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:01/12/2023

  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.

   
  Complaint: 18681177
  
  I am rejecting this response because: My previous optical provider was only called after the 1st pair of lenses were so blurry & foggy that I couldn't see thru them.  This had never happened in 57 years to me.  I declined sending in my frame to the lab as it is the only one I have.  No money for 2nd pair.  No one has asked me to do that in 57 years.  I have wore metal frames for over 30 years & no optician has ever had trouble fitting lenses into them.  I wa refused getting my copy of glasses rx until after the lenses were put into my frames.  I was not satisified to wait.  I asked for it multiple times & was refused w/out any reason, I wanted to go to a different less optician.  Both ***********, his tecnician & I know that.  I will not go back.
  
  Sincerely,
  
  ***************************ses were ordered, & i was harassed About my bill every time I came back in, wanting their money.. i wasn't offered or asked what type of lenses I wanted. When I came back for lenses to be put into frames it was 8/23/22. I began having trouble seeing things clearly right away. On 8/30/22 I went back because it was like a film on the lenses from the time i got them. It wasn't clear & things appeared darker. On 8/30 they ran **** tests to check my vision. Abiut 2 hours later they determined that my eyes were ok, it was new lenses. So they ordered different lenses which I got on 9/6/22. Those lenses were OK. I got my prescription after my 1st pair of lenses were put into my frames. I was not charged for 2nd pair if lenses. I saw him about 7 yrs ago & he did the same thing to me(not giving me the script. I will never go back. I received 5 bills from him between 8/9 to 10/6/22.

  Business Response

  Date: 01/31/2023

  
  Patient entered optical (after exam) to order lenses for her frame. I was informed this I patent was sensitive to any changes. I closely examined her frame and lenses so that I could duplicate the patient's order as closely as possible. I spoke to her previous optical provider to verify patient progressive lens style, material, measurements and frame statistics. I wanted to make every effort to provide this patient with her optimal vision and a pleasant experience. I informed the patient that the progressive lens that she purchased at her previous provider was no longer available and recommended our Peak HD Advance because finances were a primary concern and trivex lens material because the patient's frame was a semi rimless mount. I explained that trivex has the same visual properties as the lens material she was currently wearing and is chip resistant. Patient was also informed that she assumes the risk when using her own frame and neither the practice nor lab are liable should the patient's frame not endure the process. The patient also acknowledged this policy with her signature on our form. When the patient declined to submit her frame to the lab to ensure a perfect fit, I investigate '' extensively to provide the lab with a reference invoice with a previously used circumference. As is with any patient dependent upon only one pair of glasses, I recommended purchasing a complete pair of glasses with our discounted value package (again, with finances as the primary concern). The patient was never refused a copy of her glasses RX but I simply explained that I use the rX when placing the order and will gladly provider her RX when dispensing her glasses. The patient appeared satisfied to wait until her glasses were dispensed. If the patient had responded that she wanted it now regardless, I would have gladly provided her RX. I also promptly addressed the patient's spectacle complaint without hesitation. When her first lenses were not satisfactory, she was rechecked by ************ and new lenses were ordered to her satisfaction..... At no charge to her.