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Business Profile

Optical Repair

Rosin Eyecare - Aurora

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optical Repair.

Complaints

Customer Complaints Summary

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

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Complaint type

  • Initial Complaint

    Date:05/10/2023

    Type:Delivery 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 January 2, 2020 I went in with my mother for an eye exam and glasses. We normally go to another location of Rosin, further away to be seen by a specialist, but since this was just to obtain new glasses we chose the location closest to us. The exam was fine, glasses fitting was fine but when we were placing our order they were charging ** but with insurance there should be none. She has 2 insurances with both accepted at this business, I explained this to the person checking ** out and she said she ran both and there is still an amount due I tried to explain that's wrong and she said it doesn't matter what insurance there's always an amount due. I paid it but left concerned contacted the other Rosin location and the insurance to see if anything changed it hadn't (also I saw a male customer with a similar issue he was quoted much higher amount). Called back spoke to accounting eventually got a refund. We never received our order after that. I followed up for several weeks that turned into months. Went in person to speak about it was told that because of Covid everything was delayed. Called the office several times after that left messages for the "manager" nothing no call back no explanation I even called our regular Rosin location so they can reach out to them but that office never called back. I tried to go in the office to find out information but was told I need an appointment. To this day I have never received that pair of glasses no explanation no call back. Also, someone we know ordered glasses a little after her from a different place same insurance and they received their pair in a timely manner. I'm voicing my issue because if the staff doesn't know how to properly handle insurance matters or order procedures this needs to be looked into because they may be OverCharging other customers not to mention the hassle of no customer service or regard for order follow ****

Rosin Eyecare - Aurora is NOT a BBB Accredited Business.

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