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:03/06/2024

  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 went to optometrist and was prescribed glasses.I paid $400 that day towards two pairs of glasses.My purse was stolen that same month, so I called to let them know that I was requesting my replacement card and that as soon as I get my HSA card I will be in to pay.I waited for my card and it never cane, so I re-ordered my HSA card and called the optometrist office to let them know that my card was still not yet here and they told me they had already returned the frames.I asked them if they could get them back so I could come in and pick up the glasses, they told me that day they would get back to me Then I got a $300 bill in the mail.So I contacted billing and said that I never got my glasses. The lady understood this, in fact kept repeating herself that they sent the frames back and that I owe $300 and some odd dollars still for absolutely nothing.I asked if they would give me the glasses I was prescribed and she said NO and hing up on me.Naturally I called back and left voicemails but nobody called me back.I called again just now & was told there is a notation on the account that a manager will call me back, but I couldnt speak to one then.So I paid $400 and they are billing me for over $300 for two pairs of glasses they REFUSE to let me have what I ordered.

  Business Response

  Date: 03/14/2024

  The patient came into our office on September 20, 2023. The patient had private insurance.  Patient had comprehensive exam for health of eyes and a refraction as well as ordered two pairs of glasses. After the patient's insurance and discounts offered though LVS, she owed $840.00.  Patient paid half of that $415.00 and was expected to pay the other half when she picked the glasses up. Both pairs of glasses came in on the 29th of September (9 days later) and the patient was notified through text. Over a month later on November 3rd, both pairs of glasses were still here with no word from the patient.  She was renotified that day on the November 3rd that her glasses were still here, and she needed to pick them up and pay the balance. She stated that her purse was stolen, and she was waiting for her HSA card to come in and then she would come in and pay, (Patient DID NOT call our office in the same month her glasses were ordered to notify us of a stolen purse, only after she was called by us over a month later.)  On December 4th, 2023, the patient was notified again with a call that her glasses were in and a postcard stating the glasses were in was sent to her address on file which was confirmed when patient made original appointment and when she came into the office.  On December 12th, two plus months after the patient originally ordered the glasses, we dismantled them, put the frames back out on our boards and put lenses in donation.  The frames were canceled off of the patients bill and she was charged for the lenses that were made specifically for her special order.  On January 9th, almost another month later, the patient called and stated, "She knew we were trying to get ahold of her, but my purse was stolen, and I have not received my new HSA card yet."   Patient originally stated back in November she was waiting for her HSA card??  She stated that her new card would be received in 20 days.  She was told at that time that her frames were returned, and her lenses were donated.  She was told that we would see if the frames and lenses were still in office, and she would be called back.  Patient was called back and left a message on January 10th and told the frames and lenses were still here in the office and she could pick up and pay the balance herself and the submit to her HSA but that the lenses were still in donation and would be until she paid the balance, or the ********** came to pick up donations.  Absolutely no word from the patient. On February 16th after nothing from patient, she was sent a letter from our office stating that her account was past due (the lenses that were specifically made for her and could not be returned) and that the amount would go to collection if she didn't pay what was owed.  More than 2 1/2 weeks later, on March 5th, the patient calls our office billing line. The patient stated that she received a bill and a letter from us that she owed money, stated her purse was stolen and that the glasses were canceled, and now we were trying to rob her. (The glasses were never canceled. They sat in our office for 3 months before being put in the donation box) The billing specialist told her EXACTLTY that she was not familiar with what was going on and to please give her a moment to review the situation and she would call her back.  The patient was called back within 10 minutes and the was basically told the whole situation stated above.  The patient became very irate stating again that her purse was stolen, that her glasses order was canceled and now we are trying to rob her for glasses that she never received. The billing person tried to tell her that the glasses were never canceled.  They were made and had been sitting in our office since September 29th of 2023.  She continued to yell, swear and not let the billing person get a word in edgewise.  She was not hearing what was being told and wouldn't allow the billing person to talk.  The billing person told her that if she continued to swear and **** at her she was going to hang up the phone. The billing person was trying to tell her that the frames and lenses were taken apart, but both were still in office, without being able to finish saying anything, the patient continued yelling and swearing so our billing person told her she was going to hang up the phone.  She did hang up.  The patient called right back and the office manager, who was present for the whole conversation between the billing person and the patient, answered the phone.  The patient stated she didn't want the billing line (Although that is what she called and is a separate # from the main office) she wanted customer service, she was told that was a different number and given the number and she hung up.  The patient started to call the office over and over again leaving the same rude message on every voicemail. This went on and on for several hours. The patient called our office again on March 6th and was told that the office manager was aware of the situation and staff was not to talk to her. (They DO NOT deserve to be yelled and sworn at) It was then brought to our attention that the Patient left a completely erroneous and slanderous ****** review as well as yelp review.  The patient also went on social media and said the same erroneous and slanderous story, as well as, singling out the billing employee that she had spoken to calling her a liar and other rude statements.  At this point the police were called.  The calls, messages, social media posts, BBB needed to stop.  A police office came into the office and was told of the situation and that yes, if the patient still wanted to pick up the glasses and pay she could.  It took her two days to do so in the meantime still slandering our business on social media and singling out the employee who did absolutely nothing wrong but try to tell her what was going on with her billing and the glasses. The patient showed up with a police officer to pick up her glasses.  They were not put back together yet, we were not even sure she would show up.  In the process of putting together, one of the frames snapped at the eye wire. She was brought out one pair and told waht happened with the other and that we had ordered the frame overnight. She started raising her voice, calling us liars, shose to pay for the remainer of the one pair and left.  

  Business Response

  Date: 03/14/2024

  After the patient left our office, she continued to slander our business online even going as far as to make a video full of lies.  The patient singled out the billing employee to the point that it was harassment.  This patient has been sent a certified letter from our office being released from care.