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Business Profile

Optometrist

2020 Onsite

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optometrist.

Complaints

This profile includes complaints for 2020 Onsite's headquarters and its corporate-owned locations. To view all corporate locations, see

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2020 Onsite has 2 locations, listed below.

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    • 2020 Onsite

      29 Garden St Everett, MA 02149-4510

    • 2020 Onsite

      278 Barker St North Andover, MA 01845-1123

    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 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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    • Initial Complaint

      Date:04/15/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      On 4/9/24 I visited 20/20 onsite to get an eye exam. I was told because I didn't want to buy glasses right then and there I would have to wait 24hrs for my prescription to be emailed to me. It has been a week and they refuse to email me and refuse to respond to my messages requesting my prescription. This is fraudulent and at this point the business should not only provide me my visit details including my prescription but refund my payment for the exam.

      Business Response

      Date: 04/18/2024

      Our business, 20/20 Onsite ************************************* provides mobile eye exams. Once you complete your exam, the prescription for glasses or contacts is uploaded to our secure patient portal that is accessible via our website under the patients tab, *************************************. A patient complained to the BBB saying we withheld their prescription which was not true, they just did not realize how to sign up and access the portal that holds their document. All they needed to sign up was the email that they signed up for an exam with and to create a password to create an account. A PDF copy would have been accessible. This patient claims they reached out 5 different times. The first time I recieved contact from them was on April 15th at 3:41pm. Our office was closed for Patriots Day so I got back to him ASAP this morning 4/16/2024 once I saw the message. Please reach out to ***************************** or ************ for any further clarifying details.

      Customer Answer

      Date: 04/18/2024

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      The business did not inform me I could simply access a patient portal until after this complaint was filed. Which is in fact withholding information including my prescription. Failure to provide that information is the basis of this complaint and I disagree with their statements that the responsibility to access my documents was my own. Now that I have been instructed on how to obtain my documents I have them however I believe the business should admit their fault as their representative did withhold the appropriate information in regards to how to access the documents and I do have several emails that according to the business where never received of which the fault remains to lie with the business not with me. I feel an apology as to the withholding of documents, understanding, and access is still in order. 

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      *******

       

       

      Business Response

      Date: 04/22/2024

      We spoke to this customer over the phone, apologized and ensured they have access to the patient portal. We apologized we were not clear in our prior communication. The patient now has full access to the documents they need. 

    2020 Onsite is NOT a BBB Accredited Business.

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