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Business Profile

Optical Goods

Eyecare Specialties

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optical Goods.

Complaints

This profile includes complaints for Eyecare Specialties's headquarters and its corporate-owned locations. To view all corporate locations, see

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Eyecare Specialties has 5 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:03/11/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 went in and got my eye exam done in December to get my old prescription renewed, but then the doctor told me that he could make me see better and wrote a new prescription. They did not work, so I called the place. They asked me to come back and so I went in again for fitting in January. I was told there would not be any charges when I made an appointment. Then when I visited, the receptionist did not want to take in my new medical insurance information saying that today's visit is free of charge as it is fitting. Then the doctor ran some kind of tastings without asking my permission or any explanation (why and they will cost me money) and gave me another prescription. They did not work again - my vision is blurry just like the first prescription. I called them again and asked for my old prescription. They kept trying different sets of trial contacts. None of them worked. Then after the third trials, they informed me that I had a balance in my account. I told them I paid my eye exam in December. They told me that I owed them money for January visit. I wanted the explanation why and they told me that those tests were necessary. But what for?? I just need to renew my old prescription. Now they informed me that that bill is not going to be claimed through vision insurance, but medical insurance. I asked for the explanation saying, "please help me understand why my exam turned into the medical bill?" and wanted the doctor to explain it to me. The financial manager on Pine Lake refused my request and told me "I am done talking to you" and basically kicked me out of the place. I was speechless and very frustrated. After all I went through for two months of waiting for my old prescription, I finally got my old prescription. However, they asked me to pay for services not served right. All the testings he had me go through had not done anything to help my vision. The business manager was very rude to me. Not to mention the long wait to get my lenses.

      Business Response

      Date: 03/20/2024

      *** ******** has an outstanding balance due for an exam and testing that was recommended by the doctor based on a diagnosis. The doctor worked to get the best vision for *** ********, but after two attempts to better her vision *** ******** was provided with the Rx that she had from a previous year. The testing and exam are not covered by her vision insurance, which is why it was not filed there. I asked her for her medical insurance so that I could properly file the claim and she declined stating she wanted it to go to her vision insurance. Unfortunately vision insurance only covers routine visits and does not cover when there is a medical diagnosis or for testing, I did suggest that she contact her insurance company for further information regarding her coverage. I was unable to assist *********** anymore and let her know that my direct supervisor would reach out to her when she returned from her PTO. My supervisor has tried to reach *** ******** on two separate occasions and left messages both times, with no response.

      Business Response

      Date: 03/27/2024

      The district manager attempted to reach out to *** ******** on the 12th and the 13th of March. Voicemails were left on both occasions. *** ******** has still failed to provide us with her correct insurance cards so that we could bill this properly. At this time, I have completed a one time balance removal for her appointment and testing. Any further exams will have to be paid for or *** ******** will have to decline the appointment or testing at the time of the exam before testing is completed as explained in the authorization for treatment that was signed.

      Customer Answer

      Date: 03/27/2024

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



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

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