Complaints

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

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Johnson Curran Optometry Centers has 6 locations, listed below.

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  Johnson Curran Optometry Centers

  5049 Valley View Blvd., NW Roanoke, VA 24012

• 

  Johnson Curran Optometry Centers

  2685 Market Street Christiansburg, VA 24073

• 

  Johnson Curran Optometry Centers

  8120 Timberlake Rd. Lynchburg, VA 24502

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  Johnson Curran Optometry Centers

  442 Peppers Fry Rd Nw Christiansburg, VA 24073

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  Johnson Curran Optometry Centers

  4416 Electric Rd. Tanglewood Mall Roanoke, VA 24018

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:04/24/2025

  Type:Service or Repair 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.

  Around March 1st of this year I went to the ************** ****** of Johnson Curran for a scratch on my lense. They told me that it was under warranty and would order new lenses. After a couple of weeks I called and they said that there was a mix up and they would have to reorder. The lenses came in and on March 28th I went in to have them replaced. While doing this they broke my frames. They loaned me a pair of frames and cut my new lenses to fit them and told me that they would order new frames and lenses. The frames they loaned me were way to small but I was told that was all they had. After a week or so I received a call telling me the my glasses were not under warranty and they were not going to do anything and I would have to pay for the frames that they let me borrow. I went back in and complained about the frames and they put the lenses in another set of frames. The lenses do not fit the frame as there are gaps around the lenses. They also made me pay for the new frames through my insurance. Had they told me originally that my warranty had expired I would have just left. All that I am asking is for them to take responsibility and replace my glasses with the original frames and lenses. They are refusing to do anything and said that I could come to the main office to speak to someone but that I would be wasting my time. I am the store manager of a BBB accredited business in Blacksburg and we have for 49 years. We have never treated a customer this way. I just want them to step up and make it right. Please help.

  Business Response

  Date: 05/01/2025

  Our Administrative Team has reviewed the complaint.  We strive to ensure our patients are properly cared for in a timely, helpful and respectful manner.  We are disappointed that we failed to care for the complainant as we should have.  Our Regional manager has contacted the complainant and resolved his problems.  We have also used this breakdown in customer service as a teaching opportunity for both the experienced and new staff at this location.   

  Customer Answer

  Date: 05/01/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** * *****

• Initial Complaint

  Date:07/03/2023

  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.

  I purchase eye glasses. I handed them the frame I wanted and they supposedly ordered it. The frame I received is a different color. They want to charge me $50 more to replace the frame. It was their error, and they want to charge me more. Also, I am not sure that they have made the lenses correctly because my vision is off with them.

  Business Response

  Date: 07/06/2023

  I am sorry to hear of the dissatisfaction of the complainant.  I have spoken with the office manager of the location and she is reaching out to the complainant.  We will certainly work with him to ensure he is happy with his frame.  There will be no charge to make any change.  To address the issue with the statement "my vision is off with them", our staff can help with that as well. The prescription is from a different provider, but we can listen and verify previous prescriptions as part of the troubleshooting process.  From there we can go to the next step to help ensure the best vision possible in his eyewear.  

  Customer Answer

  Date: 07/20/2023

  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. I have not heard from anyone at Johson Curran, no voice mail left, email etc. Regards, ***** ****

  Business Response

  Date: 07/24/2023

  On 7/21/2023 the ***** office manager attempted to reach the complainant on his cell phone.  A voicemail message was left.  A follow up email was then sent in case the complainant did not receive the voicemail. Complainant has responded and the office is working with him to address his problems.

• Initial Complaint

  Date:12/07/2022

  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 was given the wrong prescription, and never told them I was going to purchsse glasses or contacts through them and only Asked about their prices. They decided to order my contacts for me and bill me for them, which I did not ask for. When I told them, after they called me to telll me my contacts had arrived, that I did not order them and was not going to purchase them or pick them up, apparently they billed me anyways and then sent the Bill To collections. Everytime they called me I told them that I did not place the order and to return the contacts to their distributor , but instead they filed my bill to collections, for a product I did not request, purchase or receive. This is illegal and is a form of robbery. Because of this my credit has been destroyed and when I call them to reconcile they don’t call me back. They are crooks and the doctor can not give a proper eye exam. I had to go elsewhere to even get the correct prescription.

  Business Response

  Date: 12/15/2022

   The charges for the contacts have been removed from the complainant's account.  The collection agency has been contacted with the request to remove from collection and patient's credit history.  We apologize for any issues this may have caused the complainant.    

• Initial Complaint

  Date:06/20/2022

  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.

  Had eye exam and purchased glasses and frames on 5/24/22 from establishment. Insurance was filed and I paid $142.20 for new frames from ***** along with Polycarbonate lenses with Crizal Sapphire 360/UV protection. They did not have the style that I wanted in stock and said it would be about 2 weeks until they arrived. I received a phone call on 6/17 (unknown person) who told me my lenses were in and that I could bring the frames to get them cut down. I informed the employee that I bought new frames and new lenses. She laughed and said she made a mistake and that the frames ordered would be there soon. On 06/18/22, I received a phone call from the office stating that they were ready. I went the office to pick up my glasses and when I got home, I noticed that my new frames were scratched, worn and looked used. I called down to the office and spoke with ******. She stated that the frames were demo frames and that it was their policy to give them to customers and fit them with the lenses. She stated that she could order me new frames, but that it would be a warranty claim. I don’t understand how they can be a warranty claim when I never had them to begin with, and that I paid for new lenses and frames and were given used, demo frames from somewhere else. I called on 6/20/22 and spoke with Autumn, she stated that I could just donate or toss to her old glasses and that they would be making me new ones. I asked to speak to the manager and received a call back from ****** again. She stated that they were used frames but may have been damaged, but that I needed to bring the old frames and lenses. I asked about my warranty and she said that it starts from the day of purchasing 5/24/22. It will be well over a month by the time that the correct (new) frames and lenses are fitted. I need to now make another trip to the office to get this corrected. Saying someone is getting new lenses when you are using demo models that tons of people are using and touching is false advertising

  Business Response

  Date: 06/28/2022

  I am sorry to hear the frustration and dissatisfaction of the complaintant.  Our office has been quick to listen to her and offered to replace the frame on Saturday when patient called with original complaint.  Yes, our staff used some words and phrases that added to the confusion but we never pushed back on taking care of her issue.  I ordered a new frame for her first thing Monday morning. Patient did speak with someone from the office again on Monday and they passed her information to me and I called her to address any additional concerns she had. Details:  In looking at her account, the frame that was dispensed on Saturday was not a frame off the board (all which are "retail stock"or "ready to sell" not demo's). It was ordered from manufacturer for her.  The order confirmation with patient name (has been blacked out for privacy) noted is attached.  I personally did not see the frame as it was dispensed to the complaintant but was told that nothing unusal was noticed and the complaintant did not question the condition of the frame while inspecting it in office.  Once patient returned home she called back and staff unfortunately did get tied up in words and made her confusion and frustation worse instead of better.  Yet, they still never pushed back on addressing the issue and offered to get her another frame.  Patient did call and complain to her insurance company.  They did call our office for details and seemed satisfied that we were taking care of patient's needs and concerns.  Dispensing product that is damaged is not who we are or what we do.  We want to always provide our patients with the best quality product.  We will inspect the frame once it is returned to us.  The new frame that was ordered is in and patient has been notified that is ready to pick up.  We have addressed complaintant's concern of her warranty, and I have assured her that we will start her warranty from the new order and not the original date. We are committed to taking care of her needs.I have already met with the office team and we have worked on choosing more appropriate words and phrases.  They understand how they contributed to this situation and want to avoid unhappiness in the future.   

• Initial Complaint

  Date:06/09/2022

  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 am so upset as I write this that honestly I’m sure they will never ever take accountability as I read others complaints as well. My daughter and I had appointments the same day just to make things easier since she is on the spectrum. I immediately told the technician before of her diagnosis and how she can not do the air nor will I allow it. What does the tech do? She does the air anyway! I also told her that she does not do well with surprises and I have to walk her step by step week in advance so now I also look like a person she cannot trust. Now, let’s go to the part of paying! I had called previously and told them that I would not be able to pay until the day after and they stated that was fine. They would not allow me to basically order nor would they even allow me to get my trial contacts that remind you the prescription has changed until this fee was paid of $99. Luckily my mom was able to write a check that way I could drive us home. Secondly, we ordered my daughters glasses they told me the price and I paid half of it the day after like I had promised but they would not order them until I paid half. They tell me it will be 7-10 business days and we have been around 12 now. I called and they tell me that her glasses had not been ordered because they had given me the wrong price with insurance, etc and now it’s $35 additional. Let me remind you I called them and they they did not call me! I asked when was someone going to call and tell me because my daughter is having headaches horribly due to her vision change! So, I said go ahead I mean I can’t keep putting this off so I ask how long until they would be in and they stated another 7-10 days. I have never been to an eye place that has treated me or my child as bad as I was treated there. Going forward, I will be looking for another Optometrist because this not only upset me but it also upset my daughter! What kind of business does this?

  Business Response

  Date: 06/10/2022

  I have personally spoken to the complaintant.  We have addressed her concerns.  We will use her experience to continue to train staff and improve our services to our patients.  I believe that we have resolved this complaint as far as processing orders and patient's financial responsibility.

  Customer Answer

  Date: 06/14/2022

  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.Yes, I have spoken to the regional manager however we still have not received my child’s glasses and until those are received then this will not be resolved. My child is having constant headaches and it’s to the point of being sick. If we would have received the glasses as promised I wouldn’t be in this situation and if everything would have went the way it was supposed to we ALL wouldn’t be in this. Regards, ****** ********

  Business Response

  Date: 06/15/2022

  As I write, a lab technician is sorting through the orders that was just received from the lab that is contracted with complaintant's insurance to fabricate eyeglass orders.  The order is marked on the insurance website as "shipped 6/14/2022".  I was just told the order is here and we will be calling the complaintant to notify her.  She will be able to pick up the glasses up today at the ****** **** location today or the office she was seen at tomorrow as that is when we can have them there.  Deposit was made on the order on 5/26 and we let patients know that when insurance is involved it takes 10-12 business days (not weekends or holidays) to get orders back.  Today is day 13 so we are behind one day in what we estimated.  For the trouble and frustration of the complaintant we did adjust off not only the misquote on price but the entire remaining balance of $107.10 as discussed in our conversation with her on 6/10/2022.