Complaints

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

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ICON EYECARE has 5 locations, listed below.

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  ICON EYECARE

  3900 E Mexico Ave Ste 220 Denver, CO 80210-3945

• 

  ICON EYECARE

  10520 El Diente Ct Ste 102 Centennial, CO 80112-2656

• 

  Icon Eyecare

  1000 Wellington Ave Grand Junction, CO 81501-8180

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  ICON EYECARE

  350 Indiana Street, Suite 220 Golden, CO 80401

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  ICON Eyecare - Loveland

  3553 Clydesdale Pkwy, Suite 104 Fort Collins, CO 80526

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:04/19/2025

  Type:Service or Repair 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.

  I had surgery here about 7 or so years ago. I paid for a lifetime warranty at $200 per eye. Now, my eyesight has gone bad and they said they do not honor the lifetime warranty unless I have gone in for an annual eye appointment since then. The person who sold me the lifetime warrantee over the phone did not mention this as a part of the terms and conditions. I asked them to send me the paperwork or contract that states the terms and conditions of the lifetime warranty and they are now dodging me. I have called them at least 8 times, emailed two different people, and they are ignoring me. The office admin told me they are still trying to find my paperwork in their old system when my first request was over two months ago. Nobody is even calling me to let me know they are still working on it, which tells me it's just an excuse. This is a very dishonest practice (pun intended)

  Business Response

  Date: 05/09/2025

  Hello,
  I am the Director of Operations at ICON Eyecare. Please reach out to my direct line ************.

  Thank you,

  Customer Answer

  Date: 05/09/2025

   
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:07/12/2024

  Type:Product 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 June 27th, 2024, I had a scheduled yearly routine eye exam at ************** used to be Colorado Cataract and Laser. I saw ******************** ********************, whom I had never seen before. I didn't go for an upgrade prescription. But instead with the old prescription, just needed to be revised because it had a hair-line scratch directly over my right eye pupil, which is frustrating to see through the side of my glasses. Nothing is wrong with my glasses, as a matter of fact I see perfectly fine with the current prescription. However, ***************** didn't allow me the opportunity to share this information with her. She proceeded with the eye exam upon which time she increased the prescription from +2.50 OD Sphere to +4.00 OD Sphere and from +2.75 Sphere OS to +4.25 Sphere OS. This is a huge increase from my current prescription glasses. Having paid $309 to the *********** Store to fill the prescription for my new glasses, I can't see with them. They are way too strong and blurry. I felt and immediate swimming effect in my head, then later on I had this unusual pain in my eyes and developed a slight headache. I called the office and explained what I had experienced with the new glasses and requested that ***************** rewrite my prescription the current one that they already have in the computer database, but she refused. I am now stuck with a $309.+ prescription that I cannot wear. I am a 75 yr old, retired female and a social security income. I don't trust ****************** ability to exam my eyes again nor her experience. I am requesting that another eye doctor at one of their other office locations see me. I am flying out internationally at the end of July and needed my new glasses. Again, I refuse to wear a new pair of prescription glasses that's going to cause me serious eye complications. I am requesting this matter be resolved immediately to accommodate my flight time. How dare she increased my prescription strength from what I'm currently wearing now. It behooves me.

  Customer Answer

  Date: 07/17/2024

  To Whom It May *************** Case Number: 21952654
  
  I just wanted to request that this case be finalized and closed effective today (7/17/24).
  
  I was able to work with ************* staff, ******, who was able to reach out to her director about my situation. She later called me back to schedule a glasses recheck for me, which i truly appreciated.
  
  Fortunately, the doctor who did the recheck, was able to correct the strength of the prescription that I'm now seeing much better with.
  
  I would like to offer my deepest thanks, appreciation and gratitude to the Director at *************, ***********************************, OD, for her experience, expertise and knowledge. I also offer thanks to the entire staff at their ******, ******** office for being so attentive to my needs and for a speedy resolution!!
  
  Sincerely 
  *******************************
  

  
  

• Initial Complaint

  Date:09/07/2023

  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.

  On 07/25/2023 my optometrist diagnosed my right eye with severe cataract and referred me to Icon Eyecare.. My initial appointment with Icon (08/14/2023) was very positive, with ********** explaining my options, cost, advantages/disadvantages. After the evaluation, i was seen by the surgery scheduler who provided the attached, and explained my surgical options, and prices to return my vision to pre-cataract status. As shown, my right eye required nothing special, and a standard lens, 100% covered by insurance would suffice. My left eye needed a Toric lens due to the stigmatism, which was not covered by insurance, and would cost me $3000.00. A standard lens would allow me to see, but probably mean i would need glasses for more than just reading.After speaking to my wife, we decided to go with the Toric lens option, and scheduled the left eye surgery for 08/31/2023, and right eye surgery for 09/07/2023. As required by Icon, I payed the $3,000.00 ten days in advance, receipt attached, on 08/23/2023. My 08/31/2023 surgery went great! ********** performed it, the recovery process was just as described, and my vision improved within days.On 09/07 however, while signing surgical authorization forms minutes before the surgery, I was told the right eye was going to cost $2,000.00 When I disputed this, I was told I actually need a different lens option, and the practice regretted this error. Inserting a standard lens was actually easier for them, but had a 40% chance that I would need glasses for other than reading, I was very upset, cancelled the procedure, and will seek a second opinion. I feel this is either an attempt to exhort $2,000.00 from me for a lens type I don't need, or an attempt to hold my vision hostage unless I pay the additional amount. Either way, I think it is highly unethical and unprofessional for a medical provider to pull this type of stunt when they are looked to and entrusted with something as important as your eyesight.