ComplaintsforAll Eye Care Doctors

• Initial Complaint

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5-16, I received eyeglasses I purchased from All Eye Care Doctors for $1,693. Beginning that day and subsequently, I noticed and reported multiple defects in the frame and lenses, including spots on the frame where paint wasnt properly applied or is chipping off, nose pads that dont fit my face (after Ive asked that they be properly adjusted three times), a lens that was put in crooked, lenses made from improper measurements taken without the frames fitting correctly on my fact (the vertical pupil position is critical in progressive lenses), etc. After numerous attempts to address these issues in phone calls and store visits, I asked for a refund for this defective merchandise and was told I needed to talk to ***************************, whom I spoke to on 5-30. He said he is aware of Massachusetts consumer law that requires that consumers have the option of getting a refund for defective merchandise, but that he chooses instead to go by his store policy of no refunds. He argued with me and told me to be "pragmatic" and accept other options, which I declined and explained why. He said he lacks the authority to give a refund, telling me it was above his pay grade, but said he would speak to the person who has that authority and get back to me. He said the owner of the company is someone named ******, but that he didnt know his last name or the location where he worked. But I never heard back from ***************************, and he never responded to my numerous attempts to contact him by phone, by email, and by messaging from store employees. Furthermore, since what he said did not sound plausible to me, I checked online and discovered that *************************** himself is, in fact, the owner and general manager of the company, as well as its president and director, which is even shown in the companys listing here on the Better Business Bureau website.

  Customer response

  06/20/2024

  I have not heard from the business in response to my complaint.  I had also sent them a certified letter in regards to this matter, but have not received a response to that either.

  

  Business response

  06/27/2024

  Customer is dishonest with her description of the issue. We spent over 2 months and countless amount of hours assisting her in developing a custom product. Customer was aware the product is non refundable but it is exchangeable and subject to a store credit. Also, it had a warranty against any defects. ******** claimed there was a defect and we gladely requested a replacement but she said she ony wants a refund despite the fact our policy was clear and she clearly understood that her specific product was not subject to a refund but rather a store credit or exchange. We even offered her a refund with a restocking fee as the product is non-reusable. Customer was continuously loud with our staff and not allowing anyone to talk and she rejected any reasonable action we presented her with to assist. For example, We offered her a full refund on the frame and to retrofit new lenses at no cost in a different frame of her choiuce. We tried our hardest and offered many options to help her but she has progressively become rude to the staff, asking unreasonbale requests, and not allowing anyone to talk. This made it extremely difficult to our staff and we could no longer meet her expectations no matter what we have done. Out of the thousands of customer we see between our stores, this case was specifically unique and challenging to resolve given the customer actions and demands.

  Customer response

  07/01/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  ******************** is making false claims in virtual every statement he makes here.  Both he and the sales associate involved are well aware of the defects in the frame and lenses, which I reported soon after receiving the glasses.  (For example, the spots of missing/chipped paint on the frame are indisputable, and the sales associate even photographed the missing spot of paint on the frame when he saw it.)  ******************** is well aware that Massachusetts law requires that he offer me the option of a refund in such a case.  He told me that he was not the person who could do that, it being above his pay grade, and that he would speak to the person who had the authority to do that (supposedly someone named ******,although he said he didnt know his last name or what office he worked in) and get back to me, but even despite my attempts to follow up, he never responded to me.  Several things about this seemed odd to me, so after researching online, I discovered that he was, in fact, the owner and general manager of the company. Once he realized he was caught in this blatant and serious lie, he got very angry.  Aside from the fact that Massachusetts law requires that he give me a refund, and prohibits any store policy that goes against the states consumer laws, it should be obvious that I would not want to do business with someone who lies like that and cannot be trusted.
  

  He had told me I should be pragmatic and accept his offer of a replacement, but it should be obvious why I dont want to do that, and again, he is required by law to offer the option of a refund.  No two months and countless hours were spent helping me, and this is no more a custom product than any other pair of prescription eyeglasses purchased from an optical shop.  (It's worth noting that other similar businesses offer an across-the-board 30-day money-back policy; ******************** doesn't have to do that if he doesn't want to, but he cannot have a store policy that violates Massachusetts law.)  No refund with a restocking fee was offered to me, but that would be illegal anyway under Massachusetts law, and there could be no restocking of a defective product anyway.  Never once was I loud or rude with anyone, nor did I prevent them from speaking; again, ******************** is simply angry because I discovered he was lying, and he has no legitimate defense to this matter.

   

   

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There are two medial bills (4/27 and 4/28) filed by the store on my insurance account. But I DID NOT receive any service from anyone on 4/27 and 4/28.No in-person visit nor telehealth.At the beginning, the front desk unilaterally sent me an appointment on 4/26, which I did not be informed or have an agreement on beforehand, so I phoned the store and the front dest asked me if the date and time (4/27 1pm) was okay with me for having a quick phone call with the doctor, then I agreed. However, I GOT NO phone call on 4/27.4/28, I missed a phone call from the doctor because I was not able to pick it up and she texted me if we could have arranged the phone call on 4/29, I said okay. Still, I GOT NOTHING.And surprisingly, there are 2 medical bills appeared on my insurance account but the service was not rendered.I have contacted the store via message last Wednesday (5/4), and I got a response from the doctor on the next day asking me if I could have a quick phone call based on her convenience, I told her I was not able to make it because I will be on the plane in few hours. Still, she did not tell any information about my billing concern.And then I have NEVER heard from her and/or the front desk since then. I wish she would have just told me why she filled 2 claims to my insurance account without rendering service.I DO NOT want to talk to anyone from the store, I PREFER to be reached out by e-mail. And DO NOT ask me when we can finalize xyz because it is not necessary anymore.

  

  Business response

  05/31/2022

  Dear Customer: thank you for communicating with us. It is our understanding that our office reached out to you to explain any charges and their reasoning. If you are still in doubt feel free to call our office or send us an email. Thank you!

  Customer response

  06/06/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [ I received an email from the few ********** after I submitted the complaint, and the doctor seemed like she was willing to solve the issue. However, the 2 claims, which were sent to my insurance company without rendering service, she only retrieved 1. In other words, she just solved the half of issue. In case she did not remember the exact date of her "service", it happened on /28/2022. ]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Hsaiohan

   

   

  

  Business response

  06/13/2022

  Any claims submitted are proper. If you have any further questions or require clarifications, please contact our office or respond to our office email and we will be happy to assist. Thank you!

  Customer response

  06/23/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [Please refer to the claim submitted on 4/28. There is no way I received service on this date because I was taking the class. I have had all mails, texts in hand to prove my statement]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Hsaiohan

   

   

• Initial Complaint

  12/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I did not get the service for $108 contact fitting I paid, which I am still confused why I should pay to start with because my insurance clearly stated only $20 copay for contact fitting. Anyways, I did not get the service and the company refuse to reimburse me to my original payment. They said they can only give me a full amount store credit, which demonstrates that they know they did not provide the service, but still want to earn money from me. I don't want to deal with this company anymore and just want my money back.For the fitting, they only put a pair of contact lenses on my eyes and gave an awful training of wearing contact lenses, which I am still not able to do now. I went back and found my eyes extremely painful and having a lot of tears due to the poor training they gave, which hurt my eyes significantly. I even had trauma with several flashback of things striking my eyes! So I decided not to continue the fitting anymore. Up to now, I did not get any of the service of trying a few lenses, getting a few sample, having the doctor giving me prescription, or measure/evaluate what lenses work for me -- the definition of contact fitting when I googled, but they refuse to refund me.You will be surprised at how a company in the ** get such a lot of negative evaluations if you go to Yelp. As many other comments said, this company has outrageous and unclear pricing, and some yelp comment even label this company as "scam", which matches my experience. For instance, I usually do not need to pay a copay for annual eye exam -- it is stated clearly on my insurance, but they insist on charing me $30 dollars, claiming that because they will do imaging instead of dilation, but I asked to not do the imaging and they said I still need to pay the $30... This is fine, since I still get the service. However, for the service I never got, I request a full refund to my original payment.

  

  Business response

  01/17/2022

  Patient was provided the medical service for a comprehensive eye exam and contacts. Medical services are non-refundable as per our refund policy which is communicated throughout the pratcice. It is also a known standard within the industry whereby once a medical service is performed it is not refundable. Charges were 100% in accordnace with the insurance plan. Patient could not adapt to using contacts in her eye. She requested a refund although the medical service was provided and providers already took the time to perform the service. Nonetheless, the manager made an exception and gave her a refund for the contacts fitting service. See attached receipt for evidence of refund. Complaint contains many inaccuracies and is hereby rebutted by All Eye Care Doctors. 

   

   

*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. ↩