Complaints

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

close

Find a Location

MyEyeDr has 574 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  MyEyeDr

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

• 

  MyEyeDr.

  885 S Governors Ave Dover, DE 19904-4158

• 

  MyEyeDr

  584 Church St N Concord, NC 28025-4573

• 

  MyEyeDr

  38 Fenn Rd Newington, CT 06111-2212

• 

  MyEyeDr

  87 Grandview Ave Waterbury, CT 06708-2514

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:02/25/2025

  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.

  Ive had an awful experience at thia office twice. The first time, they mixed my insurance up with another patient, and my entire appointment was not covered under my insurance because of their mistake with the insurance mixup. Not only was it not covered, they tried to charge me for the services, even though it was their fault for mixing everything up. The second time I went was for a contacts appointment. Everything went well, Im aware my insurance at the time did not cover contacts so I paid out of pocket for around 6 months worth of contacts. I was told theyd be sent to my address, but I never received them! Over $300 worth of contacts! I have called and been told someone will reach out to me regarding this, but nobody has followed up. I still have no contacts, and its been months without a resolution.

  Business Response

  Date: 02/28/2025

  Hello!

  We regret we have been unable to connect with you directly but wanted to let you know your contact lenses have been reordered and should arrive very soon. We appreciate your feedback and giving us the opportunity to review and address your concerns. Your feedback is invaluable and will help us improve for future patients. We truly hope we get the opportunity to care for you again in the future.

  Kind Regards, Patient Relations

• Initial Complaint

  Date:02/24/2025

  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 booked an appointment with my eye doctor. There appointments were booked out and I had to wait...The day before my appointment I received a phone call. The woman asked if I was aware the appointments were only by video appointment. I told her that was absurd for an eye appointment considering you have different computer screens....sit different distances from the computer....etc. and that that wasn't what I booked for. And why didn't it state that when I booked the appointment....why wait so long to tell me because I would have booked elsewhere. They wasted my time and because I need the glasses before I have surgery I had to pay extra to have them rushed. This is their fault. They need to be aware that NOWHERE on their website, advertising, or where you book the appointments does it state all appointments are video. It is false advertising and is fraud.

  Business Response

  Date: 04/04/2025

  Thank you for taking the time to speak with our Patient Experience Team. We sincerely apologize that your experience did not meet your expectations regarding your eye exam. While our online scheduling system outlines the type of appointment being selected, we understand the importance of ensuring this information is communicated clearly for all scheduling methods, including phone and in-person bookings.
  After reviewing your appointment details, we see that it was scheduled online, where our website provides prompts to indicate the type of visit selected and any associated costs. However, we want to ensure that all patients have access to exams performed by an in-house doctor if that is their preference. We have shared your feedback with the appropriate leadership for internal review. Kind regards, Patient Relations. 

  Customer Answer

  Date: 04/04/2025

  [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: 22920506
  
  I am rejecting this response because:  What you told me was that the actual doctor would be virtual and an assistant would be in the room with me.  1.  That is NOT what I was told.  I was told the entire eye appointment was virtual (which still is NOT what I am paying for...I am paying for an eye exam by an eye doctor.)  2.  You told me that it is outlined on the website when you make the appointment.  It is not.  I went back and did a second one to verify and there is nowhere that points that out.

  I do not like being lied to the first time.  Let alone multiple times along the way.  I had to not only pay more out of pocket to get my eyeglasses but had to travel further because of this nightmare.
  
  
  Regards,
  
  ****** ****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:02/23/2025

  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 has an eye exam at My Eye Doctor on 01/21/2-25. I did provide my insurance information with *****. I do not remember the exact wording, but, I was told my insurance would not cover the cost of the glasses. The total amount I paid was approx. ****** I was told the cost of my eye exam was *****. It was expensive but I paid as my insurance did not cover any the cost of the exam and glasses. I then checked with my insurer and My Eyedoctor charged my insurance carrier ******* and my portion was ******. I was shocked, how could one pair of eyeglass cost $*******! I was led to belive that I paid so much for the glasses as my insurance did not cover the exam or the glasses. As my insurance was used my copay for the exam should have been zero. I would like to know why ONE pair of glasses cost ******* when I was told the price I paid did not involve any insurance. I want the amount that was charged to my insurance company to be adjusted. I want an itemized listing showing why one pair of eyeglasses cost $******* between what I and my insurance company paid. Why was I charged so much when my insurance was used.

  Business Response

  Date: 02/24/2025

  Hello!
  Thank you for working with our patient experience team regarding your billing concerns. At MyEyeDr we are committed to addressing all patient concerns. We appreciate you giving us the opportunity to clarify your vision coverage and out-of-pocket costs. Your time and feedback are appreciated so we can continuously improve care for all patients
  Thank you for choosing MyEyeDr. We look forward to seeing you soon.

• Initial Complaint

  Date:02/22/2025

  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 was seen on 2/18/2025 for an eye exam. I was told it would cost $50 co-pay and $39 for a special vision test, but when the exam was finished, I was confronted with a bill for $167.56, because the office manager and billing clerk upgraded my eye exam to a medical procedure, which, even if that had been the case, because I had already met my deductible, my Plan G supplement would pay 100% of the bill and I would have no co-pay; however, I have tried on several occasions to get this reconciled, but the staff at MyEyeDr refuses to work with me at all, not returning my calls or calling me back.

  Business Response

  Date: 03/06/2025

  We are sorry to hear that you found your experience unpleasant. At MyEyeDr we are committed to addressing all patient concerns. We were happy to see that you have worked with the office, who has reprocessed the billing and issued a refund. An associate from our Patient Relations team has reached out to you with their contact information if you would like to discuss your experience in further detail. Kind regards, Patient Relations.
  
  

  Customer Answer

  Date: 03/06/2025

  [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,
  
  Shemirah Brachah
  
  

• Initial Complaint

  Date:02/18/2025

  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.

  Took to long to receive glasses,lost work because of it,then after waiting six months,another six months,they say I owe ,85 bucks more

  Business Response

  Date: 02/20/2025

  Hi *****,

  We regret that we have been unable to connect with you directly. At MyEyeDr. we are committed to addressing and correcting all patient concerns. For that reason, I have reached out via phone and email to inform you that as a courtesy we have removed the balance on your account. We appreciate you giving us the opportunity to address your billing concerns. Your time and feedback are appreciated so we can continuously improve care for all patients. Thank you for choosing MyEyeDr. We look forward to seeing you soon.

  Kind Regards, Patient Relations

• Initial Complaint

  Date:02/11/2025

  Type:Delivery 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 glasses with them 5/30/2024 and was told they applied antifog coating to my lenses order. Ive been having constant fogging of my lenses since Ive had them and told them to send me specifications of what my lenses included. On the invoice, they sent me no mention of antifog coating was listed despite them saying it was included both before I ordered and more recently when I spoke to them on the phone. I want a full refund of my order because I have been lied to. THEY DID NOT PUT THE CRIZAL ANTIFOG COATING WE DISCUSSED ABOUT BEFORE MY ORDER WAS PLACED AND ARE STILL LYING AND CLAIMING THEY DID WHEN I SPOKE WITH THEM AGAIN RECENTLY

  Business Response

  Date: 02/17/2025

  Hello!

  Thank you for taking the time to work with a member of 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. Thank you for choosing MyEyeDr.

  Kind Regards,

  Patient Relations

• Initial Complaint

  Date:02/06/2025

  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.

  The company I work for has a contract with Myeyedr. for prescription safety glasses. I went in between October-November. I picked out a pair of safety glasses and they told me they were backordered and it would take an additional four to six weeks. I said that was fine. In the first week of January I called about my prescription and was told by the person that answered "I don't know how to access your prescription because I'm new, but I will take down your number and have someone get back to you". This happened three different times in two weeks. I contacted the business headquarters to see if they could tell me anything. Nobody got back to me. I tried the local store again. This time they got into my account and told me that the glasses were being made as of 12/16/24 (This is the first week of January I am calling). It is now February and I have called three times. Nobody answers and nobody gets back to me. In my mind this company obviously doesn't care about their customers

  Business Response

  Date: 02/17/2025

  Hi *******,

  We regret we have been unable to connect with you directly to address your concerns and completely understand why would this would be frustrating. At MyEyeDr we are committed to addressing all patient concerns. For that reason, a member of our patient experience team has reached out by email with their contact information if you would like to further discuss your experience. We appreciate you reaching out with your feedback and have shared this with the appropriate leadership.

  Kind Regards,

  Patient Relations

• Initial Complaint

  Date:02/05/2025

  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.

  Dear Better Business Bureau Team,I hope youre doing well. I am reaching out to formally file a complaint regarding a billing discrepancy with MyEyeDr.On October 30, 2024, I purchased a pair of lenses from MyEyeDr and repeatedly asked their staff to confirm whether my insurance would fully cover the cost. I was explicitly assured that as long as I only purchased lenses without a new frame, the total cost would remain within my insurance coverage. Based on this information, I adjusted my purchasechoosing to buy only lenses and using my own frame to ensure the cost stayed within my coverage ******** the time of purchase, I left the store with a zero balance, under the impression that my insurance had fully covered the transaction. However, despite following the staffs guidance, I later received a bill stating that my insurance only covered $150, leaving me responsible for an additional $99. Had I been given accurate information at the time of purchase, I would have made a different decision to avoid unexpected out-of-pocket expenses.I attempted to resolve this issue directly with the store manager, but was informed that there was nothing they could do and that I was fully responsible for the outstanding balance. Given that this charge resulted from misrepresentation on the part of MyEyeDrs staff, I believe it is unfair for me to bear the financial burden of this error.I respectfully request that this charge be waived or that an alternative resolution be offered, such as adjusting the billing amount to align with the original assurance.Patient Name: ******* **** Account Number: ************* I appreciate your prompt attention to this matter and look forward to your ************* regards,******* ****

  Business Response

  Date: 02/07/2025

  Hello!
  Thank you for taking time out of your day to speak with me. I appreciate you
  giving me the opportunity to address and resolve your concerns. Thank you for
  choosing MyEyeDr. We hope to see you again soon!
  Kind Regards,
  Patient Relations

• Initial Complaint

  Date:02/05/2025

  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.

  Dear Better Business Bureau Team,I hope youre doing well. I am reaching out to file a complaint regarding an incorrect billing issue with MyEyeDr.On October 30, 2024, I purchased a pair of lenses from MyEyeDr and specifically asked their staff multiple times to confirm whether my insurance would fully cover the cost. I was explicitly informed that as long as I only purchased lenses without a new frame, the total cost would remain within my insurance coverage. Based on this assurance, I modified my planchoosing to purchase only lenses and using my own frame to ensure the cost stayed within the covered ********* the time of purchase, I walked out of the store with a zero balance, as I was led to believe that my insurance had fully covered the transaction. However, despite following the staffs guidance, I later received a bill stating that my insurance only covered $150, leaving me responsible for an additional $99. Had I been given the correct information at the time of purchase, I would have made a different decision to avoid out-of-pocket costs.I attempted to resolve this issue directly with the store manager, but she informed me that there was nothing she could do and that I am fully responsible for the outstanding balance. Given that this charge resulted from misrepresentation on the part of the stores staff, I believe it is unfair for me to bear the financial burden of this error.I kindly request that this charge be removed or that an alternative resolution be provided, such as adjusting the billing amount to reflect the original assurance.Patient Name: ****** **** Account Number: ************* I appreciate your prompt attention to this matter and look forward to your response.

  Business Response

  Date: 02/07/2025

  Hello!

  Thank you for taking time out of your day to speak with me. I appreciate you
  giving me the opportunity to address and resolve your concerns. Thank you for
  choosing MyEyeDr. We hope to see you again soon!

  Kind Regards,

  Patient Relations

• Initial Complaint

  Date:01/28/2025

  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 have been contacted 2x via email about an Eye appointment in **********, ** and I live in **.

  Business Response

  Date: 01/29/2025

  Thank you for reaching out and bringing this to our attention. We apologize for any inconveniences this may have caused. We have updated our system, and you should no longer receive these emails.  Kind regards, Patient Relations.
  
  

  Customer Answer

  Date: 01/29/2025

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