Reviews

This profile includes reviews for Northlake Eye's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Northlake Eye has 4 locations, listed below.

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  Northlake Eye

  6801 Northlake Mall Dr Ste 253 Charlotte, NC 28216-0757

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  Northlake Eye

  27 Schenck Pkwy Ste 140 Asheville, NC 28803-5517

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  Northlake Eye

  3 S Tunnel Rd # 187 Asheville, NC 28805-2238

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  Northlake Eye

  8111 Concord Mills Blvd Ste 359 Concord, NC 28027-6482

Review Details

• Review fromMarshell S

  Date: 09/16/2023

  1 star

  Marshell S

  Date: 09/16/2023

  I had same experience at Nortlake and charged $95 for contact lens fitting. My insurance paid for exam Then when I ordered my contacts they charged my card twice and still have not gotten refund. I have bank statements to prove and all she could say is it didn't charge twice. **** the regional manager says she didn't find discrepancy. I advise anyone thinking of going you will be there 10 minutes and get ripped off. Make sure they don't double charge you

  Northlake Eye

  Date: 09/28/2023

  First and foremost, we would like to extend our sincerest apologies for the inconvenience you've experienced during your recent visit to our practice. We deeply value your feedback and take your concerns seriously, as they help us improve our services and ensure a better experience for all our customers.

  We understand that your experience involved a charge of $95 for a contact lens fitting, and you encountered an issue with your credit card payment when ordering your contacts. We have thoroughly investigated this matter and reached out to our merchant services partner to address your concerns.

  Upon review, our merchant services partner confirmed that your credit card was not charged twice. It's important to note that in some cases, certain banks may place a temporary hold on credit card payments, which can appear as an additional charge. However, these holds typically drop off within a short period, and the actual charge remains accurate.

  We understand that this may have caused confusion and frustration, and we sincerely apologize for any inconvenience you may have experienced. Your feedback regarding this issue has been shared with our team, and we will work diligently to ensure better communication and transparency with our customers in similar situations in the future.

  Your satisfaction is of utmost importance to us, and we genuinely appreciate your trust in our services. We hope that you will consider giving us another opportunity to provide you with the high-quality eye care you deserve. If you have any further questions or concerns, please do not hesitate to reach out to us directly, and we will be more than happy to assist you.

  Thank you for bringing this matter to our attention, and we look forward to the opportunity to serve you better in the future.

• Review fromRyan J.

  Date: 02/02/2023

  1 star

  Ryan J.

  Date: 02/02/2023

  I had a horrible experience with the ********* Mall location. This was my first time using Northlake Eye. The person that administered the initial diagnostic tests was unfriendly and made me feel uncomfortable. My gut feeling was to leave but unfortunately I decided to stay. My insurance covered everything (the standard series of tests for glasses and contacts). I should have been billed a minimal copay. I was initially billed ****** on the day of the exam and paid it in full with a credit card. A few days later I received another bill for *****. After contacting my insurance company I found out that the charge for ****** was for a premium fit and follow upfor contact lenses. I told the doctor after I was administered the battery of tests that I wanted to keep the same contact lens prescription and brand for my disposable lenses that I wear. I simply wanted my prescription renewed so I could purchase more of the exact same contact lenses this year. When the doctor did the exam, I removed my contacts I had in so he could examine my eyes. After a few minutes I put my contact lenses back in my eyes. I dont understand how I was billed for apremium fit and follow up when I was not fitted ( given trial lenses) and there was no follow up scheduled. The doctor renewed the exact prescription I had. My insurance paid for a list of other tests. They did not provide a fit and follow up. They are charging for services they did not provide. I complained to management and they refused to credit my card for the service they didnt provide. They emailed me their definition of a fit and follow up which basically says because they renewed my prescription they did provide this service. Just because their company defines a fit and follow up as such doesnt means its accurate, correct or legitimate. They did not disclose what this service is in any way prior to my exam verbally or in writing. I disputed the charge with my bank and they took over.

  Northlake Eye

  Date: 02/03/2023

  We're saddened to hear about this patient's experience at our practice.First and foremost, we apologized for any miscommunications that *** have taken place. We pride ourselves on being transparent with our pricing and further apologized for any confusion that took place during the exam.For clarification, EyeMed's definition of a contact lens fit is as follows: "When treating contact lens patients, perform compatibility tests, diagnostic evaluations, and diagnostic lens analyses to determine if contact lenses are right for a member, or if their contact lens prescription has changed. Timing of fit and follow-up services. Except for package plans, the contact lens fitting should be initiated during the same visit as the exam and completed within 45 days of the initial fitting."After investigating the complaint, we discovered the practice was in compliance with this definition based on the examination performed.Per our Acknowledgement of Privacy Policy, HIPPA, and Practices (of which the patient signed) - "Contact lens evaluations and follow *** must be completed within 30 days of your routine eye exam. Contact lens prescription modifications after 30 days of being evaluated will result in additional service charges. Custom made contact lenses are non refundable." Our practice reviews contact lens service fees at various points during the exam, including check-in, pretesting, and check-out.In summary, we acknowledge the patient's frustration and wanted to clarify the actions taken by the practice to serve the patient's request and verify compliance with the patient's insurance.