Complaints

This profile includes complaints for MyEyeDr's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MyEyeDr

  8614 Westwood Center Dr Fl 9 Vienna, VA 22182-2442

• 

  MyEyeDr.

  223 E Main St Middletown, DE 19709-1449

• 

  MyEyeDr.

  885 S Governors Ave Dover, DE 19904-4158

• 

  MyEyeDr

  7808 S Tryon St Ste D Charlotte, NC 28273-4299

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  MyEyeDr

  860 Summit Crossing Pl Ste 110 Gastonia, NC 28054-2217

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:01/17/2024

  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 had an appointment at meeyedoctor in *********. I needed an exam and glasses which my insurance covered. Before the exam they asked if I wanted to pay out of pocket for a special type of eye imaging. I told her "no, I can't afford it today". Then during the exam the doctor asked me again and I said,"no, I cannot afford it today". After the exam to choose glasses I told the lady I could not pay out of pocket and just need what the insurance covers. I received an eye exam for glasses and contacts. I wasn't told ahead of time that the contact lenses (one pair) and exam were going to cost me out of pocket. She wanted me to pay. I did not have the money. So she said she would send it to collections. I asked for a copy of the prescription she said I could get it online and then I remembered the form I signed when I first arrived stated I could have a physical copy. So I told her and she said she'd give me the eyeglass prescription but not the contact lense prescription even though she already stated she was going to send the bill to collections. The manager of the store did that. She was greedy and not nice at all. They were Not compassionate for being in the business of caring for people's eye health. I blessed her and left. So I did not get new glasses and now have to go somewhere else for them. I walked and took the bus for approx. An hour and a half to get to the appointment on time in the snow. I am a student and I have class that starts in a week as well. Also the contacts are not good either. I can't read with them. For my profession of choice I would not be able to wear them either. I need to be able to see well upclose and the contacts they gave me are not efficient. So the contacts I can't even use. And they will try and make me pay or and send to collections to hurt my credit that I've been attempting to build. Anyways so the contact's are useless for me and they should have told me upfront that there would be out of pocket cost. I will never go back

  Business Response

  Date: 02/02/2024

  Hello, ****************. Thank you for reaching out here regarding your concerns. Our patient relations team has made multiple attempts by phone and email to discuss these concerns and assist in providing you with a positive resolution. We did look into your insurance and noticed where we made an error in properly applying your benefits. We would love to assist but need to hear from you to move any further. Please feel free to reach out to us at ********************************* We look forward to hearing from you. Kind Regards, -Patient Relations.

• Initial Complaint

  Date:12/13/2023

  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.

  I purchased glass over a month and I still don’t have them. Once a week I’d call and told they will be in today or tomorrow. I requested a refund that I paid in cash and was told that I would be contacted Monday of this week and haven’t heard from them. I call no one answer the phone. I’m sick of it. I want my money **** !!!

  Business Response

  Date: 12/19/2023

  Hello, **********************. Thank you for taking the time to speak with our patient relations team today to address your concerns. Your refund has been submitted and you should receive your check(s) in the mail no later than January 9, 2023. Please feel free to reach out to our patient relations department moving forward, with any additional questions or concerns you may have. We are always happy to assist. Thank you for being a valued patient. Kind Regards, - Patient Relations.

  Customer Answer

  Date: 12/19/2023

  [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 satisfactory to me. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:12/12/2023

  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 canceled my mom’s glasses due to the delay one more extra week I requested my refund on the seventh. It is almost 5 weeks. I haven’t get my refund

  Business Response

  Date: 12/19/2023

  Hello, ****************. Thank you for taking the time to speak with our patient relations department. We are glad you were able to receive the refund for your mothers glasses. Please feel free to reach out to the representative that assisted you regarding any additional questions or concerns you may have. Kind Regards, -Patient Relations.

• Initial Complaint

  Date:12/12/2023

  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 went for repair twice in the 12 months required to complain. The problem was not fixed. I had to travel and on my return, I went again. The manager denied my complaint because passed 3 days after the year required. However, was less than 12 months after the second time that my lenses went back to be repaired.At this time, I need to explain more clearly the problem that occurs in the assembly of the glasses.Please see the picture attached.The nose framing was incorrectly assembled and the glasses were jumping while I an walking.I need to insert it by hand which is not the solution because happens again all the time. I went to my ****** optic department, they told me that the only one capable of fixing it was the original optic store. There is a very bad location of the small holes to insert the nose framing.Please authorize the store to receive the item to be repaired; I will explain carefully for the optic report. Thank you.

  Business Response

  Date: 12/19/2023

  Good Morning, ******************. Thank you for taking the time to speak with a member of our patient relations team last week to address your concerns. We are sorry that we were unable to fix the glasses in office, but happy that we were able to provide you with a refund. Thank you for letting us know that ****** will take care of the glasses directly. Please feel free to reach out to the patient relations representative that you spoke with, regarding any additional questions or concerns. We will do our best to assist you. We hope to see you again soon. Kind Regards, -Patient Relations. 

• Initial Complaint

  Date:12/05/2023

  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 have been attempting for months to resolve a bill that is in my mind fraudulent. I was seen and office 7/24 and paid for a small contact order. I on 8/23 I received a bill with no information on what the charges were for and not showing the correct amount I had paid. They showed I paid 49.30 when in fact I paid 93.30, that was reimbursed by my FSA (which is only possible with a valid detailed receipt). I have included the FSA reimbursement form. I have called the billing department as well as the office on 9/21. I was told that the employee made a mistake and that I was double charged for an order in which I already paid for. They would fix it. I called again on 10/16, was told the managers son had Covid and she would call back to follow up with me but the issues had been fixed. I received a new bill with the same information and called my eye dr on 10/7 and 10/18 again told it would be fixed and manager would call back. Recieved another bill from 11/21 this one a final notice with the exact same information on it. Spoke to Susan who stated she was the manager in 11/29, she admitted this was a previous employee mistake and it would be fixed by 12/5. I would have no balance. I called back today in 12/5 at 2 pm and was told the manager would call me back… I have seen how well that has worked for me, so I am now moving on the plan b because I do not want this to go to collections. Thank he bill is so vague that I cannot even get my FSA to pay for this bill because there is no note as to what the balance is for, because there should be no balance. Yet nobody wants to actually help and remove this massive incorrect bill. I have tried to upload the three different copies of the bill along with all of my notes but it would not allow me. Now you have my FSA receipt of payment and the one my eye doctor account statement. I can furnish the other two if needed!

  Business Response

  Date: 12/07/2023

  Hello, ******************. Thank you for taking the time to speak with a member of our patient relations department today to discuss your concerns. We are happy to confirm that the balance has been removed from your account. We have also forwarded the feedback to the appropriate leadership team for internal review and handling. Thank you for allowing us to resolve this for you and please do not hesitate to reach out to us with any additional questions or concerns you may have, we are always happy to help. We look forward to caring for you again in the future. Kind Regards, -Patient Relations. 

  Customer Answer

  Date: 12/07/2023

  [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 satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:12/02/2023

  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.

  My Eye Doctor ********************* e-mail- *********************** phone- ************ Issue- I paid for 2 pair of glasses and they have not been provided as of 12-2-23. Chronology-11-3-23- I visited the ********************************************** Mall location. I ordered 2 pair of glasses and paid for them. 11-13-23- I called*************) the *** location to determine the status. I was told the order had not been placed. It was being placed on 11-13-23 and the glassed would be ready in 10 days.11-25-23- I called the *** location to check on the status. I was told to check back in 10 business days. 11-29-23- I called the *** location to the check on the status. I was told the glasses were in process and they would ready in the next day or two. 11-30-23- I called the *** location to the check on the status. I was told they were not ready they did not have a delivery date. I asked to speak to a manager and they told me they didn't have one. I asked for a regional manager and they told me they don't give that out information. I asked how to get a refund they said they couldn't do it. 11-30-23- I called the Wormans Mill location and spoke with ******(general manager-************). She restated everything the *** location said. Then she provided additional detail that the frame had not been ordered. They had no deliver date and they did not provide contact information for customer service resolution. She declined to assist with a refund. ****** did say she would look into the matter further and call me by noon on 12-1-23. 12-1-23- I did not receive a call from ******. I called the Wormans Mill store around 2:30pm and I was told ****** was not working that day. Current status as of 12-2-23 I have paid for 2 pair of glasses and they have not been delivered.I do not have a delivery date. I have received no assistance in escalating this matter within the My Eye Doctor management chain. I have not been provided with a refund.

  Business Response

  Date: 12/12/2023

  Hello, **************. Thank you for taking the time to speak with a member of our patient relations team last week to address and resolve your concerns. We are happy you received your glasses and your partial refund. We look forward to continuing to care for you. Please feel free to reach out to the representative that assisted you in moving forward, if you have any additional questions or concerns. We are always happy to assist. Kind Regards, -Patient Relations.

  Customer Answer

  Date: 12/12/2023

  Thank you for the update. I spoke with ****** of My Eye Doctor this morning. I did pick the glasses. The vision in the left lens is off. I will see my doctor on Friday and return to the store. If the lens needs to be changed, they will do so for free. ****** will call the store tell them to expect to see me on Friday afternoon.

• Initial Complaint

  Date:11/30/2023

  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.

  I received a check from Capital Vision Services (myeyedr) in the amount of $29.00. The memo stated MyEyeDr Insurance Refund. The check was issued over 180 days so I am unable to cash my refund. I called to get this check voided and reissued. Absolutely no one was willing to help and this specific rep ***** kept referring me to my insurance company to reissue a check the provider sent me. I requested a manager multiple times. The issued is still unresolved.

  Business Response

  Date: 12/12/2023

  Hello, ****************! Thank you for taking the time to speak with a member of our patient relations department recently regarding this concern. We have issued you a new refund check and it should arrive no later than January 1, 2023 (potentially January 2, 2023 due to the holiday). The representative will contact you to make sure you received your check. If you have any additional questions or concerns, please feel free to reach out to the representative that assisted you any time. Thank you for being a valued patient. Kind Regards, -Patient Relations.

• Initial Complaint

  Date:11/28/2023

  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.

  In August 2023, I visited my local MyEyeDr office in Hamden, CT, for my yearly eye exam. My preferred optician had sold his practice and merged it with MyEyeDr. The exam went fine; I was happy with the process and went to collect my contact prescription. One of the contact lens specialists suggested I purchase the contacts directly from MyEyeDr, and I proceeded with that process.  A month and a half passed, and I had not received any contacts or communication from the local office. I spoke with their staff, who promised to investigate the issue. They discovered that the order placed did not entirely go through to the manufacturer and needed to be re-ordered. I was instructed to reach back out if I did not receive the contacts in a week. Nearly two weeks passed by, and I contacted the office again. This time, I was told the contacts were on a two-week backorder. Later, I was told the contacts had moved into indefinite backorder, and I would need to have my prescription adjusted to receive the contacts. They offered a trial lens for me to test, but I asked if they could order the contacts instead.My request was ignored, and the trial was ordered instead. I went to pick up what I thought was an annual supply of contacts and instead received the trial. After discussing this with the staff, I took the trial home and tried them. I discovered the trial led to issues with my vision when using them on the computer for extended periods. I contacted the office, and they told me I must schedule another examination.I told the office I did not want to schedule one as I was not sure my insurance would cover it and asked to have the order of the contact canceled and refunded. My local office refused to refund the order. I now have no contacts, and my insurance will not cover another exam and lens purchase.I would not trust this business for any optician-related needs.

  Business Response

  Date: 12/04/2023

  Hello, **************. Thank you for taking the time to speak with a member of our patient relations team today to address and resolve your concerns. We are happy to know you received your refund, and the request for your reinstatement of benefits has been submitted. We hope we get the opportunity to care for you again next year and we do truly value you as a patient. Please do not hesitate to reach out to the patient relations representative that assisted you today in moving forward, with any additional questions or concerns you may have. Kind Regards, -Patient Relations.

  Customer Answer

  Date: 12/11/2023

  [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 satisfactory to me. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:11/28/2023

  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 10/18/2022, I paid for contact lenses for both eyes to be delivered to my residence. After never receiving the contact lenses for 2 weeks, I contacted the business and spoke to the manager ******* who told me he would call me back in 2 hours when the store was not so busy - he never contacted me. I called several times over several months to get resolution from ******* who numerous times would promise to contact me again. Finally, in January (3 months later), ******* did look up the contact lenses while I refused to be re-contacted; ******* found out the contact lenses were no longer manufactured by the manufacturer (why were the products sold if they could not be provided???). After some back-and-forth again with the business (in the meantime, ******* left the business), I gave up with depending/trusting on MyEyeDr. I would like the payment I made for the products ($402) refunded to me as the products were never provided.

  Business Response

  Date: 12/12/2023

  Hello, ******************! Thank you for taking the time to speak with a member of our patient relations department this morning regarding these concerns. Thank you for letting us know that the new manager of your local office has taken care of the situation and provided you with a refund for those products. Please do not hesitate to reach out either to the representative you spoke with or your local office if you have any additional questions or concerns. Thank you for trusting us with your care. Kind Regards, -Patient Relations.

• Initial Complaint

  Date:11/24/2023

  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.

  This company billed me for the out of network rate in June for an eye appointment in April. I called them, I sent them the EOB and they said they would fix the problem and charge me the correct amount. Instead, the sent me another bill for an out of network amount. This if=s them trying to fleece me. They need to fix the bill to charge me the proper $80 in network rate.

  Business Response

  Date: 12/18/2023

  Hello, ****************. Thank you for taking the time to speak with a member of our patient relations team to address and resolve your concerns. We are happy we were able to get the balance on your account removed. Please feel free to reach out to the patient relations representative you have been working with, moving forward, if you have any additional questions or concerns. We are always happy to help! Thank you for trusting us with your care, we look forward to seeing you again. Kind Regards, - Patient Relations. 

  Customer Answer

  Date: 12/18/2023

  [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 satisfactory to me. 
  Thank you. 
  

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