Complaints

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:01/04/2023

  Type:Service or Repair Issues
  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 ordered glasses (prescription lenses) on 9/29/22. They arrived within usual time (2 weeks). However, the lens connection on the right side broke within an hour after picking them up.
  
  I returned them to the office the next day and they agreed to return them to the processing lab for correction. Usual time would be 2 weeks for turnaround. After 3 weeks I called and was told they forgot to submit the order. It would be 2 more weeks, but they would put a "rush" on the order.
  
  4 days later I received a message from ********** ****** that my eyewear was ready for pickup. I arrived to be told they had not deactivated their automatic reminder, and that my eyewear was not in. I was not pleased and let them know this was an inconvenience...
  
  The following week I was notified the eyewear was available. Upon arrival I was told that the eyewear was incorrect and was not what I had ordered in September. I was told it would be another 2 weeks. This was on October 26th. I was told they would rush the order with their lab and contact me.
  
  Since that time I have made a large number of calls to their office, left many messages, and even travelled to their office to inquire about status. I have never received an answer other than they are waiting. It has now been 9 more weeks, and they do not answer my calls, or return messages. Communication has been poor, at best. This office had always been reliable in previous years...

  Business Response

  Date: 02/01/2023

  Hello,

    I apologize for my tardiness in responding to this complaint.  I will give you a run down of our timeline with Mr. ****Mr. **** ordered new glasses at his appointment on 9/29/2022.  We informed him that it takes aprox 1 -2 weeks for most orders to come in.  They arrived on 10/6/22 and Mr **** came to pick them up on 10/07/2022.  Mr **** stated that they broke within an hour of him picking them up when he called us.  I do not have record of when he came back in.  On 10/18/2022 I reordered his frame from the lab.  On 11/08/2022 we called the lab to check on the status because typically just a frame would be in in under a week.  At that Point they told me we needed to resubmit it because they were not showing the order due to a transmission error.  I resubmitted that day and the lab let us know the next day that the frame was on back order and they did not have an ETA on when it would be back in.  We let Mr **** know this as he was calling and trying to get an update.  In each case before we could communicate with the patient the patient was calling us.  The patient began to call us daily sometimes 10 times in a row.  I personally explained to him on one occasion that as soon as the lab gave us any information we would call him.  I also explained that if we are on the phone or with a patient we do not answer the phone, and that calling us upwards of 10 times in a row doesn't get the answer any faster.  He was very upset that we were not returning his calls, however he would leave a voicemail and then call back an hour later because we hadn't returned his voicemail.  We explained to him that we only check voicemail twice per day.  His calls bordered on harassment.  We continued to explain to the patient as soon as the frame was back we would notify him directly.  We also explained that the lab had his lenses due to the type of mount of that style of frame.  We can not mount those in house and that as soon as the lab got the frame and mounted his lenses we let him know right away.  I personally check all the jobs in and I had my eye out for it.The frame finally came in at the lab on 1/9/23.  They put the order in process and they mounted his lenses.  they shipped them to us on the 1/16/23They arrived at the practice on 1/17/23 and as I picked up the phone to call the patient it was ringing and it was him.  I let him know that his glasses were in my hand and I was just picking up the phone to call him.  He came in on the 18th to pick up, again we apologized to him for the frustration and let him know we are just as frustrated as we were at the mercy of the lab waiting on the frame to come in.  He picked up the glasses and left.I tried to explain to the patient that this isn't indicative of the time line of things for us typically and that this was an exception to the rule. 

  **** ********
  
  ******** *******

• Initial Complaint

  Date:10/03/2022

  Type:Delivery 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.

  This company will not return my call or respond to me.

  Business Response

  Date: 10/25/2022

  I am responding to complaint #******** for ****************************** 
  Some background. This patient purchased a frame and lenses along with a magnet sunglass attachment (also known as a chemistry clip for short chem clip).  the chem clip requires magnets be mounted into her lenses for her regular glasses so that chem clip has something to attach to.  Those magnets and the chem clip itself are made at a different lab than the lab that makes the frame and lenses.   Anytime this particular product is ordered it adds on 6 to 7 weeks in production time because of the two different labs that have to be utilized to make the lenses and magnets. 
  Please allow me to provide a timeline for this patient

  1. Her original lens order was placed 09/28/2021 Patient paid $71.36 for frame and lenses and $175.00 for the chem clip.
     Her order was remade on 10/12/21 because we realized that her segment height on her trifocal lenses was not in the right place (at no additional charge to her).  Patient picked up those lenses on 11/23/2021
  2. in May we received a call from the patient that she was having trouble with her vision in her left eye.  (Please note that this is 8 months after her initial exam and 6 months after receipt of her glasses)  We have a 30 day satisfaction guarantee on our glasses and we will typically recheck and RX and or reorder lenses inside of this timeline at no additional cost to the patient.  As a good faith effort to satisfy the patient we offered to remake her lenses to make her happy with her new RX (this is also above and beyond for this patient because as natural aging progresses our vision changes, the typical guideline is after 6 months the patient needs a new exam)
  3. We reordered her lenses at the beginning of May they came in June 20th.  We notified that patient that the lenses were in, however we did not notice until the patient came in to swap them out that the lenses did not have the magnets necessary to hold her chem clip in place mounted in them. 
     We apologized to the patient and let her know what had happened and that we would need to order new lenses for her again because the secondary lab did not mount the magnets in the lenses.  She opted to not have the lenses put in her frame at this time (even though it had the correct RX in them because she wouldn't be able to use her chem clip with them.)  We do still have this pair of lenses in the office for her if she would like them installed in her frame. 
     since then, the process has been challenged to get the lenses in for the patient.  they have failed quality at either lab in the process several times (please note that any time the process starts over it is an additional 5 to 6 weeks.  They are currently in process with our regular lens lab and from there they will travel to the chemistry clip lab to have the magnets mounted in them.  I do have the managers over both labs watching the progress of this to make sure it goes smoothly this time.  The Doctor doesn't have any contact with the lab, that's why he has a practice manager (that is me) in addition neither lab takes phone calls from patients.  The doctor is very aware of the situation with this patient and has spoken with both the patient and her daughter personally.  By simply ordering the patient this set of lenses we are going above and beyond considering she was very far outside of the timeframe of her satisfaction guarantee.  We are working hard to get the correct lenses for the patient and if at any time she would like us to install the correct RX in her frame (the lenses we have that do not have the magnets) we would be happy to do that while we are waiting for the other set of lenses to arrive. 
     If you need any additional information from me please feel free to reach out to me at the office or via email.

  
  

  
  

  *************************

  Practice Manager

  Eigenbrodt Vision Center
  ************

  ************ fax

  Customer Answer

  Date: 10/31/2022

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