Complaints

This profile includes complaints for Mattax Neu Prater Eye Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Mattax Neu Prater Eye Center has 4 locations, listed below.

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  Mattax Neu Prater Eye Center

  1265 E Primrose Springfield, MO 65804-4278

• 

  Mattax Neu Prater Eye Center

  2170 E Cleveland St Monett, MO 65708-6134

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  Mattax Neu Prater Eye Center

  168 S. Payne Stewart Drive Branson, MO 65616-8156

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  Mattax Neu Prater Eye Center

  430 N Jefferson Ave Lebanon, MO 65536-2742

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:04/25/2024

  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 Called their office and asked very specifically, concisely and emphatically what the hours are at their *******, ******** office on Wednesday, April 25. I made it very clear as what day about which I was requesting the the information. I was told they were open until 4:30 pm and closed for lunch from 12:00 until 1:00 pm. I arrived at 4:01 pm and everything was locked.the sign on the door specifically states: MONDAY-FRIDAY 8:00 - 5:00 CLOSED DAILY FOR LUNCH This is 32 miles at a cost of $1.18 per mile to operate my vehicle plus my time. I needed to pick up my new glasses. The information I relied upon was incorrect and costly. Even the advertised hours on their door are blatantly incorrect without any regard to the inconvenience and cost to their clientele! I have an out-of-pocket expense of $37.76 of which should be credited toward the glasses that I was unable to pick up during the hours I was incorrectly instructed they were open and...even advertised on their door.If I do not receive a credit against my new glasses that I was unable to pick up prior to leaving the state to visit a dying sibling I would like a copy of my prescription so as to purchase elsewhere. I will then dispute the charge on my credit card and...if not successful...small claims court as I find this extremely irresponsible!

  Business Response

  Date: 05/06/2024

  This patient contacted the office on 4/23/24 and asked for the hours of our Lebanon office.  The operator asked "for today?" and the patient responded "for probably tomorrow".  The operator gave hours of 8am-4:30pm, closed for lunch from 12pm-1pm, also noting the hours were "for tomorrow".  With the inquiry on 4/23/24, "tomorrow" would have been 4/24/24.  Our office was staffed until 4:55pm on both 4/23/24 and 4/24/24.  The patient further notes he arrived at 4:01pm on 4/25/24 and the doors were locked.  While we regret the inconvenience to this gentleman, that date was not addressed in his phone call.  A copy of the recording is attached.

  Customer Answer

  Date: 05/09/2024

  Complaint: 21626624
  
  I am rejecting this response because:I Called their office and asked what the hours were the following day at their *******, ******** office. (I may have stated the wrong date in the original complaint due to the stress we were under trying to leave town) However I made it very clear that it was the following day. I was told they were open until 4:30 pm and closed for lunch from 12:00 until 1:00 pm. I arrived at 4:01 pm and everything was locked. the sign on the door specifically states: MONDAY-FRIDAY 8:00 - 5:00 CLOSED DAILY FOR LUNCH.
  ATTACHED IS A PHOTOGRAPH OF THE DOOR CONFIRMING THE HOURS.
  We needed to pick up my new glasses prior to driving over 600 miles to ********* to try and visit my wife's brother in hospice that passed away last Saturday. This is 32 miles at a cost of $1.18 per mile to operate my vehicle plus my time. The information I relied upon was incorrect and costly. Even the advertised hours on their door are blatantly incorrect without any regard to the inconvenience and cost to their clientele! I have an out-of-pocket expense of $37.76 of which should be credited toward the glasses that I was unable to pick up during the hours of which I was incorrectly instructed that they were open and ADVERTISED on their door.   When I stopped the day after that the employee in the optical sales department told me she closed early that day before the hours that they were supposed to be open!  I asked her to credit me my out-of-pocket cost of driving and she could not.  She would not contact a manager.  I then asked her for the prescription so I could purchase elsewhere.  She gave me my prescription.  No one from Mattax Neu Prater **************** had the common curtesy to contact me to resolve this.  We are still out of state dealing with my wife's brother's passing and my emergency hospitalization.  I am an 80-year-old senior citizen on total disability plus PTSD.  This is ridiculous and now I have to fight with my credit card company as Mattax has gone ahead and charged me!  I will take these people to small claims court and I will subpoena the employee that stated the close early!  This is absolutely BS
  

  Also see attached photo of the hours boldly advertised on their door!
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 05/14/2024

  Upon the patient's return to the office and discussion with our staff member, the patient refused delivery of the completed glasses and requested a copy of the prescription.  The glasses prescription was hand delivered to the patient at that time.  A refund was initiated for the patient's payment, no insurance claim was submitted, and the office has absorbed the cost of the custom prescription product the patient did not pick up.  We certainly empathize with family emergencies and health issues, and would have been happy to work to provide delivery by mail if given the opportunity.  We will evaluate staff coverage and hours postings.  Thank you. 

  Business Response

  Date: 05/16/2024

  I feel that this has deteriorated into this gentleman threatening and re-stating.  What is required to consider this resolved with your organization?  Given the patient's refusal to accept the goods in spite of his return to the office, and our issuing a full refund in spite of our incurred costs, there doesn't seem to be more that can be done.

  I'm at a bit of a loss and don't want to continue to engage with someone threatening our practice with legal action.  Appreciate your advice.

  Thank you.

  Customer Answer

  Date: 05/17/2024

  After arriving back to ******** from ********* I checked my charge account and found that Mattax had made a credit to my account for more than the adjustment for which I had requested.  I went to their office yesterday and they were extremely apologetic for what happened and went above and beyond to remediate the debacle that occurred!  The local staff were wonderful!   It is incomprehensible how the corporate office could not have allowed the employees to take care of this in the first visit.