ComplaintsforPearle Vision Miamisburg

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On 11/6/2023 I had a routine eye exam at Pearle Vision. I was given a copy of my prescription. When I needed new glasses in March, I used the prescription to order a pair online. When they came, my vision was very blurry in one eye, meaning the prescription was way off for that eye. I went to the store where they verified that the glasses had been correctly made for the prescription I had been given. They made me pay to have my prescription re-checked and it showed that the previous prescription was indeed very wrong. So I want my money back for the eye exam that was incompetently done.

  Business response

  04/10/2024

  Hi,

  First my sincere apologies for my delay in responding.  **** originally sent a complaint to Pearle Vision Corporate which we happily responded willing to work with her to correct her order.  Here are the details regarding the response to Pearle Vision Corporate.  We feel we have accommodated her fairly. 

  From Store Manager:

  This customer, **** *******, originally came in and received an eye exam in November with *** ********. She waited to fill the RX until last week (middle of March 2024) and made her purchase online at zenni. When she received the glasses from zenni she couldn’t see out of them. She called upset at the Dr. and I explained that “the exam is subjective, and you told the Dr. what power looked better at the time of your exam, and upon further review of your chart the Dr. notated that there are signs of cataracts and that could cause a change in the RX.” I then explained that we could have another Dr. recheck her but because it was over 90 days it would not be for free. I spoke with Dr. Landrum and he agreed to recheck the refraction at just the $22 refraction charge. She paid the $22 and got a new RX.

   

  Please let me know if you require any additional information.  Thank you.

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

  VP of Human Resources

   

   

  Customer response

  04/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  First, the store manager’s opinion on medical issues is worthless until he gets his OD degree. I know that when I had my prescription redone in March, the doctor told me the previous prescription was clearly wrong. I will go with that educated opinion.

  
  Second, I did contact Pearle Vision corporate and here is the response I got: “store management has decided to not provide a refund and feel they provided you with appropriate care and discounts.”

  
  Here are the details:

  In 2020, I had my prescription done there, and my left eye was sphere -3.5. Last fall, I had my prescription done at Pearle and *** ***** ******** wrote my left eye prescription as sphere -2.0. When I broke my glasses in March (which were giving me good vision) and needed a new pair, I used my 2023 prescription and when the new glasses arrived everything I saw out of my left eye was unrecognizably blurry. When I had my prescription redone, my left eye sphere was back to -3.25. And my redone glasses give me good vision. 

  
  For some reason, the store manager blames me for *** ********’s screw-up, and refuses to refund my payment for a wildly incorrect prescription. This is why I am complaining. Also, I have filed a complaint with the Ohio State Vision Professionals Board about *** ******** in case this isn’t the only time he’s made such a significant mistake.
  
  

  
  Sincerely,
  
  **** *******

• Initial Complaint

  11/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Oct 18th I went in to get new glasses due to breaking my old ones. I paid for insurance so I had to pay $50 up front for my copay. I was told 1 to 2 weeks. Here we are on week 3 and no glasses. I tried to call during normal business hours and always get a full voice mail. I am wearing a 3 year old script and need my glasses. I have attempted to email and messenger the company and still no glasses.

  Business response

  11/12/2022

  ********* ******* received her glasses and a recall to see how she was doing with them was done. ********* said her glasses were great! vision was very clear and she was happy with them. 

  Customer response

  11/14/2022

  
  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.  I was texted on 11/7 that my glasses were available.  I picked them up that day.  Someone called me the next day to tell me my glasses were available. I had to inform them I had them already  .  
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  12/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i scheduled a contact lense exam. when i arrived in told that the contact lense exam was $79.99 and that to fitted for contacts in office would be an additional $70. i have worn contacts provided by this company(Eyemart) for the past year and do need to be fitted again just my presciption. After the eye exam i was told that the fitting includes my contact prescription and that the exam they completed was for eye glasses which is not what i asked for nor agreed to. So i was told i can come back for a contact exam which is what i scheduled in the first place

  Business response

  01/05/2022

  Business Response /* (1000, 5, 2021/12/29) */ Contact Name and Title: ******* ***** GM Contact Phone: XXXXXXXXXX Contact Email: ********@westpointoptical.com our prices and structure are standard across the industry, for an eye exam we charge $79 (self pay). contact exam is $149 ($79+$70) this additional $70 includes the trial pair of contacts and the Doctors time to fit the contacts, as well as any time needed to recheck the patient for changes to the RX or fitting. Consumer Response /* (3000, 7, 2021/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) according to the dr who completed my exam, there were no changes. The website asks what exam you are scheduling, to which i selected contact lense exam. if you are only giving basic exams, you shouldnt be asking that question on when scheduling. i want the contact prescription that i scheduled my exam for. i had no plan to get eye glasses nor did i schedule an eye glass exam Business Response /* (4000, 9, 2021/12/31) */ Again you pay $79 for an eye exam which checks for overall health of your eyes and includes a refraction for eyeglasses, a contact RX can NOT be written without a refraction. The extra time it takes the doctor to fit the contacts, the trial contacts, and any extra time needed to see the patient. You pay an additional $70, $80 or $90 depending on the type of contact. in your case $70. EVERY doctor of optometery will charge the same way, the prices may be different but the structure is the same. again Industry standard.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on october 13t i went to get new glasses they said would be done in 2 weeks , on nov 5 i called and they said they were ready, when i went to pick up they gave me the wrong frames not the ones i gave them ... they wouldnt even take money off and they dont have my frames anymore or no clue where they are,they keep trying to tell me these are the frames i gave them but they are not even close and they wont do anything at all about it

  Business response

  11/23/2021

  Business Response /* (1000, 6, 2021/11/11) */ Patient **** *****, purchased lenses and used her own frame from our Miamisburg location on 10/13/2021. When the patient picked up her glasses she claimed that the frame was not the one she gave us to put her new lenses into. I spoke with Mrs. ***** about the order on 11/8/2021 after she picked up her glasses, I explained the frame that we put lenses into was the same frame she supplied us, and that I still have the original lenses with her RX, that matches the shape and style of that same frame. I proceeded to apologize to her, but there was not much I could do about the frame as it was supplied by her. ******* *****

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