Complaints

This profile includes complaints for Eye Site Vision Care Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Eye Site Vision Care Center has 2 locations, listed below.

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  Eye Site Vision Care Center

  15441 W. National Avenue New Berlin, WI 53151

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  Eye Site Vision Care Center

  14320 W. Greenfield Ave. Brookfield, WI 53005

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:01/24/2023

  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 had my annual eye exam on August 15, 2022. The ****** ordered my contact lenses incorrectly twice. They eventually gave me a copy of my contact lenses prescription, but apparently what they gave me is not a valid prescription because neither ********* or 1-800-CONTACTS could fill the order with it. So, I called the eye doctor's ****** to clarify what the correct prescription should be and ****** refused to help me or let me speak to anyone else who could, including my optometrist (*****************************) or any of the other optometrists. They never called me back and instead sent me a letter dated December 6, 2022 effectively dismissing my entire family (me, my husband, as well as our two children) as patients at their ******. My husband and I called the ****** yesterday (Monday, 1/23/23) to request a refund for the amount I paid for my eye exam and contact lenses fitting ($119), but they denied our request and again wouldn't let us speak with anyone to get any further explanation or clarification regarding what my correct contact lenses prescription should be.

  Business Response

  Date: 02/14/2023

  She has been a patient for 16 years and each time she becomes increasingly more difficult. 

  see attached

  Customer Answer

  Date: 02/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  This business is NOT providing accurate information.  First of all, I did NOT berate the staff.  When I called the office on Monday, December 5, 2022, I simply stated the facts: that my eye exam was back on August 15, 2022 and I still don't have glasses, contacts, or a valid prescription with which I can order them.  (Both ********* and 1-800-CONTACTS confirmed that the contact lenses prescription they provided to me is invalid as written.)  ******'s response to me saying that was: "I don't care."!

  Secondly, they said that when I picked up my trials I refused to schedule a follow-up.  That is simply FALSE.  I was never asked to schedule a follow-up.  I was told to try the lenses and call if I had any problems with them.  They did not once offer to schedule an appointment for me to come back into the office for a follow-up and/or to verify the correct prescription after the first couple pairs of trial lenses didn't work out.  They wouldn't even consult with my optometrist to confirm the prescription.

  Lastly, they seem to imply that the entire reason for the delay in me getting the contact lenses was due to them being specialty lenses and supply chain issues.  Not once did they admit that they simply ordered the contacts incorrectly more than once!  My optometrist said he had only tweaked my prescription a little, but somehow they had changed the numbers significantly when they ordered the first two sets of trial lenses (eg, the axis changed from 20 in my right eye and 160 in my left eye to 180 in my right eye and 170 in my left eye)!

   

  Regards,

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