Visionworks of America

We would like to thank you for bringing this customer’s concerns to our attention giving us the opportunity to address them and come to a satisfactory resolutionUnfortunately, there are complications that arise unexpectedly and when they do, we try to work them out to the best of our abilities one at a time.It is our understanding that this customer came to us for an exam and glasses; additionally, this customer had insuranceAfter having an exam done and picking out his glasses, he was charged co-pay fees for the exam and for the glasses totaling $He informed the staff that he should not have any co-pay fees and was then told that we were an out of network providerThe customer’s desired resolution was a refund of the $he paid in fees for his exam and glasses.Since first learning of this case brought to the Revdex.com, we have tried to reach out to the customer at the time of the initial filing as well as in these recent weeksUnfortunately, we have been unsuccessful in contacting himWe would like to discuss this unfortunate situation as well as refund the $35.Due to our inability to get in touch with this customer, we ask that you please extend our sincerest apologies for this lack of communication on the part of our associateWe know that training is the key to keeping our associates informed as to the insurances we offer and their plan detailsWe hope that the customer will reach back out to us so that we can discuss this matter.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 ** [redacted] from Visionworks did call me and was understanding of my situation and presented me with options that are satisfactory It is still too early to say that I am satisfied as I have not received my glasses as of yet Regards, [redacted]

I went to Visionworks for an eye exam for both contacts and glasses which is covered percent by my insurance company with no copay When I booked my appointment I verified with the person on the phone that the exam would be 100% covered by my insurance companyWhile checking in at the doctor's office reception desk I asked again if the exam would be covered 100% by my insurance which the woman confirmed I did agree to an additional test that would not be covered and would cost me $out of pocketUpon checkout I was told I owed $for the exam When I repeated what I just wrote above I was told that I was given wrong information and they insisted I payThey said that there was a fee for the exam for the type of contacts I was fitted for I told them that no one said the cost would depend on the "type" of contacts I am fitted forI did not request special contacts and I have been wearing these same kind of contacts for years and never had to pay a fee for the examI insisted I should not have to pay because their own doctor's receptionist that signed me in at the doctor's office confirmed it was free and never mentioned a possible fee for the contact examI was now told this woman was actually a sales person and that the person on the phone when I made the appointment was also a salesperson, (even though they never asked me who I spoke with), and that they had no business telling me that the exam was freeThe woman insisted I pay for the exam even after the woman who checked me in told her that she did indeed tell me the exam was freeI asked to speak to a managerThe manager was just returning from lunch and instead of talking to him in front of me the woman went in the back room and had a private conversationThe manager walked over to me with an attitude and told me I had to pay before I could even explain what was happeningHe turned out to be extremely rude, unprofessional and literally laughed in my face and said I had to pay the fee regardless of what I was told by of his employeesI tried to explain my position and I told him to it wasn't right for him to laugh at meHe laughed again even though I was now cryingI asked to talk with the eye Doctor who performed the exam While I was trying to explain the situation the Manager, who I believe was named Renae S***, continued to smirk and laugh at me in a condescending manner The manager was a man with dark hair The doctor was Dr S*The manager repeatedly laughed at me and told me he would not give me the prescriptions because I wouldn't payDrS [redacted] told me he was sorry but he had nothing to do with the payment portion of the visitThe doctor also told the manager to stop laughing at me but the manager continued to smirk at me with an attitudeThey did not call my insurance company to verify that there should be no copay and refused to give me the prescriptions unless I payI left crying and extremely upset and the manager continued to be arrogant I immediately called my insurance company who said that there should have been no copay and it was covered 100% and that they would contact the business regarding my visit and the way I was treated So now I have wasted my Saturday morning and still have no prescription for eye examI am furious in the manner in which I was treated and want this to be on the manager's record

Good Afternoon,I just wanted to follow up on this case We have received further information from the customer and have determined that he did in fact visit one of our stores; in another state but he was at one of our stores We still cannot figure out why we couldn’t find him In finally finding which of our stores he visited we discovered what happened in his case The customer asked about the contacts and was quoted a certain price When the customer’s order was then put into our computer system, a different price came up At the time of the price difference, a GM was not called and the store was not called after the customer left We regret that the associate did not fix this when it first occurred and wish our GM had known of the issue at the time; if the GM had been informed we would definitely have taken care of it right then and there We are refunding the customer’s credit card the difference in the price and our GM is reaching out to the customer to apologize for the inconvenience.Please let me know if you need anything further from us Also, can you please let us know who our point of contact is going forward?Kind Regards, [redacted] ***Store Operations AssociateVisionworks of America, IncEast Houston Street, San Antonio, TX 78205Office: Fax: 210.524.6784Hello, Our company received the below complaint filed by consumer [redacted] Unfortunately, we are unable to find this consumer in our system Our Territory Director has reached out to all the stores in surrounding area and in individual location’s computer systems and cannot locate the transaction or the customer for that matter We do not believe this customer made his purchase with us and ask that you discuss with the customer Also, I have noticed that the Revdex.com complaints no longer have [redacted] name attached at the bottom, but a [redacted] is signing all of our recent cases Has our dispute resolution specialist been changed to a new contact Please advise if we need to update our informationThank you, Aimee CBrake Store Operations Associate Visionworks of America, IncEast Houston Street, San Antonio, TX Office: Fax: [email protected] www.visionworks.com [email protected]

Complaint: [redacted] I am rejecting this response because: I have left messages and nobody has responded to me at all Im very upset been on the phone for over hour with one of your reps trying to find the numberHe stated he would call me back and that has not happenI had spent alot of time going back and forth and not happy at all Regards, [redacted] ***

Dear Revdex.com: Thank you for apprising us of this customer's concerns with his eye wear We are committed to making sure our customer's are satisfied and happy with their purchase and we enjoy any opportunity to assist our customers further if neededIn this particular case, at the time of his purchase, the customer used an insurance plan that allowed him a $allowance towards his exam, service, and eye wear When the customer was ordering his eye wear, lens options were reviewed with the customer The associate assisting him on this day advised him as to the total cost of keeping him in the same products that he already had The customer made the decision not to add non-glare or transitions due to the upgraded price, even though he had been wearing transitions for years The glasses he received are exactly what he ordered on July Given the customer is not satisfied with the purchase he made, we have options which resolve his current concerns 1, he can take advantage of our day money back guarantee and return the glasses for a full refund 2, we can add transitions to his polycarbonate progressive lenses for an additional $ Or 3, we can make him a plastic transition progressive pair for an additional $The general manager at this location has spoken to the customer and gone over the options available to him The customer advised our GM that he would think over the options available to him and call back with his decision We are glad we were able to provide him with a few different options to resolve his issue and look forward to continuing to work with himSincerely, Visionworks

We appreciate you bringing us this customer’s concernsExcellent customer service is one of those attributes that we pride ourselves in displaying at all timesUnfortunately for this customer, the customer service was lacking in this particular instance and was something we have addressed.We were able to resolve this customer’s issue with the broken glasses at another store and she was to our knowledge satisfied with that outcomeWith regards to the customer service issue she experienced, that has been addressed as well internally.While it has been some time since this issue occurred and was resolved, we would like to extend our sincerest apologies to this customer for her experience and would like to let her know that this will not be a problem again in the futureWe look forward to assisting her and her family in the future.Sincerely, Visionworks

Dear Revdex.com, Here at DirectVisionworks we take pride in providing excellent customer service and appreciate the opportunity to resolve any customer issues Our [redacted] or Ms [redacted] contacted Mr [redacted] and informed him that not all lens combinations can be made with the processing limitations and pass our strict quality standards for optics His Rx was right on the edge of that processing ability We tried but the job failed to pass and could not be done.Our General Manager [redacted] explained this to Mr [redacted] after the refund was requestedMs [redacted] has offered to make the glasses in a different combination, at a discount We value all of our customers and endeavor to make them not only a pair of glasses, but a quality pair that is optically superior Please contact me if you have any questions Thank You [redacted] ***

Revdex.com: We understand the customer's frustrations given what she says as to the nature of the prescription, and we truly wish we could assist her further in acquiring her prescription Unfortunately, this customer did not see a doctor employed by Visionworks and we absolutely do not ever keep copies of customer's prescriptions The customer must get in touch with the doctor who gave her the prescription to retreive a copy of that prescription We understand she is also asking for the work order, an order we use only to manufacture her glasses This work order is not a legal prescription and would not be accepted at any licensed establishment I have been in touch with the General Manger at the Visionworks location this customer visited in 2013, he is more than willing to talk with her further if she would like He was even able to tell me the doctor's last name, Dr [redacted] , but there is no further information Our general manager did also confirm that she is correct, her prescription does not expire until 2018; however, as mentioned earlier in this response, we do not keep copies of customer's prescriptions We really do want to assist this customer and recommend she reach out to the General Manager at the location in Florida Sincerely, Visionworks

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: We would like to extend our sincerest apologies if this customer feels that we have been anything less than understanding and helpful with regards to this customer's situation with his sunglasses; we certainly do not want any of our customers to feel that we simply do not care On the contrary we absolutely do understand, care and empathize with his concerns, and very much want to help this customer The simple fact of the matter is, the glasses in question are years old There is not a single frame that has a warranty that lasts that long and we do not have the capability to fix the glasses to their original state We have, as an alternative, offered to search for the same exact frame and discount that frame for the customer; it must be the exact frame in order to save his lenses, as lenses are cut to fit their specific frame and are not interchangeable If the same exact frame is not available the only other option is a new pair of glasses By law we are required to have a new prescription to make new lenses which are more than year old; that is not our policy but a legal requirement If we cannot find the original frame, and this is the only option left, we do have many options to choose from to get the very best price available for that new complete pair We understand and empathize with the frustration this customer feels at our inability to accommodate in the exact way he would prefer, however, we have offered alternatives and will stick to those alternatives if he is willing to work with us We have done everything in our power to assist and resolve his concerns, even going so far as to temporarily repair the current pair of glasses in the only way we can so that he could use them until he decided which alternative would better suit himAgain, we are more than willing to help, and have outlined all possible options available to this customer given the age of the glasses in question We welcome him to come back to the store and work with us to find him the absolute best option available to resolve his situation Sincerly, 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 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]

Revdex.com: After several rounds of misinformation and miscommunication, I feel that Visionworks made a satisfactory good faith effort to resolve my complaint and to honor my request As of this date, for now, I am satisfied with their service [redacted] ***

Dear Revdex.com:We would like to start by thanking the Revdex.com for bringing to our attention the concerns of this customer We, here at Visionworks, are committed to providing excellent customer service and appreciate the opportunity to resolve any customer issues.It is our understanding that this customer feels that she was wrongfully charged for lenses that her insurance provider normally covered.We understand this customer’s frustration and we apologize for the misunderstandingThe customer’s benefits have been reinstated and the associate involved has also been coached.Again, thank you for giving us the opportunity to address the concerns of this customer.Sincerely,Visionworks

Dear Revdex.com: [redacted] *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 [redacted] the GM at the Lakewood location, processed a refund for his exam services on January 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 [redacted] *’s dissatisfaction with their service and apologize for his inconvenience Sincerely, [redacted] ***

Revdex.com:I went to Tysons Visionworks twice, in Saturday afternoon and just nowFinally they found out how to make the refundI think this is the easiest way nowIf I accept their trial lens, I have to go back for fitting for a couple more times -- could not afford the timeI 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] ***

Complaint: [redacted] 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 insuranceAdditionally, 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 coverageIt 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 [redacted] 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, [redacted] ***

Revdex.com: Hello, yes I will accept the business's offer, However, they stated in their response that they had been in contact with me, the customer when in fact they have notBut if they would like to contact me that would be great 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 apprising us of this customer's additional concerns The customer called back after receiving her complimentary 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.comSincerely, Visionworks

Dear Revdex.com, I thank you for uprising us of the complaint on behalf of Mr [redacted] After reviewing the details of the complaint and sending to the Territory Director and the GM of the store, the GM has made several attempts to contact Mr [redacted] Mr [redacted] did pick up the glasses a day after the complaint was filed At Visionworks, it is our goal to provide the best of customer service We do apologize to Mr [redacted] for any inconvenience caused and hope that he contacts the store so that this may be addressed I thank you once again for bringing this to our attention and allowing us to better serve our customersKind Regards,Visionworks