Complaints

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

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  Visionworks

  175 E Houston St San Antonio, TX 78205

• 

  VisionWorks

  12000 SE 82nd Ave Ste 1008 Portland, OR 97086-7729

• 

  Visionworks

  3547 Midway Mall Elyria, OH 44035

• 

  Visionworks

  7208 191st St Tinley Park, IL 60487-9378

• 

  Visionworks

  655 Brandon Town Center Mall Brandon, FL 33511-4770

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:09/19/2022

  Type:Delivery 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.

  We ordered glasses from the Silver Springs Visionworks for my daughter Feb. 2022. They were damaged this summer but my insurance pays for a replacement. On 7/29/2022, I took the damaged pair to the office and they said it would take 1-2 weeks. She needed them in time for an 8/29 first day of school so that was no problem at all - I left the store expecting a phone call when the frames were in. On 8/26/2022, I called the local number for that location: ************, which routes to a central customer service center. After 30 minutes of mostly hold time, I was told a message was being sent to that location for someone to call me back. No call was received. On 9/9/2022, I called again and recounted the events again, to which I was told there was nothing in the system prior to that day and that a new request would be submitted to have the regional office for that location call me back to sort it out - this call took 27 minutes and again mostly hold time. Still no call was received. Today, 9/16/2022, I called again and was told that they would again send a message for the office to call back within *****, not including the weekend. Unwilling to accept another promise of a phone call, I was given my first ticket # *******. After 2 promised-but-never-returned calls and the 7 week duration of this issue without any progress (or even communication/headway), I felt it was reasonable to press for a supervisor. The supervisor said she was pulling info and my call was disconnected. That was 44 minutes into the call. Despite confirming my phone number during the call, no call back was received after disconnecting. No one from Visionworks has ever called. I need to use Visionworks to replace these frames using my replacement benefit but they refuse to address the issue. My daughter has had daily headaches and her vision is impacting her learning. The office is 40 minutes from my home. I really need this handled but I can't even get to someone who can help.

  Business Response

  Date: 10/05/2022

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by **************************   After reviewing the details of the complaint, I have been informed that ******'s glasses were picked up. We truly apologize for the delay in receiving her daughters glasses.
  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank you for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  
  Visionworks

• Initial Complaint

  Date:09/16/2022

  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 am a disabled person and have been on ******** for over ten (10) years. I needed to get my eyeglass prescription changed. ********** ******** sent me to Visionworks, as the nearest site for use with ********. I went to Visionworks in *******, **, had an eye exam & was told that my distance vision had gotten worst and I would need bifocals. I picked out a set of eyeglasses, but I told them I would need to wait until my next disability payment to have money to pay the additional $245.00. Once I had the money, I came back, paid the bill & was told they would be ready in about 10 days. I received a text from Visionworks that the glasses were ready and went to the store to pick them up on 09/14/2022. Once I got home I realized that the distance portion was perfect, but the reading portion was not right. I needed to lift my head and face the exact word I wished to read. Words to the right or left were completely blurry. I returned to Visionworks to say that the glasses were wrong and needed to be repaired. I was told that that was the way glasses work and if I wanted to read across without moving my head, that could be done, but it would cost an additional $300.00 & almost no one gets that because it is so much more expensive.My current glasses work that way and were paid for by ********. I dont understand why I need to pay a large portion of my monthly income from Social Security when I am obtaining eye care. It was suggested I use my old pair to read and my new pair to see distance. That makes no sense. I have never been given my prescription, so I have no way of going somewhere else without paying for a new exam.In addition, there appears to be nothing listed in my account on the Visionworks website, in either the prescription area or the order area. Visionworks does not really have anywhere where you can complain to them (I suppose you can send a letter to their headquarters)The number on the sales receipt 00460-293402

  Business Response

  Date: 10/11/2022

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by  ************************************  After reviewing the details of the complaint, our Territory Director has made several attempts to reach ****. She has left voicemails asking for a callback or to stop by the Office to speak with  **** who will assist with resolution. 

  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank you for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  
  Visionworks

• Initial Complaint

  Date:09/16/2022

  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.

  Im writing with regard to reference # *******. As I explained to the customer service representative when I called ************, Visionworks owes me $24.99. At Store #***, I paid $204.95 for my daughters pair of glasses an exam (see enclosed receipt dated 10/21/2021). In accordance with the terms of the contract between Visionworks and the vision insurance company, the patient responsibility is only $158.97, as shown on enclosed statement (amount circled) and EOB. Visionworks has refunded me only part of the $45.98 difference. After receiving a refund of $20.99, I am still owed $24.99. This issue has remained unresolved for months under other reference numbers resulting from my multiple inquiries. Please issue a refund for $24.99.

  Business Response

  Date: 09/29/2022

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ***************. After reviewing the details of the complaint, our Billing Team has provided the following details of the patients out of pocket expense. Exam - $0, Frame- $48.96, Single vision $20,  Nonglare- $90, smart screen filter $28. Unfortunately there is no refund due to the patient. EOB is incorrect with the details billed and our Billing Team will contact UHC to get it corrected. We apologize for the confusion. 
  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank you for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  
  Visionworks

  Customer Answer

  Date: 09/29/2022

  Complaint: 18033445
  
  I am rejecting this response because:

  Per the attached receipt from date of service, smart screen filter is not among the lens' features. Therefore, I should not be responsible for a smart screen filter's $28 cost.
  

  
  Regards,
  
  ***************

  Business Response

  Date: 10/05/2022

  Good Morning,

   

  The smartscreen lens was selected at the time of service. The billing was resubmitted for the correction. I have attached a copy of the workorder. We truly apologize for any inconvenience. 

   

  Warm Regards,

  Visionworks Customer Care

  Customer Answer

  Date: 10/11/2022

  Complaint: 18033445
  
  I am rejecting this response because:
  
  I need more clarification before I can accept. Please ask Visionworks to provide the *** code for the smartscreen lens that was mentioned.
  
  Regards,
  
  ***************

  Business Response

  Date: 10/17/2022

  Hello BBB,

   

  I have attached the corrected EOB for Seraphina Ho.  Patient responsibility was actually ***** less that what was expected to pay.

   

  Warm Regards,

   

  Visionworks ************* Team

• Initial Complaint

  Date:09/13/2022

  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.

  On 6-10-2022, I purchased prescription glasses for $282.19 using my **** credit card. The attached Visionworks receipt shows it was paid by **** and my **** statement showed that it was paid. On 7-27-2022, I returned the glasses and was told it was a check purchase, not a **** credit card purchase, and that Visionworks would mail a refund check. As of today, 9-13-2022, I have called multiple times for the refund status and haven't received any resolution. I have been a Visionworks customer for nearly 15 years and am disappointed with Visionworks' lack of customer service and resolution. I look forward to a resolution.Sincerely, *************************

  Business Response

  Date: 09/23/2022

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by **************************  After reviewing the details of the complaint, our Accounting team has confirmed the refund was issued back to the **** card on file on 9/15. Please allow additional time to reflect back to the account.  We truly apologize for the delay with issuing the refund. 

  
  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank you for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  
  Visionworks

• Initial Complaint

  Date:09/12/2022

  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 Visionworks **************** Address ************************************************************************************************ in May for annual checkup. I told them when they came back with prescription (reading/computer,distance and shade) that they werent focusing. I was told to wear them for a week and they would be fine. No I went back and saw another eye doctor she gave me a another prescription. I told them it still wasnt right. I called to get some of my $400 back to no avail. Please help

  Business Response

  Date: 09/23/2022

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ***********************. After reviewing the details of the complaint, our Territory Director has spoken with **** to offer a refund. **** has taken the frames to another optical and will not be returning the order. Our Territory Director has refunded  $150 for compensation. Refund was submitted for processing on 9/15/22.  Please allow up to 30 for processing. 
  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank you  for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  
  Visionworks

• Initial Complaint

  Date:09/09/2022

  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.

  I had to make a second appointment for my eye exam because the first one went 2.5 hours after my appointment time I got my glasses today and they arent the right script. They are for close up and I need/ want distance glasses. My last pair were for distance. They claim I have 20/20 vision. I know for a fact I do not have 20/20 vision. Now I have to pay out of pocket to get a second exam at another doctor because they are basically frauds. My blurry a** vision at a distance that was previously corrected. Says otherwise. 100% fraud. Or malpractice. Or lack of care what so ever.

  Business Response

  Date: 09/13/2022

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by *****************************. After reviewing the details of the complaint, our Area Manager has contacted ******* to address his concerns. A full refund and reinstatement of benefits including the exam was processed. 
  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank you for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  
  Visionworks

  Customer Answer

  Date: 09/29/2022

  Complaint: 18004103
  
  I am rejecting this response because:

  
  I had made a complaint about possible fraud at vision works earlier this month, and forgot to check my email for response . the complaint was closed, as the area manager said " that they have processed the benefits back to my insurer" I just contacted VSP, and they in fact DID NOT PROCESS MY BENEFITS BACK. So they out right lied to BBB, and myself. so I dont have lenses, nor exam benefits any longer. This is wrong on sooooo many levels.  They said they have processed my benefits back to the insurance company, and they have not. My previously complaint was closed due to this lie.
  
  Regards,
  
  *****************************

  Business Response

  Date: 10/03/2022

  Dear BBB,

   

  I thank you for apprising us of the complaint submitted by **************************   After reviewing the details of the complaint, I have been informed that ******'s glasses were picked up. We truly apologize for the delay in receiving her daughters glasses.

  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank you for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  
  Visionworks
  

• Initial Complaint

  Date:09/09/2022

  Type:Customer Service 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 obtained an eyeglass prescription from a doctor who did not take my insurance. Went to the Shrewsbury ** Visionworks location to fulfill my prescription. Waited 2 weeks for the glasses. Picked them up and could not see. Everything was blurry. Went back to doctor. Checked glasses. Confirmed wrong prescription fulfilled by *** at Visionworks . The manager entered the prescription wrong at Visionworks. Went back to Visionworks. Manager name was ***. She took care of me both times. She was brand new at the store and incompetent. She verified she made a mistake. Took the glasses. I paid $195.00 out of pocket and insurance paid $ ******. *** gave me the run around. Could not find me in the system. Finally found me. Resubmitted the order and lied stating they were made of wrong material rather than telling the truth that she made a mistake. I was uncomfortable with this knowing there was gonna be an issue. Told me 2 weeks. Its now been 3 weeks. I tried to contact the store and customer service. Spoke to customer service and they stated someone higher up would call me. No calls. Tried to call the store and customer service numerous times since and Never being able to talk to someone. It just sits on hold. I went back to the doctor and paid out of pocket for the proper glasses. Still no resolve from Visionworks. I have contacted the credit card company and the insurance company. I paid, insurance paid, I paid again for glasses. Visionworks took the glasses and have still not corrected the issue. Only thing I can do is check online. Visionworks website says order delayed. Ive had enough of this incompetent company and their employees. I want a refund for myself and my ****************** Completely incompetent and just dont care. This is VISION. Not a pair of shoes that dont fit right. I have struggled since June when the first set were ordered. I can NOT do my job. Furthermore I paid only $245.00 from a competitor out the door for the proper glasses.

  Business Response

  Date: 09/23/2022

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by **************************************  After reviewing the details of the complaint, our Leadership team left a message on 9/14 and spoke with him on 9/15 advising a refund requets has been submitted. His benefits with Davis vision has been submitted for reinstatement. We truly apologize for the inconvenience. 

  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank you for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  
  Visionworks

• Initial Complaint

  Date:09/06/2022

  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 Sept 3rd I had an appointment at Vision works (638) at 11am. During this session I was given an eye exam and everything needed to pick out glasses you would expect. I was approached by ****** and asked if I had chosen glasses. She told me that my insurance would only pay for the yellow label ones which didn't make any sense to me. I know what my insurance would cover because I made my appointment and everything online and was informed what my insurance would cover. During the end of the appointment after picking out my glasses, ****** had grabbed my chart and said that I had two insurances. I told her no I had one insurance not two. She stated vision world pulled my state issued MA. Something that they had no business pulling and I was not aware it was even open anymore. I request it to be closed from the state almost a month ago. She informed me that me Davis insurance would now not cover the eye exam and I should only use my MA. Using both insurance would be considered fraud. She then told me would be required to use my MA or pay the 90 dollars that are my two options. She stated well sorry that is not my problem you should of asked questions. When I an not told by a business that they do NOT take my insurance for eye exams that is not my problem and is something that should of been addressed before anything had happened. So now I want a full refund for the ****** or the ability for a refund for the 90 dollars for the eye exam and cancel my order with vision work. Either way I will never use vision work again. I do not believe your business practices in this situation is ethical at all.

  Business Response

  Date: 09/13/2022

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by *************************. After reviewing the details of the complaint, Our leadership team has contacted ******* to address his concerns and states a refund is not requested after all.

  
  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank you for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  
  Visionworks

• Initial Complaint

  Date:09/02/2022

  Type:Delivery 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.

  Glasses were purchased in mid July with a promise date of July 29. The glasses have not been received and despite waiting for assistance numerous times for hours and leaving many messages I have not received any information on the status of the order. The local store does not answer the phone and I've had to take off work several times to go into the Camp Hill location to inquire about the status of the order. The store manager has indicated she has reached out to the regional manager for assistance, but no information on the status of the glasses has been provided to her or to me.

  Business Response

  Date: 09/13/2022

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by *************************. After reviewing the details of the complaint, our Leadership team has contacted ***** and is providing compensation for her experience and inconvenience. 

  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank you for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  
  Visionworks

• Initial Complaint

  Date:09/02/2022

  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.

  I attempted to get glasses from them in May. I returned the first glasses to them since they didnt work. They said they couldnt trouble shoot a prescrition they didnt write so I got a 2nd exam from them, I ordered a 2nd pair of glasses. They didn't work either, they didn't add in the anti-glare I requested and paid for. They kept telling me I had to get used to them so I finally returned them in July. The woman I returned them to said there was no anti-glare on there but they could fix them however I was so over the back and forth I told them I wanted my money back. Its September and I have no received my refund and when I call they cannot tell me and I am told they will call back and they just keep telling me I need to wait. I would like my refund.

  Business Response

  Date: 09/23/2022

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ****************************  After reviewing the details of the complaint, our Accounting team has issued a check on 9/21/22 that will be mailed to the address on file. Check number is ******. Please allow 5-7 business days for delivery. We truly apologize for the delayed refund. 
  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank you for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  
  Visionworks