Complaints

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

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  MyEyeDr

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

• 

  MyEyeDr

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

• 

  MyEyeDr

  125 Danbury Rd Ste 8 Ridgefield, CT 06877-4111

• 

  MyEyeDr

  87 Grandview Ave Waterbury, CT 06708-2514

• 

  MyEyeDr

  54 Park Lane Rd New Milford, CT 06776-2917

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:10/03/2024

  Type:Delivery 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 ordered contacts with My Eye Dr on 8/12/2024 and still have not received them as of 10/03/2024. I have called my local office 3 times to get an update and was told they will "arrive shortly" The second time I called the tech said it was strange I didn't have them yet and I was told she reordered them and they should be shipped to me within a week. 2 more weeks have passed and I still do not have my contacts that I paid for. I've attempted calling their Business headquarters in ******, **, but they have disconnected their Patient Relations telephone line and will only accept complaints via their website. I've filled out the form on their website 5 business days ago (even though the recording on the phone # says they will call you in 2 to 3 business days) and have not heard back from them. I have now been trying to resolve this issue for nearly 2 months and no one at the local office or corporate office seems to know what is going on or seems to want to resolve my issue. They have taken my money, used my insurance discount benefit and not given me my contact lenses.

  Customer Answer

  Date: 10/15/2024

  My complaint was finally resolved and I received my order. I never received any communication from the business, but I showed up in person at the location and they finally had my order. Very poor communication from them. 

• Initial Complaint

  Date:09/17/2024

  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'm not sure if myeyedr is a health care provider. I was at the ************** location in ******. They do not have their own BBB page. I went into this store to ask why my lens was scratching and was told it was too late for me to do anything and that I didn't ask for the protective coating. I DID ask for the protective coating and I remember saying I always get it because I'm a klutz. I was told that the person who helped me 4-5 months before didn't work there anymore, so it was no longer their responsibility. I was eventually told to get the f out of the store as three employees surrounded me. The woman who used that language toward me was named something like Mermena or *******. These people are brawlers. I also have scratched glasses. I will have to pay for a new pair.

  Business Response

  Date: 09/20/2024

  Thank you for taking the time to speak and work with our Patient Experience team. We are happy to hear that they were able to provide a satisfactory resolution. 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

• Initial Complaint

  Date:09/13/2024

  Type:Order 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 actual date of the visit was on 04-25-2024. My wife was interested in getting new glasses. Before we began to look at frames our insurance was checked to confirm it existed and what our out of pocket cost would be after our insurance was used. We picked out glasses and paid the for the glasses. On 09-11-2024 we are received a bill from this office that we owe an additional 60 dollars for the glasses. We contacted the office we went to and they told us that there was nothing that they could do and to contact our insurance company. The office said that they weren't paid the full amount by the insurance company. I contacted the insurance company and they told me that their records show they did pay the full amount. There was no resolution offered by the office. I was told by the office to call again once we get the next bill in the mail though it was unclear how this would help. The actual phone number to contact on the bill we received only provides a busy signal **************.

  Business Response

  Date: 10/15/2024

  Thank you for taking the time to speak with our Patient Experience team. We appreciate your feedback and giving us the opportunity to review your concerns. Furthermore, we have provided your experience to our leadership for their review as well. We did confirm that the balance on the account has been suppressed. Please don't hesitate to contact the Patient Experience team member you have been working with should you need any additional support. Kind regards, Patient Relations.
  
  

• Initial Complaint

  Date:09/11/2024

  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.

  My glasses are broken i paid for an extended warranty so if i break my glasses they would replace them. I've been calling the location for about 3 days in order to get them replace and have not got anywhere . When i spoke to ****** she was very rude and nasty and told me i wasn't get s*** replaced . I then called the current manager ****** or **** at the ******** location and she even refused to help. I asked for a district manager and was told they current do not have one . The employee at the ******** store informed me that ****** or **** is there manager and not currently looking over the south ***** store. Since I've been calling i have been getting the run arounds about replacing my frames. I have a restriction on my driver license I explained to her I'm in another state due to family death. She still didn't. Care.

  Business Response

  Date: 09/20/2024

  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.

• Initial Complaint

  Date:09/11/2024

  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.

  I am being billed $20 each for myself and my two daughters that I do not owe. All of the costs were cover by insurance or paid by myself at the appointment. I do not owe them anything yet they are trying to bill me $20 each. I want them to stop trying to bill me these bills . Thanks

  Business Response

  Date: 09/23/2024

  We regret we have been unable to connect with you directly. 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 were able to resolve the billing on your account. I have reached out by phone and email with my contact information, if you would like to discuss this in further detail. 

• Initial Complaint

  Date:09/03/2024

  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 recently had a prescription filled on 07/30/2024 for new prescription glasses at the MyEyeDr location in ******* on ***************** in ********, La. When the lenses arrived, they were defective and had a crack in them, so a set of replacement lenses were ordered, however, those were not the right size (slightly too big). The in store technician tried for ten minutes to insert them into my frames, and eventually took them into the back of the store to grind them down. The lenses still did not properly fit. The technician placed a new order for another set, and said that the order would be rushed, but as of today I STILL DO NOT HAVE THE LENSES! 09/03/2024!I have made multiple calls to the store, and asked to speak with the manager, and I never received a call ********** I called yet again and was told that the lenses were not in. I asked to speak with the manager, who identified himself as *****, but he was extremely rude to **** am a senior citizen and have glaucoma, and I am appalled by the egregious manner in which I was treated by the manager. I need my glasses in order to see and function properly at work, as well as for daily tasks.I am filing a complaint with the Better Business Bureau to inform them of what has transpired, and to get my lenses which I paid for in advance.

  Business Response

  Date: 09/16/2024

  Thank you for reaching out with your concerns. We were happy to see that you were able to pick up your glasses and have worked with the District Manager to find a satisfactory resolution.  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. Should you have additional questions or concerns please continue to reach out to the leadership that has been working to resolve this for you. Kind Regards, Patient Relations

• Initial Complaint

  Date:08/29/2024

  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.

  Using ************** advantage plan I went for my yearly check up. I purchased new glasses. The salesperson wanted to sell me scratch guard which I refused, then she said that it was no extra charge. I paid in full then get a bill for $26.50. I have paid the bill but will look for another provider if this is the way they operate.
  
  

  Customer Answer

  Date: 09/10/2024

  Using ************** advantage plan I went for my yearly check up. I purchased new glasses. The salesperson wanted to sell me scratch guard which I refused, then she said that it was no extra charge. I paid in full then get a bill for $26.50. I have paid the bill but will look for another provider if this is the way they operate.

  Business Response

  Date: 09/17/2024

  Thank you for taking time out of your day to speak with me and giving me the opportunity to hear your concerns. 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 truly hope we get the opportunity to care for you again in the future. Kind regards, **'****

  Customer Answer

  Date: 09/17/2024

  [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:08/29/2024

  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 August 23rd I went to pick up a pair of glasses that I ordered here. I also took in my old broken frames with perfectly good lenses in them with a $100 replacement frame. There were two girls working at the time and both were working on trying to swap them out. They ended up breaking my lens. They are stating that there isn't anything they can do outside of me spending $254 for them to replace the lens they broke because I did not purchase those particular glasses there. If that's the case, then they shouldn't have ever touched those glasses. I am on a very tight budget and they are not offering to fix this issue (that they caused) in any way.

  Business Response

  Date: 09/23/2024

  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, **'****

• Initial Complaint

  Date:08/28/2024

  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.

  After our eye exam we purchased several pairs of glasses and paid all of the out of pocket charges that insurance did not cover. 12 months later we keep getting notices of amounts due. I paid one in the amount of $80 and know they are requesting an addition $90 for myself and $176 for my wife.I have sent this email several times and have not been contacted for resolution. Hello:I just received more statements for service render a year ago or more. I have already paid for everything, plus an additional $80 you billed my account.Patients ***************************** acct ************* $90 ************************* acct ************* $ 176 We paid everything we were told at time of order. I reluctantly just paid $80 for nonsense already billed on acct 6670.. I will not pay any more.I consider this a fraudulent bait and switch scenario. I will not pay any more for services I paid in full last year. So, I expect these charges to be removed, in full, from both accounts or we will cease to be myeyedr patients and will file complaints with state attorney general and with NVA for fraud. We spend a lot of money at your location and should not be continuously milked for more.Your choice.****** and *************************

  Business Response

  Date: 09/19/2024

  Thank you for taking the time to speak with me today. We appreciate your feedback and giving us the opportunity to review your concerns so we can provide a satisfactory resolution. We have shared your experience with the appropriate department for review.  Should you have additional questions or concerns please continue to reach out to me by either phone or email. Kind regards, ******

  Customer Answer

  Date: 09/19/2024

  [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. The final resolution was to clear the incorrect charges from my account and to review this issue for the future to avoid such problems.

  Thank you to all involved in bringing this to a proper resolution.
  
  Regards,
  
  *****************************
  

  
  

• Initial Complaint

  Date:08/28/2024

  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.

  July 1, 2024 I went to MyEyeDr for an eye exam and glasses. I submitted my insurance card information and paid the bill in full the day of the visit. Over a month later I received another bill for an additional $105. This new bill had the same services listed but with higher prices and additional services billed that I did not ask for or want. I never asked for or approved signing up for their yearly service plan. I made several attempts to call and email the contact on the bill and have never been able to reach anyone to resolve this. Waiting on hold and left messages and left emails. I contacted my insurance, and they sent my the explanation of benefits for the visit. MyEyeDr was paid by my insurance. It is curious to me that the prices they list on my bill paid at the visit are different than what they charged my insurance and yet another set of prices for this second bill mailed to my house. I am unable to reach anyone to resolve this and seeking help.

  Customer Answer

  Date: 09/13/2024

  My insurance carrier has contacted the billing department of MyEyeDr again, and were told that they do not know what the additional charges are for. They also stated that the eyeglass frames I purchased are being marked up by their billing department. At the eye ************ the frames I purchased were marked $130 and I was verbally told the price was $130. Their billing department agrees with the marked price of $130 but state that the frame's price tag is only an "estimate" for the frames. The billing department marked up the price of the frames to $235.00.

  Business Response

  Date: 09/23/2024

  We regret we have been unable to connect with you directly. 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 were able to resolve the billing on your account. I have reached out by phone and email with my contact information, if you would like to discuss this in further detail. Kind regards, **'****

  Customer Answer

  Date: 09/25/2024

  [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. I thank you and appreciate your assistance! I do not believe this would have been resolved legally or fairly without your help.
  
  Regards,
  
  ******* *****