Complaints

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

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Pearle Vision has 7 locations, listed below.

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  Pearle Vision

  230 N Nellis Blvd STE B Las Vegas, NV 89110-6003

• 

  Pearle Vision

  2021 N Rainbow Blvd Ste 100 Las Vegas, NV 89108-7098

• 

  Pearle Vision

  2279 N Rampart Blvd Las Vegas, NV 89128-7640

• 

  Pearle Vision

  8025 S Rainbow Blvd Ste 104 Las Vegas, NV 89139-6495

• 

  Pearle Vision

  8145 W Sahara Ave Ste 510 Las Vegas, NV 89117-1995

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:02/18/2025

  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.

  My husband, Scuba ******, saw Pearle Vision on 10/04/2024. We paid in full for this visit due to them not being able to find my husband's insurance coverage in the system. After , our insurance also paid in full. I requested a refund 12/30/2024. As of today , 02/15/2025, we have not received a refund or a response to 6 of my correspondence.

  Business Response

  Date: 02/19/2025

  We spoke with patient this morning and issued a refund for the correct amount.

  Customer Answer

  Date: 02/25/2025

   
  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,
  
  ******** ******/*******

• Initial Complaint

  Date:11/25/2024

  Type:Sales and Advertising 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.

  I completed a vision test and paid for glasses on 10/18/2024. My wife was with me during this visit. On 11/5 or 11/6/2024, I went into Pearl Vision on ************************************* *****************, Nv. **************************************************************** that if my glasses got damaged by them, I was not covered due to not having purchased Insurance at the time of my very first visit. I stated too them that I would pay for the insurance on my visit, but she informed me that the Insurance had to have been paid on my visit on 10/18/2024. My visit on 10/18/2024 was with ***** and she did not offer me any type of insurance during my visit. The total amount of money I paid for my visit on 10/18/2024 for my eye test and 1 pair of glasses was $943.16.

  Business Response

  Date: 11/25/2024

  This is the location in Pearle Vision in *********************. We have never serviced **** ***** at this location. I do apologize for the inconvenience. We also do not have an employee by the name of *****. I am unsure if he was provided the incorrect store number and address. We are located ********************************************. I can be reached at ************. My name is **** ****** and I am the ** at this locaation. Have a great day!

  Business Response

  Date: 12/02/2024

  The patient was refunded $791.17 to his original credit card on 11/13/24. The patient will not be refunded for professional service he received  during the exam. They include the following listed on their receipt. Sensory Motor Exam $65

  Quantifye $20  Optomap Retinal exam $44 and the finance charge for using CC- $23

   

  If you have any other questions, please let me know.

   

  *****

   

  Customer Answer

  Date: 12/08/2024

  I have gone to the Pearle Vision Center and asked for a refund for my glasses. What they offered me was a different pair of glasses and of course when I asked for the new price for the frames, they were the same price as my first pick. I then asked for a refund of my first pair of glasses. They complied and I was issued a refund. As far as they practice, I will be sure to inform friends and my very large family members to not do business with Pearle Vision and for them to pass this info on to their friends. I went to a local Vision Care and received a new pair of frames and glasses, and my total price was over half price of Pearle's charge. They will get my future business.

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22532905
  
  I am rejecting this response because: I have gone to the Pearle Vision Center and asked for a refund for my glasses. What they offered me was a different pair of glasses and of course when I asked for the new price for the frames, they were the same price as my first pick. I then asked for a refund of my first pair of glasses. They complied and I was issued a refund. As far as they practice, I will be sure to inform friends and my very large family members to not do business with Pearle Vision and for them to pass this info on to their friends. I went to a local Vision Care and received a new pair of frames and glasses, and my total price was over half price of Pearle's charge. They will get my future business.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 12/10/2024

  I am not sure what else we could do or how to respond.  I read his responce and I agree that we have given him a refund. We feel terrible that his is not happy with the care he received.  We gave him a refund. He states he received a refund. If there is anything else, please advise.

  Customer Answer

  Date: 12/13/2024

   
  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,
  
  **** *****

• Initial Complaint

  Date:08/08/2024

  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.

  I had my annual eye exam and Dr gave me my exam and tells me your eyes haven't changed so I'm keeping your prescription you have now , he prints out the prescription and hands to me , then he takes me over to the technician to order my glasses .The technician tells me to look at glasses to see which ones I like , so I proceed to look and find these really nice glasses that actually have a price on them the price said $219.00 .I take them and tell the technician these are the ones I want , so he goes to fill everything out to order them, when he's done he tells me it's going to be about $400.00 dollars, Im like how is that if the sticker price says $219 .00 he says oh hold on , gets up and talks to the office manger comes back and says that's not the correct price . I tell him I don't think that's fair that the price is clearly on the glasses and youre trying to over charge me , so he gets mad at that point I dont feel comfortable there , so I ask him to just give me my prescription and I will go elsewhere he gives it to me and smiles ,so I go to another office finding out he has altered my prescription I find the original prescription the dr gave me on my desk and then I see the one the tech gave me . Its clear that he altered my prescription just to be vindictive . From 4.50 to 6.00 .i tried on the glasses that were 6.00 , I was so dizzy I knew something was wrong now Im stuck with these glasses they wont return them , they wont let me talk to the Dr either they said he doesnt work there at that office anymore. Now if they did this to me ,can you imagine who else they have done this too . Thats scary to think if I would have wore those glasses at that prescription I would have messed up my eyes . Im not seeking money , I just want them to correct the prescription and let the Dr and manger that what that technician did is unacceptable and he should be fired . This is not right . I hope me coming forward they can do something about it.

  Business Response

  Date: 08/15/2024

  To Whom It May **************** spoke to ******************************* this morning, and we did come up with a resolution she is happy with.  I will be reversing her insurance benefits back to her insurance, this way ********* has them to use at another eye care facility to order new glasses. I uploaded ********** prescriptions and emailed her instructions on how to login to the web-portal.
  I did apologize to ********* about her experience at the Sahara Pearle Vision and we will address some of her concerns with the staff.  I did ask ********* if she felt this was fair and she said "yes".

  Thank you, 

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

  Market Manager

  Customer Answer

  Date: 08/15/2024

   
  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,
  
  *********************************

• Initial Complaint

  Date:05/20/2024

  Type:Billing 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.

  03/02/2024 I received new insurance with PEPB (insurance details attached showing coverage) and I went to Pearle Vision for my contact lenses exam. I have a $10 copay (includes exam and fitting) and $100 allowance every 24 months for contacts. When showing up for my appointment, Pearle vision ran my old insurance and charged me $50 copay. I explained I entered my new insurance, that began on March 1, 2024 and it should only be $10. They apologized and explained they would fix the issue during the week when the insurance opened. I have been doing everything I can think of to get my insurance applied but they keep stating, "I am not covered, I am out of network, or it is cosmetic procedure" and they are refusing to except my insurance benefit. They are now charging me late fee interest because I did not want to pay till they fixed their billing error. They should not be allowed to make up whatever they want just to not apply my insurance. I had my insurance call them to provide the details of my coverage and being in-network and not cosmetic, but Pearle Vision insisted they would not adjust my billing regardless of being covered.

  Business Response

  Date: 05/29/2024

  Hi, 

  I spoke to **** today and we had a good conversation about her contact lens fitting.  I explained everything in detail, and explained to patient that if her insurance denys the claim for the contact lens fitting I would waive the fee.  I explained to her to the I would address her concerns with the insurance issues.  I also let patient know that when she is ready to purchase contacts to contact me and I will be happy to give her a great deal.  Patient said that she is happy and will close this case out.

  Customer Answer

  Date: 06/07/2024

   
  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. I spoke to ***** and she apologized for the difficulties l was having and not sure why my new insurance was being accepted. I was able to pay the $10 copay and assured there would not be any additional fees, thanks to *****. She informed me should would correct the staff's misunderstanding and offered a discount on my future order for contacts. 

  I am happy it all finally got worked out and ***** was very understanding. 

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/06/2024

  Type:Billing 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.

  Back in December, I purchased contact glasses and optical glass in this store, I paid everything there with the sales call ****. 3 months later which is this month, they billed me ***************************************************************************************** Also they refused to give me the optical glass as well. I asked if I can return the contact glasses and they said no and they will find collection against me. This to me sound like 100% scam. Please investigate the situation.

  Business Response

  Date: 03/29/2024

  ************** complaint has been resolved and a refund requested by the patient has been issued back on his credit card. The optician during his visit made an error of not applying the discount towards the purchase of contacts resulting to a balance when our billing department reviewed his claim.  We reached out to ********** to apologize and inform him that balance were discounted but he still requested a refund instead which is already resolved. 

  Please contact us if you have any questions regarding this matter. 

  Thank you. 

   

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21391799
  
  I am rejecting this response because: there is no response
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/14/2023

  Type:Product 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.

  Purchase glasses on June 6th 2023 And it cost $326.76 an approximately less than 2 months earpiece separated from glasses Pearle vision employee inform me product was not covered by any warranty after numerous attempts they agreed to replace the frames as a one-time courtesy when I went to go pick them up it was obvious that they repaired the frames which they claimed were replaced so they deceived me and made it sound as if they were doing me a favor by honoring the *********************** contract which clearly states that there is a 2-year warranty included with the purchase of the glass frames of manufacturer's defect so to resolve this matter I would like to get what I'm *********** which is a replacement of the frames of which they repaired

  Business Response

  Date: 08/24/2023

  The patient came in to the office 8/11 with broken frames at the temple.  The break appears to be from wear and tear.  The patient did not purchase the protection plan.  The patient stated that on the *********************** site they state a 2 year manufacturer warranty.  We honored the warranty by replacing the frame for the patient.  We currently have the broken frame on hand since we have to send to ***********************( picture attached showing we have the broken frame).  We do not do the type of repair needed to fix the frame for the patient, so it is impossible for us to have given the patient a "repaired" frame.  The new frame the patient received is a new complete frame.