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:07/24/2024

  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.

  On 2/19/2024 I went to get exam and new glasses from this place and paid $448.94. I was informed by Dr. ****** that I needed a bifocal lens. Once they came in and I picked them up I was told that it could take a few weeks to a month for my eyes to adjust due to the bifocal. But to be patient with it and it would adjust. I took the recommended time and could not get the glasses to stop being blurry. I called them ~ I believe it was the end of March~ and they said would get me in next week at 8am. I got there and was told after the glasses were examined that the bifocal was put in the wrong place. I was told it would be another few weeks until my new lenses could come in. So I waited and by this time I think it is the end of April (not definite but pretty sure). Again, they tell me to take a few weeks to a month for it to adjust since I am new to bifocals. So this time I am not completely unable to see but everything is extremely blurry up close and I have to hold everything at least an arms length away with these glasses on. However, I follow the advise and keep trying for another month. I call again but am told it may take a little longer to adjust. So I keep waiting and trying. Finally I call them in July and tell them that this is not working. And that not only can I not see at all but now I am getting bad headaches. They get me back in to the office. They decide to do another exam and I am told BY THE SAME DOCTOR that the original prescription definitely does not match the current one and I never needed bifocals but they will get the new ones made. So I call to find out about the extra money I originally paid for bifocals to be refunded since I did not even need them. Only to be told by the office manager that they were unable to give me back my money since they cant give the glasses to another customer. I went to the district and was told there was no refund being given and it was my fault for waiting to late to make them listen for new glasses.

  Business Response

  Date: 08/07/2024

  The customer originally came in back in February for an exam and to order glasses. During the examination, it was determined by the doctor based on the chief complaint of the exam that the patient would benefit from a bifocal or pair of progressive lenses. She proceeded to optical to work with an optician on ordering her glasses. Those glasses were picked up at the end of February with no notable complaints from her. It was not until mid March when she returned to the office and the next documentation occurred where we worked with her to refit the lenses, raising her bifocal height at no charge to her under our 30 day satisfaction period. During this time, the customer's only complaint was "unable to read print on drivers license however if I raised the frame the print became clear" as noted in her chart. She left wearing the glasses in the mean time while we reordered new lenses. When she came to pick up her new lenses, she did not arrive with the frame so we could exchange the lenses and became very agitated with our office, cursed at a front desk receptionist and stormed out. I reached out to her to see if I could rectify the situation and clear up any confusion, but she was equally as agitated on the phone with me. Later that day, she called back to apologize for yelling at the front desk girl, and I was able to explain the process and apologize for any confusion she had in regards to the new lens order. It was her impression she would just get a whole new pair of glasses and not understanding the previous set would need to be returned. I personally exchanged her lenses and dispensed them to her husband per her request. I followed up with her a few days after she picked up her new lenses, and she had no complaints. We had not further communication with her until July when she reached back out to the office claiming the glasses have never worked for her. She once again was very agitated, yelling at the optician on the phone. Her complaint now is that both distance and near are blurry and causes headaches. The doctor reevaluated her 5 months after her initial exam at no additional charge, asked us to remake her lenses to just distance only with a very slight modification in prescription also at no charge to her. Days later, she called the office once again and demanded her refund for the progressive lenses claiming that the doctor admitted to her he gave her the wrong prescription and that he was negligent. When reviewing the chart notes for both her initial exam and subsequent follow up in July, it is documented that she would in fact benefit from a bifocal based on near vision visual acuity tests and noted by her chief complaints at both visits. The doctor had the conversation with her at her visit in July that not all patients adapt to progressives, and that maybe she would be better suited in a single vision lens due to her previous issues. That does not make him negligent, and again he went above and beyond to resolve the situation for her at no extra charge despite our remake period being exhausted. We informed her there would not be a refund and why, and she again was furious. My district manager then reached out to her directly and was also yelled at by the customer resulting in this complaint. Extensive notes of several interactions with her have been noted in her chart. However, the doctor has agreed to refund the patient the amount of the glasses in full and so we can just move forward with this.

  Customer Answer

  Date: 08/07/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** ****