Complaints
This profile includes complaints for Frantz EyeCare's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/16/2025
Type: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 paid $6000 to have special cataract surgery on both eyes in August, 2024,,the left eye since the surgery keeps getting blurry and watery requiring me to wear sunglasses all the time,,as my vision is impaired,,I want $3000, the cost of left eye surgery refunded so that I can have left eye corrected by another eye surgeon,,Frantz has been giving me the run around and I dont trust them..
Business Response
Date: 01/21/2025
7/2024 Patient had cataract surgery. Healing well.
10/1/2024 Patient complained of blurry vision and yellow discharge and was diagnosed with blepharitis. Was prescribed medicaion and recommended warm compress, gel mask and lid scrubs.
1/02/2025 Patient complianed of light sensitivity left eye and dryness. Indicated she needed to wear sunglasses. Patient denied being refracted. Was advised to return in 1 week and at that time poss start medication if vision complaints do not improve. Also for dry eyes the doctor recommended some drops and night time gel. Appt was made for 1/10/2025.
1/10/2025 Patient cancelled appointment. Rescheduled for 1/14/2025
1/14/2025 Patient cancelled appointment.
1/20/2025 Our counselor reached out to the patient to reschedule appt for 1/21/2025.
1/21/2025 Patient cancelled appointment.
Patient needs to follow doctors instructions and it is imperative to keep your follow up appointments with them. Blurry complaints and dryness symptoms are not uncommon that the doctor needs to treat. It is important to have a positive relationship with your doctor during the postop process, which time varies depending on the patient. Our focus is patient happiness. Cancelling appointments and wanting a full refund is not the way to go about this. Patient signed consents accepting risks and cataract removal was successful. No refund is due, but we will try to encourage the patient to return for her follow up. If patient prefers to go elsewhere is is welcomed to do so. I did not attach exam records due to HIPAA but would be happy to comply with the proper patient consent.
Thank you for allowing us to have the opportunity to respond to the customer complaint. I hope we can turn this patients complaint around.
Customer Answer
Date: 02/05/2025
Complaint: 22819257
I am rejecting this response because: Frantz eye Naples fl,,performed cataract surgery on my left eye that has been a problem since surgery,,have to wear sunglasses all the time as left eye fogs up and runs from light exposure,,I paid $3000 for this surgery,,they have been giving me the runaround, probably because I am a female and recently widowed,,I called them several times explaining problem,,I want the $3000 refunded to use to contact another eye surgeon to correct the problem that they created
Sincerely,
**** ******Business Response
Date: 02/07/2025
Good Morning,
Per my last response, we have attempted twice to reach out to Mrs ****** to discuss her complaints and offer a return appointment. No answer and she has not returned our phone call.
Mrs. ******** complaints are due to significant dry eyes. Drops and treatments are available to help alliviate this condition, but it is not due to unsuccessful cataract surgery. Mrs. ******** vision after cataract surgery is 20/25 without correction! ;) She has no residual prescription.
There is no indication that consideration of a refund is warranted.
Thank you for allowing us to respond to this inquiry.
Customer Answer
Date: 02/09/2025
Complaint: 22819257
I am rejecting this response because:
Sincerely,
**** ******,,the left eye condition started immediately after cataract surgery..I have witnesses to attest to thisInitial Complaint
Date:05/12/2022
Type: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.
Due to the last minute extreme cost I cancelled service and have not been refunded money I cancelled my services because I was lied to about a payment plan and when I went to check out I was asked for $4815. Jennifer stated to me that she mislead me with payment plan information I need all monies refunded. Cannot pay for services that weren't renderedBusiness Response
Date: 06/13/2022
Business Response /* (1000, 8, 2022/05/27) */ This response was taken verbally by the BBB: At this time we can not locate a customer in our system by this name.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.