ComplaintsforThe Vision Store

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1st Exam for Contact lens: 6/27/24 $163.50 out of pocket (fitting fee, 4 day trail lens, etc) + $59.00 billed to EyeMed. I could not see 10 ft in front of me w/contacts but *** ******** wanted me to trial them. 2nd visit 7/2/24: Told him several times, I could not see distance w/contacts. He told me I would have to sacrifice distance & that was my only option & wrote a prescription. Later, my wife spoke w/him asking why I would have to sacrifice distance because she has worn contacts 15+ yrs & never had to sacrifice one or the other. He told her his preference was MultiFocal lens & she possibly wore a monofocal lens so she could see both. Her reply to him was, **** told you he could not even drive w/these lens so other options should have been discussed at one of the 2 exams; you should prescribe your preference - you should fit the needs of your patient. He offered to re-exam my eyes; I declined 2/2 no confidence in him. We canceled the 3mo contact order & he hung up on my wife. She called back & left a message w/receptionist asking for 6/27 visit refunded since poor service was provided for both visits. It is 7/12 and no refund or response. We took the prescription to another eye facility to compare it to trial lens(6/27) - we were told both are the same script & basically over the counter readers in a contact which is why distance is an issue. This facility also told us other people have come in w/similar issues from this Vision Store! Ordering this prescription would have put me at risk while driving & possibly damaged my eyes over time. Imagine doing your daily activities w/readers on all day. He provided substandard care & made an unethical decision instead of offering other options when I told him I could not see distance & I will report this to the Licensure Board. In all fairness, he should refund $163.50 to me. I have an appointment sch w/ another eye doctor & will now have to out of pocket the exam + because he billed my insurance for it.

  Business response

  07/19/2024

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

  
  We sincerely apologize if you feel that you did not receive the best care possible.  We do our best to ensure that we provide our patients with the best care possible and offer the best vision solutions for their concerns.

  
  *** *********, you have a low amount of hyperopia, approximately +1.00 in both eyes, and presbyopia.  You requested to be fit into contacts lenses. We fit you in a daily multifocal contact lens (Freshday dailies multifocal) with high ADD power and the power you need for distance. At the time of the fitting, you were able to read 20/20 at both distance and near with both eyes. You did express some unease with your vision, and we informed you that there would be an adaptation period, since you were currently not wearing a distance prescription.  During this first visit, you paid your copays for your comprehensive exam, the Optos retinal imaging, and the contact lens fitting fee. You signed our patient history and our contact lens agreement that state exam fees, copays, and professional fees are nonrefundable. The diagnostic lenses are included in the contact lens fitting fee, which was incorrectly indicated by you on the receipt for Optos retinal imaging in your complaint. 

  
  Upon the contact lens follow up, you expressed continued difficulty at distance.  Your distance visual acuity was 20/25 in the right and left eye, but 20/20 with both eyes.   We began a loose lens over refraction -0.50 lens over both eyes, which increased your distance visual acuity, but you felt the near was not sharp enough. We then tried a modified mono vision over refraction with a minus -0.50D lens over each eye and you did not like vision in all variations we tried. This indicated that a true mono vision would not work for you either. We explained to you that we could sharpen your distance vision, but you would lose some of the near vision or we could leave the lenses as is helping you with the near vision and his distance vision a soft 20/20.  When you called later that afternoon demanding a refund on our services, we did inform you that we would be happy to refund the contact lenses that had been ordered, but our services were nonrefundable.  We did also offer to bring you back in to try to rectify the situation.  We know that seeing your best is very important and we do take your concerns seriously.  You were unwilling to work with us again to resolve this issue.  We work with many patients and successfully fit them in contact lenses and glasses regularly.   
  

  As we stated above, all copays and professional fees including contact lens fitting and testing are nonrefundable, which you did sign on your paperwork.  Truly, we wish we could have come to a better resolution for everyone.

  
  Sincerely,
  
  ****** ******* ****** ******* The Vision Store

  Customer response

  07/24/2024

  [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 as expected.  *** ******** is being dishonest about providing other options during my visit.  He discussed mono lens with my wife and told her mono lens is "NOT his preference" which is why he did not offer that option to me.  I was very clear when expressing that I could not see past the hood of my vehicle with the contacts on and the adjustments he supposedly made were no different.  No way my eye sight was 20/20 with the trial prescription on as he claims.    And the contacts he wanted me to purchase was the same prescription/brand as the trial contacts which was verified at another eye facility.    Not a problem.   I have an eye appointment scheduled with a competent eye doctor and my situation with this place of business is documented here at BBB and also the Optometry  board has copies of this information.  Hopefully, it will save someone the trouble and they avoid this business.
  
  Regards,
  
  **** *********

• Initial Complaint

  09/01/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I'm and USAF Veteran and was sent to The Vision Store for eye exam and glasses by the local VA Hospital. Initial service was excellent. However, these lenses have cracked 4 times in the last 12 months. The Vision Store has replaced them every time but this last repair (2 weeks ago), they announced that they will no longer honor any repairs associated with the purchase of these glasses. I paid $803 out of pocket for these glasses. As a consumer, I don't think its right to stop repairing lenses that constantly break. They sold me these glass and lens and I think they should honor their products and services. To me it seems like they're cutting their losses at my expense.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Today for the third time I went to the Vision Store to get my new glasses. For the third time, they made a mistake and I didn't get them. I find it impossible to believe that they could make so many mistakes. I now believe that this is harassment. First, they did not make single Vision lenses. I have gone there for years and always got these until this year. No one asked me about changing this, they just did it. This was around February. They said they would fix this. Weeks later, they said to come on This time the lenses didn't fit. At this point, since they had to remake them anyway, I asked them to put gradient brown color on them. This was at least 6 weeks ago. Today I went in and they had not put the gradient color on themI am not the most patient person, but I think even such a person would be fed up with this. Worse, the rotten person handling this tried to blame this on me and changed her story several times as to why she didn't get it right. I don't like dealing with a liar and I do need the glasses done right sometime this year. I got angry with her due to all these delays and she treated me like I was being unreasonable and was turning into a raving lunatic. It was embarrassing and degrading. I am neither stupid, nor unreasonable. I flat out asked her to say she was wrong or had made a mistake and she refused. At this point. I said this was harassment and I was filing a complaint with the BBB. She ignored this. If for no other reason, here it is in writing that I want single Vision glasses with brown gradient tint. This in case I get another bad set of glasses and she tries to blame it on me again. I am done with her lies and games. I want the job finished in a timely way. I also want $35 compensation for my time, aggravation and waste of gas money. I also want an apology, though I suppose I will never get that since this B believes that I am at fault for a near 6 month wait. I am sick and tired of racism in B*********

  Business response

  08/22/2022

  Ms. *********
  
  Thank you for informing us of the issues you have had with our services recently.  We are working as quickly as possible with your insurance lab to get the requested changes to your glasses rectified for the third time.  We apologize for any inconvenience this has caused.  We do our best to ensure that our patients are getting everything that the doctors in our office prescribe for the best vision possible.  We do listen to our patients and go over all options and we do apologize for any miscommunication that may have happened.  We will be reaching out to you as soon as your lenses arrive.  Next time we reach out to you, we would appreciate if you could come in sooner than 6 weeks as occurred last month.  Your glasses were ready weeks before you returned, this way we can rectify this quickly.
  
  Thank You
  
  A***** M******
  Office Manager
  The Vision Store

  Customer response

  08/22/2022

  
  
  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.

  
  

  This assuming the glasses are done correctly and are ready in a timely way.  Also, I would appreciate it if a third party be there when the glasses arrive,  assuming that they do.

  
  

  I will do my best to be in promptly if a third person is present.   As I told the last one, I have been afraid to come in.  There has constantly been problems (as there was last time) and interactions have been very unpleasant,  with an unwillingness to take responsibility for the constant problems.  There has never been problems with insurance before and had there not been so many mistakes,  there wouldn't have been this time either.  Since the mistakes have been on the part of Vision Store, I expect them to make it right and not blame everyone but themselves. 

  
  

  As it is, I am now 3-4 months away from needing a new prescription.  This is unacceptable.   I did delay coming in for my last pair of glasses because I anticipated another problem and nastiness, and that is exactly what happened.   

  
  Regards,
  
  ******* ********

*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. ↩