Complaints

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:03/25/2025

  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.

  I ordered prescription sunglasses on 12/16/24. They called me for pickup on 1/15/25. However, they were not sunglasses. They ordered regular glasses instead by mistake. I had already purchased those from them. They admitted they messed up. I went back on 1/15/25. The 2nd time they had ordered the wrong prescription so sent back off. I went back on 2/13/25 and met with *** ******************** who confirmed they were ordering the wrong prescription and flipped out on his office staff. I went back today on the 25th and still not right so I requested my money back. *** ******************** refused to meet with me or my wife or to give us our money back. I live 50 miles round trip from their office so have been extremely inconvenienced and tried to work with them to no avail and with no concern although my whole family goes there. I will be pursuing a civil action.

  Business Response

  Date: 03/28/2025

  When the lenses were first purchased, polarization was not included in the price. Upon pick-up, Mr. ****** stated that he wanted the lenses to be polarized. As a courtesy, we ordered a second set of polarized lenses at no charge and also upgraded him to polycarbonate lenses.
  Unfortunately, the lenses arrived with the wrong prescription due to a lab error. A third set of lenses was ordered, and the glasses are now ready with the correct prescription.
  Thank you for your patiencewe appreciate your understanding
  
  

  Customer Answer

  Date: 03/30/2025

   
  I am rejecting this response because:
  

  We requested polarized glasses from the very first meeting and were quoted a price based on polarized.  However, they then tried to upcharge for polarized after the initial sales transaction and only made a concession after we refused to pay the amended price.  On the next 2 visits, the prescriptions were way off (3.25 versus 2.25).  The doctor finally agreed to check the lenses and noted it was THEIR MISTAKE in ordering and not a lab error. The final pair was still way off as I had double vision and yet again they are pushing the glasses off on me when I cannot see out of them.   I have purchased 2 previous pairs of glasses from them with no problem and I wanted the sunglasses for riding my ****** so this is so unprofessional.  This has has been going on since December and they still have my money and I have no glasses.  In reading their complaints, there is an issue with this office.  The fact that he is willing to lose 3 patients over this tells me he could care less so I need to know my next step.  Nobody is going  to keep taking time off of work to travel 50 miles round trip for a product they can't use.  I do not understand why they cannot refund the money as I clearly tried to work with them and I am not accepting a useless product that I paid $650.00 for.  

  Business Response

  Date: 04/05/2025

  We are still trying to reach a satisfactory result with the client

• Initial Complaint

  Date:01/28/2025

  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.

  On Monday Dec 2, 2024 I went in for my eye exam at 9:15am and requested readers and computer glasses for work. On Thursday Dec 5th I was sent a text message that my glasses were ready for pick up but only for my readers were ready. On Thursday Dec 12th I received another text message for my computer glasses. Went to pick them up only to return on Friday Dec 13th because the wrong lens were used. Glasses were not ready for pick up until Monday Jan 6. Tuesday Jan 7th I had to return them again due to wrong lens being used. At this point this is a huge inconvenience since I'm driving back home only to realize the glasses are NOT correct. Monday Jan 13th I spoke with the office manager to express my frustrations and advised that if my glasses were not correct on pick up I wanted a full refund. He ensured me my glasses would be correct and ready for pick up on Wednesday the 15th. I received no call on Wednesday and went to the office on Friday 17th. Office manager stated that only the owner could process refunds and he only works remote but told me to check back on Tuesday 21st. Went to the office on Tuesday and was advised the owner had not reached out yet regarding refund but there were a number of issues with other patients that needed to be addressed as well. So here we are Jan28th no updates, no glasses, no phone call and NO REFUND! I was given no TAT because it would be based on when the owner came into the office! This is not the way to do business or keep a customer.

  Business Response

  Date: 01/28/2025

  Hello, Ms. ****** picked her glasses up, at first she said she could not see, we remade them for her, and she picked them up. She came back days later saying that she could not see, we tried to schedule her for a follow up but she declined. Attached is a lab order that she signed, picking up her glasses.

• Initial Complaint

  Date:06/13/2023

  Type:Sales and Advertising 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 went to ***************** to get glasses. I brought in my own frames. I had my eye exam and they took my frames from me and said call ** when your ready to pay for the glasses to be sent off to be complete. I let them stay for Months without paying because I changed jobs and got new insurance.I called their office to speak with someone about my new insurance and they wouldn't help me at all. I decided to remove my business and go pick up my frames I took with me. When I went they were no where to be found and ****************** blew me off. I gave them my receipt from where I had purchased the frames and he refused to reimburse me. Never spoke to me and never offered to make it right. I need help with this. I can't believe a doctor would ever treat a patient this way.. I called them for 4 weeks straight to work this out and no one would help me and he would not even speak to me. I'm out the frames and money. I still need new glasses!

  Business Response

  Date: 06/13/2023

  ***************** reported to our office on 9/12/2022 for an eye exam.  At that time charges were determined for her exam and glasses.  ***************** paid nothing.  There is still a $10 exam copay balance on her account.  In the middle of clinic approximately 2 or 3 weeks ago she points in a Prada display case and claims that the frame is hers.  After researching the frame, we were able to produce an invoice where the frame in question indeed belonged and was purchased by Colletto Eyecare.  If ***************** did leave her frame somewhere, it is her ultimate responsibility.  Walking into a clinic 9 months later and pointing to a frame that you "left" may not be impossible but just seems impractical.  Not to mention that Colletto Eyecare can prove that it belongs to the business.  If you could kindly pay your balance we will be happy to provide you with a copy of your prescription.

  Customer Answer

  Date: 06/13/2023

   
  I am rejecting this response because: When I came into the office I kindly asked for my frames back. The reason I pointed to the display case is because ****** asked me what they looked like( the frames they misplaced) that's why I pointed to the case. I never said " You stole my frames ". I was the one that asked ****** to get with ****************** and see if he has a list of frames he has received from Prada. ****** got the list put it on his desk and that was that. He said he ordered those and I left it there. Mind you ****************** never spoke to me! He let ****** handle this issue. While I was in the clinic he said out loud"We need to find her frames!'I stayed in touch week after week and no response from Dr. ********************* My insurance changed and it did take me a long time to get back with them. I also started reaching out to them weeks before I came into the office to talk about my insurance change. The stafff was rude and told me I must come in person to give them my new information. This is when I decided to come in and get my frames and leave the practice!! No matter if my frames were there 2 weeks or 9months you as a practice are responsible for them! It states in brought them in and now they are gone. ****** looked in the computer with me that day that I was there and never told me I owed a THING! There again no one there is professional or communicates!! I don't need my RX! I need you to do what's right and pay me for what you guys have misplaced!!! 

  
  

  Business Response

  Date: 06/14/2023

  Sometimes when consumers shop in multiple locations confusion can occur as to where and when things were purchased.  For clarification, are you seeking the "lost frame" or money?

  Customer Answer

  Date: 06/14/2023

  I would like to be refunded for the frames. If they can't be located then a reimbursement would be settle this issue. Thank you, *************************
  
  

  Business Response

  Date: 06/20/2023

  A resolution was reached

  Customer Answer

  Date: 06/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:05/17/2023

  Type:Service or Repair 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.

  4/26/23 I went to my appointment w/ Dr. Colletto ******. Completed my eye exam and was advised that I needed bifocals. After me picking out my frames and paying for the no lines bifocals it cost me $405.00 out of pocket. On 5/8/23, I picked up my glasses and immediately tried them on. I advised the staff that my vision was blurry and I think I had the wrong prescription. While in the lobby and another guy stated that is why i am here too. I was advised to try them for 2 weeks and come back if still experiencing the same symptoms. On 5/10/23, I had to call out of work from suffering with a headache due to my prescription was too strong. During the time I was trying to deal with the headache I took Aleve constantly. Went to the doctor the same day. Took the glasses off and about 2 hours later my headache started to ease up. I called back to the doctor ****** to advise and got an appointment to come back for a recheck on 5/15/23. Went to my appointment on 5/15/23 @8:00 am. Got a recheck exam just to advise that I didn't give my eyes enough time to adjust and I could get my lenses changed to my prescription previous. (rudely by a guy ) So I advised since I paid for bifocals that I didn't need were they going to refund me for the ****** that I was billed for bifocals. He (the guy) told me no that they were going to give me a 1 time courtesy adjustment. "I asked WHY???" when I didn't need to wear bifocals? I then asked the receptionist for copies of my old prescription from previous year, the one from 4/26/23 & 5/15/23 also copy of my billing history. While speaking to the receptionist the guy kept interrupting her tell her that he was trying to help me. I advised that I would further handle my issue and left the facility.

  Business Response

  Date: 05/25/2023

  Sorry that you had such a hard time getting used to your progressive bifocals.  If it makes you feel better, you are not alone. Because not everyone can adapt to bifocals, insurance companies will do a one time adapt at no charge to the customer.  You actually paid $95.00 to be upgraded to a no-line bifocal, not $305.00.  Your insurance company dictates lens copays, makes your glasses, and collects your premiums.  They would be who you would need to contact regarding any refund or reinstatement of benefits.  Hopefully this leads to some clarification.

  Customer Answer

  Date: 05/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:04/13/2023

  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.

  I ordered glasses Nov 17,2022. I was told that if the progressive lenses didnt work out then I could change to regular bifocal. First lenses were incorrect measurements. Second lenses caused migraines so I agreed to more extensive testing to see if there was an underlying problem. I decided to drop back to straight bifocals. Those were also made at the incorrect strength due to a communication failure between the doctor and glasses department. Changed lenses to simply distance hoping to just get a pair after 3 months. Received those glasses in late March. At which time I discovered a discrepancy between my *** and what I was required to pay in the office for the February 7 exams. I have called several times and received no calls back so yesterday I went in person. Dr. ******************** demanded that I be more empathetic. ************************ informed me that there was no statute of limitations on them correctly filing my insurance and they had been very generous with me over my glasses. He added that even though he hadnt checked in the system he knew the claim had been filed and ********** was lying about not receiving it. No proof was offered to support that. I have not been provided with the information to file myself. Until I presented the *** stating the error in how they filed for the testing I was told it was all handled correctly. The entire time I have been repeatedly told to just be patient.

  Business Response

  Date: 04/28/2023

  1.  Not everyone can get adjusted to bifocals.  We obviously tried several lenses to accommodate ********************* needs.  So much to the point that our office actually paid out of our own pocket to have her lenses remade.  2.  ********************* complaints were so serious that it warranted extra testing to rule out the potential for any type of serious abnormality like a brain tumor.  3.  Finally, our office has now submitted 3 claims to bluecross/blueshield for the date of service in question.  We still have not had any correspondence from the insurance company and are not sure 100% of exactly what charges are owed to either party.  We hope that the billing issue with the insurance company will soon be resolved.  Our office wishes you and your family (whom I have examined for approximately 20 years) the best of luck in your future eyecare endeavors.  Unfortunately some issues are out of our control and cannot be fixed as they go far beyond our scope of practice.