Complaints

This profile includes complaints for Eyecare Partners, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Eyecare Partners, LLC

  15933 Clayton Rd Ste 210 Ballwin, MO 63011-2172

• 

  Clarkson Eyecare

  11919 Montgomery Rd Symmes, OH 45249-2019

• 

  Clarkson Eyecare

  2045 Anderson Ferry Rd Cincinnati, OH 45238

• 

  Clarkson Eyecare

  530 Wessel Dr West Chester, OH 45014-3650

• 

  Clarkson Eyecare

  441 Vine St Cincinnati, OH 45202-2821

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:01/18/2023

  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.

  I have both medical and VSP insurance. My annual eye exam was 11/18/2022. I was diagnosed with diabetes in 2007 and have been off medication for the last five (5) years since the condition is under control, as per ******************. As a precaution, I still pay for an eye refraction, out of pocket, as part of the exam to be sure that my eyes are health. However, I received a bill from Clarkson Eyecare at the *******/***** location, from *****************************, for the full exam (that show no insurance paid) as they coded the bill as "medical" instead of running it through my VSP insurance, which covers my annual eye exam. I have annual routine eye exams because I have eyes, not because I have diabetes. Diabetes is not a condition that Clarkson Eyecare is skilled or equipped to diagnose. I have spoken to the billing department several times and they refuse to correct the billing error. This needs to be correctly coded and billed for proper processing and payment.

• Initial Complaint

  Date:01/16/2023

  Type:Billing 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.

  I purchased contacts from the Clarkson Eyecare location at ****************. in late October. At the time of purchase, the employee who rang everything up noted (correctly) that my insurance only covers $100 for contacts every year. She then said that she was able to find an additional discount to give me off the normal purchase price of the contacts, which are quite expensive (a year's supply is over $800). With the discount, the price was competitive with other places I might have instead chosen to purchase my contacts, so I agreed to make the purchase. I bought my contacts and thought all was settled. However, a bit over a month later I received a notification from Clarkson Eyecare's billing department that I had a balance of over $200. Looking over my paperwork and what they claim I owe, it seems the discrepancy is not with how much they expected insurance to cover but with the discount the employee said she applied. I called the billing department on December 13 and said I did not think it was legal for a company to take back a discount after a purchase was completed. If the employee made an error, that's their fault and they can't ask for the money after the fact--if I had known they were going to charge full price, I might have considered purchasing elsewhere. The person I spoke with said they would get back to me within a few days. For the next two weeks, I heard nothing and continued to receive email and text notifications about the balance. I called again on December 27 and was again told they would look into it, but that in the mean time they would turn off the notifications/stop trying to collect money. Several weeks later now (Jan. 16) I am once again receiving notifications that I owe money but have never heard back from the billing department about this dispute. It's unacceptable to A) offer a discount at time of purchase and then claim it doesn't exist later and B) not call back after over a month to fix the error.

  Business Response

  Date: 02/20/2023

  We apologize for the experience that this patient had in one of our locations. The office manager of the location reached out to the patient and was able to help with a resolution. We thank this patient for their feedback and the opportunity to help! 

  Customer Answer

  Date: 02/21/2023

  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. (They did not directly contact me about this, but I can see that they removed the disputed charge from my account.)
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/04/2023

  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 paid for contacts prior to receiving them, we did 4 pairs of trial contacts that were not correct. After the 4th pair I called the office and requested a refund and stated the reason why. The next day I was called and told that a refund check would be sent to me in 6-8wks. The 9th week I called the office again and the man I spoke with told me that he would need to look into it, he got back on the phone and stated that his supervisor would need to look into it because the check was never actually sent. He said to call back in a week and hopefully he would have information as to why it wasn't sent. When I called back in a week, I spoke with another lady who said her supervisor ***** was still looking into it and that I would need to call back. I let the lady on the phone know that i wanted her supervisor to call me by Friday and let me know why I had yet to receive the refund after 11 weeks. ***** called me on 11/18/22 and told me the check was in the mail and that I would receive it in 7-14 days. I called 12/29/22 and spoke with the lady who answered stated that the check didn't get cut until 12/14/2022 and to give it 14-18 days and that if I hadn't received it by 01/04/2023 to call back to ensure it actually went out. I requested the refund on 09/27/22 and it is now 1/5/2023, I would like my refund of $218.00.

  Business Response

  Date: 01/16/2023

  To Whom It May Concern,

  We apologize for the issues that this patient has had getting a check sent to her in the mail. The District Manager and the office manager of this location have been working with our accounts payable department to get this resolved for the patient. The office has gotten dispensation to resolve this at their level for the patient rather than having to wait for AP and is working with the patient to resolve this for her. We thank this patient for her patience with this issue. 

• Initial Complaint

  Date:11/15/2022

  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 purchased a pair of glasses in 2021 from Clarkson EyeCare in St Peters using my FSA. I was contacted by Clarkson stating the FSA did not pay the amount due and charged me, which I paid. Fast forward to February 2022, i went to Clarkson again for my annual eye exam and purchased another pair of glasses from them. When they added up the charge, they said my account showed I had a credit of around $700. They could not tell me why there was a credit as the billing department is at another location but I could reach out to them. I did use part of this credit for purchasing my new glasses, which I did and they said I could request the balance be refunded to me. I had an ill family member that I was taking care of it shortly after this that later passed. I called Clarkson billing back August18,2022 to request a refund and was told they put the request through and it can take several weeks to process. I called again Sept 29, 2022 to inquire as I had not received the check. I was then told it could take up to 8 weeks to process and to call back if I had not receive it at that time. I called back again around October 17th, they could not see that the check had been processed, they put me through to ****, supervisor there, she said she was reaching out to the accounts payable dept. Oct 20th, **** called to say she had not found a reason why, but would request again. I've called twice a week since asking about my check, I was told it was overnighted on November 2nd, but still have not received. I've continued to call **** to inquire as to where the check it or even what the tracking number was for the overnight that I was told was done. She states she is talking with her director to resolve the issue, but I have not been able to discuss the matter with anyone else. As of November 15th, I still have no resolution or notification that a check has even been actually issued.

  Business Response

  Date: 11/29/2022

  To Whom It May Concern,

  We apologize for the issues that this patient has had in regards to her refund and the unanswered questions that she has. This patient's complaint has been passed to the District Manager of the location the patient went to. The DM is investigating along with the finance department exactly what happened on our end and will be reaching out to the patient with a clearer understanding and will be able to answer her questions. 

• Initial Complaint

  Date:10/19/2022

  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 purchased glasses in 12/21, I though my vision was getting worse because I can't see our of the glasses. I just started using my old glasses. I went for a new eye examine and found out the prescription was all wrong for the new glasses I just spent over $300 for. When I called I was told that it was almost 1 year and I needed to pay $60 to get them to fix the wrong lens that they gave me. I don't feel like it is fair for me to have to pay twice for a prescription that should have been correct. I would like for the lens to be corrected at no additional cost to me.

  Business Response

  Date: 10/28/2022

  To Whom It May Concern,

  We apologize for the frustrations that this patient has experienced. The District Manager of the location that this patient visited reached out to the patient and discovered that the patient brough in a prescription for glasses from another provider. The District Manager requested that the patient bring in her updsted prescription, her old glasses, and the glasses that she got from us so that we can assist in troubleshooting and diagnosing the problem. We thank this patient for her feedback and for the opportunity to help! 

• Initial Complaint

  Date:10/03/2022

  Type:Billing 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 for an eye exam Saturday, Oct 1. I ordered a pair of glasses this was mins til close. I wasn't told at the time that if I wanted to cancel the order prior to the glasses being received I wouldn't be able to do so. I called today (Oct 3, 2022) to cancel the glasses order and was told that I needed to cancel the same day for the cancellation to be valid. I wasn't told this the day of; also, as stated prior I was there making my selection minutes to close and was even there after the door was locked. I wasn't even able to request a cancellation until today (Oct 3, 2022).

  Business Response

  Date: 10/04/2022

  To Whom It May Concern,

  We apologize for the experience that this patient had. The District Manager of this location reached out to the patient and has worked with her and the office to get this matter resolved. We thank this patient for the opportunity to make this right and hope to work with her in the future. 

• Initial Complaint

  Date:09/27/2022

  Type:Billing 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 had an appointment for an eye exam on Aug. 5, 2022 which also included an exam for diabetic eye exam & to be fitted for new glasses. After my exams, the office manager took over to fit me for a new pair of glasses. She said she could save me some money by me purchasing a second pair of glasses so I asked to to show me what the cost difference would be. After the processing was completed, there was a $130.00 lesser price for getting 2 (two) pair of glasses so I said to complete the sales. On my receipts, it doesn't show what the amount of the discount was but she marked on both pages that my bill was "Paid in Full" with her initials following that statement. Shortly after receiving my first pair of glasses I received my second pair of glasses & the prescription was not properly done. I wear trifocals but the second pair were made as bifocals. The lady that fitted me with that pair said it would take some time for my eyes to adjust to them but I thought that was a little bit odd. Then about a week or so later, I received a refund check in the mail for $130.00 so I put it in the bank. I called this company to see why I received this check but the office manager was not in the office & no one could tell me anything at the time. When I did get to talk to her she wanted me to bring the check in to get things straightened out & I said it was already in the bank. Come to find out, she entered the transaction as a "credit" instead of a "discount" when she gave me this so called discount. Now they expect me to pay this money back for "her" mistake. She apologized for "her" ************** an email to corporate stating that I was paid in full but they say I still owe this amount. I have 2 (two) receipts that are marked "Paid in full" so I feel that they are trying to make me pay for their employee's error. I shouldn't have to be penalized for this!

  Customer Answer

  Date: 10/20/2022

  This company has not reached out to me, they are still billing me for an amount I do not owe.

  Business Response

  Date: 10/26/2022

  To Whom It May ***************** apologize for the erroneous refund that this patient recieved. When the patient ordered her glasses, her account was showing that she was indeed owed a refund from a previous date of service. The office processed the patient's transaction on the date of service taking into acount the credit of $130 lowering the patient balance. In the meantime, our refunds department did not see the patient order in the system and processed a refund check to the patient, resulting in the patient being refunded and then recieving a bill for services rendered. The office manager and the district manager have reached out to the patient to attempt to resolve this. 

• Initial Complaint

  Date:09/06/2022

  Type:Billing 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.

  They sent me a bill for a service not provided. They did tell my daughter that they believed that a miss click of a key changed what was really what had happened. But when she called back again, the lady was very rude and said she had had this conversation already and was done talking to her. They have scared me with all these mailings that they are sending me that I went ahead and paid the bill, even though I was in the right.

  Business Response

  Date: 09/27/2022

  To Whom It May Concern,

  We apologize for the issues and confusion that this patient has experienced. The office manager and this patient have spoken on the phone several times and gone over the charges that the patient incured on the date of service. The charges are reflective of the exam and services that the patient had at our office and the balance on this account was legitimate. We thank this patient for their feedback and hope to work with them again in the future. 

• Initial Complaint

  Date:08/04/2022

  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.

  I have been a patient here for 6 years now, prior to the buyout of ****** *** **********. I went in for my annual eye exam on 06/19/2023 and while shopping for a new pair of glasses, I requested my current *** **** pair be adjusted. The tech came back and informed he had broken my glasses and they could not be repaired, mind you I paid over $400 for these glasses, and they were my ONLY pair. I was then informed I would have to pay for a replacement with a 50% discount - this was beyond unacceptable. I did not break the glasses in the first place, why should I have to pay anything? I was then blamed by the manager that it was my fault the glasses broke, and I would have to either pay for replacement frames or order contacts. I refused, I did not break them, and I was not paying to fix their accident. The manager finally agreed to put my lenses from the *** **** frames into a cheap, comparable frame at $0 cost - I agreed. I then realized the lenses are placed in the frames incorrectly and have been scratched significantly. My eyes are different powers and with the lenses in the incorrect sides, it causes major vision problems and severe migraines. I am now left without anything as I need my glasses to physically SEE. I have yet to receive any response after calling, leaving voicemails and emailing the office. This is beyond unprofessional and unacceptable.

  Business Response

  Date: 07/03/2023

  To Whom It May Concern,

  We apoloigize to the patient for how this situation was handled Leadership over the location has been notified of this interaction and is working directly with the patient to reach a solution that both meets her needs and addresses the breakage of her frame. We appreciate the patient reaching out with this concern and her openness to letting us make this right for her. We look forward to continuing to work with this patient in the future. 

  Customer Answer

  Date: 08/04/2023

  After my negative experience on 06/19/2023, the Office Manager, ***** *******, immediately reached out to me to address the issue. My experience with ***** was a night and day difference - she was kind, understanding and beyond accommodating regarding the entire situation. Not only was she able to locate and order the discontinued *** **** frames but ordered new lenses as well. ***** would call and email weekly with updates, as it took quite a while for the frames to be located and delivered. She also wanted to ensure I came to pick up my glasses on a day she would be in the office. ***** went above and beyond to handle the issue and found a resolution. Not only does ***** have excellent communication and interpersonal skills, but her conflict resolution methods are superb. After this positive experience with *****, I am planning on purchasing a new pair of glasses after all.
  

  
  

  Thank you,

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

• Initial Complaint

  Date:07/25/2022

  Type:Delivery 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.

  I went to Clarkson in April 15th to checked my eyes and get my glasses. It took them three weeks and couple of calls from me before they called me for my glasses. When I got there a nurse brought me the glasses dirty with fingerprints all over it. When I put on the glasses it was the same lenses I took to them. It hasn't been changed it was the same lenses I took to them to replaced the new one. They made a new appointment for me but before leaving I asked for the doctor who did my exam and they said he's no longer works there. They made another appointment to check my eyes but the day for my eyes exam they called and said that they have the correct prescription and they will call me when my glasses is ready. At that time we are in May. It took another three weeks with me constantly calling. They finally called me to pick up my glass but when I got there they said the glasses was not in and it was a mistake my the auto machine. I went back home wasting my gas and time three times. The next time they called me to pick up my glasses was in June at that time I have called many times and it still was not ready. We got in June they called me in the middle of June, I went back to pick up my glasses, as usual dirty with finger print on it, I politely cleaned it and tried it on it was the same cannot read from it the same lenses. I left the glasses there and made another appointment to have my eyes check correctly. At this time we are in July. The doctor came from another clinic and checked my eyes around the middle of July. Now it is July 25th I still don't have my glasses. I'm complaining of the lot of respect Clarkson Eyecare have for their customers. You paid them and they take their own time to render good service. I need my glasses and for them to pay me all the time I had to waste my gas and time to get my glasses. They still have my glasses and I don't know when I will get it. Please help me that is a health problem.