Complaints

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• Initial Complaint

  Date:07/13/2023

  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.

  February 14th I was charged $475.50 for a pair of prescription computer glasses. I took them for abut a week. I called and told the office I can't wear these. Dr. ******************** told me to come back in . she kept the glassed and made adjustments. I picked the glasses up about 10 days later . I tried wearing the glassed off and on for about a month.I called back and spoke to the office manager. I explained to her I couldn't wear the glasses. at all. The adjustments didn't help. I wear unique glasses that require prisms because of extreme dizziness. The glassed were triggering the dizziness. I told her I understood not refunding everything but I wanted some refund because I couldn't wear them at all. She told me they would not refund any monies because they have a lab bill. I will not be returning to the office. I have been a patient there for about 4 years. I just want my refund so I can purchase glasses I can wear.

  Business Response

  Date: 07/18/2023

  Thank you for taking the time to express your concerns regarding your lenses. As you know from your previous 4 years of experience, your visual health is extremely important to us. We understand how frustrating visual issues can be and would appreciate the opportunity to assist you. As you stated, you wear unique lenses with prisms in them for dizziness. Lenses which after thorough testing and trials were ordered for your specific visual needs on 2/13/23. We gave you a 30% discount at the time of purchase making the glasses $ ******, $21.70 was for a Dry Eye Relief Mask, and $80.00 was for the eye exam and refraction. You were also given a copy of our optical warranty which you signed acknowledging that our office does not provide cash refunds on glasses. As stated in our warranty we will adjust prescriptions if you are not adapting. We received your first call stating that the new prescription was not working and scheduled you with the optometrist 2/24/23. At this time the lenses were remade with a change in prescription free of charge. The remade lenses were dispensed on 3/3/23. On 5/24/23 you contacted the office to obtain a receipt for your HSA and made no indication that your glasses were not working. On 6/6/23 our office received a voicemail that you were unable to use the glasses and would like a refund. The office manager called back that day and left you a message. The office manager spoke with you 6/9/23 and explained that we would be happy to schedule an appointment with the doctor to address the lenses. At that time, you stated you were working and would not come back into the office so the doctor could assist you. As we have discussed we would appreciate the opportunity to assist you with your prescription as we have done in the past to accommodate your unique visual needs and are happy to schedule a follow up with the doctor. Please contact our office to schedule.