ComplaintsforFocus Vision Clinic

• Initial Complaint

  04/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 1/26/2023 I pay in full my glasses and today 4/25/2023 still. waiting for. After several phone calls and several visits to the Focus Vision Optometry I get no answers to the reason why they do not calm back fo let me know what's happen. They are very, very rude and unprofessional. last time they toll me that I can not get in any more, but finally the CEO send me a email apologizing. Please see the attache email and documents. PLEASE I need my glasses done and no any other arrangement. I Need the glasses to be able to see. Please help me.

  Business response

  05/02/2023

  This patient has a very high lens power and our primary lab, and then a subsequent specialty lab, both were unable to satisfactorily get this job to cut out properly due to the combination of power, frame measurements and patient's measurements. In ordinary circumstances we would have had the patient back to our office to choose a new frame, but he arrived with his wife at our corporate office creating an intentional loud disturbance to the care of other patients and he was advised we were discharging him as a patient and he could not trespass at any of our stores. He would not leave our premises until the police were called. He was given the option to cancel/refund, or wait for his glasses (at this time the lab told us they were still trying to get them to cut out with an alternate lens design, which later also failed). He chose to wait for the glasses, and we negotiated to get free lenses from the offending lab due to his unusual delay. Ultimately we contacted the patient and told him that both labs were unable to get his Rx to fit correctly in that particular frame using any lens design, and normally we would do a frame restyle to complete the job, but that was not an option due to his abusive behavior and violation of our Patient Code of Conduct, which he signed agreement to. We informed him we were canceling the transaction, issuing a refund for his copays, and reinstating his material insurance benefit with his carrier. We apologized numerous times for the unusual delay, this is not typical or customary at our practice whatsoever.

• Initial Complaint

  02/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife went and purchased glasses on 11/5/2022 and she told them 3-4 times these glasses are not right, They said you have to get use to them. Well now it is Feb 2023 and the Optometry wants to charge her to fix her glasses, that is not fair. I want them fixed at no charge

  Business response

  03/30/2023

  I'm able to search phone records up to 90 days prior. We have no record of this patient contacting us in the last 90 days until 2/24/23, at which time they were advised fees would be charged for any recheck/remake. The time period to receive a free recheck/remake expires 6 weeks after eyeglasses are picked up (in this case, 1/14/23 expiration). There are no staff notes that this patient reported problems with the eyeglasses during the allowable reporting period. If they had, they would have been scheduled an optician appointment as per our normal protocols. No such appointment was ever scheduled (appt history below). At this time, if the patient wants to schedule a recheck, the office visit fee is $45 and changes to materials would be at usual fees, less a 30% customer service discount. Our purchase terms are provided in writing to all patients prior to purchase, and a copy is also stapled to their invoice for future reference,

  Customer response

  03/31/2023

   I am rejecting this response because:
  
  I don't agree with them, my wife went back 3 times with in the time frame, it they don't have it written down it is a problem.  They just kept telling her, you have to get use to them. My wife have been wearing glasses for many years and she knows when something isn't right.  I just wanted them to redo the glasses and to check her prescription.  

  
  

  I guess that was too much to ask for 

  
  

  Business response

  03/31/2023

  The patient would never be told to "get used to them" 3 times. The maximum we ask a patient to wear the new Rx is 3 days. If a patient returned within 6 weeks with a persistent complaint of blur or discomfort, they would be scheduled for a free refraction- we do this regularly. If the patient has evidence otherwise I am happy to consider this, but absent of any actual evidence, it appears this patient missed the window of free recheck/remake and is attempting to bully us into extending our warranty period. The optical lab will not work with us as a remake this late after the eyeglasses are dispensed, so fees would definitely apply if they want the eyeglasses remade. I think we've answered about 7-8 emails at this point on this issue, so I hope this can lie as our final response.

  Customer response

  04/03/2023

   I am rejecting this response because: my wife went back many times and they are lying out of there butt, I am not trying to bully anyone I just want something to work after I Paid over $300

  I just want this done over, I went to America Best this weekend and gave them the eye exam that Focus did and it was not correct and I had to pay more money. 

  
  

  So I am right in this situation. Now I want a refund of my money I spent because they did their job wrong. My insurance also gave me authorization for a new pair of glasses (VSP)

  
  

  So who is wrong?
  
  
  

• Initial Complaint

  10/06/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On September 2, 2022 I went in to "Focus Vison" in Redlands at **** **** ** ***, Redlands 92373 for a routine exam. I ended up purchasing a pair of Tiffany Glasses and matching Tiffany sunglasses. Which I paid $1055.00, along with a large amount billed to my insurance. I waited 2 1/2 weeks and finally was told my glasses were ready. Upon recieving my glasses, I examined them they where so thick they did not fit in too the frames properly and where significantly bent. The sunglasses were so pulled apart and the hinges were loose so they would not be able to stay on anyone's head. The young lady at the front was appalled, and offered to call corporate to obtain a refund. I told her that I'm extremely sick, and I NEEDED my glasses. I called her two days later on 9/6/2022 and asked the outcome, she said she drove them out to there brand new facility and handed them to the doctor which is Dr. ***** ********. The following day i went to the office and asked what was my status she stated she brought them to the doctor and she went to pop the lens in the frame and it broke the lens and frame. So I have made 5 phone calls to speak with the doctor and have not been called back once the lady at the front desk stated she would get back with me on 9/9/2022. nothing so I called on 10/5/2022 explained my situation and she was appalled, and asked if I could come in to the office. I found a driver to the office (I'm battling cancer) and was told the doctor was too busy to see me. Someone else was sent to talk to me, and after listening to my story she said she could not locate my glasses. I was told one pair was never sent and the other they have no idea the location and needed to attempt to track them. When I asked for a refund, I was told I signed a waiver (that they failed to produce when I asked) and despite them previously telling me that they would call corporate and get my a refund.

• Initial Complaint

  06/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Long story short my son went in for glasses in December. Five pairs of glasses were made incorrectly. After the third pair I ask for a reversal of benefits so I could go somewhere else and my money back. ***** ********** refused and said they will remake them. After 5 pairs I said no more. Well two weeks ago they said they would refund my money $243. I would get it within 72 hours I still have not received it. I have proof through a lot of emails of this mess. Now I’m being ignored and I still have not received my refund. ***** ******* in corporate does not do her job. So my son has been dealing with his old prescription glasses and not seeing well because these people have dragged this out for 6 months now. I want my refund already so I can move on. This situation has been a complete nightmare and horrible customer service.

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 20th 2022 @ 10:50am I went to Focus Vision Optometry at **** * *** ** *** ** ******** ** ********** for a contacts fitting. Once the doctor was done examining my eyes, she provided me with trial contacts. When I asked for the prescription to the contacts, she refused to give it to me. I asked why and she said that I would need to come back a different day to get it. I told her no, I paid $75 for this service, and I need to know the specs of my contacts. I need to know the base curve, the power (sphere), and the lens diameter. These are all extremely important things to have for contacts. She said she would give it to me when I get my permanent contacts with her. I explained that I am ordering custom contacts and need that information. The doctor said no, I could only get my prescription if I get my contacts through her. I asked for my money back and she refused

  Business response

  01/28/2022

  Response from the owner7 minutes ago

  Hi ******, I've responded to you privately to clarify this situation and I will explain on this forum as well, you are never required to purchase contacts in order to receive your contact lens Rx. First-time contact lens wearers are always required to return for a quick follow up visit 1-2 weeks after regular wear of your free trial contact lenses begins. At the free follow up, your Rx is finalized if the microscopic exam shows the surface of your eyes is tolerating that brand of contact lenses without negatively affecting your corneal health. This is medical standard of care and required at every optometrist's office for medical, ethical and legal reasons. I recommend that you return for your free follow up visit so we can complete your fitting and issue your final Rx. Best of luck with your future eye care needs. -** *

  
  

  To BBB: Customer has been advised by email and Google review response (^^^). We do not issue refunds for services rendered, particularly when the patient is refusing to complete the last necessary step to safely prescribe contacts to a first-time wearer.

  Customer response

  01/29/2022

   I am rejecting this response because:
  
  I went back for my follow-up and was still denied. Plus I am not a first time contacts wearer. I've worn contacts for over 10 years.
  
  

  Business response

  01/31/2022

  When the patient arrived to his follow up appointment he was not wearing his contact lenses so he was asked to reschedule to complete the followup, and he refused. I am the medical Director and reviewed the chart notes and apparently there was an error which listed him as a first time contact lens wearer, so that is why I repeatedly indicated to Mr. ******* that he needed to return for his follow up in order to finalize his contact lens prescription. This is the first time I have been made aware that he is not a first time contact lens wearer. Due to this fact, if Mr. ******* is satisfied with the comfort and vision through his sample contact lenses that were dispensed by Dr. Tan at the day of his exam, I am able to finalize his prescription and email him a copy. Please confirm that the patient is satisfied with the comfort and vision through the sample contact lenses so that I can finish this matter for the patient. Thank you so much

  Customer response

  01/31/2022

  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.

  
  

  I confirm that I am satisfied with the comfort and vision through the sample contact lens. Please email my Rx and I will delete all reviews.

*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. ↩