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Business Profile

Optician

Overland Eye Associates

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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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  • Initial Complaint

    Date:04/16/2025

    Type:Service or Repair 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.
    Had appointment on 03/07/2025; all went well. I thought (I have glaucoma) at the end I also had a yearly checkup for my Rx glasses then he added a reading glass (two at one time) didnt like that but I said okay and the price came up to $367.00 was too much for me. I could have paid for it but didnt want to because I normally use reading glasses from ******* or wherever I can get the. Was happy with the Rx for reading glasses but didnt wan the other pair The lady told me I can call in with my payment I called 4 times a very nice gentleman said he will leave a message for the lady to call me but she never did On top of that I was to be provided with a Rx for my glaucoma and they have it ready during my visit but they never gave me as this ************** ONLY provides written Rx he doesnt send it electronically to my pharmacy During those 4 phone calls I asked the gentleman who answered my call all 4 time to mail my Rx to my address he said I guess they forgot to send and still didnt get it! I need it for my Glaucoma treatment.I dont know if it is because I opted to only the reading glasses? They were quick to mail me my balance due after the insurance (03/24/2025)Still didnt get my Rx which I need also my reading glasses After calling four (4) time with no response I decided to come to you Please help Thank you

    Business Response

    Date: 04/22/2025

    As an apology for miscommunication with this patient I have cancelled any overages on glasses or deductible balances that existed on his account. If he receives **** from his insurance stating that he will owe money to our office, please have him disregard them. If our billing person has already sent him a statement for his last exam please have him disregard this as well. 

    1) Mr. ********** was not provided with his written prescription at the time of his exam. *** ******* offers his apology. The prescription was written and left at the front desk for Mr. ******** to pick up, and a voicemail was left to let him know. I recognize that this caused an inconvenience for Mr. ******** and am sincerely apologetic for this as well. Mr. ******** informed the office that he asked for the prescription to be mailed to him and it wasn't. Our receptionist stated that he misunderstood the request and apologized for not mailing the prescription. Our receptionist says that he offered further assistance, but that Mr. ******** informed him that his primary care doctor would write his glaucoma drop prescription. We would never prevent a patient from receiving drops. I called ***** pharmacy today and ordered his glaucoma drops. He will have 12 refills. I will also be mailing him a copy of his prescription, just in case he has trouble acquiring his drops from *****. 

    2) There was poor communication with Dr. ******** regarding his glasses order. There was a decision to be made between progressive lenses and single vision readers. The prices and quotes are different. Our optical technician only left 2 voicemail responses for Mr. ******** but no final choice was made. This report has clarified his preference for me. I apologize for the delay in his glasses order. I ordered the single vision reading glasses today and there will be no charges for the overages. I will ship them to the patient at no charge. He is welcome to bring the glasses in at any time if he needs to have them adjusted or fitted in any way. They will be covered under warranty for one year, as I added a glare coating for no charge that will provide this extended benefit. If he isn't pleased with the prescription he can come in and the glasses can be remade once at no charge to him. 

    3) Dr. ******* has printed Mr. ********** records so that he can transfer to another eye doctor. We will be sad to see him go. I will be placing them in the mail today. Dr. ******* has also included a personal message. 

    I've addressed each of Mr. ********** requests to the best of my ability. If he needs anything further he can call the office and ask for me. 

    Sincerely, ****

     

    Customer Answer

    Date: 04/23/2025

    Better Business Bureau:

    I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. Just for the records I DON'T have a voicemail option in any of my telephone numbers.
     
    Sincerely,

    Shimeliss ********

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