Complaints

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

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  MyEyeDr

  8614 Westwood Center Dr Fl 9 Vienna, VA 22182-2442

• 

  MyEyeDr

  7749 Matthews Mint Hill Rd Mint Hill, NC 28227-7598

• 

  MyEyeDr

  9918 Knockando Ln Ste 140 Huntersville, NC 28078-8814

• 

  MyEyeDr

  38 Fenn Rd Newington, CT 06111-2212

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  MyEyeDr

  877 Post Rd E Westport, CT 06880-5242

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:05/12/2025

  Type:Sales and Advertising 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 a vision exam and ordered glasses. Ive had continuous issues with them, and I dont believe the glasses I received are what I ordered. I have called and emailed in attempt to find out, but never get replied to. My account and order information was deleted from my profile after I called, and I have no way of confirming whether these are even my glasses. The right lens also popped out on day 5 of owning them, which seems ridiculous when they cost so much.

  Business Response

  Date: 05/21/2025

  We regret we have been unable to connect with you directly. At MyEyeDr we are committed to addressing all patient concerns. I shared your concerns with the office manager, who has reached out to you by phone to work towards a resolution. I have also reached out by phone and email with my contact information, if you would like to discuss your experience in further detail. At your convenience, please reach out to either the office manager or myself so we may assist in finding the right resolution. Kind regards, **'**** Patient Relations
  

• Initial Complaint

  Date:05/12/2025

  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.

  I visited MyEyeDr. on 04/10/2025 for my annual eye exam, where a comprehensive exam and exam for a Toric Lens Fitting was completed. The provider who completed my exam suggested that I trial a Toric contact lens for astigmatism. Two boxes for Biofinity Toric and two boxes for Biofinity Energys were ordered and paid for at the time of visit. I was unable to tolerate the toric lens and therefore, went back to the office on 04/18/2025 for an updated prescription with my regular lens. I returned the two boxes of *************** and left them with the provider/office staff. After speaking with the provider, I also mentioned that I was charged for a Toric Lens Fitting that I did not request or need. I was told that the Office Manager would need to complete the lens exchange/new lens order/refund price differences but was currently out of the office. Since then, I have made several attempts to contact their office for a status of my regular lenses and refund; however, no one has made return contact. I have left at least four voicemails, but was told by office staff that they don't have access to check messages AND I also physically visited the office again on 05/09/2025 and left my phone number for the manager, who I was told was out for lunch. It is very frustrating trying to get this sorted out. I paid $230 at the time of my visit on 04/10/2025. I need to see if my corrected lens were ordered, a refund of the difference between the lenses, and a refund of the toric lens fitting.

  Business Response

  Date: 05/20/2025

  Thank you for reaching out with your concerns and we understand why this would be frustrating. Your feedback is appreciated, and we have shared this information with the appropriate leadership for review. I was able to confirm that the office has reached out to you concerning your order and refund. I have also reached out to you by phone with my contact information should you have any additional questions.  Kind regards, Ja'Dene.
  
  

  Customer Answer

  Date: 05/20/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:05/09/2025

  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 ordered a sunglasses Aug 2024 with transition lenses. It starts to give me blurry vision over the afternoon. I thought it was because Im tired. And the lense has very slight ****** on it, I didnt realize thats the main issue. Any with a few different time of use always feel vision blurry. But I wasnt pay to much attention on the lense. And soon the winter come, no chance to use it. Until very recent Spring 2025, I brought out the sunglasses, now I feel vision blurry even worse. I stars to worry about my health condition. But I found out it was caused by the transition lenses film. Its all wrinkled up worse than before, thats what cause the vision blurry. It seems got worse as the time goes by. So I went to the store asked replace it to the regular sunglasses lenses they refused to do it on their responsibility, because they are state the ****** is causesed by incorrect cleaning. But the lense has ****** since the day, I didnt go back to them because I didnt realize it can go much worse, and give me blurry vision. Clearly the ****** is not cause by improperly cleaning, even it was, when they delivered the sunglasses no one care to mention it could be fragile, or tell me how to clean the ************: ***************************************************************************************************************

• Initial Complaint

  Date:05/07/2025

  Type:Billing 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 an appointment back on December 27, 2024 for a contacts exam and contacts purchase. This was the first time I had been to this establishment, but they took my insurance so I took a chance and scheduled the exam. I told them I was there for a contacts exam and that's how I filled my paperwork out, however after the exam was over, they tried to give me a glasses prescription. So I had to go back in front of the virtual doctor again for their mistake and to get the prescription for contacts. I was there for quite a few hours. Now they have billed me an additional $80 for their mistake that just showed up in the mail. I paid the establishment's fee and paid for contacts, in addition, my insurance paid them as well. I should not have been charged the additional $80 for their mistake and would like for them to fix this issue. I have attached screenshots from my online account showing the different exams, when I was only supposed to have a contacts exam. They are now calling me and trying to collect on something that they shouldn't be collecting on. I will not return to this establishment if this is how they do business.

  Business Response

  Date: 05/21/2025

  We are continuing to work with this patient, by partnering with their insurance as to why the insurance is not covering a service that the patient feels should be covered. 

  Customer Answer

  Date: 05/21/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23298619
  
  I am rejecting this response because they are blaming it on my insurance however, my insurance did nothing wrong. This company charged me a service that wasn't required nor asked for and are trying to blame it on the insurance and then are trying to collect another $80 from me because the insurance won't pay for it. I am allowed 1 glasses or contacts exam per year and I asked for a contacts exam. They took me in for a glasses exam and then they tried to get me to purchase glasses when I told them again I was there for contacts. They immediately apologized and took me back to do the correct exam and assured me I wouldn't be charged extra. Surprise when a bill showed up in the mail months later! Unacceptable and I will continue to fight it legally if necessary.
  
  
  Regards,
  
  ******** *******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/30/2025

  We have been able to partner with both our insurance department and your insurance company. At your appointment you were scheduled for a contact lens exam. This exam is a 2-part exam. The routine exam, which is a health exam and refraction (this determines the glasses prescription). The contact lens evaluation/fitting is in addition to a routine exam. We are sorry to hear that both were not done at the initial time in the exam room, however having to go back into the exam room to have the contact lens portion of the exam did not change the billing or the services performed. On the day of the appointment the routine exam, contact lens fitting/evaluation and contacts were billed to your insurance. The co-pay for the routine exam was paid and the contact lens evaluation/fitting was billed to your insurance company. You received a bill due to your insurance denying the contact lens evaluation/fitting stating this is an elective non-covered service. Your insurance should have provided you with an explanation of benefits explaining this denial. It was explained on the signed Insurance Assignment Policy and Agreement form that if your insurance does not cover any portion of this visit or any materials or portion of materials, that you are responsible for payment of these services.

  To clarify, the routine exam did not take away any benefits for the contact lens evaluation/fitting since these are 2 different services.We have provided you with a copy of the itemized receipt which includes the breakdown of what services and materials were billed to the insurance, and a reference number should you choose to contact your insurance company to further discuss your benefits. Kind regards, Patient Relations

  Customer Answer

  Date: 06/12/2025

  This company refuses to account for their error. Absolutely horrible service. I am escalating.

• Initial Complaint

  Date:05/05/2025

  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 showed up from my eye appointment on time at ********** on ************ in **********, *******. I was told the doctor running behind and it would be over an hour before she got to me. Being that I was on my lunch hour, I was unable stay for that amount of time. I then rescheduled my appointment a few days later, but told the technician I would be a few minutes late because of my work schedule. When **** from the eye doctor called me to confirm the appointment again told her I would be a few minutes late because of my work schedule. She then called back and told me that if I showed up five minutes past my appointment time, the doctor would refuse to see me because they close at 2 PM. What the heck?!?! Whos is time is valuable here? Obviously its not the customer!!!! Ive told the technician I would like to cancel my appointment I would never be back again. She seemed to really care less told me, thank you and hung up. What happened to customers service?!?!!

  Business Response

  Date: 05/09/2025

  Thank you for taking time out of your day to speak with the office manager and giving them the opportunity to hear your concerns. We are disappointed to hear that we have let you down. Your time and feedback are appreciated so we can continuously improve care for all patients. We truly hope we get the opportunity to care for you again in the future. Kind regards, Patient Relations.
  
  

• Initial Complaint

  Date:05/01/2025

  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.

  Dr **** at my eye Dr mocked me and scoffed at me when I refused the dilation eye drops DUE TO EXTREME HYPERSENSITIVITY AND RARE CONNECTIVE TISSUE DISORDER. I refused the test and he said it's a standard of care and he has to do it. Lie number 1, I looked it up and all he had to do was make a note in my chart. He said there's zero chance of the drops causing any problems. LIE NUMBER 2!! THE FIRST CONTRAINDICATIONS LISTED IS HYPERSENSITIVITY!!! THIS DOCTOR DIDN'T KNOW ANYTHING ABOUT MY CONDITION YET CLAIMED THESE **OPS WERE SAFE. THEY ARE NOT SAFE FOR ME!!! I refused to believe him and so I was FORCED TO PAY FOR THE LESS INVASIVE TEST. THIS IS A SCAM AND A PLOY AND I WANT MY MONEY BACK AND THE ** TRAINED PROPERLY AND AN APOLOGY. HE ALSO CLAIMED HE'S BETTER THAN EVERY EYE ** I'VE HAD IN 30 YEARS. AVOID THIS POMPOUS NARCISSISTIC JERK AT ALL COSTS. HE THINKS AT 30 YEARS OLD HE'S THE END ALL EYE DOCTOR AND HE COULD HAVE DAMAGED MY EYES WITH HIS CARELESS BEHAVIOR. COMPLETELY UNACCEPTABLE AND I'M REPORTING HIM TO THE *** AS WELL FOR MOCKING AND QUESTIONING MY DISABILITY.

  Business Response

  Date: 05/15/2025

  Thank you for reaching out with your concerns and we understand why this would be frustrating. We appreciate you taking the time to speak with both our Patient Experience team and with leadership. At MyEyeDr we are committed to addressing all patient concerns. We are grateful for your time and feedback so we can continuously improve care for all patients. If you need any additional support, please reach out to the Patient Experience associate who you have been in contact with. Kind regards, Patient Relations.  
  
  

• Initial Complaint

  Date:04/30/2025

  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 to Myeyedr in *************, IN 4/30/25 my insurance was Anthem HIP Plus and plan was to cover frames up to $175 I was asked to pay a copay on frames that clearly were under that amount. The Eye ** herself was really great, but I had to have my eyes dilated twice due to eye pressure and referred to a specialist. They were not able to accommodate my request for single or bifocal lenses due to my eye health. When I go to check out it was over $600 plus insurance when I asked to go down a tier it went to $400 mind you this was including insurance payment. There was no Explanation of cost for each add on the lady who was not helpful at all and was Basically the cost was due to what the provider requested due to my eye health. Needless to say, I left with my same 10-year-old glasses I entered with.

  Business Response

  Date: 05/09/2025

  We are sorry to hear that you found your experience unpleasant. At MyEyeDr we are committed to addressing all patient concerns, and we regret that we have not been able to connect with you directly. Please be assured that your concerns are important to us, and we are eager to resolve them. I have provided my personal contact information via email so we may discuss this matter further at your earliest convenience. Kind regards, **'**** Patient Relations.
  
  

• Initial Complaint

  Date:04/26/2025

  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.

  We were prescribed and sold 2 pairs of glasses that we cannot use. they are the wrong prescription. We were told we need to adjust, We have tried and tried. The glasses are the wrong prescription. Either the lab made an error or the store made an error

  Business Response

  Date: 05/01/2025

  Thank you for taking time out of your day to speak with our patient experience team. At MyEyeDr we are committed to addressing all patient concerns. We appreciate you giving us the opportunity to address and resolve yours. Your time and feedback are appreciated so we can continuously improve care for all patients. Should you have any additional questions please reach out to the associate who has been in contact with you. Kind regards, Patient Relations.

• Initial Complaint

  Date:04/24/2025

  Type:Sales and Advertising 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 to the facility and trusted them. I picked out the frames i wanted and all my additional items i wanted i ask what the insurance would pay. He gave the total and my balance. I was like okay and paid the difference. I dis sign a paper but let me remind you i ask him was that all i have to pay he said yes that was my benefit i was owed or they would pay. I then paid left. Came back two weeks pucks up my glasses. On April 24 2025 i received a bill stating i owe ****** to my eye doctor. Now i went looked at all the numbers since my eyes where bot dilated and i myself would have known that my insurance would have only paid a certain amount. I would have known what i would have paid. But i trusted the salesman as i always do. He lied and deceived me

  Business Response

  Date: 05/01/2025

  Thank you for taking time out of your day to speak with our patient experience team. At MyEyeDr we are committed to addressing all patient concerns. We appreciate you giving us the opportunity to address and resolve yours. Your time and feedback are appreciated so we can continuously improve care for all patients. Should you have any additional questions please reach out to the associate who has been in contact with you. Kind regards, Patient Relations

• Initial Complaint

  Date:04/18/2025

  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 an appointment in August. I have an account with my insurance company that pays any costs my insurance company does not cover. They billed me for $44.71 which was paid from my health fund 9/5/24 and processed by myeyedr on 9/10/24. I continue to get bills despite calling them, sending copies of my Explanation of Benefits and having my insurance company representative call them. Now I am getting the run around from the office manager who told my insurance representative in March it was taken care of. The payment was supposedly sent to the office and not the billing department but now it is nowhere to be found. This is on the verge of affecting my credit as I just got a final notice.

  Business Response

  Date: 04/25/2025

  Thank you for reaching out with your concerns, we understand why this would be frustrating. We appreciate your feedback and giving us the opportunity to review and internally address your concerns. Your feedback is invaluable and will help us improve for future patients. We were able to confirm with the office the billing on your account has been resolved. We apologize for any inconvenience this may have caused. Kind regards, Patient Relations