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:09/09/2024

  Type:Sales and Advertising 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.

  Went to vision store for new glasses. Had eyes checked for prescription. Picked out new glasses. When receiving new glasses i complained that they were not right. They checked the spacing of my eyes and ordered new glasses. When getting second lenses I said they were still not right. I said i would take home and let my eyes adjust. went back and complained that they were still not good.

  Business Response

  Date: 09/17/2024

  September 17, 2024
  
  
  Mr. ****,
  
                  We understand
  your frustration with your experience, and we apologize.  We are bound to the rules set by your
  insurance companies on the time allowed for us to remake glasses.  We do our best to make sure patients are
  happy with their glasses.  We did originally
  see you in for your glasses back on 05/30/24 and the order was placed.  Per your insurance company, we only have 60
  days from that date to make any changes to your glasses.  When you came in at the beginning of
  September, we had already passed the time of remake.  We did offer to remake these for you at a
  discounted rate of 50% off, which you declined. 
  The offer of 50% still stands and we would be happy to do that for
  you.  Again, we do apologize and hope we
  can come to a resolution.
  
  Sincerely,
  
  ****** *******
  Office Manager
  The Vision Store

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau®:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is as expected.  *** ******** is being dishonest about providing other options during my visit.  He discussed mono lens with my wife and told her mono lens is "NOT his preference" which is why he did not offer that option to me.  I was very clear when expressing that I could not see past the hood of my vehicle with the contacts on and the adjustments he supposedly made were no different.  No way my eye sight was 20/20 with the trial prescription on as he claims.    And the contacts he wanted me to purchase was the same prescription/brand as the trial contacts which was verified at another eye facility.    Not a problem.   I have an eye appointment scheduled with a competent eye doctor and my situation with this place of business is documented here at BBB and also the Optometry  board has copies of this information.  Hopefully, it will save someone the trouble and they avoid this business.
  
  
  
  Regards,
  
  
  
  **** *********; he hung up on my wife. She called back & left a message w/receptionist asking for 6/27 visit refunded since poor service was provided for both visits. It is 7/12 and no refund or response. We took the prescription to another eye facility to compare it to trial lens(6/27) - we were told both are the same script & basically over the counter readers in a contact which is why distance is an issue. This facility also told us other people have come in w/similar issues from this Vision Store! Ordering this prescription would have put me at risk while driving & possibly damaged my eyes over time. Imagine doing your daily activities w/readers on all day. He provided substandard care & made an unethical decision instead of offering other options when I told him I could not see distance & I will report this to the Licensure Board. In all fairness, he should refund $163.50 to me. I have an appointment sch w/ another eye doctor & will now have to out of pocket the exam + because he billed my insurance for it.

  Business Response

  Date: 07/19/2024

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

  
  We sincerely apologize if you feel that you did
  not receive the best care possible.  We
  do our best to ensure that we provide our patients with the best care possible and
  offer the best vision solutions for their concerns.

  
  *** *********, you have a low amount of hyperopia,
  approximately +1.00 in both eyes, and presbyopia.  You requested to be fit into contacts lenses.
  We fit you in a daily multifocal contact lens (Freshday dailies multifocal)
  with high ADD power and the power you need for distance. At the time of the
  fitting, you were able to read 20/20 at both distance and near with both eyes. You
  did express some unease with your vision, and we informed you that there would
  be an adaptation period, since you were currently not wearing a distance
  prescription.  During this first visit, you
  paid your copays for your comprehensive exam, the Optos retinal imaging, and
  the contact lens fitting fee. You signed our patient history and our contact
  lens agreement that state exam fees, copays, and professional fees are nonrefundable.
  The diagnostic lenses are included in the contact lens fitting fee, which was
  incorrectly indicated by you on the receipt for Optos retinal imaging in your complaint. 

  
  Upon the contact lens follow up, you expressed
  continued difficulty at distance.  Your distance
  visual acuity was 20/25 in the right and left eye, but 20/20 with both eyes.   We began a loose lens over refraction -0.50
  lens over both eyes, which increased your distance visual acuity, but you felt
  the near was not sharp enough. We then tried a modified mono vision over
  refraction with a minus -0.50D lens over each eye and you did not like vision
  in all variations we tried. This indicated that a true mono vision would not
  work for you either. We explained to you that we could sharpen your distance vision,
  but you would lose some of the near vision or we could leave the lenses as is helping
  you with the near vision and his distance vision a soft 20/20.  When you called later that afternoon
  demanding a refund on our services, we did inform you that we would be happy to
  refund the contact lenses that had been ordered, but our services were nonrefundable.  We did also offer to bring you back in to try
  to rectify the situation.  We know that seeing
  your best is very important and we do take your concerns seriously.  You were unwilling to work with us again to
  resolve this issue.  We work with many patients and successfully fit them
  in contact lenses and glasses regularly.   
  

  As we stated above, all copays and professional
  fees including contact lens fitting and testing are nonrefundable, which you
  did sign on your paperwork.  Truly, we
  wish we could have come to a better resolution for everyone.

  
  Sincerely,
  
  ****** ******* ****** *******
  The Vision Store

• Initial Complaint

  Date:09/01/2022

  Type:Product Issues
  Status:

  UnansweredMore 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'm and USAF Veteran and was sent to The Vision Store for eye exam and glasses by the local VA Hospital. Initial service was excellent. However, these lenses have cracked 4 times in the last 12 months. The Vision Store has replaced them every time but this last repair (2 weeks ago), they announced that they will no longer honor any repairs associated with the purchase of these glasses.
  
  I paid $803 out of pocket for these glasses. As a consumer, I don't think its right to stop repairing lenses that constantly break. They sold me these glass and lens and I think they should honor their products and services. To me it seems like they're cutting their losses at my expense.

• Initial Complaint

  Date:08/08/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  
  
  
  
  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.

  
  

  This assuming the glasses are done correctly and are ready in a timely way.  Also, I would appreciate it if a third party be there when the glasses arrive,  assuming that they do.

  
  

  I will do my best to be in promptly if a third person is present.   As I told the last one, I have been afraid to come in.  There has constantly been problems (as there was last time) and interactions have been very unpleasant,  with an unwillingness to take responsibility for the constant problems.  There has never been problems with insurance before and had there not been so many mistakes,  there wouldn't have been this time either.  Since the mistakes have been on the part of Vision Store, I expect them to make it right and not blame everyone but themselves. 

  
  

  As it is, I am now 3-4 months away from needing a new prescription.  This is unacceptable.   I did delay coming in for my last pair of glasses because I anticipated another problem and nastiness, and that is exactly what happened.   

  
  
  
  Regards,
  
  
  
  ******* ********

  dealing with a liar and I do need the glasses done right sometime this year. I got angry with her due to all these delays and she treated me like I was being unreasonable and was turning into a raving lunatic. It was embarrassing and degrading. I am neither stupid, nor unreasonable. I flat out asked her to say she was wrong or had made a mistake and she refused. At this point. I said this was harassment and I was filing a complaint with the BBB. She ignored this. If for no other reason, here it is in writing that I want single Vision glasses with brown gradient tint. This in case I get another bad set of glasses and she tries to blame it on me again. I am done with her lies and games. I want the job finished in a timely way. I also want $35 compensation for my time, aggravation and waste of gas money. I also want an apology, though I suppose I will never get that since this B believes that I am at fault for a near 6 month wait. I am sick and tired of racism in B*********

  Business Response

  Date: 08/22/2022

  Ms. *********
  
  Thank you for informing us of the issues you have had with our
  services recently.  We are working as
  quickly as possible with your insurance lab to get the requested changes to
  your glasses rectified for the third time.  We apologize for any inconvenience this has caused.  We do our best to ensure that our patients
  are getting everything that the doctors in our office prescribe for the best vision
  possible.  We do listen to our patients and
  go over all options and we do apologize for any miscommunication that may have
  happened.  We will be reaching out to you
  as soon as your lenses arrive.  Next time
  we reach out to you, we would appreciate if you could come in sooner than 6
  weeks as occurred last month.  Your glasses
  were ready weeks before you returned, this way we can rectify this quickly.
  
  Thank You
  
  A***** M******
  Office Manager
  The Vision Store