Visionworks of America, Inc.

Dear Revdex.com,We would like to start by saying thank you for apprising us of [redacted] situation and dissatisfaction.  One of our number one priorities is to take care of our customer needs and meet or exceed their expectations.  We know that every once in a while situtations arise...

that are unfortunate, and we welcome the opportunities we are given to make these situations right and address the concerns of our customers.On March 6 of this year, Revdex.com brought to our attention [redacted] concerns.  Since that day we have made several attempts to contact [redacted]. at the phone number provided and have left messages at this phone number as well.  Unfortunately, as of the date of this letter, we still have not heard back from [redacted].  We welcome the opportunity to speak with [redacted]. and work with him in reaching a suitable resolution that will address his displeasure and his eyewear.  In the interim, we would like to express our most heartfelt apologies and sincerest regrets that [redacted]. has had a less than satisfactory experience.  In today's highly competitive business climate, our reputation depends largely upon our integrity.  We have built a solid reputation that our Customers can depend upon and we are determined to build upon and improve our relationship with customers using a deeply ingrained system of core values.  We encourage [redacted]. to please feel free to call us back; we welcome the opportunity to make this right for him and show that we are solidly committed to achieving his satisfaction and bringing him piece of mind.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. I will not, however, be paying any service fees as I did not ever receive any glasses.  I just want Visionworks to take this matter out of collection since no merchandise was received.
Regards,
Susan Zell

Dear Revdex.com:Thank you for apprising us of this customers situation and frustrations she felt with the lenses she had purchased from Visionworks.  We do strive for excellent customer service and while we recognize that unfortunate circumstances arise, we appreciate any...

opportunities to learn from them and solve problems to the betterment of our customers.In this particular case, the customer bought a pair of glasses from us last August and began to notice what she described as some sort of default with the lenses.  She came to us in December to discuss the issue and was informed that the lenses were unable to be replaced under the warranty; she would have to purchase new lenses.  She came to the Revdex.com for assistance in April to open a dialogue in hopes to further discuss the issue she was experiencing.Our Territory Director for her area has been in touch with the customer in the last couple days and they discussed the situation she was experiencing.  Our TD then apologized for her inconvenience and has offered to remake the glasses for her.  She let him know that she appreciated the call and was very satisfied with the resolution.We are thrilled that we were able to bring about a more positive experience for this customer and that we were able to grant her requested resolution.  We look forward to serving her and her family in the future.Sincerely,Visionworks?

Dear Revdex.com:
We appreciate that this customer has additional concerns regarding the case he filed with you.  He is contesting the conversation had between himself and the associate at the time of the initial purchase.  We are truly apologetic if we did not get these details correct.
There still remains the 3 options which were outlined to him by the General Manager at the store.  Additionally, the General Manager of this location is waiting for this customer to call back with his decision of how he would like to proceed.  If he would like to negotiate the terms of the options available to him, we encourage him to please contact the GM who is most familiar with his case and will be able to work with him and assist him with a resolution.
Sincerely,
Visionworks

Dear Revdex.com:Thank you for alerting us to this customers dilemma with her purchased contacts.  While we stand by the quality of our products, we understand that not every product will work for every customer.  We regret [redacted]s initial dissatisfaction and are pleased to let you...

know that we have been in contact with her and will be issuing her a full refund for her purchase.  We will be in touch with the staff when she comes in for the refund so that she does not experience any difficulty in completing her return.  Our goal is our customer's satisfaction with our service and product, and while complications occaisionally arise, we strive to work them out one at a time.  We sincerely apologize for her inconvenience; we're glad we were given the opportunity to make it right.Sincerely,Visionworks

I been purchasing glasses from vision works for few years now, on 10/02/2014 I purchase 2 glasses with a eye glass protection plan for a full year from store # ** in Arlington, TX. 1 of the glasses broke on 3/10/15 and I visit the store and was ask to pay 20.00 to replace the frame (the ticket reads spring hinge broke) on 5/11/15 the other pair broke and this time the ticket was mark as a manufacturer's defect and was charge nothing, today the first pair of glasses broke again and I when to the store and I was told that the "protection plan" was only good for 1 time and if they broke again I was going to be charge 1/2 of the frame price, 1st. why is customers not told of this policy when they purchase a "protection plan" for a full year, 2nd. if is a "full year" protection plan how come is only for 1 time service. I will never purchase glasses from vision works again and even if they were to call me to get the glasses fix for free not even for "free" I will be back to any of their stores.
sincerely
Luis E. [redacted]

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

Here at Visionworks we take pride in providing excellent customer service and appreciate the opportunity to resolve customer issues.   Mr. [redacted] was contacted by our Territory Director Ms. [redacted] and she...

offered to refund Mr. [redacted] the amount he paid for his lenses $240.00.  Please contact me if you have any questions.

Dear Revdex.com:We appreciate the Revdex.com apprising us of this customer’s concerns and allowing us the opportunity to look into the matter and respond.  We are committed to providing our customer’s excellent customer service and appreciate any occasion where we can learn and grow from a...

customer’s experience in our store.In this customer’s case, it was stated that the customer purchased a pair of glasses from one of our locations. When the customer took the glasses home, he soon realized he could not read with the glasses. The customer then states that when he went back to the store to explain his situation the associate wasn’t very helpful.Since learning of this customer’s issue, we have contacted to the customer and apologized profusely for the misunderstanding. It seems there may have been a language barrier which may have caused the confusion. We are happy to report that we have ordered replacement lenses for the customer at no charge which should arrive at the end of this coming week.We would like to extend our sincerest apologies for the issue having not been taken care of sooner.  We hope the replacement lenses at no cost will bolster the customer’s confidence in us and our dedication to providing our customers dependable and trustworthy service.  We look forward to serving him in the future.  Sincerely,Visionworks

Dear Revdex.com:Thank you for informing us this customer had additional concerns regarding our resolution to the issue she initailly contacted you about.  We of course welcome the opportunity to clear up any confusion.The customer states that she is rejecting our response to her initial case because the refund she received "was not a reward for the unexpected delay", but because we could not deliver the type of lens she ordered which cost her $50.00.  She also states, "They did reimburse me for the delay."Let me begin by offering our apologies if there was any confusion with regards to our outline of the resolution to this customer's issue.  We never in our response to her through the Revdex.com described the refund of $50 as a "reward".  This was not a reward by any means, we offered her a refund in the amount of $50 because we did not have the lens in stock that she had ordered.  We were attempting to make the situation right as soon as we knew there was an issue with her lenses.  She did ultimately receive the upgraded lens she had ordered, albeit not in the original time promised, and did not pay for that upgrade as we had refunded her the price of the upgrade in response to us being unable to deliver in the promised time.  It did take time for her to receive that refund as she had originally paid by check and we had to wait for her check to process before issuing a corporate refund check, and then through no fault of our own, that corporate refund check was lost in the mail.  We immediately authorized a cash refund in the amount of $50 and she had picked that up from the store at the time we first responded to you with our resolution to her issue.  We have done everything we could to accommodate this customer and did make it right for her as quickly as possible.  At this point, the customer does have the glasses she ordered, including the upgraded lens, and she has received the $50 refund we offered to give her for the wait.Again, we would like to extend our sincerest apologies for this customer's dissatisfaction, and we are very glad we were able to resolve this matter for her.  We would like to express our apologies also for any confusion our first response may have caused, but we are glad we were able to clarify the issues, to resolve the issue, get this customer the glasses she ordered, and get her the refund we offered her.  We look forward to serving her in the future.Sincerely,Visionworks

Dear Revdex.com:
We would like to thank you for apprising us of this gentleman's situation.  We take customer service very seriously and believe everything begins and ends with the customer; therefore, we want to make sure that all our customers feel they are being cared for and assisted in...

the fast manner possible.In this particular case, we immediately checked in with the customer as well as the store to see where we were at as far as getting the remake of his glasses expedited as quickly as possible so that we can get them to him.  We have spoken to him as well as the GM from the 2nd store he visited and we have decided to give the customer a refund of his out of pocket costs for his inconvenience.  Additionally, the GM is working with our distribution/manufacturing center to hasten the process to make sure his glasses are made right and get them back to him.  The customer expressed satisfaction with this resolution and stated he was happy with the current store who is assisting him.  We are, of course, following up with both stores regarding this issue.
Thank you again for getting in touch with us regarding this customer's position so that we could assist him quickly and properly.
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.
I will be waiting to receive the refund checks from Visionworks
Regards,
[redacted]

Dear Revdex.com, 
Once again I thank you for bringing our customer's complaint to our attention.  We at Visionworks, strive to provide excellent customer service and welcome every opportunity to better serve our customers. After careful review of our customer's complaint, the Territory...

Director for the store where [redacted] made his purchase informed me that he has offered the customer the option of re-selecting a different frame and remaking his lenses since his current frame does not seem to be working for him. In the meantime, the customer will have the new frame replacement this evening and will be able to keep as a backup.  [redacted] was very pleased with the resolution and no longer requests the refund.  I thank you for your time and would like to apologize to [redacted] for his trouble and inconvenience.  
 
Thank you,
Visionworks

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 General Manager [redacted] who fully refunded Ms. [redacted] on 5-23-2014, as the product that was...

ordered was not available.  The paperwork to reinstate benefits was also submitted to Ms. [redacted]s insurance company on 5-23-2014.  Please contact me if you have any questions.
Sincerely,
[redacted]
Store Operations Associate
Visionworks of America
[redacted].
[redacted], Texas [redacted]
Office:  [redacted]  Fax:  [redacted]

I went to Visionworks for an eye exam for both contacts and glasses which is covered 100 percent by my insurance company with no copay. When I booked my appointment I verified with the person on the phone that the exam would be 100% covered by my insurance company. While checking in at the doctor's office reception desk I asked again if the exam would be covered 100% by my insurance which the woman confirmed. I did agree to an additional test that would not be covered and would cost me $12 out of pocket.
Upon checkout I was told I owed $38 for the exam. When I repeated what I just wrote above I was told that I was given wrong information and they insisted I pay. They said that there was a fee for the exam for the type of contacts I was fitted for. I told them that no one said the cost would depend on the "type" of contacts I am fitted for. I did not request special contacts and I have been wearing these same kind of contacts for years and never had to pay a fee for the exam.
I insisted I should not have to pay because their own doctor's receptionist that signed me in at the doctor's office confirmed it was free and never mentioned a possible fee for the contact exam.
I was now told this woman was actually a sales person and that the person on the phone when I made the appointment was also a salesperson, (even though they never asked me who I spoke with), and that they had no business telling me that the exam was free. The woman insisted I pay for the exam even after the woman who checked me in told her that she did indeed tell me the exam was free.
I asked to speak to a manager. The manager was just returning from lunch and instead of talking to him in front of me the woman went in the back room and had a private conversation.
The manager walked over to me with an attitude and told me I had to pay before I could even explain what was happening. He turned out to be extremely rude, unprofessional and literally laughed in my face and said I had to pay the fee regardless of what I was told by 2 of his employees.
I tried to explain my position and I told him to it wasn't right for him to laugh at me. He laughed again even though I was now crying. I asked to talk with the eye Doctor who performed the exam. While I was trying to explain the situation the Manager, who I believe was named Renae S[redacted], continued to smirk and laugh at me in a condescending manner. The manager was a man with dark hair. The doctor was Dr S[redacted].
The manager repeatedly laughed at me and told me he would not give me the prescriptions because I wouldn't pay. Dr. S[redacted] told me he was sorry but he had nothing to do with the payment portion of the visit. The doctor also told the manager to stop laughing at me but the manager continued to smirk at me with an attitude.
They did not call my insurance company to verify that there should be no copay and refused to give me the prescriptions unless I pay. I left crying and extremely upset and the manager continued to be arrogant. I immediately called my insurance company who said that there should have been no copay and it was covered 100% and that they would contact the business regarding my visit and the way I was treated. So now I have wasted my Saturday morning and still have no prescription for eye exam.
I am furious in the manner in which I was treated and want this to be on the manager's record.

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]

May 11, 2015Re:  Resolution of Revdex.com case # [redacted]Dear Revdex.com:[redacted], the general manager at Visionworks [redacted], reports that this case has been resolved.  Staff had not explained the contact lens fitting in a manner that was completely understandable to the...

patient.  He agreed with the patient's desired resolution of being refunded $59 for the contact lens fitting fee.  The refund has been made.Thank you for alerting us to this customer's dilemma so that we could take care of her.  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 that are unfortunate and we try to work them out one at a time.  We regret Ms. B's dissatisfaction with our service and apologize for her inconvenience.Sincerely,[redacted]

Dear Revdex.com,
Here at Visionworks we take pride in providing excellent customer service and appreciate the opportunity to resolve any customer issues.  Mrs. [redacted] was contacted by our Territory Director Mrs. [redacted] and was apologized to for any confusion pertaining to her...

prescription. Mrs. [redacted]'s contact lens prescription is valid for two years in the state of Minnesota and will expire on 4-2-14.  Please contact me if you have any questions.
Thank You
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]  [redacted]  [redacted]
[redacted]

To Whom It May Concern: My name is [redacted] (General Manager) and I work for Visionworks, in...

Mechanicsburg, PA. We recently received a complaint, ID [redacted]7, from a patient. Her name is [redacted] I have since called and left her 3 messages asking her to return my calls and to speak with me. I called twice on 12/16/15 at approximately 11:00 AM and 12:30 PM. Then I called again on 12/19/15 at approximately 12:52 PM. She still has yet to return my phone calls. I have since refunded her the $45 dollars for the eye exam and stated that in the voicemails that I left on the number that was provided to me. I now consider this issue to be closed. If there is anything else I need to do please feel free to contact me directly. Sincerely,
[redacted] General Manager Visionworks [redacted]
[redacted] T: [redacted] F: 717-697-2053

Here at Visionworks we take pride in providing our customers with excellent service and so we very much appreciate you bringing to us the concerns of this Customer. We welcome this opportunity to resolve any issues our customers may have.We are pleased to let you know that this complaint was...

resolved several months ago. The details of the complaint and resolutions are as follows:The customer had some trouble getting her glasses in, as there were quality issues with a pair which was returned to our Distribution Center to be redone. The redone glasses then gave the customer trouble and she was told that her eyes would adjust. Unfortunately, her eyes did not adjust and she felt it necessary to get a second opinion. After many visits to our store, the store at that time refunded her the money she spent on her glasses. She was satisfied with that, but also felt that the cost of the exam should have been refunded as well as she felt that the exam and subsequent prescription were incorrect and wasted her time, etc.We did reach out to her after she filed her Revdex.com complaint, but by the time we were able to speak with her she had used other avenues at her disposal to receive a refund for the exam. We offered to administer a new exam for her at no charge and to remake the glasses at no charge on top of the refund we gave her for the glasses she purchased; she refused those offers at that time.We feel we have addressed this customers issue in a satisfactory manner and welcome the opportunity to serve her and her family in the future.Sincerely,
Visionworks