Complaints

This profile includes complaints for Eyecare Medical Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Eyecare Medical Group

  53 Sewall St Portland, ME 04102-2625

• 

  Eyecare Medical Group

  655 Main Street Saco, ME 04072

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:05/09/2025

  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 was scheduled for cataract surgery on Thursday, May 8th, 2025 Once an appointment was made for this procedure, I requested and received a cost estimate. I followed this up with 2 separate calls asking for and receiving assurances of what my financial responsibilities would be. The procedure, aftercare and co-pays were clearly spelled out that after my ******** contribution would be $270. This was confirmed in both phone calls to their office. My 2nd phone call I quizzed them that this was different from when I had my last surgery with no drops in preparation for surgery. Again I was told I was all set and the dollar amount was what my written estimate designated. Upon arrival for the procedure I was then told that testing and measurements would be an additional $450 that I was immediately responsible for and without it there would be no procedure!, I saved up to cover the cost that was quoted in writing and confirmed via phone calls as recently as the day before the procedure! I had arranged to take the day off from work (without pay), only to be held up without a gun when they demanded the additional $450! They acknowledged their mistake yet demanded the $450 to have the procedure. I was unable to get the funds upon their demand, so I lost a day of work and was denied service!

  Customer Answer

  Date: 05/20/2025

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 05/20/2025

  We sincerely regret that this patient had a frustrating experience at *** and appreciate the opportunity to respond to his concerns. After reviewing his account and appointment history,we discovered that due to a scheduling error, the patient was mistakenly booked for a laser evaluation and potential laser procedure, rather than a consultation to assess his cataract. As a result, the discussion leading up to his visit focused on out-of-pocket costs associated with the scheduled appointment rather than the cataract consultation.

  When the patient arrived, our team recognized the scheduling error and made efforts to clarify the nature of the appointment and the associated costs. We understand how this unexpected change could be upsetting, and a manager was promptly involved to help address the patients concerns and provide further clarification.
  
  Despite our efforts to resolve the issue and explain the situation, the patient remained understandably frustrated and chose to leave before a resolution could be reached. We regret that we were not able to fully address his concerns and are committed to improving our scheduling and communication processes to help prevent similar situations in the future.

  Customer Answer

  Date: 05/27/2025

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  ****