Visionworks of America, Inc.

Thank you for getting in touch with us regarding this customer's continued concerns with regards to the reinstatement of his daughter's insurance benefits.  I have been in touch with our department here in the corporate office regarding this reinsatement.  Our company actually sent this customer's daughters insurance reinstatement paperwork back on 12/9/2015 and we have confirmation that the paperwork was received the same day.  At this point, it is up to the customer's insurance company to process that paperwork and handle the actual reinstatement.  We cannot speak to the policies of this customer's insurance company and how they handle such issues, but we have sent them the proper and necessary paperwork for this reinstatement.  We can completely understand the customer's frustrations and would like to reassure the Revdex.com and the customer that we have done everything within our power that we are able to for this issue.  We appreciate the opportunity to address the continued concerns and hope we have cleared up any confusion.

I have major issues with the "Buy One Get One 50%" offer by Visionworks. Found in a SmartSource advertisement, I went to the Chicago/Elston Ave. location to select my glasses. My insurance, DavisVision, now works exclusively with Visionworks. After totalling up the cost of my glasses, $798, the insurance added would have brought the cost down to $338. Now, looking at a second pair, the attendant told me the BOGO50 offer didn't include insurance. That meant I would have had to pay $1200 for the both pairs! This offer is totally unethical, because it's not a deal at all, considering I would have paid $676 for both pairs with insurance. In addition, they refuse to take partial payment, which I find is highly unusual. In a way, I'm glad I didn't order two pair, based on all the negative reviews about this company. I'm also keeping my fingers crossed that they don't mess up my order.

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.
Regards,
[redacted]

We would like to take a minute to thank you for bringing this customer’s concerns to us. Privacy and protected health information is a very serious matter and therefore we take it very seriously when we here of an issue such as this. Some time has passed since this customer first filed her...

complaint with the Revdex.com, and while we did address this back when we first learned of the complaint, we owe you a response to this case.This customer came to you due to an experience in one of our stores where she felt she had witnessed a mishandling of her personal health information as well as customer service issues. As previously stated, at the time of her initial complaint, one of our Territory Directors did reach out to the customer and discuss the issue with her at length. She was given assurances with regards to her concerns and the customer expressed satisfaction at the end of the conversation with our Territory Director.HIPAA compliance is something that we take very seriously as it is a matter of law. Our associates receive compliance training regularly as a whole and when issues such as this arise, also receive additional training on a personal level. This customer, and others, can rest assured that this is not taken lightly as a company and all is well with regards to this customer’s particular situation.Thank you again for the opportunity to address this very important issue and bringing the situation to us. We appreciate being given the opportunity to make things right.Sincerely,
Visionworks

Complaint: [redacted]
I am rejecting this response because: I have left messages and nobody has responded to me at all.  Im very upset been on the phone for over hour with one of your reps trying to find the number. He stated he would call me back and that has not happen. I had spent alot of time going back and forth and not happy at all.
Regards,
[redacted]

Dear Revdex.com:  Thank you for getting in touch with us and relaying this customer's concerns and frustrations as they pertain to her recent visit to our store.  We are committed to making sure our stores provide excellent customer service and therefore appreciate any opportunity to discuss...

and make changes as needed to ensure that excellence.  It is our understanding that this customer brought in their child for an eye exam and arrived before our store opened for the day.  In her case to you, she mentioned a few areas where she felt we were lacking and we'd like to address them for the Revdex.com and the customer as best we can.  Our store and the Territory Director for that store has called the customer several times with no success and left messages with no response from the customer.  The Territory Director has spoken with the named manager on duty from the customer's case about all of the issues this customer discussed in her case to you so that they are aware of those areas where they can improve.  In reference to the wait time she described in her case with the Revdex.com, there were around 10 or so walk in patients at the door when the store opened and with that many patients there will be a wait time which we know can be frustrating.  We understand there were areas that need improvement with regards to that initial wait time and getting patients ready to be seen and have addressed those issues at the store.  With regards to receiving an eye exam for her child for the $1.00, it has come to our attention from the paperwork filled out that first visit that the child has a certain insurance which will cover the cost of the eye exam in full and so she does not need to wait for a promotion on eye exam costs to be seen and save money; her exam is covered in full.  We would like to take this opportunity to apologize for the customer's frustrations and dissatisfaction and hope that with the knowledge that her child is entitled to an exam at no cost through her insurance we hope that she will contact us very soon so that we may service her and demonstrate to her our committment to excellence in customer service.  We look forward to serving her and her family in the future.

We would like to begin by thanking you for bringing to our attention the concerns of this customer. Here at Visionworks, we believe that everything begins and ends...

with the customer and therefore customer service is our top priority. This customer stated in their case with you that she ordered glasses (paid $300) from us on 2/7/11 and never received the glasses she ordered. She states that the glasses were said to be ready by 2/21/11 and they were still not ready on March 1. She also states that she was given a pair of glasses to tide her over, and complains of the service she received at our location. Unfortunately, we have tried to reach out to this customer at the phone number in her file as she did not provide one to the Revdex.com and have been unsuccessful in reaching her. Additionally, it is difficult to discern what exactly took place over 4 years ago through the file- we can see the purchase and subsequent visits in the month after the initial purchase. As I’m sure you can understand that over 4 years has passed and staff has changed. We are willing to discuss any concerns the customer has to see what actually took place so long ago, but as we’ve been unsuccessful, we ask for your assistance. Please pass along our apologies for any frustrations the customer has and let her know we are amenable to discussing the topic further if she would like to reach out to us. Sincerely,
Visionworks

Dear Revdex.com:Thank you for letting us know about this customer's dilemma and frustrations so that we could take care of her and address the customer service issues she experienced at our store.  We have been in contact with [redacted]. and we are refunding her entire visit to...

Visionworks.  Additionally, we have new management at the location in question and this GM has reached out to her personally to connect with her and hopefully give her the opportunity to see that what she experienced is not at all typical of a visit to our store.  We take pride in meeting and hopefully exceeding our customer's expectations when they walk through our doors.  Unfortunately, unexpected situations arise that we try to address one at a time.  In this instance, we can assure both the Revdex.com and [redacted]., that the issue has been addressed at our store and will not be a continuing difficulty.  We at Visionworks, are determined to build upon and improve our relationship with customers such as [redacted]. and look forward to having the opportunity to show her our best.Sincerely,Visionworks

Dear Revdex.com:
Thank you for bringing us the concerns of this customer.  I have been in touch with the store she has visited in the past as well our Marketing department.  As of today, this customer has been removed from any and all call lists, mail out lists, and email lists.  We...

did not contact this customer as the whole reason for her filing a case with the Revdex.com was the fact that she no longer wanted contact from us.  We hope this resolves the matter for her and the Revdex.com.Sincerely,
Visionworks

Dear Revdex.com:Thank you for bringing [redacted]’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 and with a large selection of eyewear to choose from. 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.We understand that when a customer comes into one of our stores looking for eye wear, they expect to have a large array of varying type’s frames to choose from. We work closely with different well-known brands to provide a large selection of stylish and affordable frames. Some of these are used in photo shoots with varying models to advertise the stylishness and variability of what we have to offer. Fashion changes every season and we change with it. We introduce new selections in the fall and the spring and we weed out frames that for whatever reasons clients seem to not care for. As these changes occur so frequently to give our customers the most up to date fashions and styles in eyewear, it isn’t always possible for us to update the pictures we have in our over 650 stores across the country as often as fashion changes. The pictures in our stores are not meant to be deceptive at all, but to show examples of differently shaped faces with different frames to match those faces. This is one of the services our Eyewear Specialists are trained for- to help our customers find the frame that is affordable as well as being pleasing to their eyes.We understand [redacted]’s frustration with being unable to purchase the frame he saw in the picture, and sincerely regret his displeasure that we were unable to find a model # for him to use in his search. In attempting to rectify this situation for [redacted], several attempts were made to contact him via the phone number he provided, and several messages were left at said phone number. To date, [redacted] has yet to call us back. We hope all is well, and welcome an opportunity in the future to assist him with his eyewear.In the meantime, we would again like to thank you for giving Visionworks the opportunity to serve and accommodate [redacted] We regret [redacted]’s dissatisfaction with our service and apologize for any inconvenience he experienced.Sincerely,[redacted]Visionworks Of America

Dear Revdex.com:
We appreciate you passing on to us this customer's concerns.  We know patients expect to receive great service and an accurate accounting of their bill.  We strive to make sure our customer's know that they come first with us; therefore, we were more than happy to take...

another look at this particular transaction.  After receiving notice of this case filed with the Revdex.com, we immediately went back to this particular transaction to research the cost of the glasses, the insurance, and this customer's payment.  We have found the following:
  The Customer paid $687.96 at the time of the transaction.
  2nd pair of glasses - not covered by insurance - $285.00
  1st pair of glasses and exam fees (according to her EOB) - $296.96
  Total she should have paid 285.00 + 296.96 = $583.96
  We owe her $104.00
We have gotten in touch with our refunds department with this information, and they have issued a corporate check for her in the amount of $104.00.  This refund check will be mailed out today via USPS Certified Mail.  We estimate time of delivery between 5-7 business days.  
We are very glad we were able to clear up this matter for the customer and thank her for her patience while we investigated her transaction.  We look forward to assisting her and her family with their eye wear needs in the future. 
Thank you,
Visionworks

Dear Revdex.com:Thank you for bringing to us the concerns of this customer.  Our number one priority is good customer service and therefore appreciate any oppourtinity to address any issues a customer may have.  In this case, the customer states that she was given false information...

with regards to her insurance coverage by the receptionist.  She was told that a contact lens exam and fitting would be covered by her insurance and that she would then receive an additional discount on her eyewear purchase.  She consented to the contact lens exam and when she got to the end was charged for said exam.  We have been in touch with the customer and are going to give her a full refund for the contact exam and fitting.  We are using this opportunity as a learning experience.  We sincerely apologize for the inconvenience, but are glad we were able to rectify the situation quickly for the customer.  Sincerely,Visionworks

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.
Regards,
[redacted]

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 had an appointment for herself and her 3 children. They were all given prescriptions that day, and 2 of her children had a change requiring them to wear glasses all day; she filled those prescriptions the same day at our store. She states that 2 of her children started to complain of problems with their vision some time later, at which point she took them to their pediatrician who thought that perhaps the prescription was incorrect, and sent them to a different optometrist who said that they did not need all day eyewear. She then contacted our store for a refund and was told she could not get a refund.We understand this customer’s frustration with having difficulty getting the refund she wanted, and our Territory Director for that store has reached out to her and discussed her issue at length. At the time of the examination, the two children who she said did not need glasses walked into the examination with glasses on. She let us know that while she was happy with her own pair of glasses and a pair for one of the children, she was unhappy with the whole situation and with her troubles with a credit service she used to finance glasses for all 4 pairs purchased back in the summer of 2014. Unfortunately, we are not associated with the credit company and cannot help her there; however, though we are 10 months past the original purchase date, we have issued her a refund for the 2 pairs of glasses she feels her other 2 children do not need. When we discussed this resolution with her she said she was pleased and was going into the store that day to return the unwanted glasses and receive her refund.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

I have asked Visionworks several times to stop spamming me. Never have my complaints been acknowledged. I continue to receive spam, as I did again this week. I am so disappointed that the company refuses to heed my request that I have decided not to return to its store in my hometown. It is too bad the corporate office cannot respect my wishes to be left alone, as I believe the local people try to do a credible job.

Dear Revdex.com:Thank you for bringing to us the additional concerns of this customer.  I have spoken with the Territory Director overseeing the stores in this area and he has assured me that we have sent this customer and his wife to another location, and they were serviced there.  They expressed satisfaction with their visit at this other location and are now waiting for the new glasses to come in.We are very apologetic to their experience and hope that we have been able to amend that successfully.  We look forward to serving this customer and his wife in the future, and we hope all is well.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

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.
Regards,
[redacted]

Thank you [redacted] for your consideration.  I will copy my mother's receipts and send them off first thing in the morning.  I have also spoken with the Optometrist and will relay the gist of our conversation as well.
 
Respectfully,
 
[redacted]

Dear Revdex.com:
Thank you for your patience in waiting for a response to this case.  Unfortunately, despite repeated efforts by the Territory Director for this store, we have been unable to discuss the issues raised in this case with the customer.  He has been out of town frequently and...

unable to discuss the case he filed with the Revdex.com.  Our Territory Director is waiting for this customer to have time to discuss the case with plans to resolve the case.  Please let the customer know that she is waiting for his call and is willing and able to assist with his concerns.Thank you,
Visionworks