Complaints

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• Initial Complaint

  Date:03/10/2025

  Type:Product 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.

  I went to the eye doctor on 1/20/25. I was fitted for both contacts and glasses. I explained that I have a difficult time due to the astigmatism that I have. I returned to pick up glasses and tried them on. I was not able to see correctly. Wearing them made me feel nauseated. I left them and returned for a refit. I was checked and told to wear them and try to adjust to them. I was unable to do so. I went to a different business and was given a completely different prescription. I had to pay for the exam, glasses and contacts out of pocket as I used my insurance benefits at Arkansas Vision Development Center. I emailed and requested a refund for the glasses purchased. I have not been able to use the glasses they made. They have offered to remake the glasses. I do not need three pair of glasses and I would not be comfortable having them remake them. I am contacting the insurance company separately. I am asking to have the amount I paid out of pocket returned to me.

  Business Response

  Date: 03/19/2025

  I am the
  owner of Arkansas Vision Development Center. 
  My associate
  doctor saw this patient and provided to her a prescription in which she
  purchased 2 pair of glasses.  When the patient came in to pick up the
  glasses, she quickly tried them on and reported that she could not see out of
  them.    
  
  My office
  recommended that she come in, at no charge, so that her prescription could be
  verified.  My associate doctor verified the prescription and evaluated
  that the patient could see 20/20 out of the new prescription.  There are
  many reasons that a new pair of glasses may cause a patient distress, even
  though a patient can see 20/20.  Due to this my associate doctor
  recommended that the patient try the glasses at home and provide us feedback as
  she used the glasses.  This feedback serves in determining and targeting
  why that prescription and lens design may not work for the patient. 
  Examples of why a prescription may not serve patients are unstable medical
  conditions, lens material, lens brand, lens design, personal visual demand
  different than what the lens design provides, and many other reasons.  In
  looking into this case, the patient’s prescription is of a significant one with
  emerging presbyopia occurring.  We feel strongly that it is in the best
  interest of this patient to understand the reasoning to why the original lenses
  did not work for her as she may be faced with this same dilemma in the
  future.    
  The patient
  asked for a full refund for the two pair of glasses.  The patient has not
  returned the glasses to us or provide us with feedback so that we may serve and
  treat her.  We did provide the patient with the option of a full refund on
  the second pair of glasses, with the return of the glasses.  We also
  offered to update the first pair with a prescription or lens design in which
  the patient can do well in.  For this to occur we would need to see the
  patient again, at no charge, gain feedback from the patient so that we can move
  forward.  We learned that the patient did go elsewhere and reported to be
  happy with the prescription she received from that office.  We would be
  happy and are willing to take that prescription and lens selection and design
  and update her first pair at no additional charge.
  We regret and
  apologize for the patient’s inconvenience and frustration.  Our best
  interest is in the overall health of our patient’s visual system.  We take
  all factors into consideration when prescribing, as it is not as easy as many
  may think it to be.   
  We are trying
  and have tried to care and make it right by the patient.  However, we need
  her compliance as well as the two glasses to make it happen for her. 
  Please let us know if there is any additional information you need. 
   We look forward to helping this patient.   
  Thank you and
  Sincerely,   *** ***** ****** 
  
  
  
  
  I examined
  this patient for her wellness vision exam on 1/7/25. On this day, her glasses
  prescription had changed slightly from her prescription from 2024, and she ordered
  glasses with our optical. We had a promotion running that if you purchase a
  second frame, you get a 50% discount off the second. This patient opted to
  utilize this promotion and ordered 2 pairs of glasses with the new
  prescription. She returned to pick up the glasses on 1/20/25. Upon trying the
  glasses on, she raised concern to the optician at our office that her right eye
  was clear, but the left eye was blurry. She stated she sees better out of her
  old lenses. At this time, the patient was in a hurry and unable to let the
  opticians make any adjustments on the frame to ensure good alignment and
  fitting. The optician told her that we will get her on the schedule for the
  doctor to assess what is going on.  Our
  optical does very well to ensure lenses are made accurately to prescription
  within ANSI standards and, especially for progressive lens design, it is
  recommended for the patient to wear the updated prescription for some time to
  allow for their visual system to adjust and adapt to the new lenses. This was
  recommended at the time, but declined by the patient. The patient did not want
  to take the glasses, so she left them here in our optical for us to keep until
  she could come in for a scheduled appointment. I saw her again on 1/30/25. On
  this day, the patient apologized to me for the last encounter and reported that
  she was in a rush and had to work, but noted that today, she did not have to
  work, so she was ready to slow down and figure things out with her glasses. I
  spent ample time, at no charge this day, to recheck refraction, measurements,
  and ensure no health concern causing the issues. Old glasses were read this day
  in office and did not match the last prescription from our files. The old
  glasses that the patient was wearing were not from our optical and did not
  match the prescription that I prescribed the year prior. I explained to the
  patient that I could make a change in the prescription, specifically increasing
  the minus power, but that I actually recommended keeping less minus power in
  her glasses in order to combat presbyopia and help her near focus. I
  recommended for the patient to wear the glasses and give them a chance, knowing
  that if she could adjust to the new prescription, it could benefit her near
  vision and overall visual function. I recommended that she try them and let me
  know if she could not adapt to the prescription, that we will gladly change it.
  The patient took the glasses and said she would let me know. After this, the
  patient emailed our office asking for a refund for her glasses. I reached out
  to the patient with the following email:
  “I'm sorry to
  hear that you have not been able to adapt to your new glasses. I recommend we
  look at your visual system again to investigate why the prescription is not
  working for you. You are in a great progressive lens design with
  top-of-the-line lens coatings and technology. There may be a change in
  prescription that can help. I'm worried that if we don't address why the
  prescription is not working right now, then the problem may only become more
  challenging in the future as your need for a bifocal or progressive lens
  increases. Please let our office manager schedule you for a recheck. I look
  forward to hearing from you.
  Thanks, (your
  doctor)”
  My office
  manager then reached out to schedule. The patient declined scheduling and asked
  again for a refund for the glasses. She also told the office manager at this
  time that she obtained a new prescription with a different doctor and that it
  was working well. We offered to remake her lenses at no additional cost to
  change to the new prescription that she had received elsewhere and would refund
  her the full amount on the second pair. She did not wish to do that. Due to her
  vision plan being billed on the first pair, we are glad to update the lenses to
  the prescription she prefers at no additional cost.
  If the
  patient returned with her glasses, we would be able to adjust the prescription
  to the prescription she feels more comfortable in and provide her a refund for
  the second pair of glasses all together. I truly care that this patient is
  provided the visual function that she needs, and look forward to resolving this
  issue. 
  Dr. Katherine Ramey

  Customer Answer

  Date: 03/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I explained the issues to the business. I received a message on 2/28 and ***** ***** stated they could only replace the lenses in the glasses due to billing my insurance. 
  

  On 3/17 ***** emailed and stated they would refund $689 for the second pair of glasses. She again stated they could not refund on the first pair due to billing the insurance.  I paid $1105.19 for both pairs and this is in addition to the amount billed to my insurance.  This is a difference of $416.19  

  I called the insurance company on 3/16 and they are crediting my account so that I can have the new lenses at *** ***** *********** covered  
  

  I received my first email from ** ***** on 3/18.  She offered to refund the cost of the second pair only.  She offered to have the lenses changed in the first pair purchased at her business.  As I purchased two pair in *****, I do not need a third pair from Arkansas Vision. 
  

  I responded on 3/20 and explained that I am only in Fort Smith for work.  I explained that I had two new pair of glasses.  I agreed to return the second pair of glasses and again asked for the refund of the $416.19 for the first pair of glasses.

  *** ***** responded on 3/20 and stated she would not refund the $416.19 for the first pair as she states I chose to keep the frames  

  i responded in email on 3/20 and explained that I was not electing to keep the frames. I was told I could not return them by her office manager.  
  

  i then received an email on 3/20 to tell me **  ***** is leaving town for vacation  

  I received a final email on 3/21.  She confirmed with *** that they are approving coverage for lenses elsewhere.  She states she will refund the cost of the second pair of glasses and is refusing to refund the cost of the first pair which is $416.18. 
  

  in her response to BBB, she states I refused to return the glasses.  This is not accurate.  I live in ***** full time.  I did not return to Fort Smith until the evening of 3/20 for work  

   

  
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 03/27/2025

  When a product is processed through insurance or a vision
  plan, clinics must follow guidelines of the plan to ensure compliance. 
  Our policy, as with many other offices, for glasses purchased includes
  rechecking the prescription and remaking lenses if needed for various reasons.
  In this case, there was a recheck of the prescription and a remake of the
  glasses has been offered numerous times. ****** my office manager, followed protocols that are set in place and reached
  out to this patient on multiple occasions to help in any way.
  Due to vision plans policy, as well as ours, we are not
  obligated to provide the patient with any refund.  However, we
  approved a refund of $689.00, which was the largest cost to the patient when
  she returned the second pair, as she did this week.  
  In consulting with the vision plan, the decision was made
  to approve for the patient to have the lenses covered elsewhere.  This
  means that the patient had her primary lenses paid for two times by the vision
  plan, which is an increase to her benefit. 
  The patient did report that it was difficult to come back
  to our office as she lived two hours away. 
  We again regret of the inconvenience and of her
  experience at our office.  At this time, no additional refund will be
  provided to the patient. We want to work with the patient and have been
  flexible. If she chooses to not work with us, we wish her the best.

   

  
  

  Customer Answer

  Date: 04/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  When the issue with the prescription occurred, I contacted your office and was informed at that time that a refund would be issued for the second pair of glasses. I was also told that the first pair could not be refunded because it was processed through insurance. This was communicated to me in writing by your office manager, and I have a copy of that email.
  
  
  After speaking with *** directly, I was informed that this information is incorrect. According to ***, frames can be refunded through your office. They explained that in situations like this—where the prescription is significantly off—it is common practice to refund the cost of the lenses and allow the patient to have their lenses redone elsewhere.
  
  
  While I appreciate that your office refunded the cost of the second set of frames, the original pair—processed through insurance—was not. I paid a total of $1,105.16 and your office refunded $869. I am simply requesting the remaining $416.15 for the first set of frames.
  
  
  It was also stated that I could use the second pair of frames with a new doctor or that I chose not to return them. I want to clarify that this is not accurate. I was specifically told by your office manager that the frames could not be returned. I now have a new prescription and two new sets of glasses, so a third pair is unnecessary.
  
  
  This issue is not about the exam refund or the lenses; it’s about the out-of-pocket amount I paid to your office and the inconsistent information provided. I am requesting the refund of $416.15 for the first set of frames, as per the clarification I received from ***.
  
  
  Thank you for your attention to this matter. I hope we can resolve this promptly.
  
  
  Sincerely,
  

  
  
  
  ******** ******

  Business Response

  Date: 04/15/2025

  Dear patient and customer,
  
  We again regret of the inconvenience and of
  your experience at our office.  At this time, no additional refund will be
  provided to you.  We would like to move forward. 
  As in our previous reply, we want to work with
  you and will update the initial frame to the prescription you prefer.  You
  report that the prescription is of a significant difference.  I did
  request from you a copy of the prescription you received elsewhere.  This
  would better allow us to understand the situation as well as your visual
  system.  However, you did not provide us with this information, and we are
  unable to assess and verify how much of a difference there actually was. 
  
  My office manager was consistent with her
  information as well as following clinic policies.  The decision to make an
  exception for you may be the reason you feel that the information provided was
  inconsistent, as you did receive a refund.   
  Due to vision plans policy, as well as ours, we
  are not obligated to provide you with a refund when services have been
  rendered.  Your insurance provider made the decision to provide you with
  increase benefits.  This is unusual without consulting with the provider,
  and gathering pertinent information, allowing the provider to follow up and
  care for the patient.  In talking with the insurance carrier, I respect
  their decision in trying to assist you, however it has made for a more
  challenging situation for both you and our clinic. 
  Again, we regret of your unhappiness.  Know
  that we are not trying to be difficult.  We do value your time as well as
  ours.  Please feel free to contact our office and work on moving forward.