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:11/18/2024

  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.

  atlantic vision partners are trying to collect for a bill I do not owe I have told them about this but they continue to harass me they do not answer their phones so that I can talk to a live person I think it is a scam

  Business Response

  Date: 11/26/2024

  Mr. *****,

  We apologize for any inconvenience of not being able to reach a member of our billing department to discuss your bill. We appreciate your feedback and are working to help resolve this issue for you. 

  We tried contacting you by telephone today to review but were unable to get in touch with you. We are actively looking into the claims associated with your account and have temporarily put a hold on any statements until we find out more information.

  We would like to connect with you as soon as possible to review this in detail and come to a resolution. Please contact us at *********************** at your earliest convenience.  
  

  Thank you!  

  Customer Answer

  Date: 12/05/2024

  atlantic vision partners is trying to charge me for a bill i do not owe i spoke with someone there and they told me their supervisor was on vacation and they would contact me when they returned so far they have not it seems like they are trying to dodge me i left a phone # ************** they have to leave a message so i can return their call i already have a complaint filed #******** i received a e-mail saying that the bbb had closed my case atlantic vision partners still have'nt called me back

  Business Response

  Date: 12/16/2024

  Good Afternoon,

  The Director of Compliance contacted Mr. ***** and his wife on 11/26/2024 and advised that their complaint was being reviewed and that our VP of ************************ would be contacting him back the following week since she was out on vacation. Mr. ***** was contacted on 12/6/2024 by our VP of ************************ after she returned from vacation and reviewed his account thoroughly. Mr. ***** was complacent with the outcome of their conversation and agreed to the 50% discount offer for both accounts that had a lingering balance. 

  For any additional questions, please contact ***********************. 

  Thank you!

  Customer Answer

  Date: 12/17/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ***** *****
  
  
  
  

• Initial Complaint

  Date:07/01/2024

  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.

  Request an immediate refund. On June 10, 2024, I completed a vision exam at ****** and ********************** (DMO) which is partnered with Atlantic Vision Partners. Also on June 10, 2024, I ordered frames and glasses. Ater careful thought, I called DMO, on June 10, 2024, and no one answered the phone to allow me to cancel the transaction. On June 11, 2024, in the AM, I call DMO Appointments and was told that if I would have called June 10, they could have canceled the transaction. I requested the new frames and lens be canceled before they sent them out. I was told a refund takes a long time. In working in accounting all my life, their (AVP) process is to retain money for as long as possible - it is the reverse of collections after 90 days which results in investment revenues from cash flow.I have contacted AVP, June 24, 2024. The telephone VRS (Voice Response System) gave an option for Billing but when chosen they pick up the handset and hangup. I called back and instead chose AP (Accounts Payable) and spoke with ****. **** was kind enough to send an email on my behalf to the person/department who handles refunds. As of today, July 1, I have not received a response.I Would like the refund for the canceled order to be refunded to my original payment method asap. I do not wish to receive a check that takes another week to mail (possibly) and another 5 days to clear the bank. Again, revenue stream and cash flow at my expense. Thank you

  Business Response

  Date: 07/10/2024

  Good Afternoon,

  The manager at ****** & ******* along with a member of our accounting team were happy to work with you to get your issue resolved in a timely manner. 

  We have issued a check to you, the patient, on 7/3/2024, as we are unable to refund your credit card after the date of service has passed. The check number is #******. The check was issued with the amount of $409.30 since you decided to keep the second pair of glasses. Please know that the manager at ****** & ****** is happy to help assist you with any further questions regarding your glasses pickup with you. 

  Our ****************** is very responsive to all calls. Please provide the number you dialed so we can further investigate your concern.

  We appreciate your patience. 

  Have a great day. 

  Customer Answer

  Date: 07/10/2024

  Thank you - The number I called at AVP was listed on your ************ and selected Billing option.  It rang, someone picked up the receiver and then hung it up.

  I received the stated check today.  I will be returning to **************** but am considering other establishments to make future eye wear purchases / prescription updates.  This process was most likely resolved due to the BBB complaint.  I have worked in accounting all my life - refunding a customer on their original payment method of a credit card does require 'reconciliation' of merchant statements from your accounting department.  Choosing not to do partake in that process puts a burden on the customer's dime.  My appointment and eye wear order was June 10, 2024.  Today is July 10, 2024 in receiving a refund.  The refund could have been issued June 11, 2024.  

  I will mention DJ, at ******************** office, was very helpful in following up with me as to the status of my refund. 
  

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

  
  

• Initial Complaint

  Date:04/17/2023

  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 started receiving a bill from Atlantic Vision Partners April 15, 2023 concerning an outstanding bill that I owed totaling $344.00. My last eye exam was roughly almost 2 years ago. The place I went to is in *******, ** of which was covered under insurance.

  Business Response

  Date: 04/28/2023

  Thank you for your message. From looking at your account, your ********************** insurance did not cover your visit in March 2022 due to your medical diagnosis. Unfortunately, there was no medical insurance on file as an alternative which pushed your account to patient balance. Due to our system not notifying you of the denial sooner, we have reversed your charges and you no longer have a balance due. If you have any additional questions or need assistance, please call our office. 

• Initial Complaint

  Date:01/12/2023

  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 went to **************************************** on October 26th 2022 for a annual check up which is covered under my insurance. The receptionist was very rude and would not listen to me when I told her she had to run all of my insurance cards. She said I had to pay a $20 copay which I paid in cash out of my pocket. I later received a bill from Atlantic Vision Partners through text message. I contacted my insurance provider and told them about it and they said I should not have paid anything and I need to get a refund. I walked into ****** eye center on November 31,2022 and told them everything and they resubmitted the claim for the refund. It is now January 12,2023 and I have not seen or heard anything from Atlantic Vision Partners. I have tried to call them and left several messages with no return phone call. I can not get in touch with them at all.

  Business Response

  Date: 01/24/2023

  Thank you for bringing this to our attention. After reviewing the account, the patient only had one vision insurance plan on file. We tried to contact the patient on (12/1/2022) to get the second vision policy information, but voicemail was not set up. We were able to obtain the information from the Versant website under the spouse's name. Unfortunately, without patients giving us all of their insurance information, we are limited in our ability to remedy any billing conflicts. We have submitted an urgent refund request to our A/P department for your $20.00 and we do apologize for the poor experience you had with our office. If you need additional assistance, please feel free to reach out to me directly. 

  Customer Answer

  Date: 01/26/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. Although this company told 3 lies in their response. They never tried to call me on 12/1/2022 and my voicemail was working at the time. I am not married so there is no way they could have gone through my spouse. I do want my $20 back immediately. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *******************