Complaints

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

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  Eyecare Partners, LLC

  15933 Clayton Rd Ste 210 Ballwin, MO 63011-2172

• 

  Clarkson Eyecare

  2498 Dixie Hwy Crescent Spgs, KY 41017-3010

• 

  Clarkson Eyecare

  11564 Springfield Pike Cincinnati, OH 45246-3527

• 

  Clarkson Eyecare

  8118 Montgomery Rd Cincinnati, OH 45236-2935

• 

  Clarkson Eyecare

  4708 West Broad Street Columbus, OH 43228

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:06/17/2025

  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 had an eye exam and new frames to put the lenses in the frames. When I picked up the glasses, the worker broke the glasses during a fit test. The office replaced the glasses and now they are charging me again for the new frames where they should have picked up the cost of replacement pair of glasses since their worker broke the original glasses. They are making me pay $266.33 for the new pair of glasses. It is completely unfair since I already paid for the original pair that the worker broke while I was in the office.

  Business Response

  Date: 07/07/2025

  We apologize for the frustration this patient has had with one of our locations in ***** tWe have reached out to leadership over this office and they did state that the optician did break the frame accidentally.  The location offered to remake a complete pair at equal value to the pair the patient came in with. The patient chose a higher dollar frame than what was broken at the office and a discussion was had and noted at that time that the patient would pay the difference between the old frame and the new frame. The previous Office Manager in good faith, allowed the order without payment on that difference which is not typically something our company does, however given the issue this patient had in the office an exception to our policy was made to accomodate the patient. To further help this patient, leadership over this office would like to extend 50% off of the difference in the frame cost taking this balance down to $133.17 if that is acceptable to the patient. 

  Customer Answer

  Date: 07/07/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:06/17/2025

  Type:Billing 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 normally attend this facility for my eye exams for my eye insurance. The doctor started treating me for Glaucoma last year. I had an appointment two times last year. They assured me that my medical insurance would pay the cost. In the whole year, I never received a bill until 2025. Then this eye company told me how much was due. If I knew that my medical insurance was out of network, then I would have gone somewhere else. I can see the first time a mistake but the second time no one informed me of the charges, and I think it's unfair. I believe that this facility should waive the cost. They are charging me $256.74 for June 2024. I havent received a bill for September 2024.

  Business Response

  Date: 07/01/2025

  We apologize to this patient for the frustration and lack of timely follow up. We have lifted this situation to the District Manager and leadership over this practice and have asked them to reach out to the patient with a resolution and results of their billing inquiries. If this patient has not heard back in 48 hours, we ask that the patient contact us back so that we may escalate further to get her a resolution. We thank the patient for taking the time to lift this and for the opportunity to rectify this for her. 

  Customer Answer

  Date: 07/04/2025

  I haven't heard from this business.  What's there phone number and the name of the person who I can address this billing dispute with. 

  Business Response

  Date: 07/10/2025

  To whom it may concern,

  Leadership over this location has reached out to state that they are adjusting the patient's account to a $0 balance to rectify this for the patient. We thank the patient for their feedback and for the opportunity to make this right. 

  Customer Answer

  Date: 07/10/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/16/2025

  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 am filing this complaint regarding a pair of Versace eyeglass frames (Model VE1296) purchased from Clarkson Eyecare at **************************************************, following my eye exam on November 8, 2024. I returned to the office four times:In one week due to physical discomfort, tightness around the ears and slippage down the nose.Second visit, lens alignment issue affecting my ability to see my computer screen. The lenses were remade, but without all original features I paid for. No refund or adjustment was provided.Third visit was another frame adjustment due to ongoing discomfort.Fourth, due to pain radiating into my left eye from the frame arms. I had to switch back to an older pair due to the intensity of the pain radiating into my eye. I went back to Clarksons eye care where they refused to do anything else about my glasses and only offered me a 50% discount on a new frame. I stressed that my complaint was not just about a preference or cosmetic issue but that the glasses frame was affecting my health. Given that I reported the issue early and have documented attempts to fix it, I believe its fair to ask for either a replacement frame or a suitable alternative remedy.I contacted ******* directly regarding warranty and received a written statement confirming that Clarksons in-office adjustments voided my frame warranty. At no point was I informed of this risk during the adjustments. I attempted to resolve the issue locally and through the Clarkson corporate office. I submitted a formal complaint through their contact portal, followed up with a voicemail, and have received no response.I am seeking either a replacement frame, store credit, or refund for downgraded lens features. I am also filing a professional complaint with the state licensing board due to health and ethical concerns.This is not just a customer service failure. It is a serious lapse in duty of care.

  Business Response

  Date: 06/18/2025

  We apologize for the frustration this patient has experienced. Leadership over the location has reached out to the patient to provide a solution to the product issues that the patient describes here. We thank this patient for their feedback and for reaching out in a manner that allows further insight into our offices and resolution of this issue. 

  Customer Answer

  Date: 06/19/2025

  Thank you for your response.
  I would like to clarify a few important points for the record:
  While it is true that I was contacted following my complaint, that contact only occurred after I filed with both the Better Business Bureau and the Vision Professionals Board. Prior to that, my repeated attempts to resolve this issue locally were ignored.
  More concerning, however, is the unprofessional and dismissive conduct that occurred during the resolution process itself, after the BBB complaint was filed. I was contacted by a staff member at the location in question. She referenced the fact that I had pointed out to the district manager that her license appeared expired on the board’s website—and told me she found that “offensive.” When I attempted to calmly explain that I was simply referencing the public record, she abruptly cut me off mid-sentence, said “thank you,” and hung up the phone—without giving me the opportunity to schedule a time to come in for the remake of the glasses that were being offered. That kind of behavior, especially from someone working in a healthcare setting, is not acceptable.
  I followed up with the district manager—who had previously provided me with a contact number—and left a message requesting that all future communication be conducted in writing, as these verbal exchanges were becoming increasingly adversarial and lacking in transparency.
  At this point, given the:
  Poor product experience,
  Lack of informed consent regarding warranty voiding,
  Downgraded lenses without refund (until I pursued the matter), and
  Dismissive, unprofessional treatment during the attempted resolution,
  …I believe a full refund is warranted.
  To be clear, the optometrist was not the issue. My eye exam was conducted professionally. The difficulties I encountered stemmed from the optician and the office’s handling of frame adjustments, communication, and follow-up.
  This situation was not handled in a manner reflective of the company’s stated commitment to care. I remain open to a fair outcome, but that outcome must fully reflect the scope of harm and the mishandling that followed.
  Sincerely,
  Florel Fraser

  Business Response

  Date: 06/20/2025

  To the patient,

  We sincerely apologize for the experiece that this patient has not only had so far, but also during the resolution of their complaint. Since this rebuttal was submitted, the office manager of the location contacted the patient via email per the patient's request and apologized for the interaction over the phone earlier this week and also included the District Manager in that communication. A screen shot of this email is attached for reference here. At the time of this response, neither the office manager or the District Manager have had a reply from the patient via email or any other communication type. In the email, the office manager asks the patient to communicate any issues that are left unresolved so that they can facilitate a fix. However, given the interaction the patient states they experienced with the office manager over the phone, we understand if the patient is reluctant to communicate with the office manager and encourage the patient to communicate solely with the District Manager whose email can be found in the communication attachment provided. We thank the patient for lifting the tone and manner of conversation that they had with the office manager, as this does not reflect our company values and want to assure the patient that this has been and will continue to be addressed with the leaders of this location. 

  The District Manager of the Downtown office will be contacting the patient via email per the patient's request within the next 2 business days. If the patient does not receive this communication by the end of the day on 6/24/2025 we encourage a response here so that we may help facilitate an outcome for the patient.  

  Customer Answer

  Date: 06/21/2025

  Thank you for your response. I appreciate Clarkson Eyecare’s effort to have this issue resolved as soon as possible.

  For clarity, I don’t always have access to my personal email while at work, so although I did not get the chance to respond to the office manager’s message, I replied to the District Manager’s email at 3:09 p.m. on June 20, well before this BBB update was posted. I have attached a screenshot of that reply for documentation.

  In that message, I confirmed my decision to proceed with the offer of a full refund and noted that I would prefer to handle all future communication in writing. I believe this aligns with a clear and respectful resolution process.

  I appreciate the opportunity to correct the record and look forward to receiving confirmation regarding the refund timeline and next steps.

  Sincerely,

  Florel Fraser

  
  

• Initial Complaint

  Date:06/13/2025

  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.

  On February 4, 2023, I drove two hours from my home and visited Clarkson Eyecare and paid $554.44 for the exam, imaging, and glasses. I received my Explanation of Benefits dated 5/8/23 from ******, my insurance company. According to them, I only owed $350.20, and they paid the rest. I proceeded to call your phone number for insurance questions. I was put in touch with people from overseas who did not speak very good English. I called several different times and tried to explain to them that I was owed a refund, and they could not understand what I was trying to tell them. I asked to speak to someone in *******, and they refused and said no one was available. There are no other numbers that I have been able to find online to speak with anyone locally about insurance. I tried to call the number of your office and was never able to get in touch with anyone or call anyone back. I filed a complaint with the Better Business Bureau. I received a response to my complaint, stating that my refund would be forthcoming, but I never heard anything else after that. I did not receive any phone calls or correspondence. According to my Explanation of Benefits, my insurance was billed $876.00. The allowed amount was $457.70. They paid $121.50, with a discount of $404.30. My coinsurance was $305.20, and my copay was $35.00. I also paid $39.00 out of pocket for imaging, which was not covered by insurance. I had a $35.00 copay. The amount I should have owed was $350.20 plus the $39.00 for the imaging, for a total of $389.20. However, I was charged $554.44. Therefore, I am owed a refund of $165.24.

  Business Response

  Date: 07/01/2025

  We apoligize for the frustration this patient has experienced, especially given that this claim is quite old. We have been working with our internal billing department and have validated this credit due to the patient. The leadership over this location should have been in contact with the patient to determine the method this patient would like the credit returned to them. We sincerely apologize for the oversight this account has seen and appreciate the opportunity to make this right for the patient. 

  Customer Answer

  Date: 07/02/2025

  Complaint: 23464908
  
  I have reviewed the business' response and am rejecting it because:  The last time I filed the complaint, they said it would be taken care of, and I never heard from them, which is why I had to file another complaint.  Until I have money in hand, this complaint will not be resolved.  They can mail me a check to they address they have on file, which is still valid or credit the original payment method, as it is still valid.  
  
  
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 07/03/2025

  We again apologize to the patient for this oversight. If the patient has not received contact from leadership over the location in the next 48 business hours, we ask that the patient let us know so we can ensure this is handled. We thank this patient for their feedback and the opportunity to correct this issue for them. 

  Business Response

  Date: 07/09/2025

  To whom it may concern, we received validation from leadership over the location that they have been in contact with the patient and are working on a refund over the phone for the quickest resolution to this complaint. 

  Customer Answer

  Date: 07/10/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. They have issued my refund, and it is showing in my bank account.
   
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:06/12/2025

  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.

  Location: ******************************* They coded the wrong code for the doctor so that my insurance can process my service. They are putting in an out of network code. My insurance company has called them at least 2 times. The *** at Clarkson has tried her best. Thy are still not coding the insurance correctly and getting more money out of them. I would like them to resubmit the code properly going forward.

  Business Response

  Date: 07/07/2025

  We apologize to this patient for the frustration that they have had regarding their account. Leadership over this location is working with our internal revenue cycle management team to correct this for the patient. A representative for leadership over this office will be reaching out to this patient within 48 hours with an update on resolution. We thank this patient for their feedback and the opportunity to make this right. 

• Initial Complaint

  Date:06/11/2025

  Type:Billing 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 had an eye exam on 10/16/2024; afterwards, I selected frames and order glasses. I have vision insurance and after the purchases and insurance discounts the total before taxes was $320.99 and with taxes $353.53. I paid the entire amount with my HSA credit card. About three months ago I started receiving mail and text messages stating I owed an additional amount of $93. I have contacted Clarkson eyecare and they will not explain why I now owe additional money, when I have an itemized bill and payment. They want more money after the fact of stating on the bill what I would be charged. I have contacted my vision insurance provider. They stated Clarkson was attempting to overcharge me. The insurance company sent me a letter showing what I as an insured person would have to pay. I cannot seem to resolve this issue as Clarkson is insisting I pay them after the fact of providing an itemized bill and now they have developed a new bill with a date date of service on 12/03/2024. Things just do not add up or make sense. I feel, I am being scammed. I need help. I do not want this to go to collections and harm my credit score. I think my documents show I did nothing wrong, but they may have made an error and want me to pay for their mistakes or its a scam. Can the BBB please give me some assistance or advice on how to proceed with this matter? Thank you, ***** *****

  Customer Answer

  Date: 07/06/2025

  Hello, 

  Clarkson Eyecare has sent another bill, its attached.

  Since Clarkson has not responded to the BBB, or me with a specific explanation of why they have changed the amount they are attempting to collect from me and the date of my visit, what do I do next? 
  

  How do I resolve this?

  Thank you for your help,

  ***** *****

  Business Response

  Date: 07/07/2025

  We apologoze to this patient for their frustration with their account. We have reached out to leadership over this location and someone will be in contact with this patient within the next 48 business hours with a resolution. We thank this patient for their feedback and the opportunity to make this right for them. 

  Customer Answer

  Date: 07/08/2025

  Hello,

  I did receive a phone call today from the ****************************************, where I had my eyes checked and where I ordered my glasses from that the billing issue I informed the BBB of. The employee identified herself as ***** **************, ext. four.
  

  *****, stated there appears to be a discrepancy between the **************** location and the Corporate billing center. She also stated that she got an approval to write off the $93.00 that they claimed I owed. *****, lastly stated if another bill arrives I should ignore it as it may take a bit of time for the processing to go through.

  My initial thought is this is a scam, seems to me to be confirmed. How many other recipients of Clarksons services are receiving similar bills and they just pay them without questioning the matter or questioning their insurance company for support or an explanation?

  Thank you BBB for your support and assistance resolving this issue. I will inform you of any changes in the outcome if the requests for payment do not cease.

  Thank you again,

  ***** *****
  

  Customer Answer

  Date: 07/08/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
  
  I received a phone call from the ************************************************* today, 07/08/2025. The employee stated the $93.00 the corporate billing stated I owed would be taken care of and I should disregard any further bills. She stated there was a discrepancy between the two locations and that she got approval to write off the claimed unpaid balance of $93.00.

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

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair 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.

  On December 26th, 2024, I purchased glasses for $450. I didn&#**;t get those glasses until April 17th. Originally, they told me it would take a week or two to rec. I called 10 days later, and they told me that they could not complete my order due to the prescription lens not being compatible with the frames that I chose. I went to the store a second time and chose another pair of frames. A few days later, they told me I would have to go back to the store again and select another frame, due to the same issue as before. I went the store a third time and selected a different frame. I requested that I should be refunded $38.42 that I had paid back December for the original glasses. They told me that they would put in a refund request and that it would take few days to process it. I did not receive the refund, and so I called them to ask about the status of the refund, and they told me no request was placed. They then told me that they could take care of the request today, but I decided that I would file a complaint with the H363137**3238313831H. This happened at the H323034323134303535**H store at ***************************************.

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair 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.

  On 01/08/25 I had a Eye Exam with Dr. ******* I was given a script for my eyeglasses. I then sat down with ****** and picked out Frames and Lens. **** had the girl at the front desk **ntact my insurance *** They informed them I was active and what my **verage and **-pay was. I informed **** I was on disability and wanted to keep everything within the **verage, NO SPECIAL LENS are anything. I picked out my lens and paid my **-pay and my insurance paid their part. 2 Month later i got a bill for over 200 dollars. I took it to the store, and they said i did not owe anything and they would take care of it. then almost 5 months since my appt there I get another bill for *****, I asked for the District Manager Phone number and was told I **uld not have, every time i go there the manager is never there and they don't know when the manager will be in. I asked for a *********** number, they again refused to give it to me. The billing **** I get no were with, cannot even understand them when they talk in their language, they are no help at all. I called my insurance *** they have no idea why i would a balance. I have had same insurance ** for 13 years and have gotten several exams because i am a diabetic and have gotten several eyeglasses. I HAVE NEVER HAD ANY TYPE OF BALANCE with other Companys I used until I went to Clarkson in Festus. **** was trying to sell me all kinds of different stuff I told him I wanted only what was **vered my insurance. Why does my paperwork show I paid, then I get 2 SUPRISE BILLS with different amounts and the store is telling me I don't owe anything? I HAVE NO BALANCE WITH THIS COMPANY!

• Initial Complaint

  Date:05/17/2025

  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.

  I went to the business in 1/30/2025 and ordered glasses paying $100.24. I called approximately once a week through February and into March with little update on my order. On March 10th, I was called to pick up my glasses. On March 10th, I was given the wrong glasses and was told that I would receive a $50 refund for the mistake and long wait time. On March 22nd I picked up the correct glasses from the business and given a $50 refund. At this time, I had assumed the transaction was complete. I then received a bill from the business for $50. After multiple calls between the business and I to clarify the situation, I am still being asked to pay back the refund I was given.

  Business Response

  Date: 05/21/2025

  We apologize to this patient for not only the frustration of a long wait time on her frame, but also on the bill she received in error. This has been reported to our internal billing department and reported as an error, and the account should be fixed shortly. Leadership over the location has been informed of this as well, and they should be reaching out to the patient to connect. We thank this patient for bringing this to our attention and for the opportunity to make this right. 

• Initial Complaint

  Date:05/06/2025

  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.

  The Clarkson ******** that I went to is located in **********, Mo. at ***********************************************. On October 2nd 2024 I went in for a eye examine and my insurance said that my eye exam should be free, and the business is trying to charge me for a medical examine in the amount of $35.00 copay. Also when I asked what my copay would be they said zero dollars. I would like to this to be taken care of because now they have sent it to collection.

  Business Response

  Date: 05/19/2025

  We apologize for the frustration this patient has experienced. It looks like her claim was mistakenly filed to her medical insurance rather than her vision insurance. Leadership over the office has been in contact with our billing department and a negation of the medical claim is in process, as well as a re-file to the patient's vision insurance. This account is not in collections. We thank this patient for lifting and for her patientce while we rectify this issue.