Visionworks of America, Inc.

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, I thank you for uprising us of the complaint made by our customer, Mr*** * *** After review of the details of the problem, it has been determined that the store will be replacing the frames for Mr*** I want to thank you once again for bringing this to our
attention thus allowing us the opportunity to rectify the situation for Mr*** We also want to apologize to Mr*** for any inconvenience experienced At Visionworks, we pride ourselves in providing superb customer service and welcome every opportunity to better serve our customers Thank you, Visionworks

Dear Revdex.com:Thank you for bringing this customer's concerns regarding the service she received at one of our Florida locations While we pride ourselves on her track record of excellence in customer service, we understand every once in a while complications do arise that require extra attention
and we do our best to address those concerns as they arise.In this particular case, the customer was dissatisfied as she felt she had been misquoted costs associated with both her daughter's and hers purchases of eye wear at our store Because of these misquotes, she was forced to put back a pair of eye glasses she thought she'd be able to get with her insurance Additionally, she stated that when she attempted to question the mistakes she felt the associate was making, she did not receive much assistance from the supervisor She asked that she have the 2nd pair of glasses made free of charge and for a refund on money she paid for her daughter's glasses.Since receiving this case from the Revdex.com, our Territory Director for this store, has reached out to the customer to discuss her particular situation at length Our TD felt that the staff did miss on a few areas He has agreed to return the out of pocket expense for this customer's daughter's glasses and will also make the customer a second pair of glasses free of charge The customer expressed satisfaction with this resolution.We are glad we were able to resolve this customer's concerns to her satisfaction and restore her confidence in our willingness to listen and make corrections when necessary Thank you again for allowing us this opportunity to work with and for our customer We look forward to serving her and her family in the future.Sincerely,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 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

I am unable to convert the receipts into a format that will open for you on my *** May I please mail them to your office, please give me the address and the contact person to address them to This is of the utmost importance Please do not close this claimThanking you in advance for your cooperation,
*** *** *** ***

Complaint: ***
I am rejecting this response because: In addition to Visionworks continuing to refuse to address all of the points of the original complaint, the self serving verbiage in their response is not supported by evidenceSubmitted evidence proves malpractice on the part of Visionworks that cannot be deniedVisionworks' ongoing attempt to stonewall on the issue is evidence of the Visionworks’ refusal to provide minimal customer service based on valid complaintsAll 100% disabled veterans are required to have their eye exams at Visionworks if they want the cost covered by the VAThose who saw the same examiners over the past two years should have new exams by employees other than Visionworks at the expense of Visionworks and both of the offending examiners should be retrained, or dischargedI have incurred expenses related to the malpractice by Visionworks that they are responsible forI reject their offer and renew my demand
Regards,
*** *** ***

Dear Revdex.com:
Thank you for letting us know that this customer had additional concerns regarding his case with the Revdex.com and our initial response to situation He responded to you, the Revdex.com, on January 23, that he was rejecting our offer as he wanted a full refund of his eye exam as well I have taken another look at his case and I see here that we have issued a corporate refund check for his glasses on 12/18/in the amount of $ Additionally, we have issued refunds for exam services, both on 1/18/in the amounts of $and $ It does take 7-days for our corporate office to process these corporate refunds and get the checks sent out to the customer However, clearly, as of the date of our response to you and days before his rejection of our response, we have already issued a full refund for every aspect of his visit with us If for some reason the customer does not receive his refunds in the next weeks, we welcome him to contact us and we will look into it further I have attached copies of each of the transactions indicating the refunds and their dates of issuance We trust this clears up any confusion or questions the customer hadSincerely,
Visionworks

Dear Revdex.com:We appreciate the Revdex.com apprising us of this customer’s
situation and concerns so that we may have the opportunity to address them and
come to some sort of resolution for the customerWe know that when customers
come to us to take care of their eyewear needs they expect great
customer
service, as this is one of our attributes we pride ourselves inUnfortunately,
complications do arise, and we work hard to take care of those as they happen.It is our understanding that the customer purchased eyewear
from usLater after reviewing their receipt, the customer decided that they
were no longer happy with their purchase When they went back to the store for a refund they
were told that they would have to wait for a refund check in the mailDissatisfied
with that response they decided to cancel their check through their bankBecause
we were already in the process of issuing a refund their bill was sent to
collections We understand how this may come at an inconvenience to
the customer and we apologize for the misunderstandingCurrently our team is
working on getting them out of collections but the customer may still be
responsible for any collection fees from Telecheck.In the meantime, we would again like to thank you for
giving Visionworks the opportunity to serve and accommodate this customerWe regret
this customer’s dissatisfaction with our service and apologize for any
inconvenience they experienced.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 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 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

Dear Revdex.com:Thank you for getting in touch with us regarding this customer's concerns with her purchase from Visionworks Since this time, the customer has been issued a full refund, as requested, and the refund was mailed out to this customer on 7/via USPS Priority Mail Priority Mail
generally take 1-business days to deliver Being that the check was sent to her on 7/28, the check should arrive to the customer as early as this past Friday (7/29) or as late as today (8/1) We do apologize for what she felt was a run around trying to resolve this matter I have been in touch with both the store and the appropriate department in home office and the delay was caused by a bad fax that had to be redone and the process started We are glad to know that this matter has been resolved as requested by the customer We are very sorry for any inconvenience this customer has received and hope she will try us again in the future as this was an isolated incident beyond control.Sincerely,Visionworks

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 customersAfter careful review of our customer's complaint, the Territory Director
for the store where *** *** 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 himIn the meantime, the customer will have the new frame replacement this evening and will be able to keep as a backup *** *** was very pleased with the resolution and no longer requests the refund I thank you for your time and would like to apologize to *** *** for his trouble and inconvenience Thank you,Visionworks

Thank you for getting in touch with us regarding this customer’s case; we appreciate being given the opportunity to address his issues and frustrationsWe here at Visionworks pride ourselves on our Customer Service, but we understand that sometimes complications ariseWe do our best to work
them out as best we can with the customer’s satisfaction being our number one priority.We understand from this complaint that the customer received a prescription from an eye doctor and had some problems with itHe states that he went back times to get it corrected and was even refused a refundHis desired resolution was a refund in the amount of $from the optometrist for the incorrect prescription.We can tell you that the customer’s initial purchase for eye wear was in November of 2014, he came back later that month for a remake which was performed at no extra chargeHe then came back to us again at the beginning of December and Visionworks gave him a full refund for his purchaseThat is where Visionworks portion of this trouble endsUnfortunately, we are not able to refund the customer the amount paid to his optometrist as we do not employ the optometristWhichever optometrist he saw for his prescription is the company this customer must contact for the refund he would like.Thank you for giving us the opportunity to address thisWe are glad we were able to refund this customer’s money for the eyewear he purchased with us without hesitation or problems, an example of our good customer service recordWe hope he gives us the opportunity to serve him and his family again in the future.Sincerely,
Visionworks

Dear Revdex.com,
I thank you for advising us of our customer's complaint as we at Visionworks pride ourselves in providing excellent customer service and welcome each and every opportunity to ensure customer satisfaction After careful review and investigation of this, it has been
determined that our customer is in fact owed a refund We are currently in the process of setting up reimbursement to our customer Once again, I thank you for bringing this to our attention and want to apologize to *** *** for this inconvenience We will reach out to our customer very soon Thank you,
Visionworks

Dear Revdex.com, At Visionworks, we appreciate every opportunity to resolve any uprising issues or customer's concerns I was informed today by our territory director for store *** that Ms*** picked up her glasses on Saturday, October 29, We want to thank you once again for allowing us to rectify the situation for Ms*** and apologize for the inconvenience. Thank you, Visionworks

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 $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 + = $583.96 We owe her $104.00We have gotten in touch with our refunds department with this information, and they have issued a corporate check for her in the amount of $ This refund check will be mailed out today via USPS Certified Mail We estimate time of delivery between 5-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; we welcome all opportunities to address the issues are customers have so that we can continue to foster excellent customer service and to Super Serve our customers to their satisfaction.We understand form the
complaint filed with the Revdex.com, that this customer experienced trouble seeing through his new glasses that he had purchased months prior. He was told he would have to have a new eye exam, but that there would be a charge for that exam. We have reached out to this customer and expressed our sincerest apologies for his experience and we are going to be remaking his eyewear for him at no charge. Addtionally, we are refunding him the $exam fee. At the time we spoke to our customer, he seemed very pleased and will let us know if there are any further issues so that we may address them immediately.We are so pleased to have been able to assist this customer and offer him the best possible solution to address his dilemmaThank you again for aprising us of his situation so that we may serve him and we hope to continue to do so in the future.Sincerely,Visionworks

Dear Revdex.com, I thank you for advising us of our customer's complaint as we at Visionworks pride ourselves in providing excellent customer service and welcome each and every opportunity to ensure customer satisfaction After careful review and investigation of this, it has been determined
that our customer is in fact owed a refund We are currently in the process of setting up reimbursement to our customer Once again, I thank you for bringing this to our attention and want to apologize to *** *** for this inconvenience We will reach out to our customer very soon Thank you, Visionworks

Dear Revdex.com,In response to the complaint filed by Mr***, case # ***, *** *originally came into the *** office on 8/25/with a letter from the VA for an exam. He received an exam and took his prescription with him. He returned on 12/01/and stated he
could not see out of the glasses he had received from another place but using our prescription. We had him see another doctor at our office to re-evaluate the prescription and verify the results. He was written a new prescription at that time. That prescription was written for intermediate use only, not for distance nor near, but more like a computer screen prescription.*** *came back into the office in January wanting a referral to the VA to have his vision checked for medical issues as he still cannot see well.On February 16, 2015, he returned to our office with a prescription from the VA and we gave him a free pair of glasses with progressive, plastic, Transition lenses (the kind that turn dark outside) for his trouble of coming back with the prescription issues.March 12, 2015, he returned to our office stating that we gave him cheap lenses and he still could not see well. The General Manager on March 24, offered to upgrade him to our best lenses at no charge if that would help. He told us that this doesn't resolve his concern and he isn't interested in having us make any more glasses for him.On March I received the information that *** *had filed a complaint with the Revdex.com and he was waiting a call from us. I called *** *the evening of March and tried to talk to him about his problems at my office and when I asked him if he could tell me specifically what the problems were, he asked if I had read his complaint with the Revdex.com and I told him I had not received it yet, I was traveling and got an email that I need to call him so I did. He then refused to talk to me until I had read his complaint so I told him it would be late on Thursday before I could call him back and he said ok and hung up.I called him back on Thursday, March 26, and told him I had read the complaint and apologized for the issues he had. I had informed him that the doctors at the *** location received more compliments than almost all of my other doctors so I was surprised at the problems. I then offered to remake his Free glasses and even offered a second pair of glasses if he wanted, just trying to be kind for his trouble, but I told him I would not pay him the $he wanted. He then told me that was the answer he expected and told me to be sure to respond to the Revdex.com complaint and I assured him I would, and he hung up.*** *came to us for an exam and we gave him one, as well as a recheck. That obviously did not work and he received a prescription from somewhere else, that he likes. I have asked my staff to issue a refund to the VA for his billed exam, but he has not bought anything from us and we tried to give him a free pair of glasses just to be nice. I am very sorry we could not get *** *happy and I would gladly refund all money spent at my offices, had he spent any with us. I cannot refund him for what we did not sell him.Again, I am very sorry we could not work this out and I hope we can move forward.Thank you,*** *** *** ***.President*** *** *** OD & Associates PLLCVisionworks Doctors of Optometry

Complaint: ***
I am rejecting this response because:
Visionworks has totally
avoided the pointLet me restate it:
If Visionworks had made
the November 5, REDO correctly either the first time (1) or the
second time (2) I would have had glasses I could actually see with and I
wouldn’t have contacted the Revdex.com I would
have been a satisfied customer.
1) On November 5th Visionworks referred me back
to my Eye Doctor because I had issues with blurry vision with the original
glasses (purchased Sept 29th), so a was ordered I picked them up from Visionworks 7-days
later. I could see pretty well, but
there was an issue with the frame.
2) On November 25th Visionworks
ordered a second from the Nov5th order due to a
manufacturer defect I picked them up
7-days later I had a very hard time
reading with them, and both distance and up close was blurry in my left eye. I had asked if they were the correct
prescription, they said they were.
My Eye Doctor issued
another on Dec.29th It was then I
was offered half off for new lenses by Visionworks, as I stated in my original complaint
Apparently Visionworks only allows
days for a and only allows one re-do But, even with the “time out” for
approximately 7-days each time my glasses were being remade, which was twice,
I still would have easily been within my day time limit, if they had been
made correctly at least once.
When Visionworks wanted
to charge me for another I decided to have the glasses checked by another
lab I learned that the second Nov5th
that was ordered by Visionworks, due to a manufacturer defect, was not
what my Eye Doctor had prescribed……THEY WERE WRONG!!!
My time and money has
been wasted by Visionworks, I was treated rudely by their staff and the customer
service I received was far from excellent.
My last visit was a traumatic experience to say the least and I have no
desire to returnThe only acceptable resolution is still a full refund of
$
Regards,
*** ***