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:09/05/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 went to Dr. David Casper after I had been using some cheap readers for a few months. I decided I should get a nice, durable pair of reading glasses for work. I had never needed any type of eye correction before. I first 2 appts were in January, 2024. Then 2 more in February.. *** ******************** kept talking about personal things and each of these appts were taking almost an hour. By the 5th appt. I picked out my frames within insurance limits. *** said I needed progressive lenses, bifocals, and had talked me into the kind that darkened by themselves. He asked for $425. At the last minute I decided I didn't need the darkening and paid him $205 out of pocket. 6 weeks later...I picked up my so called "readers" and I couldn't see a thing. I said "I have never neede glasses so why all of a sudden (this after months from my first appt) do I need bifocals?" Nevertheless, the glasses were completely NOT what I needed., also he said I would have to keep bobbing my head up and down at my computer for the progressive lenses to work. I returned the glasses, case, etc. a few days later. I had gone to my local pharmacy and purchased some readers for $10 which were working perfect for me. I told *** ******************** (now it being April - 5 months later) That I couldn't wait any longer for some glasses and I purchased exactly what I needed....exactly what I told him I came in for. I told him that I wanted a refund for the out of pocket $205 he had talked me into paying for "progressive", "bifocals". Things I clearly did not need as I couldn't see a thing out of the glasses he gave me. I told him I of course had no issue with him still billing my insurance for the exams. (guessing he charged for all 6-7 visits he made me come back for before I was ever in possession of any glasses). I did emphatically continue to call his office every 2 weeks reguesting my $205. back. I have been told he would get back to me each and every time. I am still waiting for a call back from ***

  Customer Answer

  Date: 09/03/2024

  You do not have the correct Dr. nor my correct ph#.  Correct Dr. is Dr. David J. Casper, 151 Springfield Ave., Joliet, IL 815-744-400.   My correct Ph# is 815-768-7637.  Please update your information and resend the complaint to the correct Dr. as I have already been waiting almost 7 months for resolution.

  Customer Answer

  Date: 09/03/2024

  151 S. Springfield Ave., Joliet, IL 60435 Ph# 815-744-1400

  Business Response

  Date: 09/27/2024

  To Whom It May Concern:
  
  Patient Lisa Hall had a Vision Examination for glasses on March 13, 2024.   When a patient has a vision insurance plan in a network, that network’s laboratory must be used to allow the patient to exercise the benefits offered within the vision plan.  At the time the patient initially contacted our newly opened office, we were in process of arranging laboratory contacts to utilize in various networks.  As a result, initially we experienced delays in processing lab orders.
  The patient chose an eyeglass frame, conveyed the type of lens, as well as lens options that she wanted to purchase through her insurance plan.  The glasses were received by the patient.  The patient, who is diabetic,  ordered  progressive addition lenses, (PAL), commonly known as ‘no-line bifocals.’
  She returned, indicating that she was not seeing as well as she would like and was not comfortable with the glasses.   The patient stated that SHE DID NOT WANT DISTANCE GLASSES, ONLY GLASSES FOR COMPUTER USE.
  She had another refraction to determine the latest prescription at no additional charge.  Her prescription had changed since her initial refraction which is not that uncommon for a diabetic patient.
  The glasses were ordered and  fabricated a second time, a bifocal only  for computer use. The top portion is focused on the monitor, the bottom portion is focused  on the keyboard.    The patient CHOSE not to pick the glasses up.  Several communication were made to the patient via text and or phone voice mail.       The patient REFUSED  to pick them up.
  Insurance plans, as well as our policy is, briefly;
  One exchange of lenses.  NO REFUNDS.
  All patients are presented this at the time of pre-registration.
  Worn glasses are NOT resellable.  Eyeglass prescription lenses are fabricated to exact specifications which are not reusable.  This is a custom made purchase.
  We make a pair of glasses.  If it is necessary, the glasses are remade according to the insurance guidelines.  Almost all provider networks offer ONE remake. The insurance lab DOES NOT OFFER REFUNDS.  If we participate in these networks, our policy MUST be the same.  Our office offers the same policy.
  One exchange of lenses.  NO REFUNDS.
  This patient decided NOT  to pick up her requested computer glasses.
  
  Sincerely and respectfully,
  
  David J. Casper, O.D.

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22176114
  
  I am rejecting this response because:  I AM NOT DIABETIC.  He assumed that more than once and I kept correcting him that I was not diabetic.  He kept getting me mixed up with another patient.  I kept telling him all I wanted were reading glassed.  He would not listen to me and kept saying I needed all these extra items and I clearly told him more than once that I did not.  In fact, I told him when he asked me for $475 that I am sure that he was not giving me the correct glasses.  I decided that I certainly didn't need sun darkening glasses in order to read at my computer and refused to pay for that.  He insisted I needed bi-focals.  He said when you get them just try them out.  I emphatically told him I was not interested in bobbing my head up and down at my desk.  I gave him the $205 and he said when the glasses came in I was to try them out and if I didn't like them to bring them back.  I had way more than 1 appointment on March 14th.  Each time I came in he started the entire process all over again...speaking all about himself..and again kept saying "well, since you are diabetic"  and I kept correcting him that I was NOT diabetic.  He ordered these glasses under the assumption I was diabetic and I want my money back.

  
  Sincerely,
  
  Lisa Hall