ComplaintsforClarkson Eyecare

• Initial Complaint

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Clarkson Eyecare provided services on 3-15-23 which are covered by my insurance company. Clarkson has failed to bill the insurance correctly for 15 ************ has sent it to collections.The insurance company has called them more than a dozen times to provide them with the correct billing information but they do not know what they're doing and their failure to file correctly can negatively impact my credit score.I dropped Clarkson due to their stupidity & recommend that consumers steer away from this company. Thank you.

  Business response

  07/08/2024

  To Whom It May ***************** apologize for the miss-billing of this patient's claim. The office leadership and district leadership have been working with our billing department as well as the collections agency and has successfully removed this from the agency and negated the balance that was dropped to the patient in error. The office manager of this location has been in contact with the patient to apologize and to relay this information as well. We thank this patient for escalating this so that we may reach a resolution for him. 

  Customer response

  07/09/2024

  I received a letter from Day Knight, dated July 3rd, 2024, the collection agency for Clarkson Eyecare stating that my file has been closed and there no balance and my file has not been reported to any credit bureaus by Day Knight.

  Thank you for your assistance.

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

• Initial Complaint

  06/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was ordered prescription lenses by an eye doctor *********************** Lakeridge, **). Instead of giving it to me, he gave it right away to the optician at the same location. They forced the purchase of glasses on me. I'm talking about the methodology used, because you can't take a look at the prescription and you can't know if you need glasses or not, you can't shop around either.I paid $644.35 after insurance coverage (I chose an affordable frame). It's quite expensive.When I received the glasses, I realized that I see better without them. I don't need those glasses, they make my vision worse and give me blurry vision in front and around my eyes. They give me headaches and I see completely normally without them. Wearing them makes things less neat or clear to watch. Things spin around me when I start walking with the glasses on. It feels like losing balance. They are useless and annoying to wear. I understand that something was forced on me. I won't wear those glasses and I don't need any. I want a total refund. And the methodology of this eyecare company needs to be controlled or investigated. I was never offered to see my prescription (the document) or keep it.

  Business response

  06/21/2024

  We apologize for this patient's frustration. Leadership over this location has reached out to the patient but has not been successful in their attempts to connect. We encourage this patient to reach out to us at ************ if they have not already returned leadership's phone call. We thanks this patient for their feedback and look forward to helping resolve this issue for them. 

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complete waste of time! After scheduling and giving all my info including full insurance to their office I arrive, which I had to take Uber due to car issues and didnt want yo miss my appointment ($35 each way) to only to find out its $130 for the visit plus glasses. I also had setup for contacts which I knew would be out of pocket. because they dont take my insurance even though the appointment was setup with my insurance and their office said nothing about not taking the insurance I gave them prior to scheduling!! Huge waste of time and money!

  Business response

  07/05/2024

  To Whom It May ***************** apologize for the frustration this patient has experienced. The District Manager of this office has called and left the patient a voicemail asking for a return call. The District Manager has called the location to gain insight into what when wrong with this patient's experience and found a miscommunication to the patient by our scheduling center, the patient was told over the phone when he made his appointment that the office was on panel with his insurance, however that was not the case. The office attempted to call the patient before his appointment but was unsuccessful in reaching him. The office did offer to schedule the patient at a location and with a doctor who is on panel with his insurance, however that does not negate the time that it took for the patient to get to his appointment and for the confusion which we apologize for. We thank this patient for his feedback as we have escalated to our scheduling center who can pull the recorded call and use as a training opportunity for that agent, and look forward to working with him to meet his needs. 

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Cannot use glasses. Was concerned focusing was not correct. Told to ***** till next day and just ware and get used to them. Have not been able to use.

  Business response

  07/08/2024

  To Whom It May ***************** apologize for the issues this patient has hadd with his glasses and we are committed to assisting. ********** this patient was seen at has contacted and worked with the patient to correct his lenses so that he can see. It is our understanding that ********** has ordered in new lenses for this patient and that these are working much better and that the patient's issue is resolved. We thank this patient for the opportunity to fix his issue and look forward to working with him in the future. 

  Customer response

  07/10/2024

  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

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased glasses and eye exam they overcharged by ****** over 2 years ago, went to a different ****** on eye care for next visit and they informed us of the overpayment, contacted first eye care provider they said refund would arrive 6-8 weeks waited over 2 months called them and they said no one filed for the refund she would re-file for the refund. They make sure we pay at time of service and call to the point of harassment to get us back in every year but cant be bothered to call when they owe us money. Also fail to make sure after over 2 years that we receive our money, and never said anything about owing us money in those 2 years when we went in for new appointments.

  Business response

  06/18/2024

  We apologize for this patient's frustation. The office manager of this location has been working with our billing department to get an answer as to the discrepancy between what the patient was told and what reflects in our computer system. If the patient is owed money from an overpayment, then the patient is due a refund. Our office manager will be working with our billing department as well as the patient's insurance company to determine where the overpayment came from and how much of an overpayment there was before a refund is issued to the patient. 

  Customer response

  06/18/2024

  The manager of *************** on eye are called and offered us $72.00 of the ****** they owe she said thats all she had authority to do we said you have owed us ****** since Dec . 2022 we expect ****** . 
  no fees or charges should lower the amount owed in fact it should be the other way , your company should owe us interest for 2 years but all we want is the ****** we were told was due to us

  Customer response

  07/05/2024

  Was told by a different Clarkson Eyecare that I have a refund of ****** at the **** store so they said they filed for my refund I would receive in 6-8 weeks after 2 months did not receive, called billing and they said it was never filed for she would do it, so I filed complaint with BBB. They called and said they could only give me ***** refund, they have owed me since Dec.2022 ****** but they want me to settle for ***** .The refund is owed to me because my insurance did not cover full amount. I just want my ******

  Customer response

  07/10/2024

  We filed a complaint before and someone called us from the **** location and said they owe us ***** instead of the ****** we were originally told was due to us that we were told they had filed for that amount and we would receive a check in 6-8 weeks this was on 4-8-24. After ten weeks we had not heard so I filed my complaint with BBB, on 7-8-24 I called to see where is refund lady named *** said they owe us refunds from 2020,2022and 2024 and now the amount is *****! What is the problem with this company that they could not even find time to call us about one refund much less THREE. I told them I would like this settled immediately, she said Ill call you in 14 business days. Same thing they told me before and never heard a word, nothing until I called them back. What else can we do to get a full ****** maybe more now, they do not seem to care that BBB is involved but there must be some recourse. My daughter went to this same business unaware of our problems, ordered new glasses they said ready in 2 weeks its been over a month and no glasses, her name is *************************, she too is about to file with Bbb!

  Customer response

  07/10/2024

  This is the same answer we get every time. We are working on it with your insurance company! The insurance company paid their limit , we paid the rest in cash so refund does not go to insurance it goes back to us, they are using this as an excuse to keep pushing back for more time hoping we forget about it.These Refunds are 4 years past its time to get this over with and pay our money back in full $106.00

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased some glasses and they were peeling on the inside of the lenses. I took them back and they started peeling again. My complaint was escalated to management and they are now saying it&#**;s going to *********** weeks to get a refund.

  Business response

  06/21/2024

  We apologize for the frustation that this patient has experienced. Leadership over this office has been in contact with the patient and is working with them directly to reach a solution to their issues. We thank this patient for their feedback. 

• Initial Complaint

  06/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I went to purchase reading glasses on aprrox April 4-5 2023. I paid ****** for glasses. I have not yet received my glasses. I asked for a refund if the could not give me glasses. they said they would contact the manager. Address of the business if ***************************************

  Business response

  06/07/2024

  We apologize to this patient for their frustration. The patient ordered glasses with us, however the glasses the patient ordered have a tint on them. Unfortunately tint results can vary depending on the materials in the lens, how long the lens is left in the tint, and the tint substance it's self, it is much like dying an easter egg. Given that the tint results vary on all of those factors, the glasses have come back to the office with unacceptable results many times. The District Manager has offered to refund the patient half of what they paid toward the glasses as a gesture of goodwill and in an attempt to show the patient that we sympathize with the frustration and results of the order. We thank this patient for their feedback and are happy to assist them. 

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Glasses were not the right prescription and eye exam was erroneous. Said I couldn't pass driver's test which I did. Have heard other customers say similar things even the eye doctor I now see and she had worked there previously. I picked up sunglasses frame will have new place put new lenses. I told them to keep the other pair as frames didn't look like what I had picked. They offered me to come for another exam but no refund. Current doctor said they should refund. I'm willing to pay for sunglass frame as I will use with the updated prescription.

  Customer response

  05/28/2024

  The location is at ****************************************************

  Business response

  06/18/2024

  We apologize for this patient's experience with us. Leadership over this office has been in contact with the patient and has offered a resolution that fits the patient's needs. We thank this patient for their feedback and look forward to working with them in the future. 

  Customer response

  06/18/2024

  Complaint: 21761004
  
  I am rejecting this response because:
  
  I have not heard from them. I left a voicemail which they didn't respond 
  
  Sincerely,
  
  ***********************

  Business response

  06/21/2024

  The leadership over this location has reached out to this patient and left a voicemail. If the patient does not receive this communication we encourage the patient to reach out to our corporate offices at ************

• Initial Complaint

  05/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My spouse and I went to Clarkson ******** in *******, **** as we always do yearly. We have been doing business with this company for years, but this is the first time we ever had an issue with them. We purchased glasses and paid the stated amount due at the time of service, which was roughly $900.00. We left and picked up our glasses two weeks later. We received a bill in February 2024 for $117 for myself and $117 for my spouse and I called and was advised that the insurance company didn't pay the balance. I called the insurance company and they stated it appeared to be a double billing, they contacted Clarkson and agreed to research the issue and follow up with me, but no one has ever followed up with me to resolve it. I continue to get a bill for an amount they are saying I owe. I feel like they should have said at the time of service your amount could change if the insurance does not pay the balance. I was never told that as I paid the bill for both my husband and myself. I have been fighting with them for months with no resolution. I have asked for a conference call with the insurance company and they refuse. I just want the balance removed since the insurance company is saying they it appears to be a duplicate charge of some sort for the frame. This is causing a lot of unnecessary stress for no reason. I've done what they advised me to do, but they refuse to let me speak to the office manager or to do a conference call with the ****************** I want the balance removed from me and my husband and I will never do business with them again. I can't do business with a company that lacks integrity. Please remove $117X2 for myself and my spouse.

  Business response

  05/29/2024

  We apologize for the frustration that this patient has experienced. The office manager of this location was actually in contact with this patient yesterday and was able to verify that the patient's husband's account was corrected in March and shows a zero balance. The Office manager has taken the appropriate steps with our billing team to also rectify this patient's account. We thank this patient for their feedback and encourage the patient to reach out to the office manager at the ************** for any other updates or concerns. This patient is also welcome to reach out to our corporate offices at ************ at any time. 

  Customer response

  05/30/2024

  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

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got an eye exam, bought new frames with lenses, and bought new lenses for my existing frames beginning on 05/22/2023 at Clarkson Eyecare. I paid $492.92 on 05/22/23. I paid the balance of $292 on 06/23/23. From my first appointment to November of 2023 I repeatedly took my glasses back because the prescription was never correct. They could not get my right lens good enough for clear vision. I finally went back in November 2023 and asked if I could get a refund because they apparently could not figure out my right eye prescription. The employee who had dealt with me most, *****, printed out a statement showing RETURN on all items to do with frames, lenses, coatings, etc. She said Oh, you will get your money back, but not for initial eye exam, but it will take awhile since it has to go back to insurance. I waited & waited til finally on 03/22/2024 I contacted my insurance VSP. The rep said the claim had already gone through their office and I needed to contact Clarkson billing. I did that on same day and was told 7-14 business days, otherwise call back. I called back to Clarkson on 04/09/2024 and was told a refund check would be sent by 05/10/2024. I was reassured this would happen. Yesterday, 05/13/2024 I called for the third time and the rep took my info. then put me on hold, came back, and said she had my claim escalated and that I would be getting a call later from a supervisor to confirm. This rep even said that she would call within the hour. NOTHING! I have been dealing with this for a year now and have just been getting the run-around. I am out $735.92 with no glasses. Also, the very first appointment, sending my original glasses (not purchased from Clarkson) in to get the new lenses- they did not even give me my existing lenses back! I left there in November of 2023 with less than I came in with! I am struggling with a 10+ year-old pair of glasses!

  Business response

  05/28/2024

  We apologize to this patient for the frustration she has been experiencing regarding her transaction with us. The office manager and District Manager have been working with our accounts payable department to process this patient's refund. According to our records, this was processed on 5/17 and the check should be in the patient's posession by now. If this is not the case, we ask this patient to reach out to our corporate offices at ************ so that we can investigate. 

  Customer response

  05/28/2024

  It stated in 5/28 email from the BBB that Clarksons response was that my refund check was processed and that it should be in my possession now. I did not get the refund yet, so I called Clarkson **************** and talked with ********* in billing. She could not find in system where my check was processed nor sent. She said it looks like it has only been requested. So she will email the ************ to get any updates on the status of printing and sending my refund check. She stated she will call me with any updates. Once again, I am being put off day after day, week after week. I am still owed $735.92 that I paid to Clarkson in ************, ** a year ago! What a shoddy business and horrible customer relations! 

*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. ↩