ComplaintsforFor Eyes Optical Company of Coconut Grove, Inc.

• Initial Complaint

  08/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 11th I contacted four eyes in reference to me and my daughter's glasses okay my glasses and my daughter's got messed up due to they alcohol got on the glasses I cleaned the glasses with alcohol basically it made the material right then and flimsy and also made the lens unseeable you couldn't see out of them so I contacted four eyes and White ***** I've been going to them for years me and my entire family and never had a problem very very good people have been there well I spoke to a lady named **** today and basically she was very rude and obnoxious first she kept me on hold for a long time then she got on there and she told me that for my daughter to replace her glasses my daughter is 8 years old she's she said that I had to go to Fair gang and ******* to get the prescription all over she told me that she couldn't find me in the system which I knew was alive because I had spoke to a man maybe like a week or two prior and he said that me and my family wasn't due to get new glasses until January 2025 but at the end of the day I already got insurance on all the glasses I already do because I've had incidents where classes then got destroyed so I went on in you know got the replacement with it it's 75% off and I paid the difference she going to tell me that expired so I couldn't use that and my daughter I had to get to prescription and then see if she could get it she was just I told her I said can you have the manage your call she said well **** I didn't never even mention who the manager was and I didn't know deep **** was no longer there she said but **** ain't no longer here and it's joy and I said well can you have him call me she said no you can call him tomorrow I'm off till Wednesday something needs to be done about that young lady and something needs to be done about me and my daughter's glasses

  Customer response

  09/11/2024

  The issue was then resolved ****** did a excellent job I think you guys so much 

   

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had transition lens put in the frame I provided on March 11th, 2024 with my prescription. As of a week ago, the transition lens failed to work.I went into the store to have it fixed, but was told that because I did not have a warranty they would not fix it. When I had the service done 3 months ago, I was never provided any information on a warranty. My insurance was paying for it then at a cost of nearly ******. So now, they will not fix the defective lens. When you buy a product or service there is usually some sort of warranty. These transition lens are only 3 months old.This is a case of lousy customer service. Blame the customer when there are no signs of customer's fault.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Make sure that you pay close attention...they will slide additional charges on your bill. They add $35 warranty on my glasses without my permission. I've been wearing glasses for over 40 years and I haven't had a warranty since I was teenager. Im 100% confident that ******* did not tell me they were adding a warranty. The only reason I found out was that my HSA had rejected the cost and I just saw the email since I dont go check this account frequently. The team was dismissive said it doesnt matter that they charged me against my wishes I only have 30 days. It's not a big deal to me but they lost a off future revenue from family of 4 with glasses and contacts over $35. It's a principle thing. I would void them like the plague or at least really scrutiznize your receipts for add-ons. It is a real shame I loved the doc - ****, but I will have to take my business elsewhere after dealing with customer service mgr. this is hte ******, ** location

• Initial Complaint

  12/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Date of transaction: 09-30-23 Transaction dispute: charged $35.00 x 2 ($70.00) for eyewear protection on two (2) pairs of glasses that was unauthorized.** This eyewear protection was never offered to me, discussed or approved. Discovered after the fact.Initial contact with the business indicates this was a "package" deal for the eyeglass purchase and is non-refundable.Will visit the business again January 2023 when the manager returns.

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We recently had an extremely disappointing encounter with this location, and I feel compelled to share my experience. I visited the office for what I anticipated would be a routine eye examination, but unfortunately, the receptionist's behavior left a lasting negative impression.I had three appointments, one for myself and one for each of my children. After the appointments, the receptionist notified us that our total would be over $100, which is unusual because weve been going there for 5 years and our insurance has always covered the entire balance. The receptionist told me that theyve implemented a new service since the last time that I was in and my insurance does not cover it. Mind you, I did not ASK for this service. If it is included in the routine eye exam, that is fine but I told her that patients should be notified of that prior to receiving the service so that they may schedule at a time where they have an extra $100. I was met with a judgmental attitude when I mentioned that I couldn't afford an additional service that was not explicitly requested. The receptionist's tone and demeanor conveyed a lack of empathy and understanding, making me feel embarrassed for not having enough financial resources at that moment. I understand that upselling is a common practice in various industries, including healthcare, but the way in which this particular receptionist approached the situation was entirely unprofessional. Rather than respecting my decision and focusing on the reason for my visit, I was made to feel inadequate for not being able to afford an optional service.I would like the charges for that service dropped as #1, she didn't complete the service as my son's could not do it, and #2 we did not CONSENT to that service. We would also like our accompanying prescriptions for this visit as my insurance WAS billed and they paid for it.

  Customer response

  12/19/2023

  There were no points for me to clarify. Im not sure what you want me to clear up  

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Receptionist ******* contacted me regarding my refund on 10/23/23 when I went into the office on Saturday 10/28 my refund was only $40 - which prompted me to contact my insurance company. ***** has confirmed that they are in receipt of the claim for my annual eye exam Monday 10/16/23 I gave $150 cash since they couldn't find me in the Aetna system. I was told by both ******* and **************** that I would receive a refund once we straighten out my insurance. I have been going to **************** for a few years and I am surprised at the run a run I am getting. ***** advised I am covered 100% under my insurance plan. Aetna contacted For Eyes and was told they would mail me a $150 check. When I called For Eyes they said they are still waiting to hear back from **************** regarding the amount he wants to refund me.

  Customer response

  11/07/2023

  Issue has been resolved. Store has reimbursed me on what was covered under my vision health plan. I would like to close this complaint and change to resolved. 

  Thank you kindly,

  ********************************;

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I brought my first pair of eyeglass frames to the For Eyes ***************************************************************************************** ************ which were a ****** pair of eyeglass frames costing ****** dollars with the tag still attached to the frame to have lenses placed onto the frame and was told by the store it would be two weeks until complete and returned to the store which the were as I received a call from ******* the day they arrived. I brought a second pair of ****** eyeglass frames into the store on 08-03-2023 and was told by ******* it would be two weeks until he received them for his store to complete putting the lenses into the frames. I never received a call as promised by ******* and when calling the store was told by the store's employee **** they would be in by the end of the week which was more than a month ago. When calling **** on the day she told me they would be in she told me the my eyeglasses had not arrived and would call me. I never received ****'s call as she promised as it had now been over a week since the store told me my eyeglasses would be ready. I called the store several times receiving no answer from anyone at the store as this went on for several days with no one ever answering the phone, ever. I cannot tell you how many times and days I called the store with no one ever answering. I was finally able to get someone to answer my call when calling from a number other than mine as they were screening my calls and was told by **** they should be in a few days and when calling from my phone no one would answer. I spoke with a woman named ******************* who promised me she would handle this matter and call me today to find out where and what happened to my eyeglasses which she never did. I called the store several times today all day and no one answered my calls, at a business. I would like the lenses I ordered put into my eyeglass frames and returned to me as, promised. I would also like answered why no one ever answers the phone and ******************* lied to me.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 07/21/2023 I purchased eyeware for myself and my son. A male associate stated that he would send the glasses out once the glasses are manufactured. The associate stated that the glasses would be back in 4 to 5 days. My son is in college in a different state, the associate stated that he would send my son glasses to his college address. I received a voice message from the associate around 7/24 providing me the total cost of the glasses. During our visit the associate stated that my insurance information had not uploaded to their system so he had to wait until my insurance had been uploaded to provide me with the total price. He had added items that I had not requested. I tried to call the associate back to go over the items I was charged. I never could reach anybody at the store number listed as **************. I went by the store on 07/31/2023 and spoke with a female associate who provided me with the glasses I had ordered and stated that she would mail my son's glasses to his college address as my son via a call provided her with his address. Several weeks have passed and my son has not received his glasses. I called on 08/10 @10:14 and spoke with a male associate, he told me that the female associate was not longer working there and he would check into the status of my son's glasses, he stated that glasses are shipped through ****** I asked if he could provide me with a ***** tracking number, the associate stated that he would check into my son glasses and provide me with an update, I have not heard from the associate. For yes offer a Guarantee of satisfaction to its customers. I need help with getting my son's glasses as I am not getting cooperation from the store and I tried several times to call the business customer service number but I only get a voicemail . I need help with getting my son's glasses.

  Business response

  09/13/2023

  To whom it may concern:

   

  I am a regional Manager covering this region at this time.  I have reached out to the location and to the patient.  I have left 3 messages for ***************************** regarding his eyeglass purchase.  I have spoken with the location which has a New Manager.  He stated the glasses show picked up and order completed.  I am sorry there was a delay in this issue and was going to see what I could do to make their visit a pleasant one.  I am not sure what the delay was at this time due to the previous manager leaving.  If there is anything we can do to help **************** have him reach out to the new Manager ******* in that location.  We pride ourselves in giving 5 star service and making our patients our family.  I am truly sorry for any inconvenience this caused them. 

  Regards, 

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

   

  Customer response

  09/13/2023

   
  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 am not happy that it took as long as it did to get my glasses. I will most likely not use this company again.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 6/17/23 I was told an eye exam would be needed because the doctor at the ****** FOR Eyes was no longer there and "took his equipment" and they could not find anyone's RX and required me to get another exam. I went to the ********** location and was initially told an exam would be $60 and after the exam gave me a TRIAL pair of lenses and told to call back that Monday (which I did) and the doctor would "release my RX because she wants to first make sure the lenses are comfortable". since that Monday (June 19, 2023) I have been given the run around and was recently told on JULY 17, 2023,, that "the doctor took all her equipment and they cannot find my RX" Please note this is the same LIE that the location in ******, ** told me about their "doctor" to get me to pay for another RX at the Sneville location. I spoke with this so-called dr, and numerous people at both of these locations and have been given a FICTIOUS phone number to "locate this doctor". The number both locations gave me is ************, which is a number with a general message that tells you they are not available, the memory is full etc. I called BACK to For EYES who are telling me I would need to get ANOTHER exam and pay for it. I want my RX or my Money. I would also want them stop scamming. They present themselves as one company and NOW saying that the doctor is a separate company, but THEY (FOR EYES) are participating by giving customers phone numbers that are not responded too and they are FULLY aware that when they talk our payments the doctors are separate and taking their computers with our RX's in them. I am diabetic, living on a very modest income, and struggling with my vision and I do not have another $90 or (which is what they charged me after telling me it would be $60) to pay. I would also like BBB to investigate how they are scamming consumers. At this moment I can barely see.

  Business response

  09/13/2023

  To whom it may concern:

  I have spoke with the manager in the ****** location and she has confirmed the *********************** has received her copy of the Rx.

  What she was told is correct the Doctors lease space from For Eyes, due to that reason they own the records of the patients seen.

  We have no control over that due to the laws governing eye doctors.  We did finally reach the eye doctor to get a copy of her RX.

  Also, due to these reasons we do not control costs of exams etc.  They own and run the practices, going between 2 locations she got two different prices on exams.

  We pride ourselves on delivering 5 star service and making our patients like family.  I am truly sorry for the feeling she felt and the inconvenience.

  I did try and reach out to her without an answer.  If she needs any further help she is welcome to contact the location directly they are there to take care of her needs.

  Again, we apologize for any inconvenience this caused her.

  Regards,

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

  acting RM for ******* this week

• Initial Complaint

  07/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went to For Eyes, store #***, on 4/21/23 and received an eye exam and ordered frames lenses.On 5/16/23 I returned the eye glasses to the store due to problems I was having with the glasses. The Optometrist determined that the lenses were improperly made and issued orders for a new pair. On 6/13/23 I was told that they had lost the details for my order and I would need to repeat the re-exam process or receive a refund. With all the delays and poor service, I chose to receive a refund. I returned the frames and lenses that were improperly made to the For Eyes store #*** on 6/14/23 for a full refund to my debit card and to restore my benefits with Eye Med. As of today, more than 2 weeks later the refund has not been credited to my debit card nor have my benefits been restored with Eye Med. I have spoken to the store manager several times and been told it is a system problem and they were working on it. I subsequently called to the corporate office and was told that the refund should have been processed within 2 days and they would get it resolved. Again, as of today, 6/29/23 no refund or restoration of benefits has been made. Since this appears to be a system issue with the original refund, per what I am being told by the store manager, and it has been over 2 weeks, the refund should be reprocessed so I can finally get my refund and restoration of my benefits with Eye Med and be able to use them at another optical center.*************************** ************************************************************ ************

  Customer response

  07/03/2023

  See original complaint. I'm not sure what documents you're looking for. The glasses were returned to for eyes at the ****** location and a refund was to be posted however no refund has been received. I am seeking a refund of the funds charged to my debit card.

  Customer response

  08/15/2023

  It is now approximately 3 months since I returned the eyeglasses to four eyes and I have still to receive a refund. Approximately 3 weeks ago I contacted for eyes store in ****** and they said they would process a home check and I should receive it within 2 weeks. It has now been over 3 weeks and I have not received a check nor any response from four eyes.

  Customer response

  08/29/2023

  ***The BBB Has Received Additional Information From Consumer!***
  

   

  I emailed the General manager, *******************, and told her I was filing a complaint with the ************* ***************** since I still haven't received a refund and lack of response from her. Within minutes of my releasing the email I received a call that they have decided to pay out the refund in cash and I could go to the ****** store to pick it up. I went to the store this morning and finally received a refund of $254,68 in cash after a lot of personal time spent trying to get this refund over two and a half months.

  In my opinion, For Eyes should receive the lowest possible rating with the BBB for customer service and business practices.

  
  
  

*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. ↩