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Visionworks of America, Inc.

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Visionworks of America, Inc. Reviews (317)

Dear Revdex.com, I thank you for uprising us of the complaint on behalf of Mr. [redacted]  After reviewing the details of the complaint and sending to the Territory Director and the GM of the store, the GM has made several attempts to contact Mr. [redacted].  Mr. [redacted] did pick up the...

glasses a day after the complaint was filed.  At Visionworks, it is our goal to provide the best of customer service.  We do apologize to Mr. [redacted] for any inconvenience caused and hope that he contacts the store so that this may be addressed.  I thank you once again for bringing this to our attention and allowing us to better serve our customers. Kind Regards,Visionworks

Revdex.com:
I went to Tysons Visionworks twice, in Saturday afternoon and just now. Finally they found out how to make the refund. I think this is the easiest way now. If I accept their trial lens, I have to go back for fitting for a couple more times -- could not afford the time. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  [redacted] worked very diligently to resolve all of my concerns and I appreciate her efforts and eagerness to resolve this situation.
Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
From: [redacted] Sent: Monday, June 29, 2015 12:07 PMTo: infoSubject: Complaint # [redacted]
 
Hello, 
 
I apologize I did not respond to your emails. Empire vision has reached out apologize, and I was given restitution. I am very satisfied w/the outcome, but I will not return business to the Erie Blvd location. Thank you very much for acting and follow up on my complaint.
 
Thank you
 
Regards,
[redacted]

Dear Revdex.com:Thank you for bringing to us the further concerns/questions put forth by this customer.  We do strive for the very best customer service, but understand that this customer does not feel we have done our best in accommadating him.  We hope to rectify that situation shortly.The customer began his rejection of our response by saying that we were reporting in partial truths.  That simply is not true.  We did speak to this customer's wife and she was the one who told us that a refund had been issued and that all was fine again.  We simply stated what we were told and then verified in our system.  Our Territory Director has on several occaisions attempted to reach this customer with no success and no return calls.  We assumed all was fine based on the conversation this same Territory Director had with this customers  wife.  In a further attempt to resolve this issue for the customer, we have sent an email to the customer stating our wish to talk with him, giving him the name and phone number of the Territory Director who can help him, and asked him to please leave a message if he gets the voicemail.  Our Territory Directory is treating this customer with the utmost urgency, but can not do much if he can not speak with the customer.  Please pass on our regrets as to this customers satisfaction and our willingness to resolve the issue.  Sincerely,Visionworks

Dear Revdex.com,  I thank you for uprising us on the complaint on behalf of our customer [redacted]  After reviewing the details of the complaint, we have reached out to Mr. [redacted] and apologized assuring him that we will offer extra contact lens solution and a special case when...

his contact lenses arrive.  Mr. [redacted] was satisfied with the outcome.  Once again we want to apologize to Mr. [redacted] and appreciate the opportunity to assist Mr. [redacted].  At Visionworks, it is our commitment to provide only the best customer service and welcome any opportunity to better serve.  Sincerely,Visionworks

Dear Revdex.com:Thank you for reaching out to us regarding this customer's concerns with the eye wear she purchased with us and her issues with the customer service received.  Because we value our track record in providing excellent customer service, it is unfortunate that this customer feels...

she received less than exemplary service from the store she visited and we are working to rectify that situation.It is our understanding that this customer bought 3 different pairs of glasses from us, and due to her high strength prescription she needed the glasses were sent out to be made and this information was not relayed to her in a timely manner.  Additionally, she states that when she received her glasses, only 1 of the 3 pairs she bought actually worked out for her.  She then took the 2 pairs that were not working back to the store to receive a refund, after multiple calls and no calls back.  At the time of this case being filed, she had yet to receive that refund.Unfortunately, I do not have details as to why messages were not returned, and that is definitely an opportunity for us to take a look at what happened in our communication and make some improvements for future customers.  With regards to the glasses being returned, our Territory Director for that store has reached out to the customer and spoken with her about her situation.  He offered her our apologies for her experience in our store and is in the process of taking care of the refund for those 2 pairs of glasses.  During their conversation, the customer expressed that she was happy to hear back from him and would consider coming back to another of our locations for service in the future.We regret her troubles and would like to again express our sincerest apologies for her experience.  We are glad we were able to address this customers immediate concerns of returning the 2 pairs of glasses that did not work out for her, and will be looking for other avenues to correct the communication and customer service issue. We look forward to servicing her and her family again in the future.Sincerely,Visionworks

Dear Revdex.com,Thank you for reaching out to us in regards to the complaint filed by this customer with your organization.   As always, we pride ourselves on our customer service, and appreciate the opportunity to better serve our customers.  After receiving this case from the Revdex.com, our...

Territory Director for this location reached out to the store and to the customer.  The Territory Director informed us that the customer went into the store today and received a full refund for the unexpected and avoidable out of pocket cost the customer paid. We would like to express our sincerest apologies for this are thankful to have been able to rectify the situation.  Sincerely,Visionworks

Dear Revdex.com:We would like to start by thanking the Revdex.com for
bringing to our attention the concerns of this customer.  We, here at Visionworks, are committed to
providing excellent customer service and appreciate the opportunity to resolve
any customer issues.It is our understanding that this...

customer feels
that she was wrongfully charged for lenses that her insurance provider
normally covered.We understand this customer’s frustration and we apologize
for the misunderstanding. The customer’s benefits have been reinstated and the associate
involved has also been coached.Again, thank you for giving us the opportunity to
address the concerns of this customer.Sincerely,Visionworks

Thank you for bringing this customer’s concerns to our attention so that we may have the opportunity to address them. We work very hard to meet or exceed our patients’/customers’ satisfaction in providing affordable eye care. However, once in a while, unexpected complications arise which are...

unfortunate and we try to work them out for our customers’ one at a time.It is our understanding that this customer was dissatisfied with the lenses that were ordered for her glasses and the price associated with those lenses. She wanted the lenses she had from her old prescription , but she states that the associate ordered a different lens and the different lens ended up costing more money than she had expected.We understand this customer’s frustration with this issue and would like to offer our sincerest apologies. We are pleased to announce, however, that we were able to resolve this issue for her to her satisfaction back in October 2014. She was issued a refund in the amount of $325.In the meantime, we would again like to thank you for giving Visionworks the opportunity to serve and accommodate this customer. We regret this customer’s dissatisfaction with our service and apologize for any inconvenience she experienced.Sincerely,
Visionworks Of America

Dear Revdex.com,
Here at Visionworks we take pride in providing excellent customer service and appreciate the opportunity to resolve any customer issues.  Ms. [redacted] was contacted by our Territory Director George Thomas, who met Ms. [redacted] at the store to resolve the issue and...

provide her with her second pair of glasses.  We believe the issue has been resolved.  Please contact me if you have any questions.
Sincerely,
[redacted]
Store Operations Associate
Visionworks of America
175 E. Houston St.
San Antonio, TX 78205
Office:  ###-###-#### ext.# [redacted]@visionworks.com

Complaint: [redacted]
That was a very eloquent response except for so much being left out and slurred to favor Visionworks. I was treated with a lack of empathy and respect then and now. I am an older man, and have to use a cane. These are sunglasses, I'm disabled/retired and a veteran. I live in Cleveland. The need for sunglasses limited in my case. I have kept them safe and in a case. They were used only when necessary. One day I puck them from the case and the frame falls apart. I do not need different glasses or prescription. Being on a small social security budget, I can't just dole out money. I am a big guy with a big voice so they call it yelling. Admit the frames were junk. Own up Visionworks!
I am rejecting this response because:
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
**. [redacted] from Visionworks did call me and was understanding of my situation and presented me with options that are satisfactory.  It is still too early to say that I am satisfied as I have not received my glasses as of yet. 
Regards,
[redacted]

We would like to thank you for bringing this customer’s concerns to our attention giving us the opportunity to address them and come to a satisfactory resolution. Unfortunately, there are complications that arise unexpectedly and when they do, we try to work them out to the best of our abilities...

one at a time.It is our understanding that this customer came to us for an exam and glasses; additionally, this customer had insurance. After having an exam done and picking out his glasses, he was charged co-pay fees for the exam and for the glasses totaling $35. He informed the staff that he should not have any co-pay fees and was then told that we were an out of network provider. The customer’s desired resolution was a refund of the $35 he paid in fees for his exam and glasses.Since first learning of this case brought to the Revdex.com, we have tried to reach out to the customer at the time of the initial filing as well as in these recent weeks. Unfortunately, we have been unsuccessful in contacting him. We would like to discuss this unfortunate situation as well as refund the $35.Due to our inability to get in touch with this customer, we ask that you please extend our sincerest apologies for this lack of communication on the part of our associate. We know that training is the key to keeping our associates informed as to the insurances we offer and their plan details. We hope that the customer will reach back out to us so that we can discuss this matter.Sincerely,
Visionworks

Complaint: [redacted]
I am rejecting this response because: I feel as though the employee should have been reprimanded and fired but somehow she is still employed after such an encounter and requiring payment again as well as not following company policy,  the guarantee
Regards,
[redacted]

Dear Revdex.com,Thank you for bringing [redacted]'s dissatisfaction and concerns to our attention so that we may have the opportunity to address them.  We work very hard to meet or exceed our patients'/customers' satisfaction in providing them affordable eye wear and great customer...

service.  However, once in a while, unexpected situations arise which are unfortunate and we try to work them out for our customers one at a time.Regrettably, [redacted] experienced one of these difficulties and was understandably disappointed.  As far as the customer service issue, Revdex.com and [redacted], can rest assured that the issue has been addressed and we are glad we were made aware of the situation so that we may implement some corrections to said customer service matter.With regards to the broken frames, we have reached out to [redacted] and we are going to replace the eyeglasses (frames and lenses) in its entirety an no charge to [redacted] and her family.  She is scheduled to pick up the new glasses on Friday of this week.  Additionally, we have offered to order her a second frame at half the cost to put another set of lenses for her son into.  In this way, her son will have two pairs of glasses, not just the one.  [redacted] seemed very happy with this resolution and we are confident that we have successfully addressed this probelm for her and her son.Here at Visionworks, we strive to go above and beond, to exceed expectations.  We want our customers to leave us with more than just a pair of glasses, we want them to leave with piece of mind.  We hope, having been given this opportunity to make things right for [redacted] and her son, we have done just that.Visionworks

Dear Revdex.com, 
I thank you for bringing our customer [redacted] complaint to our attention.  After reviewing the details of the complaint, I have been informed by the store where Ms. [redacted] visited that we will be issuing a refund of what was paid and the insurance portion will...

be returned to the insurance company.  Ms. [redacted] was satisfied with the resolution.  At Visionworks, we pride ourselves in providing the best customer service and appreciate and welcome every opportunity to better serve our customers.  Kind Regards, 
Visionworks

Dear Ms. [redacted],
 
Thank you for giving Visionworks the opportunity to resolve the customer issue.  Customer was apologized to for their unpleasant experience with...

Visionworks.  The issue has been resolved, the $30.00 co-pay was refunded on 5-6-2014 and the warranty was not used, which can be used at a later time with no charge.  Please contact me if you have any questions.
 
Thank You
 
[redacted]
Store Operations Associate
Visionworks of America,Inc.
175 E. Houston Street
San Antonio, TX 78205
Office :###-###-####  ###-###-#### ext:46548
Fax: ###-###-####
s[redacted]@ecca.comI www.ecca.com

In the summer of 2016, I paid ~$600 for a pair of glasses from the Visionworks of America store in the Flat Irons mall in Boulder, Colorado. When they fell apart in my hands in December, 2016, I noticed that the lenses were not cut correctly. The screws that hold the frame together around the lenses were stressed, with the frame not closing around the lenses. Clearly a manufacturing error which caused the failure of the frames about six months after purchase. When I took the glasses back to the store the first time, a new screw was put in place to replace the one that had pulled out due to the manufacturing error. This fix lasted almost two days. When I returned to the store again, I was told that there was nothing they would do, even though they agreed that the lenses were not cut correctly. They told me I could pay an additional $60 for the extended warranty, and then they would be willing to have the lenses corrected. Again, the problem with the glasses is that Visionworks of America built them wrong in the first place. If this isn't extortion, it's awful close.

Thank you for bringing us the concerns and dissatisfaction of this customer to our attention so that we may have the opportunity to address them. We here at Visionworks pride ourselves in providing our customers with affordable eyewear and excellent customer service. Unfortunately, once in a...

while, unexpected situations arise and we try to remedy any complications one at a time in order to bring about a satisfactory resolution for our customer.It is our understanding that this customer went into one of our stores with a few different coupons in addition to having insurance and was dissatisfied because she felt that we did not honor the coupons she came into the store with. She then decided to go to another company to purchase her eyewear. She did not ask for any “desired settlement” in her Revdex.com case.We welcome the opportunity to explain these various promotions and how they related to her particular situation as we suspect that, understandably, the particulars of promotions and how they relate to insurance can be difficult to understand. EyeMed Insurance, the insurance this customer had, is an insurance that we can accept as on out of network provider. Additionally, our Buy One Get One Free promotion is just that. You pay regular retail price for one pair of glasses, and you will get the second one free. $99 for a complete pair of glasses is a frame and basic plastic lenses with no coatings, tints, etc. At no time do we ever attempt to scam our customers, we look at what insurance our customer has and what promotions we are running and try to get them the lowest possible price.At the time this customer filed her case with the Revdex.com, our Territory Director called the phone number this customer indicated in her case quite a few times in an attempt talk with her regarding her concerns. He left messages for her at this number, but never received a call back.We would like to extend our sincerest apologies to this customer if her options were not fully explained to her in a way that was easy for her to understand, and hope that she will give us a try again in the future. Our number one goal is to Super Serve our customer and give them the best price possible.Sincerely,
Visionworks

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Address: 6800 Charlotte Pike, Ste 110, Nashville, Tennessee, United States, 37209

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