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:03/22/2023

  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.

  Complaint: 19626678
  
  I am rejecting this response because: It seems that if a prescription is not working, a client should not have to pay for a service not fulfilled. When I went to collect the last adjustment, I was told the optician was not on her lunch break, thus I could not get the adjustment and was told I did not need an appointment to pick up the glasses. Overall, if a client puts their trust in the doctor to prescribe a pair of glasses, they should work and have no hindrance to clear vision. I will accept the cost of the frames, but cannot use the lenses as they not satisfactory.
  
  Regards,
  
  *******************harm to my vision. It also leaves me with a financial deficit that causes hardship.I would also like a copy of the adjusted prescription after my second exam on February 20, 2023.

  Business Response

  Date: 03/23/2023

  I am so sorry we have been unable to meet your needs to your satisfaction despite attempts to do so.  We have remade you custom prescription lenses three times and are unable to issue any additional refund. The first order was according to lens options requested and discussed between you and our lab manager on Jan 16th. On Jan 18th you called and left a message for the insurance department questioning why the bill was so much.  Your call was returned on Jan 19th by our lab manager and, per our recorded line, she explained the charges item by item and also stated that upon filing your claim there was an additional balance due of $51.30 as there was a data entry error.  You acknowledged that you did not understand the charges outlined and admitted it may be our prices were higher or possibly your new insurance does not cover as much.  You questioned what the anti-reflective coating was and decided that you did not want it, contrary to the Doctors recommendation.  **** offered to remake the lenses without the anti-reflective coating as you requested and a refund for the anti-reflective coating was issued in the amount of $68.70.  When picking up your glasses, you stated they were not adjusted.  However, we have everyone sign in so an optician can do a proper fitting.  On occasion, some patients opt to take their glasses without the fitting because they do not want to wait or are in a hurry.  We help everyone signed in when it is there turn but we will let patients take them without being fitted if they request it as the product is theirs after purchase.  Later you came in stating things were fuzzy and a thorough inspection was done to make sure they were made according to the prescribed prescription.  A Doctors visit was scheduled at no charge on Feb 20th and lenses were remade a third time with minor adjustments to the prescription.  When picking up your glasses, you stated they were not adjusted.  However, we have a system in place that allows everyone to sign in so an optician can do a proper fitting.  On occasion, some patients opt to take their glasses without the fitting because they do not want to wait or are in a hurry.  We help everyone signed in when it is there turn but we will let patients take them without being fitted if they request it.  On Feb 27th you picked up your newly remade lenses but returned on March 20th and again stated that they have never been right and they are fuzzy.  We are happy to provide the latest remade prescription as requested and any records you request in writing so you can seek adequate care at another Optometry office. 

  Business Response

  Date: 03/28/2023

  Every attempt is made to make sure we give the best vision/eyewear to each patient.  There are lots of variables that contribute to vision issues one of which is a proper fitting.  No appointment is needed to pick up your eyewear.  We ask that everyone check in and wait to be helped by an Optician.  Our Opticians rotate lunch that way we have staff on hand to assist with your optical needs.  Also, please keep in mind that the prescription results from joint effort as the Doctor calculates your prescription based on your responses.  With that said, we are genuinely sorry you are not happy with your eyewear.  At this point, however, we cannot issue a refund as the lenses were *******************.  The breakdown of payment is as follows: you paid $ ******, and after insurance and lab charges, we are making -18.60.  We have mailed your prescription to you as requested. 

  Customer Answer

  Date: 03/31/2023

  Complaint: 19626678
  
  I am rejecting this response because: My "custom made lenses " must not be truly custom made as the problem from the first fitting persists thus any adjustments have not corrected the problem and wearing a pair of glasses that do not give me clear vision puts me in peril when I drive. It also makes it very difficult to see in stores and other areas outside the home. One goes to an eye doctor with the expectation that they will accurately prescribe a pair of glasses that will best suit the patient. This has not happened and after 2 exams and a supposed 3 adjustments, it is clear that their is not a solution AND ************* has not given any other suggestions other than coming in for yet another exam at my expense. That does not make sense as I am already out over $300.00. I tried to get further information via my insurance company. When they reached out, **** stated that I could come in for another exam but did not state that I had already had two exams. The lack of willingness to refund a pair of non functioning glasses coupled with lesser customer satisfaction is a sad statement. How can I accept a pair of non functioning glasses that I trusted an eye doctor to correctly make? Apart from wishing a refund, I would like to be sure you have given me all records of adjustments and the likes to the original perscription.
  
  Regards,
  
  *******************