Complaints

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• Initial Complaint

  Date:12/02/2022

  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.

  They are refusing to warranty lenses for my glasses that were originally replaced under warranty but within 2 months were already worse than what they replaced. Not the same material and quality that I was charged for when I originally purchased them. At the time they were purchased I was told the warranty would cover them if scratched. They neglect to tell you at the time that it is up to their discretion if they want to or not. False and fraudulent representation of what you are actually being charged for and no actual pamphlet or written warranty stating what they told me when I asked when purchasing.

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 8, 2022/12/19) */ At time of purchase we let all of our patients know the warranty available on their lens purchase with a premium non-glare coating is provided by the manufacturer which is a 2 year, 1 time free replacement based on the manufacturer guidelines. If a patient comes back months later after they have already used their warranty as described above , we call the manufacturing lab and let them know what is going on. They then let us know if there is anything they will do or if the issues falls under a warranty or warrants them doing a no cost remake. A case like this the manufacturer does not fall under defective or warranty guidelines of normal wear and tear. We follow the manufacturers warranty, if they are not willing to replace the lenses that is all I can relay to the patient. We have not misrepresented or provided false or fraudulent information. We also do not charge for a warranty the warranties are provided by the manufacturer of the lenses with the purchase of a premium non-glare coating. Last I would like to point out that when the lab warranties the lenses they are made in the exact same materials, prescription and with the same additions as the initial order, so there would be no change in lenses or quality. Consumer Response /* (3000, 10, 2022/12/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is highly evident,if she would have even looked at them, that it is evident that there was something with the lenses when they were made. She never even asked to see them. The young man that helped me when I went in tried to tell me that it was from the way I was cleaning them, and then he proceeded to wipe them wit a cloth and put a big scratch in the left lens. When I purchased the glasses they misordered them, he forgot to put on the glare resistant and scratch coating. Didn't measure my pupils for alignment or measure for the bifocals. Then he told me there was something wrong with their computer and couldn't print me a receipt.After I received them and discovered that the alignment was off, I went back and also mentioned how hard they were to clean. The girl said I should have ordered the scratch and glare coating. I told her I had. So they charged me to add that on to the glasses they had already messed up twice. I was only told that the scratch warranty would replace the lenses if scratched. Was never told only one time or any other info and no pamphlet or anything. Only what he felt like telling me. Irregardless the lenses that they installed under warranty are faulty and nothing in their warranty that she quotes states that the lenses they replace with don't have to be of the same quality. And these are not. Business Response /* (4000, 12, 2022/12/21) */ The initial order placed in 12/2020 the optician did take PD's and Seg Heights as needed, however the patient was having issues when he picked the up on 01/06/2021. We scheduled him promptly for a follow up with the doctor and she tweaked the prescription and we made a small adjustment to the PD measurements but did not have to make any change to the seg height. Also, at the time of the original purchase the optician the patient worked with was under the impression the patient did not want a non-glare coating so it was not charged for on the initial order. When he came back for the follow up with the doctor is when the patient advised us that he did want a non-glare, we apologized for the miscommunication and told him we would be happy to add it since we were remaking the lenses but since he was never charged for it he would have to pay for the addition. The patient agreed to this, paid to have the non-glare added when we remade the lenses. The order for the update prescription lenses with the non-glare coating was ordered on 01/12/2021 from our lab. The lab had some issues with the lenses passing their quality inspection and so the new lenses were delayed but finally dispensed to the patient on 02/23/2021. The patient came back in to our office on 08/03/2022 to have the lenses warranty under the manufacturer warranty provided with the non-glare coating due to scratches in the lenses. The order for the warranty was placed on 08/03/2022 and received on 08/11/2022. When the optician went to dispense the new lenses so we contacted the lab and had them remake the lenses due to the scratch from shipping. The lab had the remade lenses to us on 08/25/2022. I am the one who checked the lenses in, this process makes sure the lenses are free of defects and the the prescription and all attributes are correct. The lenses were dispensed to the patient on 08/26/2022 free of any defects and the exact same products as the original order. As of this time the patient has used his 1 time replacement in accordance with the manufacturer warranty. Again, as this is a manufacturer warranty the issue at hand needs to be taken up with the manufacturer as I am not able warranty the lenses a second time without the approval for a no cost remake under a warranty. We have exhausted our efforts to get this replacement for the patient. Again, we do not sell a warranty the warranties that are available on the products we sale are the manufacturer warranties. We do everything we can for our patients within the guidelines that we have from the manufacturers we work with. Consumer Response /* (4200, 14, 2022/12/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not proposed a resolution and the statements they made are highly inaccurate and made up precisely to cover up for their incompetence when dealing with a customer order. They state that the manufacturer has refused to accept that the lenses are flawed but I have been in contact with the manufacturer and when they reviewed the pictures I sent them. stated that there was definitely a problem with the lenses that was not due to my usage. I believe that this company is refusing to replace them as a personal decision and not due to any viable reasoning that they are stating. There is no excuse for out and out extremely poor customer service and made up statements that are false.