Visionworks of America, Inc.

Dear Revdex.com:Thank you for apprising us of this customer's difficulties.  We appreciate every opportunity to address customer issues and make them right.  In this case, the customer's lenses were edged incorrectly and did in fact need to be redone as the customer states in her complaint....

 These lenses are not done in the store, but at a separate lab and had to be ordered from a different location.  The store did speak to the customer regarding the glasses and she requested the store hold on to the glasses until she spoke to customer service.  She did speak to them, and the TD responded that her glasses were ready for her to pick up at her convenience.  The TD also authorized a full refund on her order.  The customer came in to the store on 3/31/16 (we did not receive notice of this case until 4/5) and picked up her glasses and the full refund.  She now has her glasses, which she can see out of with no issues and a full refund of her purchase.  We are glad we were able to assist this customer and get her glasses to her as soon as we were able.  We look forward to serving her in the future.Sincerely,Visionworks

We have received your recent inquiry regarding our member Christopher [redacted]. We trust the following information will address our member's recent inquiry.Davis Vision administers routine vision care coverage for Independence Blue Cross, which is the medical health insurer that [redacted]...

purchased his vision benefit.As we understand our member's complaint, he submitted a claim for contact lenses that he purchased on March 8, 2016 and received a reimbursement check in the amount of $60; however, he was expecting reimbursement of $75. Upon receiving the reimbursement check, Mr. [redacted] contacted Davis Vision's Customer Service Department on several occasions and requested that he receive the additional $15, since he had purchased disposable contact lenses. Ultimately, Mr. [redacted] was upset with the amount of time it was taking to process the additional reimbursement.Our investigation has confirmed that Mr. [redacted] was entitled to an additional reimbursement of $15, and this amount was processed prior to receiving this inquiry and is scheduled to be mailed on June 14, 2016.We thank Mr. [redacted] for voicing his concerns about his experience when using his vision benefit. His experience will be internally shared for the purposes of training.if you have any questions or require further assistance, please feel free to contact me via telephone at 1-888-343-3470, extension [redacted] or in writing at Davis Vision, Inc., Attn: Complaints and Appeals Department, P:O. Box 791, Latham, NY 12110.Sincerely,[redacted]Compliance Reviewer, Complaints & Appeals Department

Dear Revdex.com, I thank you for making us aware of the complaint on behalf of our customer [redacted].  At Visionworks, it is always our commitment to provide only the best of customer service.  On May 10,2017 the customer had another exam done and new contacts and eye wear were ordered....

 The customer was happy with the outcome.  I thank you once again for bringing this to our attention and allowing us the opportunity to rectify the situation for our customer and want to apologize to our customer for any inconvenience.  Sincerely,Visionworks

Dear Revdex.com,  I thank you for uprising us of the complaint made on behalf of our customer [redacted].  I've received communication from the store [redacted] visited that a corporate check has been requested and the upgrade cost to get thinner lenses has been waived.  At...

[redacted], we strive to provide superb customer satisfaction.  We continue to welcome each and every opportunity to better serve our customer.  We want to take this time to apologize to [redacted] and appreciate the opportunity to rectify the situation. Thank you,[redacted]

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 !!!! This is common practice from all the complaints I have read here at the Revdex.com.    1st off with regards to a phone call, if someone calls my unlisted number and DOES NOT say they are calling from some place I recognize, I will hang up.  As for the store explaining anything, no they did not, except to say the BOGO was no loner available, and that the 50% off would be better.  I was told that medicare/Medicaid was not accepted.  I have never heard of "certain types" of Medicaid.  Needless to say, I will NEVER use this company again, I will be using Lens Crafter, at least they have always stood behind their advertisements and not change in midstream.  This is NOT SATISFACTORY TO ME, I STILL FEEL I WAS CHEATED, BUT AT THIS POINT THEY CAN SHOVE THEIR BUSINESS,.
Regards,
[redacted]

Dear Revdex.com:We appreciate the Revdex.com apprising us of this customer’s concerns and allowing us the opportunity to look into the matter and respond.  We are committed to providing our customer’s excellent customer service and appreciate any occasion where we can learn and grow from a customer’s...

experience in our store.In this customer’s case, it was stated that the customer purchased a pair of glasses from one of our locations. When the customer took the glasses home, he soon realized he could not read with the glasses. The customer then states that when he went back to the store to explain his situation the associate wasn’t very helpful.Since learning of this customer’s issue, we have contacted to the customer and apologized profusely for the misunderstanding. It seems there may have been a language barrier which may have caused the confusion. We are happy to report that we have ordered replacement lenses for the customer at no charge which should arrive at the end of this coming week.We would like to extend our sincerest apologies for the issue having not been taken care of sooner.  We hope the replacement lenses at no cost will bolster the customer’s confidence in us and our dedication to providing our customers dependable and trustworthy service.  We look forward to serving him in the future.  Sincerely,Visionworks

Dear Revdex.com:Thank you for apprising us of the concerns this customer has regarding her current and 2013 prescriptions.  We are very apologetic if the customer feels they have received less than exemplary service; we always want to provide our customers with the absolute best service possible....

 With that being said, the top issue in this customer's case presented to the Revdex.com concerns prescriptions received from doctors who are not employed by Visionworks.  The information given to the customer regarding the work order she requested is accurate; a work order for glasses is not a prescription nor is it a medical record; and therefore cannot be provided to the customer.  A work order is an internal document used to have her glasses manufactured to the prescription she provided to us from an outside source.  We keep these prescriptions, information is used from the prescription and the actual prescription is then returned to the customer on the same day the glasses are ordered.  Additionally, as the customer stated in her case, we have given her a full and complete refund for the glasses made according to the prescription she gave us from the outside doctor.  To obtain the customer's older prescriptions, or medical records, the customer must get in touch with the prescribing doctor.  The doctor in Florida is not an employee of Visionworks; therefore, we do not have access to those medical records.  In conclusion, we thank you for reaching out to us and allowing us to respond to the concerns of this customer.  We are certain we have been able to clear up any confusion here.Sincerely,Visionworks

Dear Revdex.com, I thank you for uprising us of the complaint on behalf of [redacted].  At [redacted], we take pride in always providing the best of customer service and appreciate any opportunity to ensuring our customer's full satisfaction.  The store has addressed the issue with [redacted] and is...

providing a refund as requested. Once again, we want to thank you for the opportunity to rectify the situation for our customer and sincerely apologize to [redacted] for any inconvenience endured. Thank you, [redacted]

Complaint: [redacted]
I am rejecting this response because: I made a appointment but insurance still not covered because they didn't reinstate we have a appointment tomorrow but...
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The response received by the office is incorrect. They were made aware several times that we have 2 insurances. We 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 [redacted]. We also provided the office with the benefits information for both insurances while we were there. While 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 husband. Keep 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 refunded. We were refunded the $48 fee, but as per our insurance, the fee should never have been more than $10 in the first place. We were fine paying the $10 copay, which we expected due to being well informed of our insurance benefits. The insurances covered exams for both contacts and glasses. Before leaving, we were also asked if we wanted to order the frames with VSP and decide later about the contacts with [redacted]. 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 [redacted] vision. We would never have made that appointment if we had been correctly informed. This is why we went in person and in advance to fill out the paperwork and discuss the covered benefits. 
Regards,
[redacted]

Dear Revdex.com, I thank you for uprising us of the complaint case open on behalf of our customer [redacted].  After reviewing the details of the complaint, I was informed by the store that Ms. [redacted] would be issued a full refund.  At Visionworks, it is our focus to provide superb...

customer service.  I want to take this time to apologize to Ms. [redacted] for any inconvenience.  Thank you once again for bringing this to our attention and allowing us the opportunity to rectify the situation for Ms. [redacted].Thank you, Visionworks

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 [redacted] I contacted the Territory Director for the location where Ms. [redacted]...

visited.  Mr [redacted]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. [redacted].   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 9/5/14.  She came back to us on 3/14/15 for a contact lenses exam and trials were ordered for her.  On 3/21/15 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 4/30/2015.  She purchased a 90 day supply of dailies and 60 day supply of 2 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 12/31/15 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 90 day supply of her daily disposable contacts (she stated she was allergic to the two week disposables).  The patient was satisfied with this outcome.Sincerely,Visionworks

Dear Revdex.com, I thank you for informing us about the rejection to our response on behalf of Ms. [redacted].  We wanted to notify you that the area manager for the store has made attempts to contact Ms. [redacted] leaving 2 voice mails on 2 separate occasions.  As always, At Visionworks we are committed to providing only the best of customer service and would like the opportunity to address and rectify the situation for Ms. [redacted].  Would you please inform Ms. [redacted] to contact us at her earliest convenience so that we may resolve this for her. Thank you, Visionworks

Dear Revdex.com:Thank you for apprising us of this customer's additional concerns.  The customer called back after receiving her complimentary 90 day supply of contact lenses.  Her left contact lens brand (Focus Dailies Toris) are discontinued by Alcon and replaced by Aquacomfort Dailies Toric.  She expressed that she was unhappy about this change and was concerned this might affect her comfort and vision (the base curve and cylinder power were adjusted to the new replaced brand).  She has asked for a refund for her out of pocket expense of $226.68, stating that it would have been covered by her insurance if the lenses were approved as medically necessary.  She was offered a set of trial lenses in the new brand to try first, but she declined.  We have asked that the GM at her location issue the customer a refund after she returns the complimentary boxes of contacts.  As you can see we have done all we could to accommodate this customer and are certain this latest attempt and resolution is satisfactory to the Revdex.com.Sincerely,Visionworks

Dear Revdex.com:[redacted] was examined at the Superstition Springs Visionworks in July 2014, and contact lens were prescribed that were appropriate for her refraction.  She reported that her vision then proceededto change over the next several months, between that visit and a...

subsequent December 2014 visit at a local LASIK center.Once we were notified by the Revdex.com that [redacted] filed a complaint, [redacted] saw her for a no-charge consultation on January 16, 2015 at the Superstition Springs Visionworks.  After the examination, [redacted] and [redacted] together formulated a course of action that was agreeable to [redacted]  Additionally, her insurance benefits were reinstated.Thank you for alerting us to this customer’s dilemma so that we could take care of her.  We work very hard to meet or exceed our patient's and customer's 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 [redacted]’s dissatisfaction with our service and apologize for her inconvenience.  Sincerely,[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. However, I spoke to a representative by the name of [redacted] yesterday and she informed me that they have requested the insurance company send the refund directly to me, but this can not be guaranteed.  
Regards,
[redacted]

Complaint: [redacted]
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, 2015 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,
[redacted]

Complaint: [redacted]
I am rejecting this response because: 1) Dec 8 to Feb 1 - any way you count it that's more than 30 days, even counting the holidays. 2) Visionworks has repeatedly changed the timeline: 1-2 weeks, by the first week of Jan, Jan 20 and now the end of Jan or first week of Feb. I am impatiently waiting for Feb 9, the end of the first week of Feb, hoping for the refund, but fully expecting yet another excuse and timeline.
Regards,
[redacted]