Visionworks of America, Inc.

IRevdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards, as long as I get the refund I am in agreementNo refund, no agreement
*** ***

Complaint: ***
I want to be clear that I am NOT rejecting Visionworks' offerI would like to accept Visionworks' offer of a complete refund ($175) and a pair of glassesHowever, I clicked the "reject" button to bring it to Visionworks' attention that I still have NOT received a refundI spoke with a Visionworks manager this past Friday, Feb17, She collected my credit card information and said I should see a refund to my account within a day, but I have not received a refund as of today, Feb21, Additionally, included in Visionworks' response to the Revdex.com on Febis an offer to allow me to keep one pair of glassesI am not currently in possession of the glassesThey were returned to VisionworksI would like for Visionworks to clarify its offer to let me know if the company will mail me the returned pair of glasses
Regards,
*** ***

Dear Revdex.com:We would like to thank you for apprising us of this customer's situation Visionworks is committed to providing excellent customer service, so when a customer feels they have received less than that excellence, we definitely want to know about it so that we make adjustments
when and where necessary to ensure we continue with our superior track record of success in that and all areas for our customers In this particular case, we have been unable to make contact with the customer who has filed the case despite calling and verbally leaving messages with the gentleman who answered at the phone number provided on a few different occasions Given that we have not been able to speak with the customer regarding his issue we are unable to comment at length with regards to this particular situation As far as his concern regarding the possible cost and charges associated with the lenses, we are not able to discuss that either as we have no idea what type of prescription for lenses he had from his optometrist We would very much like to speak with him at length concerning the situation he describes in his case to you so that we may better understand his needs and how best to assist him We want all of our customer's to feel welcome and know that we are committed to providing them affordable quality eye wear Please let this customer know that we are more than willing to learn more about his particular situation so that we may gain insight as to what transpired and make any necessary changes Thank you again for your continued commitment, like ours, to honest and fair business practices.Sincerely,Visionworks

Thank you for bringing us the concerns and dissatisfaction of this customer to our attention so that we may have the opportunity to address themWe here at Visionworks pride ourselves in providing our customers with affordable eyewear and excellent customer serviceUnfortunately, 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 the customer experienced a situation back in October of regarding a purchase for a pair of glassesShe states in her complaint that she was deceived as to whether or not we accepted her insurance and because of this she was being overcharged for her purchase.We would like to be clear that we never attempt to be deceitful towards our customers and always strive to give them the best price possible using insurance or promotions or what have youIn this particular case, the customer picked out a frame that would cost approximately $regular retail price and she was also planning on purchasing top of the line lenses, our HD Digital Progressives with Clear Shield coatingThese lenses retail for $because of the supreme quality of those lensesWe can use the insurance she had, and yes we would be considered out of network with her insurance; however, even with our being out of network, this customer while ordinarily would have paid nearly $for one pair of glasses was going to pay with her insurance $On top of this, she was given the option of getting a second pair of at half price.Nobody intentionally deceived this customer; that is simply a practice we do not engage inIt is unfortunate that her purchase was perhaps not explained fully to her and for that we apologizeOur associates receive regular training in the use of insurances and promotionsWe regret this customer’s dissatisfaction, but hope this clears up any confusion the customer may have felt.Sincerely,
Visionworks

Complaint: ***
I am rejecting this response because:
I would first like to request that my initials be redacted from the businesses response Lastly, I was never informed that I would be charged anything additional, but I, in fact, was informed that I would be refunded the fee that I was charged for a service (*replacement) which I did not need due to my insurance covering this. That noted, the aforementioned refund as well as the aforementioned eyeglasses being replaced would be a suitable outcome.
Regards,*** ***

Complaint: ***
I am rejecting this response because:My wife and I (age 75, wheelchair bound, and cannot walk at all) went to the Vision Works in *** **, and talked secondly to *** who met us with hostility. *** left us sitting for minutes while she attended other customers which was very rude of her. She ripped my paperwork apart and reluctantly presented my wife with a refund slip for AmExp for $39. Then, my wife called Art *** to ask if there were another Vision Works that we could go to. Mr***referred us to the Vision Works located at *** *** *** *** *** *** **, Phone ###-###-####, where we are going tomorrow, still seeking a remedyto this situation. Thank you very much for your assistance
Regards,
*** ***

Dear Revdex.com:
Thank you for letting us know that this customer had some additional concerns I have been in touch with the store and asked them to take another look at everything The following should clear up all her concerns and answer her questions; as well as demonstrate our belief that we did all we could accommodate the customer's husband:
I went back and did some more digging and was able to talk with one of the techs that was here on the 31st They did have two insurances, but to my recollection, Mrdid not mention this to me nor did he show me a benefits break down for two insurances as stated in their response He said that he worked for UPS and has had his glasses of contacts covered through them before, but he did not say it was a separate plan from the *** policy that he pulled up on his phone I unfortunately do not know the insurance plans of every business in the area I assumed that the plan offered through UPS was the one he showed me on his phone as this was the only plan he showed me I too offered to pull of the benefits for his plan, but he stopped me and pulled it up on his phone On his phone it did state that the *** collection of contact lenses would be covered, but outside that collection there would be a $allowance towards his contact lenses In regards to his two plans, neither plan cover the contact lens fitting The exam is covered in full with a $co-payment for both plans, but the contact lens fitting is different from the exam and has its own fee, the the case of Mrit was $minus the 20% discount The patient paid after tax, which is the fee Mrsrefers to This fee covers the additional time it takes to determine the best contact lenses for the patient, the follow up visit(s), if necessary, and the trial set of lenses We used the *** plan towards the contact lens fitting because it offered a greater discount towards the fit; 20% vs 15% through VSP No where does our info state that the contact lens fit is covered With VSP, we get our information off VSP's automated system which tells us what is covered and what discounts to apply I believe we responded to the question that was asked Is the exam covered? Yes Is the contact lens fitting covered? No I do not believe that question was asked We do our best to let patient's know that in most cases the fitting is not covered under most insurance plans when that questions is asked As for asking for the contact lenses, this I did do At this point, the only info I had was the patient wanted to refund the cost of the exam because we did not offer the *** collection of contact lenses Mrasked me if he could speak with me and explain his perspective first, at which point I apologized and asked him to please explain After explaining to me what happened it was clear there was some sort of misunderstanding and as a courtesy to him, and for whatever part we played in the misunderstanding, I told him he could keep the trials so that they would get him by After sitting with him for some time, I came to the decision that the best way to service Mrwas to completely refund the cost of the fitting to him, not charging him the $copay they expected to pay and VOIDing the authorization we pulled on his exam I also allowed him to return for his follow up visit for his contact lenses, if needed, and keep both his contact lens and eyeglass prescription thusly, he received service for free Mrdid wait a long time for me as it was an extremely busy day I serviced each patient as quickly and efficiently as I could, in the order in which they came into the optical I regret that he waited at length, but unfortunately many others did as well, which is expected for that time of year It was partly because he waited so long that helped me make the decision to completely refund him what he paid I feel I did everything I could to take care of the patient's needs, with the exception of giving him contact lenses for free I am sorry that we were not able to create the experience he expected and one we strive to deliver to each of our customersSincerely,
Visionworks

Dear Revdex.com:
Thank you for bringing to us the concerns of this customer. Since learning of this customer's issues, our Territory Director, the General Manager of this location, and the District Technical Manager have all tried to reach out to this customer to address her
concerns. The DTM specifically would like to work with her and try to see what the customer is seeing on her lenses; do a quality check. At this time, the customer has not responded to any calls or messages. We have a plan in place to either remake her glasses and have our Technical Manager double check them for quality, or if this does not work for the customer, she can return the glasses for a full refund. We look forward to hearing from the customer as soon as she is ready
Sincerely,
Visionworks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** * ***-***

Dear Revdex.com:
Thank you for getting in touch with us regarding this
customer's issues with her sunglasses We enjoy any and every opportunity to hear from our customer's, and, if needed correct any issues or complications that may have arise In this particular case, the customer wrote to the Revdex.com explaining that she had purchased sunglasses from one of our Florida locations back in She was never able to really wear them, and she attributed this to the ongoing issues she has with her eyes for which she sees a specialist regularly At one of her last visits, thi specialist took a look at her sunglasses and determined that the prescription had been made incorrectly She contacted the original Visionworks location and an associate there verified the prescription not done as prescribed Because the glasses were originally purchased in 2014, the customer was told there was nothing that could be done but to purchase a new pair This is when she wrote to the Revdex.com.After receiving this case from the Revdex.com, our Territory Director for this location reached out to the store and to the customer It was discovered that a mistake had been made and she has immediately taken steps to rectify the situation for the customer She is having this customer's sunglasses remade and no cost to her and is honoring our commitment of make sure things are done right She is also addressing this opportunity at the store level so that they are clear on how to address a situation like this in the futureWe are glad to know that all will be well for this customer and the customer is satisfied with our resolutionSincerely,
Visionworks

Complaint: ***
I am rejecting this response because:
From: *** *** *** Sent: Wednesday, June 24, 10:AMTo: infoSubject: vision works
A couple of months ago I sent a complaint to the Revdex.com concerning Vision works at East Randolph,Chicago,il.I was contacted about weeks ago about getting my glasses recoated for no charge.I was told that the manager of that location would contact me.NERVER HAPPEN.IT’S SO SAD THE BUSINESSES USE PEOPLE TO GET THERE MONEY & CAST THEM ASIDE.I’LL NEVER USE THIS COMPANY AGAIN.I HOPE YOU DON’T EITHER!
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meVisionworks definitely fixed the issue and the territory manager as well as the assistant manager at the store were very helpfulUnfortunately I will never purchase anything at visionworks again but I really appreciate the effort in getting this handledThank you
Regards,
*** ***

Dear Revdex.com:We have reached out to our valued customer, ***and come to a solution which will best resolve ***.'s troubles with her current prescription We are going to have her eyes re-examined at no charge to her so we can make very sure we have the correct prescription Once
we have the new prescription we will be remaking her glasses to an upgraded product, at no charge, which will be the most advantageous to care of her eye health ***has expressed satisfaction with this plan of action.Thank you for alerting us to this customer's dilemma so that we could take care of her Here at Visionworks, we work very hard to meet or exceed our patients'/customers' satisfaction in providing affordable eye care Once in a while, unexpected complications arise that are unfortunate and we try to work them out one at a time We regret ***.'s initial dissatisfaction with our service and very sincerely apologize for her inconvenience

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 $ 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

Stillwater MN shop is unorganized and needs help, I have had nothing but issues!!!! Lost my Order/RX twice (& 2016) and my grandmothers once! Wont take responsibility in tried to '***' off on Korrect

Dear Revdex.com,
As always, we strive and are eager to address all customer complaints and ensure we provide the best customer service possible I thank you for reaching out to us with this complaint and want to let you know that since receiving the complaint I have reached out to the
Territory Director for the store where service was provided The Territory Director has informed me that the store has made attempts on two occasions to contact the customer, leaving voice messages and the customer has not yet responded Please let the customer know that we are eager to work with him and look forward to a return phone call to discuss resolution of this case

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

Thank you for bringing this customer’s issue to our attentionUnfortunately, while this customer and family had their eye exams done with an optometrist located inside one of our locations, in this state, doctors are not employed by VisionworksThe doctors lease space from us and are separate
entitiesDue to this, we are unable to assist the customer with their concern of overpayment of their eye exams; however, they are of course able and welcome to address this issue with the Doctor who performed their examsWe would like to express our sincerest apologies for our inability to offer assistance in this circumstance, and wish this family all the bestWe look forward to assisting them in the future with their eye glass or contact needs.Sincerely,
Visionworks

Dear Revdex.com: Thank you for bringing this customer’s concerns toour attention so that we may have the opportunity to address them. We work very hard to meet or exceed ourpatients’/customers’ satisfaction in providing affordable eye care. However, once in a while,
unexpectedcomplications arise which are unfortunate and we try to work them out for ourcustomers’ one at a time.It is our understanding from the customer’sstatement of the problem, she was charged for an item that unfortunately wecould not provide at that time so she was told that she would receive a refundfor $when she picked up her prescriptionThe customer states that whenshe went back to the store to pick up her glasses, her refund was not available.The customer then says that she called the store regularly over the next coupleof weeks and was told her refund was still pendingWe can understand the customer’s frustrations and ofcourse want to make things right. In thebeginning, she paid with a check for her glasses and was told that we could getthem ready for her same day. As itturned out, we did not have the lens she needed in stock and therefore she was goingto have to wait a bit longer for them. To make up for this unexpected delay, we offered to refund her $50, theprice of her upgrade on the lenses. Because she paid with a check, that refund could only come in the formof a corporate check. Unfortunately, thecheck was never cashed and we can only assume lost in the mail. We then had to stop payment on the check andthen of course authorized a $cash refund which the customer has alreadypicked up from the store. So, in theend, we were able to get this situation remedied for our customer.While this customer experienced a series ofunexpected events, we are thrilled we were able to resolve the issue and did soin the quickest way possible. We lookforward to serving this customer in the future again. Sincerely, Visionworks of America

Dear ***,I thank you for uprising us of the complaint submitted on behalf of our customer Mr*** ***. After reviewing the details of the complaint, I submitted to the territory director of the Visionworks store that Mr*** visited. I was informed that because the
transaction was made with an HSA account, it takes longer for the moneys to be refunded. This is HSA policy and something out of the control of Visionworks. The refund has been processed and can take up to days before Mr*** sees this back into his account. At Visionworks, it is our primary goal to ensure superb customer satisfaction. We want to apologize to Mr*** for any miscommunication and any inconvenienceThank you again for bringing this to our attention. Sincerely,Visionworks