Visionworks of America, Inc.

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,
*** ***

*** *** ***
*** *** *** *** ***
*** *** *** *** August 16, 2017 Re: *** *** Dear Revdex.com, I appreciate you uprising us of the complaint on behalf of Ms
*** *** (case #: ***) After review of Ms*** complaint, it was determined that she would be refunded the amount of $ At Visionworks, it is our goal to provide superb satisfaction to each and every one of our customers We want to apologize to Ms*** for any inconvenience and appreciate the opportunity to better serve our customers Kind Regards, Visionworks

Had an eye exam with DrV** *** today He has apparently assumed DrSandoval's practice I was VERY disappointed with his service and attitude Let me preface what I am about to convey I am college educated, I worked in pharmaceuticals with physicians from all modalities for the better part of a decade I am not a doctor That said, I am also not an itI have been wearing hard contacts in some form or another for years (+/-) Logically and ethically, there is no reason DrV** *** would have been unable to provide me with a prescription for the hard contacts I have been accustomed to wearing for decades Yet, that is exactly what happened today Why? I ask The irrational and rote answers provided by the staff simply did not answer my questions I received explanations like, “well he (DrV** ***) needs to make sure they fit” Fine If I was new to contacts If I was new to hard contacts Not the case I even attempted to give DrV** *** the benefit of the doubt An hour or so after my exam I reached out to DrV** ***, I spoke with him on the phone I was unable to elicit a rational response from him as well Again, why? Medical necessity? No! He, DrV** ***, could have expressed concern, pushed medical necessity, anything relevant He did not Why not provide me the script that I came in for? Why not provide me the script so I can order my lenses, the lenses I’ve been wearing for at least two plus years and then schedule a follow up to make sure they fit? THIS IS NOT what happened NO, I must order from him Never mind that they couldn’t provide the product I’ve been accustomed to wearing for years Never mind that they cost twice as much Now I am out two hours of my life and still need to see an Optometrist This time I will find a doctor that takes the Hippocratic oath seriously Stay away from John V** ***, to my dismay and deep disappointment, he doesn’t seem to take his role seriously Well, he’s serious about making money but that’s about it

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 future.We are glad to know that all will be well for this customer and the customer is satisfied with our resolution.Sincerely,Visionworks

Dear Revdex.com: Thank you for advising of this customer's concerns We take pride in providing excellent customer service; however, every once in awhile complications do arise and we do our best to take care of them as we learn of any issue In this customer's case we have had one of
our doctors speak with her and learn what we could about her situation and see what we could do for her The following is a summary of the issue and the resolution: The patient was seen for an eye glass exam on 9/5/ She came back to us on 3/14/for a contact lenses exam and trials were ordered for her On 3/21/she returned to the office complaining of dryness with the contact lens she had several follow up visits after that trying different combinations of material/modality and RX until her prescription was finalized on 4/30/ She purchased a day supply of dailies and day supply of week disposable contact lenses using her insurance discount Her complaint on the phone was that the doctor was patient and nice, but he did not let her know that her Rx for contact lenses would by approved as "medically necessary" by her insurance due to a condition She stated she contacted her insurance company at the end of the year and was told that her contact lenses would have been covered if they were medically necessary She also stated the office ordered her "wrong contact lenses on two occasions" I apologized to her regarding the miscommunication and her experience at the office I contacted the insurance company on her behalf but was told since her coverage has ended on 12/31/and so much time has lapsed, they cannot do anything for her I asked her what she would like us to do at this point and she wasn't sure but was unhappy with the outcome As a courtesy, I have asked the office to provide her with a day supply of her daily disposable contacts (she stated she was allergic to the two week disposables) The patient was satisfied with this outcomeSincerely,
Visionworks

Dear Revdex.com:Thank you for bringing this customer’s concerns to our attention so that we may have the opportunity to address themWe work very hard to meet or exceed our patients’/customers’ satisfaction in providing affordable eye careHowever, 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 her son to have a contact lens fittingHer son had trouble with the contact lens fitting and she was told that her insurance would not be charged for the examShe then discovered that the exam had been charged to her insurance after allWe have tried several times to reach this customer and have left messages to talk with her about her concernsAlthough, we have not heard back from this customer, we have already issued a refund to her insurance company for the examThis was her desired resolution and we were happy to accommodate her request.We understand this customer’s frustration with having difficulty getting the refund to her insurance company, but we are glad we were able to get this taken care of with her insurance company for herIf this customer would still like to discuss the issue, we welcome her to give us a call backIn the meantime, we hope all is well, and welcome an opportunity in the future to server her and her family.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 she experienced.Sincerely,*** ** ***Visionworks Of America

Dear Revdex.com,I thank you for uprising us of the complaint presented by our customer *** ***. After careful review of the details, It was determined that Mr***'s frames would be replaced at no cost to him. At Visionworks, it is our goal to provide superb customer
satisfaction. We welcome every opportunity to better serve our customers. We want to apologize to Mr*** for any inconvenience and thank him for the opportunity to rectify the situation.Kind Regards,Visionworks

Dear Revdex.com,
I thank you for notifying us of our customer Mr*** concern After careful review of the details of his complaint, the GM at the store has contacted Mr*** to discus his concernsIt has been agreed that the store will be replacing Mr
*** lens at no additional cost to him Our customer will be dropping the glasses off today, December 2,We want to apologize to Mr*** for the inconvenience and appreciate the opportunity to better serve our customer and rectify this situation Mr*** was satisfied with the resolution of this.
Kind Regards,
Visionworks

The Visionworks store in Aurora, Co., was a huge disappointmentI had my eye exam there and wanted my Marc Jabobs polorized sun glasses to be converted to regular prescription glassesI had asked for my sun lenses to be returned to me which they were notI told the employee I was entertaining the idea of having LASIK sometime this summer or fall and it seemed to not be an issue to have the original lenses returnedThe manager told me, after the fact that they typically don't return lensesI had specifically asked about it but the manager said I didn't and it wasn't it writingNobody said I needed to sign something or that it was an issueThe manager told me he wouldn't compensate me in any way and it wasn't his faultHe also wouldn't return my phone calls with a follow upVery bad customer serviceMy lenses were not theirs to throw awayThis was my last visit

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, *** ***

Worst experience everWent on a Thu eveningWaited min to be seen with my year old son while the one person working went to find someone in the backThey called to verify my insurance, then told me I wasn’t covered and to contact my HR departmentI needed the glasses for my son so I paid out of pocketWhen we picked out a frame I asked if they would be suitable for my sonThey said yesI asked if they had any frames for smaller children with cable temples, as our doctor suggested, they said only for infantsOnce we waited the hour for one pair to be made, we went back to get themThey were obviously way too big for my sonA guy attempted to heat and melt the temples to make them fit better but they did notI asked if they had any straps or nose pieces that would helpHe said they did notThey told me I would have to wait a week or so for the second pairWhen I contacted HR they said I had been covered for almost a yearWhen I went back to pick up the second pair of glasses they did not fit eitherAnother man walked in about the same timeHe was told to wait After waiting minutes again I explained that my insurance had been verified and that I needed them to void the charge to my card and process the claim correctly through my insurance companyShe then came back to me with a receipt for me to sign that was for more than $I again explained that my insurance covered almost the entire amount, showed her the paperwork, and asked her to correct itAfter 20+ minutes of waiting and her putting in the same thing times, she said she needed to go to another computerThe man that was waiting came and asked her how long it would beShe said min or so She came back minutes later with the same paperShe said she couldn’t figure out how to make the charges come out correctly and asked if I would just pay the full amount on my card and she would just “refund” half of itI disagreed and explained I needed the correct amount to be on my insurance claim for deductible and co-pay reasonsThe then told me “this is how we do it.” I told her I wanted it done correctly and she said “then you’re going to wait”She then informed me that the glasses my son had as well as the ones I was there to pick up were made incorrectly with the best part of the prescription being on the outside of then lens, meaning the pupil distance that they “measured” was way too big for a year old About that time, it had been an hour and the gentleman waiting left without being helpedI told her “I’ve been here over an hour, I will wait if that’s wait it takes to get this billed correctly.” She then got rude with me and told me I’d be waiting for a whileI didWhen I asked her to call my insurance to verify what was covered, she said “they can say all they want, it’s not coming off the computer.” I told her I would not have her charge my card again until the amounts were correctShe then asked if she called customer service on speaker phone and they said charging my card incorrectly is the way they “fix” it, would I agree to itI said fine, knowing full well any corporate office would not approve of thisShe came back minutes later and told me customer service was closed for the dayIt was 7:pmBy this time I was beyond frustratedI had spent hours and over $dollars at Vision Works and still did not have one pair of glasses for my son that were suitableThey were made incorrectly and the frames were way too bigShe said they would remake the glasses I was there to pick up but that would only fix the lensesI decided I no longer wanted to argue with her and asked for my paperwork so I could leaveShe told me she would have to charge my card before I left because my son still had a pair of glassesI reminded her that my insurance covered one pair completely and that I was not taking the second pair as they were made incorrectly and of no use to meShe told me I couldn’t leave without her charging meI then told her she would not get my card back and that I would have someone bring the other pair of glasses back to the store while I sat thereShe waited about five minutes to see that I was not bluffing then told me I didn’t need to have someone else bring the glassesThat she would charge my insurance company for the one pair and I could leave the second one thereI reminded her that the glasses he had were still not made correctly so she suggested I come in and have him re-measured so they could remake the lensesI agreed and left, after minutesShe then called me on my cell phone after I’d left to make sure she had my “permission” to bill my insurance for the pair my son hadI told her yesWhen I went back the next day with my son to have him re-measured there was someone else workingShe told me she could not find my transaction anywhere in the computer and could not put a work order in to have the glasses remade without a transactionI explained all that happened yet she would not even measure my sonWhen we saw the opthamologist a week later we were informed that nothing about the glasses were suitableThe frames were for a “year old” and the PD measurement was “way off”Therefore, the glasses that were supposed to be billed to my insurance are useless to usI want to return themI do not want my insurance to be billed for them as I will need to use my insurance for glasses my son can useThis should be an easy process yet nothing at Vison Works had been easy or professionalI do not want to have to wait minutes or re-explain this entire situation to someone else who happens to be working when I come inI do not want someone searching for a transaction that a Vision Works employee could not figure out how to enter appropriatelyHow do I go about returning the glasses billed to my insurance and verifying they have been refunded properly?

Dear Revdex.com:
We are committed to excellence in customer service and therefore enjoy any opportunity to address issues customers may have with their service within the store For this particular case, it is our understanding from the customer's statement that she had made an
appointment for her husband to have an exam and get glasses and contacts At the time of making the appointment, the customer states that she shared the insurance information and that an associate told her everything would be covered This appointment was made for 12/31/ The husband showed up and had the exam performed to receive prescriptions for both the glasses and contacts and was then charged $for the exam and was told that the insurance would not cover the contacts The customer's husband spoke to the General Manager and was informed that she would refund the cost of the exam, but that there was nothing she could do about the contacts She also stated that the appointment was a waste of hours and was unhappy that the insurance benefits went unused for the year We have spoken with our store regarding this situation so that we have a better understanding of what transpired As to the length of this visit, it was the last day of the year- one of the busiest days of the year for a vision store and this amount of traffic in the store accounted for the length of time the customer and her husband were in the store Unfortunately, no one was ever aware that the customer and her husband had different insurances The staff was only aware of the insurance and during the conversation with the GM of the store, it was never brought to her attention that there was more than the insurance they were discussing Additionally, we answer questions as best we can by phone or in person regarding insurance based on the information the customer gives us In this particular case, the insurance did cover the eye exam, but not the special contact lens exam This particular insurance also specifically states in its benefits that contacts are fully covered if the customer purchases contacts from a specific group of contacts (in this case called the *** Line), but that these contacts are not available at a retailer This insurance plan does give people the option to purchase other contacts but will only cover up to a certain dollar amount, anything over that amount is patient responsibility When the GM was talking with the customer and her husband, all of this was made clear and as an act of goodwill refunded what the customer had paid for the contact lens portion of the exam and allowed him to keep the trial contacts at no cost; therefore, this customer received services for freeIt is regrettable that a miscommunication occurred between the customer and our staff and we sincerely apologize for our part in that miscommunication We hope this sheds some light as to the events that transpired that day and thank you again for allowing us the opportunity to address this customers concernsThank you,
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

Complaint: ***
I am rejecting this response because: 1st, I just DID NOT walk into the Oneonta, NY store, I called the end of October and was told on the phone the 1st available appointment for early afternoon was December 3, at 2:30pm. When on the phone I was ASSURED that the BOGO would be in affect until January 6, 2016, OH AND BY THE WAY IS STILL IN AFFECT ACCORDING TO THE AD IN THE LOCAL NEWSPAPER IN ONEONTA, NY. The buy one get one at 50% is for people who have INSURANCE. The ONLY insurance I have is, as stated in the original complaint, is MEDICARE/MEDICAID, of which you DO NOT accept!!!! (EVERYTHING I HAVE JUST SAID WAS ALSO IN MY ORIGINAL COMPLAINT!!!!!!!!!!!!!!!!!! IF IT WAS READ) I was also told by whoever answers the phone that the premium lenses WERE INCLUDED which make it sound like no extra expense. This to me is like a BAIT AND SWITCH it was and still is very misleading. Especially when you are told that A FEWS DAYS before MY APPOINTMENT is when the BOGO was stopped.
I still feel I was taken advantage of, I also read the complaints that this store had on this same problem. I will never go back here, and I have already told some of my friends of their practice. I still also feel I should get some kind of money back because of the way of the advertising
Regards,
*** ***

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

Complaint: ***
I am rejecting this response because: I have never once received a phone call or email or any communicationEspecially any messageNot one thingPlease email me directly if you would like to discuss the situation so it can get resolved and I have your comments in writingMy email is ***.
Regards,
*** ***

Please find attached documents 1) my 11-5-prescription 2) doc from lab at Lenscrafters , also signed by my Eye Doctor, of the 1-9-reading of the second 11-5-of my glasses made by Visionworks. You can clearly see that they were not made as prescribed, especially the left lense

Dear Revdex.com,Thank you for alerting us to this customer's dilemma so that we could take care of him. We work very hard to meet or hopefully exceed our customers' satisfaction in providing affordable and fully functioning eyewear. Unfortunately, once in awhile, unexpected
complications arise that are unfortunate and we try to work them out for the benefit of our customers. In this particular case, we have reached out to J.Rto find an appropriate resolution for him. We have determined that the lenses were in need of replacement and we have offered to have J.R.'s lenses replaced at no charge to him. He was working with the store over this past weekend to replace those lenses. We regret J.R.'s initial dissatisfaction with our service and sincerly apologize for his inconvenience.Sincerly,Visionworks of America

Complaint: ***
I am rejecting this response because:Visionworks in Virginia offered me two packs of daily disposable contact lens, as a COURTESYHonestly speaking, this is not exact the type of solution I would like to see, but since the insurance is no longer in this conversation, I don't know what they can doThat was why I accepted this offer.So just correct one thing in business response: I ordered MONTHS of biweekly contacts, not DAYS. I just came back from the store, and I am very very disappointed now: they ordered me WRONG contact lens, AGAIN!!! See the pictures attached, one was from my order, and the other is from their courtesy orderWrong power, wrong diameter, wrong BCEverything is WRONGI don't think I can trust this store anymoreNow I don't want your courtesy lens, I just want my money back.
Regards,
*** ***