Complaints

This profile includes complaints for Norman & Miller Eyecare - Avon's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Norman & Miller Eyecare - Avon has 10 locations, listed below.

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  Norman & Miller Eyecare - Avon

  5250 E US Highway 36 Ste 240 Avon, IN 46123-9142

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  Norman & Miller Eyecare - Avon

  117 E Main St Lebanon, IN 46052-2521

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  Norman & Miller Eyecare - Avon

  408 W Market St Crawfordsville, IN 47933-1600

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  Norman & Miller Eyecare - Avon

  750 E Main St Delphi, IN 46923-1327

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  Norman & Miller Eyecare - Avon

  1410 Union St Lafayette, IN 47904-2060

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:11/07/2024

  Type:Service or Repair 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.

  I had an appointment schedule with a specific doctor. The day of my appointment the facility lost internet, I was told my doctor was an hour behind ( after I was roomed). Another person came in and quickly went through my exam. Glasses were ordered the same day. 2 weeks later I went to pick up glasses and was told the prescription was written wrong( they reversed numbers). I have been back 4 times with no success. They are refusing to refund my insurance company. I did not see my doctor and have not received any glasses.

  Customer Answer

  Date: 11/08/2024

  My issue with the company has been resolved and all money refunded to my insurance. 

  Business Response

  Date: 11/19/2024

  Please find attached documents showing we did in fact refund the patient, we also did start the process to reverse the insurance and that she could have new doctors office call the insurance to expedite her reversal and lastly a copy of the amount of times the patient was scheduled and she changed the appointment.  

• Initial Complaint

  Date:09/16/2022

  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.

  This eyecare business has failed to meet the minimum expectations of providing fast quality care. My wife and son went to this place because they were on their insurance as a provider. Everything seemed fine at first but then came the issue of contact lenses. My wife requested a monthly contact lens prescription and I KNOW she did as I was in the office. She was sent home with a pair of samples which ended up not being favorable. Upon returning for a checkup. It was determined to try different lenses. We had to wait for at least a week as they had nothing there. I picked up the lenses and brought them home. The first thing my wife notices is that these samples are for dailies. NOT what she requested. The second thing she noticed was that the prescription was incorrect. Her of prescription was stronger than the ones they sent me home with. They are useless for my wife to try and wear. She should know, she's been wearing them since she was a child. Upon calling the office, the person was rude, spoke over my wife and basically told her it was her problem and that she should be happy as her eyes got somewhat better (can you believe this). I am disgusted with this company and other people need to be warned of the unprofessional behavior that was displayed by this office. No wonder the parking lot is always empty

  Business Response

  Date: 09/26/2022

  Hi, this is ******** (store manager) with Norman & Miller Eyecare. My Optician, *****, spoke with patient ******************************* on 9/13/2022. She called 5 minutes before we closed and wanted to tell us she was unhappy with contact lens trials that she was trialing for **************. ***** tried to explain to the patient that it would require her to come in and see the doctor for a check to confirm what is not good with the contact lenses prescriptions? Especially since she was a new patient with us. Follow up visits are standard for most offices when there is correction needed for prescriptions. Always wanting to make sure that we are not finalizing an rx the patient is unhappy with. There is also no additional charges for follow up visits. When she initially came in for the exam she was given a monthly contact lens to trial and then when she came in for follow up she told the doctor she was okay with them and he said they discussed putting her into the same daily lenses as her son. Husband was not at this appt, but was for initial visit. We do not always have trials in the office (there are way too many contact lenses out there for us to be able to stock them all, especially astigmatisms). So we did have to order them for her, which did take about a week to get and again this is standard time frame for these. Patient had claimed that prescriptions were different from monthly lens to daily lenses and they were exactly the same, just a different manufacturer. Her glasses prescription is different though. My optician, ***** that spoke with patient was interrupted repeatedly by patient and was really never able to get to talk and let her know all info. Patient just kept getting mad and said she had not time to schedule for this and wanted her prescription. When someone tells us they are unhappy with either trials she was given, this is something that must be scheduled and talked over with the doctor, he is the only one that can change the prescription and finalize this. My optician never told patient that this was her problem and to deal with it. I over heard the entire conversation. At the time of the call I do wish the patient would have asked to talk to me, the office manager, if she was unhappy with how it was being handled. This complaint was unnecessary. She was never treated badly while in office or on the phone. Patient was very rude to my optician, at the end of the conversation she replied with some curse words and hung up on my staff. Dr said he has finalized the monthly lenses for her, since she said they were okay but not perfect. If she would like to schedule with him to get this resolved further she can call us. If she would prefer to go somewhere else we would be happy to forward our info to another office also. I understand patient is requesting also an apology from my optician she spoke with, and I have no problem with this, but I also feel they way the patient treated my staff was uncalled for as well. Please let me know if there is anything else we can do for you or the patient.  
  

   

  --

  Thank you,

  ********

   

  Norman and Miller ******** ****

  5250 *********** #***

  ****, ** 46123

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

   

  Customer Answer

  Date: 09/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I go to EVERY appointment with my wife and I was at BOTH of them at this store. At no time did my wife agree to dailies and she ALSO stated she did not like the way the lenses were fit - she did not want for astigmatism, I believe. This is why we go to each other's appointments to be a second set of eyes and ears. Office manager states that they can forward her prescription, but the prescription is wrong. How does that make sense? A refund would be more applicable since we now have to go to another place and start all over again, MINUS her insurance benefit 
  
  Regards,
  
  *************************

  
  

  Business Response

  Date: 10/03/2022

  We would be happy to refund the patient for the contact lens fitting she paid for of $60. We would need a credit card to do this and she is welcome to call us and we can take care of this over the phone. The Co-pay and extra screening she did in the office were things she accepted when she signed paperwork for this visit. I understand they are not happy with the prescription that was finalized but this is what she had requested at the time of the phone call to us. If she is unhappy with the prescription she would need to come in and discuss this with the doctor. ***** can not change prescriptions as requested, only the Dr. can do this and this was all explained to the patient at the time of phone call.
  

   

  --

  Thank you, ********

   

   

  Norman and Miller ******** ****

  5250 *********** #***

  ****, ** 46123

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