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.

  223 E Main St Middletown, DE 19709-1449

• 

  MyEyeDr

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

• 

  MyEyeDr

  7808 S Tryon St Ste D Charlotte, NC 28273-4299

• 

  MyEyeDr

  860 Summit Crossing Pl Ste 110 Gastonia, NC 28054-2217

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:04/18/2025

  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.

  Had an eye appointment in 12/7 2024, at that time gave my glasses to have the lens changed but keep the frames. They broke the frames so I went back to the shop (in early Feb 2025 because of travel), picked out new frames and the order was placed. After 5 weeks, I called and they said that the frames were on "back order." I cancelled the order. I then got notification on 4/11 that my glasses were "in." I called back and said that I had cancelled and they said "I'll take care of it." I then got another text on 4/18 that my glasses were "in." I called back again and the manager said "You want to cancel them?" She then said "Let me see if it will let me do that." She took my credit card info and cancelled the order. Crazy.

  Business Response

  Date: 04/25/2025

  Thank you for reaching out with your concerns, we understand why this would be frustrating. Your feedback is appreciated, and we have shared this information with the appropriate leadership. We were able to confirm with the office that your refund has been resolved. Your time is very valuable to us, and we apologize if our actions have shown otherwise. Our goal is to provide quality service to our patients. Kind regards, Patient Relations 
  
  

• Initial Complaint

  Date:04/02/2025

  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 went to myeyedoctor on March 6th, 2025. When it was time to purchase my glasses is when the problem occurred. They are not forthcoming with information. This has happened to me twice now. They give you the highest level of lenses without asking you if thats what you want first. They also put a warranty for the glasses on the bill without asking if you want it. At the end when were done I said, I want to see an itemized bill of everything youre charging me and the lady gets nervous every time. I literally took multiple things off of the bill. They dont explain the charges to you upfront. I told them I had a certain amount of money that I wanted to pay for the glasses. The lady knew this. She said everything was covered and I only owed a total amount $762. Now Myeyedoctor is sending me a bill for $105. Todays April 2nd and I called my myeyedoctor only to talk to an Indian gentleman that did not help me at all. Told me I needed to call my insurance company. He was awful. I called my insurance company and they said multiple items that myeyedoctor was charging me incorrect amounts and I needed to go back to myeyedoctor to dispute the $105. Needless to say, Ive totally lost my faith in myeyedoctor. You told me all I only owed was $762. If you failed to give me the correct amount, that shouldnt mean I have to pay extra money because you messed up. I wouldnt have purchased the glasses if I knew they were $105 more! Total deceitfulness and incorrect billing. I want a credit to my account of the $105. I am not paying this due to your mistake!

  Business Response

  Date: 04/10/2025

  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. Kind regards, Patient Relations.

  Customer Answer

  Date: 04/10/2025

  [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:04/01/2025

  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 my annual eye exam with Dr. ****** ******* at myeyedr on ********************* on August 28, 2024. Dr. ******* recommended glasses to help with night driving. I was charge $293. My insurance company paid for the glasses in total. The charge of $44 for the screening photos was not submitted to insurance.I notified the office of the overpayment and was told to contact the corporate office. The overpayment was acknowledged. I was told I would receive a refund in 4-6 weeks which did not happen. I have contacted the office on five other occasions. Each time I am told I will have a call back within 48 hours. No one has followed up.I am seeking a refund of $249.

  Business Response

  Date: 04/08/2025

  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 departments. Your time is very valuable to us, and we apologize if our actions have shown otherwise. At MyEyeDr we are committed to addressing all patient concerns, and we appreciate you giving us the opportunity to address and resolve yours. Kind regards, Patient Relations
  
  

  Customer Answer

  Date: 04/08/2025

  [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:03/31/2025

  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.

  First time customer, last time customer. Deceptive and manipulative business practices. After discussing the budget after the insurance. Was told there was only one kind Daily contacts. First discussing with the doctor and then with the floor sales person. Asked several time what the available options were. Was told they only have one kind, or we would have to switch to a different style. They college student with insurance was being manipulated, and the customer service started to get loud and the ladies working on floor. We paid knowing that it was not about the price deceptive the lie being told that there were no other one a days available. We just got what we needed and left. Would not discuss our full benefits just tried to upsell us on designer products. I want it duly noted that it was not about the price I could have paid for her. It was about the deception because Its very important I could see that you carried several other brands.

  Business Response

  Date: 04/02/2025

  We are disappointed to hear that you found your experience unpleasant. At MyEyeDr we are committed to addressing all patient concerns. Thank you for taking the time to speak with district leadership and giving us the opportunity to resolve your concerns. Kind regards, Patient Relations.
  
  

  Customer Answer

  Date: 04/02/2025

  [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,
  
  Aidan Zeravla
  
  

• Initial Complaint

  Date:03/17/2025

  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 pick up our eyeglasses myself and my husband *****.. the showroom was empty and the staff was not in the room we then went to sit down on the office chair that is there for customers store has cameras to see what happened as I went to sit down on the chair it flew out from under me without even knowing anything and it flew backwards as I went down very hard onto my right side I am 65 years old retired teacher and there I was on the floor and was in shock my husband told me to stay down and not try and get up fast no employee came out from the back and I wanted to get out of there I hit very hard and didn't know what happened? my husband was in shock about 3 minutes later some lady finally came out of the back I did not tell her and said to ***** I want to get out of here pronto.. she was a awful employee but that wasn't the problem so if asked I will say why the chair weighed maybe 5 lbs. very light and on wheels so off it went as I tried to sit down this is a place that when one has to try on glasses and they cannot see the last thing one needs is a chair that flies out from beneath one when you cannot see it I had my glasses on at this time but just saying.. I emailed the corporate business 4 times the very nesy day this incident occurred on February 20th ******************************************************************************** there again and this is more than that store incident.. finally over 1 week after emailing and form responses online a woman called our phone she asked me the whole thing and I told her from start to end she promised to call me the next week after doing the research this was a thursday I said good it is now almost 3 weeks since her call to me so here we are and I still hurt under my right arm and all around it at 65 its a lot different then if I were 25 I had a bruised tailbone and a bruise on my lower back no doctor or hospital because I am afraid of all of that am waiting thanks

  Business Response

  Date: 04/04/2025

  An internal investigation was conducted upon receipt of the customers complaint dated 02/21/25 and found that the details of the incident as described were unsubstantiated. A good faith payment was offered to the customer and the customer declined to accept. This matter is considered closed. Patient Relations
  
  

  Customer Answer

  Date: 04/14/2025

  hello BBB I sure did respond to the last email I got from you there last week after speaking to ******* insurance for myeyedr.  sure did!  I am still waiting for the woman named ***** ***** to call me back after she said she had to talk to her team?  I have the costs of the eye exams from myself and my husband she wondered about.. and the glass frames from at least 2 pairs of glasses  this is all from the February 20th 2025 accident inside their store and it has NOT been RESOLVED at ALL  do not give up and I am saving my emails because you should have gotten my reply to the BBB as asked  I am a retired teacher and know how to follow when it is needed  I have a incident that needs to be completed but NOT to push under the rug..and I will not  thank you   ********* *******-******

  Business Response

  Date: 04/22/2025

  An internal investigation was conducted upon receipt of the customers complaint dated 02/21/25 and found that the details of the incident as described were unsubstantiated. A good faith payment was offered to the customer and the customer declined to accept. This matter is considered closed.
  
  

  Customer Answer

  Date: 05/09/2025

  See attached consumer response.

  Business Response

  Date: 05/21/2025

  The customer contacted ********************** regarding an alleged fall in the office. An internal investigation was conducted upon receipt of the customers complaint dated 02/21/25 and found that the details of the incident as described could not be corroborated or substantiated. As a show of good faith, a store credit was offered and the customer declined. A second offer to cover out-of-pocket expenses was made and the customer declined. Without material evidence to support the allegation, MyEyeDr. has turned this over to insurance and considers the matter closed. 
  
  

  Customer Answer

  Date: 05/31/2025

  See attached consumer response.

  Customer Answer

  Date: 06/06/2025

  See additional consumer information.

• Initial Complaint

  Date:03/14/2025

  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 am filing a formal complaint against MYEYEDR OPTOMETRY OF Chantilly in VIRGINIA for improper billing practices and failure to resolve a disputed charge, which has now been sent to debt collection despite full payment from my insurance provider.Details of the Issue:Date of Service: May 18, 2024 Service Provided: Eyeglasses for my son Initial Billing and Insurance Payment:At the time of service, MYEYEDR confirmed that my insurance covered the full cost.I was given an invoice with a balance of $**** insurance claim was processed on May 29, 2024, and MYEYEDR received $749.00 in payment from my insurance provider on June 29, 2024.Disputed Billing Issue:By the end of 2024, MYEYEDR sent me an additional bill for approximately $339 for the same service, despite having already received full payment.I contacted my insurance provider, and they confirmed that MYEYEDR was fully paid and that I owed nothing further.Despite my attempts to resolve this issue directly with MYEYEDR, they failed to provide a resolution and instead sent my account to debt collection.

  Business Response

  Date: 03/20/2025

  Thank you for talking the time to speak with me today and giving us the opportunity to review the billing with your insurance company. This has been reprocessed by your insurance company and resolved. Please feel free to reach out to us if you have any additional questions. Kind regards, Patient Relations.
  

  Customer Answer

  Date: 03/20/2025

  [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:03/07/2025

  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.

  My eye doctor dropped me due to me being upset about his staff not listening. Sure my frames got chewed on by my dog. Those are fixed. My lenses on the other hand werent. I contacted midland family eye care and spoke with ******. She told me that she needed to talked to ** *******. This was Thursday March 6th. Nothing back. My lenses like I told ****** the transition lenses have an issue with not fully transitioning leaving blotchy dark spots

  Business Response

  Date: 03/17/2025

  Thank you for taking the time to speak with me today. I appreciate you working me to confirm that you were not see at MyEyeDr. Kind regards, Patient Relations

• Initial Complaint

  Date:03/06/2025

  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 visited MYEYEDR at ***************************** on 02/01/2025 for my regular eye exam and to purchase prescription glasses. After completing the exam, I selected my glasses and paid the total amount of $779.00. I then waited approximately 10 to 14 days to receive my glasses, only to find that the prescription made my vision worse, rendering the glasses unusable. I contacted the location the following day to file a complaint. I explained that I only wanted the same prescription as my previous pair, which had worked perfectly fine, as I had no issues with ******, its 03/06, and Im still waiting for glasses I purchased on 02/01. I stopped by the location to check on the status, and I was told I would have to wait until Tuesday when the doctor returns. Ive been a loyal customer of this location for over 10 years, but after this experience, Im seriously reconsidering returning. The service has been beyond frustrating, and what was once my go-to location for all my eye care needs has now become a major ***************** is completely unacceptable that Im still waiting for glasses more than a month after purchasing them. I feel that given the significant amount of time and money Ive invested, I am entitled to a partial refund. I paid nearly $800 for glasses I cant use and am still relying on my old pair. This situation makes no sense, and I am extremely dissatisfied with how things have been handled.I feel that I should be refunded $250.00 back for the time I have lost while still currently waiting to receive glasses that I can actually wear.

  Business Response

  Date: 03/21/2025

  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 yours. Your time and feedback are appreciated so we can continuously improve care for all patients. Kind regards, Patient Relations.

• Initial Complaint

  Date:03/03/2025

  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 order contacts online through my My Eye Doctor account. I was suppose to receive them within 7-10 days per the order. 3 weeks later still have not received a shipping update email. I called the local office where I had my exam and they are unable to track the order since I placed it online. They gave me a phone number to call which led me to their main HR office. I called back and was still told no one can look up my order since I did it online. I find it hard to believe there is no tracking system if I have the order number. All I can do is send a form to request help which I did last week and still hadn't heard anything. At this point I have spoke to 5 different people at My Eye Doctor and no one can help me. I just want the $250 back that I spent ordering my contacts so I can order them elsewhere.

  Business Response

  Date: 03/06/2025

  Thank you for taking the time to speak with a member of our patient experience team to address your concerns. We are disappointed to hear that we have let you down, which is why we have forwarded your feedback to the appropriate leadership team for review. Should you have further questions or concerns, please reach out to the representative that has been assisting you. Kind Regards, -Patient Relations.

• Initial Complaint

  Date:02/25/2025

  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 in *******, ** in May, ******************* hand from my insurance company of the formulary contacts which cost $20 for a years supply and stated that I needed to choose from that list due to cost. I ended up getting contacts that are not quite right fit but good enough and they were the only ones on this list that the doctor said would work for me. In January, 2025, I got a bill for $566 as balance owed. I contacted my insurance company who verified that I had purchased formulary contacts which should've been $20 and it was a billing error on the part of MyEyeDr that they needed to fix. On February 24, I got another bill for the same amount and on 2/25 called MyEyeDr who told me that the reason I was getting billed was because the contacts had been ordered in 90 day boxes instead of 30 day boxes. I was never offered an opportunity to choose the size of the boxes nor was I ever told that there were different size boxes. This order was placed by MyEyeDr, not by me. Now they are saying that because they selected the 90 day boxes instead of the 30 day boxes, with no input from me, and only the 30 day boxes are formulary, that I am responsible for this balance. I was clear from the very beginning that I wanted contacts that would be $20 for the year supply, chose contacts from the approved list (as confirmed by my insurer) and now MyEyeDr is trying to hold me financially accountable for an error on their end. I should not be responsible for this balance.

  Business Response

  Date: 03/06/2025

  Thank you for reaching out with your experience and we understand why this would be frustrating. Your feedback is appreciated, and we have shared this information with the appropriate leadership for review. We were able to confirm that the billing has been removed from your account. We appreciate you giving us the opportunity to review and address your concerns. Kind regards, Patient Relations.

  Customer Answer

  Date: 03/07/2025

  [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,
  
  ****** *****