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:01/08/2024

  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 husband and I went to Florence Eye Center for an exam. We both picked out glasses. We were told we had to pay half of the balance at the time before they would order the glasses. Then pay the rest when we picked up the glasses. We paid and they ordered the glasses. When my husband went and picked up our glasses he paid the rest of the balance for both of them. They would not give him the glasses until they ran his credit card for what we owed. I started getting bills for $103.00 two years ago. I have called them twice and spoke with different people they stated the billing was a mistake and it would be taken care of. My husband went up there a year ago with our bank statement again was told it would be written off. That we did pay for both set of glasses. But each month I get another bill where they are charging finance charges. I was telling my friend and stated she was having the same problem with them. That they would order until she paid due to she was SP, She paid and now she is getting a bill. This is not good business. I would like for this bill to be written off due to it was paid in full. I am not paying this claim or stepping foot in that place again. Thank you *******************************

  

  Business Response

  Date: 01/08/2024

  If you have paid by all means please show us the documentation.   We will be happy to take care of it.  We dont seem to show where any documentation was provided.   
  The only access to your account was sending the 43 statements.   Please upload it here and we will take care of it.   We are sorry for the inconvenience.  

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair 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.

  Thru my insurance, I bought ***** frames, and polarized lenses on 3/24/23, however, they have made errors with the lenses, and since I cannot see clearly, as I can with another pair of glasses, I also bought there last year, they have sent the glasses to the lab twice, the last time I pick up the glasses, hoping it was fixed, was a couple of weeks ago. The same optician said that if I bring the glasses back to the store, he will send me a check for the total I paid, and he will restore my vision insurance for this year, so I can get another visual check and my benefits for frames and lenses at another store. I like and prefer the store, even if is half hour away from home, and I like the selection they have, I even liked the optometrist, so I rather the store correct the situation with my lenses. I dont understand why is so difficult to have lenses corrected, such they did last year, (of course, the second attempt) but it was fine afterwards. I do not know if the optometrist know the problems I am having trying getting lenses that I can see clearly with. I did call to have the optometrist call me, but to no avail.

  

  Business Response

  Date: 06/06/2023

  We offered a full refund on a custom product which is against company policy. The customer doesnt want to drive to the office and bring the glasses or schedule appointments for the doctor to recheck him all at no charge so there is no possible me to guess what needs to be done with his glasses.  He has called staff members idiots and asked why he has to come to the office to show people how to do their jobs.  Without his eyes and without his glasses I cant proceed with any other solution.  We feel that it is best to refund him.  

  Customer Answer

  Date: 06/07/2023

  Thats interesting, the response from Florence eye Company I have never called anyone idiot nor have I told anyone what to do. I am requesting a call from *********************, my optician, I am sure he could be more professional than the person who wrote the response to the BBB. However, the fact that the company cannot give someone correct lenses, after they given me a prescription there, and they have actually done lenses correctly  before, could definitely be a problem in the future. So, yes, let me speak to the optometrist, and based on their professional advise, I can come by to have my lenses corrected, or I can bring the glasses, for a credit and for them to let my insurance know, so that I can get my services back intact for this year.  

  Customer Answer

  Date: 06/12/2023

  I havent received any more information from anyone, however, from the last reply from the company, they stated that they are going to credit, or refund what I paid. Could the BBB please confirm when, and how, I will receive the credit/ refund of what I paid? Thank you. 

  

  Business Response

  Date: 06/12/2023

  Check written and mailed last week.   

  Customer Answer

  Date: 06/15/2023

  The said business claims that they sent out a check last week, however, I have yet received it. I cannot complete or agree, to a final resolution, if, the company has not complied to their solution or result.  

  Customer Answer

  Date: 06/16/2023

  I received the check from Florence Eye Center yesterday, for the amount I paid for the sunglasses. I had originally paid with my credit card. Since I cannot see well thru the lenses that the Florence Eye Center made for me, I will need to obtain another  vision examination at a new vision office, and purchase frames, and lenses thru my vision plan this same year. Therefore, I expect that my insurance plan benefits will be again, available.  I certainly hope that the BBB will keep this complaint open until the aforementioned process is completed. Remember, it is not my fault that Florence Eye Center made lenses for me that I cannot see well with, even at two attempts. Previously, they had done lenses for me, and with no problems,  I still use them, and see clearly with them, however, that obviously changed, with the last two lenses they made;  I dont know why they cant correct that, even at two times, however, they decided to return my money.  

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20139341
  
  I am rejecting this response because: I received the check from Florence Eye Center yesterday, for the amount I paid for the sunglasses. I had originally paid with my credit card. Since I cannot see well thru the lenses that the Florence Eye Center made for me, I will need to obtain another  vision examination at a new vision office, and purchase frames, and lenses thru my vision plan this same year. Therefore, I expect that my insurance plan benefits will be again, available.  I certainly hope that the BBB will keep this complaint open until the aforementioned process is completed. Remember, it is not my fault that Florence Eye Center made lenses for me that I cannot see well with, even at two attempts. Previously, they had done lenses for me, and with no problems,  I still use them, and see clearly with them, however, that obviously changed, with the last two lenses they made;  I dont know why they cant correct that, even at two times, however, they decided to return my money. 
  
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 06/29/2023

  You will have to request the reinstatement from your insurance.  They wont allow me to request anything on your insurance plan.  Just phone them and they will phone our office with how they want to proceed.  We will be happy to help but you will have to call your insurance as a first step.    

  Customer Answer

  Date: 06/29/2023

  I will do that, and I hope that Florence Eye Center, will be happy to make sure that there are no complications. Thank you for the response. 

  Customer Answer

  Date: 06/29/2023

  I will do that, and I hope that Florence Eye Center, will be happy to make sure that there are no complications. Thank you for the response.