Eye to Eye Vision Center

This letter is being written in response to complaint id:***. The customer ordered a complete pair of glasses on January 19,for the amount of $444.00. This pair of glasses was ordered though her eye care insurance named Vision Service Plan. When people use this plan we do
not make the glasses here. We are contractually obligated to send the glasses out to be made at one of their listed laboratories For this reason, we have no control over time frame of when glasses will be ready. We always tell the customer that because of this, it is typically a minimum of a week and a half to two weeks for the glasses to be readyWhen a customer is in desperate need for eyewear, we always contact the lab to please expedite as quickly as possible. I am very sorry if there was some confusion between the customer and the salesperson on this issue. I checked with the laboratory and they stated the glasses shipped out on January 29th next day air. I am not sure what day the customer came in to pick up the glasses, but our records show the glasses have since been picked up and dispensed. Again, I am very sorry that it had to come to me writing this letter, and any confusion could not be resolved in house. I was never made aware of any problems until I received this complaint from the Revdex.com. I will have my office reach out to the customer to make sure they are enjoying their new eyewear and if there is anything else we can do to make them happy for any mix up

The main doctor Edward R[redacted] (LIC [redacted]) is a dishonest doctor. This place uses pressure sales tactics to the unsuspecting patient/customer to try and force you to buy contacts from the store. From trying to convince me that I should switch to more expensive daily use contacts ("why don't you want to switch? I would have thought with you being a technology guy and all you would have liked to try something new"...maybe because they are 1.5X more expensive than 2 week disposables?)
I went into the store last Saturday with CRYSTAL CLEAR intentions of buying contacts online and going to Eye to Eye only for an eye exam and contact fitting. After declining to order contacts several times, Doctor R[redacted] insisted that I "try out" the new contacts over the weekend before he write me a prescription. I had to make a second trip into the office in order to get a prescription, even after paying for one!!
Then, when I finally got my prescription the following Monday, I went online to order contacts and found out that Eye to Eye had informed my insurance company that I had spent my annual insurance budget on contacts with Eye to Eye! I called my insurance, Eye Med, and they said that this was a common strategy to make it more difficult for customers to get contacts outside the store and they cleared the incorrect benefit use from their system so I could order online and spend my annual budget via the online provider. I called R[redacted] to discuss the situation, and after a very heated conversation which convinced me he was well aware of his deceptive practices, I told him he ran a dishonest business practice and he was taking advantage of people. I also asked for a refund of my copay for the unpleasant experience which sent him THROUGH THE ROOF, and ultimately caused him to hang up on me.
There's another nice eye exam place across the street, just go there and save yourself a big headache!

Review: I went in eye to eye on April *, 2013 with a model # to get a pair of prescription eyeglasses I was promised that I would have them within a week. I paid the full price for my eye wear 493.98. about 1 week later I received a call stating that they could not get the pair of glasses as they were discontinued (meanwhile I originally saw the frames at a different vender in Brooklyn, NY I live in [redacted], NY so that's why I opted to get them from Eye to Eye ), during that call I was told to pick out two frames and they would order them for me to try on. I called about every week after to find out the status of the frames and every time it was and excuse. Finally on May **th I was able to pick on my glasses which was picked for me as I didn't get the opportunity to try on one of the 2 pairs as promised before the lenses was put in. I need my glasses to see that why I just went with it. I was very unsatisfied as I didn't get the original frames that I wanted that was promised they can get, also never received the opportunity to try on 2 frames to choose which ones I wanted. The time frame was un reasonable especially when I paid full price. In Aug I went in to see if my lenses can be replaced as it has a scratch on it. I was told yes I get a call that they lenses are in I go to pick it up and the lenses that was ordered was to the original frames that I wanted(the ones that was discontinued) and they blamed it on my insurance company stating they ordered the wrong frames. I called VSP(my insurance company) and they never received a claim from Eye to Eye. Now we are in October and I have yet to receive a call stating that my lenses are in. When I call they simple say we'll call you when they come in. I had nothing but issues with them from the beginning its always a lie or an excuse. I don't trust them at this point especially when they claim to have billed my ins and have not, for all I know Eye to Eye could have overcharged me.Desired Settlement: I would like to get a full refund so I can take my business else where.. If I did not encounter this 2nd problem I would have had no problem with store credit. As a customer no one should have to go thru what I have gone thru.

Business

Response:

On October **, 2013 regarding her complaint. I expressed to her how sorry I was regarding the issues she experienced in the store. I have already

re-ordered lenses for her glasses. I have also offered her a second pair of glasses at no charge, which she has accepted. I assumed her will works with her

personally when she comes to get her replacement lenses and peck out her second pair.

Review: On January [redacted],2014 I had an eye exam done at Eye to Eye Vision in Middletown, NY at the [redacted]at Crystal Run. I picked out a set of frames and spent close to $500 out of pocket for lenses and everything. I changed the frames I wanted on the [redacted]of January. They claimed they would order the frames and it takes about 10 business days. After 10 business days, I start calling to see what is going on with the glasses. The employee that I ordered the frames with tells me that she will take my number and call me back which she never did. This goes on everyday for a week. After a week, I approach the situation more aggressively because Im getting no where. They finally tell me that the frames are not available. This is something that could easily have been found out if the order was placed correctly and the employees were more concerned about the situation. I order another pair which were supposed to arrive in 5 days. Today is the [redacted]day and the frames are not in.Desired Settlement: I would like to some how be compensated. I would like to have the frames I ordered discounted and a portion refunded to me.

Review: On March [redacted], 2013 I brought a prescription for glasses to Eye to Eye Vision Center. I ordered a pair of glasses from this prescription. Approximately two weeks later I was called to come in and pick them up. Upon trying them on, I was unable to see clearly. I had double vision. I informed the tech, [redacted], and he proceed to adjust the frames. He told me that the lenses were defective and had an imperfection in them and had to be reordered. He reordered the lenses and told me I would be called when they came in. Again, about two weeks later I was called to come in to get my glasses. I put them on, and I couldn't see. I was told that I needed to "walk around the mall" so my eyes could get used to them. That was not the case. The glasses were giving me double vision. Something that a walk would not cure. I informed the tech, [redacted], again. He took my glasses in the back room and tried to adjust them. Upon adjusting them, he broke the frame. After waiting for almost an hour, I told another sales person on the floor I had to leave. She claimed that the tech was checking my prescription with the Eye Dr. on staff. This was a Sunday night. There was no eye Dr. on staff as I was told the next day when I called to complain about still not having my glasses after over 4 weeks. I was told by the manager, [redacted] that they were reordering the frames and I could get a call to come pick them up as soon as they came in, and that they put a rush on the order. About a week later I was called to come in and pick up my new glasses. I put them on, and surprise-surprise, I still was not able to see clearly with them. The Hispanic tech who was helping me said that it was my fault for bringing in the wrong prescription and that unless I was seen by their Dr. on staff they would not reorder my glasses for me. When I told her I wanted my money back, she told me that the store's policy was 30 days-store credit only, no refunds. I obtained my prescription from a specialist for Strabismus, so I knew there was nothing wrong with the prescription. When I refused to make an appointment and be seen by their Dr. she told me that those glasses were the last pair that would be ordered for me and no further action would be taken unless I was seen by their Dr. I told her I was not taking those glasses because I was not able to see with them. She just stood there and reiterated that those were my glasses, and it was my problem. I told them that I was going to dispute the charges with American Express and that I was not taking those glasses and left the store. I called several times and asked to speak to the district manager, to no avail. Since I really needed my new glasses, I took my prescription to another vision center. This time I went to Highland Opthamology Associates in Newburgh, NY. [redacted] ordered my glasses from the exact same prescription that I gave Eye to Eye. Two weeks later I was called to pick up my glasses. I went in, put them on, and I was able to see clearly! This was the same prescription that Eye to Eye couldn't seem to get right. According to Eye to Eye, the glasses are "custom" lenses which "cannot be resold or worn by anyone else," so I cannot have a refund of my money. They will only issue me a store credit. I refuse to accept a store credit to a store who after 3 tries could not get my prescription correct, and then told me that it was my problem! I was charged $604.00 for glasses that I was not able to use. The "custom" lenses that "cannot be worn by anyone else", also cannot be worn by the customer who they were "custom" made for! They claim that they have made numerous calls to me asking me to come in and pick up these glasses, and that I am not returning their calls. This is completely untrue. My phone records show the last time I was contacted by that store was June! They also claim that I requested that they remake the glasses a fourth time. That is completely untrue! My exact words were "I am disputing this with American Express, and I am not taking those glasses." A store credit is useless to me, no one else in my family wears glasses, and over my dead body will I ever let them near my eyes again! I want my money back. They have $604.00 of my money and I have no glasses that I was able to see out of. I took the same prescription elsewhere and the glasses that were made were correct, so it is obviously not my prescription that was the problem.Desired Settlement: I want my money back for a product that was defective. I never took the glasses from the premises. I never asked that they be remade again. I was told there was nothing further they would do. So, I had to take my prescription elsewhere. I needed my glasses! I refuse to accept a store credit for all of the reasons listed above. Thank you for your time.

Business

Response:

To Whom It May Concern:

When [redacted] came to pick up the eye glasses during the adjustment [redacted] said that she will return and left the premises. Since then we have made numerous phone calls to the customer. The eye glasses are ready and waiting to be picked up. [redacted] is not returning

our calls. We have fulfilled our obligation and furbished a custom pair of prescription eye glasses tailored specitically to [redacted] needs.

We have been trying to contact the customer and left numerous messages. The eye glasses are ready and waiting to be picked up.

Our store policy is "No Refunds" "Store Credit Only". The lenses are furbished to the customer's specific vision needs. Our entire product is custom made and cannot be resold or worn by anyone else.

If you have any additional questions·, pie lse do not hesitate to contact us.

Thank you,

Business

Response:

To whom it may concern,

Please be advised that after numerous attempts to contact [redacted] we have refunded $604.00 to the customer.

Please do not hesitate to contact us if you have any questions.

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Thank you for all of your work in helping me with this complaint. I very much appreciate it!

Sincerely,

The main doctor Edward R[redacted] (LIC [redacted]) is a dishonest doctor. This place uses pressure sales tactics to the unsuspecting patient/customer to try and force you to buy contacts from the store. From trying to convince me that I should switch to more expensive daily use contacts ("why don't you want to switch? I would have thought with you being a technology guy and all you would have liked to try something new"...maybe because they are 1.5X more expensive than 2 week disposables?)

I went into the store last Saturday with CRYSTAL CLEAR intentions of buying contacts online and going to Eye to Eye only for an eye exam and contact fitting. After declining to order contacts several times, Doctor R[redacted] insisted that I "try out" the new contacts over the weekend before he write me a prescription. I had to make a second trip into the office in order to get a prescription, even after paying for one!!

Then, when I finally got my prescription the following Monday, I went online to order contacts and found out that Eye to Eye had informed my insurance company that I had spent my annual insurance budget on contacts with Eye to Eye! I called my insurance, Eye Med, and they said that this was a common strategy to make it more difficult for customers to get contacts outside the store and they cleared the incorrect benefit use from their system so I could order online and spend my annual budget via the online provider. I called R[redacted] to discuss the situation, and after a very heated conversation which convinced me he was well aware of his deceptive practices, I told him he ran a dishonest business practice and he was taking advantage of people. I also asked for a refund of my copay for the unpleasant experience which sent him THROUGH THE ROOF, and ultimately caused him to hang up on me.

There's another nice eye exam place across the street, just go there and save yourself a big headache!

Review: Back in February 2013, I went for an annual eye exam. Not to my surprise I knew I would require (2) pairs of glasses. One for distance, the other for reading. Fortunately for me, I brought with me my reading frames: They were designer frames: (Authentic Coach Frames) The frames were damaged. The lenses only stay in for a month, and there were holes put in the stem of the frames that go behind the ear. I expressed my concerns to the Service Rep. who assisted me from my initial visit, her name is [redacted]. [redacted] had me bring the frames in for repair, only to my surprise, they came back in worst condition. Now there were pieces missing from the glasses. [redacted] expressed to me that she would speak with her manager to see if she could replace my frames or reduce the price on my distance glasses. Upon my initial visit, I chose my distant glasses. I had planned on purchasing both pair of glasses, but I didn't only because of the damage that was done to the reading glasses. This is why [redacted] said she would speak to her manager [redacted]. [redacted] asked me to give her a week because she was going on vacation. She returned from vacation, and she still had not addressed the issue with her manger [redacted]. When I called back to the facility, I was told that [redacted] was no longer there and there was no date as to when she was returning. I spoke with a young lady by the name of [redacted] on July **, 2013, who took my complaint and telephone number. To date I have not been offer any kind of resolution.Desired Settlement: I am hoping that Eye to Eye Vision has good ethical business practices and accommodate me with replacing my Authentic Coach Frames that they damage for equal value. Then allowing me to use those frames for my distance glasses. Then I will purchase cheaper frames from them as my readers: giving me lenses for the readers: which I already paid for in full. Leaving me only to pay for the cheaper reading frames, & the lenses for the distance glasses. This seems like a fair trade only because I am still choosing to do business with them & still give them a profit even thought I went months without professionalism and disregard as a consumer. I also ask that Eye to Eye keep in mind, I can not use the reading glasses that are in my possession, only because the lenses are out once again. Therefore, I believe this is a fair trade.

Business

Response:

To Whom It May Concern,

On 02/**/2013 Ms. [redacted] Came into our establishment to possibly purchase a pair of glasses she chose a coach frame belt on that particular day she did not have enough money to purchase them. She also, bought in her own coach frame which had purchased at least

a year previous to her purchase here. We do not have a record of her purchasing those frames with our company. We had also noted that her frame had not been in great conditions. She left us a $25 deposit on the new coach frame. she did not return until 2/** at which time she left an additional $30. please note that the new Coach Frames were to have her distance prescription and her old coach frames were to have her reading prescription. [redacted] contacted the customer numerous times to ask Ms. [redacted] is she wanted the new coach glasses. At some point she let us know that she did not want the new coach frames she was just going to get the reading glasses in her old coach frame. Her purchase amount for this was $50.000. I apologize if this somehow slipped through but [redacted] was actually diagnosed with concern and is still out on treatment. However, her purchase price was not $300, it was $50.000

Business

Response:

To whom it may concern,

Upon receipt of the Ms. [redacted] glasses they were already damaged. Our policy is that we will work on a customer's own frame but it is at her own use. I will gladly allow Ms.[redacted] to choose a frame from a select group. I will also give a frame from a select group. I will also give her free single vision lemon in the frame she chooses. The single vision lenses will be clear basic lenses. If she would like a designer frame I will honor 50% off any designer frame.

thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I went to this business for an eye exam and glasses. The sales staff were unprofessional by demeaning my previous eye glass merchant in an attempt to make eye to eye look like a better place and the staff applied aggressive sales tactics to upswell me even after I complained I did not need all the extras features. When I received my glasses the prescription was wrong and made me feel nauseous even a few days later after the rep requested I keep trying for a few days to let my eyes adjust. When I returned the glasses they said no refund but store credit. I declined to have re exam and my insurance company after confirming I returned the glasses opened an appeal resulting in my be benefits having been reinstated so I could go else where. Since the mistake and policy applies to the lenses I should not be held to the refund policy but they refuse to refund my [redacted] card and challenged my dispute forcing me to have my insurer fax [redacted] proof the glasses were returned and benefits were reversed.Desired Settlement: Refund so I can go elsewhere and obtain new glasses and prescription