Visionworks of America, Inc.

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 customers.Sincerely,Visionworks

Complaint: ***
I am rejecting this response because:
The response received by the office is incorrectThey were made aware several times that we have insurancesWe were specifically asked to fill out TWO customer forms, one for each insurance, we were shown frames that VSP would cover for glasses, and we discussed how VSP covers transition lenses as the reason that we would be ordering glasses through VSP and contacts through ***We also provided the office with the benefits information for both insurances while we were thereWhile speaking with the General Manager, she showed both customer forms, one for each insurance.
Additionally, the General Manager asked for the contact back from my husbandKeep in mind these contacts were in his eyes! Also, we expected a longer appointment time given the time of year, but most of the time was spent waiting for the General manager and speaking with the associates about the insurance coverage.
It is stated that the contact portion of the exam was refundedWe were refunded the $fee, but as per our insurance, the fee should never have been more than $in the first placeWe were fine paying the $copay, which we expected due to being well informed of our insurance benefitsThe insurances covered exams for both contacts and glassesBefore leaving, we were also asked if we wanted to order the frames with VSP and decide later about the contacts with ***.
The issue is not that we did not give both insurance information, the issue is that we were misinformed, but the associates, that you carry contacts covered by *** visionWe would never have made that appointment if we had been correctly informedThis is why we went in person and in advance to fill out the paperwork and discuss the covered benefits.
Regards,
*** ***

Dear Revdex.com: Here at Visionworks, we feel excellent customer service is the key to long lasting relationships with our customers We strive to make sure they have a positive experience throughout their time with us, in the store and when they get home with their eye wear We
understand that complications do arise and we do our very best to address and rectify situations where needed In this particular case, the customer wrote to you regarding a situation with the eye wear for her young child Since learning of her concerns we have attempted to contact her so that we may discuss, look into the facts of the case for her child, and do what we can to resolve her issue Unfortunately, we have been unable to get in touch with this customer; therefore, we have been unable to (without her child's information) look into the child's file and determine the many facets of the examination We have called the phone number provided and when there was no answer, left a message We then attempted contact again and while someone did answer the phone, they explained that the customer would call us back and so we left a message again with our phone number As of today, we still have not hear back from the customer We would very much enjoy the opportunity to discuss her child's situation with her and resolve her concerns, but are unable to do so with out being able to speak to the customer Please let the customer know that she is more than welcome to return our calls and go over her child's situation so that we can gain a clear understanding of the child's needs and what will be the best course of action for the child.Sincerely,Visionworks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to meFrom:
""> [redacted] Sent: Sunday, January 11, 1:PMTo: info
The company has contacted me to replace the lenses
Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me
From:
""> [redacted] Sent: [redacted]To: infoSubject: Re: Revdex.com - You have a New Message from Revdex.com Regarding Complaint #[redacted]
This matter had been resolvedThx for your assistance.
Regards,
[redacted]

Complaint: [redacted]
 
I am rejecting this response because: I did not receive any type of voucher for FREE glasses also only $39 was refunded and I believe I had spent more then that in their store! When I called the following day no one had any documentation about this email when seeking the free pair of glasses VERY unorganized and unprofessional hard to believe they send out emails and no nothing about them when you call. 
Regards,
[redacted]

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 4 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

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 $50.00 when she picked up her prescription. The 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 pending. We 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 $50 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

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

Dear Revdex.com, Thank you for uprising us on the complaint made on behalf of our customer Mr. [redacted]. The details of Mr. [redacted] statement of the problem have been reviewed.  The territory director has made attempts to contact Mr. [redacted] so that a resolution can be made....

 Unfortunately, two messages have been left and the store is still waiting for a call back from Mr. [redacted]  The store has promised to give Mr. [redacted] a few extra sets of contact lenses at no charge.  As always, Visionworks is committed to providing great customer service and welcomes each opportunity to better serve our customers.  We hope that Mr. [redacted] will contact the store soon so that we may resolve this.   Kind Regards,Visionworks

Dear Revdex.com,I thank you for uprising us of the complaint submitted on behalf of our customer [redacted].  At Visionworks, we take pride in providing great customer service and welcome every opportunity to better serve our customers.  After reviewing the details of the complaint, the GM of the...

store informed me that all information has been submitted for the refund check.  Unfortunately, refund checks can take up to 30 days.  At this time, we are working diligently to try to expedite the refund process and get a check promptly to Tracy.  We want to take this time to apologize to Tracy for any inconvenience this has caused and are grateful for the opportunity to rectify this situation.  Thank you,Visionworks

Dear Revdex.com:Thank you for your patience in waiting for a response to this case.  Unfortunately, despite repeated efforts by the Territory Director for this store, we have been unable to discuss the issues raised in this case with the customer.  He has been out of town frequently and unable to...

discuss the case he filed with the Revdex.com.  Our Territory Director is waiting for this customer to have time to discuss the case with plans to resolve the case.  Please let the customer know that she is waiting for his call and is willing and able to assist with his concerns.Thank you,Visionworks

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 12/18/15 in the amount of $454.93.  Additionally, we have issued refunds for exam services, both on 1/18/16 in the amounts of $35.00 and $49.98.  It does take 7-14 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 5 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 2 weeks, we welcome him to contact us and we will look into it further.  I have attached copies of each of the 3 transactions indicating the refunds and their dates of issuance.  We trust this clears up any confusion or questions the customer had.Sincerely,Visionworks

Complaint: [redacted]
I am rejecting this response because: As of Aug 16 the company states they refunded me in which they did not I showed a picture of what was refunded and there was never anything sent to me in regards to the free pair of glasses I did speak with someone from the company! They call during my work hours when I called the company back they were unable to assist me! Visionworks need to get their ducks in a row and stop stating untrue statements as to not being able to contact me I wouldn't have to notify the Revdex.com if they were responsive! 
Regards,
[redacted]

Dear Revdex.com,I thank you once again for bringing this to our attention.  It seems a day after this complaint was posted, Mr. [redacted]'s glasses were remade for him by the GM Anthony at the store.  As always Visionworks takes great pride and welcomes any opportunity to better serve our customers.  We want to apologize once again to Mr. [redacted] and appreciate the opportunity to rectify the situation and better serve him as our customer. Thank you,Visionworks

To Whom It May Concern: My name is [redacted] (General Manager) and I work for Visionworks, in Mechanicsburg, PA. We recently received a complaint, ID [redacted]7, from a patient. Her name is [redacted] I have since called and left her 3 messages asking her to return my calls and to speak with me....

I called twice on 12/16/15 at approximately 11:00 AM and 12:30 PM. Then I called again on 12/19/15 at approximately 12:52 PM. She still has yet to return my phone calls. I have since refunded her the $45 dollars for the eye exam and stated that in the voicemails that I left on the number that was provided to me. I now consider this issue to be closed. If there is anything else I need to do please feel free to contact me directly. Sincerely,[redacted] General Manager Visionworks [redacted] T: [redacted] F: 717-697-2053

Dear Revdex.com, I thank you for bringing our customer [redacted] complaint to our attention.  After reviewing the details of the complaint, I have been informed by the store where Ms. [redacted] visited that we will be issuing a refund of what was paid and the insurance portion will be returned...

to the insurance company.  Ms. [redacted] was satisfied with the resolution.  At Visionworks, we pride ourselves in providing the best customer service and appreciate and welcome every opportunity to better serve our customers.  Kind Regards, Visionworks

Dear Revdex.com,Thank you for contacting us regarding this complaint. As always, we pride ourselves on our customer service and welcome every opportunity at Visionworks to better serve our customer.In this case, after reviewing the complaint by the Territory Director for the store, she has advised that a...

refund check was mailed to Ms [redacted] on Friday 8/12/16.  The Territory Director did leave a voice message for Ms [redacted] apologizing for the situation and also to give her cel phone #. She still has not received a return call from Ms [redacted] but is going to continue to try to contact her again.We would like to express our sincerest apologies for the situation to Ms [redacted] and are thankful to have been able to rectify the situation so quickly.  Sincerely,Vsionworks

Dear Revdex.com:Thank you for apprising us of this customer's situation so that we may have the opportunity to address her issue.  In this case, the customer states that over a year ago she purchased eyewear from us and approximately 6-8 months ago, a coating on the temple of the frame started wearing...

off.  She says this caused a rash to the side of her face and that she subsequently could no longer wear her glasses.  Her desired resolution was to replace her frame.We are pleased to report to you that the Territory Director for this customer's store location reached out to her and her husband to discuss the situation.  After this discussion, it was decided to replace the frame for the customer at no additional charge.  Because it has been more than a year since her last prescription, she understands that she needs to bring a new prescription with her when she comes in for the new frame.  The customer expressed satisfaction with this resolution and will come in to have another exam done and pick the new frame soon.We are glad to have been able to resolve this situation to the customer's satisfaction and look forward to serving her and her family in the future.Sincerely,Visionworks

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