Wisconsin Vision, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Part of the issue was that they never sent me detail until now I just received balance statements I cannot run a balance statement through a flex spending acvount, I must submit a detailed bill Additionally, the response did not address the defective product
Regards,
*** ***

Patient ordered glasses 5/25/2013. Invoice retail total $808.00. At the time of service the patient paid $out of pocket for items we knew the insurance wouldn’t consider payment towards. The remaining items that are considered for payment from both Insurances were sent to the
Coverage Providers. $was sent to the Primary Coverage of which we received $105, 6/17/2013. The remaining $was sent to the Secondary Insurance We then received payment of $144.95, 8/22/2013. At that point the patient would have started to receive bills for a balance of $He received a statement the end of August, followed by a letter the end of September, and a final notice the end of OctoberOn 11/04/2013, The patient had contacted the Insurance Carrier regarding chargesThe insurance carrier contacted our billing department to review charges. At that time we realized that some of the items that were initially paid for did not get the Insurance discount. We then credited $towards the unpaid balance. Leaving a balance of $due, patient did not pay.The account was then sent to a Third Party “First Stage” Collection agency 11/30/2013. The patient received weeks of a continual correspondence of the balance, via phone calls and mail. The balance remained unpaid1/27/2014, the account was sent to Collections and a $Collection Fee was added to the balance owed for a total of $120.35. I am not certain why the Bureaus list it at $127, other than perhaps they may have fee’s after amount of time.The balance of $is owed to Wisconsin Vision, once paid we can update the Collection Agencies that the account is closed and paid. Let me know if you have any further questions. Best, ***

Thank you for forwarding this information to us. We did an internal audit to determine what may have happened with Mr. [redacted] glasses.It was determined the 3 year old pair of glasses did not have any warranty at all and when the glasses were brought to the Fond du Lac center originally, not only...

was the frame damaged with a broken temple, but the lenses had scratches. Unfortunately, there is no repair that can be done to "fix" the lenses for Mr. [redacted]. The only option would be to replace the lenses completely.We have already offered and will continue to offer a 50% OFF discount on a new set of lenses. However, Mr. [redacted] should be aware that he's prescription has expired, therefore he might want to consider getting a new eye exam from us (or an optometrist of his choosing) prior to having the lenses replaced. Again, the lenses cannot be "fixed", they can only be replaced.Sincerely,[redacted]VP Center OperationsWisconsin Vision, Inc.

We responded directly to the patient.

Dear Revdex.com:As of August 6, no one from Wisconsin Vision has contacted me regarding this complaint.  The only phone contact was in calling my husband at [redacted] to tell him they were billing us for their mistake six months prior. ...

No one called me.I am the only person they should be corresponding with since A) I initiated the complaint and B) the vision insurance is under MY name, no one else.They have my cell number; it was on the original order and it is [redacted].Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Thank you for emailing me this so quickly.  In reading Mr. [redacted] concern, I went back to check for the email he sent in July.  Sadly it seems I missed it.  I just sent him an email in response.  I...

apologized first in not sending him back a response to his concern.  I then apologized for his problems with his sunglasses.  I can understand his frustrations.  Below is a summary and solution to his concern: The reason the lens are popping out is that no frame is 100% alike.  His original frame purchased a year prior may have been (ever so slightly) smaller than the one purchased this year.  In essence I do not believe it has anything to do with the lenses, because he never had any problem with them from the year prior.  I let him know that I would have the store order 3 brand new frames from the manufacture. I believe that one of those frames will fit the lenses better.  I stated  that I would contact and meet with him when the frames come in, and if that doesn’t work we would figure out the next best plan.  I gave him my direct email and office number if he has any other questions or concerns.  Please let me know if you have any further questions.  I am confident that we will be able to secure his  desired outcome of “proper glasses”. Sincerely, [redacted] District SupervisorWisconsin Vision Inc.16800 W Cleveland AveNew Berlin, WI. 53151

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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 would prefer to use one of your other stores to pick-up the lenses.  Miller Parkway in West Milwaukee. 
Regards,
[redacted]

I have not heard back from the company regarding my complaint.[redacted]

Typically stress marks could be a cause of being too tight in a frame, but usually appear right away if that is the issue.  The optician may have been trying to explain other reasons in why they may happen, but perhaps could have used better words.  It is an area that after some time is...

hard to decipher whether it is a defect or another issue.  It appears that the cost they had quoted was a discounted cost of $120, rather than the retail cost of $275 for the lenses.  At this point, a refund would not be granted as the patient has already had her glasses for 6 months.  We will grant one remake at no charge to correct the concern.  We apologize that the patient felt she was treated poorly and those concerns will be addressed with the Manager and the staff.  I will alert the Manager to the offer of a remake of no charge. If you have any further questions or comments please contact:  [redacted] [redacted] [redacted].  We hope that this resolution is satisfying to the Customer.     Thank you, [redacted]

I went in for glasses and got approved. Eventually they came back and said that my insurance was not handled correctly because they did not call the insurance company, which it specifically says to do on the bottom of the insurance claim form. So I owed more money than I already paid. I asked why? And what happened? They responded with, well we didn't call because this insurance is new to us so it's not our fault. So I called the corporate office and left three voicemails for three different managers over a months span and not a single one called me back or contacted me to resolve this situation. The store started calling and mailing me letters saying I'm going to be sent to a collection agency if I don't pay, so I eventually paid the money just to get this over with. I will never go back to this establishment again due to the fact of them not even giving me the courtesy of calling me back to resolve this issue.

Review: On Tuesday July 8, 2014 I had an appointment to have my eyes tested. I was seened by a Dr [redacted]. I was called back into the examing room the DR. became very rude, he pick up a book and place it so far in my face and start yelling read these numbers, after reading the numbers he place the focus machine up to my eyes and told me to look straight, after staring for so long I explained to the Dr. that my eyes were very dry he push the machine away and told me that he would have to dilate my eyes I explained to him that I had seen a eye specialist on Mayfair Road some time ago was told not to have my eyes dilated because of my corneas I could go blind, he went balistic start yelling and telling me that he had never heard of anything like that before and what I need to do is to get up and go back to that Dr who told me that, why did I come there he had no time for this he went on for about another couple of minutes and I got up out of the chair and walked out of the door, he preceded out behind me in the lobby he walked up to the desk where the receptionist or office Manger [redacted] and started telling her what he thought about by exmane while other patients were in the lobby listen to every word he was saying whick is a HIPPA LAW because that was and should of stayed private. I did make an appointment to go back but I call and canceled it after speaking with an Atty.Desired Settlement: I would like to see this Dr. face some conserquences for the way he handled my eye examine and how he discuss how he thought my eyes were in the presents of other patients. And I would like an apology from him.

Business

Response:

We are aware of the situation, and are offering to have the patient seen by another doctor based on the customer service concern at no charge. We also didn’t charge for any services the date she was seen by Dr. [redacted]. The store manager has talked with her regarding her experience and apologized for how she felt. The district supervisor left a voicemail for her Monday July 14, 2014.

In regards to the Desired Settlement:

We are addressing the concern on our end with Dr. [redacted].

If you have any further questions you may contact me [redacted] or [redacted].

Thank you,

District Supervisor

Wisconsin Vision Inc.

16800 W Cleveland Ave

New Berlin, WI. 53151

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I did not receive any service at the doctor except a book shelved in my face and told to get up and get out because I told him that a doctor, I had previously seen told me to never have my eyes dilated due to the fact it will cause me to go blind. If the company wants to call that service then I am glad I did not go back like the attorney advise me not to . Also this does notexcuse him coming out in the lobby and discussing my eyes in front of everyone including patients waiting to see him. I did not feel much was going to be done, but if necessary I will take it further this is why we have HIPPA LAWS.

Review: I brought in 3 year old glasses that had a broken spring in 1 temple on the left side. That spring broke while I was wearing them and was not due to any kind of impact damage. I then took the glasses to the Fond du Lac, Wi location to get new temples installed since they can only sell them by the set. I left the glasses at the store in there care of the employees from 3/4/16-3/16/16. When the glasses were given to the store they condition of the lenses were very minor scratches that were not visible while being worn. When I went to pick up the glasses the lenses were damage to the point that both eyes appear to have a thick fog while wearing them. The lenses are now destroyed either due to improper storage or improper handling on the staffs behalf. I told them to return the temple since I have no need for them due to the lenses being destroyed.Desired Settlement: New lenses for my glasses at no out of pocket and I'm still willing to buy the temple arms from the company.

Business

Response:

Thank you for forwarding this information to us. We did an internal audit to determine what may have happened with Mr. [redacted] glasses.It was determined the 3 year old pair of glasses did not have any warranty at all and when the glasses were brought to the Fond du Lac center originally, not only was the frame damaged with a broken temple, but the lenses had scratches. Unfortunately, there is no repair that can be done to "fix" the lenses for Mr. [redacted]. The only option would be to replace the lenses completely.We have already offered and will continue to offer a 50% OFF discount on a new set of lenses. However, Mr. [redacted] should be aware that he's prescription has expired, therefore he might want to consider getting a new eye exam from us (or an optometrist of his choosing) prior to having the lenses replaced. Again, the lenses cannot be "fixed", they can only be replaced.Sincerely,[redacted]VP Center OperationsWisconsin Vision, Inc.

Review: On 12/13/14, I went to Wisconsin Vision for an eye exam, new frames and prescription lenses. My vision insurer is VSP Vision Care. The optician servicing my order pulled the authorization from VSP detailing my benefits and what was covered as well as co-pays payable by myself. The total amount quoted by Wisonsin Vision was $392.20 and I paid an out of pocket of $222.20. A claim in the amount of $170 was submitted and $145.00 paid 1/20/15 by the vision insurance plan. I picked up the glasses a week later, having been noted as paid in full. On 12/26/14, my spouse went to Wisconsin Vision (no eye exam) for new frames and prescription lenses. The vision insurer, VSP, was billed a total of $350.20 with $200.00 out of pocket paid by me. Again, he picked up his glasses approximately one week later with a statement marked paid in full.

On 6/4/2015 I received two statement of accounts in the mail (1 for myself, 1 for my spouse) indicating that Wisconsin Vision tried to resubmit claims in the amounts of $15.00 and $25.20 supposedly for co-pays that Wisconsin Vision now claims they knew nothing about at the time of service although this would have been clearly identifiable on the authorizations. After consulting with my insurance company it was determined that authorizations clearly describe benefits and co-pays and that it would be impossible for Wisconsin Vision to miss those details when placing the order. I happen to agree and find it very poor business practices to come to consumers 6 months after the fact when it's discovered that errors were made by the optician completing the order. I purchased the glasses in good faith for both myself and my spouse, paying what was quoted and leaving the business with statements marked paid in full. It's a very poor business practice to come after a customer 6 months later due to a clerical error on the part of the business, especially for customers that have used Wisconsin Vision for their vision needs for nearly 15 years or more. Perhaps if this had happened within a day or two, I could understand, but what is to prevent Wisconsin Vision from coming back in another month or two to claim more "mistakes" that I must pay for? How many others has this happened to?Desired Settlement: Unfortunately, billing errors fall on the shoulders of the business that made them and those errors should be considered the cost of doing business.

Business

Response:

We responded directly to the patient.

Consumer

Response:

Dear As of August 6, no one from Wisconsin Vision has contacted me regarding this complaint. The only phone contact was in calling my husband at [redacted] to tell him they were billing us for their mistake six months prior. No one called me.I am the only person they should be corresponding with since A) I initiated the complaint and B) the vision insurance is under MY name, no one else.They have my cell number; it was on the original order and it is [redacted].

Once again I received excellent customer service at the Wisconsin Vision in Menomonee Falls, WI. I purchased two pairs of glasses and one pair was very uncomfortable. [redacted] was very helpful and helped to resolve my problem.
Staff has always been very helpful, timely and respectful. No reason to look anyplace else!

Went to Wisconsin Vision on 8/24/2013. Insurance paid. Received bill 9/30/2014 from wi vision. Was told insurance declined payment. Left [redacted] w/ wi vision a msg 2x, 3rd time she called me back said she left a msg. I never recv a msg. I wanted a copy of an itemized receipt. Recv itemized receipt, but didn't tell me which insurance company paid what. (I have 2 insurances - my husbands & mine) called [redacted] back who didn't want to hear what I wanted to ask. Just telling me my services rendered are due. Then transferred me to someone who did help me. If you want to recv crappy service call [redacted] direct at [redacted]

Review: Purchased a pair of eyeglasses on May 16, 2015 and as of today November 11,2015 I have 3 cuts by the top of the

frame of the right lens. Today, when I went to the store to see if they would replace the lens four salesclerks were

standing behind the counter and said hello when I walked in. As soon as I said I bought the glasses a couple of months ago and I have cuts in the top of the lens three of the women quickly walked away and then the fourth glanced at them and said they were stress cracks and they couldn't do anything for me. I asked if they were under any warranty and she looked up my information and said no. I then said could you check the cost of a replacement and she had to look up my information again to tell me it would cost over $120.00. They did not provide any customer service. I had to basically beg for assistance. She then said the stress cracks were probably caused by

my dropping them or setting them down wrong. I explained I have been wearing glasses since I was 5 yrs old and I

did not drop them or put them down wrong. She then stated that some people throw them down. I have been

wearing glasses for 47 years and still have my last two pair that are over 6 yrs old in excellent condition. These glasses were originally over $400.00 and I paid with insurance $205.60. I take extreme care with my glasses because this is an expense for me and I cannot function without them. I also, don't appreciate being treated so completely

rude.Desired Settlement: I would like a refund in the amount of $205.60 my portion of out of pocket expense because I don't want to be

treated the way I was again and I don't trust the quality of their lenses.

Business

Response:

Typically stress marks could be a cause of being too tight in a frame, but usually appear right away if that is the issue. The optician may have been trying to explain other reasons in why they may happen, but perhaps could have used better words. It is an area that after some time is hard to decipher whether it is a defect or another issue. It appears that the cost they had quoted was a discounted cost of $120, rather than the retail cost of $275 for the lenses. At this point, a refund would not be granted as the patient has already had her glasses for 6 months. We will grant one remake at no charge to correct the concern. We apologize that the patient felt she was treated poorly and those concerns will be addressed with the Manager and the staff. I will alert the Manager to the offer of a remake of no charge. If you have any further questions or comments please contact: [redacted]. We hope that this resolution is satisfying to the Customer. Thank you, [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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 would prefer to use one of your other stores to pick-up the lenses. Miller Parkway in West Milwaukee.

Regards,

Review: I went to Wisconsin Vision for my first pair of glasses, a very weak prescription that would assist in the once-in-a-while occasion of nighttime driving. Their expensive prices gave me the impression that I could get a high-quality pair of glasses, something that would last me a very long time, given how rarely I use them. That couldn't be more wrong.

After the initial hassle of getting the right prescription in the glasses (it took them a week because they scratched the lens that had the correct prescription during the replacement process), they lasted barely a year before the lens coating cracked. It looked very much like a large fingerprint and it had the effect of amplifying the glare from headlights and streetlights, making driving more dangerous with them on than with them off. I brought them in for repair and they repaired them for free, but they told me to be more careful when I cleaned them (which I rarely had to do because they were used so little) thinking that was the cause. It wasn't long after that that they cracked a second time, both lenses. I brought them in for repair again, and they had no idea as to what would cause the cracking given that I had followed every precaution in care and maintenance after the first repair. So they repaired them again. The third time one of the lenses cracked almost instantly. That time around they blamed me for keeping the glasses, a pair of driving glasses, in my car. It was the heat that was causing it, they said. Even when I explained that my car is kept in a cold garage underneath my house in a hard case in my center console, they maintained that my car was the reason the lenses were cracking. Never mind that only one lens cracked, and both lenses, of course, were stored under the exact same conditions. They blamed the issues with the defective lenses on me, yet they continuously repaired them for free. Why would they do that unless they knew they kept giving me defective lenses?

The final straw came during the third repair. They made two gouges in the frames and failed to properly attach one of the lenses. Every time I had to have the glasses repaired, it was a 40 mile round-trip drive to and from the establishment. I had to wait several days for the repair and then I had another 40 mile round-trip drive to pick them up. For all the time the glasses spent being repaired, I would have really been out of luck had I actually needed glasses for my daily routine. I was done, so I returned the glasses, making it clear that I required a refund. It took them a week to tell me that they didn't want to give me a refund. Instead I could get 50% off a new pair. I can’t emphasize this enough: after giving me defective lens after defective lens over the course of a year and blaming me for their problems, they ruined my $238 pair of lightly-used glasses and they want me to pay for a new pair. Their excuse for denying me a refund is that I had the glasses for two years (of course they don’t consider how rarely the glasses were used and they choose to count the year I spent constantly bringing them in for repairs, foolishly trusting that they would eventually fix the problem). But I fail to see how the product’s time in my possession has anything to do with the fact that in the end they are entirely responsible for ruining my glasses during their final, botched repair job.

To add to the ludicrousness of this situation, we didn't just talk to the branch manager about this, we didn't just talk to her supervisor at the corporate office, we ended up talking to the CEO of Wisconsin Vision who personally feels that 50% off a new pair of glasses is somehow a generous offer that I should be thankful for. It’s clear that poor business practices and poor customer service permeate from the highest levels of this company, a company I can say, with certainty, has been the worst company I've ever had the displeasure of dealing with.Desired Settlement: Wisconsin Vision advertises 100% satisfaction guarantee with their product, but I can’t be any more dissatisfied. It sickens me when I think about the lengths I had to go in attempt to get a working pair of undamaged glasses from them, and when that didn't happen, the lengths I am going to even now just to get this matter resolved with a refund. I’m not asking for reimbursement for all the fuel wasted traveling back and forth to Wisconsin Vision for repairs, I’m not asking for reimbursement for all the time I wasted making trip after trip, I don’t even want reimbursement for the weeks I had to spend without glasses. I simply want a refund for the glasses they ruined for the full amount of $238 so I can permanently conclude my business with this company.

Business

Response:

Patient purchased eyeglasses over 2 years ago. We don't have control over how patients maintain or take care of their eyeglasses. When Cole came back to the center with damaged eyeglasses, we replaced his lenses several times over two years. Generally, eyeglasses have a one-year warranty, but we provided two years of replacements in an effort to provide good service.