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:04/17/2023

  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.

  On March 8th I went in for an eye exam and hopes of purchasing a new pair of glasses as well as a new set of contacts. I told both the nurse and the manager that I had vision insurance. The nurse never attempted to search for my insurance and charged me for everything out of pocket I made two transactions for $35.00 and $68.00, I had never used vision insurance so I think she took advantage of me. The manager "helped" me with picking out frames. I couldnt see so I went with the recommendation. I was given a trial pair of contacts, and upon now being able to see I asked to check out the frames again . I picked new frames totaling $279.99. The manager then began to place the order he asked me how many contacts I wanted, I asked for a 6 month supply (however I only received 3 months.) He then asked if I wanted the blue light protection for my glasses lenses and I agreed and he then signed me up for transition lenses leading me to believe that was the only way I could receive the protection. I wasnt asked anything else the remainder of the order. He placed the order the way he chose to customize them. The total for both was 573.94, 139.98 for the contacts and 433.96 for the for the glasses(I was charged 573.96) I received less contacts than I ordered so I began to suspect something was up. When I went on to pick up my glasses I asked for an itemized receipt of everything I was charged for including the modifications and costs if the eye exams. He told me he could only give me one the glasses and contacts. I checked the receipt after I left and saw my insurance was never inputted for my contacts. Also I saw I was charged $379.99 for the frames. I was also charged for a protection plan that was never mentioned. I reached out to ****** Vision online was told that I would receive and response in 5 days, its been 3 weeks. I only wanted to be refunded for the parts my insurance should have covered as well as the overcharge on the frames. But now I would like a full refund.

  Business Response

  Date: 04/18/2023

  ****** Vision Franchise Licensed Operator BBB Complaint Transfer
  1 message
  **** *****************************> Tue, Apr 18, 2023 at 9:37 AM
  To: ***** **** <************************>
  ********* *** ********
  Customer Name: ****** ********
  
  Franchisee Information
  Name: ******* *****
  Brand: West Point Optical LLC
  Phone: ***** ********
  Address: **** ******* *** ****** ** *****
  

  
  

  Business Response

  Date: 04/24/2023

  Hi,

  Our Regional Director has reached out to *** ******** on Tuesday April 21st and Thursday April 24th and came to a resolution.  He was under the impression his insurance had not been applied to his eye exam but in fact it had been. He also shared he was never given an itemized receipt from either side of the business, but he did locate both receipts after speaking with him yesterday.  She walked him through each itemized receipt and explained how and where his benefits were applied.  His contact lens fit was not fully covered due to the type of contacts he wears.  As for the difference in price for the frame, we are honoring a price match from ******** website and reimbursing him for the difference without having transition lenses.  He’s happy with this and the store will be crediting his form of payment back.
  
  Thank you,
  
  Lauralee N****

  VP Human Resources

  Customer Answer

  Date: 06/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  This is a follow up to a complaint that i previously placed. As part of the resolution that ****** vision agreed to they would give me a partial refund for the cost of the transition lenses as well as the frames that were marked $100 over retail. It has been almost two months since i was supposed to have received the refund, however even after multiple emails between myself and customer service nothing has been resolved and i am still left without my money. It is crazy that they were able to take my money in seconds but it is taking me over 2 months to get mine back. At this point this is getting closer and closer to a fraudulent matter and i will have no choice but to resolve this with my bank for a full refund. I am trying to be patient but i am a college student and need my funds now! I was supposed to have recieved an update over a week ago and still nothing. i am tired of being neglected by this company unless i am making some kind of noise.
  
  Regards,
  
  ****** ********