Nationwide Vision Center

Review: I scheduled an appointment at Nation Wide Vision for an eye exam. I provided my insurance card and had the exam. I was to be charged $20 per my insurance Blue Cross Blue Shield. I was charged $60 by the company; when I inquired why I was being charged that amount if I did not purchase any products from them and only had an eye exam that I was suppose to be charged for I was informed it was for "other services." Other than providing a "regular" I eye exam; this company provided no other services. This company is charging for services they do not provide and not notifying clients the charge until the end of the exam where they are forced to pay. The company is a scam and rip off.Desired Settlement: I want the over charge of 40 dollars returned to me or I will take this to the AZ Attorney Generals office.

Business

Response:

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.

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

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,

Review: I purchased a pair glasses fall 2014 with special scratch resistant coating, the glasses fell short of what was promised despite following the careful cleaning instructions provided. I returned the glass 20-30 days later to the store explaining my concerns and they took the pair and claimed to have sent them to the lab with a response of nothing they can do about them, they were worn for 30 days. Well I decided to utilize the lens replacement warranty and I explained I wanted my old lens' returned to me so I could compare the two lens. Linda the clerk Guaranteed I could get them back and wrote it on the lab slip. I got to pick up my glasses 2 \weeks ago and they tell me the lab hasn't sent them. I don't take ownership of the glasses and state I will take them when the lens arrive. They call me this week and tell me the lab disposed of them. I explained to them that I was told I could have them and I would not have had the replacement done if I could not get them back. Nicole, basically said too bad its not our policy to return them. I proceeded to return the replacement and she said no. The area Manager called to tell me their policy but I am not the one who said the lens would be returned. Linda, admitted to telling me this and stated, " this is a lesson learned for me. I did not know you could not get them back"Desired Settlement: I would like to be reimbursed for lens. The first could be prorated and then the cost of the replacements. I feel the lens were not of the superior quality quoted by the sales clerk.

Business

Response:

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

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.

[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,

Business

Response:

Hello [redacted]

Thank you for allowing me the opportunity to clarify our response. Please call us at [redacted]nd ask to speak to me if this response is in any way unclear OR satisfactory. While the Revdex.com is an excellent resource for both consumers and providers to resolve concerns, it cannot replace the benefit of you and I talking to each other. We are however respectful of the Revdex.com and obligated to respond through this resource if that is the method you choose. So- to hopefully be more clear- We will happily honor a free replacement of the lenses now AND anytime for the next 6 months if the lenses should be determined to be "defective". Defects refer to items similar to what you described. Of course scratches and damage are not covered as defective. I will however, at your request consider the lenses within the "paid" warranty period for 1 year from today under the normal terms of the warranty and any subsequent replacement of lenses due to normal wear and care. The warranty will charge a co pay for scratched or damaged lenses caused through routine wear and care. Effectively, this will "restart" your lens agreement, as you request, and give you the same provisions as a brand new pair of lenses. Please visit the location you received your service and they will take care of you. Again, call us if you need to discuss anything further. We hope this satisfies your concerns. Have a great day!

Review: I went to Nationwide vision to but eye glasses picked out Frames and when everything was finalized I ask how long it will take and Danielle said it will take 7 to 10 days to come back then I asked if she can put a rush on since I Need the proper eyewear for my job which requires me to work on a computer for 8 hrs a day, stated most times comes back earlier. So I contacted Nationwide again on Thursday 4/30/2015 and was told it was shipped that day and it will be here either Friday or Saturday Which is past the 10 day mark. They say 7 to 10 days which is totally wrong its been longer then 10 days. I will never do business with nationwide again.Desired Settlement: I would like nationwide to honor what they tell their customer and be open and honest. I cannot do business with a business that has no integrity and don't help get customers the eyeglass that well help doing their job a whole lot better.

Business

Response:

Dear[redacted], Thank you for making us aware of your concern. I apologize for any inconvenience you may have been caused due to the delay of your glasses. While we do inform our patients that typically, glasses take 7-10 working days, it is also true that most glasses come in much quicker than that (75% within 5 actual days or less, 90% within 7 working days). Investigating your concern found that indeed your glasses took the full time, even a few days beyond that, primarily due to the fact that the frame you selected was currently under re-supply and did not arrive at the lab until April 30- this is quite an unusually long delay for a re-supply order. We will not accept delays like this as excuses for missing expected delivery times. My understanding is that the lab "under order from Danielle" expedited your glasses and shipped them the same day they received the frame. Records show you received the glasses on May 2nd. Clearly longer than the anticipated time you were led to believe and more so disappointing in that you hoped they could be quicker. Your Optician, Danielle is also disappointed that you were not 100% happy with your experience. I understand she was of some additional assistance to you on or about April 24. She was quite complimentary of the experience with you and hopes that should you have any additional needs, she is and will continue to be there for you as she has been in the past. While we will continue do our very best to meet each of our patients' needs. We expect and demand that our associates do all they can to make sure every experience exceeds expectations. We are disappointed when we fall short of those expectations and will continue to evaluate proper courses of action when we are aware of these circumstance. Thank you for the opportunity to respond. I will make sure that Danielle contacts you to make sure you are satisfied with your eye wear and address any additional needs. Nationwide Vision

Review: On May 11,2014 I had my eyes examined and ordered new glasses. Two weeks later I picked up my glasses. I couldn't see with them, but they insisted I try wearing them for awhile. A couple of weeks later I reported that I still could not see with glasses. The doctor re-examined my eyes and requested new glasses. Meanwhile I have been in the hospital. My wife called to see if the new glasses where in. I went to pick them up and STILL COULD NOT SEE. They said that I would have to see a medical eye doctor for surgery before they would do anything. I asked them to just redo the glasses with an old prescription that was working for me better than the "new" one. They refused and again repeated that I would have to have surgery before they would try to make the glasses. They said that there was not any insurance or warranty on the glasses. They definitely would not give a refund.Desired Settlement: I would like a refund or glasses that actually work without surgery or they could make the glasses with the old prescription that works.

Business

Response:

Mr. [redacted] is having difficulty with his prescription. There are other circumstances that are going on that he will need to address with optomolgist . Mr. [redacted] cannot return to the office at this time so we will refund is payment of $150.97. This was all relayed to his wife.

Review: The writer went to purchase eyewear and my insurance coverage the contact fitting fee and the exam. However, the agency decided to charge me 59.00 dollars citing that even though this subject had a contact exam that purchasing glasses excluding one from such eligibility as delegated in ones insurance. However, this writer purchase glasses and contacts and did not have an eyeglass exam, but contact exam and was charges for fees that went against benefits. Additionally, when first arrived to pick up glasses I purchase nike glasses and received a converse eye glass case, and when asked about it they said that is all that had and it didn't matter, but if I wanted the right case to come back in later on and check. Furthermore, the manager and receptionist was rude, and the recipient asked me to take my phone away from he counter as I was prepare to show my insurance benefits that was downloaded to my phone. They refuse to listen and cited that I was not entitled to the benefits as outlined on my benefits, and I will not be able to get another case. They asked if very rudely, if I wanted my glasses or not in a harsh tone and told me to sign for them.Desired Settlement: I would like what a paid for, a nike case with nike glasses and not my glasses thrown into any case they can find and my benefits been rendered correctly, instead of them manipulating the system and trying to scam me out of money because they cant comprehend how to apply eligibility of customer benefits.

Business

Response:

We tried to explain to Mr. Smith that if he purchases glasses and contacts his benefits do not cover the fitting fee. If he purchase contacts only, his benefits will cover the fitting fee. His benefits with his insurance coverages is better for glasses. This is determined by his insurance plan.

As for the case, we do not always receive branded cases with our brand name product. However, I have located a Nike case that I will be mailing to his address.

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.

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,

Business

Response:

[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.

Review: I have used Nationwide vision center for my eye care needs since I was a child, over 15 years. this year however has been different. I ordered my name brand glasses on 2/14/15 and paid in full 236.97. I received them the following week. the prescription was off and I was seeing double, kind of like shadows of images. I took them back 2 days later. it took 2 weeks to get them back this time, after the eye technician sent them back twice. only to find out they were still wrong. I took them back again. I received them back after 3 weeks this time and they were still incorrect. I took them back again. they have now sent them back 5 times and they lenses are still incorrect. I was told its just my vision. I cannot wear them for more than 5 minutes with out getting a headache. I cannot drive with them because its extremely dangerous seeing double. when asked about driving with them they said I still could and thats my problem. they refuse to refund my money and refuse to fix the lenses. its now 5/6/15 and I still dont have my glasses for now almost 3 months. I would like to get my money refunded please. that is all.Desired Settlement: $236.97 refunded back to me for the money I paid to have good quality vision lenses made for me, that ended up being none of that and still do not have. the store and district manager have refused to refund me money and accused me of saying im lying about seeing double vision.

Business

Response:

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

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 son there Wed feb 26, 2014 and the whole office was rude, and talked down to me as a customer, and controlling. Even the doctor spoke down to me. As of Wednesday March 5th, 2014 I called them to get an update on my sons glasses and when I should be expecting them...they don't me about week. I received a call from Paul the assistant manager the next day (3/6/14) stating the glasses came in and they have a scratch on them and it will take another 7-10 days to get them back from the lab. I stated that was unacceptable since it wasn't even my fault the lab messed up. He refused to do anything about it. And hung up on me. I called the district manager and filed a complaint. I was able to go get these glasses only because my sons schooling is being affected due to not having the appropriate glasses. They are getting a new lens and will be at this specific location Saturday or so they said. When I got to this location to pick up the scratched up pair of glasses....they were crooked and the right arm of the glasses were broken. Paul once again wasn't accommodating to my needs as the customer and didn't show any care of sympathy. He walked away from my son and I without fixing the glasses or even apologizing let alone saying good bye.Desired Settlement: I want new glasses and new lens that are not broken or scratched.

Business

Response:

We received the order to replace the scratched lens on 3/6 and sent to the store 3/7. The patient came back and we replaced the lense for her. The frame needed an adjustment that she chose to have done at her Dr.s office. The office called her 3/10 to follow up and was told by the patient that "no further communication is needed from Nationwide Vision." We truly hope that we have met her needs for her son.

Patient Services

On 6-2-15 I ordered prescription sunglasses at Nationwide Vision [redacted] Gilbert AZ 85296 ###-###-####. I paid $172.99 by Credit Card and my Eye Med Insurance paid $231.94 on 6-5-15. Employee [redacted] told me it would take up to two weeks or five working days to receive my sunglasses. I have not received any phone call from the store regarding any delays in processing the order. I called the on 6-12-15 and was told the Lab is putting final touches on the glasses. I visited the store on 6-16-15 and was told the glasses were shipped on Monday 6-15-15 and should on Wednesday 6-17-15 or Thursday 6-18-15. Today is Thursday 6-18-15 at 3 PM and I have NOT received my sunglasses or a phone call from the store regarding a pick-up or delay in delivery. I am thoroughly disgusted at how this store has not yet delivered my sunglasses but has collected in full from me and from my insurance.

Their employees works like two hands, but one hand doesn't know what the other hand is doing ... I had a bad experience , its taking them two moths to do my son eye glasses and I they are not done yet..................

I don't know how long more I have to wait ..

Review: On August 7th 2013 I purchased 4 pairs of glasses for my wife and I from the store on [redacted] I spent $1194.76 , I had my glasses just 6 months when I experienced a problem with them I took them to the store in [redacted] because I had a loose arm on my glasses the girl could not tighten or loosen the screw on the glasses due to a defect , She stated that she can check to see in the frame was in stock then she preceeded to tell that it was going to $149.00 dollars plus tax I said excuse me I have to pay for a manufactured defect ? she said I could pay $40 for a warranty then it would be only $50 which is a total of $90 which is unacceptable for something I did not do all I wanted was my glasses fixed the way they are suppose to be I should NOT have to pay for a defected pair of glasses at all , I just want some resolution I feel that I should not have to go to all this just to get my glasses fixed unacceptable , All I want is my glasses fixed thats it. Please help me in this matter ThanksDesired Settlement: Just want my glasses fixed thats all ...

Business

Response:

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.

Review: Hi Team

I thought of bringing my very embarrassing/disgusting customer experience I am facing from Nationawide Vision store located in [redacted]

This is relating to my order # [redacted] ordered @ [redacted] - Nationwide Vision located [redacted]. Dated Jan 24th

I placed this order for my son [redacted] new glasses on 01/24/2015 under [redacted]). Till date I haven't received the glasses.

My Correct address:

Address captured in the receipt:

When I ordered the glasses the representative asked for my ID proof and gave my Driver’s License to them to capture my home address. Unfortunately she had fat fingered it and entered a wrong address instead of [redacted], she entred [redacted]. During the order, they informed me the glasses will be ready within 5-10 business days. They never informed me, that it will be shipped to my home address

I started reaching the store over the phone from 02/09. They stated they have already shipped the glasses to my home address on Jan 26th. Upon re-checking my receipt, I found that my home address has been incorrectly captured by the nationwide vision representative (Jeniffer)

After identifying the fault at them, the response from the manager Jenifer and representative [redacted] is not responding in customer acceptable tone and their response is really arrogant. They stated I have to wait until the package is returned to their lab, to hand it over to me. I clearly informed them, I can't wait for that long, as my son is crying daily for past 3-4 day due to head ache, as his eye power got changed. This is impacting his health and studies seriously. I gave a call back to store on 02/10 and spoke the manager again to get the latest status. Unfortunately they gave the same answer. The store manager is not ready to listen to my grievances, she simply stated, if need be I want go and check the local post office, as the post code in the address is correctly mentioned. But she stated she doesn't have the tracking number.

Even though it's not my responsibility, I went and checked with Washington post office on 02/11 ([redacted]). Without tracking number the post manager is not able to get the right status. Based on my request, he personally went and checked the aisles, but no luck in finding the package.

On 02/11 @ 4:20pm I reached the store in person and explained my scenario once again to the rep [redacted], she went and discussed with [redacted] and gave me the same response as I need to wait until the package is returned to the lab.

Now they asked me to reach the corporate office. As a customer I feel this is a sole responsibility of the store and the manger to deliver the order.

I reported the same to the UHC vision, and over the phone they wanted to speak to the nationwide vision representative on 02/11. But they were not ready to talk to the insurance agent.

As a business owner and store manager, I see listed things to be communicated to the customer,

- Customer should have informed about the home delivery during the time of order

- The mistake is done by the store person who incorrectly keyed-in my address

- When they were notified about it, the manger should have given an acceptable answer with an apologetic tone or get a new glasses ordered

- They don’t have the tracking number for the package and they don’t know where the package is. But they ask me to wait until the package returns.

The responses from the representatives are very irresponsible. I need your immediate attention to resolve this issue.

They even stated they are going to call the Cops to arrest me if I don’t leave the store.

I lost my half-a day wages for past two days, as I have to leave early to take care of my son and visit the post office and the store in person.

Thanks

[redacted]Desired Settlement: I need my glassess delivered as soon as possible. Compenstate my wage loss, trauma for my son's issue

Business

Response:

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.

Review: I stopped by the store to make adjustment of my Chanel Sunglasses.

One of staff broke a leg of the Sunglasses by mistake.

They introduced repair shop, but they couldn't repair it.

They told me they were not responsible.Desired Settlement: I want them to fix the broken leg or replace it.

Business

Response:

The District Manager and/or store manager is attempting to call this customer to make some arrangments.

Me and my wife was turned away twice because we were diabetics. They our Insurance only covers healthy people. We called our insurance they said we should of been covered. Nationwide said they will take our insurance to purchase eye glasses only. They would not give us an exam.

Review: My name is [redacted] and I have had the worst treatment/ service from [redacted]. I paid for an eye exam 4months ago to receive contacts as well as paid over 200 that day. I had no problems until my trials came in and when I came in a couple days within receiving the call that they were in, I was told [redacted] sent them back to the warehouse ( at this point I had waited a month for the trials). I had no choice to but wait again for the trials to be re sent. Once they came in after another month of me waiting, I was seen by another Eye doctor that said they needed to be changed an my vision wasn't correct on the contacts. Which has been the process and been repeated again all the way up until now because [redacted] has continued to send my trials or contact boxes back before I have a chance to pick them up the first week of me getting the calls that there in and has stated that my issue with my vision needs to be resolved because she's tired of the go around. Very rude considering the fact that not any of this is my job to do correctly but hers and she consistently roles her eyes or walks out of the room as I'm talking, makes rude remarks and showing very clearly her attitude that she has no time for customers if she's not being handed money for eye wear. She as we'll accused me of using a whole box of contacts that were recently dropped off for me before my my trials were even finalized, which I had brought back within a week of picking them up because I couldn't see in them after only using one pair! [redacted] has snatched the boxes from me threw them on tables and makes remarks that she doesn't care how long I've waited for them to resolve this issue as well as her attitude towards me, I asked nicely concerning why she was so cold towards me and she continues to walk away, make accusations about me, talk to other employees about my situation in unprofessional matter, continued to send back my trials before I have a chance to pick them up, refuses to assist me or answer questions. After I receive the set of contacts I am still waiting for (going on 4moths or more) nation wide has lost a customer forever because of [redacted] and the lack of service I have received. I have not received anything in return for there set backs an the stress that it has caused me considering I have horrible vision and cannot work without them.Desired Settlement: I want my contacts and the cash I paid for them and my glasses. I started this process in March it is about to be sept and I have nothing but bad service and job loss from this.

Business

Response:

I have spoken with the patient and we are in the process of trying to resolve this issues. We are waiting for her contacts to arrive which are a made to order contact. This means that it is a lens that is not stocked. If these contacts are successful, we will continue to resolve this issue. At this point in time we are looking at least another week and the patient is aware of this. Thank you.

Sincerely,