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Business Profile

Ophthalmology

Eye Care of San Diego
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Eye Care of San Diego's headquarters and its corporate-owned locations. To view all corporate locations, see

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Eye Care of San Diego has 3 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/23/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 had ***** at SD eye located at:********************************************************************************************************** Help me pick out my reading prescription glasses. I received them several weeks later but the fit was uncomfortable. I decided after giving them a try I would return them since I have a 90 day grace ****** per what ***** told me. I left several messages for ***** but she never called me back. I finally just went back to see ***** (my husband was with me) and she said let me adjust them and if you still do not like the fit you can return them and we can just switch out to a different frame. A week passed and the frames were still hurting my eye area, I left several messages but still ***** never called me back. I then went in and saw ******, she said pick out a frame and I will forward the information to ***** to send them out. 3 weeks passed and I called and spoke with ******* at the main office who connected me to ***** but no answer. Called ******* back and she connected me again but ***** still didnt pick up. Called ******* back and she sent out an email for someone to please call me. On January 23rd at 10:00 am ***** calls me and says, how can I help you? I asked her if my new glasses were in and she said well I see a sticky note here on a frame but what would you like for me to do with them? I said, didnt ****** leave you the information? She said no but what is it that you need help with? When I explained that the frames were to be switched out she said Im sorry eye med wont do that? So my glasses were sitting there for weeks with a sticky note that a supervisor wrote notes on? I reminded her how she said she would switch out the frames and the numerous times I left messages with no return calls. She also stated ******* was her manager filling in when I came in, and ****** didnt leave any instructions. Worse customer service and lack of communication on their part is just not acceptable for an eye clinic.

      Business Response

      Date: 07/22/2024

      This patient has been taken care of on our end as far as the original complaint goes. I was able to get a voucher from the lab rep for a pair of lenses. I exchanged the frame for her and remade the lenses. She is happy with the new frame and it seemed to resolve the comfort issues. Since then, she broke the new frame and I replaced it for her under warranty. All of these interactions with the patient were very pleasant and patient was happy when she was in the office which was just last week.

    • Initial Complaint

      Date:03/29/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 3/28/2023 I call doctor ***************************** O.D. To ask for a referral to an eye surgeon ********************* at ********************** in La Jolla ** ***** for assessment about chatsrsct eye surgery. I saw Doctor ********* a few months ago for my annual eye exam . She refused to provide a professional referral be able se doctor *** was not in her office .I am familiar with doctor *** and am comfortable having him perform my eye surgery. This Doctor put bediness and money before her patients care! It is unethical and a patient should see the doctor of their choice. Denying a referral because the physician is not in her office is outrageous and wrong ! I want a referral to doctor *** office from her to fix the issue. I will not return to her for my next eye exam

      Business Response

      Date: 11/13/2024

      The person you are referring to was last seen in our office on 12/07/2022.  At that time, the patient eye exam and chief complaint did not warrant a referral to any surgeon.

      Thank you for reaching out to me.  I hope this is helpful.

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