Complaints

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:02/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to rescind the message I previously wrote. I'd put a negative review but there isn't an option.This is the most updated review of this office I jumped the line thinking it was a great office. It is a book cover with a nasty customer service underlying. I was in this office in October 2024. while waiting my turn to be seen. A lady was trying to discuss her prescription with one of the staff members telling them the glasses weren't accurate and was not happy with the vision seeing through her glasses, the Staff member was one of the harshest non-sympathetic employees I've ever seen.I figured maybe he may have been frustrated due to her nationality of asian decent and the frustration that she was having not being able to get the glasses correct after paying an expensive price this office charges. so I put that encounter in the back of my mind and gave them a shot anyway.Well to my surprise sorta speak I also encountered the same treatment while having issues with my glasses. While I was discussing my matter with an employee about my glasses the same guy can't say gentleman because he was far from it. He interjected himself into our conversation very rudely and unprofessional.The office manager over heard our conversation and came over and had no concern of other patients in the area while maj=king a scene =, so I asked to take it to a location where patients don't have to go through the same experience the Lady I encountered that day in October and my experience. I am glad I was able to speak to this lady so I could understand what she went through.They tell you to take three weeks before coming back in with any issues hoping you have issue the last week then get to recharge you for new lens replacement. The managers are very unprofessional along with some of the employees we have encountered in that office, I am also speaking on behalf of the lady that was so rudely treated and had to go spend more money elsewhere to get the right prescription.

  Business Response

  Date: 02/14/2025

  We don't believe this patient's message accurately depicts who we are and what we're trying to do for our patients.

  After reviewing the service notes and product notes from our office, it appears that our team was understanding in November as both of our managers, our doctor and optician were all able to explain the situation and help find a better glasses prescription on November 20th.  Newest remake on glasses was dispensed on November 27th and patient was asked to try them out for a few weeks.  Patient returns 2.5 months later and is asking us to check vision and remake glasses a third time.  Vision is likely changing due unstable eye health issues.  Our team explains that we will need to charge for a third remake since the lab who makes the lenses will be charging for the lenses.  

  I'm not aware of the situation about the other patient who was having a challenging time with their glasses but we would love to make sure we make it right for them as well.  

  Resolution options that I don't believe have been present to the patient yet: 1. It appears the **************** is eligible again now that it's after January 1st.  We can re-measure the glasses prescription and use the insurance to make a new set of lenses but there will be some out-of-pocket expenses for the patient.  BUT It is not advisable to make new lenses until the eye health situation has at least mostly resolved.  2. We can refund what patient has paid minus what insurance has paid ($512.20 - (-$158.50)) = $353.70.  

  In general, we have a small team of hard working individuals who try and do their best to communicate effectively and provide a high level of customer service.  We understand that our industry standard policies don't meet everyone's needs and will try and resolve any issues the patient is experiencing.  

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22895071
  
  I am rejecting this response because: I can see how valuable a reputation can be when it comes to patients interactions with businesses. Especially when bad outcomes can hinder the business. I can appreciate the owner of this business trying to maintain a good relationship with the community but instances like this where me as a patient also witnesses the same unprofessional treatment to a patient is inconceivable. Management never came out to address this ladies concern who was irate. But came out while another team member decided to jump in on my conversation with another team member and mind you was the same person who handled the lady i encountered, he jumped in and started demanding me to give up my hippa info about another clinic i went to. 
     While management came out they were extremely unprofessional at handling the situation continuing to cause a scene in front of other respective patients. I advised them I would be going to BBB with this matter. I did advise them about the other lady I encountered and it seemed to be brushed off. 
       After this they opted to take me back and reduce my vision test to change prescription that I told them wasnt working and what was. 
     We were to  change reading and update intermediate and the distance was fine. When I got them back the distance was magnified and strained my eyes where they previously didnt not. 
     Im a concerned patient who would like to think they can put their trust in doctors but outcomes like this and management and employees who dont carry themselves professionally should strike an interest in the community. 
  
  Sincerely,
  
  ******* ********