ComplaintsforClarkson Eyecare

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Location: ****************************************************************************** had a scheduled eye exam and went in there and completed it. The doctor asked me if I wanted bifocals or nearsighted glasses. I chose nearsighted glasses. The doctor informed the clerk that was helping me and they told me it would take a week for them to come in. I went in to pick up my glasses after a week and they just handed them to me instead of having me try them on. When I tried them on, I couldn&#**;t see and they said they had to send them back out and I had to wait another week. I asked for a manager and filed a complaint. She apologized and said she&#**;d call me for a follow up which she never called me. I still have not received my glasses because they did not pass inspection and it is now going to be a month since I had my exam.

  Business response

  05/24/2024

  We apologize to this patient for the length of time it has taken to provide a resolution to their concern. The district manager and the office manager and working together with the patient and the lab to expedite a corrected job to this patient so that they have the materials needed for their vision. We thank this patient for escalating this issue and for the opportunity to make this right for them. 

• Initial Complaint

  04/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On April 5, 2024, I visited Clarkson Eyecare located at **************************************************************************. I went to this facility shopping for eyeglasses for a new prescription. After searching for quite awhile, I was able to find a pair a glasses that I wanted. In normal fashion, I sat down with the salesperson to go through the procedure required to order the glasses. I gave the salesperson the necessary insurance papers in order to conduct this transaction. I knew that I wanted no line bi-focal, tier 1 progressive lens, anti glare, and gradient tint. I knew prior to coming to Clarkson that my insurance would cover the frames and the tier 1 progressive lens. I was also aware that there would be a co-pay for the remaining products. Once all of the information was covered and entered into the computer, the salesperson quoted me a price of almost $100. Since I knew what my bill would approximately be, I asked the young lady why the bill was so high. She informed me that she added a warranty to the bill. This was problematic for me because she never asked me prior to adding the charge to the bill if I was interested. I told her I did not want the warranty and had her to remove the charge. After the charge was deleted the price was $68. The amount was paid, however, still being concerned that a charge was added without discussing this with me first, I asked for a itemized bill. After reviewing the bill, I see where a Lens option UV 400 charge was added. Again this charge was added without disclosure to the customer or approval by the customer. I did inquire about this charge just to find out that they charge this to all customers and I'm assuming without disclosue prior to adding the charge. I found the service to be horrible. They don't disclose information, the glasses were late coming, I was never contacted when the glasses came in and there was no fitting when I picked the glasses up. They are rude and ignorant at this location. I won't be back.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We went to Clarkson eye care on 2/26/24 and they charged my daughter $135. for new glasses. I called them and told them it should only cost $30. The refunded the $105 for the unnecessary charges. We paid the balance of $30 in full now they are trying to charge us more money. When I called they said investigate it and to call back in 7-10 business days. I call back the lady was rude and said call back after another week. I asked to talk to her manager because she was talking very fast with an accent. She refused and said you can understand me just fine.

  Business response

  04/24/2024

  We apologize for the experience that this patient had in the office as well as her experience investigating and finding answers over the phone. We have been in contact with the patient and have assured her that her account is adjusted. We thank this patient for their feedback and for the opportunity to make this right. 

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 9,2023 I went in to Clarkson Eyecare in ********** Mo.off *************.to have annual eye exam..got it waited to get glasses in *****, ******** @clarkson in January 2024.i started to have some issues with my eyes so I went in to Clarkson for a checkup (mind you I have Lupus) they said it was dry eye..Now we're ****** 15,2024 back@ Clarkson having trouble with sight so doctor does a comprehensive eye exam and a visual field after checking my eyes again he tells me that I've been wearing the wrong prescription for months ,causing my eyes to strain and not have clear vision.i paid $501.36 in January for glasses out of pocket for a prescription that is no good..so April 15,2024 I paid $323.64 for glasses with the correct prescription.

  Business response

  04/22/2024

  We apologize for the frustration that this patient has experienced with our offices.  ********** manager for the ****** ** location has reached out to the patient with a solution to their issue. We thank this patient for the feedback they provided and for the opportunity to make this right. 

• Initial Complaint

  04/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Location: *********************************************************************** I was offered a deal through the month of April, 50% off if lenses and frames are bought together. When I came back to make this purchase, the deal was no longer offered and was given the wrong prescription. I received poor customer service with multiple staff members.

  Business response

  04/22/2024

  We apologize for the frustration that this patient has experienced with one of our Virginia locations. The office manager and district manager have been working with the patient and with our internal departments to fix this issue for the patient and are committed to assisting her in any way they can. We thank this patient for her feedback and the opportunity to make this right. 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Location: ******************************************************************* Jan. 24, 2023, I went in and got my eye exam. I didn&#**;t go to purchase any more glasses until Nov. 24, 2023. They tried to get me to get more glasses on Jan. 24, 2023. When I did order them they said it would take 3-4 weeks before they came in and paid up front. I could not see that well out of them. They told me to come back in a week if I could not see out of them. I took them back, they remade the glasses and called me to come back in. They still were not clear and didn&#**;t fit right. They told me to wear them for a week, I did this and took them back in. The rep said if I still can&#**;t see out of them, maybe they needed to do another eye exam. I was all set to go and told me the doctor I made the appointment with wouldn&#**;t be there. They told me my prescription expired and I would have to repay for the exam. I said ok. They said I would have to pay for my glasses all over again and I said why would I have to pay for them again when I paid for them 2 months ago. I told them you are billing my insurance company for another eye exam and could not believe I would have to pay for glasses again. I called the corporate office and left a complaint about this and they said someone would contact me and haven&#**;t heard from them. I would like for them to remake my glasses without having to pay for them again.

  Business response

  04/10/2024

  To Whom It May ***************** apologize for the frustration that this patient has experienced. We are comitted to working with this paitent so that she has glasses that will meet her vision needs. The Office Manager of this location has reached out to the patient and is working with her to make sure that we can reach a resolution that helps this patient. We thank the patient for this feedback and look forward to assisting her. 

• Initial Complaint

  03/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/18/2024 I went to Clarkson's Eyecare for an eye exam. After exam I decided to purchase a pair of corrective glasses plus a pair of corrective sunglasses. The gentleman working with me was new, so the office manager was helping him out. At that time the office manager knew on my ******** plan that $200 were allowed for frames and lens, I also knew that was all they would pay. So, they told me that I had to pay in full before they would order the glasses. They told me for the 2 pairs I owed $607 which I pain in full. About 10 day later they called me and told me my glasses were in went and picked them up, before I left, I said everything is paid in full he told me yes. A couple of weeks later I get an email from Clarkson's stating they do all there billing online and I can click below to see my billing statement which stated I owed an additional $100. So I called my ******** plan they said they had charged me for a level 3 lens $284 plus charged me $100 for a polycarb lens, I said what is that, I was told extra tuff lens helps protect against scratches. Then on both pairs of glasses and eye protection plan 1st pair $35 second pair $15. So I called Clarkson eyecare at first I disputed the level 3 lens $284 charge they said when you get a no line bifocal it is a progressive lens. So I agree on that but there is no way would I pay extra for a polycarb lens $100, and in all my lifetime I have never ever paid for any kind of warranty plan I do not believe in them. Waste of money. I made calls on this dispute 2-29-24, 3-7-24, 3-13-24, 3-20-24, finally they said they would have the manager of the store reach out to me, not sure what his name is but he called me on 3-21-24 he did tell me he would refund the $35 and $15 charge for the eye ware protection plan back to my **** card. I asked him several time about the $100 polycarb charge he said he went over that with me. Well that is a lie because I told him I would have never agreed to that I only ware my glasses a few times a week.

  Business response

  03/27/2024

  To Whom It May ***************** apologize for the frustration this paient has experienced with one of our Ohio locations. We have shared this complaint with the office manager and district manager of this location who have looked into the billing of this claim and are reaching out to the patient with a solution. We thank this patient for their feedback and we look forward to working with them in the future. 

  Customer response

  03/28/2024

  I have talked with the office manager at the ******* location before I filed this complaint, he told me when I ordered the glass's that they went over the poly carb lens which was not true I would never pay for anything extra as I do not wear my glasses daily. I told him I would return the glasses for a refund he said I could not do that either.  At the time I ordered the glasses the manager knew exzactly what my insurance covered for frames and lens which was $200, so before they would place the order, I had to pay in full, him knowing that why didn't he charge that $100 at the time of ordering. So now they are sending me a bill for it.  I would like the $100 charged adjusted off my bill or let me return the glasses and they can make a new pair for me without the poly carb lens.   No one has reached out to me regarding this issue

• Initial Complaint

  03/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Location: *****, ** I put down a deposit of $40.39 to pay the rest when the glasses were ready for a total of an additional $7.06. They reached out claiming I owe an additional $127.96 because they did not bill my insurance the appropriate amount.

  Business response

  03/19/2024

  To Whom It May ***************** apologize for the frustration that this patient is experiencing with their account. The office manager of the location this patient visited has reached out to this patient to explain in detail her account and insurance benefit, making the patient aware that the overage falling to her is patient responsibility after her insurance claim has processed with her company. We thank this patient for their feedback and look forward to working with them in the future. 

  Customer response

  03/19/2024

  BBW! On January 24, 2024 I went into this facility to get eyeglasses. I already had my prescription so I didnt need an exam. The young lady who initially assisted me @ the front desk had long black hair & was new. She quoted me an incorrect price. I askd if someone else cld assist me & another Woman, LM ******** did. After I picked out my final glasses, Versaces, she ran my insurance And My Aetna Flex Pay Card. She told me my balance who be $47.45 After Insurances Paid. I gave her $40, left an unpaid balance of $7.06. She wrote the balance I owed on the bottom of my invoice & initialed it LM. She told me I cld pay when they call me to pick up my glasses. On February 07, 2024, they cld me to say my glasses were there/back & I cld come pick them up. I went right over. LM was busy with a Customer. So the new lady @ the front desk, thin w/long black chkd me out. She tried to ring up a different balance and I caught it b4 I gave her my Debit Card. I showed her my signed invoice with balance of $7.06. She Cancelled that transaction & started over. I show her again my invoice where ** wrote, initialed what my final balance was $7.06. W/LM assistance she ran my card for $7.06 and wrote it on my receipt as well. I paid in FULL. I kept my new glasses on my face & left. (You cant pickup your glasses until your balance is paid in full ok). To my surprise I recd a bill on Mon March 18, 2024 for $127.96. I went back in to talk to LM, ********. She was absent. Their Office Manager ******* assisted me with my concerns. She told me a bogus story that They Initially Underbilled **************** for my glasses. I told her thats not my fault I did my part. I Paid In Full, had proof of my receipt, invoice w/amount owed on the bottom & initialed by LM. For $7.06. She reviewed it all & didnt care & told me I still owed this outrageous charge. I askd for all my documents-paperwork back. She gave it to me. I told her I wasnt going to argue with her. I felt like this was a Bait/Switch Issue w/them & I was calling the BBB to file a complaint. I went home and cld the BBB, per *****, this business has a F Rating with them. All of the Missouri Locations have a F Rating. Review photos attached plz..

  Customer response

  03/21/2024

  I called today 03/21/2024, talk with ELLE first then was placed on hold then spoke to ******, who told me to DISREGARD the bill I received from them for $127.96 because she was going to resubmit it to my insurance company. She told me to give it 30 days because their billing department is behind/slow. She said for now, I can disregard the current bill I received of $127.96 & until they have received her request for an adjustment they will continue to bill me but disregard this bill & wait for them to reprocess the adjustment bill. I have submitted 2 audio tapes for you all to review. 

  Customer response

  03/21/2024

  Please ***e:

  The name of the Woman who I spoke with on 03/21/2024, in which I provided you with an audio recording already. Her named is LILY *** ELLE. Thank you.

  Customer response

  03/22/2024

  Complaint: 21448410
  
  I am rejecting this response because:
  
  The Office Manager didnt reach out me, instead I called this business and spoke with ***** then ******, who told me she noticed a billing error on their part and is having an adjustment claim resubmitted to my insurance carrier. She informed me adjustment claims can take up to ***** days to reprocess. She said I would continue to get a bill for $127.96 until the insurance company reprocesses her/the adjustment claim. She told me to disregard the bill and wait for the adjustment claim to process and Ill a new Explanation Of Benefits In the mail. She also acknowledged I have 2 insurances, EYEMED $400 Limit and AETNA PAYFLEX $300 Limit. She also acknowledged I paid my balance in full for $7.06.
  Sincerely,
  
  *************************

  Customer response

  03/22/2024

  Please see I do not accept their response and my reason for doing so has been submitted and here are 2 audio files that support my complaint. 

  Business response

  03/27/2024

  The District Manager of this location has attempted to contact this patient in order to reach a resolution. We look forward to working with this patient toward a resolution. 

  Customer response

  03/30/2024

  Complaint: 21448410
  
  I am rejecting this response because:
  
  I too have contacted the district manager ***** twice both at the **********, ** location and at the *****, ** location and have left several messages for her at ******************. I asked her to please return my calls at ************. I was told by ****** at the ************* she was resubmitting their adjustment bill to my insurance company for reprocessing. It would take ***** days. In the meantime for me to disregard any bills sent to me showing the current balance of $127.96 because I dont owe it. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  pd in full on 1/2/24 and now they keep sending bills and wont take my call to resolve it. for glasses , before they had me go thru eye surgery which i dont think i neededl it because it didn't help at all, was just for the moneys which when i needed new glasses they expired my insurance and had to wait for the year.

  Business response

  03/20/2024

  To Whom It May ***************** apologize for the frustration this patient has experienced with her claim. The office manager of the location has reached out to this patient and the patient is working with her insurance company and the office to resolve this issue. We thank this paitent for the opportunity to assist and look forward to working with them in the future. 

  Customer response

  03/22/2024

  insurance told us there is no copay, and we paid our part and should be done , they said dont worry about it. also we got a reciept showing it's paid for that day with a balance of 0;00, today we got another bill for ***** , 3/22/2024 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Had yearly eye exam on 1/30/24- paid $90- ordered Trials still have yet to receive, spoke to someone over 2 weeks ago said they didn't show they were ordered and placed a order said they would put a rush order in and delivery to my home- well its March 5th and still NO Trials, left a voicemail last week/ No Return Call or any call regarding anything tired of wasting my time just want to go elsewhere at this point and get contacts so I can see

  Business response

  03/12/2024

  To Whom It May ***************** apologize for the lack of communication to this patient. The office manager of this location researched this patient's accoun and reached out to the patient to address her concerns. There was a setting in this patient's chart that inhibited her ability to receive notifications of materials in the office that we have since changed. This patient does have materials ready at the office for pick up and has been made aware of this error, as well as the steps we have taken to ensure this does not happen again. We thank this patient for her patience and her feedback, as well as the ability to make this right for her. 

  Customer response

  04/15/2024

  Office Manager never called and explained anything, nor apologized for the hassle this has been. The only call I got was your contacts are in- even though they said they were going to ship to my house. Clearly there is new management and lack of customer service and communication at this location now. After I get my new contacts, I will be looking at going elsewhere- too much dishonesty and lack of customer service. 

*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. ↩