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Business Profile

Optometry

Pearle Vision Frankfort

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optometry.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/27/2022

    Type:Sales and Advertising Issues
    Status:
    Unresolved
    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.
    Bought a pair of eyeglasses from Pearle Vision. Pick up the eyeglasses on Jul 11, 2022. I was told to test out the glasses. If I experienced any issues bring the glasses back for resolution. In using the glasses, my long-distance vision was less than my old glasses. On Jul 23, I was bit by an insect just under my eye. In trying to kill the attacking insect, the glasses fell of my face into a wooded area. I looked for 3 days to find the eyeglasses but was unsuccessful. On Jul 26, I went to Pearle Vision told them about this incident. The rep told me I had to buy at full price another set of glasses. I don't have $400 + to buy another set of glasses that I was about to return to be corrected. Pearle Vision's position is very callous. Pearle Vision can accommodate me and not lose money.

    Business Response

    Date: 08/16/2022

    Dear ************,

    My name is Nicholas Rutkowski, O.D.  I am the doctor that operates within Pearle Vision in Frankfort.  Your grievance with the BBB has been brought to my attention and I wanted to reach out to you.

    First and foremost, it is perimount to be clear. My team and myself do not work for Pearle Vision.  Nicholas Rutkowski, O.D. and Associates is a subleased practice that rents space within Pearle Vision to perform exams.  We are not in any way attached to or have anything to do with policies or decisions by corporate Pearle Vision.  Any glasses and contact lens sales are 100% Pearle Vision.  To be clear, the complaint that was filed with the BBB was against Nicholas Rutkowski, O.D. and Associates and not Pearle Vision.

    While my team and I cannot alter the response you received from Pearle Vision we are very sympathetic to your situation and understand the frustration at losing a new pair of glasses.  With your permission, I would like to have my team reach out to you and discuss the help we can offer you.

    I'm sorry for your situation and want to work with you to get you the care you need and deserve.  

    Always available to help,
    Dr. Rutkowski and Team

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

    Customer Answer

    Date: 08/16/2022

     
    Complaint: 17621775

    I am rejecting this response because: Pearle Vision did not receive my complaint. The complaint went to the eye doctor. In Dr. Nicholas ********************'s reply, he appears to be sympathetic to my situation. Dr. ******************** seems willing to do another eye exam to correct the long-distance viewing issue. However, Pearle Vision is the entity not willing to replace the eyeglasses. Please include Pearle Vision in this complaint. The entirety of my complaint does not rest with Dr. ********************.

    Sincerely,

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

Pearle Vision Frankfort is NOT a BBB Accredited Business.

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