Complaints

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

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Metrolina Eye Associates has 6 locations, listed below.

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  Metrolina Eye Associates

  4101 Campus Ridge Rd Matthews, NC 28105-5077

• 

  Metrolina Eye Associates

  2015 Randolph Rd STE 108 Charlotte, NC 28207-1245

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  Metrolina Eye Associates

  724 Arden Ln STE 120 Rock Hill, SC 29732-2995

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  Metrolina Eye Associates

  630 Comfort Ln STE E Monroe, NC 28112-6493

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  Metrolina Eye Associates

  6237 Carolina Commons Dr Indian Land, SC 29707-6014

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:05/05/2023

  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.

  ** 2022 feel at work and damaged my glasses. I paid for a refraction. That doctor did not do a proper job. I could not see we the glasses that I had waited months to receive. I went back and they decided to remake my glasses without doing another exam which I thought was unprofessional. I cloud not see with the new glasses after waiting months to receive these glasses. At my next appointment with my regular eye specialist I brought the glasses an explained the matter. He referred me to a different doctor in the practice to do the refraction. Before leaving I spoke with the staff asking for a refund on the exam and glasses from the previous doctor. I was assured by the staff at the Rock Hill location that they would have the proper person contact me. They did not. Today I show up for my appointment and they demand another $59 for this exam. They forced me to pay it not be seen. This is unprofessional and unacceptable behavior. I like my eye specialist but until I am refunded all these charges plus the 18% interest I have been paying my credit card company this is going to be an issue. I am still in the waiting room over 30 minutes past my appointment time so this visit is not starting off well but I will give the new optician a chance. But shading I should not pay for the bad refraction or the glasses from 2022.

  Business Response

  Date: 05/10/2023

  Please see attached documentation for full response to complaint as your box restricts the number of characters we use.  It is fully documented on the attachment.  Do not process this unless you read the full account please.  Our Optical Manager, *******************, ordered and dispensed this remade pair to the pt, refunded him $65.00 (refund check#*****)  for the pair that did not work, gave him her name,business card and direct office line to reach out with any concerns or issues with the new pair (please see documented conversation). She stated to him that they would take a few weeks to adjust to.  The pt never called her back.  Never emailed, never called the office with a complaint on the glasses.  The pt did not contact our office until 04/04/23, when he came back in to see our glaucoma specialist, 8 months after he received the glasses, to say he wanted a new prescription, and he did not feel he should be charged for it. Had the pt called, emailed or stopped by at any time within the 6 months time frame to have glasses remade, we would have accommodated his request at no charge.  He did not come back for 8 months, and asked to see a new DR.  The new Dr performed the refraction on 05/04/23, which we did charge him for, as he was complaining about his prescription and was seeing a new DR.  The pt was offered a significant discount (60% as documented in the chart) on his glasses. PT had ample time and resources to get these glasses corrected in a timely manner and did not. He was offered the direct contact to our Optical Manager, and he did not contact her with any concerns or complaints. We are formally disputing this complaint with the Better Business Bureau, as we made efforts on multiple accounts, to resolve these issues with the pt directly without response.

  Customer Answer

  Date: 05/10/2023

   
  I am rejecting this response because: I did return to the office during that time period a couple of times and was told by the receptionist at the Rock Hill location that she or the optic manager would contact me. They did not do so. After their failure to contact me and it taking an extremely long time to get the glasses to start with I felt it best to wait until I could see my specialist and inform him of what was going on in hopes that he would have some power within Metrolina I to take care of the problem. I also repeat the fact that the lady in the optic Department scratched the lenses in these glasses while attempting to measure them with a device you did not know how to use and she literally said the words, "oh s***" when she scratched the lenses making them even more unusable than they were to start with! I should not be out almost $1,000 for glasses that were damaged by their optic Department, a prescription from the optic Department that I could not use for glasses that were not properly adjusted and we're not initially properly made, even after they were remade at the order of ************* without even bothering to recheck my eyes it's just absolutely unacceptable to me.
  
  

  Business Response

  Date: 05/16/2023

   

  We stand by our service provided to this patient as documented in the previous response. We have already provided you with the documentation regarding our process.  This patient was given options to contact me directly and did not do so.  The front desk staff at the **************** would not have just told the patient she would contact the optical manager and then not call me. Plus, the patient had my direct contact information as I gave him my card and told him to contact me with any concerns, which he did not do.  Now the patient is stating that the optician scratched the lenses, which he had not put in the initial complaint.  The patient paid $534.20 for his glasses on 06/17/22, not $1000.00.  We are disputing his rejection of our response.  The patient can pick up his glasses from our ********* office.  Thank you.

• Initial Complaint

  Date:12/05/2022

  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 got my vision check 2/14/2022 and received my prescription. I took my prescription to a different company and got new glasses. When the glasses came, the prescription was off so I took it back to Metrolina Eye Associates to check the glasses against the prescription they gave me. What was put in the glasses was correct according to their paperwork but I would need to be rechecked to see why it was off. The Doctor who originally set my prescription no longer works at this location and they refused to check the prescription again without charging me a fee! I am not the one responsible for the error and I shouldn't have to pay for their mistake. I had 30 days to get the prescription updated and the other place would fix my glasses but now I'm out $500 and a new pair of glasses.

  Business Response

  Date: 12/09/2022

  BBB and *****************,

  We will absolutely get this fixed. I will contact the patient directly to get this scheduled.  I wish that she had asked to speak with a manager prior to filing a BBB complaint as we would have gotten that corrected straightaway.  She has a full year to get that prescription rechecked without a charge, so whoever told her there would be a fee was incorrect.  

  
  Thank you.

  ***********************