ComplaintsforWisconsin Vision, Inc.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  4-4-24/ paid $300:glasses, they have made them twice and are still not right

  Business response

  05/02/2024

  We issued a refund per the patients request on 5/1/2024.  This has already been taken care of.

  Customer response

  05/02/2024

  [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

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in January I purchased regular glasses and a pair of safety glasses for work. Not even 3 months later the nose piece is falling off. I would think if spending this kind of money out of pocket they would stand behind the product they sell. Went to the store and was told there is no warranty on safety glasses but I could spend 95$ to order a new frame and they would put the lenses in. 3 months and I have to spend more to replace the frames? 3 months??? Come on I could see a year but not at 3 months. Take my money and run. I will never be back to another wisconsin vision. Thought I would try a new place. I got safety glasses from another place and they lasted 2 years and could still be wearing them today had my prescription hadn't changed. I would like full replacement and for wisconsin vision to stand behind the products they sell. And after replacement if this happens again a full replacement on a whole different pair of glasses.

  Business response

  05/02/2024

  We are ordering a new frame to replace the one that broke.  I have been in contact with ************** and I feel that we are resolving his concern.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 13, 2023, I purchased a complete pair of glasses from Wisconsin Vision in *********, **. The lenses purchased are Zeiss brand and carry a 24-month warranty. However, Wisconsin Vision then sold me was a third party anti-reflective coating that did not have a warranty that corresponded to that of the upgraded lenses. This effectively negates the Zeiss lens warranty, something that was not communicated to me. To the best of my recollection and based on the lack of documentation Wisconsin Vision provided at time of my purchase, I was not informed of any warranty conflicts between the lenses and the coating. Wisconsin Vision now states that ***** supports the application of third-party coatings on their lenses. ***** will not confirm this with me since they only work directly with the provider. The coating material has failed due to either quality or the application process (this has been confirmed by a second outside vision provider). There is no way to remove it which renders the lenses and that two- year warranty useless. I ask that Wisconsin Vision provide documentation that, at the time of my purchase, I was clearly informed that the anti-reflective coating they sold to me was an application not provided by the manufacturer, that it would negate my ability to claim any warranty on the lenses and that the process of applying an anti-reflective coating to my lenses by a third-party was a process that is supported by the Zeiss for their lenses. If they are not able to do so it is appropriate for them to refund me for my purchase.

  Business response

  04/08/2024

  Hello,

  I was able to review the order done on 4/13/2023.  I see that the patient did receive a Ziess branded lens with our entry level standard Anti-Reflective coating.  In our centers we offer different tiers of lenses along with coatings at different price points.  I can't speak for the exact verbiage stated to him at that time, but the entry level coating was chosen.  The premium Anti-Reflective coating comes with a one-time replacement within two years for defective issues.  This does not warrant them for normal wear and tear.  The entry level coating does not come with a warranty.

  We will not refund glasses that the patient has been able to utilize for a year.  We would be willing to remake his lenses for him one time, charging him the difference from what the premium Anti-Reflective coating would have cost compared to the entry level that he paid for.  The cost would have been $119.00 for the Pure Coat Plus Premium Anti-Reflective Coating.  The patient paid $75.00 for the basic Anti-Reflective coating.  Thus, leaving an out of pocket for $44.00.    

  If this is acceptable for the patient, I will notify the center that he purchased the glasses from.  He will then need to bring the glasses in so that they can be sent to the lab for replacement lenses.  The charge of $44.00 will be due at that time the glasses are dropped off at the center.

   

  Thank you,

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

  Customer response

  04/17/2024

  [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

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 23, 2023 I had an eye exam along with being fitted with new glasses. On October 3, I got a text letting me know my frames were in. I went there and tried them on. They did not fit, I could not see properly with them. The office manager there coaxed me into trying them, saying theyre new, your eyes will have to adjust. So I left and tried them while driving and it wasnt right, I did not feel safe with them. They did not work properly at home either. After a few days, I went back to return them. The office manager said they dont give refunds. I said the glasses were not right. He asked if I even gave them a try and I said yes I did. He asked for my glasses, he took them by some sort of machine and took a reading. He gave them back to me. He took a reading on the machine with the bad pair of glasses and said theyre different. He said he could make the bad pair like the ones I was wearing. I replied with a no. Theres several things wrong; he didnt believe me that the glasses werent good, he questioned me did I give them a chance, he said he could make the bad pair like mine. My glasses are 1.5 years old, what good was the eye exam?Prior to returning them, I got the okay to do so from my insurance company as well as my credit card company. I am disputing the charges with my credit card company and I called my insurance company to complain about the bad glasses. I dont trust them anymore. I went there because they accepted my insurance. I will not being going there for service anymore. In the past, I got my glasses from LensCrafter. I called them and asked if I got glasses from them, could I return them for any reason. They said yes, within 30 days. Why wont this Wisconsin Vision refund my money?

  Business response

  01/22/2024

  I was able to look in to the situation and did see notes in the system regarding the glasses purchased 9/23/2023.  In the notes, it stated that **************** did come in with concerns after receiving the glasses.  At the time, our Manager was not able to see anything wrong with how the glasses were made.  We offered for **************** to have a recheck with the ** in the event that something needed to be changed with the prescription.  We would have done that at no charge along with any remake of the lens that *** be needed.  **************** declined our offer.  

  He did file credit card dispute in which it was denied because he still has the product.  We are still happy to resolve his concerns and have him seen for a recheck.  It is our goal to have glasses that work for *****************  If he still refuses for us to remedy it in that manner; we will honor a refund after he brings the glasses back to the center, and they have to be in new condition.  The exam was a service that was rendered and will not be refunded.

   

   

  Customer response

  01/31/2024

  [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 ********. I had called my credit card company for an update. They did not inform me that Wisconsin Vision wanted the glasses back. 
  I received the letter on Saturday from BBB. I returned the glasses in their case this past Monday. The manager there refunded the credit card. I thanked him. I thank the BBB. 
  
  ***********************
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered glasses on 09-18-2023 at heartland vision in ********* in. The girl that did my order never measured for my bifocals just ordered lens. When they came in the guy that waited on me put them on me and I told him then everything was blurry and i couldn't see out of them. He checked and said the bifocals were in right place and just try them for awhile so I left. Thing was they were supposed to be the same script of the glasses I had on. Could not wear them everything was blurry. Went back a week later and told the manager that I wanted my money back. She said she would have them remade so I let her send them back. Got them back and still couldn't see out of them she told me to try them for awhile so I took them. Went back 3 times to talk to manager but was not in. When I finally caught her in she told me there was no way I had been in 3 times and she wasn't there because she works all the time. Told I don't to be told more or less I was lying. Told her that nothing was done right to begin with when the girl never measured my eyes. She said that she don't believe that she didn't. They have cameras in there all she had to do was look. I told her I wasn't messy with them any more and I wanted my money back. She said she had to tald to district or regional manager. She told me they were not giving my money back. The district manager called me and was very rude to me. I told her I would call her back after I took the glasses to my regular eye Dr and see what they said about them. Been 3 weeks I've tried to talk ******* the district manager. They tell me she's out for the day or in a meeting one day she was having surgery but would be back next. The first week I called everyday. Who ever answers keeps saying there's a message on her desk. I have called every other day the last two weeks still get the same excuses told the last time I called we will see what you tell me tomorrow

  Business response

  01/17/2024

  We settled with the patient regarding her concerns. After remaking the glasses, we cannot find anything wrong with them.  We are issuing a refund for her out of pocket on the lenses.
  

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased glasses and sunglasses for my wife. I also purchased sunglasses for myself. I had a certificate from work for safety glasses. we went through the process for all of the glasses and were told how much to pay. I paid what was owed and everything was ordered. my safety glasses were chosen by me out of the drawers of glasses he told me were fully covered using my certificate. This was all done in June. I have received the three sets of glasses but no safety glasses. i called in July and they still were not in. I called in August, and they said they would call the manufacturer. He called me back and said there was a mix-up but they would be expedited. I called on Sept. 15 and was told there would be a charge because those frames weren't covered. After I told her that I didn't believe I should be responsible she then informed me that I was also getting a bill for all of my other glasses. They realized on the day that I was bringing to their attention that I wasn't going to pay for their mistake that I suddenly need to pay for an issue in which they also should have caught earlier. I paid what I was told to pay and suddenly have to pay for someone else's mistake? If a business tells me to pay a price and I have paid it, I don't believe they can change their minds later. If this is an issue with insurance or supplier, then why do I have to pay for it? I have contacted my HR and they are trying to handle it on my end. They are contacting the insurance company to investigate. I have been more than patient. How come nobody said anything until now? Someone made a mistake and I should not be punished for it. This is poor business practice and shouldn't even be to the point we are at but I am not just going to be pushed into paying for someone elses mistake.

  Business response

  09/29/2023

  Our District Manager has been working with the patient.  The safety glasses that were in question are not actually provided by Wisconsin Vision.  We are a dispensary.  The charges owed on the frame chosen are owed to Safe Vision.  They were above and beyond what the employer would pay.

  I agree that we could have done better on the follow up needed as to why his order was taking so long.  In August the District Supervisor started to work with him regarding the out of pocket balance of his safety glasses.  We offered for him to come in and choose another frame that would have been covered under his employer. 

  At the same time his dress wear along with his wifes glasses had a denial, resulting in a balance owed of $95.00 for him and $46.00 for wife.  The District supervisor also offered to write off his balance on the dress wear, but he would still owe Safe Vision if he stayed with the selection of his frame.  He did not come back to the store to pick out a new frame nor Contact the District Supervisor back as to what direction he wanted to go.

  Yesterday, the District Supervisor had another conversation with the patient.  That conversation did not go so well, she stated that she will work with the human resources to see if they would pay the balance for him.  She left the human resources a message.  A few minutes later Safe Vision contacted the District Supervisor to let her know that they were sending him his glasses and they handled with the patient.  Wisconsin Vision is writing off both his and his wifes dress eyewear balances.     

   

• Initial Complaint

  09/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been there going on 3 times. My glasses are only 3.5 months old. Paid $950 for 2 pair of glasses. Never saw a real doctor, couldn't see out of the glasses. Now the nose piece broke and I still cannot see out of my right eye clearly. I want a full refund so I can go someplace that will make my glasses properly and not coast so much for not even seeing a doctor.-

  Business response

  09/12/2023

  I just called on this because I wasnt able to respond.  I think it is because the 10 day **** and originally sent 9/1?  I would like to respond.  I will do so below, but if it needs to be done differently please let me know.

   

  The patient for this complaint was seen first at our office on 5/1/2023 and saw Dr. ********* remotely.  Dr. ********* is a Wisconsin Licensed Doctor.  She ordered two pairs of glasses.

   

  After receiving the glasses she had concerns with her distance vision and wanted a recheck.  She was scheduled with ************** in person on 5/31.  ************** noted that the patient was trial framed (this means putting the prescription in front of the patient and taking or adding power).  The patient had preferred less power so the prescription was changed to a power one step weaker in each eye.   At that visit the concern was relating to the prescription of the glasses.

   

  The store manager was contacted by the patient on 9/1.  She was wanting to have a dilation done.  At the first visit when she saw Dr. ********* remotely, she was advised to schedule a dilation.  At the second visit the appointment was scheduled as a recheck of her prescription.  **** set her up for a dilation with ************** for this Wednesday 9/13.  He also told the patient that he will tell ************* to discuss her concern with the right eye.

   

  As for the nose piece being broken we can easily put new nose pieces on they do need to be replaced every so often (assuming that is what it is).  If it is broken it could also make the glasses sit crooked and could cause problems with the vision.  I anticipate the prescription is fine as patient did feel that she was seeing better out of the weaker prescription.  We look forward to seeing her on Wednesday.

   

  Customer response

  09/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ******* (*****) *****

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/19/22 I purchased glasses from Wisconsin Vision in ********, **. Order # *****. Had eye exam & picked out frame. By September, 2022, the laminated surface of both arms began to separate and started peeling off. I took them to Wisconsin Vision and they replaced them with the same frame . By February, 2023, the lamination started to separate again. Went back on 3/9/23 & they didnt know if they could get the same frame. We didnt want this to happen again. I picked out another ************ told me I had to wait for the manager to approve putting new lenses in a new frame. I recd a call in the morning on 3/10/23 to bring the glasses in for the manager to see. She stated I would have to pay for a new frame and lenses. She did say she would call corporate to see if she could get it okd. In the afternoon she called to say she could not get the same frame we had. But to drop off my glasses and they would try to find a frame my lenses could fit into, it would take a few days. I find this unacceptable. First I would get stuck with whatever frame the lenses would fit in, if any. I already had a frame picked out & offered to pay the difference if any on the frame. Second I have wasted a lot of time, 3 trips, 3 phone calls & they want me to come back at least 2 more times to find a new frame, how many more trips do I need to make. Its not my fault the frame is defective. Who knows if there is a frame to fit my lenses. The total cost for the lenses and frame was $727.95 with exam. Dont you think the frame should of lasted more than 4 months? Now the second frame lasted 5 months. In the 55 years I have worn glasses, I have never had a defect happen like this.

  Business response

  03/19/2023

  Currently, our VP of Store operations is working with *************  She did have an arrangement to meet with him last week.  ************ was not able to make it in.  We are offering the following options to ************:  

  1.  She had found other frame options to fit his existing lenses in which he could choose, and we will exchange with another frame that fits his lenses at zero cost.

  2.  She is able to order the original frame that was purchased 5/19/2022 and replaced on 9/17/2022.  We would exchange at zero cost.

  3.  ************ can order the Harley ******** frame that he currently likes, we would exchange the broken frame towards that value.  We will then offer a 50% discount on his lenses.  He could utilize his insurance benefit towards the lenses, so he would only be having to pay half of his out of pocket on the lenses after his insurance.

  4.  ************ inquired about a refund on his frame.  We would refund him $89.95 which is what he paid for the frame after insurance, he can keep the glasses.  

  I can understand ************** frustration.  I hope that these options are found suitable as he has had these glasses for nearly a year and we are still trying to accommodate with multiple options other than remaking a completely new pair (and style) of glasses, including lenses at no charge.

   

  Thank you,

   

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

   

• Initial Complaint

  02/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I developed double vision on 11/4/22. I called Eye ********************** ************** and saw them 11/8/22. The ophthalmologist, ******************************* did tests and gave me a copy of my Rx. ***************** told me not to have lenses made. This is not stable. He told me to return in 90 days On my way home and I stopped at Wisconsin Vision ******************, that same day, 11/04, to talk to someone about prismatic lenses because I was curious on how they made them etc. My only intent at that moment was to ask questions. I talked to ****. We talked and she suggested I have lenses made now. She told me maybe 1 or 2 people in 500 people with double vision might have their Rx change and that they would make me a new pair of lenses if my Rx changed within 60 days. I told her it would be 90 days until I would see my ophthalmologist again. She told me she could go to 90 days with this new replacement lenses offer so I said OK As far as I know this **** is not an ophthalmologist or an optometrist. Who is she to tell someone like myself or anyone else for that mater with a condition like mine that it is OK to get new lenses at this moment. I told her I was just at my ophthalmologist that morning. I told her he told me not to get new lenses. We talked for a while and unfortunately what she told me that day swayed me to get these new lenses. The lenses did not work at all. She told me to wear them and get used to them. So I started to drive home. I had to close one eye or I might have gotten into an accident. I went to my ophthalmologist on 11/7/23. We talked about these new lenses. He told me I should never have gotten new lenses. Double vision is a moving target and at some point a decision can be made to get prismatic lenses once my Rx becomes stable. He wondered if the **** was just trying to make a sale So I now have lenses I paid $434.20 for and I can not use them This is not, IMO, how Wisconsin Vision should treat myself or anyone else. I would like a refund

  Business response

  02/10/2023

  Hello,

   ****************** did come to our center with a valid eyeglass prescription that was written out for glasses dated 11/22/2022 and expiring 11/8/2023, nothing was noted that it shouldn't be filled.  He came to our center having questions relating to the prescription, seeking advice, and also had questions about his insurance benefit that was expiring at the end of the year.  **** had shared her personal experiences dealing with Prism and how it helped her.

  If the intent was never to purchase glasses; why was a prescription given, and why did ****************** come to our center inquiring about glasses?  Regardless, we will offer to remake the lenses to his current prescription at no charge.  Typically, we do a no-charge remake within 90 days.  I will extend that time period to what is needed for ******************, within reason for his prescription to stabilize.  

   

  Thank you,

   

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

  Customer response

  02/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

   

  I thought I made it perfectly clear in my complaint that I visited this location only to inquire about prismatic lenses. I had no intention of having lenses made. This *************** persuaded me to get lenses made. Even though you are willing to make a new pair of lenses at some point in the future I no longer have the 90 days option to get a new set made after that. Had this **** never talked me into getting lenses made everything would have been fine. This ***************, IMO, does not in any way have the authority to advise customers like myself to go against their licensed medical doctors advice, this is a serious, IMO, offense. This happened because this *************** persuaded me, not by my request.
  

  Business response

  02/24/2023

  According to ********************** complaint on 11/8/2022, he went to his eye doctor in which he was told not to purchase eyeglasses because his prescription would ************* He; however, was given a valid eyeglass prescription for glasses dated 11/8/2022.  On the same day he decided to stop at our center to talk with an optician regarding prism lenses on his way home from his eye doctor.  Regardless of his reasoning, he came into our center to ask questions and receive feedback from **** (an optician).  He also was concerned about his insurance benefit for glasses that was expiring 12/31/2022.  He chose to purchase the glasses after his discussion with ****. As he stated **** told him we would remake the glasses within 90 days at no charge for a doctor ************* We never said that we would refund the amount he paid in the event of him not being able to use them, he chose to purchase them regardless.

  His concern is that he will need additional prescription changes after our remake offer, not that he won't need a different prescription.  

  Our final offer is the following:

  ****************** can keep the glasses and we will reimburse him half of the amount he paid which would be $217.10, or he can utilize the one-time free remake that was originally offered.  

   

  Customer response

  02/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  I am asking for a full refund.

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

• Initial Complaint

  08/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Due to eye pressure I made an appt at the ************* for an eye exam. I was told by the Dr that in her opinion I have glaucoma and need to see a specialist. IMMEDIETLY after the exam I was ushered to pick out frames and was measured for lenses. The tech told me that these would be progressive no-line bifocals. I was instructed to wear them for one month to "get used to them". While wearing the glasses the pressure in my eyes became worse and worse. After the month of trying to get used to these glasses I called to express my concerns. I was told to come in so the problem could be addressed. The tech cleaned the glasses, bent the frame, he used some sort of pliers on the lenses, cleaned them again, measured the lenses... By the time he was finished the stems were so crooked they were totally warped. At this time I expressed again, the problem was eye pressure and measuring and bending wasn't going to help with that problem. I stated that knowing I needed to see a specialist, they should not have rushed me into getting glasses. I left after being told the manager would call me the next day to help with the situation. She didn't call. I tracked her down at another store location and was told that the only thing she was willing to do was "reexamine my eyes to see if the prescription had changed". I told her it has only been one month since I had the initial exam. She told me the fault is not their product and there will be no refund.

  Business response

  08/22/2022

  I am working with ************************* and feel that we have come to a mutual agreement in regards to the glasses.  She is going to mail them to me, and I will refund her out of pocket portion once received.  I did offer to meet with her to look, re-measure, and adjust the glasses if needed.  She did not want to do that as she just wants to return them.   

  Customer response

  08/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]

  While I appreciate WI Vision working with me to resolve this matter, I will accept their response once the refund for the glasses has been issued. Thank you!
  
  Regards,
  
  *********************************

  Business response

  08/23/2022

  We will be processing the refund once we receive the eyeglasses back.  I will respond back as to the date we receive and process the refund.

   

  Thank you

   

  Customer response

  08/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Glasses were mailed to Wi Vision corp. headquarters as agreed on, 08/23/2022. Delivery was confirmed 08/24/2022. I have not been contacted by Wisconsin Vision. 
  
  Regards,
  
  *********************************

  Business response

  08/30/2022

  The patient was refunded on Friday 8/26/2022.  I was not in the office on Wednesday or Thursday to process her refund.  Immediately, on my return Friday morning I called the patient to receive her credit card information.

  Customer response

  08/31/2022

  [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,
  
  *********************************
  

*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. ↩