Nationwide Vision Center

I will not be returning to nationwide vision I had scheduled an appointment online 4 days ago went to my appointment and the lady was so rude telling me I didn't have an appointment I simply walked out called another company and was able to get in no problem. My advice don't use the website it's not as they say it is because if u don't get the 24 hour call ur screwed

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

This company is dishonest they are charging me for service they did not provide. I was informed that I would be charged the copay and they charged me triple the amount instead.  These people are thieves

Regards,

Nationwide Vision has reviewed the claim and accepts the customers explanation of services rendered. After accommodations were made the final product delivered would indeed fall under the original benefit plan allowance. The Office has reached out to the customer to process a refund as directed....

Thank you for bringing this to our attention.

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,

Dear Ms [redacted], Thank you for making us aware of your difficulty. I am aware that as of this note you are in receipt of your order after several attempt to make them to your satisfaction. Nationwide Vision is committed to satisfying our patients needs to the best of our...

ability. If you are still unsatisfied, Nationwide will always refund your purchase within 60 days. Obviously with a few issues along the way, that service time is extended until you are satisfied. Please return your glasses to the office and they will kindly refund your purchase. If there are any needs that can be met, we will do all we can to make you happy. The staff in Kingman is aware of this concern and are ready to receive you. If there are any concerns going forward, the Kingman office can contact me directly at any time and I will do my best to assist them in meeting your needs.... Nationwide Vision

Thank you for allowing Nationwide Vision to hear your concern through the Revdex.com. We apologize for the difficulty you experienced. Nationwide Vision will happily accept existing frames with the understanding that we cannot be held responsible for the integrity of frames previously used or not...

purchased through Nationwide. We do, however, fully expect that, in doing so, customers will receive their glasses in a manner appropriate to their desires. If we cannot deliver on that promise we will refund the customer their purchase amount. While I cannot explain why the lenses were not returned as requested with the order, it is my understanding that in addition to the refund granted, Nationwide Vision allowed you to keep the manufactured product of all 3 pair free of charge as compensation for the missing lenses and that this resolution was suitable to you. Please accept my apologies if our information is in any way inaccurate. Your ultimate satisfaction is always our goal. If you are no longer happy with this resolution I would like to invite you back to the office for a resolution. The office manager is fully empowered to assist you in this process which will include complete replacement of the purchases in question, including new frames at no charge to you. She may also discuss alternative to this if it is your choosing. We have instructed the office to call our customer service desk at any time if necessary to assist you. Thank you again for allowing us to respond... 
 
Nationwide Vision

[redacted]:

We are trying to reconnect with this patient to resolve this matter.  We left a message this morning for him .  I will definitely respond to you  when we speak to him with the outcome. Thank you for  your patience on this.

Dear Ms [redacted] Thank you for bringing this matter to our attention. I apologize of behalf of Nationwide Vision, for the confusion. You are correct- the team member at our Bullhead City office should have let you know that the lab will not do warranty work without the return of the...

product. Simply put, the item under warranty must be recovered to validate the replacement order. The warranty does not cover lost or missing items as you can imagine. The product you purchased is among the finest of its kind and should perform superbly under normal handling. I am concerned that you did not receive this expected experience. I show that these glasses were purchased in February 2015 (not Fall 2014)- Please correct me if my information is in error. This means that you have an estimated 6 more month remaining on the warranty for this product. Nationwide Vision cares about the performance of its products and works very hard to provide options to serve all our patients' needs. If for any reason these new lenses fail in performance under normal wear over the remaining 6 months of the warranty term, we will happily waive the "co-pay" and replace the lenses at no cost you, 1 time before the warranty term expires. I hope this is satisfactory for your needs. Please contact Nationwide Vision Corporate Headquarters if any further clarification is needed. [redacted]I have forwarded a copy of this to the office for placement in your file. Again, thank you for bringing this to our attention. Sincerely- Nationwide Vision

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,

Hi [redacted]- Thank you for bringing this to our attention. I apologize for any confusion this may have caused. I have initiated a retraction of the balance for your account. While I cannot comment specifically on your invoice, billings such as these normally indicate a balance due...

resulting from an inadequate payment, for some reason, from the insurance company. Generally, as you know, customers are responsible for any balance due from claims filed in "good faith". However, I also feel it is the providers responsibility to notify a customer in a timely manner to rectify any issues. I feel at this point the claim should be forgiven due to a lack of timely notification. We appreciate your business and hope we can continue to serve you in the future. We are happy your experiences to this point have been pleasing and I hope our "correcting" of your service concern reassures you that your satisfaction is our TOP priority.

Dear Mr [redacted] ,Thank you for bringing this to our attention. Your satisfaction our ultimate goal. I have inquired into your situation and have been informed by the office manager that your glasses arrived on our about 7/16 after several delays that prevented a more timely delivery. We pride...

ourselves on our service and excellent delivery times on glasses and other services we provide. Clearly your experience does not reflect that mission. I have initiated an inquiry as to the reasons behind the delay. It is my understanding that the office manager has left you a voicemail at a number different than the one we had recorded. Please accept our apologies for any error on our part but please also confirm the original phone number on record. I suspect we have made an error. If we can be of any further assistance, the office manager has been instructed to extend the courtesy necessary to make sure you are pleased with your glasses. Once again, thank you for bringing this matter to our attention. Nationwide Vision

Thank you for the opportunity to address your concern. I have communicated your request to the office indicated. A representative will contact you to determine the information needed to solve your needs. Proper communication of services are very important to us and I consider it our responsibility...

to make sure patients are served to the best of our ability. If the patient in question was indeed eligible for services on May 20, we will gladly fulfill your request. Please understand that often there is an amount due for replacement services that must be collected before services can be rendered. This is usually the only reason that service may be delayed once authorization is obtained. Our office representative will communicate that information to you once we can determine the status of your sons' insurance on May 20. I apologize for any miscommunication on the part of Nationwide Vision and hope that we can resolve any concern very quickly. I will be updated by the office once you have been contact to assure a timely resolution.

Review: My eyeglasses completely wrong fit .Was told on initial visit if your not happy you can get a refund on your glasses excluding the eye exam or have them corrected . So meanwhile while my eyes are dilated ( I can't see ) I paid aprrox $750 .. They gave me my receipt( after she tells me I can get a refund or can have them fixed) on the bottom it says no refunds but don't forget I cant see that's why I ask her,if there's a return policy .. Well they got me .. I feel they took advantage of me not being able to see being that my eyes where dilated Went back. I was told at the first apt if your not happy you can return your glasses or have them repaired... I am not happy I want a refund on my eyewear ...Desired Settlement: Want a refund on my eyewear approx. $750

Business

Response:

[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.

I've been going to Nationwide Vision ever since the need for contacts first arose. Every time I go it's always been a pleasant experience. This last week I went for my yearly eye exam for contacts. My appointment was for 5:30 PM, but I ended up arriving half an hour earlier than expected. I went in assuming I would have to wait until 5:30 PM to be seen by the doctor, but that was not the case. They ended up getting me in earlier, completed my exam, and ordered my contacts. It's always and quick and easy process whenever I go. I would definitely recommend to anyone in the market for glasses or contacts.

This place needs to fire everyone at the labs... This will be the last time I go there.. Been going there because of the insurance issue.. But I would rather pay cash than go blind for false glasses. And waiting months to get my glasses.. Ppl in office were okay but I'm getting frustrated going on 3 months without my glasses. This has happened to me 4 times with this place. I call it place and not company for one reason. Nothing professional if you mess up a simple order.... My eyes aren't even that bad....like really dudes what is going on here ?? How have you not been sued already

Review: I have been attempting to get a pair of glasses from this store for more than 5 weeks now. My original appointment was 24 JAN 2015. I was mailed a pair with the wrong prescription on 3 FEB 2015. Those were returned on 14 FEB 2015. I was provided another pair of glasses on 3/4/2015 with yet another wrong prescription. The prescriptions in the glasses are not even close to what I currently wear and are therefore not acceptable. The staff has generally been rude and inattentive, eliminate generally and add misleading and unable to effectively communicate with customers. Yesterday's fitting was a disaster and now I'm still without glasses that have long been paid for. I simply cannot imagine that it can be that difficult to get this right. I have finally left with the assumption that they will just copy the prescription from my old glasses.Desired Settlement: because the store will ultimately copy my old prescription, their eye exam was pointless and the charge to my insurance is to be reimbursed so that I may use my annual limit in another location that is able to provide sufficient services. In addition to reimbursing my insurance for the eye exam, the company will also need to reimburse for the frames (partially insurance/partially patient paid.)

Business

Response:

Thank you for the opportunity to correct and/or respond to this customers' concern. As stated Mr [redacted] was re-examined by the Doctor and a new Rx was determined according the the customers request. As of today, The customer has been informed (on 3/11/2015) that the new Rx was received in office and is awaiting his arrival. If for any reason Mr [redacted] is dissatisfied, Nationwide Vision will appropriately refund not only cost to the customer but re-instate the benefits as directed. I have copied this repsonse to the District Manager and the office manager in hopes of making sure Mr [redacted] receives the service he deserves.

Consumer

Response:

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,

Review: My objective is to get a refund of $115.54 owed to me, because the Phoenix office refused to bill insurance company for payment. I was told to submit for reimbursement but my insurance company claims it would only take submission from nationwide vision for services. So nationwide vision billed insurance company and it's been over a year since I've been attempting to get refund from February 2014 office visit. I spoke to several employees and have been passed from one person to the next and I still don't have refund for double payment since insurance company paid claims back in2014. The last person(s) I spoke with is Maria and assistant manager Jennie who claim their doing their best to resolve this matter but I still haven't been refunded overpayment. This is very unethical practice telling me they submitted refund and it was process but then payment got lost somewhere and nobody can resolve this matter since July 2014. They don't deny being paid twice, even with conversion of new system making it difficult to track original cash payment for time of service. I would like closure on this matter and receive refund as they've been promising. I was told that they have a corporate office in NJ but couldn't find it to place complaint. This is very unprofessional and borderline fraudulent behavior for such a large corporation. Unfortunately, I shouldn't have to resort to this but it's been over a year and I have health issues that need my attention. So your involvement to resolve this matter would be greatly appreciated. Lastly, I would like this complaint document on their report. I can be reached at [email protected] for any other questions. Regards.Desired Settlement: To receive my refund for overpayment.

Business

Response:

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.

Review: I was required by my insurance to go to this office to get a replacement contact lens for my eye. I let them know from the beginning that I had lost the lens and that I did not have a second lens or a pair of glasses to use for emergency. They said I would have to wait a minimum of 3 weeks to get into the doctor! I asked if I could be put on the cancellation list in case an opening came sooner. They agreed!Two weeks into the wait I get a call saying they have an opening the next day if I would like to come in but I need to NOT BE WEARING ANY CONTACTS OR GLASSES for AT LEAST THREE DAYS! I was never told this from the begining, not one word! I requested to talk to the manager who was not in the office. I asked why no explanation! I have had the eye disease for over twenty plus years and I have been seeing eye doctors and have never had this issue before!The next day I called back trying to reach the manager to get some answers....still not in the office and was told that I needed to call the [redacted] office and finally got a name and number! Her first name is [redacted]! I left a message since she was not in again even though I tried more than once! This was over two weeks ago and I still have never heard from her!My original appointment was last week. I went in and saw Dr. [redacted] his customer service was as poor as his manager! He has no bedside manners! I very unhappy and disgusted with this office and will never refer anyone here! I am only here because I can not afford to go anywhere else but as soon as I can I will not be back! I have been dealing with these eye issues for over twenty years and I am totally unhappy with this company and their offices here in p[redacted] and will let all of my family and friends know about the customer service that they give to their patients here in this city!!!!!!I have to wait a minimum of two weeks before I will get my fitting for my replacement lens. Which means I have to wait over a month! This is bad when it is your eye sight.Desired Settlement: They need to have better customer service training for all personal in their offices that make them understand and deal with their customers needs individually better!

Business

Response:

This patient has an appt today (10/9) at the Medical Center for her screening with her trial lenses. She is aware that there might be one more fitting to finalize. We fully understand her frustrations and we are trying to do everything we can for her.

Review: Went to the business on 9-22-2014 to get a pair of new glasses. I did receive my glasses and was satisfied. I paid my bill in full in the amount of $459.91 which left a balance of $ 0.00 I do have that receipt . It is now 7-17-15 and I just received another bill for $39.53 mind you this is 10 months later.The bill also says it is the first notice???? I went to the store to see if they could help me and they could not and didn't understand why I was getting billed but they were very nice and told me to call customer service. I called customer service to resolve the problem and all she told me is that I owe it and it is my choice to pay or not really? I wasn't impressed at all. Needless to say I will not be paying it because I paid my bill in full. Me and my family will not be using Nationwide Vision for our eyeglass needs any longer. Thank youDesired Settlement: Just want them to remove the changes of $39.53.

Business

Response:

Hi [redacted]- Thank you for bringing this to our attention. I apologize for any confusion this may have caused. I have initiated a retraction of the balance for your account. While I cannot comment specifically on your invoice, billings such as these normally indicate a balance due resulting from an inadequate payment, for some reason, from the insurance company. Generally, as you know, customers are responsible for any balance due from claims filed in "good faith". However, I also feel it is the providers responsibility to notify a customer in a timely manner to rectify any issues. I feel at this point the claim should be forgiven due to a lack of timely notification. We appreciate your business and hope we can continue to serve you in the future. We are happy your experiences to this point have been pleasing and I hope our "correcting" of your service concern reassures you that your satisfaction is our TOP priority.

Consumer

Response:

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,

Review: I took my pair of glasses in for repair over 5 weeks ago. I have called at least 6 times inquiring about when glasses would be in. Statement I continue to receive from Nationwide is that they are having problems with factory in New Jersey. I have been without my glasses going on 6 weeks. I spent over $700 on these custom lenses and have not been able to wear them even one month. Totally unprofessional service and truly disappointed in the way I have been treated.Desired Settlement: I just want my glasses ASAP or will go forth with legal action.

Business

Response:

Dear Mr [redacted] ,Thank you for bringing this to our attention. Your satisfaction our ultimate goal. I have inquired into your situation and have been informed by the office manager that your glasses arrived on our about 7/16 after several delays that prevented a more timely delivery. We pride ourselves on our service and excellent delivery times on glasses and other services we provide. Clearly your experience does not reflect that mission. I have initiated an inquiry as to the reasons behind the delay. It is my understanding that the office manager has left you a voicemail at a number different than the one we had recorded. Please accept our apologies for any error on our part but please also confirm the original phone number on record. I suspect we have made an error. If we can be of any further assistance, the office manager has been instructed to extend the courtesy necessary to make sure you are pleased with your glasses. Once again, thank you for bringing this matter to our attention. Nationwide Vision

Consumer

Response:

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.I received message/voice mail from Nationwide. I will pick up glasses tomorrow.Thank you very much.

Regards,