ComplaintsforSuccess Vision Express

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I've been to SuccessVision in ******** ******** several times. Each of my visits have been satisfactory until my last visit. I don't know what the issue is, but they are UNABLE to find my information at that location. I have talked to my insurance company two seperate times, and they have 100% confirmed my insurance is active, and it is through United Healthcare and NOT another company. This occurred last weekend, and I received a call back about my issue today with no new information. Apparently they can't even look up basic insurance information themselves and they outsource that work, yet they are unable to search for something as basic as a last name and a social security number. Why are they unable to find this, and why are they not trying to help? Your manager at the location was VERY unhelpful, and basically said "Oh well they can't find it tough luck". I would be happy to provide any more relevant insurance information. Eye glasses are a medical necessity, and I couldn't imagine being treated this way if I had an urgent need for new glasses.

  Business response

  09/25/2023

  Dispute Resolution Department,

  We received this letter in our Missouri optical location addressed to the optical manager, **** ****. This patient has never ben to the Missouri location that I am aware of, causing confusion + delay in a response. This patient has three different names he goes by. The patient's chart has ********* as his name in ******** ********, however he wrote his letter to the BBB as *****. He only gave us the last four of his SS. He gave the optical department Randy as his name on his glasses order. When looking up his insurance, I did tell him he had ******** as his vision insurance. This patient was adamant that he did not have Spectera and I continued to look for other insurances. I reached out to our insurance department, which is not outsourced and they agreed with me that the patient had Spectera insurance. The patient continued to argue with me saying he had ****** ********** ******. We are out-of-network with ******** at our ******** ******** location. I offered the patient to be seen in our Cape Girardeau location because they are in-network with Spectera. I did contact the patient and the patient said he would be back in to see us. We would never say to a patient, "Oh well, they can't find it. Tough luck." So this statement is absolutely untrue. My supervisor looked at this chart when the letter came in to Missouri and discovered the patient had given two different names. We have corrected the chart to show the patient's name as ****** as stated on his letter to you, even though his insurance provider has him listed as Alexander. I don't understand why this letter was directed to the optical manager in Cape Girardeau, when they have never seen the patient. In summarization, there are a lot of variables and untrue statements with this patient and I have not seen him back in the office yet.

• Initial Complaint

  04/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We made an appt and they did the Dr review and a bunch of tests and took me and my wife in separate rooms and did eye tests and said we both have cataracts and that we needed someone to do the surgery right away. He did the exam and we paid for the exam there and we went next door to get the glasses. My wife tried hers on and I tried mine on and I cant see either. So we went back and told them they messed up and we couldn't see. Then they told us the glasses we bought would not work until after we had the surgery. The doctor told us that my wife would see as well as I could see before the surgery but she didn't. The lady told me she would not give us a refund even though we couldn't see out of them. We are low income and finally get enough money to buy glasses and now they have sold us glasses that we cant see out of.  There is a one year warranty listed on the glasses Why would I spend $550 on glasses for both myself and my wife that don't work. They misled us and told us we would be able to see thru the prescription and glasses we bought before we had the cataract surgery. We were unaware the glasses would be useless to us. I feel they are taking advantage of the disabled and elderly. The prescription they gave us was worse than our initial prescription. My glasses also were fitted at the office but once I received the glasses they would not even stay on my face.  I am disabled and I have wasted time and money getting transportation back and forth repeatedly to their office to reach some sort of resolution, which they have offered none.  They gave my wife a refund of $280.96 but have refused to give me a refund.  I feel they only finally issued my wife a refund because their office was full at the time and everyone could hear her asking for a refund.

  Business response

  04/05/2023

  At Success Vision Express we simply produce glasses per a written doctor's prescription. This customers glasses did indeed match the written prescription when quality checked upon completion. Per the complaint, this customer does have advanced cataracts and vision improvement with glasses would be minimal. The customer had this information and chose to purchase glasses prior to the cataract removal in hopes of improved vision. Below is our Guarantee/Refund Policy which is posted in store, online, and on receipts.

  1. Your glasses will be made correctly according to your doctor's prescription and your frame selection.
  2. All glasses will receive a one year limited breakage warranty. This covers manufacturer's defects and minor repairs such as screw and nose pad replacements, as well as frame adjustments.
  3. We will remake lenses, at no charge, within 30 days for a doctor's remake - one time only. No refund or credit, will be given if there is a difference in price.
  4. No refunds are provided for the purchase of gift cards.
  5. If you are unhappy with your purchase, we will gladly exchange, restyle or issue an in-store credit within 30 days of your original purchase date (online orders are covered by 100% money back guarantee).

  This customer was not present when his spouse picked up the glasses, thus he was not properly fitted upon dispense. Also, he never sought to have his vision rechecked for a doctor's remake. It's completely reasonable that we would happily remake lenses after completion of surgery. We work with patients/customers in this way often when an RX simply doesn't provide improvement. We provide notes on the patient chart and issue an in store credit for post surgery.

  Customer response

  04/14/2023

  The doctor sent us next door to to get the frames and glasses made. I picked out frames and my wife came in about 10 minutes later to  pick out frames. Before we left the doctor told her, " with the glasses you will see as good as your husband does."  He never gave us the name to a doctor to get cataracts done. When we got home I took my glasses off and they fell off my face and I couldn't see anything. My wife also couldn't see anything. A couple of days later we went back to the doctor office and told them the glasses didn't work. My wife demanded her money back and they gave it to her. They convinced me to keep my glasses and I told them I would bring them back if they didn't work. The customer service person said once I wore the glasses I couldn't bring them back. I've never worn the glasses. We don't mind paying for the eye exam, but the glasses don't work. 

*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. ↩