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

• 

  Eyecare Partners, LLC

  21014 Center Ridge Rd Rocky River, OH 44116-4305

• 

  Clarkson Eyecare

  8548 Beechmont Ave Cincinnati, OH 45255

• 

  Clarkson Eyecare

  3978 Alexandria Pike Cold Spring, KY 41076-1816

• 

  Clarkson Eyecare

  10539 Harrison Ave Harrison, OH 45030-1943

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:02/28/2025

  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.

  Went is for a normal eye exam beginning of December, had an eye infection but still did my yearly exam. Couple weeks go by, and my right eye vision is worse than before and the left eye is still blurry. Called the ***** location and informed them of everything and got another appt set for 12/20/24. My right had changed and now has an astigmatism. Changed my prescription for glasses and contacts. So, we had the right lens remade in my glasses. Not one person in that location sat with me to make sure the glasses fit and if I like them. But I went ahead and ordered them. A month later got my glasses and had to send them back to replace the right lens with the correct prescription, took another 2-3 weeks. Got the call they were in, I made sure that i wasn't needed to get them, I was stuck at work. Employee said no. My boyfriend went to pick them up 15 min before their normal closing hours, and they were closing up and got mad that he showed up to them. Today 2/28/25 I contacted the Manager **** to get help with my issues. He was helping till I called him today and he informed me he's leaving the company and I'm still out glasses. No one care to address my issues or even care about my vision when I express all my concerns.

  Business Response

  Date: 03/20/2025

  We apologize for the frustration and inconvenience this patient has experienced. We have lifted this complaint to our leadership team over the ********* this patient was seen at. They will reach out to the patient with solutions for her issue. We thank this patient for her feedback and for the opportunity to make this right. 

   

• Initial Complaint

  Date:02/20/2025

  Type:Billing 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.

  I had my annual exam and doctor prescript new eye classes. About three weeks ago I start getting statement from them telling me that I owe $16.00. I called about the charge and they told me that the insurance had paid for everything but they charge me UV400 for your glasses. I didn&#**;t get any coating on my glasses.

  Customer Answer

  Date: 03/26/2025

  Two months after I received my glasses, I started receiving text messages.  They use text messages now instead of sending a bill.  They didn't say anything to me when I went in to get my glasses adjusted.  I don't owe them anything.  

• Initial Complaint

  Date:02/13/2025

  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.

  Was forced to purchase more expenses lenses that my insurance didnt cover. When consistently asking how my glasses were so much my questions were never answered just danced around. Once contacting my insurance to see why I was paying more than my required co pay I was informed the lenses I ordered werent what my insurance covered that I had to pay 80% of them. I then contacted grene vision again and they were still unwilling to address or listen to me about the claims. Eventually my sister who used to work there went up and confronted them about over charging me. They switched out our lenses with what my insurance covered but have still not given me my refund on the lenses I did pay and Ive still been attempting to get it for the last 2 weeks. I would like my money back that is owed to me. They scammed me and my insurance and werent going to do anything about it until a previous employee confronted them about the over charges. They are scandalous and do what they can to take money from those ordering their glasses from there.

  Business Response

  Date: 02/14/2025

  To Whom It May Concern,

  We apologize that this was the experience that this patient had at one of our locations. We have reported and lifted this complaint to the District Manager over this office who will research the patient's account and reach out to the patient shortly. We thank the patient for the opportunity to make this right for them. 

• Initial Complaint

  Date:02/10/2025

  Type:Billing 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.

  Transaction Date: 11/26/2024 at Office #**** I bought 1 pair of glasses with **************** Overpaid $32, Paid $120.83, should have paid $88.83. I called twice once in December 2024 and once in January 2025. I verified this with ***************. They sai said they would credit my HSA Debit card. This has not happened as of 2-10-2025. Receipt ***************

  Customer Answer

  Date: 02/10/2025

  The Clarkson Eyecare office that I received my glasses from:

  ************************

  **********************************

  **********************

• Initial Complaint

  Date:01/31/2025

  Type:Product 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.

  My doctor prescribed a medication for me that required a certain vision test (******** Field of Vision) in order to start the medicine. I called Clarkson Eyecare and made an appointment for the ******** test. My doctor faxed the order for the ******** test to Clarkson. I arrived for my appointment in March 2024 and the tech started doing items that are part of an annual eye exam (I had my annual eye exam in July 2023 and a new exam was not needed/requested/warranted at this point). I pointed out that I was only there for what my ** ordered- the ******** test. She kept doing other items- pressure test, etc.- and I kept telling her that my insurance was not going to cover it because I was not due for those items until July 2024. She kept insisting that we proceed. I told her I was not paying for anything except the ******** test because that is all that was ordered by my **. ******* they did the ******** test. When I left the appointment they did not give me an invoice or anything and said they would send the result to my **. ***** months later I get an email saying I owe $300+. I thought it was a scam so I ignored it. The next month I received another email so I called the billing office and asked for an itemization. They sent me an invoice that showed all the annual exam items plus the ******** test. I sent a letter disputing all the charges except the ******** test, and I paid the amount shown only for the ******** test, because that is all that I authorized and my ** ordered. I am now getting invoices in the mail for the other $200+ that was not authorized services. I have disputed this invoice and they are not listening. I assume they thought they could get insurance to pay for all the other services and that is why they did them. I told them that would not happen because those services were part of an annual exam that was not due until July 2024. They need to write off the unauthorized charges.

• Initial Complaint

  Date:01/23/2025

  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.

  Hi My name is ********* ****** price I am not a patient of Clarkson Eyecare in ****************** I live in ****** *****. the *** attached is the bill from February 6th 2024 for a patient named ********* ***** he or she received services from Clarkson Eyecare and somehow you guys made an error in billing and billed my insurance plan I tried going to the doctor several times last year and calling VSP myself to get this resolved I was not able use my benefits to obtain a eye exam instead they made me use my 2025 benefits early and I had to pay out of pocket I am extremely upset and I've tried reaching out to Clarkson Eyecare to get this taken care of I need someone to contact me to get this resolved I need to get glasses paid for with my insurance.

  Business Response

  Date: 01/31/2025

  We apologize to this patient for the frustration that he has experienced. We are lifting this to leadership over our team in ******** and reporting this breach to our compliance team for investigation and resolution. We thank this patient for reaching out and for the opportunity to make this right. 

• Initial Complaint

  Date:01/22/2025

  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 took my daughter and husband in to get glasses last May. We used our insurance and got glasses and eye care. They used our insurance coverage and we paid the rest. It was about $150 after insurance per person. I walked out spending over $330 for my part of the bill. When we went back to get glasses they told me I stilled owed money for my daughters glasses. I told them I had paid my part of the bill already, so they told me to contact insurance. I did this, and my insurance talked back and forth with them. They came back to me and told me I did not owe more for the bill, and they actually overcharged me by $21. I checked my clarkson account and they had credited her account for the $21. Here it is 8 months later and all of a sudden I am getting a bill sent to my email again and late fees. I have tried to email, and chat with them about this bill not being owed. In fact they owe me money. I have not heard back. The first message was left on January 6th, and it says they will get to me as soon as possible. I am angry, and just want a check for what they owe, and to be done with this company forever. There is no reason I should have to deal with getting bills I don't owe after giving them as much money as I already have. I have even sent a copy of the letter sent by my insurance stating they owe me money.

  Customer Answer

  Date: 01/28/2025

  Letter from insurance stating that I was overbilled.  

  Business Response

  Date: 01/31/2025

  We apologize for the frustration this patient has experienced with that accounts. We have lifted this to leadership over the office to investigate and follow up with the patients in question. We thank this patient for the opportunity to make this right for them. 

  Customer Answer

  Date: 02/04/2025

  Better Business Bureau:
  I talked to them on the phone, and they told me that I was wrongfully billed.  I was told that the charge would be removed from my account soon.  I'm hoping it stays away this time.  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:01/06/2025

  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 got an eye exam on November 29th. I picked a frame and paid for the glasses. They came back as the wrong frame and I could not see out of them. I told them what was happening, and we did a test where I read things wrong and they said that would be ok. I asked for a supervisor but that person was said supervisor. I asked for corporate, spoke with them and took my info but has not spoken with me since then. I waited for after the holiday to follow up to be fair but so far I have not heard anything. I worked with the location on **********.

  Business Response

  Date: 01/23/2025

  We apologize for the frustration that this patient has had. Per the office, the patient could not remember the frame she originally selected after stating the frame on the order was not the one she picked. Unfortunately, the details on the order matched the details for the frame so the office had no other frame information to go off of. The office states that there was no resolution when the patient originally came in, however there is a note in the patient's chart that a call was made and a voicemail left on 12/18/2024 to the patient offering her to come in an pick out a different frame to fix the issue. At this time the location has not heard back from the patient. We will again reach out to the patient to offer this as an alternative to the incorrect frame. We thank this patient for the opportunity to correct this issue for them. 

  Customer Answer

  Date: 01/24/2025

  They have contacted me And I have an appointment next week .it depends on how they handle the matter. I'm happy they contract me, now let's see how they handle the matter of the wrong frame and can't see out the glasses.

• Initial Complaint

  Date:01/03/2025

  Type:Customer Service 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.

  Multiple robo calls daily regarding appointment set up. However I only went there one time more than 5 years ago. The number left is a recording, with NO WAY to remove yourself from the robo call list, you are directed to go to their website TO MAKE AN APPOINTMENT. No way to remove yourself from the daily harassment of being a customer 5+ years ago. It needs to be easier to get this stopped.

  Business Response

  Date: 01/30/2025

  We apologize for the hassle this patiet has experienced. We have pulled this patient's chart and marked them as "Do Not Contact" in the system which will cease all communication to the patient. We ask that the patient give the system 72 hours from 1/31/2025 to process this change. If calls persist after Monday 2/3/2025 we ask this patient to reach out to us at our corporate offices, ************. We thank this patient for their feedback and appreciate the opportunity to make this right. 

• Initial Complaint

  Date:12/20/2024

  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 purchased a pair of RayBan sunglasses from Clarkson and had prescription lens put in. The original RayBan sun glass lenses were not returned to me. The lens are about a 1/3 of the value of the sunglasses if you are to price replacement lens. So they have significant value. This is not the first time this has happened to me at this location. I have made to inquires in person about the missing lenses. The firs time I inquired, I was told they were ordered and provided the order number SB# *************. The second time in person I was told they were certain of the order status and would call me. They did not call. Today when I called, I was told they may not have been ordered. ******* said she would investigate and call me back. She called me back and said that the lens were not ordered and that If I wanted them ordered I would need to pay for them. I told here I already paid for a full pair of sunglasses frames and lenses. Should told me their policy had changed. I feel that I have been defrauded.

  Business Response

  Date: 12/26/2024

  To Whom It May Concern,

  We apologize that this patient's experience was sub par and that they were not given the demo lenses back for their glasses. We have escalated this complaint to the District Manager over this location who will investigate and reach out to the patient with a solution. We thank this patient for their feedback and look forward to working with them in the future. 

  Customer Answer

  Date: 12/26/2024

  Complaint: 22715528
  
  I have reviewed the business' response and am rejecting it because:

  The told me the lens were ordered at no cost to me. When I followed up in person I was told they could not determine the status of the order and that they would call the following day. They did not call me.

  I called them the following week. When I called them because they never called me, they told me they were not actually ordered but could me ordered at my expense.

  So them suggesting the solution is that they will call me of follow up does not instill confidence. I prefer the resolution be made here.

  I ask that they kindly return the lenses or refund the entire cost of the frames.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 12/30/2024

  To ************************************* contacted this patient and left them a message that replacement lenses are in the office and reaady for patient pick up. We thank this patient for their feedback and are happy that we could resolve this issue for them. 

  Customer Answer

  Date: 12/31/2024

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