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:04/05/2023

  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.

  I am writing to express my extreme dissatisfaction with the service I have received from this company.
  
  As an elderly man, I have entrusted them with my eye care needs, but for the past two years, I have been continuously let down by them
  
  Firstly, they have taken an excessively long time to correct my problem, and even after numerous visits, my glasses have not been corrected properly. I have experienced mistake after mistake, and despite my complaints, nothing has been done to rectify the situation.
  
  In fact, the manager of the office was extremely dismissive and rude when I expressed my concerns, telling me essentially that it was tough luck.
  
  Furthermore, the staff has been consistently untimely and offensive, destroying my lenses and offering nothing but excuses. I have sent email requests that have gone unanswered, and I feel that I have not been taken care of at all.
  
  As a result of my experiences with Acuity Eye Service, I have become increasingly frustrated and distressed. I have spent an excessive amount of time with their staff, and I feel that I am at my wits' end. I believe that the company has taken advantage of me and has not provided me with the level of care and customer service that I deserve.
  I am writing to express my extreem disappointment with the service that I have received from their company. I have been trying to get in touch with their customer support for over 70 minutes, and I have not been able to speak with anyone.
  This is unacceptable and a complete waste of my time. I understand that there may be a high volume of calls, but leaving a customer waiting on the phone for this long is simply unacceptable.
  I have urgent concerns that I need to discuss with a customer support representative, and the fact that I am unable to do so is causing me significant stress and frustration. I have tried calling at different times throughout the day, and the result has been the same.
  Waiting for such a long time is not only inconvenient, but it also shows a lack of respect for customers.
  I hope that they will take my concerns seriously and work towards improving their customer support service as soon as possible.
  
  Sincerely,
  
  ****** ******, Jr.

  Business Response

  Date: 04/20/2023

  Mr. ****** ****** purchases eyewear 2 years ago at Palm Springs location and he came back to location and stated lenses were not acceptable.  He stated he was traveling and did not have time to come back.  Recently, Mr. ****** would like us to remove tint from his executive bifocal lenses.  He understood lenses maybe damaged and signed a lens waiver on 4/8 that AEG will not be liable.  We did not charge him for the service and did this as a courtesy service.  Now, Mr. ***** is upset lenses are damaged from Express Lab.

  I called the patient on 4/18 in order to resolve this  issue, I went ahead and did another courtesy to order new lenses from another lab and Meridian lab is remaking lenses from his eyewear 2 years ago.  It is an executive 35 Bifocal and this lens type limited supply due to older style bifocal.  I called patient and he is unhappy that it will take 3 weeks.  We have process the order today and will be partnering with lab to replicate these lenses as soon as possible. 

  This will be a one time courtesy service and we will not continue to remake lenses after 45 days of original purchase date of 2021 per our clinic policy.  Mr. ****** does not seem to understand there are limitations to his eyewear purchase and threatened us that he will write bad review to you, Yelp,, EHP (Medi-Cal), and founder of the company.

   

  Customer Answer

  Date: 04/21/2023

  I am writing to convey my profound dissatisfaction with the response I have received from your organization. As a devoted patron of your establishment for a number of years, I find myself increasingly disheartened, frustrated, and quite frankly, insulted by my recent experiences. Primarily, your staff has demonstrated a consistent pattern of being unhelpful and dishonest. On multiple occasions, I have sought assistance with my eyeglasses and lenses, only to be met with discourteous and dismissive replies. Despite my repeated attempts to rectify issues with incorrect billing, the problems remain unresolved. Furthermore, I have found the conduct of management to be highly unprofessional, and the team has been dismissive of my concerns. During my last communication with management, I felt rushed and that my queries and issues were regarded as inconsequential. When I requested clarification, the management responded defensively, with a condescending tone. Overall, I am profoundly disappointed with the treatment I have received from Aquity Eye Group. The level of service that I have experienced is unacceptable, and I cannot fathom being subject to such rudeness and unkindness. Therefore, I must decline your response to my previous communication, and must instead seek a resolution that satisfies my expectations for customer service. Sincerely, ****** ******, Jr.
  
  
  
  

  Business Response

  Date: 05/08/2023

  Hi ******,

  Please see the attached in regards to Mr. ***** ******. Acuity has gone above and beyond helping Mr. ******. Quite honestly I feel he wants everything for free for a product that he purchased 2 years ago and already out of warranty. We are doing new lenses in our expense and now he is still contacting BBB. At this point I honestly do not know exactly what he wants. This is a product that has wear and tear over 2 years old with no warranty. After we told him to bring in his frame we would do the lens for free he still got upset and as of now hasn't brought the frame. 

  
  

  Please see the following info.

  1. Letter signed by him acknowledging potential damage to his already 2 year wear and tear glasses

  2. Copy of new lenses at Acuity expense. We no longer have executive len as lens option we dont sale but was doing an exception for him.

  3. response to IEHP in regards to his claim

  Below is a written response addressing this matter:

  
  

  We disagree on the Claim Mr. ***** ****** is stating. Original order was done on 04/24/2021. He waited 2 years to come into our location demanding we take out the tint from his 2 year old glasses. These are 2 year old glasses. In March 2023, the optician reached out to me in regards to these 2 year old glasses. I informed her to call the lab and call IEHP if either one of them would approve to redo 2 year old glasses. Lab said it is past warranty. IEHP said he had new benefits, but he did not want to use new benefits he insisted for Acuity to redo the 2 year old glasses that were out of warranty. Mr. ***** ****** kept coming into the palm springs location rudely and disrespectfully to the front desk and the optician. After Mr. ***** ****** kept coming and the optician decided to help him out on the 2 year old glasses. She told him the glasses were 2 years old and if she was to sent to the lab to take off the tint from the glasses there was a possibility they would get damaged. Mr Abot ****** kept insisting and making a scene that he wanted the tint of the 2 year old glasses to come off. He signed a waiver indicating that Acuity would not be responsible if when it is sent to the lab they might get damaged. After constantly coming to the office making a scene. I even talked to him and I told him I do not agree to redo. Mr. Abbott ****** refused to talk to me any more “**** i do not want to talk to you because you do not want to redo what i want” I told him taking tint out of 2 year old lenses will damage the glasses. He finally signed the waiver. The glasses were sent to the lab and the lab did the best they could to take off the tint. In the process they did get damaged, as they are two years old and already have wear and tear. Mr ***** ****** was upset. He was also requesting for us to re do the lenses to an executive bifocal in which we no longer have in our lens option. Since the beginning of the Month the director called him. Decided to go ahead and provide Mr. ***** ****** with new lenses. All he had to do was bring it into the office. He has been called multiple times to drop off the frame. As of now he has not. Mr ***** ****** put a grievance on an old two year old lens, signed a glasses waiver, we would not be liable. He is placing this claim not on a new authorization or not on a new pair of glasses. He is placing this claim on a two year old glasses in which he went against our advice in regards to removing the tint. 

  
  

  Acuity Eye Group is committed to providing the best-in-class patient care to all those in need.  Our Mission Statement, to improve patients’ quality of life through excellence in eye care and patient experience, is our number one priority, for each patient that we have the opportunity to treat.  We appreciate the opportunity to provide this experience to Mr. ***** ******., and all Acuity Eye Group members!  

  
  

  
  

  
  

  Let me know if you have any questions.
  

  
  

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  Best Regards,

  **** I. ****** | Regional Optical Lead-Desert