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:09/16/2022

  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.

  I went to this office because my new insurance did not cover me going to see my normal eye doctor. We went ahead with the exam and ordered a 6 month supply of contact lenses. I received a call from the office stating I could pick them up. I have tried several times to go to the office to pick them up but they are closed all the time. I've tried calling (no one ever answers) and the voice-mail box is full. I just want my contact lenses that I've paid for.

  Business Response

  Date: 10/05/2022

  September,2022 
  

  On 6/16/2022 patient was called to advise that contact lenses were available for pick up. We were open all normal operating hours until 7/02/2022. Between that date and 7/02/2022, no attempt to pick up or contact our office was made by patient. 

  On 7/02/2022, due to vandalism / burglarizing of office building, electricity, water and gas had to be shut off in building. A problem that is ongoing. We attempted to contact all patients who had lenses in office and as orders were received at office. 
  Answering service messages were checked regularly. Arrangements were made to pick up lenses. We were only open as pick up times were arranged as lack of utilities prevented normal staffing. 
  A staff member checked messages up to approx August 22. No messages were received from patient in complaint. I began personally taking messages from machine at that time and did not receive any messages from patient. 
  On the day I received the complaint through BBB, I attempted to call patient on phone number on record to make arrangements but the in box was full on two attempts. 
  I was unable to personally verify shipping address. The contact lenses can be mailed to patient at address we have on file and was listed on complaint. 
  Of note Patients insurance does not and patient did not pay for the contact lens fitting. 
  ... 
  I hope this clarifies the situation. 

  Customer Answer

  Date: 10/05/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I have no missed called from the providers office and was unable to leave a message for them as their voicemail box was also full. My lenses were received in the mail. I would like no further contact from the offices and wish them the best in their future endeavors. 
  
  Regards,
  
  *******************************