Complaints

This profile includes complaints for Focus Vision Clinic's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Focus Vision Clinic has 6 locations, listed below.

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  Focus Vision Clinic

  1668 E 2nd St STE B Beaumont, CA 92223-3168

• 

  Focus Vision Clinic

  1695 S San Jacinto Ave Ste E San Jacinto, CA 92583-5103

• 

  Focus Vision Clinic

  1467 Ford St Redlands, CA 92373-3910

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  Focus Vision Clinic

  831 Highland Springs Ave Beaumont, CA 92223-5768

• 

  Focus Vision Clinic

  27120 Eucalyptus Ave Moreno Valley, CA 92555-4543

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:08/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 interaction with the office staff on 8/26/24 regarding if my health insurance information will cover my prescription glasses was the issue. Office staff were provided several times the health insurance card with the correct number to verify my health information. The story initially was that my health insurance changed and the optical female clerks stated to follow up with my husbands HR department to see if they changed my husbands vision coverage. The reason why i am writing this is because initially I was charge 450 dollars and they had a clerical error on behalf of the office. My husband eventually did a 3 way call with the office staff to verify if our information was correct and it was. The office staff optical department and receptionist were extremely incompetent in making sure the health information for insurance was correct. They attributed the incident in stating that the new "girl" does not know what is going on and made a mistake. The office manager eventually explained to myself and my husband that the office made a mistake. This letter is to inform that due to the office staff not be diligent in making sure our health records were correct, that we almost paid 450 dollars for prescription glasses in were our insurance covers a portion and we the rest. The office staff not only seem rushed, but demonstrated poor customer service with their tone in voices, and assumption of a problem when in fact they do not care to resolve the issue and make the consumer (ourselves) figure out the problem. In summary, our insurance did not change whats so ever and they misrepresented what was told to me and my husband today.

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In November 2023 I ordered a prescription glasses deleting work the right way I return the glasses at the ***************, I called back to find out whats going on and they told me they cannot find my glasses and they said theyre gonna call me back. They never called me back so I called back and the office is closed but I went to ******** office Because they said I need to be check out in order to do my glasses the right way so I asked for my glasses they said They gonna give me any prescription until today Ive been calling and calling to leave a message no answer they they look like they they dont know what they did with my glasses and Ive been Without glasses all this time I called today and they said because its more than 180 days they *** respond bad ending and asking so they weigh all this time. I am 71 years old. My diabetic is very bad and I need my glasses. Please help me to people like this stealing money now I dont have no more money to buy other ones. appreciate you put attention in my complaint, God bless you

• Initial Complaint

  Date:04/27/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  On 1/26/2023 I pay in full my glasses and today 4/25/2023 still. waiting for. After several phone calls and several visits to the Focus Vision Optometry I get no answers to the reason why they do not calm back fo let me know what's happen. They are very, very rude and unprofessional. last time they toll me that I can not get in any more, but finally the CEO send me a email apologizing. Please see the attache email and documents. PLEASE I need my glasses done and no any other arrangement. I Need the glasses to be able to see. Please help me.

  Business Response

  Date: 05/02/2023

  This patient has a very high lens power and our primary lab, and then a subsequent specialty lab, both were unable to satisfactorily get this job to cut out properly due to the combination of power, frame measurements and patient's measurements. In ordinary circumstances we would have had the patient back to our office to choose a new frame, but he arrived with his wife at our corporate office creating an intentional loud disturbance to the care of other patients and he was advised we were discharging him as a patient and he could not trespass at any of our stores. He would not leave our premises until the police were called. He was given the option to cancel/refund, or wait for his glasses (at this time the lab told us they were still trying to get them to cut out with an alternate lens design, which later also failed). He chose to wait for the glasses, and we negotiated to get free lenses from the offending lab due to his unusual delay. Ultimately we contacted the patient and told him that both labs were unable to get his Rx to fit correctly in that particular frame using any lens design, and normally we would do a frame restyle to complete the job, but that was not an option due to his abusive behavior and violation of our Patient Code of Conduct, which he signed agreement to. We informed him we were canceling the transaction, issuing a refund for his copays, and reinstating his material insurance benefit with his carrier. We apologized numerous times for the unusual delay, this is not typical or customary at our practice whatsoever.

• Initial Complaint

  Date:02/25/2023

  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.

  My wife went and purchased glasses on 11/5/2022 and she told them 3-4 times these glasses are not right, They said you have to get use to them. Well now it is Feb 2023 and the Optometry wants to charge her to fix her glasses, that is not fair. I want them fixed at no charge

  Business Response

  Date: 03/30/2023

  I'm able to search phone records up to 90 days prior. We have no record of this patient contacting us in the last 90 days until 2/24/23, at which time they were advised fees would be charged for any recheck/remake. The time period to receive a free recheck/remake expires 6 weeks after eyeglasses are picked up (in this case, 1/14/23 expiration). There are no staff notes that this patient reported problems with the eyeglasses during the allowable reporting period. If they had, they would have been scheduled an optician appointment as per our normal protocols. No such appointment was ever scheduled (appt history below). At this time, if the patient wants to schedule a recheck, the office visit fee is $45 and changes to materials would be at usual fees, less a 30% customer service discount. Our purchase terms are provided in writing to all patients prior to purchase, and a copy is also stapled to their invoice for future reference,

  Customer Answer

  Date: 03/31/2023

   I am rejecting this response because:
  
  
  I don't agree with them, my wife went back 3 times with in the time frame, it they don't have it written down it is a problem.  They just kept telling her, you have to get use to them. My wife have been wearing glasses for many years and she knows when something isn't right.  I just wanted them to redo the glasses and to check her prescription.  

  
  

  I guess that was too much to ask for 

  
  

  Business Response

  Date: 03/31/2023

  The patient would never be told to "get used to them" 3 times. The maximum we ask a patient to wear the new Rx is 3 days. If a patient returned within 6 weeks with a persistent complaint of blur or discomfort, they would be scheduled for a free refraction- we do this regularly. If the patient has evidence otherwise I am happy to consider this, but absent of any actual evidence, it appears this patient missed the window of free recheck/remake and is attempting to bully us into extending our warranty period. The optical lab will not work with us as a remake this late after the eyeglasses are dispensed, so fees would definitely apply if they want the eyeglasses remade. I think we've answered about 7-8 emails at this point on this issue, so I hope this can lie as our final response.

  Customer Answer

  Date: 04/03/2023

   I am rejecting this response because: my wife went back many times and they are lying out of there butt, I am not trying to bully anyone I just want something to work after I Paid over $300

  I just want this done over, I went to America Best this weekend and gave them the eye exam that Focus did and it was not correct and I had to pay more money. 

  
  

  So I am right in this situation. Now I want a refund of my money I spent because they did their job wrong. My insurance also gave me authorization for a new pair of glasses (VSP)

  
  

  So who is wrong?
  
  
  
  

• Initial Complaint

  Date:10/06/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On September 2, 2022 I went in to "Focus Vison" in Redlands at **** **** ** ***, Redlands 92373 for a routine exam. I ended up purchasing a pair of Tiffany Glasses and matching Tiffany sunglasses. Which I paid $1055.00, along with a large amount billed to my insurance. I waited 2 1/2 weeks and finally was told my glasses were ready. Upon recieving my glasses, I examined them they where so thick they did not fit in too the frames properly and where significantly bent. The sunglasses were so pulled apart and the hinges were loose so they would not be able to stay on anyone's head. The young lady at the front was appalled, and offered to call corporate to obtain a refund. I told her that I'm extremely sick, and I NEEDED my glasses. I called her two days later on 9/6/2022 and asked the outcome, she said she drove them out to there brand new facility and handed them to the doctor which is Dr. ***** ********. The following day i went to the office and asked what was my status she stated she brought them to the doctor and she went to pop the lens in the frame and it broke the lens and frame. So I have made 5 phone calls to speak with the doctor and have not been called back once the lady at the front desk stated she would get back with me on 9/9/2022. nothing so I called on 10/5/2022 explained my situation and she was appalled, and asked if I could come in to the office. I found a driver to the office (I'm battling cancer) and was told the doctor was too busy to see me. Someone else was sent to talk to me, and after listening to my story she said she could not locate my glasses. I was told one pair was never sent and the other they have no idea the location and needed to attempt to track them. When I asked for a refund, I was told I signed a waiver (that they failed to produce when I asked) and despite them previously telling me that they would call corporate and get my a refund.