Nationwide Vision Center

I purchased a new pair of glasses 8/29/15 and was told 10 to 14 days for them to arrive. It's 9/26/15 and I placed a 4th call to the location on Estrella parkway in Goodyear to find my glasses are in. No calls were ever returned to me to say they were available for pick up. Horrible service, attitude from girls who answer the phone. They act like you're wasting there time. Never using them again. Good luck if you use this location. [redacted], ex customer.

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

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

Consumer

Response:

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.

Business

Response:

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.

Review: on 7/24/13 I went to the Nationwide Vision Center in Gilbert. I was in formed the day before that my copay would be $25 and it was noted in the system by [redacted]. I arrive on the 24th get my vision checked at at checked out am charged $35 instead of $25 which is what my copay is and is even stated in the medical records. The front desk girl and the office manager both stated that the refraction was not covered by the insurance and that I had to pay and additional $10. They specified that if my insurance did cover it they would refund me me money. I received my EOB and low and behold my patient responsibility was $25. So I called the center and told them my insurance paid the bill and states my responsibility is $25 I need my refund. [redacted] now goes in circles with me stating that my insurance needs to call them, then stating it'll be done automatically, then stating that I need to call their Corporate office. I call the Corporate number I was given [redacted] and speak to [redacted]. I explain the situation and she transfer me to the district manager [redacted]. His vm is full so I can't leave a message. Then she offers to have him call me back. Never heard back and this is not the first time they have made us pay bogus fee. They also did this when I got glasses for my daughter saying I needed to pay $20 extra for the poly-carbonate glasses the insurance wouldn't cover and that if I didn't do this they insurance wouldn't cover the rest of the cost. Low and behold I later found out from the insurance that I could have just gotten what they covered that poly-carbonate lenses weren't "required" like the office had stated.Desired Settlement: I need to have the excess $10 refunded back to me. My preference would be by check or go into the office and have them refund me the $10 back to my card.

Business

Response:

Our manager called Ms. [redacted] and explained this patient"s benefits. We show that this year they no longer cover the refraction fee. However, when we receive the statement from her insurance company and this benefit is covered we will be all means refund her $10.

Consumer

Response:

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.I did receive a call from [redacted] the District Manager and he did say I would be refunded but then got a call from [redacted] in the billing department and said I wouldn't and then got a call from [redacted] again saying she was incorrect and that I would. I have attached my EOB and my correspondence from my insurance which shows that they did cover the fee and that my responsibility is $25 and any over payment done needs to be refunded. It also shows they were paid on 8/10 so they should have received their payment by now. I will accept their resolution once I receive my $10 refund.Regards,[redacted]

Business

Response:

We have issued and sent a check for $10 to [redacted] on 8/23.

I visited the nationwide vision office at oracle and Magee in Tucson today for a check up for my eleven year old son. The tech who performed the diagnostic tests was not experienced with kids. He didn't explain the tests or what was happening and my son had a hard time. The doctor then told me at the end he thought my son was lying about needing glasses. I was blown away at the lack of understanding and consideration in the way they treated my child. My son was in tears when we left. I will never go back.

Horrible, first visit was told insurance would pay at the end of visit say I had to pay $104 plus if I wanted to add warranty for addition $39+ Since it was for a child I got additional warranty and of course went back because my son broke them and they then tell me I needed to pay an additional $62 to get them fixed. I asked what was the point of the warranty they said it was cheaper. I said it ends up the same price I paid the warranty because I was told it would cover brakes and scratches and now I am told I still have to pay more. I was told that there policy has it and I told her wouldn't they tell customers that. The Manager said everyone tell the customer I told her obviously not if I wasn't aware of that. In that case I wouldn't had bought the addition warranty. Did not get fixed with them will go somewhere else Horrible service. Staff not professional at all.

Review: I received a quote of $240 on two pair of glasses (lenses only) from Nationwide Vision on September 21. I went back on September 23 and was given the same quote of $240 for 2 sets of lenses. I agreed to the price of $240, signed and paid for the product up front. I was told that the glasses would be ready in 5 to 10 days. I received a call from Nationwide today. September 26 stating that they had made a mistake and that the glasses would be $532.($292 more than I had been quoted and agreed to pay)Desired Settlement: I would like Nationwide to do what they agreed to do and I paid them up front to do and that is to charge me $240 for my 2 pair of lenses

Business

Response:

We had received this complaint at our corporate office 9/26 . Patient was mis-quoted on the cost. However we are processing his order at the original quote.

Review: I went to Nationwide Vision 1/13/2016 because that is the provider for my UHCCP Insurance. After receiving the wrong prescription and going back 3 times, and after complaining, with several letters which they did not accept as valid, I finally got a new prescription after a re-examination.

It turns out that I WAS right.

It turns out that they did not explain, in a way that I understood, that my insurance pays $150 for glasses. I paid a total of $153.96 for upgrades (that I did not understand) and that are NOT on the final pair of glasses that I ultimately had to order on 3/1/2016, after receiving a RE-examination and ultimately given a DIFFERENT and CORRECT prescription.

Bottom line, none of this would have happened had they diagnosed my eyes correctly and given me the proper prescription in the first place. The final pair of glasses cost a total of $150. My insurance pays $150. I want a refund of $153.96. They cannot charge twice for a pair of glasses just because they made costly mistakes. THEY REFUSE TO REFUND MY MONEY. I will continue to pursue this on all social media if necessary.Desired Settlement: I want the sum total of $153.96 returned to my Visa Credit Card immediately. I have contacted United Healthcare Community Plan, my Visa Credit Card Member Services and the AZ Attorney General's Office Senior Services Department.

Business

Response:

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.

Consumer

Response:

[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,

Review: After having eye exam "sales" personnel sat down to discuss the eyewear and lenses. Even though the final descision was mine with some help and advice from the "sales designer" I choose to purchase no line progressive lenses. This was done knowing I had never worn this glasses before. The glasses did not work and so after speaking with another optician in the store it was suggested I get plain lenses for distance and just buy readers. When I spoke with same lady who ordered the first pair I asked I get refunded the difference of the approximately $135 added for the bi focal and then order the distance lenses. She told me I paid $483 for the glasses and there would be no refund. I just want the new lenses made with the 135 for bi focals taken off. Unfortunately the final receipt States no refunds on custom made eyewear or contacts. I would like to point out that at no time during the ordering was this convayed to me or at the end of the end of the transaction. I am requesting the charge be put back onto my card and we start over with a new order.Desired Settlement: My credit card be refunded for$483.00 and the new prescription be made. Or keep the 483.00 give me the new lenses and refund the $135 for not having progression lenses. Also to make their refund policy more clear when consumers are shopping and put big signs ln the stores stating their policy. Also point out the policy on the receipt...which was not to me.

Business

Response:

This patient came back to the office on 10/24 asked for and was given a full refund.

Review: I recently made two eye appointments with the Nationwide office in [redacted]. I was told the charge for a Senior was $38.00 and therefore made appointments for myself and my husband. After my very professional examination by the Tech and the

Doctor I was ready to pay my $38.00 to the office manager. I was told it was $59.00 because I had to have a coupon to pay the $38.00. I informed her the appointment person had not mentioned a coupon was needed and I thought I should pay only the $38.00. The manager was unbending and made me pay

$59.00.Desired Settlement: The "right" thing for her to do would be to charge me

$38.00. This is unethical and so very unprofessional and I feel I should receive a refund of the $59.00 or, at the very least, a refund of my over-payment of$21.00 because of the very unpleasant experience this morning. After all I was quoted a $38.00 fee and I shouldn't have to pay more!!!

Business

Response:

The coupon was for (and states) dialation and eye exam. Patient refused dialation so price reverts back to regular price.. However, we have already refunded the difference on June 21st to patient.

When I ordered glasses from here I received different frames then what I ordered. When I looked at the receipt and thought I had proof they were wrong I took them back. They ordered new frames and again they were wrong. The store manager said they were correct even though my husband and I both said they were wrong. She told us she had given us excellent customer service which we never saw. How is arguing with a customer that the glasses they picked out are what they are telling are wrong excellent customer service? I know what I like and what I don't I know what I would wear and what wouldn't how are you going to tell me I'm wrong? Now I have no glasses and they refuse to return my money. How is that even legal?

Each store is individually owned therefore the experience at each store will be different. Technician didn't know what one of his devices measured, over- all lack of understanding of how to conduct tests. Conducted one test incorrectly another employee "fixed" it without re-conducting the test. I think that I was 'baited and switched' on pricing but I didn't keep my notes but I feel that the difference was in the vicinity of $100.00 . I wanted new lenses (new prescription) in my existing frames, progressive lenses and no other options. Total cost $224. The optomitrist is a very good business man based on the new Corvette that he drives

Review: Ordered and paid for contacts - 3 weeks ago. They have not arrived. I keep being told they will call me, after they contact the 'lab', and then they don't call.Desired Settlement: Would really just like my contacts that I paid for. But short of that, a refund.

Business

Response:

We have received one box of contacts, 2nd box on backorder. Manager spoke to patient 4/29. We have offered him two more boxes or a pair of sunglasses at no charge for the delays.

I recently visited the Nationwide Vision Center in Flagstaff, AZ located on [redacted] and it was by far, the worst experience I’ve ever had. Their lack of communication, professionalism and customer service skills is appalling. I genuinely feeling sorry for their Doctor, he’s a truly exceptional individual and he has a horrible staff on his hands. I ran into 3 major issues with this location; they were extremely rude and unwilling to help me when I brought these issues to their attention.
1. When I was going in to have my eyes tested on their machines, their male technician was having a problem with one of the machines and went on to say “This piece of junk! These machines are so outdated!”
First of all, this created fear for me, their customer, that my prescription would be incorrect due to old, “outdated” machines. This technician was sarcastic throughout my entire visit, not personable what-so ever, and he clearly did not enjoy his job, it showed through all aspects of his work.
2. When selecting my glasses I was paired with this location’s Manager, she was extremely pushy, when going through added options I could have selected she mentioned the “Anti-Glare”, I was curious to know how much it would cost because I was interested (considering I work on a computer most of my day) and she said “It’s only $40”. Later, as I was being driven home, I read my receipt and noticed the Anti-Glare was $40 PER LENS!! She completely failed to tell me this and led me to believe it was a flat rate of $40.
I was upset that she did not explain the pricing better; it was such a lack of communication. This individual was in too much of a hurry to get me in and out of the office to care about my needs. When trying on glasses, if she didn’t like the pair I had on she’d say “Oh those look terrible”, “Oh those look ugly on your face shape”, “Those aren’t fit for your style”. How could she have possibly known what I do or do not like? It was hurtful, what if I had fallen in love with a pair of frames she said were “terrible” or “ugly” on me? It was pure lack of professionalism and empathy for the customer’s feelings.
3. My last issues was that the woman, I previously spoke about told me “Your total today will be $180.95”, later while checking my bank statement, I learned they had charged my card $200.95, this is clearly not the amount I was told I would be paying.
When I called Nationwide, they couldn’t explain why I had been charged more than I was told. Their assistant manager, [redacted], said “Let me call you back”. It took them a full 24 hours to find why I had been charged extra, this was ridiculous and it made me furious that they couldn’t properly handle my problem in a timely manner. When I received a call it was another individual, [redacted], she was disrespectful, rude and had no customer service skills. In nice terms she told me how stupid I was for not understanding their pricing. I do not work at their store, I’ve never visited this store before, and obviously I don’t know their pricing off hand! They refused to give me the Anti-Glare for $40 as I was quoted, so I decided the best decision would be taking the Anti-Glare completely and they refunded me the money over the phone onto my credit card.
In conclusion, I will never return to this location or any Nationwide Vision Center for that matter. To top off my frustration with poor customer service, I was told it would take 10 business days (at the most) for my glasses to come in, it took them 15 full business days to have my glasses ready. I’m disappointed in the lack of care they have for their customers and how rudely I was treated when I brought these issues and problems to their attention, in order to have answers. I work in Customer Relations, I know what proper, true customer service is and Nationwide Vision has a clear lack of customer service. I may not have had on my business attire but that does not give them the right to treat me any different than any other person to walk through their doors. Every single customer should be treated with the up-most respect and professionalism. I am extremely disappointed and will not return; picking-up my glasses was the end of my business with Nationwide Vision Center.

I had my eye exam today on 11-16-2015. Went to this company 2 years ago for an eye exam. Did not feel comfortable with the experience then.... I should have known better than to see them again today! Just received a call that my prescription, they gave me, was for someone else!!

The staff could be heard talking about their "grand children's" events. Thought this was so unprofessional.

Review: Picked up glasses on 9/04/14. Total bill was $219.95 Was not told at the time the $79.00 lens coating would not be paid by my insurance. I have my receipt showing a benefit deduction for all items including the lens coating and a Zero balance. Two days ago, (just over 8 months later) I received a bill from Nationwide Vision for $63.98. When I called them I was told it was for the $79.00 lens coating with a 20% discount. I explained everything to their associate [redacted]. Was told I still owed them the $63.98. Didn't make sense to me. Called them again yesterday, they did not return my call. So, I'm asking you for assistance.Desired Settlement: I want a billing statement from Nationwide Vision showing removal of the $63.98 amount due and showing my account with them having a Zero balance.

Business

Response:

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.

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 had an eye exam and ordered new prescription eyeglasses on June 25, 2014. The new eyeglasses that were ordered were polarized lenses. I never gave the employee any indication that I wanted polarized lenses. She knew that I was there to update my prescription and purchase regular progressive lenses for my glasses that I wear every day. I made payment for the eyeglasses on that day, then noticed her mistake on the invoice later that evening. I called the location the next morning and the order was corrected. I received a credit on my credit card statement for the difference in the total amount. I was told the eyeglasses would be arriving 7-10 business days. I waited 15 business days, then stopped by the location on July 18th to check on the glasses. The employee looked up my order and said, "I only see the old order here." She did not say that they did not order my glasses, but that is what I understand to have happened since there was no new order. She told me she would re-order them and keep me posted. She called me on Monday July 21 and said that she had placed the order and asked the lab to rush the glasses. It is now July 30th and I have waited 23 business days for the eyeglasses. I contacted Nationwide through their website contact form and I was to be contacted within 48 hours. The 48 hours are up and I have not heard anything. This business has $296 of my money and I have nothing to show for it.Desired Settlement: I desire a partial refund. I don't care to allow this company to keep my full payment. My insurance paid a portion of my bill, so if I get glasses from another source, I will not be able to use the insurance again. I need the glasses as my older prescription has gotten blurry.

The location at 75 ave in phoenix,is the worst nationwidevision ,there customer service is awful,I have used nationwide at other locations and was very satisfied,some off the staff at this location are the rudest people,when ileft I expressed how dissatisfied I was ,and would be calling my insurance company upon leaving,left called insurance company,was back at nationwide,picking out a new pair of glasses,then tried to make me t

believe it was my fault,I ordered glasses on November 2nd and its November 25th 2015.and still have not received them.very unsatisfied customer

Review: I purchased glasses at a net price. The salesperson checked my insurance prior to purchase and we discussed that the price of the frames would not be covered by insurance. After the discussion I was quoted a net price which I paid. I later received a bill for $112 for the frames as they were not covered by my insurance. If we had not discussed this prior to purchase and both agreed he price I paid would be without insurance I would have paid the difference. This was a deliberate deception on the part of Nationwode Vision or their employee. Dishonest and unethical to say the least.Desired Settlement: I would like this complaint recorded with the Revdex.com to protect other consumers from the deceptive sales practices and their bait and switch practice. Additionally I would like the additional charges deleted, I will not support their dishonesty by paying this bill regardless of the corporate decision. I hope the Revdex.com can protect others,

Business

Response:

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

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,

Our family has be apart of the nationwide vision for over four years were loyal customers until yesterday. I went picked up my daughters eye glasses she tried them on and said they are to strong I asked the front desk what can is I do to fix this? The old time sales tech got involved and stated in on me. I asked what could he do for me and he said," NOTHING". He also used words like I do not care if you are a nurse and that I am not my daughter and have no idea about her eyes. I stood there applauded that a man that sees us every 12 month is verbally attacking me in front if these customers and my daughter so loud the doctor came out of his office. I told him I to state nationwide a policy and that this company lost my business and he didn't even care. Someone so rude does not deserve to work with people who need there medical issues supported. I'm very dissatisfied and I hope someone will help me fix my daughters glasses since they charged me and my insurance.

Review: On May 20th 2015 I called into the Nationwide Vision office to request a replacement of my sons glasses, I was informed that the replacement was filed and would be available in about 2 weeks, After waiting almost 3 weeks I called again and was informed that the order was billed to my insurance but had not come in, I would be contacted when it was available. On July 7th 2015 I called the office again, spoke to [redacted] who placed me on hold when looking into my account, finally the office manager [redacted] got on the phone and explained that there was no order filed with their office and that the process of a replacement would not be taken over the phone...I proceeded to explain that my insurance is no longer in effect and this Is the reason the replacement was requested on the date originally stated, she then proceeded to say it was not an office mistake due to this not being the way things get processed in there office.Desired Settlement: Since the office did not process my request on the original date I would like them to replace the glasses as originally requested and repeatedly discussed with them.

Business

Response:

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.