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Visionworks of America, Inc.

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Reviews Visionworks of America, Inc.

Visionworks of America, Inc. Reviews (317)

Here at Visionworks of America, Inc., we strive to give our customers the best service possible.  We feel we have the right frames, the right people, and the right prices.  Unfortunately, there are times, when mistakes are made.  We appreciate our customers bringing to us concerns...

about customer service and strive to leave our customers feeling they've been taken care of.  In this instance, we have reached out to our customer and taken the necessary steps to ensure she feels she's been treated fairly and been heard, we were able to clear up the matter entirely and have refunded her the cost of the eye exam.  Both the customer and the company are happy that we were able to come to desirable conclusion.  In addition, to taking care of our customer, we have addressed the customer service issue in the store.

Dear Revdex.com:
Thank you for bringing us the concerns of this customer.  I have spoken to the General Manager of this location and he is willing to refund this customer's out of pocket costs for the contact lens examination this customer received in the amount $78.  As the customer has...

requested we not call him at the phone number he listed with the Revdex.com, our GM is attempting to reach him via email to offer the refund as an act of goodwill.Sincerely,
Visionworks

Revdex.com:
Hello, yes I will accept the business's offer, However, they stated in their response that they had been in contact with me, the customer when in fact they have not. But if they would like to contact me that would be great.
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]

Hello,
I spoke with the customer and he had already gone into the store and received a refund.  I apologized for the service problem and listened to his concern.  I assured him that his complaint is being taken seriously.  I gave him my contact info and offered him a...

free pair of glasses for him or a family member.  I hope and do believe that the customer feels that the situation is resolved.   
[redacted]
[redacted]
[redacted]

Dear Revdex.com, 
I thank you for making us aware of our customer's complaint.  After reviewing the details, the Territory Director for store **2 has informed me that she has personally spoken with Ms. [redacted].  A refund was processed and the Territory Director has...

requested the refund to be expedited.  The customer is satisfied with the resolution.    At Visionworks we are committed to providing excellent customer service and welcome each and every opportunity to ensure customer satisfaction.  Thank you, 
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]

Complaint: [redacted]
I am rejecting this response because:  subsequent to the call with Ms. [redacted], there were no calls from the territory director.  I am more than willing to speak to the director but have unsuccessful in the past.  I have no reason to believe that the respondent would call as in the past my calls were not returned.For the record, this respondent claims to have a significant number of one-eyed patients who purchase one single lens.  Accordingly, unlike Sears, For Eyes, Pearl Vision, etc, it is necessary that they charge customers lenses singularly.  None of their advertising addresses this fact.  So, whether the respondent wishes to admit an unscrupulous business practice, it is nevertheless a practice bordering on fraud.  Bot my wife and I would appreciate a refund for the second lens which customarily is not charged independently of thhe first lens. 
Regards,
[redacted]

The patient was not going to be charged for a new fit but we needed to do a follow-up office visit to be sure the contacts were fitting the patients eyes ok and the eyes were medically healthy. In an effort to help the communication and be sure we get the patient what he needs, I have asked our...

General Manager to go ahead and mail the supply of contatcs to the patients home but we ask that the patient come back to our office, within 1 month, to have a no charge office visit just to be sure the health of the eyes are fine.Thank you[redacted] and Associates PC

Complaint: [redacted]
I am rejecting this response because:
I am waiting for VisionWorks to actually replace these lenses before accepting resolution
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I have been trying to get in touch with [redacted] the manager but have yet to receive a phone call back.  The glasses are not satisfactory which is why I am trying to reach her.  I get nauseated every time I put them on.  The bi-focal is still too high and it blurs my vision.  I have even tripped while walking.  It has now been one year and I still don't have a pair of glasses I can use.
every
Regards,
[redacted]

Dear Revdex.com, 
I thank you for making us aware of the complaint presented by Ms. [redacted].  As always we welcome every opportunity to resolve any issues and also pride ourselves in providing excellent customer service to our customers. 
After sending the details of...

[redacted] complaint to the store where services were provided, I have been contacted by General Manager Anthony Martinez whom has advised that he has made attempts, both recently and in the past regarding the same issue Ms. Rodriguez has expressed.  The GM has promised and is willing to remake the customer's lenses and refund her money using the original prescription from the last eye doctor she saw.  Unfortunately, it is not possible to switch the prescription on the lenses since we are unable to alter the prescription.  Could you please advise the customer to contact our GM [redacted] at [redacted] so that we may speak with her in regards to this. 
-Thank you,
Visionworks

Revdex.com:
We understand the customer's frustrations given what she says as to the nature of the prescription, and we truly wish we could assist her further in acquiring her prescription.  Unfortunately, this customer did not see a doctor employed by Visionworks and we absolutely do not ever keep copies of customer's prescriptions.  The customer must get in touch with the doctor who gave her the prescription to retreive a copy of that prescription.  We understand she is also asking for the work order, an order we use only to manufacture her glasses.  This work order is not a legal prescription and would not be accepted at any licensed establishment.  I have been in touch with the General Manger at the Visionworks location this customer visited in 2013, he is more than willing to talk with her further if she would like.  He was even able to tell me the doctor's last name, Dr. [redacted], but there is no further information.  Our general manager did also confirm that she is correct, her prescription does not expire until 2018; however, as mentioned earlier in this response, we do not keep copies of customer's prescriptions.  We really do want to assist this customer and recommend she reach out to the General Manager at the location in Florida. 
Sincerely,
Visionworks

Dear Revdex.com:We appreciate you bringing to us the concerns of this customer.  Her case is a special case and we are pleased to have the opportunity to better explain what has happened in this case.  Our main focus is always the customer- we want to proivde our customers with...

excellent customer service at all times.  We know sometimes things come up beyond everyone's control and we do our best to address these situations as they come to light, one at a time.In this customer's case, she outlined in her statement to you that she was unhappy because she visited one of our locations, had her eye exam done, she picked out her glasses, paid $195 out of pocket and then waited the 10 days for the glasses to be manufactured and sent back to the store for her to pick up- she bought 2 pairs.  When she picked up her glasses, she states that she could not see out of them.  She relayed the problem to the associate there and it was decided that she should have her eyes rechecked.  The recheck was done and her prescription was altered.  After the prescription was altered, the customer was informed that she would have to pay another $130 out of pocket to fix the situation.  Needless to say, she was very unhappy with this and after working with her insurance to fix one pair, she still needed the second pair fixed for the new prescription and was dissatisfied with having to pay out of pocket again for something she felt should have been done to begin with.Let us begin by saying, we completely understand her frustrations with this situation and we have reached out to her to discuss the issue and believe we have achieved customer satisfaction.  With regards to the change in the prescription, that is something beyond our control.  The doctor is not employed by us, the doctor simply leases space at our location.  Additonally, this customer has a certain type of condition with her eyes that requires a special type of lens.  This was unfortunately not covered by her insurance.  Even if the imbalance had been found during the first eye exam, the lenses would not have been covered.  But as our goal is to provide excellent customer service it was decided in store to fix the glasses to accomadate this condition at no charge to the customer as a courtesy to her.  As this customer's desired resolution was to have her glasses fixed, we are pleased to let you know that we were able to fulfill the customer's desired resolution in this instance.  She expressed satisfaction with this outcome.  Thank you again,Visionworks

Complaint: [redacted]
I am rejecting this response because:I do not think l waS told anything like people that. I ordered no line bifocas with prgresive lens . I would however concider taking the plastic l
Lens with progresive coating if they were sent to me at no additional cost
Regards,
[redacted]

Dear Revdex.com,
 
Here at Visionworks we take pride in providing excellent customer service and appreciate the opportunity to resolve any customer issues.  Our Territory Director Ms. [redacted] contacted Ms. [redacted] and apologized for the experience she had.  Ms. [redacted]...

credited back $50 as the difference of the lens were given back. Ms. [redacted] was  satisfied with the resolution.   Please contact me if you have any questions.
 
Thank You
[redacted]

Dear Revdex.com:We would like to start by thanking for bringing to us the concerns of this customer.  Unfortunately, this customer was unhappy with her experience at one of our locations and was unable to get in touch with someone from our Customer Service Department.  So as this is...

the first any one has known about her concerns, we have done our very best to resolve her concerns to her satisfaction.The basis for this complaint is that she felt pressured into purchasing a frame that she was not particularly happy with because her insurance required her to do her exam and purchase eye wear from the same location.  She feels this is untrue and have asked us to respond to that in addition to her continued dissatisfaction with the frame she did purchase from us.We have been in touch with this customer and have offered her many avenues to make this right for her.  We have offered her the opportunity to return the frame she is not happy with and pick something else due to the numerouis selection and new styles that have arrived in the past 6 months.  We have also offered her a refund of $168.09 if need be as well.  At this point she say she may just keep the current glasses and wait until her next exam or just get lenses in her old frames.  We have offered her a discount towards that interest also, if that's the path she chooses.  Additionally we have offered her other locations that may be convenience to her and making sure we put her in touch with an experienced frame stylist to better assist her in her choice.  As far as the insurance issue, we are taking a good look into the discrepancy she described in what our book pages say (instructions for particular insurance plans) and what she was told by her insurance benefits provider.  We did also review her out of pocket expenses and savings and she did not seem to have any concern about the cost.We are still going to be in touch with regards to the above resolution details as well as getting her the name of the doctor she liked so much and more clarification with regards to her benefits and whether she must purhcase eyewear with the company she has her exam done with.Thank you again for giving us this opportunity to make things right for this customer. We welcome the opportunity to serve her and her family in the future.Sincerely,Visionworks

Complaint: [redacted]
I am rejecting this response because:the voice mail messages from a Mr. [redacted] were returned twice.  There were two messages left with him without a return call.  As for communication from the company, they have my mailing address, email address and home, as well as cell phone number.  There is no reason why they should not have been able to be responsive.
Again, what kind of company charges up-grades per lens and not on the complete set of glasses.  That is an absurd practice.  Just how many customers or pirates does this company service?
Regards,
[redacted]

Dear Revdex.com:Thank you for apprising us of this customer's situation.  We were more than happy to take a second look and see what was going on with her insurance and billing.  We called her insurance company twice today and we were told she only had one type of plan, a discount plan....

 Our Territory Director called again and was told the same thing and that the customer should speak to her HR department if she thought her plan should be different.  Our TD asked the representative to make sure as the customer was confident that she had a billable plan, not discount only.  The representative then decided that she would try looking for the patient by her name only and sure enough found she had another plan, a billable plan.  Here is what happened:  The patient automatically gets a "free" exam and discount plan through the company they work for, the patient then decides to pay for additional benefits.  The card they receive has an ID number on it that applies only to the "free company provided plan".  The customer then gives us that card and when we call for authorization using the card and ID number, we only receive the benefit information attached to said ID number.  Unfortunately, we are not always able to see all plans the customer has with the one card.  We have reached out to the customer and explained what we discovered and what happened.  we are going to run the transaction again and refund her the difference.  she was happy with this resolution.Thanks again for letting us know about her situation, so that we may have the opportunity to make things right for her.Sincerely,Visionworks

Complaint: [redacted]
I am rejecting this response because:
I had absolutely no contact with a Mr. [redacted].  My contact was with an Afro-American female who was unhappy and rude when she was asked to extend a purchase option beyond 30 days. And yes, I and everyone who read their add in the Chicago Tribune was puzzled in its application. 
Why would any optical company provide optical upgrades for both lenses listed in their ad, but when it came to progressive lenses, charge separately for each of two lenses?  And just how many one-eyed pirates purchase their glasses from Visionworks?
The staff at the Tinley Park, IL location made a number of false allegations, including alleging information on the time limit necessary to obtain a second pair of eyeglasses on a promotion being located on the back of a receipt.  The back of my receipt is blank.  And I assume all customers receive a blank receipt.
I would encourage all customers who think that they may wish to do business with this company, take their business elsewhere.  It is only a matter of time before the company's pathetic marketing practices catches up with them.
Regards,
[redacted]

Dear Revdex.com:
Thank you for apprising us of this customer's additional concerns.  The customer called back after receiving her complimentary 90 day supply of contact lenses.  Her left contact lens brand (Focus Dailies Toris) are discontinued by Alcon and replaced by Aquacomfort Dailies Toric.  She expressed that she was unhappy about this change and was concerned this might affect her comfort and vision (the base curve and cylinder power were adjusted to the new replaced brand).  She has asked for a refund for her out of pocket expense of $226.68, stating that it would have been covered by her insurance if the lenses were approved as medically necessary.  She was offered a set of trial lenses in the new brand to try first, but she declined.  We have asked that the GM at her location issue the customer a refund after she returns the complimentary boxes of contacts.  As you can see we have done all we could to accommodate this customer and are certain this latest attempt and resolution is satisfactory to the Revdex.com.
Sincerely,
Visionworks

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

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