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

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  MyEyeDr.

  885 S Governors Ave Dover, DE 19904-4158

• 

  MyEyeDr

  7749 Matthews Mint Hill Rd Mint Hill, NC 28227-7598

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  MyEyeDr

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

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:11/23/2023

  Type:Order 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 for the first time and staff was helpful but waiting on glasses another deal.i emailed to ask a question they canceled my order I went back ordered again now this after I waited over a month for glasses second orde helpful again getting glasses no!!!!it's been over a month again no glasses it's going on 4months from first visit I had opportunity to go to other store wish I did but now I'm stuck wit ********************* store lousiana 

  Business Response

  Date: 12/18/2023

  Hello, ************. Thank you for taking the time to speak with a member of our patient relations department recently regarding your concerns. We are truly sorry to hear about any inconvenience this delay may have caused you. We understand the importance of having your eyewear in a timely manner. Please know your feedback has been addressed with the appropriate leadership team for future improvement. We have removed the balance on your account and provided you with a partial refund. Your glasses are at the office and ready for pick up as soon as you're available. We look forward to seeing you soon. Thank you for your continued patience with us and trusting us with your care. We truly hope for the opportunity to care for you again. Please feel free to reach out to the representative that assisted you if you have any additional questions or concerns. We are always happy to assist. Kind Regards, -Patient Relations.

• Initial Complaint

  Date:11/21/2023

  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.

  From the first day I had a problem, the contact lenses gave me a price and told me that I only had to pay the deductible, which was 15 dollars, which I paid, months later I received a bill saying that I had to pay them, I called and asked to speak with the manager explained the case and the manager of that store agreed to call me which she never did, two months later I called and talked about this case and they told me that it was a mistake and that I had given the wrong information, they never called me to tell me anything, Nor to apologize and they only tell me today that I must pay, because I have to pay for someone else's mistakes, when from the beginning they have been very unprofessional. I consider that I should not pay for their errors.

  Business Response

  Date: 12/07/2023

  Hello, ******************. Thank you for taking the time to speak with a member of our patient relations department to address and resolve your concerns last week. We are happy we were able to partner with you to reduce your bill by half for your satisfaction. Please feel free to follow up with the representative you worked with if you have any additional questions or concerns, we are always happy to help. Thank you for being a valued patient. Kind Regards, -Patient Relations.

• Initial Complaint

  Date:11/21/2023

  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 contacts for the first time from this company although I have been wearing contacts for more than 35 years. I have had problems in the past with contacts but have had good luck with ******* ***** which is what I asked for in my exam. I was given temporary contacts with a UV from the same brand and had a very bad allergic reaction. It took a few weeks to get my contacts but also could not wear contacts after this for several weeks as well.I did pick up my contacts but and saw the same box I was used to seeing not realizing they were also UV( which was not what I ordered or what is on my prescription) As soon as I realized I called the place eye doctor in boynton beach ) I have spoke to ( more than 8 times) and been given the run around but more than 5 different employees even going in person with no resolution. I have been told everything from we will reorder them ( never did ) to you have to come in person( did with no resolution) to we will call the manufacturer ( twice no one ever returned my call ) to even making a complaint with my insurance to document.

  Business Response

  Date: 12/15/2023

  Hello, **********************. Thank you for reaching out to us with your concerns. We have made multiple attempts to reach you by phone and email to further address your concerns but were unable to reach you. The manager of your local office has sent an email to you with information on how to contact ******* and ******* to discuss further. Please feel free to contact them as they would like to assist you. Please feel free to reach out at www.myeyedr.com/patientrelations if you have any additional questions or concerns. Kind Regards, - Patient Relations.

  Business Response

  Date: 12/18/2023

  Hello, **********************. I have tried reaching out to you seven times by phone and email in addition to the offices attempts to contact you as well. Per the conversation you had with the treating doctor, the ****** ***** contact lenses you were prescribed, are the same lenses and have always had the UV protection in them, the only difference is the new packaging. The doctor/office did reach out to the manufacturer on your behalf to verify this information. The manufacturer is waiting to hear from you, so that they may further assist as it is their product. The office sent you the manufacturer's contact information via email. Please contact them at your earliest convenience so they may investigate further. If you need any additional assistance after you have spoken with the manufacturer, please feel free to reach out to your local office or patient relations at www.myeyedr.com/patientrelations. Kind Regards, -Patient Relations.

• Initial Complaint

  Date:11/17/2023

  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.

  My daughter and I went in for a yearly eye exam on May 25, 2023. When I called to set up our appointments nobody from the office told me that we were ineligible at the time. I was under the impression that an eye exam was once a year, however they are allowed one per calendar year. Myeyedr charged me $405.00 saying it wasn't covered. They kept calling me and sending me bills which I thought it was covered. My complaint is that I do not feel reliable to pay for it because if their office would've told me we were ineligible I would've scheduled the appointment further out. Plus the day of our appointment I also spent around $350.00 for frames and hardware. I've never spent over $700.00 for routine vision. Also, I called the patient relations office @ ********** twice ( once in October and once in November)and they said mentioned they would look into it more and pass the information on to the Manager. I've received no response. $410.00 is alot of money for an eye exam and it's unfair because the office could've mentioned we were ineligible but they were happy to take money I really didn't have to just throw away.

  Business Response

  Date: 11/29/2023

  Hello, ********************. Thank you so much for taking the time to speak with a member of our patient relations department to address and resolve your concerns. We are happy we were able to remove the balance from your account and refund the money you have already paid. We truly hope for the opportunity to care for you again next year. Thank you for being a valued patient. Please feel free to reach out to the patient relations representative you worked with if you have any additional questions or concerns. We are always happy to assist. Kind Regards, -Patient Relations.

  Customer Answer

  Date: 11/29/2023

  [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:11/09/2023

  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.

  These people tricked me into thinking I was going to see a doctor then filed a claim authorization for services never rendered. Never Again. After being a customer for many years, I will NEVER go to this place again. Things have really changed for the worse and this latest change was it for me. I called for my normal annual eye exam and was given an appointment. I arrived at my appointment expecting to receive an eye exam by a doctor, have a prescription for new glasses (if needed) and pay my insurance co-pay. This is not at all what happened. I arrived and was told that there are no doctors in the office anymore, I will need to pay an extra $40 to have a scan of my eye and then video chat with a technician on a screen. When I asked if there was a reason, I wasn't told this when making the appointment, ****** said "No, there is no reason". Perhaps a form of bait and switch is at play here. ****** then said she could see if she could make an appointment for me at another office 45 minutes away in Chesapeake. Why in the world would anyone drive 45 minutes for an annual eye exam when there are 50 eye doctors within 10 minutes of where we are. I took off work to get my annual eye exam for nothing and now I will need to take another day off work to go to a real doctor. Professionalism and common courtesy are key customer expectations that businesses should consider when they are making profit-motivated changes that negatively impact the customers who keep them in business. I scheduled another appointment with a provider that actually has doctors providing service to patients, but this doctor can't provide my vision insurance covered eye exam because myeyedr is holding an authorization to bill my insurance company. I NEVER SAW A DOCTOR. myeyedr NEVER provided any service. All they did was misled me into thinking I was going to see a doctor at myeyeDOCTOR. Now I have paid vision insurance premiums for a full year and can't use my benefits because myeyedr is fraudulently scheduling appointments and filing false insurance authorizations.

  Business Response

  Date: 11/20/2023

  Hello, ******************. Thank you for reaching out to MyEyeDr via the Better Business Bureau. A member of our patient relations team attempted to reach out to you several times by phone and email. We have contacted VSP and confirmed no claims have been filed by MyEyeDr for any services in 2023 nor do we hold any outstanding authorizations for your benefits. You are free to receive services and materials wherever you would like. If you would like to connect with us further to discuss your feedback, you may reach out to us at www.myeyedr.com/patientrelations. Kind Regards, -Patient Relations.

• Initial Complaint

  Date:11/07/2023

  Type:Product 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.

  Spent $280 for exam glasses and contacts on 9/7/23 and I never received the contacts. I've stopped by and called several times. I'm promised a call back after being on hold forever and guess what... yeah no calls. Mysteriously the manager is never available. I did get the glasses I ordered but they gave me double vision and were completely unusable. I wish they weren't bc I'm out of lenses completely and unable to work or drive.I just called again and they said that the contacts have been there the whole time. Too bad I can't drive blind. I want a full refund of the $280.00 I spent there plus a delivery of the contacts. Additionally, it's very suspicious that the final bill ends in 3 zeros. I suspect there is a billing error too. I returned the glasses and they credited something but I'm not sure what.

  Business Response

  Date: 11/21/2023

  Hello, ****************. Thank you for reaching out to the Better Business Bureau with your concerns. Members of our patient relations team have made multiple attempts to connect with you to discuss your concerns. We are going to go ahead and process the refund for your contacts and it will be sent out as a mail check since we were unable to speak with you to confirm your card information. The check should only take up to 14 business days so please reach out to us at www.myeyedr.com/patientrelations if you do not receive it so we may assist further. Your feedback has been addressed internally with the appropriate leadership team for future improvement. We truly hope for the opportunity to care for you again in the future. Kind Regards, -Patient Relations.

  Customer Answer

  Date: 11/21/2023

  [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:
  I STILL have not received my contact lenses. They were supposed to be sent to my home address on file months ago as well as the refund. Please send my lenses to my home address immediately. I have been without corrected vision for quite awhile and am unable to drive or work.
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 11/27/2023

  Hello, ****************. Thank you so much for reaching back out to us through the Better Business Bureau. A member of our patient relations team sent you an email recently to let you know that we will be ordering a 3 month supply of contacts for you and shipping them to your residence at no cost. You should also be receiving your refund via mail in the near future. We have additionally sent in a reinstatement of benefits for your eyewear purchased with us that you returned. Those benefits will become available within the next three weeks and if they are not, please do not hesitate to contact us. Please feel free to reach out to us any time at www.myeyedr.com/patientrelations with any additional questions or concerns you may have. Kind Regards, - Patient Relations.

  Customer Answer

  Date: 12/06/2023

  [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:11/07/2023

  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.

  Our family has been going to MyEyeDr. for several years. Our adult son went for his annual checkup which is covered by our insurance plan 100%. After looking at the bill I noticed an additional $44 charge and called the office and then later escalated to a manager. The $44 charge was for a test for conditions primarily found in 40+ year old patients which isn’t covered by our insurance. Apparently, prior to seeing the doctor, the tech came in (as standard practice) and indicated that they recommend doing this test but it’s not covered so my son could agree or not. My son doesn’t remember this being explained clearly to him—that it was an additional test offered outside the “annual checkup.” Since he (and our family) don’t have a history of these conditions (and he’s in his early 20s) I feel this test “being offered” by the tech is misleading and a means to upsell a test that isn’t recommended in advance (by the doctor looking at his chart). After speaking to the office manager, this test has been done apparently since 2018 for my son. I asked for a reimbursement of the charge this year and was told that the tech made my son aware but he doesn’t recall the conversation like that. I think this is not appropriate to lead the patient (in this case a young adult who isn’t savvy with insurances) to take a test when the doctor isn’t even initially recommending it and these “screening photos” are for conditions related to diabetes, glaucoma, and age-related degeneration—all of which are more for older patients, not someone who is in their teens/late 20s.

  Business Response

  Date: 11/13/2023

  Hello, ****************. Thank you for taking the time to speak with a member of our patient relations department on Friday to address and resolve your concerns. As a courtesy, the money for the retinal imaging has been refunded and will be back in your account shortly. The rest of your feedback has also been addressed with the appropriate leadership team for future improvement. Please feel free to reach out to our representative any time if you have any additional questions or concerns. We truly look forward to caring for your family again in the future. Kind Regards, - Patient Relations.

  Customer Answer

  Date: 11/13/2023

  [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:11/06/2023

  Type:Delivery 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 appointment was in 10/26/23. I went through all the pre exam tests and spoke with the Dr over internet. Everything seemed to go well. I ordered 2 pairs of glasses. 1 - Sun glasses and the 2nd I provided a differ t pair of frames that I like much better. I received a call I. 2 weeks that my Sunglasses were ready to pick up my other glasses would be available in a few days. I am still waiting on my glasses and it is 11/06/23. I have spoken with the office and they tell Me the lenses came in cut too small for my frames and needed to be returned. That was 3 weeks ago. I am still waiting. They said maybe by 11/11/23 or the next week. I explained I am leaving town for 6 weeks and if they are not in by Friday I want my money refunded. Never have I had to wait this long for lenses to be out into my frames.

  Business Response

  Date: 11/20/2023

  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 the representative was able to partner with the manager to provide a refund on the glasses. We are incredibly disappointed about the delay with your eyewear, but happy you were able to get them Friday. Please feel free to follow up with the representative that assisted you or the manager of your local office with any additional questions or concerns you may have. We are always happy to assist. Thank you for being a valued patient, and we look forward to caring for you again. Kind Regards, - Patient Relations.

• Initial Complaint

  Date:11/05/2023

  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.

  Our family used to go to this office. After **** ** ***********, OD retired and sold to myeyedr the service went downhill. We have decided to go elsewhere. We know other families who had the same experience and left as well. This postcard showed up this past week using ********************************************** name - it is FALSE ADVERTISING - I called to ask for an appointment with **** ** and of course I was told she is not there. I asked why is her name and photo on the postcard as if she is there and they chuckled and said "well, I don't know." I told them it was false advertising and there was no further discussion.

  Business Response

  Date: 11/16/2023

  Hello, ******************. Thank you for taking the time to speak with a member of our patient relations department regarding these concerns. As mentioned, the postcards should not be an issue in moving forward. I have confirmed that Dr. ********************* has and will continue to occasionally fill in when she is near the OH office in the future. We have submitted the do not contact request for you per your request. Please feel free to reach out to the representative that assisted you in moving forward with any additional questions or concerns you may have. Kind Regards, - Patient Relations.

  Customer Answer

  Date: 11/16/2023

  "I have confirmed that Dr. ******************** has and will continue to occasionally fill in when she is near the OH office in the future."

  This sentence attempts to legitimize the false advertising campaign via postcard.  It would be interesting to note when Dr. ******************** will be "filling in" next time. I doubt that it has happened and I only think it might happen in conjunction with this and similar complaints. 

  I did have a conversation with ***********************, Patient Relations Consultant. She was very cordial, professional and concerned.

  There is nothing more to say.  I could not in good conscience check the box that complete resolution had occurred because of the above sentence. However, that there has been a pledge that no more postcards with ******************************** name and photo implying that she is available for appointments will be mailed will have to serve as resolution enough.

  Thank you for your time.

• Initial Complaint

  Date:10/31/2023

  Type:Product 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 was discriminated against because of my race and because of the fact that I have ********. I went into the Easton Md office located at ***** ******** *** Easton Md. Once I checked in **** who works the front desk came over to me and asked could I pay out of pocket and said that they do accept my insurance but she said that the insurance company has a history of not paying the money. I informed her that I have never had anyone say that to me before and that the insurance company always pays. I asked is there someone else that could assist me that is when she told me that she will be right back she went over to her desk and came back and said that everything was fine. Next my son asked could he make a appointment **** asked him to hold a minute until she finishes assisting me. Well after waiting 30 minutes and watching her help several ********* people I reminded her that my son is still waiting for assistance she then told me that it looked like him and I were having a good conversation and that she did not want to disturb which makes absolutely no sense at all. Last but definitely not least when I paid the balance due she charged my card multiple times the charges were done minutes apart for the same amount. It was definitely done on purpose. I am still waiting for my money to be refunded to my card. She completely wiped out the funds on my card by charging me multiple times. As of today I still have not received my money back.

  Customer Answer

  Date: 11/06/2023

  On November 2,2023. All of the extra charges that was charged to my account was released and deposited back on my card but still no apologies or response to the treatment that myself and my son received.