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:04/22/2025

  Type:Customer Service 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.

  On December 19, 2024 I went to an appointment at Dependable Eye Care. I had an eye exam purchased eye glasses. I was informed my glasses would arrive in January. I called in January - they hadnt arrived yet. I called again in February- they hadnt been shipped. I called again in March multiple times - no answer. I tried going to the business in person multiple times they were closed. I tried to call in April - no answer. I drove there on April 18, 2025 went inside asked about my glasses. I was informed they were still in shipping. I wanted a refund. First I was refused a refund and told to wait for them to come in. After a heated discussion with the owner I finally was able to get a refund. Although she said she would have to hold $10 for the exam so I only got $120 back, but also stated she had not charged my insurance yet. Why not charge insurance if you ordered the glasses. Why would it take months for glasses to come in but they never came. Any place else you go they arrive within a week or two. Did she ever order my glasses? Was she expecting me to forget I spent money on glasses and I paid in full. I will not be going back. There have been multiple people in the area with a similar issue even the owner herself stated some clients have waited up to 6 months for their glasses. I know I got most of my money back but I feel like the public should be aware of this business before making a purchase here.

  Business Response

  Date: 05/14/2025

  First,  This is the first I have received this notice from BBB.

  Patient was informed on December 19, 2024 upon placing order for glasses that it would take 4-6 weeks due to Holidays.  I would call patient when I received her glasses.

  I di respond to her phone calls and told her they were in process and being shipped.  I never know what I am going to receive once the lab is finished with the work and place them in shipping department.  *** had been and still are running delays.  ***************** was billed for services.  Patient was rude upon arrival on April 18, 2025  yelling and screaming at me for delays.  I tried to keep it civil but it did escalate to a heated disagreement, which I am sorry for that as it was unprofessional.  Patient  was refunded her $120.00  which is amount after copay on exam paid. ($130.00 copays on glasses and $10.00 exam copay).  I gave her her refund immediately even though I am to wait till it is settled with the ****************** Lenses were returned to lab.

  Customer Answer

  Date: 05/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  There nothing else that can be done, I just want people to be aware of what this business does after you place an order. 
  
  Sincerely,
  
  ****** *******