 
  Sincerely,
  
  ******* ******

  Business Response

  Date: 21/01/2025

  If ******* did not know her contact lenses were ever ordered, then if she did not place the order - we just returned what she never ordered, so all zeroes out. If she did not know they were ordered, then assuming she didn't want to order or didn't tell us to order - so we fixed that by returning