Complaints

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

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  Premier Eye Center, Inc.

  7840 Glades Rd STE 245 Boca Raton, FL 33434-4102

• 

  Premier Eye Center, Inc.

  7045 W Broward Blvd Plantation, FL 33317-2205

• 

  Premier Eye Center, Inc.

  3650 Forest Hill Blvd STE 2 West Palm Beach, FL 33406-5662

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:12/11/2024

  Type:Product 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.

  Subject: Formal Complaint Against Premier Eye Center Dear Better Business Bureau,I am writing to file a formal complaint against Premier Eye Center in Plantation FL, regarding a misleading business practice I recently experienced.On 12/7/24, I visited Premier Eye Center located at ***************, in Plantation **, to complete my annual eye exam. As a result, I was provided the option to get a specific prescription to support my daily computer use. Before making the purchase, and after reviewing all the options for frames available in the store, I specifically requested a *** **** frame, and asked if they carried the frame I wanted. I was assured by the staff that they will place an order for it and will receive my frames in about 21 days. Based on this assurance, I completed the purchase.However, on 12/10/24, I was informed that they did not have the item I originally requested as it is discontinued. Instead of offering a full refund due to their error, I was told that all sales are final. They offered either a partial refund or insisted that I choose another product that I neither want nor need.I believe this practice is deceptive and unethical. Customers should not be held accountable for a product the business failed to provide. The refusal to issue a full refund despite their admitted inability to supply the item demonstrates poor business conduct. I understand the term/clause "all sales are final" if I intended to request a refund for a product they fulfilled, however, this is simply not the case. I am requesting that Premier Eye Center issue me a full refund of $517.12 (total paid minus visit cost) as their failure to deliver the promised product violates basic consumer rights.Thank you for your attention to this matter. I trust that the Better Business Bureau will investigate this issue to prevent future consumers from experiencing similar difficulties.Sincerely,****** ********

  Business Response

  Date: 12/17/2024

  Dear Better Business Bureau,

  We appreciate the opportunity to address Ms. ********** concerns. At Premier Eye Center, we prioritize exceptional patient care and transparency in all interactions.
  In response to the concerns raised, I would like to provide clarification:

  1. Direct Communication with the Patient

  Upon learning of the issue, the owner personally contacted Ms. ******** to address her concerns. While Premier Eye Center has established protocols for custom orders, given the circumstances, the owner assured Ms. ******** that a full refund would be honored as an exception to our standard "all sales are final" policy.
  

  2. Ongoing Resolution Efforts

  To resolve the matter amicably, Ms. ******** was informed that the frame she initially wanted could not be fulfilled. However, at her request, we are attempting to source the same or a similar frame that meets her specifications. Ms. ******** expressed interest in evaluating the alternative frame before finalizing her decision. She has not yet received a refund, as we are awaiting her feedback on this solution to determine her preference for proceeding.

  3. Commitment to Resolution

  While we are surprised to learn of the BBB complaint given the ongoing dialogue and efforts to reach a resolution, our commitment to providing a satisfactory outcome for Ms. ******** remains unchanged. We remain open to finalizing whichever option she choosesa full refund or proceeding with the alternative product.
  

  At Premier Eye Center, we strive to resolve issues in a manner that is both fair and aligned with our patients expectations. We appreciate your understanding as we work to finalize this matter with Ms. *************************************** *****
  District Manager
  Premier Eye Center

• Initial Complaint

  Date:09/26/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 May 1, 2024, I went into this office seeking to buy contact lenses. I was shopping around for the best price. I informed the receptionist that I was comparing prices and that I also had a coupon that I was considering using at another store; but was still not sure because I was still shopping for the best price on a 6-month supply. She informed me that they could beat any price and gave me what I thought was a deal ($347 for a 6 month). Based on that price, I proceeded to get the contact lenses from them. Three days later passed and I had not heard from them, so I called them to inquire. It was then that they informed me that they had made a mistake. They had given me the price for a 3-month supply and needed another $150 to place the order. I told them I was not interested as they had made false pretenses just so that I could buy from them. I requested a refund which was denied. The office manager was rude and told me that I could file a dispute with my bank. My bank attempted to contact them numerous times, but the "billing ***** never answer the calls. I went to "For Eyes" and bought a 6 month for $297 because my son needed the contact lenses, and I was not going to wait on them. Finally, 4 months later I got my money back since I NEVER received a refund or contact lenses from Premier Eye Center.Based on my experience, I decided to leave Premier Eye Center for good. Back on May 16, I went to the office, got my family members' records and told them I would not be returning. Three months later, I get a $65 "No-Show" bill. I called them to resolve, and they still seem to hide behind the billing department who is ran by the same rude office manager. Two months later, I am still disputing the charge, and it hasn't been resolved, yet they still call (9/26/24) to get me to make an appointment. My family and I were customers for over 6 years, and it is a shame that ever since they move to the new location, they customer service has gone down the drain!

  Business Response

  Date: 10/07/2024

  This was submitted under the wrong company as it would be under our Plantation location. Is there anyway to fix this? I do have a letter I wanted to submit but I wanted to be sure it fell under my correct location. Thank you in advance for your time. 

  Business Response

  Date: 10/08/2024

  Thank you so much! I will respond now. 

   

  Business Response

  Date: 10/08/2024

  Thank you for allowing us the opportunity to address this matter. 

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22346250
  
  I am rejecting this response because: The issue about the overdue balance has not been resolved. As stated, I canceled and withdrew from this practice in May, but later was charged for an "No Show" appointment in June or July (not sure of the exact month). 

  Please address the issue to my complaint. 

  Sincerely,
  
  ***** *******

  Business Response

  Date: 10/22/2024

  Dear ***** *******

  Thank you again for your feedback. We will always be here if you need anything in the future, and we wish you all the best as you move forward with your new provider.

  As a clarification to my previous letter, I want to kindly address our policy regarding cancellations or failure to notify us in advance. When we do not receive a call or notification, the scheduled fee is applied to the account. This policy is in place because, just as our patients' time is valuable, so is ours. We ensure that our office and team is prepared and ready to serve patients that book, and when no notice is given, it impacts our ability to accommodate other patients.

  Once again, I appreciate your understanding, Based on your call on 07/31 to address your concern to the policy the manager you reached that day than waived the fee on your account. Based on that the second statement was sent in error so again you have no balance with Premier Eye Center that needs to be addressed. 

  Warm regards,

  ***** *****

  District Manager

  Customer Answer

  Date: 10/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Although, everything that the business stated on the response is untrue, I am happy to say that I have parted ways with this business for good. This business will continue to suffer as long as they have the same office manager. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/11/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 August 27 I have ordered Eye glasses from Premier Eye center in **********. I paid to them my due. In two week letter they introduced me glasses that I cant use. Doctor told me that my eye very damaged and he set up to return my money back Since then I tried to contact the manager and one answer to me. I have made appointment to different doctor from different company and ordered glasses from ******* I get perfect glasses and have my vision back.I would like to return my money from negligent and irresponsible work from Premier Eye center. Thank you

  Business Response

  Date: 12/22/2022

  Thank you for allowing us the ability to reply to this patients statement and we can sympathize with ************** as it is his experience. As stated to the merchant and also to the insurance company after several attempts to alleviate the patients concerns which he was not willing to try he demanded a refund. He continuously called the office even after explained that the lab manger would address the issue. As such our lab manager did in fact deal with the patients insurance company to see what can be done to get the patient taken care of though the custom eyewear was already made. Even though all sales are final with our company due to the nature of the customization of the product the patient gets, his insurance company also charges for the items so due to that as well patient is not eligible for a full refund. Back in October patient was made aware that he was going to get a partial refund and he was honored that amount back. Patient continues to call the office demanding a full refund and again the lab manager spoke to him him and the insurance company to review WHY the patient was eligible for a partial refund. It is our goal to take care of all our patients and ensure each are satisfied with what they get in the office whether it is a visit or eyewear. We inform our patients in our paperwork of all sales are final and that it is due to customization of the glasses yet if we need to fix it we will do just that. An opportunity has to be allowed to make anything possible and when we can not align of course the alternative is a refund and it is always partial due to the specialty in which eyeglasses are made. We wish ************* all the best and glad he found what works best for him in a new provider and location.

  Customer Answer

  Date: 12/22/2022

   
  Better Business Bureau:
  I have reviewed the letter and understand that your company does not make any changes. I have called my vision insurance and they promised to help to have refund. I am waiting for check to resolution my long-time issue. I am still asking you to pay attention to Premier Eye ********** location: they are very irresponsive to customer service. I made appointment to different doctors and get glasses from ******* I hope you help other people to avoid issue similar to my case. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/16/2022

  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 made an appointment over the phone to take my mother to Premier Eye Center ********************************************************************************** for Sat. October 15 2022. the lady requested my mother's credit card to keep on file and in case we cancelled appointment 24 hours prior we would be charged. I had called their office about a week prior to appointment to request a later appointment. they were able to give a later time. The morning of the appointment i received a call requesting that I come in earlier.. I said No.. that is the reason I requested a later appointment.. I told them the earliest I could come would be 12:30 instead of the 1pm appointment we had. They sent me a text saying my appointment was switched to 12:00 pm. Nevertheless we still made it to the office by noon. After speaking to the receptionist which was rude and wouldn't show the eye glasses that would be covered under my mother's insurance and after we were told that the cheapest eyeglasses they had were $180. we told them we weren't going to stay. there was NO patients in the office just us.. They proceeded to charge my mother's card $45. for what I don't know.. they did not tell us they were going to charge her..

  Business Response

  Date: 11/02/2022

   

  ***Business Response***
  

  ***Message***

  Response to ID#********. Our team and doctors strive to provide the best customer service for our patients especially when it comes to schedules and insurance benefits. We value patient time as it is important, as well as the office and doctors' time. Patients who are unable to attend their appointment, can cause delays not only for an individual experience, but also for other patients we serve. Therefore, we do have a fee in place for patients unable to attend their appointment time as scheduled. This fee is outlined in our intake paperwork, financial policy as well as verbally over the phone. This fee is acknowledged by patients via a signature. This is not utilized as a penalty to our patients as our team will take any measure to adjust the doctors time to best align to our patients needs. To best prepare for the patient's visit, we communicate this on several platforms to ensure patient's have the most optimal experience. Patient satisfaction is of upmost importance to us.