Complaints

This profile includes complaints for Cedar Hill Eyecare Clinic / Optical Boutique's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Cedar Hill Eyecare Clinic / Optical Boutique has 2 locations, listed below.

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  Cedar Hill Eyecare Clinic / Optical Boutique

  1233 E Pleasant Run Rd Desoto, TX 75115-4200

• 

  Cedar Hill Eyecare Clinic / Optical Boutique

  818 N Highway 67 Ste 104 Cedar Hill, TX 75104-2102

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:04/12/2023

  Type:Service or Repair 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 October 25, 2022, I had an appointment with ******************************* at Cedar *************. I went to get a prescription for computer glasses as reading on the computer had become blurry. When I left the appointment, I was given a prescription for permanent glasses I already had, not the computer glasses as agreed. This became known later, when I scheduled the appointment to check the new classes. I had the glasses made by a different company in March 2023 after concluding the my search of multiple vendors who had a broader selection. I selected a vendor and had glasses made. My vision with the new glasses was still blurry. I made another appointment with **************** on April 4, 2023 to check the glasses. He advised me that the prescription was the same as my current glasses. He acknowledged making a mistake and asked a staff member (*****) to make the lenses computer glasses. The staff person said no, even though they gave me the wrong prescription, they would not make the situation right. The behavior is unacceptable and an unethical business practice.

  Business Response

  Date: 04/13/2023

  Patient ************************* was originally in the office for a complete eye exam for glasses on October 25,2022. Patient was written 2 separate prescriptions, one for a distance correction with a near add at the bottom for reading and a second for computer.  *************** took both prescriptions and paid for her exam only.  She called back in April stating she filled one of the prescriptions somewhere else and she was not able to see out of the glasses for her computer.  She was scheudled to come back in to let *************** recheck the prescription on April 4,2023. *************** did check the rx that was written originally and finds the same readings. *************** thought the glasses were purchased from our office and if that were the case we would be more than happy to remake the prescription for the patient.  *************** presented a frame that was purchased from the previous owner in 2017 and was attempting to have the Rx put in that frame.  There is no refund due, as there was no money exchanged for glasses at this location.

• Initial Complaint

  Date:08/24/2022

  Type:Product 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.

  I went into.the Optical Boutique on Pleasant Run Rd for the first time on August 16th I requested a pair of Medicaid glasses meaning cheaper frames and no frills. I was even was shown which wall to choose from. Then a guy called me from there to verify my Medicaid so I thought that things would go as normal and I was told that it would be two weeks because one of my eyes needed a special order.
  Sometime between then and the 19th I received a voicemail from them that my glasses were ready! Really!? Two days instead of two weeks? So my ride share needs two days advanced notice so I made it back to Optical Boutique on August 23rd to pick up my glasses. They handed them to me and let me put them on then told me I owed $30. Now I make very little extra a month as it is. I only have $40. a month for everything I have to do. I didn't request anything added. I was told "Well, the glasses aren't leaving until you pay the $30".
  When I told one of the ladies that Medicaid was paying for them and I didn't have any money she responded with "Well then we would have to remake them, why don't we hold them until you have the money." So I told her that I would never have $30. extra for the glasses. And because they already got paid by Medicaid I can't even get more glasses for 2 years. I can't see half the time now and I'm using readers.
  Please help me get those glasses.
  

  Business Response

  Date: 10/14/2022

  Business Response /* (1000, 5, 2022/08/26) */
  This patient was seen in our office on August 16, 2022 and was prescribed glasses. Our office OFFERS a warranty to all our patients that protects the frame and lenses for 1 year. The warranty cost $30 and it add scratch resistance and UV protection to the glasses. We do not add this to every patient. The patient is offered the warranty, made aware of the price and the patient MUST CONSENT to the warranty and the charges. This patient consented to the warranty and charges. This is why she had a $30 balance. If she did not want the added protection, she should have not consented to it.
  
  During the time of ordering this patient was made aware of the $30 out of pocket change and was given the option to pay when she picks up the glasses. On, August 23, 2022, the patient came to the office to pick up her glasses. She was made of aware of the $30 balance. This is when this patient stated that she only wanted what her insurance allowed. At this point, her glasses have already been made. Prescription lenses are custom made for patients, and for this reason glasses cannot be resold. It cost the business money to make glasses. So we give our patients the option to make payments on their balance. And there is no time frame as to when the balance needs to be paid off. We just do not dispense the product until the balance is paid. This patient was also given this option but refused.
  
  Concerning her statement, "they have already got paid by Medicaid." As of today, we have not been paid by Medicaid. And at this point, we have not been paid by anyone. We have preformed an examination and made glasses without any compensation from anyone!
  
  The patient came in today, August 26, 2022 stating that someone at the office called her and told her glasses were ready and she didn't owe anything. Which was an untrue statement. Because of the misperception, the bad Goggle review by the patient (see attached), and now this BBB complaint, we decided to keep the patients glasses and release her from any financial obligation and further care from out office. We called her insurance carrier while she was in the office today to make sure that they do NOT pay us for the glasses. We spoke with a representative with ******* Vision at about 12:00pm today. They informed us that "she will be eligible for glasses on Tuesday."
  
  The patient called the office today, August 26, 2022 at 2:30pm with her insurance carrier on the phone. The patient and the insurance carrier representative spoke with the staff member who called her insurance earlier today and she informed them again that she called ******* Vision at about 12:00pm today to recoup or stop payment for the patient's glasses and that the patient will be eligible on Tuesday. The representative acknowledged the call from earlier.
  
  Our office has resolved the issue with this patient and no further action from either party should be needed. We would like for the patient to discontinue any other complaints and bad reviews because of to her misunderstanding or lack of remembrance of things she consented to. We operate a professional and ethical business! We do practice deceit or trickery when dealing with our patients. Patient care and customer service are and always will be our priority!