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Business Profile

Optometrist

Refocus Eye Health

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optometrist.

Complaints

This profile includes complaints for Refocus Eye Health's headquarters and its corporate-owned locations. To view all corporate locations, see

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Refocus Eye Health has 3 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/22/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      More information to complaint #******** I was told by my insurance company the ********** was not covered on a 3 way call with Refocus Eye and myself in January of 2025. Although confused since I was told on three different occasions prior to this call that is was covered, I accepted this information and was immediately billed for the money I owed them.I contacted the hospital where my eye surgery was performed for an itemized bill for my services which showed the Toric Lens.I found my report of items paid by my insurance company which included payment to Refocus for the Toric Lens.I contacted Refocus on February 25, 2025 with the above information and was told it would be looked into. Since the surgery in question occurred on January 25, 2024, and I have tried since August of 2024 to have the $2200 I paid returned, I did not think I had to give this new interaction with Refocus any additional time for a resolution.

      Customer Answer

      Date: 04/22/2025

      I have yet to hear from the Refocus *********** in relation to receiving my $2200 refund for eye lens that were covered under my insurance plan.

      I spoke to Digeo, a supervisor at ********** Personal Choice, *************) my insurance carrier either on 4/16 or 4/17/25. He confirmed that my toric lens WERE covered and paid for by ********** to the Refocus ***********. He gave me this reference number if there were any questions:

                                                                                                          14500673

      Customer Answer

      Date: 05/20/2025

      When I called Refocus to make May's monthly payment of $10, I was told the bill was sent to collections. I once again explained the entire situation to them. I was asked to fax over all documents I have on this to ******* ***** at **************. Address **************************************** which I am doing today. 

      The attachment is of the bill that I was told that needed to be paid, not the January bill.

    • Initial Complaint

      Date:12/30/2024

      Type:Product Issues
      Status:
      Resolved
      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 January 25, 2024 I had corrective eye surgery at Ophthalmology Physicians and Surgeons on my right eye. On February 22, 2024 I had corrective eye surgery on my left eye at the same hospital the right eye was performed but the company was transitioning to Refocus Eye Health. I paid for both surgeries in advance since I was informed my insurance, Personal Choice, would not cover it. The January surgery I paid for through Ophthalmology Physicians and Surgeons. The February surgery I paid for at the hospital the surgery was performed at, the *********************. Contacting Personal Choice about another matter in May, I found out my eye surgery was covered by Personal Choice. With my insurance representative on the phone, a three way call was placed to ********************* about the error. The billing representative confirmed that payment was received from my insurance company and started the refund process which I received. I attempted to contact my doctor's billing office about the error with my representative on the phone. Due to the long hold time, she could no longer remain on the phone but suggested I go in person to rectify the matter. Due to being attacked by 6 dogs on May 5th, I was not able to travel at that time and felt I could resolve it over the phone.On May 6, 2024 I was told I would receive my refund of $2200, that was paid by Personal Choice on January 19, 2024, within 4-6 weeks. I called on July 5, 2024. I was told ***** in billing was the only person that could help me since there was NO RECORD of my payment. I left a message for *****.July 8, 2024, left message for *****.July 9, 2024 spoke to ******** in Refocus billing. Said she would follow up on this.July 12, 2024 called Refocus, asked for a supervisor. Was told someone would call me back.July 16, 2024 ******* from my doctor's office (or maybe Refocus, I'm not sure) told me I'll have a refund in 4-6 weeks. To date I have not received a refund.

      Business Response

      Date: 01/15/2025

      To Whom It May Concern:

       

      Attached, please find ReFocus response and corrective action in regards to Patient Grievance #********, patient ****** ******. The Billing Statement is also attached.

       

      Please let me know if you have any questions or concerns.

       

      Respectfully,

       

      ***** *****

    • Initial Complaint

      Date:08/15/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 July 5 I had an appointment at this office. The front desk girl was not welcoming and was distracted by her phone most of the time I was there.I sat in the lobby for a while and was not given any updates of how long I had to wait.Thye lady who fits people with eyeglasses was the only one who seemed caring. She checked up on me and asked if I needed anything, while I was in the lobby.The guy in the back, was the worst. He was the one placing people in exam rooms:1. HE DID NOT WASH HIS HANDS DESPITE MY REQUEST HE DO SO!2. he left me in the exam room for nearly 2 hours unattended. Because of a medical condition l have situation I sort pass out. I felt like I could have died or had a medical emergency there and no one cared!3. my appt was at 5pm and I was seen after 7pm.4. the guy in back he had on black nail polish that looked like dirt. on his nails.Then the doctor I saw was horrible. Why is he packing his schedule so much so that he cannot see scheduled patients in a timely fashion.I think it is unfair I got numerous text messages that stated I would be charged for missed visit /no show within the 15-minute window. they allow.Yet they charged me a co pay I don't think they should keep.This doctor never gave discharge instruction to the front desk girl. I had to tell her what the discharge instructions were to be.

      Customer Answer

      Date: 09/11/2022

      [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.

      I have not heard from this the company yet. Thanks for your help.

      Better Business Bureau:

      At this time, I have not been contacted by Refocus Eye Health regarding complaint ID ********.

      Regards,

      ***********************

    Refocus Eye Health is NOT a BBB Accredited Business.

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