Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:03/29/2025
Type: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 went to get my eyes examined had been having issues seeing especially at night, eyes very dry and floaters. So I went here to get my annual exam. Saw Dr. ****** no problems went to optical part there to get new glasses. Not the same optician I saw last year. So I looked for frames the lady wasnt very helpful with the process so I decided since i didnt see any frames I like to see if I could just have new lenses put in my frames I had was told that was okay. So thats what i did This was February *******. So glasses came back on March 7, i picked them up driving around with them several days ago felt something wasnt right was seeing a bright prism on left side that was causing a bad distortion especially when it was sunny. Called the office and told receptionist problem let her know i need to bring glasses in to be checked for problems. So was told the lab made a mistake with the pupillary distance they changed the measurements which since I wear progressive they brought the bifocal down to far. So they sent them back to get corrected. I assumed they would be sent back that day I called March ******************************************** it takes 8-10 days to get them ******* I called around March 22 to inquire about glasses was put on hold for several minutes you cant to opticians they relay message the receptionist who answers the phone and they are very rude dont know why. She comes back to phone and says your glasses came in on March 21 they didnt have anti-reflection on them that i had before so they were sent back. I asked why wasnt I called to update she said oh sorry. So I assumed they would put a rush on them. No they didnt. So hadnt heard anything so I called March 28 asking had my glasses come back was put on hold for several minutes again you cant talk directly to opticians. So her name is ****** the person that answers the phone. She said to *** hear you call everyday I said no Iam not getting any communication about my glasses I need.
Business Response
Date: 04/14/2025
Thank you for the second notification. I did not receive a first and am reading the complaint for the first time this morning. I do understand the patient's complaint with the time and communication regarding her glasses. I reviewed the complaint and the several points of concern with my staff this morning in our weekly meeting. This is a very unusual circumstance where several things aligned to affect the patient experience. I spoke with my receptionist ****** about being perceived as rude, as well having her take down patient's information for opticians to speak to patient or call back. The glasses were sent to the lab with "Rush" on the remake. We continued to call and check with the lab daily on the progress. The wait time was unacceptable. The patient has her glasses now and I was not aware of her situation until today. I only wish that she would have reached out to me directly to seek resolution. Upon reading this complaint this morning, I called the patient to hear her out and get understanding of the issues. I left her a message and hopes she calls back to help me bring resolution.
Sincerely,
Dr. ******* ******
Customer Answer
Date: 04/14/2025
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
******* ****
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