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Business Profile

Optician

Eyecare Partners, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optician.

Complaints

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

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    Customer Complaints Summary

    • 169 total complaints in the last 3 years.
    • 65 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/17/2025

      Type:Product Issues
      Status:
      Answered
      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:
      Answered
      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. 

    • Initial Complaint

      Date:04/19/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      April 2024 I went into Clarkson eye care to get a new pair of sunglasses my wife worked for a company that gets 200 vouchers there. So I ordered my glasses after voucher and discount they came to around 3$ which I paid card. Was told they would be in around 2 weeks well 4 weeks later I received a call telling me my glasses are ready for pick up and my bill is over 250 dollars I said no I paid already and I even ordered the same as the previous pair. They said they saw the error and they would contact billing. Well its one year 9 phone calls later I dont have my sunglasses. Ive been patient and Ive had enough Im sick of being pushed off people keep saying they will call me back no call. Honestly I think for a year wait a higher grade sunglass should be an option. In exchange for being told lies.

    • Initial Complaint

      Date:04/16/2025

      Type:Product Issues
      Status:
      Unanswered
      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 an 80 year old women who was informed by Clarkson Eyecare in **********, ** that I had to pay a large amount of money upfront to fill a prescription for glasses despite the fact that I informed them of insurance which covers prescriptions. Following insurance payment to Clarkson Eyecare, I was informed that I was owed a refund of $79. Despite continuous phone calls to Clarkson, it has now been 17 weeks without a refund being paid to me. My phone calls have been transferred to other departments and I have been told several times that a check has been cut and will be delivered in a matter of days. However, no money has yet to be delivered. Each time I call, I am told that it will be another two weeks Another two weeks Another two weeks. Any assistance in resolving this matter would be deeply appreciated.Thank you

    • Initial Complaint

      Date:04/07/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Clarkson Eyecare proceeded to do a test that was not included in my normal eye exam. They were supposed to ask if I wanted that test prior to doing it. They did not. Only after the fact, did the girl say that I owed $39 for this test. I said my eye exam is covered by my insurance. She asked if the technician had told me about the extra charge. I said no. She proceeded to tell me that they should have because it wasn't included in the normal eye exam.She then told me that insurance would not pay for that test. I told her that if I'd known about the charge, I would have declined the test. She just handed me the bill for $39 and told me I'd have to pay. I told I would not because I was not given an option to decline the test.I've contacted the billing department via chat mutliple times. I tell them the issue and they tell me that someone will be in contact soon. I never hear from them again about the issue. I then get a text several days later stating that my message has been closed. No one contacted me. I've done this multiple times, as I stated above. NO ONE ever texted me, called nor emailed me from the billing department.

    • Initial Complaint

      Date:04/07/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 called Clarkson Eyecare's billing **** three times since I received a bill. I needed to know why I was being billed for an eye appt. that was in May 2024. I paid for everything at that time. I did have to go back to the office to exchange out my lenses due to not liking the progressive lenses that I paid for, the progressive lenses cost more and since I went back to regular single lenses the price should have been less, the person that day said it was an even exchange which I didn't understand how that was possible but didn't put the matter further. I have called the billing ****. since Jan. and I was told someone would call me within a few days, no one has called. I called again a month later and they saw in my notes that I did call, and that person was going to send my issue to their "OM" and if they didn't call it would be escalated to someone higher. I then got a email saying I had not paid my bill. I waited for a call back and no one called. I called again in March and spoke to someone who told me I had the wrong ****. I hung up and called again and demanded to speak with a supervisor and was put on hold for almost 40 mins, to where I was transferred to another agent not a supervisor. The person looked at my file and saw that I called several times and they told me the issue was that they didn't have my EOB to figure out my bill, she stated she would reach out to the office I went to get the *** and then told me that a OM would call me in a few days and I was told again that if no one reached out it would be escalated. I have tired for almost four months to get this issue resolved. I have asked several times why I was being billed when I paid for everything and my insurance should have covered it plus the fact that I got a lower cost lense versus a higher priced one. I do not want this to go to collections when I have been trying to make attempts to get this resolved.

    • Initial Complaint

      Date:03/19/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      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 my eyes exam of December of last year. My glasses came back in three weeks. When I went back to get my glasses everything was unclear/seeing out of side ways when I tried them on. I was working with a Employee by ******. ****** told me to take the glasses home and try them for seven days to see if I could see out of my glasses clearly. I had appointment to come back on 3-19-25 which I canceled this appointment. Because of the problems I have had with this glasses. I asked for a full refund. I was told that they wouldn&#**;t refund my co-pay. I called the corporate office on 3/14 and spoke with a Coral at ************.

    • Initial Complaint

      Date:03/19/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 bought two pairs of glasses in 2024. The frames were made of plastic and **** and cutting my nose. I went and saw the manager ***** who weve known each other for years. She said she was going to swap the frames for something else and remake my glasses. So weeks later when we were both available I took the glasses down but she wasnt there. This happened numerous times. Then we finally had a locked down appointment and again only to find out she wasnt now on early maternity leave. After waiting months the assistant manager decided to take care of it since she wasnt aware ***** was swapping my glasses. She did and I found out ***** threw her under the bus. I put a call into the district manager and I got her classless assistant. Talking to that person we decided they were going to replace one pair, I agreed as it was about time for a new prescription anyway. I asked her to send me somewhere else and she did. I called that manager and made an appointment for when she wasnt aware going to be there. Then I get a letter from **************** stating im no longer a customer at **********. I never had a cross word with anyone or an argument. Been going there for years and liked every one there. I DO NOT understand what provoked this. That clown that called me named *****, not sure if it was male or female was very stupid the way I was talked to and extremely unprofessional and poor at her job and I feel thats the person that caused this problem for no reason. I hope the call was recorded. Their is more I can explain about this but Im running out of room. I hope Im contacted regarding this issue. Im owed a pair of glasses and I want them. If I do not get whats owed to me this will not stop here. I belong to every social media platform available. All I want is to pick one pair of frames and get my glasses replaced as promised. As God is my witness, I DID NOTHING to provoke this. Suddenly for no reason Im no longer a customer. This is wrong. Appreciate a reply asap

      Customer Answer

      Date: 04/02/2025

      Location visited:

      ********************
      Mesa, Az.
      85203

    • Initial Complaint

      Date:03/17/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Transaction for a refund for lenses that I returned to the business back in December of 2024 The lenses were paid for by cash and the company is saying that it was going to take 10 to 12 weeks for the refund to Finalize it has now been *************************************************** as you're saying when you pay in cash you have to be refunded by check but if I were to pay with my debit card I would have already had it my problem is that it's taken too long for them to refund me for this money that I paid them in cash for the amount of $449

      Business Response

      Date: 03/17/2025

      We apologize for the wait time this patient has experienced in regards to their refund. We have lifted this issue to leadership over the office the patient visited and someone will be in contact with them. We thank the patient for bringing this to our attention and for the opportunity to make this right. 

    • Initial Complaint

      Date:03/07/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      Ive been charged again and again. They send a new bill every month with some new charge. Months since my appointment. Ive paid over 800 dollars total and the itemized bill which isnt itemized at all says the total bill is 796. I reached out and no response and I havent received a paper bill and I cant view previous bills. This is a shame because I actually like the eye doctor Ive seen for years now but this event has made me rethink my business with Clarkson Eyecare. I go to the eye doctor to have better vision and this business makes it out to be a shady sales practice from the time I step back into the overpriced air gun, upselling from everyone except the eye doctor and the receptionist. After Ive been fitted for glasses they go over my bill and dont disclose any eye care plan looking back over the years Ive been charged again and again for *misc cost. Ive been overcharged again and again for contacts and I understand their needs to be profit but its obvious this ***** fee isnt worth the paper it was printed on. Its a shame and a shady business practice and I hope for any health care and vision service would be less about some overpriced pieces of equipment and more about my eye doctor checking my vision and filling my prescription. It feels like a shady car dealership and I dont feel well after leaving and I dont even want to pick up my glasses that have been there for months because I dont even use them even though Ive paid hundreds and now over the years thousands of dollars for glasses I dont wear and I feel like Im supporting a shady business. Now I receive another bill that says I owe *****. Ive been gone for months taking care of my father who is dying of blood cancer and this is absolutely ridiculous and an insult to when Ive spent thousands of dollars. If I find out Im charged for holding my glasses which hasnt been disclosed or mentioned in a bill then Im asking for reparations for therapy sessions charged at $220 hour.

      Customer Answer

      Date: 03/12/2025

      This issue has been resolved at the point of contact and the local location with an office Manager named *******.  Thank you for your time.

    Eyecare Partners, LLC is NOT a BBB Accredited Business.

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