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:10/10/2024

  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 9/28/24 my husband and myself used my union vision benefit for an exam and eyeglasses at participating provider Sterling Optical in Bayshore, **. My husband was seen first and had made his selection while I was having my exam. At the end of my exam I selected my frames, as well as lenses. I paid the total of $1,701.00 under the impression that I was charged the agreed set fees by the provider. After speaking with my husband regarding the bill, I requested an itemized bill be sent to me, which said bill amount doesnt match the receipt showing charges when I paid for glasses. It shows discrepancies in the fees charged. I spoke with the manager who tried to convince me that their manufacturing company for the glasses are not a participating provider for my plan although I was not informed of this secret billing process prior to payment. The company is saying that they dont issue refunds; however, it is not a refund since I was overcharged. We were charged $600 for transition lenses when the agreed set fees for that service should have totaled $80. The manager also tried to say that my plan only covers plastic lenses, but that is not true and I sent them proof of what is covered and what agreed fees should be but they are still not reimbursing me for overcharging me.

  Business Response

  Date: 10/18/2024

  This letter serves as my formal response to the complaint involving **** ******.
  On September 28th, 2024 **** ****** and her husband came to our location to get an eye exam and new glasses. After seeing the doctor the customer was educated by our sales associate on the type of lenses they would need in order to satisfy their everyday needs and overall health of their eyes. **** ****** decided on a Guess frame which is a specialty frame not included in her plan. She chose polycarbonate lenses with Zeiss blue blocker and transitions on it. *** ****** decided on a Champion frame which is also a specialty frame not included in the plan. He chose polycarbonate lenses with Zeiss blue blocker and transitions. Both of their lenses were outside the benefit and the ****** family was explained these were out of pocket expenses. The order totaled to $1,701 and was paid in full using a debit card. The ****** family left with her receipt and was told the estimated time it would take for the eyeglasses to be ready. The order was immediately placed to ensure the shortest turnaround time. Our sales associate educated the customer on the store policy that is displayed at the store for all of our customers to see, as well as printed on the receipt each customer receives, which states No refunds, even exchange or store credit only within 30 days should the customer have any uncomfort with the merchandise. 
  On October 1st, 2024 ********** contacted our store requesting a refund for overcharge services. Our staff looked up her insurance benefits and explained in detail what she was charged for and how the majority of what they ordered was outside their insurance coverage. ***************** frame retail price was $539 after her $155 frame benefit it came out to $384, retail price for her lenses was $649 after her insurance benefit she paid $466. ******************** frame retail price was $515 after his $155 frame benefit it came out to $360, the retail price of his lenses where $674 after insurance he paid $491, *** ******* lenses were a little more expensive due to the customization to correct his higher prescription. *** ****** picked up his glasses on October 9th, 2024 and was satisfied with his purchase. We are still waiting for **** ******* lenses to come in but once her glasses are ready she will be notified immediately. Here at Sterling Optical we take pride in knowing we are offering our patients with top of line quality lenses. Due to the lenses already being ordered and made for **** ******* exact prescription: we are unable to offer any refunds and can offer exchange or store credit only. We at Sterling Optical strive to provide outstanding customer service to each one of our patients and **** ****** is not an exception, we would be more than happy to rectify this situation to ensure our customer is satisfied with their purchase. 
  Please find attached documents supporting my case.
  
  

  Customer Answer

  Date: 10/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I was not informed that the eyeglass lenses purchased on behalf of myself, and my husband were "outside of my benefit" as this store is supposed to be a "participating provider" and as such has agreed to set fees for services which include Transition and Anti-glare lenses. It was not until I sent an email to my plan representative, as well as the store, on 10/1/24 that store manager ******** contacted me to discuss why I was overcharged for these fees based on the agreed fee schedule which my plan representative provided to me in response to my email and is attached. The store manager informed me on 10/1/24 that the manufacturer that the store uses to make the ********** does not participate in my plan and that the store does not issue refunds, only store credit. The manager continued to state that if I was uncomfortable with the cost of the eyeglasses, I should have said so at time of purchase. As I stated to her, what I am "uncomfortable" with is being overcharged for services as I would not have come to the store or ordered eyeglasses from store had I been made aware that I was not going to be charged for services based on fee schedule as participating provider. I also informed the manager that I would not want a store credit as it is not a refund, but a reimbursement of overcharges and I have no intention of ever returning to the company for services in the future. Furthermore, according to one of the receipts, my eyeglasses cost more than my husbands, yet the store is saying that my husband's eyeglasses were more expensive due to him having a higher prescription. That being said, why is it that my eyeglasses have not been received almost two weeks after my husband has already received his when mine had a lower prescription? If you look at the attached "itemized invoice" you will see that the store also charged per lens for Transition which I asked the store manager what sense that makes when I clearly would not do one eyeglass lens. 

  It is my belief that they are making all kinds of excuses to justify that they have overcharged me and do not want to make this right. I wonder how many others they have done this to and not been made to reimburse the individual.

  
  **** ******
  
  
  
  
   
  

  Business Response

  Date: 11/04/2024

  Our management has carefully reviewed your insurance benefits and has determined you were not overcharged for any received services. We understand your frustration and can guarantee if you have any issues with the merchandise itself we would be happy to assist you.

  Customer Answer

  Date: 11/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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