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:09/01/2023

  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.

  On August 02, 2023 my daughter and I went to Main Fashion Optical where we was helped by an employee named Stefany L****. I have *** insurance and was supposed to be billed accordingly. They got caught using 1800 contacts and then over charging me on top of not using my insurance for my contacts. For my daughter's glasses they tacked on charges that I told Stefany that I didn't want. The manager Maya is a con woman. She kept trying to sell me more contacts for the upcharge amount to cover this up. Eventually she did give me back the money for the contact but not for the extra fees. She constantly lies and I've tried to give her a fair chance to make things right. Also, when I asked for all my receipts they also change addresses I'm assuming to make it harder to be found.

  Business Response

  Date: 09/15/2023

  On August 2nd, 2023, ******** ******** entered our establishment to purchase contacts and glasses. During the sale, Ms. ******** chose to not use her insurance for the contacts. She purchased two boxes of contacts out-of-pocket and used insurance for her daughter’s glasses. The patient later returned on August 30th to pick up her contacts and her daughter's glasses with no indication of concern. On September 1st, Ms. ******** again returned to the office and requested that we bill her insurance. Though the patient initially requested not to use her insurance, we agreed to accommodate. She then requested that we price match a lower online price on top of the insurance. We agreed and went above and beyond to assist the patient in the best way possible.
  Though we aren’t obligated to price match with other companies, we attempted to reconcile the situation as best as possible. The patient purchased a six month supply and we informed her of the rebate the contact lens manufacturer offered. This required her to purchase an additional two boxes which would then allow her to be eligible to submit a rebate for extra savings. She was uninterested in this offer and requested for us to refund her the difference after using her insurance. Though it is against our policy to refund, we agreed to accommodate the patient. 
  As instructed by her insurance, she was charged for the frame and a material copayment for her daughter’s glasses. Her daughter received standard children lenses with no upgrades added at any point. Our office is compliant with the NJ State Board of Optometrists which follows the standard of care to use polycarbonate lenses for children. The patient was not charged extra for polycarbonate lenses as the child is under 18 and it is covered under insurance. 
  We have made every attempt on our end to reconcile this issue. In the office, she paid for her contacts in full and utilized her daughter’s insurance for the glasses. Both sales were charged accordingly, with no additional fees. As a resolution to the situation, we accommodated the patient by issuing her a refund of the difference, giving her a discounted rate, and utilized her insurance. Upon coming into the office and signing the receipt, she proceeded to bash the establishment and its employees online. We have made every attempt to make this right by the patient so we can fulfill our responsibility in patient care.