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:01/10/2024

  Type:Product 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 cataract surgery in April of 2023. My doctor was **** ******. In my left I had an astigmatism and the surgery didn't completely work so he gave me an option of just wearing reading glasses or a new prescription for my left eye. I choose to get new glasses. I went to the Optical center there in Harmann eye center in ******** **. I ordered new glasses which cost me an estimate of 700.00. I paid for them that day. It took a long time to get them back. I went and picked them up and I had trouble reading with the bifocals and the lady said try them and see how it goes. I tried to get use to them but I could not read well with them on. I called back and the lady told me to bring them back. She adjusted them and I left again. I still had trouble so the lady in the Optical center told me to make another appointment with Dr. ****** and let him check them. I did that and he said they just needed to be adjusted correctly. I went back out to the Optical center and the lady adjusted them again. I went back home and I still couldn't read with them. I went back to the Optical center on Nov. 10, 2023 and ask the lady could I please get my money back and she said yes. I gave her the glasses and she said she would send them off that day and I would receive a check in mail. We'll here it is Jan. 8, 2024 still no check. I called again about two weeks ago and left a detailed message and no one has called me back. I'm so disappointed with the way I have been treated. I do not have 700.00 to just give away. Is there anyway you can help me? Thank you

  Business Response

  Date: 01/31/2024

  Thank you for this feedback. We do apologize for the delay in processing and lack of communication. From our records, the check was mailed and cleared the bank last week. If we can do anything else to assist in this matter, please let me know. 

  Customer Answer

  Date: 02/08/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  Yes, I received it. Thanks  

• Initial Complaint

  Date:02/15/2023

  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.

  I have been getting annual eye examines at this office for at least the last ten years. My last exam was 12/14/2022. When I requested a copy of my perscription so that I could re-order contact lenses, they refused to give it to me. I was told that I would need another $95. exam to get a perscription .

  Business Response

  Date: 02/21/2023

  Good Morning, I am in receipt of a patient’s BBB complaint regarding his visit to our office in ********, ********. Thank you for bringing this to our attention. At the patient’s last visit in December 2022, the patient underwent a medical eye exam but there was no refraction or contact lens fitting that was completed at that time. His last documented contact lens fitting/testing was 12/17/2021. Because the refraction and contact lens fitting was not completed at his 2022 visit, there are no prescriptions to give him. His 2021 prescription is expired. The patient was contacted last week regarding his complaint and a voice mail was left explaining the reason for needing to come in for testing/measurements. The contact lens fitting charge is a standard charge and collected at time of service. The patient is welcome to respond to our voice mail and schedule an appointment so he can undergo the measurements required for a contact lens prescription to be filled. Sincerely, **** ******* COA, COE, OSC, OCS Director of Quality and Compliance 

  Customer Answer

  Date: 02/25/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Regards,
  
  **** ****
  
  I have been a client of the office for about 15 years.  I have never had any problem with them before.  I am a 80 year old man  If I go for an eye exam, I expect to get a prescription for corrective lenses.  Why else would I go,  I believe they are scamming me!  NO ONE explained any of this to me at the appointment.  I await your assistance.  **** ****

  Business Response

  Date: 03/06/2023

  Thank you for your response. Unfortunately, you will have to have an appointment to do the measurements for your prescription. We do not have a current prescription in your chart. If we send you what your previous refraction was, it will not be fulfilled due to its expired status. If you would like to call the office or have our office call you, we can set up an appointment.