Nationwide Vision Center

Thank you for making us aware of your concern. I can assure you that we will reach out to you asap to assist you in resolving this matter. Due to privacy regulations I cannot detail those actions here but I do believe we have identified the location you went to in our records. The District...

Manager has been made aware of this notation and will reach out to you personally. If you do not here from her within 1 business day please call the Nationwide Vision Corporate Office at [redacted] and dial 0. Ask to speak to the District Manager of the location you went to and they will put you through to her. Once again- thank you for reaching out to us though the Revdex.com web page. Customer Satisfaction is always our top concern. - Nationwide Vision

Thank you for the opportunity to address the concernregarding the missing glasses for this patient. I have spoken with"[redacted]" today and heard his concerns about his treatment when hebrought this concern to the office on [redacted] ave. While I was pleased to beinformed that his son did finally receive...

the glasses a few days later,[redacted] detailing of the events will aid Nationwide Vision in reviewingmailing practices and tracking of orders when concerns arise. In my opinion,proper direction would have assisted all parties in solving the issue moreappropriately.After our discussion, I asked [redacted] if there wasanything more I could do for him or his family now that the delivery waslocated. [redacted] was very kind in declining any further need for service. Iextended the offer that should he have any further need now or in the future,he is welcome to contact me through the Nationwide Vision Corporate headquarters.

Dear Mrs [redacted], I have copied the insurance billing dept at Nationwide Vision and asked that they forgive the amount due. On occasion, items thought to be covered in full or part by your insurance plan may not actually get paid to the provider. In these instances, patients are...

logically responsible for the unpaid portion of claims. However, I also believe that a patient should have a timely notification of any variance so that proper attention can be addressed to the issue. I will have the billing dept issue you a statement detailing the $0 balance.

Dear Mrs [redacted], Thank you for bringing this issue to our attention. It is my understanding that you have brought this issue to the office manager and they have investigated the insurance claim and the reasons for the claim denial with respect to the frame you selected....

Nationwide Vision is 100% committed to patient satisfaction. The claim authorization received from [redacted], your insurance carrier, included benefits for both frame and lenses. As you know, with all insurance claims, providers will file the claims with the reasonable expectation that the claim will be paid to the provider, Nationwide Vision in this case, as authorized. If for any reason, the Nationwide does not receive the claim reimbursement from [redacted], the patient is responsible for the unpaid amount of the claim. That said, it seems reasonable in this case that an error has occurred in the claim authorization process either by miscommunication, since this was a verbal authorization from [redacted], or [redacted] has denied the claim for some reason not yet stated. As of this response, I have contacted the billing department and asked that they rescind any outstanding balance of claim with respect to the amount owed. In good faith, we will investigate the issue further and determine the reason for the claim denial from [redacted]. On behalf of Nationwide Vision, we apologize and regret any grief this issue may have caused. As the #1 provider of eye care services in [redacted], we are proud not only of the service we provide but of our A+ rating with the Revdex.com. We are excited about our [redacted] office and hope that you will find our solution satisfactory. If we can be of any additional service please allow our team to assist you. Sincerely, Nationwide Vision

Hi everyone I just wanted to warn everyone about this Nationwide vision!! Since the first time I called I asked the girl on the phone if they took my insurance they said yes and I set up an appointment. Then I go to the office and they are nice. However, when I'm finished with my eye exam and pick out my frames they tell me they are out of network and tell me to file for reimbursement on my own with my insurance. At that point it's too late to go back so I say okay. Then the girl that is helping me check out says that I will be reimbursed at least half of what I pay but I should be expecting to finish off paying about $12 after my reimbursement. Okay then. Now it's been over 2 weeks I call my insurance and they tell me the Nationwide already charge my insurance for out of network and there would be no point of reimbursement because they already paid. Obviously I'm not a happy camper now, so I call Nationwide now and am so dissatisfied with the service I don't even want any business with them, and they advise me my glasses are ready for pickup. I ask kindly if I can just "return" them and get my money back because of everything that happened. They said they could not return them and it was a miscommunication but they could charge me the full price so I could do the reimbursement. That's the only solution there is. I don't advise anyone to come here because of the "miscommunication".

Dear Ms [redacted]r, 
Thank you for bringing this matter to my attention. I will give it my top priority today and make sure a resolution is forthcoming. I have forwarded this concern to the billing supervisor who will get it solved asap. I apologize...

for the ridiculous and unacceptable amount of time this has taken. Please accept my apologies for any grief this has cause you. There is no viable excuse to have an issue like this carry on so long. It will be addressed immediately at the highest level.

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.] I appreciate  they're response,  but the reason I had to have tested lens replaced before the warranty  is because  I felt the first  lens were defective. I returned them after 1 month and was told it was smudges. The scratch resistant  coating did not hold up. I followed  their instructions, wet lens and us their cleaning  cloth to remove debris. I use different the spray  as needed  following  the same directions. The warranty should be longer on these replacement lens, not just 6 months. I had to replace them earlier then expected due to the poor quality of the product. I tried to return the lens but was turned down due to having  them for longer than 30 days. I w

Regards,

I spoke to the patient this afternoon 3/24 and offered to replace his  defective frame at no charge. He may go in at his convenience to have the lenses  replaced in the new frame.

Nationwide Vision has reviewed the initial and subsequent complaint with the office manager in Kingman Arizona and other parties. The manager will confirm the quote from the optical mentioned in the complaint. Upon doing so, A check in the amount of the confirmed amount will be issued. All parties agree that the best chance for you to achieve satisfaction would be to grant your request. We will provide expedited status for the confirmed amount so as to better aid you in you getting your new lenses.  Thank you for your patience. Please accept our apologies for the difficulty you experienced.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The tone of the agency seems to be in disagreement of the facts in which I have stated. I do not have time to go back and forth with perceived professionals. However, the information which was submitted was not accurate in the reporting. I have looked at and understood my insurance coverage, and it is a difference it perception and how it was applied. They continue to deny the fact that I had a contact eye exam and what I an suppose to play, as well as, the fact that my initial bill had to be dropped at the consultation after I questioned the original pricing. I went in for a contact exam which is cover under my insurance as well as the fitting fee. I have been wearing contacts for years and several Nationwide Vision Centers, and this practice is unethical and they seemed to renounce it by making two sentence statements that are not validated by ant facts. It seems they lack an attention to detail, which is why I received a converse case with nike glasses, which has never every happen in my existence when purchasing eyewear. As well as, to send me a new glasses case in which my glasses doesn't not fit in is whether insulting, the agency knows the glasses I purchase and to send me something just to try to resolve a matter, knowing it wasn't going to be a fit is disrespectful. I am trying to gain an understanding of why must I be treated so disrespectful and advocate for services I already played for.

Regards,

Patient has been contacted to re-explain the charges and hung up on the store manager numerous times.  When patient schedule an appointment time she did not inquire about co-pays or out of pocket expenses.  When the exam was over the  patient  was checked out and paid her co...

pays. After she left, she called back very irate stating that we were over charging her. We tried to explain to her several times that the fitting is a separate exam and that includes measurements done by the doctor and any necessry follow ups.  She received a finalized prescriptions for contacts that she wished to purchase elsewhere The store dispenser called  Blue Cross Blue Shield  back and they do not show the fitting being a covered service. In additioon, in 2012 she was also charged the same fees. Nothing has changed.

Thank you for bringing this matter to our attention. We will engage the billing dept 1st thing today and get the resolution settled appropriately. I apologize for the delay and lack of communication from our team. When errors or concerns such as these occur, proper communication and making sure...

there is a full understanding of what has and will occur is the key to resolving the issues. Once again, thank you for reaching out to us via the Revdex.com.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Nation wide vision on golf links and kolb was the worst experience I have ever encountered they couldn't get my insurance right the staff was rude to me and rushed through everything when I wasn't there they told my husband to go up there anytime and they would love to see him they got my lenses wrong and didn't even tell me that I would have to wait longer then 2 weeks for my glasses and the manger there was absolutely rude I don't see how her and her staff work in customer service they definitely need more customer service tranining

Nationwide says they let me keep the 3 pair of glasses for the loss of my lenses which "is not true".  nationwide also says the Kingman office will work with me & take care of this.  This is "not true".  I will explain how it really is.
My "glass" lenses that were not returned cost $700.  The clear "plastic lenses I ordered were not cut to fit the frames properly & fell out.  The dark tinted plastic lenses were to be as dark as the glass lenses in my frames.  They were not.  Nationwide could not match them but made them the color "they thought" would be okay & they do not fit my frames properly either.  They should have called & told me they couldn't make them as dark as I wanted & like my currant glasses were that they were to match & I would have cancelled my order. My frames & lenses I sent to them were good & are my currant glasses.  If they were not good frames Nationwide would not have taken them & tried to put lenses in them.  Nationwide agreed to refund my $139 for these 2 pair of glasses that are messed up.  The 3rd pair of glasses they are SAYING that they are 'ALLOWING ME TO KEEP is a pair of reading glasses & frames that Health Choice New Generations paid for"  They aren't giving them to me because of my lost lenses ! The office manager cannot help me as Nationwide says she will in their letter.  The manager already told me that Nationwide cannot tint the glass lenses like (mine) the ones they did not return, "they cannot do the process it requires" & that her supervisors & the district manager said the higher up at Nationwide said "THERE IS NO WAY THEY WILL REFUND ME MONEY OR TO PAY ANOTHER EYE GLASS CO. TO MAKE MY LENSES THEY DID NOT RETURN."  This is why I have contacted the Revdex.com.  I do not understand why Nationwide has a problem paying for something THEY LOST. My frames & glasses were good enough to send in when I ordered them but now Nationwide says my frames aren't any good.  Nationwide is in the wrong, "they messed up & did not return my glass lenses." The two pair of glasses in the frames are my currant glasses & nothing was wrong with them.  I am very unhappy with the way I have been dealt with at Nationwide.  They cannot make the lenses like the ones they did not return & I have been without my glasses since Sept. 16, 2015 .  I should not have had to contact Revdex.com.  I do not want to do business with Nationwide anymore. 
TO RESOLVE THIS :  I want a refund for the $139 for the glasses that were messed up & a refund for the amount of the quote I got for $394.40 to replace the glass lenses that were not returned so I can go to another company to have my glasses made.  When I got my quote they said my frames were fine & they would put the lenses in for me.  This problem could have been resolved by giving me a refund weeks ago & I wouldn't have had to deal with the head aches, incovience, & stress of not having my glasses all of this time, & wouldn't have had to ask Revdex.com for help in getting this problem taken care of.

I went to your location Guadalupe Rd in Tempe Arizona this afternoon. I walked in 2 hours prior to the store closing so I don't know why I felt negative energy as if I walked in last minute. The reason for my visit was to see if my glasses were repairable and I had bought them from this store in August 2015. No one greeted me, I wasn't directed to any employee. I walked up to a female employee who rudely asked me what I needed as she didn't stop what she was doing to even make eye contact. I proceeded to tell her, we walked to the front desk. She grabbed my glasses and said, "these are completely broken" without even inspecting them. Yes, she answered my questions but she made me VERY uncomfortable as if I was annoying her. I didn't give her any attitude I just said thank you very much, appreciate it and left the store. I will not be coming back to get a new prescription here.

[redacted]  went to another one of our office and spoke to the Manager. The manager, without knowing there was a problem previously at another store, offered right away to restyle her frame and remake lenses.  She seemed content with this  and our store manager will ensure the...

fit and her satisfaction with the glasses.

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. 

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I initially visited this location on March 12, 2016 for an eye exam and ordered 2 pair of glasses. When I picked up the first pair of glasses on March 26, 2016, I was unable to see out of them and the staff had me see the optometrist again to recheck the prescription. The initial exam was very quick - maybe 10 - 15 minutes at the most and this second exam was even quicker, probably about 5 minutes. She was rude and blamed me for the prescription being incorrect. Funny, I don't remember going to school to become an optometrist.

The glasses were reportedly returned to the lab and I had to call to check on their arrival, finally picking them up on April 20th. Once again I am still unable to see with these glasses and the office staff just shrugged her shoulders when I said I could not see out of them. I decided to take the glasses and give them a try but was unable to see out of them and when I wore them everything was blurry and made me nauseated. I also checked on the second pair of glasses and they said they were on their way from the lab. By April 27th I still did not have my second pair of glasses and sent a letter to Nationwide Vision Corporate Headquarters in Chandler, AZ and requested a refund. I had paid $59 for a less than stellar eye exam and $674 for 2 pairs of glasses - one pair I could not wear due to the prescription and the second pair never produced by Nationwide Vision. I gave them until May 9th to respond.

Late afternoon on May 9th a representative from Nationwide Vision on Chandler Blvd contacted me to tell me they had received the letter and did I still want a refund. I visited their office on May 10th and a credit for $674 was credited to my account, for which I am very thankful. They also had finally received that second pair of glasses and no surprise I was unable to see through them. There was no apology from this representative on behalf of the company.

I have had another eye exam at another much more professional Eye Care facility. I had them check the Nationwide Vision prescription against the exam this facility had done. While the right eye was close, the left eye was totally off. My vision in the left eye is normally 20/30 without correction and the Nationwide Vision prescription had a prescription which would put that eye around 20/80. My take on this is this Nationwide Vision optometrist needs further extensive training in examining her patients or she purposely changed the prescription when I questioned the first one. Either way it shows extreme unprofessionalism and I feel perhaps the AZ Board of Optometry needs to evaluate this optometrists skills or lack of.

I also feel the staff at this Nationwide Vision needs some serious customer service training. They seem nice enough trying to sell you something but the minute you question them if something is not right, they ignore you, shrug their shoulders and they certainly do not exhibit any desire to help you. Perhaps they do not realize they are not the only eye care facility in town and the competition is fierce out there. Word of mouth goes a long ways and people usually talk more about the negative experiences. I have no intention of ever going to another Nationwide Vision after my experience at this location.