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:02/18/2025

  Type:Product 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.

  In August 2024. I ordered new glasses ( I am only allowed one pair per two years per my insurance) I was unable to see clearly with my new glasses. The optometrist said I should wear them for a month to see if my vision adjusts. Weird but I did as instructed. I still could not see clearly. They adjusted my subscription and ordered new lenses. Two of the optometrists tried put them in my glasses at Arnold Family Eyecare but they would not fit properly so they sent them off to a different lenses provider than the one that supplied the original lens. They came back and were perfect but a month later my frame broke when I was cleaning them. They agreed that it was too much manipulation when adding new lenses. They tried to add the new lenses to a sample frame, but had no luck so a new pair was ordered. Again blurry. Upped my subscription in my left eye and reordered. Picked up glasses today and my vision is blurry with them. I have been very patient and understanding up to this point but it has been 6 months! They did issue a refund but will not reverse the claim made to EyeMed because it will give them a deficit. This is not my fault. I have been wearing a pair of glasses for 6 months that give me a headache and are the wrong prescription. Now I am unable to purchase another pair for two years. I would like for them to reverse the claim made to ****** so I can have my eyes examined by a new provider and get a new pair of glasses in order to see properly. I am retired so full price is not an option for me.

  Business Response

  Date: 02/28/2025

  We are so sorry to hear about Mrs. ******* frustration with her glasses. It is frustrating for us as well. Every effort has been made to accommodate her, which involved us ordering 5 pair of lenses and 2 pair of frames. A prescription adjustment was made twice, the second one being to return to the original prescription after the patient chose it again. (Prescriptions are not just created, they are chosen by the patient when they are examined.) Of the 5 pair of lenses, one was made after the patient returned with a spot on her lens. And, another was made after the patient broke her frame and her frame was no longer available from the manufacturer. This meant new lenses had to be cut to fit in a new frame. 
  
  
  We value our patients and take great pride in providing exceptional care and concern for them. This means we often go above and beyond what other opticals offer. And, this is why we have never had this situation arise before in all of our years of business. 
  
  
  In this particular case, we refunded every ***** that the patient paid $579.40. We felt bad that she was unhappy and dissatisfied with our attempts to serve her. However, we spent a lot of time, effort and money in these attempts and our time and effort has value. In fact, all in, we spent significantly more on her glasses than she spent. 
  
  
  To address the patient complaint though, we would be more than happy to reinstate her insurance benefits. In order to do so, we would need the refund that we issued to the patient to be returned to us. In exchange, we will send the $187.50 that the insurance company paid us back to them and the patient could then use that benefit again. This isnt what we would recommend. But, we will do it if she prefers. 

  Customer Answer

  Date: 02/28/2025

  Complaint: 22953159
  
  I have reviewed the business' response and am rejecting it because of the reasons below:

  1.) I could not see out of the 1st pair of glasses ordered. So they ordered new lenses.

  2.) The second set of lens had a large spot on one of the lens (probably from Arnold Family ******** heating the glasses to adjust to my face because they were bent outwards when received from the manufacturer)

  3.) New lenses where ordered from a new company, they were perfect but upon cleaning my glasses (Within warranty terms as far as I was aware. They never said anything different) the frame broke from too much previous manipulation by Arnold Family ******** in order for them to fit correctly (The doctor said it was too.)

  4.) When asking for a replacement, they had to order new frames and lenses because the lenses would not fit into the frames they had on display.  I asked them to order them from the last company because I could see clearly out of those lenses. Apparently they didn't because my vision was very blurry with the new glasses.
  

  I have been a customer of theirs for over 6 years and have never had these issues. This has been going on for 6 months.  Why should I have to pay an additional $187+ when these issues were not my fault? I still need a pair of glasses in order to see properly. My insurance will not cover another pair of glasses for two years.

  So no, I will not accept their offer.

  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/07/2025

  There must be some confusion. We did not say that you have to pay $187. That is the amount your insurance company paid us (in total) for all 5 sets of lenses and 2 frames. This does not begin to cover our costs for materials or services. But, we are willing to accept it and take the loss. There is nothing left for us to refund to you. Every ***** that you paid has been refunded. 

  Customer Answer

  Date: 03/07/2025

  Complaint: 22953159
  
  I have reviewed the business' response and am rejecting it because:  I need the claim to my insurance company retracted so I am able to use my insurance coverage at another location to get another pair of glasses.  I am only allowed one pair of glasses every two years. Without the claim retracted, I will not be able to get another pair for two years.
  
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 03/20/2025

  They used my insurance to get the discount on my lenses and frames.  They refunded me the money that I paid out other than for the exam.  They did give me the exam and I never got my glasses properly.  All I want is for them to release the claim on my insurance so I can go somewhere else.  

  Business Response

  Date: 03/26/2025

  Insurance benefits are for calendar year. 2024 benefits cannot be used in 2025. However, the patient can use her current (2025) benefits for the current year (2025).  

  Customer Answer

  Date: 03/27/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am NOT satisfied with this resolution but will check with my insurance provider and see if they can help instead.

  I am very disappointed at the service I received from Arnold Family ******** especially after being a loyal customer for 5 plus years.

  Consider this case closed.
   
  Sincerely,
  
  ****** ******