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Business Profile

Optical Repair

Pearle Vision Bolingbrook

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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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  • Initial Complaint

    Date:09/07/2023

    Type:Product 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.
    Saturday August 12, 2023, my son and I went to Pearle Vision for exams and glasses. We gave them our insurance cards, Avesis Vision Insurance. I am the subscriber, and my son is a dependent under my plan. The office staff was unable to check our benefits because Avesis is closed on Saturdays. We were told that we could keep our Saturday appointment; we could get our exams, pick out our glasses. They would then call us sometime during the week to tell us how much everything costs after they had a chance to confirm it with insurance.Tuesday, August 15, 2023, I received a call from Pearle Vision advising that the cost to us [after insurance payments] was $1883.03. I asked why the cost was so high. She said it's because of our prescriptions. I paid $1883.03 with my credit card over the phone. I never received a receipt in the mail or via email or when I picked up the glasses a week later. My credit card statement is proof of payment.Today, September 7, 2023, I decided to look into this situation as the amount paid seems excessive. I called my insurance company and was told that the insurance paid both claims in full [exams, prescription lenses and frames], leaving $0 patient responsibility. The representative said that I should not have paid anything at all. Proof of ins payment is attached. After my conversation with the insurance company on September 7, 2023, I called Pearle Vision to request a refund. The receptionist told me that they submitted my claim to an insurance company called EyeMed, and that's why I was charged. I told her that I have proof they submitted the claims to Avesis, which is the correct vision insurance, and so the EyeMed story makes no sense.She went on to tell me that they submitted my son's claim to Avesis but not mine. She was unable to explain to me why I was charged for my son's visit/glasses/prescriptions. She ultimately said she would tell the manager about the issue. I think this is fraud. I want a refund.

Pearle Vision Bolingbrook is NOT a BBB Accredited Business.

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