Complaints

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

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Eye Associates Northwest PLLC has 5 locations, listed below.

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  Eye Associates Northwest PLLC

  1101 Madison St Ste 600 Seattle, WA 98104-3501

• 

  Eye Associates Northwest PLLC

  21616 76th Ave W Ste 110 Edmonds, WA 98026-7512

• 

  Eye Associates Northwest PLLC

  155 NE 100th St Ste 110 Seattle, WA 98125-8007

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  Eye Associates Northwest PLLC

  1455 NW Leary Way Ste 300 Seattle, WA 98107-5138

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  Eye Associates Northwest PLLC

  11325 NE 120th St Bldg W Fl 2 Kirkland, WA 98034-6907

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:06/19/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 an office visit with Eye Associates NW (EANW) on 2/20/25. I paid a total of $50 but I only owed one copay of $25 for the visit. After seeing the doctor I was told by staff at the front desk that they could not refund my money but someone else from **** could and I should receive my refund in 1 to 2 days. Its been over 4 months since I was promised a refund, and the issue has not been resolved. During this time, **** has done nothing to try and resolve the issue. I have called several times and been told that someone will look into the issue and follow-up with me, but no one ever did. I disputed the duplicate charge with my credit card company. **** never responded to their inquiry either. After filing my dispute with my credit card company **** began sending me bills telling me that I owed them $25 because they are now claiming I have not paid my *****. I also had issues with scheduling and follow-up regarding getting approval for a procedure I was to have done at ****. I never had the procedure done because staff at **** either failed to enter my appointment in there system or they failed to seek confirmation of coverage from my insurance provider. I am attaching a longer explanation of my dispute, the latest bill received from EANW, and a screen shot of the two $25 charges to my credit card for 2/20/25 which posted on 2/21/25.

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  4/3/25- First Appointment with ****** *** (******* Location), (my personal glasses purchased Prodesign Denmark) were dropped off there.I returned a week or so later to pick up my glasses. I immediately experienced dizziness, headache and was unable to see clearly.I stopped by the office a week later requesting a new appointment as the glasses were not functional. I was told that I could not be seen at the local ******* office and that I would have to go downtown and I could only see Dr. *** for prescription correction.5/2/25- Appt with ***** *** to correct the prescription. My glasses were dropped off at the optical department downtown and the gentleman there assured me that my glasses would be returned to the ******* location.I received a call from the ******* location saying that I had to come in for a measurement. I went down and had the measurement performed at the ******* office.I received a call from ***** saying the glasses were ready for pick up. 5/23/25- I returned to the ******* office to pick up my glasses and there were only lenses and my glasses were missing. There was no one in the optical department that day. The receptionist opened all the boxes and could not find the glasses. She took my number and promised to call with news after she spoke to the downtown location.5/26/25- Once I spoke to ***** in the optical department and he said he would call me back after he spoke to the downtown location. He never called back.I spoke to scheduling to ask for the Optical Manager to call me two days ago. I left my name and number and they have not returned my call.5/29- I left messages at the downtown and ******* optical departments requesting a call back or to at least tell me the name of a manager that I can speak to. I have not received any call ******* this point I would like reimbursement for my office visit, and reimbursement for my lenses, as well as reimbursement for the glasses ($250.00) that your company lost.

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 scheduled an appointment with this facility for a routine eye exam after confirming they were an in-network provider with my insurance. Upon arrival, I completed the standard intake form, providing honest answers to routine questions about my eye healthheadaches, sensitivity to light, and other common concernsas patients are advised to do.When called back, I was led to a room and greeted by *** *********, *** immediately began showing me photos of eyelid surgeries, commenting on my typical half lid. As someone *** is half Asian, this felt very off putting and strange. I quickly clarified that I was there for a routine eye exam, not cosmetic advice. It became apparent that my appointment had been misrouted to this ******* *** is primarily an eyelid surgeon and not the correct individual to conduct the exam I scheduled. Within five minutes, I was told I had seen the wrong provider, and the appointment ended without any resolution.Imagine my shock when I received a bill for over $300 for a so-called cosmetic consultsomething I never consented to or requested. My honest responses on the intake form were twisted into justification for this fraudulent charge.The stated that because I also reported eye issues ( all issues related to needing a new prescription, the purpose of my visit).Attempts to resolve the issue have been met with months of silence, unhelpful staff, Despite never receiving any meaningful service or consultation, the office manager decided I was liable for the full cost of this unauthorized visit. She stated that the intake form has enough information that she could ensure this charge is upheld. The ability to schedule with a surgeon is not possible on my own accord, (see screenshot )This experience felt racially insensitive. Being told I needed eyelid surgery based solely on my ethnicity and doubling down on billing for a cosmetic service I did not requestand using racialized comments as a foundation for that serviceis unethical.

• Initial Complaint

  Date:08/25/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 12/18/2023, I went to EANW for my annual vision exam, just as I had done for the last 35 years. My vision insurance. Met Life, covers that one annual exam, and each year, EANW would bill the insurance. However, this year, for some mystery reason, they did not bill my insurance, and they did not notify me either. In June 2024, I received a bill dated 6/14/2024 for $474.00 for my regular vision exam. It was apparently incorrectly coded 'medical' ; however that exam was no different from every other annual vision exam. I called, wrote to their 'contact us' link on their website, written physical letters to ***********, called EANW and Met Life. The phone system makes on wait on hold for up to ***** minutes, and sometimes hangs up on you, people who do answer say they don't know, don't have any authority, etc. I have always paid all my bills promptly and never late, so after 1 month of no resolution, I reluctantly paid, thinking I could be reimbursed from insurance, and then filed a claim. Recently (August 2024), I received a letter from Met Life, stating my claim was denied, stating the claim was submitted beyond the allowed submission period. I have been attempting to appeal that--it was the responsibility and fault of Eye Associates to wait 6 months to bill me, and not my fault. For 35 years, they billed my insurance directly, I never had to pay for the exam, and they did not notify me that it was any different this year. By waiting 6 months to bill me, EANW is the one at fault for my 'late' submission to the insurance company. EANW should reimburse me fully and promptly for their late and faulty billing. I also paid an additional $85.00 separately on 2/16/2024 for what I thought was contact lens evaluation, and another $50,00 on 6/11/2024 for contact lenses. Those bills are probably legitimate, but honesty, now I have to wonder. My insurance covers glasses in 2024, and I took contact lenses in lieu of the glasses this year.

• Initial Complaint

  Date:05/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have been an Eye Associates patient for 35 years, and always trusted them. Doctors and other employees were always professional, trustworthy and competent. They said they had a free consultation regarding laser eye surgery, and I made appointment for it. When I arrived, the employee started doing a bunch of eye measurements, etc. I asked 'is this necessary? ' she said it saves time. I thought it odd, but complied with directions. At no time, did anyone tell me they turned free consult into paying 'services.. appointment--I would have said no thank you immediately I was shocked and surprised to receive the bill. I tried calling EA and most of the time, got only the phone system, press 1 for this, 2 for that, etc. Sometimes was able to leave a message, but not always. Got through to billing department, they said they couldn't change the bill. I went onto website and wrote messages 3 times over the last month--no response. Went into the office and asked to speak to person in charge; was told no one was in charge, I waited 45 minutes until 5pm closing time, the receptionist said she was 'only 2 day temp' but listened to me, said she'd talk to supervisor and get back to me. No response. I wrote 5 letters to *********** (the laser surgery doctor at the free consult) and 4 of his associates including my current EA doctor, and have received no response. I've now also written to the 'umbrella' organization based in ******. I find it shocking and greatly hurtful that 1) they would do that to a 35 year patient, and 2) employees at every level continue to refuse to respond and address this. Initially, I thought it was an honest error somewhere; now I am so deeply hurt that a physician organization that is supposed to be a health care company taking care of the health of their patients, would do this to me.

• Initial Complaint

  Date:05/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 an appointment scheduled to see ********** at Eye Associates NW on May 6th at 10:30am. I checked in at the *****, paid my co-pay at the Kiosk, and sat and waited for my appointment. I waited for an entire hour, and when I inquired as to when i might see the doctor, I was offered to reschedule my appointment. I did not care to reschedule my appointment, as I was a new patient and this was not a great experience for me. I asked the person at the front desk for a refund for my co-pay, to which he replied -- you must call the accounting department. I asked for clarification on if they needed any further information and he continued to say over and over again, call the accounting department. He was rude and this was embarrassing, but I left and called the accounting department. I was informed by the accounting department that I needed to request the refund from the doctor's ****** and that they could not help me. I explained that I had left the ****** and asked for the doctor's ****** phone number and was informed that the doctor's ****** didn't have a phone number for customers to call, only the appointment scheduling ****** had an actual phone number. They promised to pass along the message to the ****** manager (I spoke to two people who offered to do this. I also emailed the ****** manager on Monday and have not heard back. All I am asking for is my $20 copay -- this money should not be in their ****** as I did NOT see the doctor. Please refund my money.

• Initial Complaint

  Date:11/16/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 paying in full for new glasses ( through VSP ) I received an additional bill for $10, with an indecipherable description. Repeated attempts to contact the company have failed, they do not return phone calls as stated in their recorded message.

• Initial Complaint

  Date:09/21/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 at Eye Associates Northwest and I used my insurance to pay for the exam. I ordered by glasses through a prescription I got from them. I had 600 frames that were only 3 years old that were in very good shape that I used to send the prescription off to fill my new prescription glasses. They stated that the glasses would be in on September 10, 2022. When I called on September 13, 2022, they stated that they were still in ********** and were in transit and would be there in two days. Then I checked throughout the week and they stated that they still were not in and that they were in **********. I had to buy another pair of glasses (reading) so I could see in the meantime which I wear transitions (so bifocals without the lines). My insurance covers either the glasses or the frames but not both, I chose the glasses because my frames were fine and very expensive. So I called again today, September 16, 2022 at 1 pm and they stated that my glasses were still in **********, and they would check to see what the delay was. Then I got a voice mail a couple of hours later on the same date stating that my glasses were there and that they had broken the frames when they put the new prescription in and that is to be expected. They did not apologize for breaking them, They did not apologize for lying to me. They did not offer to give me a new set of frames. They took no fault. This is very unethical and irresponsible of them. How childish to lie and not to offer to replace the frames for free. They blamed the frames. How childish and unprofessional of this organization. They never told me that this could happen. I never signed anything that this could happen. They should offer me a new pair of frames. This is horrible treatment and horrible business tactics. I want a new frame at no charge for them breaking my frames.