ComplaintsforMyEyeDr

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  07/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Safety glasses never received and instead of showing me the lower cost eye glass frames the receptionist sent me over to the designer frames that cost so much more. Because I did not purchase glasses from them they have failed to give me my safety glasses that was paid for by my employer. Shady group over there off of Norland avenue

  Business response

  07/18/2023

  Thank you for giving us the opportunity to reach out to you about your concerns. We never meant to make you feel that you were not welcome to pick up your safety glasses once they were ready. As we discussed on the phone,you are welcome to pick them up any time. 

  Thank you,

  Patient Relations

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 06/29/2023 I visited MyEyeDoctor's office at **** *************, Cary, NC *****. The doctor did not care about answering my questions. She was unhappy that I declined multi-focal contacts and gave me the wrong prescription for the contacts. This is even though I asked to prescribe everything the same as I had last time and checked before I left to make sure I was getting the right prescription. I realized I had the wrong contacts after leaving the office and could not see well. On 06/30/2023 I had to return to the office to order the right contacts (they could not do that over the phone). After much discussion, the manager agreed to order the right ones. On 07/12/2023 (after receiving a text message that my contacts have arrived) I went to the office to pick up both my contacts and new eyeglasses. However, I was told that I had to bring back the old (wrong) contacts before they give me new (correct ones). I said that I needed correct contact lenses now and besides, no one told me that before, and that information was not included in the text message I received. Moreover, since my eyeglasses were also incorrect, I said that I will bring the old contact lenses when I come back to pick up my eyeglasses. But, the manager, *******, refused. She humiliated me in front of other customers saying that she will not give me the contact lenses before I gave her the old ones.So, to summarize, the doctor prescribed the wrong contact lenses. It took me another visit to the office to order the correct ones. I waited for the correct ones to arrive for almost two weeks and when they did, and I had to go to the office the third time, they refused to give them to me. For this "service, "I paid $624 and they charged $619 to my insurance. I request reimbursement of $1,243 because I will need these funds to get new eyeglasses and contact lenses somewhere else.

  Business response

  07/19/2023

  Thank you for feedback. I am happy to see that you were able to work with office leadership about your refund. As a courtesy we refunded you your out-of-pocket cost for both services and materials and your insurance benefits have been reinstated.

  Thank you,

  Patient Relations

   

  Customer response

  07/25/2023

  [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

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have bought a few pairs of glasses from My Eye Dr., *********************. They always sell the insurance stating that if they’re damaged they will be replaced and, if lost, they will sell you a replacement pair at half off. Unfortunately, I lost my sunglasses that I bought a few months ago. I bought new sunglasses and eyeglasses at the same time after getting my eye exam there. When I went back to order a replacement I was told that they only give half off full retail price. I explained that no one has ever explained that. When they are trying to sell you the policy, they just tell you if they’re lost you can get a replacement for half off. No one pays full retail for glasses to begin with! So, I was told the replacement pair would cost approximately the same price I paid for the first one. If this is the policy, OK, but when it’s not explained beforehand I feel like it’s a bait and switch. The lady just said, Yeah, well, that’s the way it is. Well, if that’s the way you want to treat your customers, then you can go and find a new one. Very disappointed!

  Business response

  07/24/2023

  Hello, ******************. We are saddened to hear about any potential miscommunication regarding the replacement of your lost lenses under warranty. We appreciate you taking the time to speak with our patient relations team as well as the upper leadership team of your local office last week and understand your wishes to decline our offer to take steps to make this up to you. If you change your mind or would like to discuss this in the future, please reach out to us at www.myeyedr.com/patientrelations so we can assist. Kind Regards, -Patient Relations.

  Customer response

  07/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  One person called me from My Eye Doctor and she made a slight offer which I told her it wasn't fair versus how they stated their warranty when buying the glasses. She said, okay, let me check and see what else we can do and Ill let you know.  I never received a callback after that one time. 
  
  Regards,
  
  *************************
  

  Business response

  07/31/2023

  Hello, ******************. Thank you for speaking with the General Manager of your local office today regarding your concerns. We respect your decision to not take us up on our offer to resolve the warranty issue with a no charge frame replacement and 50% off your lenses. Please know this offer is here for you if/when you would like to utilize it. We appreciate you being a valued patient and hope for the opportunity to care for you again in the future. Kind Regards, -Patient Relations.

  Customer response

  08/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  The lady called back after I said no one called back as promised. She asked if I changed my mind on what they previously offered me, which of course I said no. I then said, you were going to see about doing something better to resolve the issue. She said, oh, yeah, we cant do anything else.  I said fine, but I'm not buying anymore glasses for myself or family from MyEyeDoctor.

  That was the full extent of the call.

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

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 6/28/20213 ****************** conducted a diabetic eye exam, as recommended by my primary care physician ************************. I was charged a $30 co-pay. Upon checking with **************** I should not have been charged a co-pay. ***** called the provider to advise them but they refused to refund the amount. I asked that ****************** call me but he has not. I reported the issue to myeyedr. customer relations but they have not responded. I have done everything possible to resolve this issue and now request your assistance.

  Business response

  07/24/2023

  Good Morning, ****************. Thank you so much for taking the time to speak with our patient relations team this morning regarding your concerns. We are happy we were able to straighten out the insurance issue and provide you with a refund on your copay. Please feel free to reach out to the patient relations representative any time in moving forward with any additional questions or concerns you may have and we will be happy to assist. Thank you for being a valued patient and we look forward to caring for you again next year. Kind Regards, - Patient Relations.

  Customer response

  07/27/2023

  [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

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to MyEyeDoctor about 4 weeks ago, got my eyes exam and was offered glasses for $350 which would fit my needs and add ons like my previous glasses.This was a good offer so I accepted.I received my glasses and wasn't able to see anything either right or left.I returned to the MyEyeDoctor and was told that I received a minimum of what is necessary for my eyes, to keep the costs down as I dont have insurance.The employee admitted to me that he did not make me aware of this.Now MyEyeDoctor is charging me over $200 more to correct this problem and I have full functioning glasses.This is defrauding patients by not informing about the cut downs on their work and then in the aftermath charging almost the same amount again to correct the problem. At this point I don't have a chance but to accept their upcharges.Please step in here immediately as this probably happens to more patients then just me.

  Business response

  07/21/2023

  Hello, **************. Thank you so much for taking the time to speak with our patient relations department to address your concerns. We are happy we were able to get you in for a recheck on your prescription and the new and improved lenses ordered based on those findings. As mentioned on the phone, we are happy to further assist in any way, please do not hesitate to let us know if you are in need. We look forward to seeing this through with you and thank you for being a valued patient. Kind Regards, - Patient Relations.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was seen at my eye Dr **** ** ************** on 6/13/23. They failed to inform me that my contact fitting wasnt covered by insurance until AFTER my visit. I called my insurance, the office reimbursed me and 6/28 I went to pick up my new frames and by 7/5 while putting them on they completely snapped causing the frame to fall out. I called the providers office and they were beyond rude telling me basically they wont do anything unless I pay out of pocket for the full amount of the frames. I also received a letter in the mail from their office stating they are now refusing to pay for my entire visit along with my frames and contact fitting due to not being within network (which they are). I work in healthcare and they are not telling their patients upfront that they will have costs accrued for services when being seen until after the visit is fully completed. This is completely unacceptable and Im hoping something can be done about this office. My insurance informed me this is not their first problems with this specific eye doctor and not only at this location. Thank you for your time!

  Business response

  07/21/2023

  Hello, ******. Thank you for taking the time to speak with our patient relations department as well as your local office to address and resolve your concerns. We are happy that we were able to order you a new frame to replace the broken one. We are also happy we were able to write off the costs for your contact lens evaluation as a one-time courtesy. Thank you for being a valued patient. Please feel free to reach out to the patient relations representative you have been working with or the local office directly with any additional questions or concerns you may have and we will be happy to assist. We look forward to caring for you again. Kind Regards, - Patient Relations.

• Initial Complaint

  07/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an appointment on June 12 for an eye exam, I gave the people at the front desk my insurance card and filled out the paperwork and they asked me to have a seat to wait for my appt. Went through the exam, was told my eyes were healthy and fine, prescription had not changed since last visit. I have dry eye but had to ask the doctor what I could do to help with that. He told me get eye drops and use them a lot. Stated I should get new glasses since I hadn't replaced them for 2 years. Went to the front, picked out frames that they said would be covered by the insurance, started to give me options for glasses, then said :oh. your insurance won't cover my visit, exam fee will be $259 since my last exam was in August of 2022. My son also has had appointments at this location and was told by them when he went that his insurance wouldn't cover since it hadn't been a year yet. They never told me my exam would not be covered and I wouldn't have had it done if I thought I would have to pay out of pocket full price. I told them I certainly wouldn't be getting any glasses that day and it didn't make any sense not to mention it.

  Business response

  07/17/2023

  I appreciate you giving us the opportunity to correct this with you. I have reached out to office leadership and a refund has been processed. Again, we apologize but greatly appreciate your feedback on how we can provide a better overall experience.

  Thank you,

  Patient Relations

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 16, I went to Chantilly, Va. MyEyeDr & was greeted by a very pleasant young woman, ****. I gave her my RX , chose the frame, & asked about gradient tint to the eyeglasses. She assured me that it is done but did not have any samples in that store-she didn't really know why but assured me it's done. I'm a teacher & read, grade &decipher essays, charts, forms, etc. every day for all of my students. I had been experiencing eye strain and headaches recently, and that prompted me to visit the ophthalmologist. I was given this new , much stronger prescription. I've worn tinted glasses for years as it helps with glare, focus and more. I showed **** an old pair of mine, filled at a different MyEyeDr ( a few years ago) w/ the tint I liked. **** asked if she could keep the pair to show to the lab as that would be helpful. **** added this note to the receipt. She informed me that at the latest the glasses would be in by May 29-30. I paid my balance in full ( $509.00). Per ****. MyEyeDr no longer allows a patient to pay 50% & the balance on pick up. Again. I left my old pair with **** who kindly assured me they'd be ready by May 29-30. On May 31st. I received an email that the glasses arrived but they were not what I ordered, I should come in to check that the rx was correct. I did go to the store - see the photo attached. It was suggested I use them as sunglasses. ?? How could the lab look at the pair of glasses I left with ****- who delivered them w/ the order to the lab, and create this pair of sunglasses as filling the order?? She shook her head. Again, **** said she'd go back to the lab, etc. & follow up. I have had weeks constant eye pain, can't function indoors, my ins. won't pay for a 2nd pair. Still no glasses! Today is June 23. Corporate # ###-###-####-no one to speak w/ Patient Rel is a link form( submitted -no reply).I don't have glasses to see indoors! Pls see my requested resolutions. I can't live and see properly. Thank you!

  Business response

  07/14/2023

  Hi, ****. Thank you for speaking with a member of our patient relations team as well as the manager of your local office and allowing us to address and resolve your concerns. I am happy you have received your glasses and they are just right. We are processing a partial refund back to your original form of payment today and you will see that in your account by next Friday at the latest. Please feel free to reach out to the representative you worked with at any time in moving forward if you have any additional questions or concerns. We are always happy to assist. We look forward to caring for you again in the coming years. Kind Regards, -Patient Relations.

  Customer response

  07/16/2023

  [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. 

  One part of MyEyeDr 's statement that the eyeglasses are " just right"  is incorrect. The tint l had ordered and provided a sample of with my own old pair of eyeglasses was not created. This is a much lighter, barely there tint but there is a tint. Having waited almost 2 months, l'm agreeing to this outcome. 

  I will look for the 30% refund placed in my account as promised.

  I sincerely thank **** at the MyEyeDr store location and ****** in Patient Relations for their assistance. 

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

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came for an eye exam and prescription. When I check in, they told me that my exam is covered by my insurance, I only need pay copay for 10$. But when I finished that exam, they told me that I had an exam last Dec and cannot use my insurance this time. They charged me 99$, so additional 90$ out of pocket expenses for me.

  Business response

  07/07/2023

  Hello, ************. Thank you so much for reaching out to us to make us aware of your concerns and allowing us to address and correct them. We have refunded the difference between the self pay cost and what would have been your copay cost back to the original form of payment. A member of our patient relations team emailed you with a copy of the receipt and additional information. Please feel free to reach out to them any time in moving forward if you have any additional questions or concerns. We are always happy to assist. We look forward to caring for you again next year. Kind Regards, -Patient Relations.

*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. ↩