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

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  MyEyeDr.

  885 S Governors Ave Dover, DE 19904-4158

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  MyEyeDr

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

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  MyEyeDr

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

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  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:11/05/2024

  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.

  First lenses were not right so my right lense was remade which was worse again I complained again. I was told they could do any more and said to see a podiatrist for a better example. They kept all moneys my cash and insurance monies and sent out the door. Being a veteran on *** limited income I can't run out for a new exam glasses.

  Business Response

  Date: 11/14/2024

  We are sorry to hear that you found your experience unpleasant. At MyEyeDr we are committed to addressing all patient concerns. We are happy to hear that you were able to speak with the office manager and set up a time next week to work with them on getting your glasses corrected. Thank you for bringing this to our attention and giving us the opportunity to review and resolve your concerns.  Kind Regards, Patient Relations.
  
  

  Customer Answer

  Date: 11/14/2024

  [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:10/30/2024

  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.

  On 9/11/2024 I visited this ********** location while staying in ********** for a month . On 9/16/2024 I received a email stating my glasses were ready to pickup so I called to verify if they were ready and I was Told Lizzy would contact. I never heard from Lizzy so I followed up today and was told again Lizzy would call me still go no call so I called back asked to speak with the manager so I was transferred to ****** whom I tried to explain my issues regarding my glasses and I stated Id hate to have to file a BBB complaint to help get this resolved or call my bank to file a dispute, ****** said f*** me and my glasses and I can proceed how Id like to which I recorded the phone conversation.

  Business Response

  Date: 11/15/2024

  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. A member of our Patient Experience team has reached with their contact information should you need any additional assistance. Kind Regards, Patient Relations. 

• Initial Complaint

  Date:10/25/2024

  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.

  Ive never had an eye exam before and Dr. ******** Gave Me the exam he had very little to say, and when He was finished with my exam. He sent me over to his sales team to sell me expensive frames and lenses.I did not know I was getting progressive and I have vertigo once I received them. I told them they did not work and I had them remake them. I picked up my new glasses in May. I tried them on and they were blurry and I still could not see. I called the office to make another appointment however.shortly after making the appointment my mother passed away. Ive been very busy flying back-and-forth to ******* where my mother lived to take care of her state as well as traveling abroad as a flight attendant. I finally had time to go into the office yesterday and I was informed that I would have to call my insurance company to see if they would Cover a new exam because they were afraid my eyesight May have changed in the last 7 months. Considering the first two pairs were incorrect I find it hard to believe they wanted me to re-file and told me if the claim was denied I would be responsible for buying new glasses. Dr. ******** did not make good on his product and he clearly did not do a very good job at measuring my eyes or else I never wouldve brought back the glasses to begin with. I couldve gone to ******* and bought a pair of readers over-the-counter, but they told me it was better to go through an eye doctor because they could correct my stigmatism. Now Im starting to think it was just a scam.

  Business Response

  Date: 01/24/2025

  This patient was not seen when MyEyeDr was the owner of the practice and since this was submitted 3 months ago prior to MyEyeDr. It is taking longer to get all the details needed. 

  Business Response

  Date: 01/31/2025

  We appreciate you reaching out with your feedback and giving us the opportunity to review your concerns. At MyEyeDr we are committed to addressing all patient concerns. We have reached out by email with the Patient Experience team members contact information, if you would like to discuss this in further detail. Kind regards, Patient Relations

• Initial Complaint

  Date:10/23/2024

  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 went into the eye doctor to make an appointment for my daughter and my son. I made an appointment for them, but the lady at the front desk who had access to my benefits, had told me that I could look online and look for an earlier appointment and if I found one, I could switch it because ********???? was eligible for benefits at any time. I did ask the lady at the front desk who is very snappy with me at that time. Her name was ********* that was right cause I can remember trying to make an appointment at an earlier time for ******** and they told me that she wasnt eligible until later in the year. The lady at the front desk told me oh no, she could use her benefits at any time. So when I saw an appointment that was earlier schedule, my husband took my daughter in for appointment, and after the appointment was done, he was notified that he had $100 co-pay my husband paid for it and when that happened I immediately knew that this wasnt right and our insurance shouldve covered her benefits and her exam also when I contacted the insurance company. ********???? was eligible to get contact for free but only on the day of the appointment , that also was not done. My husband told them that she wanted but the staff of my doctor neglected to order them or even tell him that he had benefits. Maybe at that time they were too embarrassed to say that they went ahead with the appointment and should not have they shouldve rescheduled for November 5. But they didnt they went ahead and took the appointment early that our benefits werent ready until November 5 two weeks away by doing this, we had to pay out-of-pocket $100 and ********???? didnt get the contacts that she needed so they screwed us on two levels. When I contacted the store, the staff was argumentative unhelpful wouldnt even give me their last names and when I asked for a refund , they wouldnt even consider it nor give me the number for the general manager. They were supposed to use our benefits, but didnt.

  Business Response

  Date: 11/11/2024

  Thank you for reaching out with your concerns. We are sorry to hear that you found your experience unpleasant. At MyEyeDr we are committed to addressing all patient concerns. A member of our Patient Experience team has reached out with their contact information and to work towards a resolution. Please follow up with them at your earliest convenience. Kind regards, Patient Relations. 
  
  

• Initial Complaint

  Date:10/22/2024

  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 placed an order for two pairs of glasses with this outlet of my eye doctor. However, one of the pairs that I received is faulty. This pair of glasses is only sitting on my work desk and has never left my home. And unfortunately I found that this is scratched. I called the business and explained that I have never seen this in ************************************************************************************************** this damage. Furthermore, there are no pointer objects on my desk tor this to occur. The business provides a no questions asked warranty. However, they do not answer the phone or respond to messages timely. I had an issue when glasses were not available for pick up a week after the promised delivery date. Now the business claims that I should have purchased additional warranty or should pay an additional charge to get this issue addressed. I believe that this business is not being honest in their warranty or its quality check processes which results in severe inconvenience to customers. The 3.5 star ****** review is also reflective of the business unethical behaviors. I would appreciate if you could look into this at your earliest convenience. Looking forward to hearing from you. Thank you. ****** *****

  Business Response

  Date: 11/13/2024

   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 appreciate you working with me on resolving your concerns. Kind Regards, Ja'Dene Patient Relations.

• Initial Complaint

  Date:10/22/2024

  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.

  I was charged for multiple optional items without being asked, and only saw it once I returned home and looked at my receipt. It started off by saying I owed a co-pay at the time of my visit, which I paid, but as it turns out, I only owed a co-pay of $39 because I was charged for Retinal Photos, which are not necessary. Additionally, for both pairs of lenses that I ordered, I was charged for "Crizal Easy UV" for $68 and the "Eyewear Protection Plan" (which I am not even sure what is covered under that) for $29. That is a total of $233 of OPTIONAL fees that were not run past me. These practices of charging patients for unnecessary things without them knowing is unethical and something I think needs to be addressed. I attempted to get this resolved by contacting the business directly. Spoke with **** ********, a patient relations representative of the business, and she stopped responding.

  Business Response

  Date: 11/13/2024

  Thank you for replying to my email. We appreciate you reaching out with your feedback and giving us the opportunity to review your concerns. I look forward to speaking with you directly about your experience and work towards a resolution. Kind regards, **'**** Patient Relations
  
  
  

• Initial Complaint

  Date:10/22/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Here is my experience with the employees at this particular store; The person at the front desk (allegedly her name is Vee) told me that since I couldnt show her a confirmation of my sons appointment that they placed someone else in the slot. The amount of effort it took for me to make the appointment, take the day off, and get my 11yo there wasnt even the worst of it. It was that she was so ****** about it and didnt even check to make sure I had confirmed it or not, and she didnt even get my name. I was so humiliated that I just left. When I got home and calmed down I looked through my phone and saw that I DID have a confirmation, so this Vee lady had no clue what she was talking about. According to her she tried to call me, but I had no voicemails, no text messages, and when I called the manager they just told me fill out a complaint online. The woman I spoke to afterwards made it sound like she shouldnt have turned me away (maybe she thought it I had the appointment as opposed to my son) and said that it should not have happened. So why is it okay to just s**** with someones plans, nonchalantly shrug it off, and just expect me to still want to give you my business? This front desk lady should be ashamed of herself, and I hope that your company does something to avoid treating people this way. Maybe providing some form of sensitivity training, or, better yet, a swift firing will be the solution. Needless to say I promptly left and am never coming back there, taking my business elsewhere. Stop abusing your customers.

  Business Response

  Date: 01/08/2025

  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:10/22/2024

  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.

  Poorly run office. I called on Monday to confirm my appointment. I arrived on time and 45 minutes after the appointment they changed my appointment time to an hour later and changed it in the system as if they had done nothing wrong. I am still waiting in the office over 1 1/2 hours later. If this office cant run better than this perhaps it shouldnt be allowed to renew its license. Certainly other prospective customers should be aware of complaints. This is not a corporate issue as I have gone to other offices in other states.

  Business Response

  Date: 11/06/2024

  We regret we have been unable to connect with you directly to address your concerns. At MyEyeDr we are committed to addressing all patient concerns. For that reason, a member of our patient experience team has reached out by phone and email with their contact information if you would like to further discuss your experience. We appreciate you reaching out with your feedback and giving us the opportunity to review your concerns. Kind regards, Patient Relations.

  Customer Answer

  Date: 11/11/2024

  Problems continue at this business with incompetent and surly staff at optical department.  Have made two trip for eyeglasses and need to make a third. 
  I have returned call from customer relations without response.  My original delay with them was due to waiting for eyeglasses for a more complete picture.  
  I also still dont understand why one would want an eye exam without a doctor physically present and why this is not crystal clear when making an appointment.  
  Lastly, I again had a very good relationship with the office in ************** MD and am shocked at the difference in quality.   

• Initial Complaint

  Date:10/19/2024

  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.

  On Sept.4 or the 5th I brought my dad's old glasses in to put new lens in old frames due to him having a stroke and can't come in the get frames. My eye Dr. On canal st in ********** ***** said they will be in about 2 weeks. 2 weeks is up still no glasses. Their computer now says they had until Oct. 4th. I said that they said 2 weeks not up to a month. Now it is oct.29th and the glasses still haven't came back. The store said oh ****** set us back a week. That is another excuse they are using because my eye Dr in **************** already had a month for them to come back before the store. My dad had a stroke can't see be abuse he doesn't have glasses what kind of quality of life is that. I would like eye Dr. ** pay us the money that the insurance paid for the glasses and the remaining cash we paid to get the lens in the old frames for my dad's suffering for not being able to see after the stroke so once the glasses do get there he is getting them.for free.

  Business Response

  Date: 11/07/2024

  We regret we have been unable to connect with you directly to address your concerns. 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 giving us the opportunity to review and resolve your concerns. Kind regards, Patient Relations.
  
  

• Initial Complaint

  Date:10/10/2024

  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 am writing to express our extreme dissatisfaction with the recent services we received at My EyeDr Prosper, ** branch.On June 1, 2024, we dropped off our eyeglasses to have prescription lenses installed. ***** husband glasses were ready for pick up in less than 2 weeks. So After several weeks, my glasses were ready so I finally picked them up and noticed the nose piece needed adjustment. During the adjustment, a s**** was accidentally broken due to excessive tightening. They then had my glasses for another week trying to repair them.After this attempt, my rimless eyeglasses, which were also brought in for new lenses, were returned with a mismatched gold s**** replacing a broken silver s**** Additionally, my husband brought in his glasses the same time as I, and the holes drilled in his lenses for the screws are uneven, causing the eyeglasses to be crooked. This not only looks aesthetically displeasing but also indicates poor workmanship. We have spent over $900 on these eyeglasses and are extremely disappointed with the quality of service and the damage caused by your company's mistakes.We demand that both pairs of eyeglasses be repaired immediately at no cost to us. We have been inconvenienced for over four months and believe compensation is warranted for the trouble we have endured.I have attached pictures of the damaged eyeglasses.I have also forwarded copies of this complaint to the State Board of Optometry, the ************************** and the Better Business Bureau.We look forward to a prompt resolution to this matter.

  Business Response

  Date: 01/07/2025

  This patient's concerns were resolved on 11/13. We have refunded them in full and re-instated their insurance benefits. This was discussed and communicated with the patient on 11/13. They were sent copies of the refund receipts as well. 

  Business Response

  Date: 01/08/2025

  Thank you for taking the time to speak with a member of our patient relations department to address and resolve your concerns. We are disappointed to hear that we have let you down. While these are custom made products and due to this we do not typically refund, we want you to be satisfied. We have refunded this purchase and reinstated your insurance benefits. We have also forwarded your feedback to the appropriate leadership team for future improvement. Please reach out to the representative that has assisted you with any additional questions or concerns you may have.  Kind Regards, -Patient Relations.