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:12/28/2023

  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 ordered glasses from Ferguson Optical and picked them up on or about November 20, 2023. I paid $435.97 because Ferguson told me that is what my insurance would not cover. Actually my insurance paid more than what Ferguson told me. According to EyeMed I would owe $364.96. I think Ferguson double dipped. It got paid from me and my insurance. I want the difference $71.01 refunded to me. I won't do business with this company again.

  Business Response

  Date: 12/29/2023

  RE: Complaint No.********
  
  
  This patient purchased glasses from our
  office on 11/18/2023. She selected a frame and lens options, which
  were discussed with her and all insurance copayments and liabilities
  were disclosed at that time. Vision insurance does not cover sales
  tax, so that portion of the bill falls to the patient. The patient's
  portion of the glasses plus sales tax was paid for on 11/18/23. Then
  the order was submitted to her insurance carrier (Eyemed Vision Care)
  and made at their lab. The patient picked up her glasses on December
  2, 2023.
  
  
  This patient called our office on
  12/28/2023, upset that she had been overcharged for her glasses and
  informing us that she had filed multiple complaints to several
  organizations and entities alleging we were operating in a fraudulent
  manner. I explained that the difference that she was seeing between
  her explanation of benefits and her total charged amount ($71.01) was
  sales tax. There is no refund to be issued, as there was no
  overcharge. The patient expressed her understanding and ended the
  phone call.
  
  
  As you can see from the enclosed
  documentation, the patient's liability for the glasses according to
  her insurance company exactly matches what the patient was charged,
  with the exception of sales tax. The patient was provided a copy of
  this receipt when she purchased the glasses. At no time prior to her
  submitting complaints did she contact our office questioning the
  difference in cost, or it would have been explained to her before
  things escalated to this point.