Visionworks of America, Inc.

Dear Revdex.com:Thank you for bringing us this customer's concerns We always want to exceed expectations and we find it invaluable to know when we haven't met that goal so that we can learn from the experience to make sure we do better next time.In this particular case, the customer
bought our scratch resistant lenses and after months he states the glasses were so scratched he could not see through them At that time, he went into the store and the store ordered him new lenses Those lenses were cut wrong for his frame and had to be ordered again The lenses were cut wrong again since that time, our Territory Director for that area has reached out to the customer and apologized for his experience She is personally overseeing this ordering of new lenses and the store is going to make a new complete pair of glasses at no additional charge of course We could have gone through the process of reinstating his insurance for him, but that is a lengthy process and the customer decided on just having us starting from scratch for him He expressed satisfaction with this solution.Thank you again for coming to us with the opportunity to make things right for this customer We look forward to working with him in the future.Sincerely,Visionworks

Dear Revdex.com:We would like to begin by giving you our thanks for illuminating for us the concerns of this customer We strive for the satisfaction of our customer's and are appreciative of any opportunity to address any issues or complications that may arise It is our understanding that
this customer has experienced a delay in receiving the glasses he ordered from us He states in his case to you that his purchase was July 18, and was told at that time his glasses would be ready by July 28, or sooner When he called to see if his glasses were ready, he states that he was told there was a problem and his glasses would not be ready until August 8, and he felt this was unacceptable.Let us begin by saying that we completely understand this customer's frustrations Unfortunately, there was a break on the lenses during a process called the cutdown; this is when they cut the lenses down to be ready to go into the frame We have been doing everything to get these glasses ready for him As this is a lens we special order from one of our vendors, it does take a bit longer; we were going to get him a pair of loaners to get him through until they were ready.Since the time of this initial case being brought to our attention, our Territory Director has spoken with the customer, yesterday in fact, and we were able to determine that the situation had been resolved We are making him a backup pair of glasses; additionally, we are refunding him the money he paid for the lenses in an effort to show good will and our willingness to make things right for our customers.We offer our sincerest apologies for the frustrations he felt, but we are glad we were able to assist this customer We look forward to working with this customer again in the future.Sincerely,Visionworks

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 free.It 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 concerns.Thank you,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 meMy complaint against Vision Works has been resolved
Thank you
***
***

Dear Revdex.com: *** *visited a Visionworks location in Lakewood, CO and requested refunds for his eyewear purchase and his eye exam services. His eyeglass purchase was previously refunded. Additionally *** the GM at the Lakewood location, processed a refund
for his exam services on January 18. He will receive his refund check in 7-business days 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 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 *** *’s dissatisfaction with their service and apologize for his inconvenience. Sincerely, *** *** ***

Complaint: 1***
I am rejecting this response because: I was contacted by the company and we have worked out a deal
Regards,
*** ***

*** *wift's comments are made in such a way that I feel I should not comment on themAgain I am sorry for his trouble and I wish we could have had better outcomes for *** *wift, but I will not pay him $for his "expenses"I have offered to make him new glasses at no charge and the best offer I can make is to give him a free pair of glasses in the future, within year, if he so choosesMy doctors in the *** location have a great reputation and do a great jobI am sorry that they could not make *** *wift happy but it seems that they could not.I have no further offer for this case.Thank you

Dear Revdex.com,Here at Visionworks, we strive to meet or even exceed our customers expectations and satisfaction. Unfortunately, that was not the case for ***. We have been in touch with ***and have offered her our sincerest apologies for the difficulties she experienced at our
store. We offered to mail her what it was she originally had been inquiring about, or even to fax it to the doctor of her choice. She let us know that she had already been able to acquire what she needed for her daughter. At that time, we made sure we had addressed her concerns and apologized again for her experience. We sincerely regret the troubles ***experienced and hope that we have been able to rectify her struggles to her satisfaction. Thank you for alerting us to this customer's dilemma so that we could take care of her. We sincerely regret ***.'s dissatisfaction with our service and apologize for her inconvenience.Sincerely,Visionworks

Dear Revdex.com:
Thank you for contacting us regarding this customer's dilemma with his newly purchased glasses We, here at Visionworks, pride ourselves on our customer service and therefore welcome any opportunity to address concerns We know that every once in a while, complications
do arise, and we do our absolute best to address them one at a time.In this particular case the customer ordered his glasses and was given a promise time We were unable to meet that promise time due to an equipment malfunction and it took longer than anticipated to make and get the newly made glasses to the customer He states that this pair was made incorrectly as he could not see; we sent him back to the doctor to double check the prescription and there was an adjustment made The glasses were ordered again and when these came back, the customer felt the prescription in the lenses was so off he felt as though he were looking through someone else's glasses He has asked that we refund his out of pocket costs and to reinstate his insurance benefitsI have reached out to the Territory Director for this customer's store and she has said that she will definitely be refunding the customer and initiating the reinstatement of the customer's vision insurance benefits She is getting in touch with the store today to make this happen We are unable to speculate how long it will take his insurance company to make those benefits available to him We just ask for the customer to come on in at his convenience to receive his refund and bring in the unwanted eyeglasses with him
Sincerely,
Visionworks

Dear Revdex.com:We would like to begin by expressing our thanks for apprising us of this customer's experience so that we may have the opportunity to address her situation and see what we could do to make her experience with us satisfactory, and above and beyond satisfactory.The customer originally reached
out to you the day after we had rectified her situation and in talking with her, she stated that she wanted to let the Revdex.com know everything had been taken care of Her initial complaint stemmed from a store in New York where she had trouble with the prescription from her first exam and ended up having a second exam performed She felt that after this second exam, when they switched the lenses out, the staff had probably weakened the frames at that time which caused her to have her frames break a while after she moved to another state Luckily, she came into one of our stores in Texas and even though she had not purchased our Eyeglass Protection Program for her glasses, they treated her as though she had and only charged her $to replace her frame When we spoke to her, she expressed that her complaint really stemmed from the first location, and we have reached out to them to let them know about her situation and use the situation as a learning opportunity She did state however that she was satisfied with our resolution and happy with how we fixedher problem at the Texas location.As far as what the customer has told us, all is well We are so glad we were able to assist her and that her experience ended up positive We look forward to working with her in the future. 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, At Visionworks we pride ourselves in providing excellent customer service and thank you for every opportunity to address the concerns of our customers After reviewing the complaint on behalf of *** * *** I contacted the Territory Director for the location where Ms***
visited Mr *** ***i (Territory Director) advised that the glasses were remade at no charge to the patient We thank you once again for the opportunity to rectify the situation for Ms***
Sincerely,
Visionworks

Dear Revdex.com:We would like to
thank you for extending our initial response to this customerPlease note that the customers
response is accurate and we do apologize for this oversightWhen accessing the
customer’s purchase records from home office it denotes the customer record as
“remake” which is generally performed at no costIn this case the customer did
incur a cost which is the difference in charge going from a single vision
pair of glasses to a multifocal (bifocal/progressive)It is unfortunate that
the term language barrier was usedPurchasing glasses and dealing with the
complexities and myriad of choices involved can be conducive to
misunderstandings, both by a customer and in this case store eyewear
specialistsWe are thankful that he was able to reach a resolution with the
store locationIf any further issues arrive, our Customer Service Department
is more than willing to assist her and act as a liaison between him and the
store if the Store Manager is unable to provide complete satisfactionOur
customer service contact information is 800-669-Again, we would like to express our sincerest
apologies to this customer and look forward to assisting him in the future at a
time of his choosingSincerely,
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,
*** ***

Thank you for bringing the additional concerns of this customer to us so that we may have the opportunity to clear up any confusionWhen our Territory Director for that area attempted to contact her by phone around mid December in order to explain the difference and the additional savings she was given using the number we have on file for her at the store she asked how we had her number and she hung up on him We are sympathetic to her feeling that she did not receive the promotion that she wanted; however, she actually received a better promotion and saved more money with that promotion We have tried to explain the breakdown of charges to her via General Manager of the store she visited, but had trouble helping her to understand At this point, she has saved more money than if she had used the BOGO offer she wanted, so there is not much more that we can do The breakdown is as follows: First Pair - $ Second Pair $514.93, BOGO offer would be $plus $exam fee for total of $ First Pair - $ Second Pair - $receiving 50% off each pair equals out to $plus $exam fee for total of $ This means she saved $54.99, all of which was explained in the store and through our last response Her main complaint stems from the difference in offers and we have done everything we could to explain that she received even better than the offer she wanted We'd also like to take the time to address her brief mention of her insurance, medicaid/medicare We only accept Medicare if it is within one year of having received cataract surgery and we only accept certain types of Medicaid Our staff is very knowledgeable with regards to the situations in which we would be allowed to accept Medicaid/Medicare As we have demonstrated, we have done everything we can do to help our customer understand and hope this further explanation shows our attentiveness and concern for the customer and their situation

Dear Revdex.com, I thank you for apprising us about the complaint on behalf of our customer, Ms*** ***. Ms*** is correct in the timeline of the details she provided. Upon further investigation, it has been determined that a check was in fact sent to the insurance (BCBS) for a
refund in the amount of $290.00. The check was cashed by BCBS on 9/18/2017. At this point, we have been in contact with BCBS and I have been informed that they (BCBS) are working to provide a refund check directly to the customer rather than resending to Visionworks. Ms*** has been contacted to provide these details to her. Once again, we want to thank you for bringing this matter to our attention and want to apologize to Ms*** for all the trouble experienced. As always, at Visionworks we appreciate and welcome every opportunity to better serve our customers Thank you, Visionworks

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

Revdex.com:
Thanks so much for your assistance in this matter. I did received second pair of glasses in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

We would like to start by extending our thanks to the Revdex.com for apprising of this customer’s experience at one of our locationsWe have learned from this customer’s situation and have made changes based on this feedbackExcellent customer service is our number goal; we believe that everything
we do at Visionworks begins and ends with the customerTherefore, it is of the utmost importance that we resolve matters such as these to the satisfaction of the customer.In this customer’s particular case, she states that she had a less than satisfactory experience at one of our locations when repairing glasses for her sonHer statement details miscommunications on the part of the staff at the store, failure to review her insurance policy with regards to repairs, and overall less than stellar customer service.We are pleased to let you know that we have reached out to the customer and address her concernsWe have had staff changes at the location she had visited, but we have gone ahead and moved her and her family to another location to ensure that she is taken care of properlyAdditionally, we have extended to the customer a gift card to use on her next purchase with usWhen we spoke with the customer, she expressed that she was very happy with this resolution and will visit us again for her family’s eyewear needs.We are so thankful we were able to address the concerns of this customer, make some changes for the better, and are now able to better serve her and her familyThis has always been and will always remain our number one goal- to serve our customers.Sincerely,
Visionworks

Complaint: ***
I am rejecting this response because: This respondent is reporting partial truths.Yes, I have never accepted the response from Vision Works. The refund alleged to have been made was not for the glasses. It was a meager amount for an overcharge on an eye exam. Yet their response leads one to believe that they refunded payment for the glasses, in this case, the redundant charge for two lenses.Second, the respondent claims that they have a multitude of one eyed patients. Whether they be pirates or whatever, none of their advertising is informative as to the charge for multiple lenses. Typically, when one purchases glasses, the charge is for lenses in both eyes. This is the practice at other retailers such as Sears, For Eyes, etc. It is absurd to condone the charge claiming that this respondent deals with an extensive number of one-eyed patients. Perhaps this respondent would like to give us more details on exactly the number of clients who purchased just one lens and the number who purchased two lenses, right and left eye.As far as a successful resolution to this issue it would be fair that both my wife and I receive a refund for the charge of a second lens. The marketing by this respondent is deceptive and takes unfair advantage of individuals by failing to specify that its advertised charges are for only one lens
Regards,
*** ***