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Business Profile

Optometry

Maple Valley Eye Care Center

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optometry.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/28/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    RE: Refund Overcharge $ ****** To whom it may concern:On February 18, 2023, I was at a doctor visit for my annual eye ******** my way out I was told that I have to pay $ ****** for Photography of the retina that my ********************* will not cover. I paid it, charging in to my Credit Card. Before leaving the office, I asked the front clerk if I can claim that amount to my ******************* I give all the information that was needed to do so and I was told that ******** would soon accept the claim I will have my refund of $ ****** charged to my Credit Card.On two occasions, I personally went to the office asking for the status of my refund and I was told that I would be refunded ******* medical records show that on 02/24/2023 my claim was processed and it was pay in full (add copy of my ******** Record) as fallow:92004 Exam of visual System$185.00 ***** Prescription Eye Wear ***** ***** Photography of the retina ******I am requesting a full refund for the charge of $ ****** since my ******** Insurance had already paid in full. I hope that this matter can be resolved as quickly as possible. I am very disappointed that have been ignored and I look forward to receiving a response from you.Thank you for your attention to this matter

    Business Response

    Date: 10/28/2024

    Hi ****,

    Thank you so much for the feedback you have given about this experience and we are truly sorry that you were overcharged and for the issues you have had issues with getting your refund resolved. This is never how we want our patients to feel after care with us, and this instance will be used as a training experience with our team. Since it has been over a year since we charged your card, we will be issuing the refund in the form of a check, as our system only goes back 13 months for credit card refunds. I will have that check completed today by our book keeping team, and ready to be sent out for delivery by tomorrow. To clarify the refund amount, the amount refunded to your card was for $110. That was the total balance that was charged to your card for your exam the day you were in.And again, I apologize that our front desk team charged you that balance, you are correct that the medical photos should have been billed to ******** to start with and not charged that day. The remaining $39 was the copay for your wife's exam. I did double check and that was charged correctly for the copay on her ************** Please do not hesitate to reach out to our office with any additional questions or concerns regarding this matter. 
    Thank you!


    Customer Answer

    Date: 11/05/2024

    For the record Ill send you this email that as today I didnt receive any refund.

    Please keep this complain open, I will notify you a soon I get my refund 

    Ill appreciate your help

    **** *********

    Customer Answer

    Date: 11/12/2024

    I let you know that I received a refund from Maple Valley Eye Care Center. As today November 08, ********************************************** to resolve this complaint. I believe this case is closed.
    Thanks again
    **** Gutierrez 

  • Initial Complaint

    Date:08/01/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 through this provider. The glasses arrived broken and I have tried to work with them to get it fixed. But they refuse to fix them or give me my money back. The most they will give me is a $250 credit toward a new set of glasses. I have $1000 frames.

    Business Response

    Date: 08/02/2023

    After this issue came to my attention as the office manager, I have tried to reach out to the patient via phone but there is no voicemail box set up, and I have also texted her through our electronic system in an attempt to resolve the situation as well. The frame that was selected by the patient was $400, and the patient paid $216 out of pocket after insurance for the frame portion of the bill. The glasses arrived from the lab with a missing jewel. Unfortunatley, the frame has been discontinued and I am unable to order a new frame to replace it. We offered to let the patient reframe and pick out a different frame (the credit for a new frame would be a retail credit of $400), or if she wanted to keep the frame with the missing jewel we would refund the $216 paid out of pocket on the frame. After the patient picked up her glasses, the message I received was that she decided to keep the frame with the missing jewel. We refunded the patient the $216 on 08/01/2023 to the credit card she paid on. However, when I learned the patient was still upset with this solution I feared miscommunication may have happened from our team and I have reached out twice to the patient to try to come up with another solution that can solve the problem. I will be reaching out again today because we want a solution that our patients are always happy with!

    Customer Answer

    Date: 08/02/2023

     
    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.

    It is unfortunate that I had to go to the BBB in order to get the refund I was promised over the phone. When I went into the office on 8/1/23 I was told I would only get $216 towards a new pair of glasses and no refund it I wanted to just accept the frames I currently have. 

    It is also unfortunate that I will be loosing this doctor because I enjoyed going to this office. But now I cannot trust them. 

    Sincerely,

    **********************************

Maple Valley Eye Care Center is NOT a BBB Accredited Business.

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