Ophthalmology
Rocky Mountain Eye Center Inc.This business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Rocky Mountain Eye Center Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/14/2024
Type:Service or Repair IssuesStatus: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've been trying to get my son medical records, I've filled out the form multiple times and still have not received them.Initial Complaint
Date:09/06/2024
Type:Billing IssuesStatus: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.
7/31/2024 Transfer of records from **** to "Eye Asso of Pueblo"Initial Complaint
Date:04/06/2024
Type:Billing IssuesStatus: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.
Date of service 12/05/2023 I checked with my insurance prior to appointment, and was told I was fully covered. 3 months later I received a bill from Rocky Mountain Eye Center for #***** - Determination of refractive state for $40.When I called billing concerning this issue I was told that was for the prescription. I have worn glasses for 30+ years and have never been charged extra for a prescription. I believe the charge is bogus, wrong, and I do not feel that I am responsible for the "extra" charge.Business Response
Date: 04/19/2024
This was an error; the patient is not responsible for this amount. The amount should have been adjusted by our company as the patient had double insurance coverage. This error was done by a third-party billing company we are no longer doing business with due to matters like this one. The forty-dollar fee has been appropriately adjusted off; the patient no longer has a balance. I greatly apologize for this patient's experience.Initial Complaint
Date:12/08/2022
Type:Service or Repair IssuesStatus: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 in for an eye exam and everything seemed to go normal. A few days later i came back into RMEC to order my glasses. A few weeks passed and i picked up my glasses. The first two weeks of wearing to glasses i had bad migraines then after two weeks my eyes started hurting which after about two weeks of them hurting to the point where i didn't want to be awake i came back into RMEC to ask to speak to the doctor and was told that i had to make an appointment to see him which i came back the next day for an appointment with him. He redid the eye exam but was rude and very unprofessional. He didn't even want to answer my questions and seemed to act annoyed. He also tried to rush me to get the exam done and in turn I got confused when he was answering the questions. The lady I had recently seen burn the nose arm on the ones they were suppose to adjust for me in turn now I have glasses that are damaged around the plastic piece around the back of the ear pieces. I would like for the company to finish the job for the sake of my eye vision and I would like some sort of adjustment or what not for the pain I had to go thru during the first month to month and a half that your doctor prescribed me a completely wrong prescription.Business Response
Date: 12/12/2022
Response letter is attached.
Business Response
Date: 12/12/2022
The initial invoice is for the glasses that the patient paid for as is customary for our optical services. The second invoice is a $0 balance invoice and was simply provided to demonstrate the lens prescription change and the ordering of the new lenses. The patient, as listed on the second invoice, had no responsibility for the appointment or the secondary lenses. That was all covered by the organization. The patient is still required to pay for the initial services, however, as is indicated in the initial invoice. Patients pay for initial services, we pay to correct any perceived mistakes.
Thank you,
***********************, CEO
Customer Answer
Date: 12/13/2022
Complaint: 18541969
I am rejecting this response because: This is not a matter of the initial appointment but more of the fact you guys allowed for my eyes to be even worse then before. Your company allowed your doctor to prescribe me the wrong set of lens and I had to deal with very bad headaches for two weeks then my eyes were severely hurting from your guys mistakes and such and all you got to say is that come on! You guys also damaged my frames and now I am forced to wear glasses that don't even fit correct. I mean we wouldn't be having this conversation had you guys done the correct job in the first round. My glasses are still screwed up but its fair for me to pay you guys for damaged glasses.
Sincerely,
***********************Initial Complaint
Date:05/31/2022
Type:Service or Repair IssuesStatus: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 was charged about $150 for glasses. I was told the same day it was ok to get a refund. I dont have a bank account I told them so they said bring the check in to get in signed over to my husband. I gave them what they asked for - a note saying my husband was my payee. I never had to show an ID here for any services.They claimed they did not have it when I asked for a timeline to get it to my husband to be deposited in his account because i am in the process of getting my ID but have conic pain and am extremely disabled from pain. i have a couple hundred a month to survive on. The ceo tells me nobody told me to get a note saying to make my husband my payee. said he would need an id to do that. He said he would resend the check out but it was another lie.Business Response
Date: 06/01/2022
This is our official response to the complaint by the individual in ID# ********
This issue has been happening for several months and is cyclical. The customer complaining is misrepresenting themselves as someone else. We sent a check for a refund to the customer. The check was sent by mail, as is our standard process. Several days later, the patients husband came in with someone who was not the customer claiming that she was indeed the customer and that the check needed to be reissued to him. This man did all of the talking. It was recognized by our front desk staff member that the person that this woman was supposed to be was not present. The woman being presented as the patient was someone else. This caused some concern. The woman would not produce a photo ID either. This enraged the man who berated the staff member and left. The man has been calling different locations for several months trying to get someone to agree to re-issue this check in his name. He has different women represent themselves as the patient on the phone as well. The issue boils down to this: a check was mailed to the correct patient. Her husband now claims that she cannot cash the check because she does not have an ID. We cannot reissue the check to anyone but the patient who is on file. We are also not comfortable giving this man a cash refund as it is not usually our policy to do so, and he has misrepresented his wife with different people. We have been concerned about his wife for some time as it is our opinion that she has not actually presented herself and is being represented by others on the phone, in person, and with you all.
Please let me know if this is sufficient.
***********************, MEM, MHA
Chief **********************************
Rocky Mountain Eye Center, Inc.
Main ************** Direct ************** Cell ***************
*Text ********************** Phone
Rocky Mountain Eye Center Inc. is NOT a BBB Accredited Business.
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