Complaints

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• Initial Complaint

  Date:03/06/2024

  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.

  As of 1-6-2024 I took two pairs of glasses to this establishment, asking one for a new pair of sunglasses with tri-vocal lenses and one to put in a new lense in my lavender rimmed frames to be tri-vocals. As of today, 3-5-2024, I have not received my lavender frames back. I called several times and there was always an excuse. When "*****" brought my new sunglasses in two weeks, they were done so I asked her where my lavender frames were. Said she didn't know, then said they had to send them out, then she went to the back room and said she couldn't find them. I paid $555 for both pair and only one paid to wear, which isn't good because they darken, like I asked so I can't use them in the house. The last time I spoke with her, I left a message stating I wanted those glasses now so I could see but have heard nothing from her. Those frames were special and I reminded her of it.

  Business Response

  Date: 03/14/2024

  The patient came into our office on 02/06/2024 with an outside prescription. She ordered a complete pair of glasses that the lenses have transitions on. These lenses remain clear unless activated outside by sunlight. This pair was ordered on 02/06/2024 and she received that pair on 02/20/2024. She also ordered a pair of lenses for her own frame. We require that all new patients to our practice pay in full before ordering. This patient paid for everything except for $5. She was called on 02/06/2024 that she needed to pay the $5 before ordering. She replied that she would be sending a check in. She has not sent the payment. We waited for the check for a couple of weeks, but it did not arrive. We decided to work with the patient since she had paid almost all of her bill and ordered the lenses on 02/20/2024. At that time, we sent her frame to the outside lab that her insurance requires that we use so that the lenses could be fitted to it. She had ordered a slight gray tint to these lenses. We received her frame and lenses from the lab on 03/07/2024. We always inspect our orders before dispensing them to the patient. Her lenses did not pass our inspection as the lab added more tint than she wanted, so they were as dark as sunglasses. We called the lab, and they needed her frame back to make the lenses again with the light tint that the patient wanted. We sent a sample of the tint she wanted to the lab so that they would be made correctly. We notified the patient on 03/07/2024 about the issue with the tint and that her glasses would be delayed while they were remade. The frame was sent back to the lab on 03/07/2024. As of today, 03/13/2024, the lab estimates that her glasses will be ready early in the week of 03/18/2024. They will then ship them to us, and we will inspect them again to be sure that they are correct. If they are, then we will call the patient to make an appointment for her to pick them up. If they do not pass inspection, then we will call the patient to see if she wants the lab to remake her order or not.  

  Customer Answer

  Date: 03/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:I was not informed of by anyone of my glasses I asked to have tri-focals put in. She couldn't tell me where they were, first she didn't know where they were in the back room then she decided they would send them out??? I have gone without glasses except for the sunglasses and would appreciate having them back asap. As for the $5, She said I didn't have to pay that as it was her mistake. She said a lot of things but they aren't available as nothing was in print. All I want is my glasses and the frames I gave her, which were lilac. IF and When they come in, I will have an escort with me as I want someone to verify her attitude and also have been ill so can't drive right now. The sun glasses are ok, not good for computer work but great for outside. I certainly hope this will be resolved within a week. Thank you
  
  Sincerely, **** *********
  
  ***** *********

  Business Response

  Date: 03/21/2024

  At no time was the frame “lost”. It was sitting in a tray waiting for the $5 payment until we decided to send it to the lab that her insurance requires us to send it to even though she had not paid the $5. As I said before, we called her when we found out that she owed $5 and she said she would send a check. We do not waive fees that are due from the patient when insurance tells us that they owe differently than what we anticipated. Just as we will refund our patients if insurance pays more than we anticipated. She does not have sunglasses but glasses with Transitions that change to darker lenses in the sunlight. The lenses change back to clear when she is inside. She was told at the time of order that the lab would need her frame and that is why she left the frame with us. Her glasses did come back from the lab and passed inspection on 3/16/2024. She was called to set up an appointment to have them fitted. She told our technician, who called to try to schedule her fitting and remind her of her $5 balance, “Honey, that's ok. God will forgive you.” She has refused to have them fitted. We had the glasses waiting at the front desk for her to pick up with her “escort”. She picked them up on 3/21/2024 and paid her $5.

  Customer Answer

  Date: 03/22/2024

  
  Complaint: ********
  
  I am rejecting this response because: I did not refuse my glasses BUT I've heard a lot of prevaricateors in my life time & I've never had to laugh as hard as I did on these last remarks from the person that waited on me . Why did I say "the Lord will forgive her"? Because she lied the whole time. I did not have an escort, I walked into the desk, told the nice lady sitting there I was picking up my glasses, gave her the $5 envelope with a check in it, checked my glasses & they were ok and we exchanged a couple of subjects like the weather, etc and I left. Her response makes me look like a thief and a liar. That's ok, the good Lord will react for His children being ostracized. Thank you for your help and let's just put this in the drawer and hope and pray it stays in there, as it will on my end. God bless
  
  Sincerely,
  
  ***** *********