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Business Profile

Optometrist

Hauser-Ross Eye Institute

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optometrist.

Complaints

This profile includes complaints for Hauser-Ross Eye Institute's headquarters and its corporate-owned locations. To view all corporate locations, see

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Hauser-Ross Eye Institute has 3 locations, listed below.

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    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/24/2025

      Type:Service or Repair 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.
      I ordered glasses in the middle of March. At that time I was told it takes 2 weeks and Ill receive a call when theyre ready. After waiting 6 weeks for my new glasses I tried calling to see what is the reason for such a long delay. The option to reach the glasses and contact center is press 2. The phone just rings and rings with no answer. After multiple attempts someone from the medical side answers. She even tries to connect me but no one answers. This goes on for 2 days. After 20 attempts to reach this company Im done. When I finally do get through I informed them I want my $450 refunded, my frames that I supplied and my prescription that my insurance paid for so I can go elsewhere to have my glasses made. I have received nothing from them.

    • Initial Complaint

      Date:09/01/2024

      Type:Service or Repair 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.
      I believe ****** **** scammed me into making an appt that they knew my insurance wouldn't pay for AND TRIED TO SCAM me into eye glass frames with No Prices on them. I phone ******-**** to make an Eye Exam and confirm they accepted and worked with my ******** supplement plan so I would not pay out of pocket except for the Deductable. Prior to making the appt., they confirmed they did and there was no need for a referral. I made the exam appt for 1:00 4/3/24. I arrived early at my appt and confirmed once again that my supplemental insurance would cover the cost of the exam. They checked again and said it would but I would need to pay the Deductable upfront. I paid them using my bank card. The eye exam was the worst I have ever had and they did nothing out of the ordinary. When I asked where the glass frame price tags were, I was told they were removed during construction (there was no construction going on). A woman came out to assist and told me all the price tags fell off when I asked her about them. After choosing a pair of frames I was told they would cost more than $700. I said that was too high but asked to take the cost estimate with me and she said I couldn't. I did not buy frames there. Around the first week of August I received a statement/bill dated 7/26/24 for $212. I paid $50 more on 8/9/24. On 8/26/24 I phoned their billing department to discuss the bill. They stated the bill was denied because i did not have an eye exam and for what I had done I required a referral! I only wanted an Eye Exam and they did NOT do anything more than the other Drs I've seen. I was Never told I required a referral for anything when asked. I asked to speak with a manager and the woman said she would email the manager at ******-**** and if no one returned my call by 8/30, then I should call them back the following week. I told them I would be contacting the BBB if no one returned my phone call by 8/30/24.

    • Initial Complaint

      Date:06/06/2023

      Type:Service or Repair 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.
      Had Cataract surgery couple years and then had a blockage behind my retina, went to ********************* for injections that were supposed to help which havent, then they used a more expensive shot without telling me then charged me more, Ive went to a new eye doctor and found out that I had a stroke in my eye which no one at ********************* ever told me so Im not sure when that happened all they ever worried about was putting injections into my eye and taking my money Ive been dealing with the billing department for like 6 months or so getting the run around and being lied to, They finally decided to let me pay half the bill then they sat on my check for over a month before cashing it and it was supposed to be done with the bill but ** still getting calls about the other half of the bill. Im very aggravated and fed up with this whole company. All they do is lie and hardly ever return phone calls.

    • Initial Complaint

      Date:03/23/2023

      Type:Billing 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.
      I had an eye exam 12/16/2020 At Hauser Ross Eye Institute. A contact lens fitting was part of this exam. They said that portion was not covered by my insurance, despite participating in a 3 way call with the insurance company and business, where they were told it was covered under my plan. After a lot of back and forth I paid the bill, it was $75. We moved out of state, but I kept getting bills for this 2020 exam. I tried calling several times. I couldn't find, paperwork after the move and we had to switch banks so I couldn't access my statement history. I began to question if the bill had been paid and to be safe, I paid it again. To this day, more than 3 years later, I get a bill every month for a 2020 contact lens fitting. It has been very difficult to contact their billing department. I called once and actually reached a person who said they would fix it, it was never fixed. I have tried calling several more times, I've left messages, I have emailed, I tried social media, I even mailed their bill back with a note and the confirmation number of my payment. I am concerned that this is a predatory practice. I know a lot of older people are patients at this clinic and reoccurring bills for single appointments can lead to others paying the same bill multiple times.This has not yet reflected negatively on my credit report, but I am concerned and I want the bills to stop and my account to reflect my payment. I do not want to spend any more of my time dealing with an issue their billing department should have fixed years ago.

    • Initial Complaint

      Date:12/17/2022

      Type:Service or Repair 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.
      They prescribed glasses that were incorrect prescription and caused me severe headaches and I told the salesperson as I left the store that I cannot see or read well and they said give it 2 weeks adjustment and two weeks went by and I couldnt see so after multiple bills and calling them about matter they ignored i mailed glasses back which i have heard nothing about but another bill in the amount 622. I refused to pay for a service that is wrong

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