Complaints

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

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Crown Vision Center has 25 locations, listed below.

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• 

  Crown Vision Center

  PO Box 517 Alton, IL 62002

• 

  Crown Vision Center

  11477 Olive Blvd Saint Louis, MO 63141-7108

• 

  Crown Vision Center

  569 Mid Rivers Mall Dr Saint Peters, MO 63376-2152

• 

  Crown Vision Center

  1940 Zumbehl Rd Saint Charles, MO 63303-2721

• 

  Crown Vision Center

  7235 Watson Rd Saint Louis, MO 63119-4401

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:12/19/2024

  Type:Service or Repair 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.

  05/09/2024

  Customer Answer

  Date: 01/15/2025

  It has been resolved,  they paid me directly,  thank you

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair 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.

  This company is a very deceptive company! I bought a pair of Rayban frames and lenses for over $1,000 with my insurance and and extra $29.00 from me! I originally got my glass back they where messed up; first the transition wasn't getting dark, then the incompetent worker put my bifocal line wrong so I was looking out of the wrong part of the **** then I gave them back, that took another 2 weeks , so technically the first month I didn't even wear my glasses and everything was ok with the right side; got them back and everything was ok until I noticed that when O cleaned my lenses that the right side seems like its loose and it keeps making a cracking sound, went back to them told them and they tightened the lense frame, ok that work, temporary, went on a month later, need to be retighten again, went back, explained to them the same problem, their same solution, to tighten the frames, this went in for months until Dec 18, 2024; finally had enough went in spoke to a manager I never seen before; she began tell me that they had a recall on the frame, they no longer make those frames and if I want new pair I have to use my insurance I got from them and I can't get my old style, Intild them that Rayban still have the exact frames on their website, she then informed me, outside must pay full price, huh? Why should I have to pay anything if its a manufacturer, defect? That should automatically be covered for up to a yr, free of charge! Order them from ******! I wish I never went to this overpriced, hard to contacted, manipulative company. I only had these franes for 6 months abd wore them fir 5 because it took a month for them to make the correctly, manager telling me those frames wear out fast and how I am taking care of them, like Inam stupid, I have been wear glasses, longer than she been alive! Reading complaints, this company tells their employees to say this, because I seem the same complaint from and store in and state! Either give me new frames or money back

  Customer Answer

  Date: 01/15/2025

  I have already done YOUR job and contacted the Area manager Ms ****** and she has fixed everything...close this case..thank u..*.******

• Initial Complaint

  Date:12/11/2024

  Type:Order 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 booked an appointment for a routine eye exam at Crown vision whereas my insurance paid 100%. As part of the exam, I was not informed that if they found a cataract, then I would have to pay a co-pay for seeing a specialist. I was not told this before beforehand I came in for a routine eye exam which was paid 100% and they scammed me out of a co-pay.

  Business Response

  Date: 12/17/2024

  After reviewing this patients chart and documents.  The patient signed the Medical Examination Report clearly stating a medical diagnosis was found and explaining that we will submit all claims for ocular Medical examinations and procedures to your ***************** carrier.  If your medical insurance carrier denies payment or if your policy requires you to pay a co-payment, co-insurance, or deductible not met you are responsible for any and all these charges.  Per his particular ***************** plan he is required to pay a co-pay amount for the office visit.  ************* card clearly states his co-pay for this type of visit is $25.  It is also noted in his file that these documents were mailed to the patient as he left without taking them.  

• Initial Complaint

  Date:08/22/2024

  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.

  I've been a Crown Vision customer for years and have purchased glasses there without incident. However, I purchased new eyeglasses this past February, and within weeks I noticed cracks forming on the right lens. I took them in and because they are under warranty, they replaced the lenses. Months later cracks began forming on the right lens again. I took them in and was told that it may be because of how I lay my glasses down and was shown the proper way to lay them down. I received them back a few weeks ago, and have been super careful with them, and paying very close attention to how I handle them and lay them down, but this past Monday, I noticed a crack forming, so I went in and showed them. The manager wasn't in so they took my number and said I would receive a call back. Yesterday, a new crack formed, and after a few days with no callback, I decided to call at 9 am this morning (Wednesday) and was told the manager was not in yet, but my name and number would be left on her desk and I would get a callback. Around 2:45 pm, I tried calling but it went to voicemail, so I went to the store. I walked in and the manager was sitting at the reception desk. She said hello, then went to the back. When she returned 3-5 minutes later, I asked what could be done about my glasses. She said nothing could be done. Her superiors said that it must be something I'm doing (which I didn't appreciate) saying it must be how I take them off, how I lay them down, heat... causing the lens to crack, and because they've replaced them twice, at no cost, there's nothing that can be done. What's the point of purchasing a warranty if you can't replace a defective product? The manager was very nice, and I don't fault her for this decision, but the best she said they could do would be to take 50% off a new purchase, but I choose not to spend another dime in this establishment if this can't be rectified with a different style frame and lenses under the warranty that I purchased.

  Business Response

  Date: 09/05/2024

  The District Manager has spoken to this patient and has agreed to re style the patient into a new frame at no charge.  The patient has accepted this and is happy with the resolution. 

  Customer Answer

  Date: 09/06/2024

  Complaint: 22176546
  
  I have reviewed the business' response and am rejecting it because:
  
  I made a conscious decision not to lose my cool while I was at the store and entertained the idea of new frames at 50% off but I did NOT accept that as resolution, but rather I accepted the reality that I was not going to get anywhere with the manager on duty, so I left saying I would think it over.  Later that afternoon, I opened this complaint.  Immediately realizing this establishment has a D minus BBB rating, my hopes of satisfactory resolution were quickly dashed, but felt the need to ensure my disappointment in this establishment, after years of loyal patronage, was voiced.  After selling me a faulty product and refusing to offer a replacement, despite the warranty I purchased, which I have NEVER done before in my life before now, I'm left wondering what was the point of the warranty?  I do not expect a D minus establishment to do the replace their faulty product with another brand, so I will take my business to a more reputable establishment and consider this matter closed.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/13/2024

  Type:Customer Service 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.

  Location: ************************************************** I had some frames and took them to H31323638**3437363636H H3236**34303531373736H to have some prescription lenses put in. They broke my frames and the district manager said they would pay for them and they did not and they gave me a phone number to a corporate office. This office said they do not a corporate office and she gave me ************** but it was not their corporate office. I called there and they said this is where they do their billing. They don&#**;t have a corporate office. I tried to get in touch with the district manager, ******, and she failed to respond to me. I want them to pay for the frames I had to reorder. The frames cost $109.99.

  Business Response

  Date: 08/22/2024

  After reviewing this patients account..  The District Manager ***** had refunded the patient $77.06 back to her credit card she used to pay for the original invoice.  The refund was was entered on 4/13/2024.

• Initial Complaint

  Date:03/26/2024

  Type:Billing Issues
  Status:

  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.

  My most recent eye exam at Crown was in late December, 2023. Prior to that I was examined in ******* of '22 and prior to that, ******* of '21. All three exams were done at the same location. My last two examines revealed that I had very little vision change and so I was told to continue wearing the same glasses that I had already purchased from them. Before leaving the store in December '23, I showed my glasses to a technician. There are large bubbles springing up all over them. The technician told me that this is a film which is separating from the lens and that I shouldnt worry because my glasses are still under warranty. She told me all I needed to do was find another pair of glasses at home that I could wear, then bring the defective pair back in, and I would be covered.Just to make sure, I called the store back some time later to confirm that repairing the glasses would indeed be covered under the warranty. The person I spoke to looked up my information and assured me that I would be covered. She told me that since I had just had an exam and that my current Crown Vision glasses were looked at then, that the warranty would continue for another year. I found an old pair of glasses that are difficult to see with but will do in a pinch for a short period and went into the store.When I got there, everything that I was told by two different Crown Vision employees fell apart. I was told that I had no warranty and that the only thing they would do was sell me a new pair of glasses. The manager told me that when I called Crown, I was speaking to someone at a central location and that those people dont know what theyre talking about. The last estimate I received from Crown which included frames, good progressive transition lenses, scratch resistant coating etc., was about $350 after my advantage plan paid $300. As someone on a fixed income, I simply dont have that kind of money to spend on something I was told was still under warranty.

  Customer Answer

  Date: 03/26/2024

  I sent the attached letter to *************************, Principal of Nucrown, the company that owns Crown Vision on March 15th. I did not receive a response.

• Initial Complaint

  Date:08/26/2023

  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.

  The most terrible service from a manager ever! Recently I visited your Alton, IL store on E. Broadway. I was having my Longchamp sunglasses adjusted when the young lady accidentally cracked them. She told me she would replace them that they had them in the store. I was fine with this and wasn't upset. All of a sudden the manager appeared and said I had vision insurance which she didn't even check to see (and I no longer have it) and said to turn it in to them. Then the manager told me I would have to pay for them. I told her I didn't break them. Then she proceeded to tell me I would have to pay for half of them. Which again, I told her I wouldn't. I did get the replacement at no charge. Then she proceeded to reprimand the young lady in front of me. How embarrassing for her! I felt terrible for her and asked if she was ok. I have no idea where this manager came from but I will say I will NEVER return to that store as long as she is there and I have done business with them for years. She needs to be fired. She was the most unprofessional manager I have ever encountered. I'm sorry I am having trouble deleting the other complaint. It kept cutting me off when trying to type it.

  Business Response

  Date: 08/30/2023

  After reviewing this complaint the situation has already been resolved.  On 8/2/2023 the patient received a new frame at no cost.  As for the situation with the employee in reference this will be handled internally.

• Initial Complaint

  Date:05/31/2023

  Type:Customer Service 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.

  ******* Location I ordered contacts in January and have yet to receive them. I have contacted them and no one will return my calls. I tried to get the prescription sent to another company but they have yet to release the insurance claim so I can't get them anywhere else.

  Business Response

  Date: 06/24/2023

  Hello,

  Thank you for bringing this concern to our attention.
  Our records show order [*******] was delivered on 6/1/2023.
  
  Dont hesitate to reach out with more questions.
  Thank you for your patience,

  
  **********

  Practice Manager

  Customer Answer

  Date: 06/26/2023

  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/01/2023

  Type:Customer Service 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 crown vision yesterday. first i want to move my time back becasue i had a meeting second she was unfriendly and second they ask do have insurance i said yes *** they say hey this insurance is out of network are not. i tried to cancell my order they did work with me at all. it was not in network

  Business Response

  Date: 03/03/2023

  The practice has reached out to the patient and discussed the situation.  They have price matched and did some pricing adjustments for her.  At this time the practice states that the patient is happy with the resolution. 

• Initial Complaint

  Date:02/15/2023

  Type:Customer Service 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.

  Crown Vision Centers handles the Illinois vision coverage and eye tests to the people eligible through the Medicaid program. I went in as I am covered by this, ordered glasses from my last exam, and did not go get them because of the pandemic. I called them and spoke to the office rep and told me they do have me in the file and have my glasses, but would have to call me back when they locate them. I called them two separate days and they said they will get back to me when they get back to me. I want an answer and I want to find out where the glasses are at, falling to deliver a state authorized product and ignoring repeated request for information.

  Business Response

  Date: 03/03/2023

  The practice has looked and the glasses are not there anymore.  This order was from March of 2020.   However, the practice has agreed to remake this pair of glasses for the patient.  They are currently on order and as soon as they arrive from the lab the practice will be contacting the patient. The practice has tried to contact the patient directly but were unable to due to the mailbox is full so they were unable to leave a message as the patient did not answer.  They will continue to try and contact the patient. 

  Customer Answer

  Date: 03/04/2023

  ********** ********
  
  I am rejecting this response because:
  I am not interested in receiving a pair of glasses that has to be ordered from that old prescription. If they had them I  would have accepted that fact, but since they don't I do not wish them to be made. I will be getting my annual opthalmologic exam in 
  soon and I will have a new prescription for my eye wear. I will contact the company when I have that new order.
  
  Sincerely,
  

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