Complaints

This profile includes complaints for Eye Associates of NM, PA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Eye Associates of NM, PA

  4411 The 25 Way NE Ste 325 Albuquerque, NM 87109-5853

• 

  Eye Associates of NM, PA

  1603 Main Street SW, Suite B Los Lunas, NM 87031

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:03/03/2025

  Type:Service or Repair 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.

  Every time that I try to order contact lenses through Eye Associates, I have to wait two to three weeks before someone responds. On February 27, 2025, I called the contact lense department to order contacts and, as usual, got the recording instead of a person. I left my information and requested that they call me on Monday, March 3, 2025 at 9:00 a.m. at the phone number that I gave them. I have not heard from the contact lense department and it is now an hour past the time that I requested. I understand that there are only two people in the department; however, timely service is better than constantly being put off by the two people in the department. I do not know if others are getting the same treatment. Do the two people in the department exist? Are they responsive to the needs of your clients? Or are they working from home and ignoring the needs of your clients.

  Business Response

  Date: 03/11/2025

  Good Afternoon,  

   

  First of all, our sincerest apologies.   Our goal is to return calls within 2 business days, and unfortunately in this instance we were unable to meet those expectations.  We appreciate you bringing this to our attention, and recognize our opportunity to do a better job in the future.  We hope you will give us another chance to provide contact lenses.   

  Sincerely, 

  Eye Associates of New Mexico

   

• Initial Complaint

  Date:10/24/2024

  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.

  Bait and Switch - I called this company in advance prior to making my appointment to make sure they accepted my insurance and to find out the total cost. I paid the $125 that was quoted over the phone at the time of my appointment. About 25 days after the appointment I get a bill for $200. Here is a little tip I learned from "Professionals" working in the medical field. When you make an appointment, run/check the customers insurance the day before the appointment. If it fails or doesn't go through, then you call the customer and say. "Looks like your insurance was declined blah blah blah. It will be XXX dollars for your scheduled appointment. Do you want to keep your appointment?"

  Business Response

  Date: 10/25/2024

  Regarding the complaint ********:

  We have adjusted the balance and we are honoring the original quote.  We will contact the patient to let him know.  Thank you

   

• Initial Complaint

  Date:09/06/2024

  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.

  On August 9, I went in for a routine eye exam. They billed my medial insurance (who didn't pay) rather than my vision insurance (who would pay) because the doctor said I have dry eyes. No additional tests were done for that diagnosis. I called and tried to get it fixed, and they tell me there's nothing they can do because they've already submitted it to my medical insurance.

  Business Response

  Date: 09/19/2024

  Dear BBB,

  Thank you for alerting us to this patient's complaint.  We have thoroughly researched the patient's concern with our doctor and our billing and coding department.  We determined that the complaint for which the patient sought care could have been billed to either medical or vision, and in this case it was billed to medical. This resulted in a higher out of pocket cost to the patient. We have pulled the claim back from the patient's medical insurance as a result of this patient's complaint, and instead re-billed the service to his vision insurance.  Once that claim pays, any overage in payment will be refunded to Mr. ******.

  We have instructed our phone team to please involve a supervisor to exhaust other options before responding with a 'no' to the patient. There are situations that give us leeway and we are happy to employ alternatives when we can. Our billing office supervisor has responded to Mr. ****** today to explain our plan for remediation and apologize for the inconvenience we have caused. We are grateful for Mr. ******'s call, which helps us to improve our services to all patients.

  Sincerely,

  Kristina S****** (Regional Director) on behalf of Tony L******, CEO, Eye Associates of New Mexico

  Customer Answer

  Date: 10/02/2024

  Verbal Response: Accepting their response. The issue appears to be fixed. I have received a notice from my insurance company and it seems they now have the claim. The business has called me but I have not had the opportunity to reply to their phone call. 

• Initial Complaint

  Date:06/25/2024

  Type:Customer Service 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 had an appointment scheduled for Monday 6/24 for a glaucoma screening, I had waited three months for this appointment, on Thursday 6/20 I received a call from eye associates telling me my appointment was going to be moved to February 2025 because of doctor shortages and people with more urgent needs needing to be seen, I expressed my concern that I had an appointment and felt like this wasn’t fair, I asked to speak to a Director, they put me in touch with Christina S****** who I was told is a clinical director, she was very nice and told me she was going to research the problem and call me the following day, needless to say she never called back, I reached out again and was put in touch with a director by the name of Michelle, she was not as friendly and offered to make me an appointment for a cataract check up as well as a glaucoma screening, she never gave me an appointment date, due to her unfriendliness and being short with me I asked to speak her supervisor, she told me it was Christina S****** and that she would have her call me, as of today I have still not received a call back from Ms S******, I have called back several times and each time they tell me they have messaged Ms S****** to call me, my eyesight is very important to me as it is to all of us, I feel like my appointment shouldn’t have been taken away from me and moved so far out, I now feel that because of expressing my concerns they no longer want to help me, all I want is to be treated fair and get my eyes administered to in a timely manner, I would greatly appreciate your help, thank you

  Business Response

  Date: 06/25/2024

  Spoke with patient today to apologize for the delay he experienced in bringing his rescheduled appt date to resolution. Explained the reason for changing his appt from its original appt was due to the specialist being pulled in to do urgent surgical procedures. This then canceled a number of clinic appointments and created a need for patients to be re-booked. Director spoke with patient on 6/20/24 and asked Clinic Manager to reach out in follow-up. This occurred but the patient was unsatisfied with the interaction and the new appt was still unconfirmed. I apologized our patient felt the need to make a BBB complaint and took responsibility for the ball drop.  I then thanked him for his patience as we worked with our specialist team to create some additional access, which took a little longer than expected. Patient has a makeup appt within 3 weeks of the original and seemed satisfied with this outcome. I believe this is now resolved.

  Kristina S****** (clinic Director) on behalf of Tony L******, CEO

  Customer Answer

  Date: 06/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:01/17/2024

  Type:Customer Service 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.

  At the Rio Rancho Office after my exam, the doctor needed to know what size of curvature for the contacts. She said it was either 8.4 or 8.8 but that my eyes looked like an 8.8 fit better but they didn’t have any trials in stock and would have to order them. I couldn’t remember exactly but I was pretty sure my previous prescription was for the more common size. She gave me a trial pair of the 8.4 size which is the most common size to use in the meantime. The doctor said if I found my old prescription was an 8.4 that I could send them a copy and she would change the prescription she gave me. When I got home I checked and my old prescription was for 8.4. I called and tried to explain that I had this size on my last prescription because it fit best. The assistant insisted that I had been given a trial pair of 8.8 and I was waiting on the 8.4. I explained it was the opposite and had to argue with her. The doctor finally called and explained the assistant was confused. I tried again to explain that I had tried the 8.8 size previously with a different doctor. She didn’t believe me and insisted I try the 8.8 size and she won’t change my prescription otherwise. I agreed to do this because they ensured me I would get them in a few weeks. It has been a month and a half and I never received a call or email in all that time. I finally got on the patient portal because they weren’t answering the phone. Come to find out they have had my trial contacts since early December. Unfortunately, now I can’t afford to drive all that way to pick them up when I know they don’t fit and they won’t mail them. They refuse to change my prescription to the size I actually need and they won’t let me talk to anyone but the receptionist. I became angry this time and now they refuse to talk to me at all. I don’t deserve to be treated like a criminal for trying to avoid paying for contacts that I won’t be able to wear because they refuse to listen to me or treat me like a human being.

  Business Response

  Date: 01/26/2024

  We reviewed this complaint with our team and compared our communications records with the patient's attestation. We have closed the loop with the patient to meet her needs which were a) to ensure she had trial lenses mailed to her home at no charge to her and b) a new prescription with her preference fit identified and mailed to her home. We confirmed she received her trial lenses at her home and a new contact lens prescription was sent out today. I thanked the patient for speaking with me and apologized for her experience with us. We're sorry the patient was unhappy and have reviewed the level of service with those involved in her care. 

  We do not agree with some of the statements made by the patient concerning a lack of communication and the plan of care. To that end, the following timeline is submitted based upon documentation in the record:

  11/29/23 patient appointment with testing indicating a new size based upon professionally obtained measurements.

  11/30/23 patient called clinic regarding old rx and contact lens size. Patient agreed to receive trial lenses and let us know if the new pair give a better fit.

  12/6/23 clinic attempted to contact patient to let her know trial lenses were in, ready for pickup. It is customary to leave them at clinic for pickup unless prior arrangements otherwise. Patient's voice mailbox was full; unable to leave message.  Sent message via e-portal same day.

  1/17/24 patient called clinic about trial lenses and conveyed displeasure about portal message and frustration about long wait. Patient stated she could not drive in and requested her lenses be mailed. Discussed request with doctor who recommended send two sets of trial lenses so patient can try both for fit and will have extra pair. Discussed with patient who agreed to this plan.

  1/18/24 trial lenses mailed to patient via **** certified mail tracking # ********************** with confirmed delivery of 1/19/24 at 6:20 a.m.

  [1/18/24 BBB complaint sent] Management team reviewed complaint and patient record; interviewed clinic team.

  1/26/24 spoke with patient who confirmed delivery of trial lenses and indicated preference is 8.4 (has always been; felt we were not listening and this delay could have been avoided.) This was communicated with our clinical team who sent out a new rx at the patient's request. I apologized for the patient's experience and thanked her for letting us know.

  Customer Answer

  Date: 02/03/2024

  Complaint: ********
  
  I am rejecting this response because: What this business is stating is not true. I could not remember the fit of my previous prescription. The eye doctor said I could call and let them know if the fit given to me on the prescription was incorrect. I checked when I got home and called. The assistant had no clue what she was doing and got my prescription completely mixed up and tried to say I was given the 8.8 fit and needed to try the 8.4 fit. This was the complete opposite of the actual situation. And that is supposed to be her job. She had no grip on reality and confused everything yet the doctor defended her and tried to gaslight me about it. The doctor then followed up and said that her tests indicated a different fit than my old prescription was better and that she wouldn’t change it until I tried both. I told her I had tried in the past and that other fit hurts my eyes and the contacts are difficult to remove. I pleaded with her to not make me go through that again. She didn’t care and said I had to try both fits. I even tried to send her my old prescription. She showed no sympathy and required me to try both fits. She said she had to order the 8.8. I requested to receive them by mail and she said they don’t allow that. They claim to have called and let me know those contacts were ready and my voicemail was full but I received voicemails from other people the same day as their portal message is dated, which I never even received until a month after they claim it was sent. They are lying to save face and keep their jobs. Why are they allowed to treat patients like this? They can lie and disagree with me but I know what they did. No amount of gaslighting and lying is going to change that. If a patient tells you something hurts them and you force them to try it anyways you are an evil person who is not trying to help anyone. They just wanted me to use that fit because they would make more money off of it if they could force me to buy it from them. I feel sorry for all the seniors and children at their mercy. This company needs to be checked into. The person who called to settle this was clearly trying to cover their behinds and doesn’t care about what happens to patients. Sounds like malpractice to me.
  
  Regards,
  
  ***** *********

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:11/19/2023

  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 had a routine eye exam at the Rio Rancho office on 9/13/23. When I checked in, I asked what the charges would be. The woman who checked me in told me that I was responsible for $45 for the refraction (which I paid that day), and that Medicare would pay for the rest. She didn't say "might pay" or "could pay", she said Medicare would pay for the rest. Yesterday I received a bill for $119.70. Did they bill Medicare incorrectly, and did the receptionist just lie to me? I think they lied to make it appear that it was not a problem, and I only found out 2 months later that Eye Associates had indeed made it my problem. This is not a trustworthy company. They care about $$$, not patients.

  Business Response

  Date: 11/30/2023

  On behalf of **** ******** we have researched this patient’s concern and responded directly to her with important information about the way Medicare processed her claim. The balance due reflects the amount Medicare has applied to the patient’s deductible. 
  

  We apologized to the patient for the check-in representative’s assertion that ‘Medicare will cover’ and have provided additional training guidance to the employee. The patient indicated understanding and thanked us for the information. She intended to check with Medicare regarding her deductible.   We respectfully believe the case should now be resolved.   Thank you,

  Sincerely,

  ******** ******** ******** ******* ******** *** ******** ******** ******* ******* *** *******
  Eye Associates of New Mexico 

  Customer Answer

  Date: 12/04/2023

  I appreciate the response from EA, and I apologize for the confusion, as it was definitely part mine.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  ***** **** *******

• Initial Complaint

  Date:06/23/2023

  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.

  see attached I bought a pair of *********** lens and a pair of frames. When I went to pick them up I noticed the frames didn't look like what I purchased and I told them before I ordered that the *********** line had to be lower then the normal because thats how I always get them. They told me that was fine. They said tecnology made it easy to get what the customer needs. I noticed right away the *********** line was right at pupil level and way to strong. They told me my prescription had gotten a little stronger so to give it a week. She also said that they had to order numbers and she seemed concerned. I told them to remove the line and give me my money back on the progressives service I would no longer have them I was asking all this before my 30 day were up.

  Business Response

  Date: 06/27/2023

  Patient, ********* ** ******, presented on 5/8/23 with glasses prescription and stated her insurance was ***** *******  Patient requested a  light frame, *********** lenses, transitions, AR coating.  Patient did not want to use a ***** ****** frame and selected a Silhouette frame, 4560 Velvet Rose,. Patient stated she had issues in the past with *********** lenses but wanted to try them again with specific measurement requests. After calculating co-payments required by her insurance, patient was unable to afford due to frame cost.  Patient then shared that she also had Presbyterian so charges were recalculated with both insurance and patient was able to proceed with purchase. 

  After receiving glasses, patient returned, very hostile, and accused associate of switching the frame which we had in stock.  Reviewed paperwork with patient to assure her that the color of the frame and style matched information on order (see attachments, 4th page notes). Patient asked to speak with manager.  Patient felt color of frame was ordered incorrectly.  Manager stated that she selected a frame we had in stock so there were no frame ordering errors.  Patient spent time looking on the Silhouette website and found the color of the frame she had wanted.  Manager showed patient that the color on the website, Velvet Rose, matched the color of her glasses and, depending on lighting, the frame could look differently.  Patient apologized for being hostile with sales associate.

  Patient presented again and spoke with another associate.  Patient complained about seg height.  Measurements were taken and seg height had been ordered lower than typical, by 3mm, which is what the patient had initially requested.  Associated offered to remake lenses but informed the patient that her reading power would basically be useless if it was lowered any more than it had already had been.  Patient was informed her prescription strength had been increased and that was probably the difference she was noticing.

  Patient returned, once again, and stated she could not see and wanted to have her *********** seg height lowered to a specific level.  After evaluating the size, again, it was determined that the height she selected would not leave enough room to benefit from her reading add power and would not work. Patient had stated, at initial time of order, that she had similar struggles adjusting to progressives in the past.  Manager suggested patient schedule a glasses check with the doctor if she wanted to have her prescription changed.  Patient declined. Patient then looked at frames and considered remaking lenses into a larger frame but did not like any of the 1200+ selection. With her husbands help, patient decided to have her glasses remade into single vision for distance only. Patient then request a refund for the difference between single vision and *********** lenses.  Patient was shown her insurance's policy, attachment page 3 lower right corner, that states her insurance will not refund applicable copayments when a patient does not adapt to a *********** lens.  Manager explained to patient that we must follow her insurance's policy and that funds are sent to her insurance for payment of products and that we, Eye Associates, are basically the mid-man for her payer.  She then kept going back and forth with her decision to remake to single vision because she had already paid her insurance copayments for progressives.  Patient finally decided to get single vision, acknowledged no refund per insurance policy and signed document (attachment 1st page.)

  Patient reached out to our Support Center via phone and requested to speak with higher up Optical manager.  Patient was transferred to me, ******* * *****, Optical Director.  Patient was requesting a refund for her *********** lenses since she determined, after a lot of information and deliberation, that she would, once again, return to single vision lenses.  I checked with our optical billing staff to confirm and I then let the patient know that her insurance company had a specific policy regarding refunds when going from a *********** to single vision and would not allow a refund.  I also explained that we, Eye Associates of New Mexico, have the same policy because the *********** lenses were still made and had to be purchased by the labs.  The patient was not happy with the reply but agreed to proceed with the single vision remake.  

  Glasses were ordered as single vision, as requested, and with the understanding that there would be no refund.  We have tried to contact patient numerous times (6/13, 6/14x2, 6/15 and 6/21) via phone calls and emails.  Patient has not picked up glasses.  All requested and allowed services, per insurance guidelines, have been performed.   

  Customer Answer

  Date: 07/10/2023

  I am rejecting and would like a full refund. If not I would like to get my eyes rechecked so I can have the right prescription. I went in several times I told them the same day that I got the glasses that they were too strong. I discussed with the lady that help me get my glasses that I needed to *********** lowered because that's how I get them so that they work for me. But when I got them that was not the case. The glasses were way too strong. The day I got the glasses I was told that the prescription was stronger and it would take time for me to adjust. So I took them home to ***** and had to go back yet again because I cannot see with them. Was told I needed an adjustment. Went home had to go back because they were still not working for me so I asked for a full refund. I was told that I would only get $81 on frames that I paid over $400 for. I was also told that I would not be refunded on the any of the transition part, the *********** lens, anti-reflective coating the lens material poly, or the photochromatic. So basically I was told that I would only get $81. And I was within the 30 day limit of where I'm supposed to be able to get a  full refund. I was then told to sign a paper that I was not given a copy of and she blocked out everything else just telling me just to sign. She told me to sign and that was the only way that she would help me. I felt pressured into ordering single visions because I was told by the manager that I was running out of the 30-day window into which being able to order the glasses. I asked to be able to get an eye exam and she wanted to have me schedule after the 30 days. And I did have an appointment two days before the 30 days but I decided against it because I was fearful of ending up losing both the glasses and the money that was due back to me thinking that I was within my time limit. I had explained to the manager that it was hard for me to be coming back and forth because I am in high my pain levels. I am disabled and I feel like I was taking advantage because of my disability. I also have a hard time with concentration. I did everything on my side I tried to resolve this and I also tried telling them since the first day that these glasses were too strong and did not work for me. They were made wrong since day one. And I talked to the district manager and it seemed like they were both working against me. And inconclusion I would like to  get a full refund just not to have to deal with them they are rude and very hostile toward me. If not I want to recheck my eyes and get correct glasses or last resort check my eyes and get correct single vision lenses with the $140 refund on the *********** part since I will not have that on the lenses themselves anymore. Thank you so much for your time and your help in this matter.

  Business Response

  Date: 07/10/2023

  Per policies, specifically HER insurance's policy on the lenses and the Eye Associates policy, which she signed, on the frame, she is not eligible for a full refund.  Prior to remaking her lenses on June 5, 2023, I, personally, recommended that she wait on the remake until she had her glasses check appointment on June 7, 2023 at our ****** **** location.  Patient stated she did not want a glasses check and insisted on proceeding with the remake, which would be the final remake her insurance would allow.  She stated she would NOT be keeping the glasses check appointment and I offered to cancel the appointment for her.  She declined and stated she would call and cancel that appointment herself.  I actually held the remake, hoping she would reconsider and keep the appointment  When I checked on June 6th, she had called and cancelled the appointment so I authorized the optician to proceed with the remake. 

  Again, the height that she requested her *********** add power be placed would not work because she would never see the benefit of the full power since there was not enough space for full blend to full power.  This same patient had considered ordering a *********** on 02/12/2021 but then changed her mind when she realized she would not be able to receive a refund if she elected to return to single vision lenses so the patient was fully aware of the process.  The form she signed was our internal document, a lab order spec sheet, with frame measurements, prescription strength and so on.  This is not a form that the patient typically signs or receives.  However, this patient was very indecisive so the optician wanted a record that the patient had actually presented in the shop and instructed us to proceed with the remake. 

  Patient did not, personally, pay "over $400" for the frame SHE selected.  The patient paid $174 and the insurance paid $265.  The patient signed our policy, attached, that states there is no refund on frame ONLY purchases, which is considered non-prescription eyewear and/or an accessory. 

  Patient was not pressured and, as noted above, she was encouraged to keep her "glasses check" appointment that was only two days away and she is the one who declined and personally called, after the conversation, to cancel.

  As far as a refund of the $140, difference between *********** and single vision, that is against the policy of HER insurance company and that debate would need to be taken up with them.  Her single vision lenses still have the optional upgrades that she requested: Transitions (grey), high end anti-reflective coating and the material is polycarbonate.   

  As I have mentioned numerous times to the patient, and referred to in the attached documents, we are the provider for her insurance and per our contract, we must abide by their policies.  I know the patient did call her insurance to complain and try to get them to help with her issue.  I am sure the patient has received their determination at this point.    

• Initial Complaint

  Date:04/05/2023

  Type:Product 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.

  Long story short. Many details. I have been using EA of NM for several years. On or about August 2022 I went in to purchase new glasses. After having three 3 lenses and none correcting my shadow and had an appointment with Dr. ***** as the North side location. after her checking my eyes she suggested I go to a new lab for the lenses and told me to go to optical and get a "FULL REFUND" I went to optical with one of the techs and was told by the manager I could not get a refund since they can only provide this within 3 months. I have since contacted ***** **** from EA and have asked for a full refund to I can purchase glasses somewhere else. I have informed him as my point of contact to make the administration aware. as of today 4.5.23 NO ONE has contacted me. I set a deadline for a response until 4.7.23. In addition to this document, if I do not hear from them, I will be seeking other opportunities, My wife and I are on a fixed income and we cannot afford to lose the almost $900.00 spent at EA

  Business Response

  Date: 04/05/2023

  Three refunds, totaling $842.50, have been processed back to Mr. ******** credit cards ($398 and $254.50 to **** and $190 to **** ******) and he should be received electronic confirmation from our processing system, ********.  A detailed message was left on Mr. ******** answering machine stating the refunds have been processed and we hope another optical, with a different lens vendor, is able to meet his expectations.  Full refunds were submitted at 1615 on 4/5/23.

  Customer Answer

  Date: 04/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ****** ** ******