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.

  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:12/13/2024

  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.

  Had Cataract surgery. Brought in rx plus my own frame. They not only broke my frame but put in wrong rx. They won't refund me due to a release form I signed which was not explained to me at the time of order. I'm a senior I asked twice if they accepted ******** since I heard customers say they were using ********. I was brushed off twice. Now I cannot even get a discount on new frames because I'm "choosing" one where the discount does not apply. I have been pretty heated with this establishment. Hopefully they are not doing this with other people especially seniors on fixed income. I hope I can be helped. Thank you.

  Business Response

  Date: 01/03/2025

  Thank you for reaching out and giving us the opportunity to review your concerns. We are sorry to hear that your frame broke when we were making new lenses for you. We do have patients sign a waiver when using their own frame. This is because in a lot of cases we do not know how old the frame is, how it has been used, and the current integrity of the material. We were happy to see that you have worked with the office and selected a new frame with a 50% discount, and your order is ready for pick up. Our ************* does take ******** for routine and medical exams; however, they are not in network for after cataract glasses. Should you have any questions please continue to partner with the manager at the office. Kind regards, Patient Relations. 

• Initial Complaint

  Date:12/05/2024

  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 went for my eye exam, right after my knee surgery, I was not up to do this, but they said they were totally booked till end of the year, it would be okay, they would help me, take no longer than 30 mins. I believed, I went, it was h*** It was over 2 hrs, not supposed to sit like that after knee surgery, my daughter who is special needs and my husband are waiting for me in the parking lot. I was directed to look at frames in a box they had under the counter, the employee stated they were covered by my insurance, we would do this before dilation of my eyes. After dilation/exam, they directed me to a desk where I was informed by another employee the frames, I picked out were not covered by my insurance, I needed to pick ones from a rack she pointed at. I informed her I cannot see now; and my knee is killing me from sitting for over 2 hours. I was stuck with these frames, she took my perks card that had the **************************************************************** ******* totally insane. I was not functioning well enough to understand what was happening I got taken advantage of. To this date I have no glasses, they are all wrong, they put progressive lens in them which I cannot use, never asked for this lens, i brought with me my old glasses and glasses I had prior and told all including the ** this was the type of lens I wanted, not progressive lens. To this date they have sent my glasses back 3 times to be corrected they tell me, but they always come back the same lens and worse than before. I have never taken them out of the store they remain there. But they have charged my credit card which I have dispute, took my 250 off the flex card and billed my insurance what they were allowed to. This is totally wrong. I have tried to report this to my insurance company with no assistance from them. I have called this eye place more than once, they just blew me off. Now I find out everyone that was there is no longer there, and was told basically it is what it is.

  Business Response

  Date: 01/17/2025

   We are sorry to hear that you found your experience unpleasant, and it is disheartening to hear that our service did not meet your expectations. Please be assured that your feedback has been taken seriously and has been brought to leaderships attention. We are relieved to confirm that your refund has been processed, and we hope this resolution is satisfactory. A member of our Patient Experience team has reached out to you by email, with their contact information should you have any questions or would like to talk in further detail. Kind regards, Patient Relations.

  Customer Answer

  Date: 01/22/2025

  [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:12/04/2024

  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.

  Dec. 3, 2024 Went to pick up new pair of glasses to replace those under warranty.Staff made me turn in the old damaged pair that I was going to use for a back up. I paid over $700 for these glasses including the warranty. I was never informed that I would have to turn in the old pair.I'd like to know why they need scratched glasses with my prescription. This is a bad customer policy.I'd like my old glasses returned to me. I have contacted the company.

  Business Response

  Date: 01/17/2025

  Thank you for working with our Patient Experience Team concerning your warranty replacement glasses. In order to not void the warranty, the damaged pair does have to be exchanged for the replacement and sent back. We do not throw them in the trash, but they get returned to the manufacture or returned to the lab for the exchange. You paid $700 for the original pair of glasses; with the Eyewear Protection Plan this allows us to replace the same pair at no additional cost but only with the exchange of the damaged pair. We apologize for any confusion or misunderstanding regarding our warranty and its Terms & Conditions. Kind regards, Patient Relations.
  
  

• Initial Complaint

  Date:11/30/2024

  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 purchased a brand new Versace frame and lens ($750) from the ****************** location. The lens had to be remade due to an error in the bifocals. On 10/15/2024 I went into the ****************** location after receiving a text that my lenses were ready. Dilebi ****** (front desk) took my frames to insert the lens. When she returned, the Left handle on my Versace frames were bent/twisted out of shape. She then tried to bend the frames without warming them and further damaged the frames. After making a complaint, the Regional Manager called after initiating an investigation and speaking with the staff. The Regional Manager apologized and said the staff would order new Versace frames to replace the damaged frame. I left the damaged frames and waited for the new frame order to come in. When I went to pick up the alleged "newly ordered frames", I realized they REFURBISHED the twisted/bent frame and presented it back to me as new!!! The attached picture taken at the store shows the "refurbished" left frame arm versus the right frame arm that was not damaged. The left frame arm has the product code twisted upward towards the top, and the product code on the undamaged arm is facing downward as it should be. The new onsite manager (who was not the manager at the time of the incident) said he could just "bend" the frames into position....I was horrified!!! The Manager asked to take the frames back and he would make sure the new order was made. I did not agree, and said they could order the new frames and I would exchange it for the new frames when they come in to ensure they were indeed new. On November 29th I went into the ****************** store requesting information on the order and was told by the onsite Manager he was not going to order the new frames. They have been deceptive and refuse to correct the problem their staff created. I request MyEyeDr to provide a brand new frame to honor their word to make this right!!!

  Business Response

  Date: 12/12/2024

  We are sorry to hear that you found your experience unpleasant. At MyEyeDr we are committed to addressing all patient concerns. Thank you for working with the office to find a resolution for your glasses. We appreciate you reaching out with your feedback and giving us the opportunity to review your concerns. Kind regards, Patient Relations.
  
  

  Customer Answer

  Date: 12/12/2024

  [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:11/27/2024

  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 the service with MyEyeDr. in May 2024 and was charged with *****. There were some discussions about the insurance coverage of that amount but we still paid in the end full amount on Aug 26th. However, we received a collection notice on Oct 10th for that amount. We contacted MyEyeDr and they said we have to deal with the collection agency as they already sold the debt to the collection agency.Not only the payment is not timely reflected in our account, but also once we contacted them, MyEyeDr didn't try to solve on their end with the collection agency but put the burden on client. That is low customer service and poor business model.

  Business Response

  Date: 12/13/2024

  Thank you for taking time out of your day to speak with me. At MyEyeDr we are committed to addressing all patient concerns. We appreciate you giving us the opportunity to address yours. I have sent you an email with my contact information and look forward to hearing from you. Kind Regards, Ja'Dene Patient Relations.
  
  

• Initial Complaint

  Date:11/21/2024

  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 saw Dr. ******* for an exam and ordered my glasses on October 10, 2024, Oakley frames, Zeiss progressive lenses, no coating. ******** highly recommended I pay extra for an anti-reflective coating to help reduce eye strain. I picked them up on October 18 and immediately had issues with the markers. I saw 3 staff and was advised that they could be buffed out if I did not adjust. I returned on Nov 7, 2024 for another exam and we decided to try a tint and different vendor with less etching. I spoke with ***** and he left a voicemail that afternoon: we can do the tint and we can do the ** coating, but I need to make sure you are ok with polycarbonate lense. I called the next morning to confirm and inquire about cost as well as ***** instead of blue. He said that he would ask about the *****, it would be blue tint if not, and there would be no charge. I agreed. Yesterday was 12 days later. I called to ask if they are ready and was told I cant have blue filter AND tint and he was waiting for me to tell him what I preferred. I never asked for a blue filter. I told ***** that and reminded him of his own voicemail. He said he needed to check something and call me back. After a few hours, I called back and left a message with ********, stating that I still want the tinted lenses with antireflective coating as I stated 13 days ago. She agreed to tell *****. I checked my voicemail at 6:30 PM and have a new message from ***** from *** partnering with MED asking me to confirm what I did on Nov 8, so they can re-make them AGAIN! I called back and got an answering service optometrist that hung up on me. I called back a FIFTH time and a lady who didnt even know the name of MY EYE DOCTOR wanted my name and DOB. I gave her my name, refused DOB, and said Id like a refund or my glasses as ordered Nov 8. *** says they are not affiliated. I called ******************* and they never received any message from the lady wanting my personal identifying information, per *********.

  Business Response

  Date: 12/05/2024

  We are sorry to hear about your experience while the office was transitioning. Thank you for replying to my email. Your time and feedback are appreciated so we can continuously improve care for all patients. I have shared your experience with the leadership team, so they can further review. We are happy to hear that the office was able to provide a temporary solution until they receive the corrected lenses. Should you want to discuss in further detail please reach out to me at the provided email or phone number. Kind regards, **'**** Patient Relations.
  
  

• Initial Complaint

  Date:11/20/2024

  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.

  Dear Better Business Bureau,I am writing to file a complaint against MyEyeDr. I recently discovered that I was sent to collections for an invoice of $45, which I never received a bill for nor was informed about by the office.Initially, it was very difficult to get in contact with MyEyeDoctor Corporate regarding this matter. After multiple attempts, I reached out to my local office, where I was able to have a friendly conversation. However, despite their efforts, they were unable to locate any invoice relating to the $45 charge or even an appointment in their records that could explain the charge.This lack of transparency and the subsequent action of sending me to collections without proper notification has caused undue stress and concern.I kindly request that the Better Business Bureau assist in addressing this issue by investigating the practices of MyEyeDr. I am seeking resolution in the form of a detailed explanation for the charge as well as removal of the collection record from my credit report.Thank you for your attention to this matter. I look forward to your prompt response.

  Business Response

  Date: 12/05/2024

  Thank you for taking time out of your day to speak with me. 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. I appreciate you working with me as I continue to work towards a resolve to your concerns. Kind regards, **'****.

• Initial Complaint

  Date:11/15/2024

  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.

  Reluctantly chose a pair of frames from the selection that was less than impressive. A day later I decided that I would go with another vendor ** offered a better selection. The issue is MyEyeDr has informed me they will not be giving me a refund. This I dont understand, this has never happened to me and Ive been wearing glasses for quite some time, and never had a pair forced onto me. I will not be returning.

  Business Response

  Date: 12/02/2024

  Hi, we regret we have been unable to connect with you directly. At MyEyeDr we are committed to addressing all patient concerns. For that reason, I have reached out by phone and email with my contact information so we can further discuss your experience. We appreciate you reaching out with your feedback and giving us the opportunity to review your concerns. Kind Regards, Ja'Dene Patient Relations

• Initial Complaint

  Date:11/11/2024

  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.

  This business states that it accepts "all types" of insurance. This is a false statement. **********, DE and *******, DE were "NOT able to log in" or verify my coverage. Milford, DE claimed I was covered with another carrier - I am not - further they offered to allow me to pay that co's fee (more than 4x's what my card stated) I told them that this was immoral and I would not do that. Wrote to Patient Relations 2x and no response (that phone number is no longer in service- go figure!) ************* mgr and she would not return the call. If my carrier is not 'in plan' then they need to request their data be removed from their database as a participating provider.I would like to be seen at the **********, DE location and pay the fee on my card

  Business Response

  Date: 11/20/2024

  Thank you for taking the time to speak and work with our Patient Experience team. We appreciate your feedback and giving us the opportunity to review your concerns. We have provided your experience to leadership for review. Should you have additional questions or concerns please continue to reach out to the associate that has been working to resolve this for you. Kind Regards, Patient Relations.

  Customer Answer

  Date: 11/20/2024

  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. 

  More importantly is that it was NOT the fault of this business that they were not able to be more helpful. It WAS the insurance company that I had that failed to keep their web portal working so the provider could access my information. I will file a complaint with the insurance commissioner as this is NOT acceptable for an insurance company to have system failures for WEEKS that do not allow providers to access their systems.

  I especially want to thank ***** ******, Patient Relations *** for her communication efforts and outstanding follow on.
  

  Regards,
  
  ***** *******
  
  

• Initial Complaint

  Date:11/08/2024

  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.

  am writing to express my dissatisfaction with a recent experience at the MyEyeDr. ************ location regarding the purchase of glasses under my ******** plan. Typically, my ******** plan provides coverage for two pairs of glasses at other providers, yet at this location, I was only given a single pair. Furthermore, I was billed an amount exceeding the standard ******** coverage, which has left me feeling misled and overcharged.I would like to note that Dr. *** provided exceptional care, and I have no concerns with her professional service. However, the handling of my transaction by the staff, particularly ******, was disappointing. There was a lack of clear communication regarding the pricing and billing specifics related to my ******** plan. With better information, I would have been able to make a more informed decision or consider other options to better align with my *********** light of these issues, I kindly request a discount or some form of resolution for this experience. I hope MyEyeDr. will address this matter with the goal of enhancing transparency and improving customer satisfaction.Thank you for your attention to this matter. I look forward to your prompt response and a positive resolution.This is per ******** regulation Thank you ******* ************ DOB: **********

  Business Response

  Date: 11/27/2024

  Thank you for taking time out of your day to speak with me today. At MyEyeDr we are committed to addressing all patient concerns. We appreciate you giving us the opportunity to address yours. I look forward to speaking with you again on Monday 12/02 as we work towards a resolution. Kind regards, **'**** Patient Relations.