Complaints

This profile includes complaints for Sansbury Eye Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Sansbury Eye Center has 6 locations, listed below.

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  Sansbury Eye Center

  7588 Woodrow St Irmo, SC 29063-2874

  
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  Sansbury Eye Center

  2313 N Beltline Blvd STE C Columbia, SC 29204-3415

  
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  Sansbury Eye Center

  205 Columbia Ave STE C Lexington, SC 29072-2662

  
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  Sansbury Eye Center

  275 Harbison Blvd STE T Columbia, SC 29212-2222

  
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  Sansbury Eye Center

  PO Box 1107 Irmo, SC 29063-1107

  

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:08/19/2024

  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 visited this location on Harbison Blvd on July 31 and, after my exam, was given a new prescription for contacts. I went ahead and ordered one year worth of contacts, which were delivered to my home. After about two weeks of the new prescription, I was experiencing headaches and other issues with the new contacts. I called and asked if I could return my new, unopened supply of contacts and switch them out for a year supply of my old prescription, which was granted over the phone. When I arrived at the location, the staff would not allow a return of these, simply because I marked a small "R" and "L" on the boxes to designate which eye each box was for. When I asked what I was supposed to do with my $300 worth of mis-prescribed and unusable contacts, the staff just told me it was company policy. Not only am I out the money I paid, I'm also now left without contacts and my insurance has been used up for the year.

  Customer Answer

  Date: 08/27/2024

  Good evening Regina, 
  
  Thank you for reaching out regarding my interaction with Sansbury Eye Center. I'm happy to report that a member of the staff contacted me Monday morning and was able to resolve the matter by switching out the unusable contacts for the ones I need. This was all I requested, so I am happy with the outcome.
  Thank you for you assistance with this request and support of businesses and customers.
  
  -Neal B*********

• Initial Complaint

  Date:12/19/2022

  Type:Billing 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.

  Sansbury proceeded in telling me there's no balance after my contact fitting - then called me requesting payment 2 weeks after the fact - only because whoever billed it didn't bill my insurance correctly. This was brought to their attention only after I inquired about purchasing contacts from another location. I specifically asked if there was a balance prior to leaving my appointment (at checkout) and was told no "I was good to go" - as I would've paid it on site. I called Lexington location to order contacts (as Forest Dr. didn't have my trials in stock) - they informed me that I didn't pay my contact fitting fee, which I was never notified of and NOT the reason I was calling. I was told I'd have to order from the location my appointment was at. So, I call said location (after visiting in person) to get contacts ordered and I'm told $89 (out of pocket cost for contacts is $16-$20). So because the Lexington location notified Forest Dr. location (where I've been seen), now they're requesting payment. I haven't receieved anything in the mail, not a phone call - not to mention - I was at Forest Dr. location in person, and STILL wasn't notified of the fee I owed. Not until I called Lexington, has Forest Dr. said anything about payment. I cannot be billed after the fact, when I was told there was no balance at time of my visit. I will be calling my insurance company and cancelling benefits for 2023. I'll be going back to America's Best, where the staff is professional, friendly and don't try to price gouge every patient that comes in. I have learned first hand I don't want to do business with Sansbury or carry on a medical relationship. The receptionist should've billed me out correctly, and if there was indeed a balance for the fitting - I should've been notified immediately, especially after asking specifically about a "co-pay" or balance.

  Business Response

  Date: 01/05/2023

  We have spoken with the patient as she was in our office yesterday for further services. She knew that she was provided a service that required payment. The staff didn't know if they would end up needing to upgrade the charge based on findings from the exam so they made a decision to wait to apply the charge until the follow up visit took place.... which was yesterday. That was a mistake. Charge should have just been added the day of service and then either upgraded or rebilled at the later day. This caused the confusion for the staff assisting her when she was asking about her balance. The balance was a legitimate balance. However, since we should have simply billed her in full the day of service, we agreed that we would waive the charge. She stated that she would withdraw her complaint. 

  Customer Answer

  Date: 01/05/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18611166, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Ashland ********