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:03/27/2024

  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.

  I am 92 years old. I came to Advanced Vision Center with a prescription on March 20, 2024. The receptionist was extremely rude and stated they could not prepare glasses for me. After some haggling, an old technician appeared who was more agreeable and promised just to make glasses that would be covered by my insurance. The receptionist gave me the wrong receipt for the wrong person (not me), and now a week later I do not know whether they are preparing glasses and calling them on their phone to no avail. Nobody returns the calls. So this business has no respect for old disabled people and is very unprofessional.

  Business Response

  Date: 03/28/2024

  Thank you for bringing this matter to our attention.
  
  First and foremost, I would like to clarify that ********************** himself did not visit our office; rather, his son arrived without a prior appointment while our front desk associate was attending to another patient.
  
  Our associate informed ************************** son that she would assist him as soon as possible. When she became available, ************************** son insisted that we replicate the glasses made for his father on 03/19/2019. However, our associate explained that there had been changes to ******'s insurance since then, necessitating a review of pricing. We made it clear that the insurance coverage for ************************** glasses had altered, resulting in additional out-of-pocket expenses and based on the type of product requiring ********************** to accompany his son to have measurements taken.
  
  Furthermore, we explained the revised benefits structure provided by the insurance company. We also needed ********************** in the office to take specific measurements to complete the eyeglasses purchase before we could submit his order for fabrication. 
  
  Despite this, ************************** son seemed displeased with the standard procedures required for accurate purchase ( The required meant to bringing in his father for the measurements). Subsequently, our lab technician proposed an alternative solution that would fulfill ************************** needs without the need for in-office measurements or his presence.
  
  Upon considering this alternative, ************************** son opted to proceed with the second option and  purchase on the same day as this complaint was filed on 03/20/2024.
  
  Additionally, on 03/28/2024, we had a conversation with ************************** son at our office to address any misunderstandings. We confirmed that the glasses ordered on 03/20/2024 are still in the fabrication process. We provided him with another copy of his receipt and explained our office hours of operation, as ************************** son had encountered our automated voice service during high call volumes, particularly between 1-2 pm and at closing time. He expressed gratitude for our assistance and left the office.
  
  We want to emphasize that we have made every effort to assist ********************** and his son with their purchase and subsequent inquiries.
  
  Furthermore, we believe the categorization of this complaint as a "Repair Issue" is inaccurate given the circumstances described.
  
  Once again, we hope this provides clarity regarding the events of 03/20/2024 and our commitment to resolving ************************** needs.
  
  Thank you for your time and attention to this matter.