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:01/29/2024

  Type:Product 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.

  Over the last few months up to now, my eye doctor who I've seen for years and years refuses to help me with my glasses. They are scratched up, and it's making them hard to see. They are claiming I have to pay for an appointment first before they will even try to help. These glasses are very scratched, and I paid for anti-scratch protectant. I told them that I am having a hard time seeing, and they don't care. That is not how you treat customers. What a rude, uncaring business this is.

  Business Response

  Date: 01/29/2024

  We are very sorry to hear that ****** has had a less than satisfactory experience with our office.  Our mission is to provide the highest quality eye care while making our patients feel cared for and cared about and I want to find a way to remedy the issue of ******* scratched lenses.  I have taken the time to speak with my staff and both my office manager and optical manager to fully understand the situation.
  Our office has had multiple correspondences with ****** over the past couple of months. I have reviewed the text communication obtained via our patient communication portal called Weave and have listened to the phone call where ****** spoke with my lead optician *******

  
  ******* last examination at our office occurred on 5/11/2021. I personally performed her examination where she was prescribed and purchased glasses.  At this time she chose a lens package that included a scratch warranty that covers the lenses if they become scratched for any reason for up to two years.  We will replace the lenses as many times as necessary during this timeframe at no cost to the patient.  The **************** requires a valid glasses prescription to place a lab order.  ******* glasses prescription expired on 5/11/2023.  We are legally unable to fill an order for replacement lenses without completing a new examination of her eyes and vision or unless she presents a valid prescription from another office. 

  
  There was no communication between 2021 and a text conversation that occurred in November of 2023 using our Weave app.  At that time ****** scheduled an examination at our office.  On November 16, 2023, ****** reported to our office for her scheduled exam. However, once in the office she reported that she did not have time to complete the 30 minute examination and just wanted new glasses. We explained to her that a valid prescription is required to order lenses due to state laws.  She left without completing an exam and did not order lenses, repeating that she does not have any extra time to be in the office.  

  
  There was no follow up or no communication from that date until Thursday January 25, **** when ****** called our office and spoke to my lead optician, ***. During the call ****** reported that she needed new lenses due to scratches that were limiting her vision. *** explained that her prescription had expired and that she would require an examination before we could order new lenses. ****** reported that she was concerned about getting into a major car accident. *** offered to schedule an appointment at Angelas convenience. ****** said that she would prefer to find another eye doctor and hung up.  
  We are very willing to take a look at her frames and see if there are any adjustments we can make to improve the comfort of the glasses.  There is not a way to remove the scratches without changing the prescription.  Unfortunately, this means that we cannot make new lenses or get rid of the scratches without a new valid glasses prescription (which can be obtained here at her convenience or any other optometrist's office if she prefers).

  
  We would love the opportunity to help ****** improve her quality of vision and keep her safe. We do care very much and will do anything possible and legal to help her get new lenses. Please contact me personally at ************************************ or call my office anytime at ************ if we can be of any assistance going forward. 
  

  
  

  Customer Answer

  Date: 01/30/2024

   I am rejecting this response because: You continue to deny what I need and are blaming the customer, which is wrong. I have talked to other eye doctors who have at least tried their best to clean the glasses for me, and that has helped somewhat. What matters is they cared and wanted to try. You guys do not care. You can say you do as much as you like, but actions speak louder than words. I work 7 days a week on making sure all my clients are getting their individual needs met. I am a business owner and founder. I unfortunately do not see this same attitude in most other businesses, which is sad.
  
  
  

  Business Response

  Date: 02/01/2024

  I am very sorry for this misunderstanding.  I want to clarify what we are able to do for ****** to help rectify this situation.  

  
  Please bring the scratched lenses and frames into our office anytime and we will repair them to the best of our ability, in the office. We would love the opportunity to clean the lenses, adjust the frames, provide new nose pads, make sure the frames are in alignment and fitting as well as possible.  We always provide these services at no cost to anyone who walks in the door needing help with their glasses, whether the glasses were purchased at our office or now.  We absolutely will attempt to improve the situation with her current glasses and lenses and maximize the vision she can obtain through them. This is something we care deeply about and feel that it is a very important service to provide to our patients and community without any cost or strings attached. 

  
  The only thing we cannot legally do is order new replacement lenses for the current frames that she is wearing.  Legally we are required to hold a prescription that is not expired to submit a new order. 
  I am very sorry if the service of cleaning and adjusting your current frames was not offered to you while you were in our office in November. We should have offered to look at your current frames at that time and see what could be done to improve them.  I sincerely apologize that this did not happen. 

  
  I truly hope that we can meet in the middle on this misunderstanding.  I would love the opportunity to help you and make the situation right.  I will do anything that I am legally allowed to do to help improve the situation with your glasses.  All we need you to do is bring them in anytime at your convenience (no appointment required) and we will attempt to clean and adjust the frames. 

  
  I sincerely care about you and all of my patients and want to help resolve this issue. Please allow us the opportunity to help you.