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:02/05/2025

  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.

  On January 30, 2025, I went to MyEyeDr. for an annual vision exam. The optometrist said the store was out of the prescription and brand of contact lenses that I wear, and suggested trying another brand to which I agreed. Upon check-out, I was notified of an additional $105 charge for trying the other lenses. Staff said the optometrist should have informed me of the fee before trying the lenses and contacted the manager, who could not change the bill. We notified the optometrist, who shrugged, smiled and waved good bye as she left the store. Staff informs patients of the additional fees attached to other optional services that insurance does not cover, e.g.,screening photos, and should have provided details of the cost in advance so I could have made an informed decision. Had I known of the additional cost, I would not have tried a new type of lens. I believe that the hidden charge is unethical and request a refund. Let me know if you have any questions or require additional information. Thank you, ****** ****

  Business Response

  Date: 02/13/2025

  This patient visited our office for a routine eye examination plus a contact lens evaluation. She has worn mulitfocal contacts during her entire history with us, across three different locations. She has always been billed for a multifocal contact lens evaluation, except her last three visits to a sister store in *********. While visiting *********, she was inaccurately charged a lesser copay for a spherical contact lens evaluation, which is a lower level exam with a lesser charge. Upon visiting our office in ******* she was again accurately charged for the higher level, more complex multifocal contact lens evaluation. The charge associated with this examination has nothing to do with the brand of lenses she wears and was not impacted in any way by the change from one brand into another. We did partially refund this patient the difference between what she paid this year and what she paid last year, but the charges are in no way "unethical" and she has always been responsible for this fee and paid it in the past.

  Customer Answer

  Date: 02/25/2025

  Dear *** or Madam,

   

  Thank you for your email and apologies for the delay in replying.  The message is fine; I remain dissatisfied with myeyedr. and will not do business with the company again.

   

  Best,

  ****** ****