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:04/13/2023

  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.

  My family has been going to the Vision Art Eye Care for many years. So, filing this complaint feels strange to me. But the unjust treatment I received deserves a mention; and perhaps, a correction. I bought a new designer glasses from an online vendor and had lenses fit in at the Vision Art Eye Care (****) about a month and a half ago. My wife picked up the glasses on my behalf after they were ready. The glasses needed an adjustment as they fit loosely. So, after a day or two, I went to the **** to get the frame readjusted. After waiting about ***** minutes, the manager (*******) came out with bad news - stating the frame broke while adjustment. She could not repair or replace the frame. She could not reorder a new pair of lenses if I chose a new (different) frame from their store. If I bought the exact same frame from another vendor (as they didn't carry this frame), she could replace the non-prescription lenses with the prescription ones from the broken frame. Now, I am wonder if the **** should take ownership and correct their mistake. Or at least, offer a plausible option. Every year, my family spends a fortune via insurance and out of pocket at ****. I just didn't expect this type of treatment from them.

  Business Response

  Date: 04/13/2023

  ********,
  
  Thank you for taking the time to leave us a review and we are sorry you didn't have an exceptional experience here at Vision Art Eye Care. 
  
  Unfortunately, when outside frames are brought into our office to be sent to the insurance lab we are very transparent in communicating with you the consequences of using a frame that is not supplied from our office. For this reason, a waiver is signed at the time of ordering because quality can vary based on quality from manufacturing.  We know things like this can happen and it is recommended that frames for new orders have a warranty. 
  
  For clarification, the frame did not break in our office because it was not adjusted to you at the time of dispense. We always recommend for the patient to personally come in at the time of dispense, so any final adjustments can be taken care of. When you brought in the frame, we did our best to repair the frame defect. 
  
  As you stated, we offered you a solution for the problem/misfit frame you brought into our office. If you are able to get a warranty replacement from the original frame vendor, we are happy to add the already edged lenses into the same frame style you have currently. While in the office you asked if we can fit the current lenses into another frame, and unfortunately this is not an option; however, we are able to restyle you with a different frame you select from our office and new lenses would need to be ordered from the lab.
  
  We apologize if you did not have a great understanding of your options when you left the office. The expectations at our office is for you to have the best experience in eyecare and we would like to invite you back in to have this issue resolved. As always we are happy to help you and your family the best and fair way we possibly can. 

  Respectfully,

  VAEC

  Customer Answer

  Date: 04/16/2023

   
  Complaint: 19930400
  
  I am rejecting this response because:
  I came in to get the frame adjustment, albeit a couple of days after my wife picked up the frame. The frame was fully functional and was broken by one of your employees. 
  

  in terms of getting a frame from your store and ordering a new set of lenses, is VAEC going to cover the cost of the new lenses? 

  Sincerely,
  
  ****************

  Business Response

  Date: 04/17/2023

  Yes, we will put new lenses in a different frame for you. You'll just need to come back into the office so we can assist you. This was always an option to resolve your issue and referenced in our response to your message. We are always happy to assist and make sure you are completely satisfied with your purchase. This has always been our policy with you, your family and all of our customers.