Complaints

This profile includes complaints for Kittery Eye At Wells's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Kittery Eye At Wells has 2 locations, listed below.

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  Kittery Eye At Wells

  112 Sanford Rd, Bldg B Wells, ME 04090

• 

  Kittery Eye At Wells

  99 US Route 1 Byp # A Kittery, ME 03904

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:10/03/2023

  Type:Product 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 was assured that if, after trying progressive lenses for a week I was unable to adjust, I could simply come back and they would make it right. What a fantastic lie this was! Sure, I was able to come back, and they were able to change my lens to a standard lens, but the technician told me I'd need to speak to a manager to discuss a refund of the difference in lens price, which he told me was $250. I tried to contact the manager two days in a row about getting refunded the $250 difference between the progressive lens and the standard lens, and was told each time that the manager had already left for the day. When I finally did reach someone by phone (not the same name of the person the technician told me to speak with) he was extremely rude and dismissive. He did not let me speak with the person I was told to speak to, and ended the call. Long story short, I was charged nearly $800 for a standard lens in a cheap frame. I would like to be refunded the difference.

  

  Business Response

  Date: 10/13/2023

  The patient has been refunded as requested. We spoke with the patient on the phone today. A check of $260 was sent via mail on 10/13/23. We apologize for the delay.

  Customer Answer

  Date: 10/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I have not yet received the check that was mailed on 10/13, but have no reason to believe it wasn't done. Thank you for your help in resolving this issue.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:08/17/2022

  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.

  On 1/28/2022, Optometrist ******************* from Kittery Optometric Associates (License #******* located at 99 *******************************************************************. wrote two prescriptions for my eyeglasses. One was for distance and near-sightedness, which would help me while driving and reading my dashboard. The other prescription was to help me clearly read my computer screen and also be able to read my keyboard and nearby text. In sum, both prescriptions were bifocals. I have been wearing such bifocals for many years.On August 6th, I ordered eyeglasses for both prescriptions from *************** What arrived were not bifocals but single vision prescription eyeglasses, which are useless to me. I contacted Kittery Optometric to speak with the optometrist, and during the conversation, I requested the correct prescription. The staff people told me that ******************* apparently failed to press a button that would have generated bifocal prescriptions. Also, the staff refused my request to speak to ************ twice. I asked to speak to an office manager. I was told that one would call back within 24 hours; no one called back. On 8/15/22, a staff person did call me and indicated that my prescriptions were waiting to be picked up.On 8/17/22, I went to ******* to order lens for my eyeglasses. ****, the optician, indicated that I needed two prescriptions and that the one I had was only for distance bifocals. I called ***** at Kittery Optometric Associates and placed **** on the telephone with him. He seemed surprised and indicated that if he could persuade ************ to wrote a new prescription, he would send it along via fax to *******.No prescription was prepared for me. In light of these negative issues with Kittery Optometric Associates, I request to be reimbursed for my two pairs of eyeglasses in the amount of $158.00 and compensated for my time and gas at: $70 X 3 = $210. The total amount is $368.00. Last, I need my prescription.

  Customer Answer

  Date: 08/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************