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Business Profile

Ophthalmology

AV Eye Care
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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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AV Eye Care has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    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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    • Initial Complaint

      Date:12/13/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      Recently took ********************* to this office for an eye exam and new glasses after she had a recent fall that wiped out her glasses. ********* had been to *** ********* many years prior, in fact he had done one of her cataract surgeries, and was wonderful. When I took her in November of this year for the exam she was seen by a different Dr. for her exam and we ended up ordering her glasses through this office. The glasses are not right, she tells me they are not clear and she cannot see, she has to pull the glasses up in order to see through the bottom field of the bi-focal. Took********** back to the office on 12/13/2022 to have the glasses and the prescription checked, and the Dr. stated that********** needed to have the bi-focal field raised, but the prescription was good. The Optician told********** that we were at the limit as far as where the bi-focal area could be placed and that it would affect the distance vision area. Not sure why the Dr. would say one thing and the Optician another, but that is what happened. Finally when we realized there was nothing that could be done and after the Optician telling********** repeatedly that she could go with a reading glasses only, we decided to return the glasses for a full refund in the amount of $327.00. The Optician then stated that he would deduct the "lab fee" from our refund. Unable to understand why we are having to pay lab fees for glasses that are not right, since when do people pay for inferior products ??? Per the Dr.********** needs bi-focals, so not sure why the optician would try to sell reading only glasses and not sure why he would not abide by the Dr.'s instructions of placing the bi-focal line higher. I am requesting a FULL refund in the amount of $327.00

      Business Response

      Date: 01/09/2023

      Business Response /* (1000, 5, 2022/12/31) */
      Patient offered full refund for glasses order


      Consumer Response /* (2000, 7, 2023/01/06) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

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