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:04/03/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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 on 02/28 to Monarch Eye care as a walk in with the intentions of getting either contacts or glasses and I opted for a 39 dollar exam which I completely agree on. The problem resulted at the moment of payment, the representative who was taking care of me was very misleading and had a strong salesmen approach on me making numbers up, telling me that it would be best If I paid the exam out of pocket it would make more sense because we could apply for my insurances covers towards glasses or contacts, which by believing her I opted with getting glasses by insurance and contacts out of pocket, she wrote down on a piece of paper what my insurance covered and it was not even close to what the insurance was saying. (my insurance covers 10 dollar copay). And she told me that the copay would be 60 If i did it with insurance but then it would not apply for the glasses anymore and that’s why I should pay out of pocket. I was told that my final price was 479.26 in which eas a shock to me because I never paid that much for contacts and glasses. I went ahead and paid it because I had to take care of other businesses. The lady did ask me If I wanted to try the contacts in which I said yes, so they gave me trials.. I asked for an invoice and they denied me one because “she had to wait for her boss to do her thing so she can do hers”. I asked for it at least be sent to my email in which she replies that I have to call the next day to remind her to send an invoice.
  The next day I start feeling discomfort from my right eye producing irritation and the lense would not fit properly due to the irritation, I call monarch and ask them to not order the contacts for me as they were not comfortable for me. The lady immediately was already saying that I already paid, that I agreed to it, that if anything they can try and see if they can fit me with other contacts in which I refused and asked only for my glasses.
  I went to monarch to get a refund and was provided a partial refund. 188 miss

  Business Response

  Date: 04/04/2024

  As we have discussed in detail when you were in the office, our entry form has multiple questions regarding contacts of which you answered yes. Do you want contacts? you signed YES, Do you wear contacts?  you signed YES, two separate members of the staff had discussions prior to your exam regarding your contact lens fitting fee and you proceeded with the examination and payment.  Also during the examination the doctor discussed your contacts lenses and new contact prescription, at no point did you state you did not want contacts, while you were physically putting in contact lenses during your fitting with doctor, at no point did you state you did not want contacts, after the examination you went as far as to purchase contact lenses while you were in the office.  All of these are factual indications and actions that you wear and proceeded with a contact lens examination the day of service. You now have prescriptions for both glasses and contact lenses, of which we have printed at your request.  Simply because you want a refund for your contact lens examination days after you allowed it to proceed, does not mean we can refund the doctors services or your fitting that was performed.  We have refunded your purchase of contact lenses and cancelled the order for materials, however it is your responsibility to properly indicate at any point during the paperwork, payment before the exam, during the exam and after when you were ordering contacts with your new prescription that you did not want a contact lens prescription.  

  Customer Answer

  Date: 04/05/2024

  
  
  Complaint: ********
  
  
  Please explain to me if it was how you said, how the billing is completely different that what we discussed in person? You used the same exam to charge me for contacts and glasses when I didn’t take contacts. You are charging me for a pair of trials when they’re exactly that, trials. I told you I didn’t want them before submitting the order.

  Im being charged for an exam which I should’ve never got charged for since I never received my contacts!

  The fact that you couldn’t provide me with an invoice that day and then the invoice you send me is something you worked for insurance to make sense of it is not ok.

  I never had a separate exam for contacts, that day me glasses were issued with the ONLY exam I did

  Your other representative was telling me that the 39 dollar optional that I requested counted as well towards the “other exam” yall did to CHARGE ME 188 extra.

  If we would’ve done things exactly as the insurance promoted and not being deceived things would’ve been different.

  Now the only truth is I was charged for an “extra” exam that I never conducted. Only one exam was taken and that exam was used for glasses. How do I get charged for two exams?

  Customer Answer

  Date: 04/05/2024

  Also, as I was saying. you don’t have an options where I can review my options. If i’m in there trying to decide what I want, what is the closest option your sheet has? The closest thing is indicating that I want both.

  I indicated to the representative that I wanted to see what was better for me.