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:06/08/2022

  Type:Product 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.

  I made an appointment to have an eye exam and purchase a special they were offering two pair of glasses I believe it was 79 dollars I had the exam and they directed me to pick out the type of frames that were allowed in the offer they had to be of a certain price range I picked out two I brought him to the front desk and then the person at the front desk started misleading me and saying oh you don't want regular glasses you just want these to read . she kept insisting saying I needed them just reading glasses . The young woman proceeded to place the order and charge me I believe it was $189 She would only take one pair of frames. out of frustration I finally paid for the glasses and left and on my way home I called back to speak to a manager to explain the situation and thought they could fix it I didn't get a manager I got an answering machine but I left a detailed message saying that I felt that was misled that I wanted the special . I never heard back from them then I got a call saying the glasses were ready for me to pick up I called them and told them what had happened. They asked me to come down. I came on a Monday they were closed. I left another message trying to resolve things because I didn't want to pick up the glasses because they wouldn't be any use to me. A long time passed they called me and wanted me to pick them up and explain the situation again this time my insisted on speaking to a manager who got very hostile to me and kept trying to put words in my mouth and I told her I didn't appreciate it and I just wanted her to send me a refund because I didn't feel like she was acting professional and I felt I was involved in a bait and switch issue at this business. It's been a few weeks now they have not sent me a refund checked, a call or letter. II told them I was going to contact the better Business bureau and even the Magistrate through an email I sent to their company I like to make mention that I am 53 yes old business owner.

  Business Response

  Date: 07/15/2022

  To Whom it may concern, 

  In response to ***** *******'s complaint; ***** came to our office for and appt. In Aug of 2021.  She did in fact bring our ad with her from the 2 for $79.00 special.  The problem being and tat was explained in detail that day, was the frames she had chosen exceeded the 59.00 frame allowance that is with this particular special.  The frames she chose were 159.00. She was also shown where these frames for the special were and the color of the star. 

  She stated she didn't like the frames that were included and she picked a different pair.  According to her prescription she needs a bifocal..but her concerns were back for the 2 for 79.00.  Again.  It was explained to be for single vision and plastic lens but frames at 59.00 each..

  She was told about the differences in bifocals one being lined the other being progressives and the details with those choices.  She herself chose just reading glasses..she stated she did nails and that is what she's using them for.  It was explained that she wouldn't be able to look up being they are for near vision (her bifocal rx).

  Later, Ms. Paddock had a text sent telling her that the glasses were ready..no response.  We use ****** text to inform our patients their items are ready or to confirm most appt. We had only one telephone no. for her.  We tried again and again randomly.  

  The only doubt I have is if she tried to respond to the no. viewed from texting, our picture telegram states its an unmonitored no. and to please call our office. 

  So in May, Going back through trays and jobs I reminded a couple of pick ups needed one being *** *******.  She returned the phone call this time and spoke to our new employee.  She stated she wanted the bifocals that it wasn't her fault and tha'ts what she'd like.  

  Jessi our employee put her on hold and explained the situation to me.  My thoughts were oh, this is easy just add on bifocals..no..it wasn't so simple.  

  I took the phone and *** ******* stated she picked where she was told.  And kept going on about the employee must be inexperienced.  I told her that we are very experienced and I did remember the days she was in and told her she had a business with nails and she stated that didn't need to look up..the entirety of the conversation.  *** *******'s voice was so loud not only did I tell her to please lower her voice...3 times...but the customer at the front desk could hear her also.  I asked if we could move on from August and we can put the bifocals in for 49.00 (normal price 99.00).  She was more irate.  Telling me shed ruin us on social media, her lawyer and her good friend the magistrate and also Better business.  This conversation was going nowhere she wouldn't listen, she wouldn't let us put the bifocals in she was just impossible.  *** ****** was contacted and it had been noticed numerous times for pick up..our office hours are on the flyer and appt cards and also on the website that we are closed Sun and Mon we operate Tues through Sat. 

  We would love to proceed in helping *** ******* but the is a cost to bifocals which would have to be applied then in August and now...along with the proper measurement.  She, in now way..was persuaded to go the way she chose with the single vision being we knew she could only see close with them.  

  Respectfully, 

   

  Business Response

  Date: 08/10/2022

  Dear ******* *******,
  Hello, 
  In our business, the agreement of the patient picking up their order is placed at the time of monies collected and receipt given. She was to pick her order up and to be fit propetly with the pair she chose. As we showed in our last response we tried notifying several times with only one interaction and this occurred almost a year after the purchase and it was she wanted to change her order. 
  We do not disagree she may have called or text an unmonitored..automated number in which we used to try to contact her. 
  The statements in which *** ******* has made are not factual and are a little contradicting...the first complaint was she was requesting refund...the second was the owners agreed.. in which they did not. Until now, we are exhausted with trying to help this situation in which she clearly wants a refund. Although we will not recieve credit through the lab used for the order placed a year ago..we will refund *** *******. Subtracting the 89.00 exam. ** ******* can pick up her prescription and bring the same card used to credit the difference back. 
  As we take pride in all of our patients and helping them with their needs... we feel it's best to eliminate this situation.. so we could put messages left at our office with threats using the magistrates office to rest, and carry on with our thriving, growing business. 
  ** ******* will also be discharged from being a Crystal Vision patient in any of our locations. 
  
  Respectfully 

  Customer Answer

  Date: 08/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  Thank you so much for working with these people. I really didn't want to pay $100 to the Magistrate but I was planning to do so.

  In my 53 years of working with businesses and being a business owner for several years ,I've never come across a company so dishonest unethical and without proper customer service.

  
  

  I will go to Crystal vision center in Tunkhannock pick up the glasses they made as long as they will provide me with the $100 reimbursement in cash or check.  As I am paying for my eye exam I expect to have my prescription written down for me, as well. 

  
  Regards,
  
  ***** *******