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:05/07/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  In the spring of 2020 I had Lasik eye surgery at Katzen ********* in ******, MD. The surgery was just find and I am happy with the results. The cost of the procedure was approximately $2,700.During that lead up to the procedure, I was told that it was better if I used care credit rather than pay with cash or credit card and that if just made the payment stipulated on the website I would pay off the debt without penalty or interest. As a point of clarification I was happy to pay cash and had sufficient funds to do so. It was not disclosed whether Katzen ********* got paid a commission or similar remuneration for this transaction.I took the advice of my healthcare provider and setup the CareCredit account. I setup the stipulated payments online and thought nothing more of it. I recently (April 2025) found emails in my spam box from CareCredit and I went online to check my account. There I found out that I still had a balance of greater than $2,500 and that I had been subjected to an interest rate of as high as 32% for almost 5 years. Put another way, I have been making monthly payments for almost 5 years and have paid the balance down less than $250. I reached out to customer service to explain that I was surprised by these results and that I was happy to pay off the balance but that I requested some remediation or middle ground around the roughly $3,000 of interest that I had paid. I politely escalated the conversation to higher levels until I was told that no adjustment would be made to my account.With all that said, I write today to complain about deceptive marketing practices by Katzen *********. I take responsibility for my lack of attention to detail, but I would like to come to a negotiated solution regarding some middle ground with respect to the outrageous amount of interest charged on my account. If nothing else, I hope the marketing practices can be stopped so that other consumers do not fall into the same usurious trap that I have.

• Initial Complaint

  Date:03/13/2025

  Type:Customer Service 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 went to the Katzen ********* (************************* ***********, Md.21093) on Jan 29th. The optical department, specifically the optical ****** ******* leaves a lot to be desired. He was extremely rude, and he removed my name from the sign in sheet 3 times! I also thought he was going to physically assault me. He was screaming at me & other workers for them to stop me, simply because I was walking down the hallway! As a 68 year old woman, I felt threatened & afraid. I really felt like he was going to do bodily harm to me! Another manager tried to address the situation with him, and he became irate & belligerent with her. His immediate supervisor called me and apologized for his behavior. Supposedly HR was made aware of his behavior, I dont know what the final resolve was. After going to Katzen for over 19 years, I have reservations about returning to Katzen. My entire family goes to the *********** location. Maybe its time for a change. This truly saddens me.

  Business Response

  Date: 03/21/2025

  I am thankful that Ms. ******* accepted my call today to discuss her complaint.  I am truly sorry that you experienced such behavior, and we have taken this incident very seriously.  We take pride in our services and will continue to guide our staff to provide the highest standards of care.  We value your devotion to the practice and hope you will allow our team of professionals to continue to treat all your eye care needs.

  Please feel free to contact me directly with any additional questions or concerns.

  Yours Truly,

  *** ******

   

   

   

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23059480
  
  I am rejecting this response because the phone call was for a billing issue, that briefly touched on the original complaint against *******.  My response is as follows:

  Hello ***,
  
  Thank you for your response.  However, there are two issues at hand.   First, the purpose of this call was to discuss a billing issue.  On January *******, a Katzen billing person called me to discuss a $10 balance.  I disputed this amount, because I always pay my co-pay at the time service is provided.  The representative proceeded to say "the $10.00 balance occurred in September 2023.  It was also stated "that in September of 2023 I paid $398 but my insurance did not pay $10."  This fact was unbeknownst to me.  My response was to request a detailed audit printout of my payments.  As an ex-auditor, I know how to follow payments.  The call ended, and I decided it would be best to handle this problem in person.  I went to the office at noon on 1-21-2025; after I located Katzen payments on my bank statements.  The office manager was very pleasant and stated that you (***)were reviewing my file and that you would contact me today (1-21-25)regarding a resolve.  As I was anticipating a call from Katzen, and the caller ID said **********************; I answered your call.  We discussed the billing problem, and you apologized for the confusion.  You also stated that Katzen has a new system in place that should avoid situations like this in the future.  In addition, Katzen will be utilizing text messages & email notifications going forward.   As a resolve, Katzen issued the credit.  While I appreciate the $10 credit, if I owed the money, I would've paid it.  
  
  
  The second issue was the inappropriate behavior of the optical manager, ******* that occurred on January 29, 2025.  In your response, you said 'I'm glad you accepted my call."  This implies you've called before & I did not answer.  I have been patiently waiting for over a month to see how Katzen would address this unfortunate situation.  There's no way I would not answer the phone!  Even if I missed the call, a text message could've been sent.  My voice message is full, so message could be left.  I'm sure we just never connected, for whatever reason.
  
  
  Anyhow, you stated Katzen is taking this incident seriously.  I would like to know how this is being taken seriously.  What steps are being taken to ensure no customer is humiliated by a ********************** representative shouting "STOP HER, STOP HER!"; or Cornered by 6'3 white man that was trying to intimidate a 68 year old African American woman; or taken out of the cue three times (my name scratched off on the sign in sheet) to be serviced; only to be seen by the same man after all of this occurred that said in his most condescending/ passive aggressive tone as he smiled "what brings you in today?"  Seconds later, he turns away to say, "I'm not playing this game with you and walks away!"  
  
  
  While I accept Katzen's apology, he needs to sincerely apologize in person (face to face) as well. Is there any in-house training he will be taking?  Is there a probation period?  Lastly, I just don't believe he is management material, and he should be removed from this position.

  Warm regards,

  ******
  
  

  Business Response

  Date: 04/14/2025

  Our HR department conducted an investigation and has taken action in response to the incident.  Management is closely monitoring his performance to ensure he is meeting our expectations.  Please understand that we are not at liberty to disclose specifics since we are obligated to maintain confidentiality in the workplace.

• Initial Complaint

  Date:06/18/2024

  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.

  I have left 8-10 voice messages and 1 email for the optical department since April 30th with no return call and now it is June 17th. Initially I wanted to order contact lenses but am so fed up now that all I want is to have my glasses and contact lens prescriptions emailed to me so I can go elsewhere. I am very happy with my doctor, Dr. ***** but the optical department is horrible. I have been a patient for 35+ years and have never had so many problems as I have in the past year.

  Business Response

  Date: 07/02/2024

  To whom it may concern. Complaint #********

  We have received a text message via ******* **** who is the location manager at Katzen, ***********. Ms. ***** acknowledged the fact she has received her contact lenses. She will schedule a follow up with **** once her current situation allows.

  Please reach out to me directly if there are any further questions.

  Regards,

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

   

  Customer Answer

  Date: 07/31/2024

  Please be advised that ******* **** resolved my issues and was very polite and efficient. I feel confident that he will assist me with any future needs.

• Initial Complaint

  Date:04/05/2024

  Type:Customer Service 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.

  04/05/2024 Rude, lazy and overpriced. I am never coming back Seriously what a attitude! I walked in to have glassed with scratched lenses repaired. I was told to sign in which I did. They were serving another customer. Once finished the guy behind the counter gets up and starts socializing. Literally i could hear the conversation and it had NOTHING to do with work. I asked how long it might take and he replied i will help you once i am ready and walked off to the back. In the mean time more customers are signing up. When he does finally show up he asks what he can do. I tell him i need my wife's lenses repaired. He says they cannot be repaired sliding them back. I the say how about replacing the lenses? He says that is different than a repair. Like I should know the semantics of his business. He then says "we will call you when the lenses come in" and turns away. The guy was so rude. *** I never raised my voice or said anything besides what I was needing from Katzen. When you try and call there is no way to get a human or even leave a message as their phone mailbox is always full (there is a bad sign)

  Business Response

  Date: 04/26/2024

  To Whom it May concern: 
  
  The individual alleging this complaint came into the optical department at Katzen ********* for his wife, the actual patient. ******* ***** arrived in the optical department, walked to the administrative assistant, and demanded to be taken care immediately stating, I do not have time to wait for you all. 
  As the department manager, I stepped out to evaluate the situation and see what I could do to help. ***** then turned his anger and frustration (unknown why, as we have never dealt with him before) on me. He began to raise his voice, exclaiming that waiting to be seen was unprofessional and unrealistic. I advised ***** that these were the policies and procedures and, unfortunately, he would have to abide by them, and we would take care of him as soon as possible.  
  His turn came and I decided to help him so no other optician would bear the brunt of his demanding disregarding demeanor. He sat at the desk, threw glasses at me, and told me to Fix them. I asked ***** what he needed fixed. He stated, Look at them and fix them. 
  I again tried to understand and asked what needed to be fixed, at which time he raised his voice, calling me derogatory names and spewing insults. I realized there was a scratch in the optical center of the glasses and asked ***** if this was what he was referring to. He exclaimed, Wow. great job,. He then walked away without saying another word and did not return. ******* ***** felt as if we did something wrong, but, in this situation, everything was done according to policy and procedure. ***** was never treated with anything except the exceptional service we provide for every patient and customer in the optical department at ********************** *********.  
  With this said, the alleged complaint is unfortunately a fabrication of the truth of what occurred and the actual factual events of the situation. I hope this provides better insight into the situation as it happened.  
  Mr. Cruits wife, the actual patient, did return to the optical department a few weeks later. She mentioned nothing of this incident which is being reported and I have a great relationship with her and have worked with her many times.  

• Initial Complaint

  Date:11/02/2023

  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 left glasses there to have tint and prescription put in frame. Was given a person to contact with an extension. Phone Judy rings no voicemail and when I CAN GEY SOMEONE ON THE PHONE IM LISTENING TO MUSIC FOR A LONGTIME UNTIL I END THE CALL. I asked to speak to whoever is in charge and I’m listening to music again. I asked to email the supervisor and have them call me. NOTHING.

  Customer Answer

  Date: 11/29/2023

  I have not heard back from this company and they still have my Versace frames I left for them to put the lens in. I want my frames back. This is too long to have my personal frames. This is not acceptable and is a VIOLATION OF MY CONSUMER RIGHTS. 

  Business Response

  Date: 11/29/2023

  Good Evening,

  I spoke to ******** ******* today (11/29) after receiving a phone call from ********  

   I've also requested for our Lutherville Optical manager to call patient tomorrow (11/30) as well.

  I would also like to add that we have been experiencing issues with receiving emails for complaints which is why there was a late response.

  Thank you,

  Melissa **

   

• Initial Complaint

  Date:03/30/2023

  Type:Billing 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.

  On 11/14/22 I visited the ******************** of Katzen with my prescription in hand and asked for a price for a new pair of prescription sunglasses through my employer sponsored eye plan (VSP). I provided all relevant information for the Optician and was given a price of ******. I agreed to that price and paid the amount in full. I received my glasses in 3 weeks and was very satisfied with them. On 3/15/23, I received a bill from Katzen stating I owed an additional $23 ....... and that the amount was 90 days overdue. I immediately called the number provided on the bill and explained that I paid the full amount requested at purchase and did not see that I should owe any additional monies. They replied that they could not make any adjustments and that it would be going to collections asap. I then called the ************* where I purchased glasses and was once again told that they could not help me with my bill and I asked to speak with a manager .... was told that ****** ******** would get a message to call me .... I never heard from her. I called again to same ************* a week later and asked to speak with Ms. ******** and was instead connected to the Optician that originally waited on me (*******). He said they (he) made a mistake and did not give me the accurate amount due when I purchased the glasses but they could not take the $23 off of my account and it would go to collections. I asked again who I should speak to about this and his only suggestion was to call my eye plan provider (VSP) since they were the only ones who had the ability to tell Katzen's billing that I should not have to pay the $23. So, in summary, Katzen admitted they made a mistake but seem unwilling to rectify the situation and they are threatening me with collections for their mistake.

  Business Response

  Date: 05/05/2023

  From Business..

  

  To Whom It May Concern:

  
  

  Mr. ****** visited Katzen ********* on 11/14/2023, where he purchased a set of glasses in the amount of $277.22. During the quote period, where the optician prices eyeglasses through the insurance provider, Mr. ****** was unfortunately misquoted by *****. Katzen ********* fully admits this mistake as a human error, as we tell all patients this is a quote. All Katzen ********* patients receive a receipt at the time of purchase, which states: Any quotes regarding payment are NOT a guarantee of payment. You will be responsible for any balance not covered by insurance. Any questions regarding coverage should be directed to your carrier.

  
  

   As we do understand the inconvenience caused to Mr. ******* this is unfortunately a payment that cannot be written off by the company. Katzen ********* has a contractual obligation to collect all payments from a customer that are required by their insurance. Mr. ****** has asked to speak with a manager here at Katzen and was called immediately by ******** the optical manager at Katzen ********** ******* where this was explained. Katzen ********* again understands that this caused an inconvenience to one of our customers and is and will do everything in its power to train and educate our staff to better quote pricing to our patients. Mr. ****** was advised that the balance could be sent to collections but that this was not something that the optical department had control over. Mr. ****** called in after the conversation with the manager at ****** and did pay his bill which we thank him for. As stated, we apologize for this inconvenience again and will do everything in our power to provide additional training or support to staff members responsible for quoting prices to ensure that mistakes like this do not happen again. This could involve reviewing procedures, double-checking calculations, or providing additional resources to help staff members accurately determine the cost of services.
  

  
  

  Thank you,  

  ******* ***** **** 

  Lutherville/Towson Optical Manager 

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19870543
  
  I am rejecting this response because:  Katzen's response is totally inaccurate other than they made a mistake and refused to do anything corrective about it. The Manager (*******) was actually the person that waited on me, not one of his staff as is implied on the response. I had to call the Optical Deptpartment 3 times to ask to speak with the Manager and each time was told nothing could be done. I was only called by ******* after I filed the complaint with BBB ....... all he said when he called was that since I had filed the complaint, they would not try to help me rectify the situation and it would be sent to collections .... all for a $23 mistake they made .... 3-4 months after the purchase with an initial bill that said the amount due was ****** days in arrears. I paid the amout to protect my credit after it was obvious they had no intention of doing the right thing. I was also told on 2 previous calls that the Manager was another individual who never returned my messages ...... they threw ******* on the line on my third call to them since he was the person that waited on me and was the one that obviously made the mistake. I have doubts that he is actually the Manager. 
  
  Sincerely,
  
  ******* ******