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 has 540 locations, listed below.

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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

  1161 Randall Park Mall North Randall, OH 44128

• 

  Visionworks

  14901 N Dale Mabry Hwy Tampa, FL 33618-1801

• 

  Visionworks #834 SouthGate Center

  1101 S Canal St # 108 Chicago, IL 60607-4940

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:07/20/2022

  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.

  Went for eye exam and glasses on 7/11/22. Selected frames and staff were unable to identify a patient pay amount. Was told that I would receive a call back and have not heard back from anyone there. I need my glasses. Please help.

  Business Response

  Date: 07/28/2022

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by  ***************************.  After reviewing the details of the complaint,  I have reached out asking for the exact location in order to assist with resolution. I have not heard back from ******* via email or by phone. 

   

  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. At tis time we have not been able to collect the information needed. 

  
  Wed like to thank you for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  
  Visionworks

  Customer Answer

  Date: 07/28/2022

  Complaint: 17566555
  
  I am rejecting this response because:
  My lenses seem to not be transitioning at all
  Regards,
  
  ***************************

  Business Response

  Date: 07/29/2022

  Hello BBB,

   

  In order to assist with resolution, we need to know the exact location ******* visited. We will await to hear back from her.

   

  Warm Regards,

  Visionworks

   

   

• Initial Complaint

  Date:07/18/2022

  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 paid $366.90 on 9/20/21 for glasses and a contact fitting at Empire Visionworks in ************, **. This amount was my portion that I paid out of pocket. It took a long time, but I finally made contact with someone who works in that office several weeks ago on a Friday. She said she would send me the script for my contacts (the fitting and script was included in the price I paid). She never kept her word. I never received it. I called back a week later and spoke to someone else. They were in the call center. They said they would reach out to the office manager and have it sent to me. I never received it or heard back from them. Today, 7/18/22, I called again. First, it takes a good ten minutes or so to get through. Then it is a call center. The man I spoke with today was very nice. Apparently the ************** on their website routes you to **************. Today's call dropped and they called me back. The 800 number is the number that came up on my phone. He said he tried to call the store directly. He told me he couldn't get through, but would try again. I've been traveling and haven't been able to get to a VW location. In any event, I spent $366.90 and think that it is disgusting that I can't get through to a human in the store or have a script sent to me via email or encrypted email. Today, I offered to give my PHI, PII information to identify myself as the patient/customer. At the very least, the person I initially spoke to at the office should have informed me if they were never going to send me the script via email or call me if they couldn't. The man I spoke to today said he would have them call me. He also advised me to go to a different Visionworks in whatever state I'm traveling in and get my script faxed to that store. This has been hard to do, but I appreciated his thoughtful response. I don't know if all the stores are hard to reach, but I advise anyone not to go to this store, especially at the ************ location.

  Business Response

  Date: 08/02/2022

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by *****************************.  After reviewing the details of the complaint, our General Manager has contacted ******* to apologize for the delay in receiving her prescription. Our General Manager has sent ******* copies of her prescription. 

  
  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:07/18/2022

  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.

  Would like Vision Works to do their job. And **** my insurance what they **** me. I would like to get reimbursed the money I payed Vision Works

  Business Response

  Date: 07/02/2022

  UnitedHealthcare has not been able to identify the member. We have sent an email for additional information. Once the requested information is received, we will gladly review and provide assistance.

  Customer Answer

  Date: 07/14/2022

  Please see attached. 

  Business Response

  Date: 07/22/2022

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ***********************.  After reviewing the details of the complaint, ****** has confirmed her complaint has been resolved.

   

  We truly apologize for her experience and the time this has taken to resolve. Our leadership team will be addressing her concerns with our Store staff. 

   

  
  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: 07/22/2022

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

• Initial Complaint

  Date:07/13/2022

  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.

  I had eyes exam in 5-13-2022. In Jun-2022, I got one letter from my insurance, Davis, said the claim was rejected. I asked my company HR to help because I double checked the eyes exam place and ***** before I had the exam this is in network for my eyes exam. Our company HR found this: the VisionWorks filed claim by Elevate Your Existence but they filed same claim with another name which was rejected by Davis. This is obvious Fraud. When I called the VisionWorks and provided my information then my call be put on music for over 1 hour and nobody answered it. Obviously they know what had happened but refused to explain and correct the purposely did double charge! This business is not ethics which will damage people's eyes. Should be published and let more people know it.

  Business Response

  Date: 07/22/2022

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by  *************************.  After reviewing the details of the complaint, the Doctors Office who performed the exam is an Independent Doctor. ********************** does not manage this part of the Business. We will forward the concerns to the Sublease Doctor for contact and review. 

  
  
  At **********************, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. Unfortunately ********************** can only forward the concerns for review to the independent Doctor.
  

  Wed like to thank you for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  
  **********************

  Customer Answer

  Date: 07/22/2022

  Complaint: 17560491
  
  I am rejecting this response because: This is not the first time me and my husband had vision exam in this store. When I called Visionwork(the phone number in your web), nobody explained or mentioned the eyes exam doctors are not part of Visionwork. I checked Visionwork and Davis both sides for in network to have the exam. YOu didn't answer why two claims for one eyes exam and why one be paid and another claim be rejected by my vision insurance. If the doctor is not belong to Visionwork,, what is your benefit relationship and the exam in same office with Visionwork and used same phone number? Stop to lie anymore and address the issue. It is fraud and needs to stop immediately. Can i go to open a salon in visionwork store and Visionwork no any benefit? Look what your response, all my experience already had answer, right?
  
  
  
  *************************

  Business Response

  Date: 07/25/2022

  Hello,

   

  I understand your concerns and frustration. In order to connect to the Doctors Office, you have to select option 1 for Independent Doctor which is displayed on the recording. Visionworks does not have visibility to the billing for independent Doctors; therefore  I cannot speak to the charges. I have forwarded your concerns to the Independent Doctors Office for review. 

  Warm Regards, 

  Visionworks Customer Care

  Customer Answer

  Date: 07/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and just do like they said when I already spend too much time on it and lots things need to focus on and need to work also. 

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