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Business Profile

Lasik Eye Surgery

Pacific Eye Institute

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Lasik Eye Surgery.

Complaints

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

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Pacific Eye Institute has 12 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 0 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:12/08/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 8/21/23 I purchased an Adjustable Light Lense. My insurance wouldnt cover the whole procedure and I was told $5,000 would cover the procedure and follow up visits. Up until 12/4/23 all was good and covered. However, I had a follow up visit that day and was called on 12/1/23 to be told the visit wasnt covered because my insurance had changed on 12/1/23. I replied I understand that but I paid $5,000 and was told at the time of the procedure all follow up visits were covered. The doctor scheduled that appointment to check for scar tissue from the surgery to see if any had to be removed. At that time the office staff said sorry we only cover the first 90 days of issues. They sold a product and didnt follow through with the contract. They insisted on more money for that follow up visit and I refused.

    • Initial Complaint

      Date:01/19/2023

      Type:Customer Service 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.
      I had Lasik surgery in early 2000's when I lived in ********* Ca. My DOB is **********. I have been contacting the Upland and Rancho Cucamonga office for about 4 months now requesting my medical records. I sent a certified receipt letter to ensure they also received my request. I keep calling and sending emails on their portal but no one has called me back. I retired and moved to NM and my eye doctor here will not do any tweaks or surgery unless they have my previous medical records. I do not know what else to do.

      Business Response

      Date: 02/09/2023

      Dear Ms. ****** ********,
       

      We apologize for the late response to this complaint. We've been in contact with this customer and have reached a resolution.


      Thank you.

    • Initial Complaint

      Date:11/02/2022

      Type:Customer Service 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.
      Since April 2022 my present eye specialist, Dr. ****, of Azul Eye, ** ***** ******** ******* has requesred from Pacific Eye my medical records so that they can proceed with treating my right eye which is damaged. They never responded. When I saw my doctor last in June 2022 they advised they could not proceed without the records. I left and went immediately to Pacific Eye and made the request (I was a parient there for many years) and was advised that their medical record archives were off site but they would provide me with them within four days (that included a weekend). I never heard from them. I called them weekly to no avail. I went again to their facility and was told the person in charge of records was unavailable and to call and speak with her. I did but again no one called back. I am extremely concerned about my eye. I have contacted Chaffey Medical Group, United Healthcare but they cannot help as they too were stonewalled. I last saw Pacific Eye as a patient in 2016 and my health plan and they had a parting of the ways or because someone else took over the running of the facility. My records must surely be there and they are needed to continue my eyecare. I have waited and waited but get nowhere. My medical records are just that, my medical records, not their;s. Please, I am asking for your help; I need it. I also contacted the California Department of Health and left a message but do not know if they will proceed or if this is in their concern. Thank you kindly for your hoped for asistance and help in this matter. It is a serious problem for me and I do not know where or who else to turn to.

      Business Response

      Date: 11/21/2022

      Dear Ms. ****** ********,
       

      We apologize for the late response to this complaint. Upon receiving this letter, the patient's medical records were located at an offsite facility and will be released to her and the doctor she had requested to be sent to immediately. It is an expectation that our team members process medical records request as timely as possible. 



      Please let me know if there is anything else you need.


      Thank you.

      ****** *********, MBA, COT

      Customer Answer

      Date: 11/23/2022

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      I also THANK THE BETTER BUSINESS BUREAU for their concern and getting my medical records sent by pacific eye care to my eye doctor and they also will send me a copy per their phone call me to on 11/22/2022.  Without the BBB I don't think I would have ever received my records.  Again, Thank You!

    Pacific Eye Institute is NOT a BBB Accredited Business.

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