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:06/21/2023

  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.

  My son and I went for an eye exam at Westchester eye drs in rye. I never experienced employees like this EVER!! I have primary and secondary insurance which they do accept. I was being double talked and distracted, not only was i charged 540$ cash I had to beg 3 days later for a receipt. ****** supervisor was my sales person. She was trying to push me for 12 months worth of contact lenses. I insisted on 6 months supply. When I left the establishment I knew I was robbed. The frames here were all over priced by 200$ I brought my own frames in added prescription for distance. and got a pair of reading glasses that were covered by my plan ,6 months of contacts which wound up being 12 months although ****** told me over the phone for a 90 box supply 4 boxes is for the left and the right eye bc they had a different prescription in each.. after arguing with her and the little nasty receptionist ****** who doesnt have any answers to questions about insurance and what my insurance covers! I went over my contacts with another eye dr and the prescription was the same in both eyes. So she did try it by giving me a 12 month supply rather than 6. I was charged 200$ for a pair of glasses that were covered by my secondary insurance plus anti glare plus lens trimming bc she proceeded to show me a 3 inch thick piece of plastic and said my sons glasses would be that thick if I didnt trim them down with another charge! When she finally sent me my receipt 3 days later it wasnt my original receipt! It was an adjusted receipt with still the incorrect amount. She agreed to refund me 185$ but after calling my insurance company back and seeing that she gave me more than I needed, the more expensive type of acuvue contacts without other options and charging me 120$ per box for ***************** acuvue which they were not ******* and *******. They do owe me more money bc my insurance covers 200$ towards my purchase! I find it really funny how after the ************************* left who was a sweetheart the whole store was in an uproar! I tried calling to speak to ****** today but ****** answered and abruptly put me on hold without saying hold on. As Im on hold I received a text message saying sorry were having phone trouble today well have ****** call you back! Im taking further action now on this racket of a place

  Business Response

  Date: 07/01/2023

  We have resolved this complaint on a store level. The patients currently have the product that was paid for. As a courtesy we have adjusted the patients insurance benefits accordingly to accommodate her multiple purchases. Giving her a greater allowance off the more expensive product. 

  Customer Answer

  Date: 07/05/2023

  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]

  My insurance was not adjusted. I was given back cash along with an attitude from the supervisor. I had to wait 4 days for my original receipt with no breakdown and ask the supervisor to give me a receipt with a breakdown which still wasnt making sense! I was told that the acuvue moist contact lenses were being discontinued which seems to be false information bc I spoke with numerous eye care places and called acuvue themselves! I was also told that i couldnt purchase a 3 month supply worth of contacts which was a lie! My insurance covers 200$ twords contact lenses and if I would have purchased a 3 months supply I would only owe 40$ so they were definitely haggling! I also have primary and secondary insurance for eye care and my secondary wasnt used for my glasses! They wanted to charge me 180$ for glasses for my son that should have been covered by my secondary! The bottom line is theyre doing this to alottt of people Ive read their reviews and others were having the same type of issue! 540$ is absurd when you have two eye care coverages. I should have been offered different prices for contacts lenses not just immediately assumed that I was getting the top of the line along with a **** **** story that the ones my son was wearing for many many years were being discounted! The supervisor also pointed her finger at the eye dr and said she only fit my son for that certain contact lense that he would need to be fit again! I was also told that my son has a different prescription in each eye which was another lie! So basically i have 4 boxes of the same exact prescription with a count of 90 per box which adds up to 360 contacts!! Theres no reason why i was forced to purchase that many when I only needed 2 boxes if u want to get technical which would be a six month supply!!! Its all a scam. Granted i received some money back but it still isnt the correct amount and had to cancel my sons pair of glasses in order to get my money back which should have been covered by my secondary insurance.. on top of that they charge 40$ each lense to be trimmed bc the girl ****** pulled out a piece of plastic that was about 3 inches thick and said thats how thick they would be if we didnt trim them and extra cost for anti glare which majority of the time isnt covered but its about 20$ extra. These ppl are trash it was a low budget eye care place who makes out on ******** patients! 

   

   

   

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

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

  Business Response

  Date: 07/15/2023

  When the patient presented to the office she explained that she had two vision plans and at the time of the visit one showed that it was inactive for both her and her son. As a courtesy we explained we would apply the benefits and ****** would call Monday morning to see what the issue was being that it was Saturday and her insurance office was closed. The total payment was only $500. She had applied both insurance for her two purchases using one insurance for a distance pair and one for reading. She was only charged $25 for a pattern fee that's applied when using your own frame. As for her son, he was interested in a specific frame and his prescription is more on the higher side which creates thickness in the lens. We were asked to apply the better benefits towards the two purchases which is what we did. On Monday we received a phone call from the patient insisting we sold her a year supply because they had four boxes. We then broke it down to explain that because he has two eyes the four boxes that consist of 90 lenses is only a 6 month supply. We then adjusted the benefits and gave her a refund back  of $185 and her son did not get the glasses. She also received an email that Monday with the invoices attached.  We had listened to the patient the whole way through and explained all options to her. She was not forced to make any purchases and was explained the best options to utilize her two vision plans. We strive for quality service and explain to every patient and customer what there options are. If you have any other questions or concerns please reach out to us at the office. 

   

  Kindly, 

  ******