ComplaintsforSexton Vision Group

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  07/20/22 My glasses frames were so damaged after all the adjustments, I had to get new glasses so I had my second exam by ************************* O.D. Once again, I had the same reaction to the new prescription. Head ache, light headed, and nausea soon after I put the glasses on. I still believed what ************************* told me in 2020, it was my eyes causing the problem.I had a different Optometrist exam my eyes and check my prescription. The first thing I was told is, This is not your prescription. You do not have astigmatism in both eyes. 11/10/2022 I made an appointment with ************************* for a re-exam and get new lenses with the correct prescription. At my appointment time, he refused to see me and sent his assistant out to get me out of the office.His assistant argued again and again it was not the prescription and that I had to get the cataracts removed. The assistant humiliated and demeaned me by telling me I needed to get medical insurance. I was made to understand my presence was not appreciated and argued again and again it was not the prescription and that I had to get the cataracts removed. 07/20/22 The result I cannot afford medical insurance. My sister who is also a senior citizen and is retired found the finances she could use to pay for my eye exam and glasses. It was a wonderful gift for the year. If ************************* refuses to replace my lenses with the correct prescription, he owes my sister the $593.00 she paid for my lenses. I emailed several times to Pearle Vision/Sexton Vision Group to try to make them understand, I need the lenses in my frames replaced with the correct prescription. The answer is always the same get the cataracts removed new lenses will not help you. They are basically saying I do not deserve to have the correct prescription in my glasses unless I have a surgery.

  Business response

  07/24/2023

  Dear Resolutions Specialist,

  
  Thank you for bringing the complaint regarding ********************* to my attention. I apologize for the delay in response. I have carefully reviewed the details of the matter, including the customers statement of the problem.

  I acknowledge the importance of addressing customer concerns promptly and providing appropriate resolutions. Therefore, I assure you that I will personally investigate this matter further and communicate with ********************* to better understand her needs and expectations. It is my intention to find a satisfactory solution that aligns with our commitment to customer satisfaction. I appreciate your patience in allowing me the opportunity to address this complaint. I will make it a priority to respond to ********************* directly.

  Thank you for bringing this matter to my attention, and I will take the necessary steps to resolve it promptly.

  
  Sincerely,

  
  *************************

  Sexton Vision Group

  Customer response

  07/24/2023

   
  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.
  
  **********************************************

  Customer response

  07/26/2023

  Regarding Complaint ID #********.
  
  Thank you for this information. 
  Since I have tried and tried (before contacting the Better Business Bureau) to get Pearle Vision/Sexton Group and/or the optometrist to resolve this, I have no trust in them. I do have quite a bit more information including getting my eyes examined by another optometrist who also gave me an wrong prescription but felt she could not help me and I was able to return the glasses and get a full refund and go to a more reliable optometrist. I have never had this problem in the 65 years I have worn prescription glasses. I did not even consider this could happen. I even contacted the **************** ***************** and they said no law was broken.
  It will take a little more time for me to write a concise history of the process I have gone through and to copy all the emails. I am not letting this go not only for myself but for anyone else who may have had this type of problem at Pearle Vision/Sexton Vision Group and never followed through or ran in to these 'road blocks' and stopped.
  Again, thank you for the explanation of your process.
  *********************

  Customer response

  08/17/2023

  I received a telephone call from the representative of the Sexton Vision Group. The only refund is for the eye exam. I asked her about my very expensive glasses. They need correct lenses. Her suggestion was Pearle Vision would replace the wrong lenses. I do not lie and told her I did not get the new glasses at Pearle Vision. She said she had no authority over Capitol Eyes where I bought my glasses and could not get them to replace the lenses. She also said Sexton Vision Group would mail me the refund check for the eye exam.

  This is not what I asked for. My complaint clearly states I want the correct prescription placed in my glasses or a refund check for the LENSES in the amount of $593.00.
  

  I have been through the Sexton Vision Group arguing and/or ignoring me by email. I know their tactic regarding  anything I write or say is to blame me or my eyes.

  The refund for the vision exam is NOT satisfactory. I want the correct lenses, as stated in **************** prescription,  placed in my frames or a refund of $593.00.
  

  Business response

  09/01/2023

  We have issued a refund for all services performed by our office. Unfortunately we aren't able to dictate how Capital Eyes handles remakes for prescription changes. At this point we've done everything in our purview to resolve this issue for the consumer.

  Customer response

  09/02/2023

   
  Complaint: 20244694
  
  I am rejecting this response because:
  
  *********************************************

  Customer response

  09/23/2023

  This is for your information and I have because I have no way to contact the Sexton Vision Group that they will answer.

  Apparently the check for $149 was put in the wrong may box that had a delivery hold on it. My neighbor recently came to my home with the envelop that actually shows the check. That is a big surprise.

  Since Sexton Vision Group will not give me a way to contact them so they answer, I do not know if they cancelled the check.

  The Sexton Vision Group is very clearly not in the ethical group of local Optometrist offices in this area and they refuse to satisfy my complaint. I do not know if this is how they do business all the time or if it is prejudice against  senior citizens, women or could they actually be so prejudice they believe I am Japanese just because my Finnish last name is spelled the same as a Japanese last name but is a very common last name among Finns in country?
  

  Business response

  11/04/2023

  I confirmed that your refund check has NOT been cancelled or stopped. The check you have is valid.

  Customer response

  11/06/2023

   

  Complaint 20244694
  

   

  There is an email stating the business sent you a response. The message comes up blank. No matter what I do it comes up blank. I don't know what the message is and I do not seem to be able to make contact with BBB because you are busy.
  

  Customer response

  11/13/2023

  I have read the message from ****** Vision Group. 
  
  They are making it very clear the vision of people who come to any of their optometrists is of no importance. It's more of get them in and get them out. If the correction is not working that's the way it goes.
  
  I need glasses. So far the ****** Vision Group has shown they should never be allowed to be in the business of helping people see clearly.
  
  I managed to get enough money together to have my eyes check at a Cataract vision company. I do not have any symptoms of cataracts or Glaucoma. I have 20 20 vision. I am farsighted with astigmatism.
  
  That is not a difficult correction in lenses. It is difficult when the company just wants money and correction in wrong prescriptions are not their problem.
  
  This is not an acceptance or rejection. I am moving on to try and help other people make sure they are getting the correct prescription and help when it is not correct. 
  
  I will cash the check because I need to make sure my sister is not also cheated.
  
  *********************
  

  
  

*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. ↩