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San Diego, Orange and Imperial Counties

BBB Accredited Business since

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Description

This company offers optometrist services.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Solis Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Solis Inc. include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 2 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 2
Total Closed Complaints 2

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Solis Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: July 22, 2013 Business started: 01/01/1972 Business started locally: 01/01/1972 Business incorporated: 06/24/2004 in CA
Type of Entity

Corporation

Business Management
Mr. Raymond Favela
Contact Information
Principal: Mr. Raymond Favela
Number of Employees

7

Business Category

Optical Goods - Service & Repair Opticians Contact Lenses Optical Goods - Retail

Alternate Business Names
World Optic Zent Technologies

Additional Locations

  • 2443 East Chapman Avenue

    Fullerton, CA 92831 (714) 871-2020

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Complaint Detail(s)

5/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In August of 2012 I had my *** Ban sunglasses repaired by World Optic (original order number #*********). The right lens needed to be replaced due to a crack as well as repairs to the damaged frame. Note that a pair of replacement lenses needed to be ordered from *** Ban as they do not sell individual lenses. When I received the sunglasses back, the repairs seemed to be satisfactory. However, the screws holding the lenses in place regularly needed to be tightened, as they would come loose with daily usage. Then, one day I went to put my glasses on and that strange noise was followed with a crack! The frame broke apart and the left lens fell to the ground and shattered. Upon closer examination, I saw that the screw holding the lens in place came loose.While this accident did not occur within the warranty period of the sunglasses, I would like to point out that at the time of the original repair, I was told by a World Optic employee that since only one lens needs to be fixed, the spare would be sent along with the repaired sunglasses. This did not happen. I received the sunglasses, but not my spare lens.

Desired Settlement: I am requesting that I be sent just the left lens for my sunglasses (which should have been returned to me) so that I can make the necessary repair myself without having to spend another $80+ dollars to have both lenses replaced.

Business Response:

Hello **** *******,
 
We would like to apologize for any inconvenience in regard with this matter. As our customer service record shows, we take our customer service very serious and have created a backend system to archive all details of all orders to assure that we meet or exceed customer satisfaction. Below we have included a link to your original order form that you filled out and enclosed with your order. We have also included a link to the "video-in" process that all of our orders go through to assure quality control, which serves as documentation of the status of the eyewear when we received it. 
 
> ---------- Original Message ----------
> F**** ******************* * *** ******************* * ***** **** ** **** ** **** ** * ******** ***** ***** ******* ****** ******* * *** **** **** ** ******** **** ***** *****  
> http://www.worldoptic.com/repairs/orderform.php?rma=************
 
 
Video Link: (this video is not listed to the public it is only for the consideration of this dispute)
 
************************************************************ 
 
 
According to the order form and the video, it clearly shows that the left lens was the side that was initially broken when sent in, and was the lens that we replaced. We would not send you an extra left lens considering that we replaced the left lens with a new one. 
 
Our archive also shows that this order is about two years old and no effort was made to contact us about this issue (a missing lens) ever, prior to filing a claim with the BBB. 
 
We apologize if there was any misunderstanding or confusion and we hope that we were able to answer all of your questions. Feel free to contact us at the information listed below with any other question or for further assistance. 
 
Sincerely,
*** ******
General Manager
World Optic
**** ** ******* **** ********** ** ***** **** ***** ***** ********
r******@worldoptic.com

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

First, I would like to say that I appreciate the repair that was done on my sunglasses.  Thank you.  I understand that I mistakingly thought that it was the right lens that was broken.  However, I paid for a set of lenses that cost me over $80 and I was told that the extra lens would be sent along with the new ones installed.  Since that time, my sunglasses have been plagued with problems from the frames coming loose and me having to re-tighten them frequently.  This was not a problem prior to repair.

 
I have enclosed my original letter dated January, 31 2013 which details my request for the spare lens to be returned as well as the issue with the frame coming loose and needing to be serviced properly.
 
Additionally, I have contacted World Optic by phone and email in the past asking about the spare lens with no response.  That, plus the fact that the frame popped loose once more and broke the lens are my reasons for contacting the BBB.  I also understand that two years is beyond the warranty repair period, but I take very good care of my belongings and two years should not be the expected lifespan on your repairs.
 
Therefore, I stand by my original claim that I'm owed a lens from World Optic.  It would really mean a lot to me to be able to use these sunglasses again.  If you can't send me a left lens, then send me the right one.  While that won't fix my immediate problem, it gives me a spare for when my sunglasses come loose again (which they will) and will hopefully offset future expenditures from a lens falling out.
 
Thank you for your time and consideration in this matter.

Regards,

**** *******



Business Response: *** ban lenses are only sold in pairs and are also installed in pairs, we only return spare parts left over as long as they are not broken glass lenses, or any sharp or possibly hazardas objects that can further damage the eyewear in transit back to the customer or harm anyone when opening the return package (for obvious legal purposes). Again we have no documented or archived proof (email, certified mail) or anything with a date and time posted that can be referenced to verify that this letter was ever sent by Mr. *******.

However, as our track record shows, we are very customer oriented and we will provide Mr. ******* with the option of a complimentary right lens or we can provide a complete pair for 50% off ($44.50, normally $89) even though we have not seen any valid proof within a two year span indicating that we never sent him his original lens that we replaced.

According to our records, the eyewear in question is an RB 3347. Our records show that it appears that this model seems to be being phased out, so backorders and limited colors and quantities may be an issue. It appears that it is currently available in polarized G-15 (traditional *** Ban color: greeninsh  grey)

We would also like to state that we feel this is a complete misuse of the BBB. We see the BBB as an honarable organization set out to uncover fraudulent business activity and serve as a voice for the people when there is a business that is avoiding customers that have been maltreated or being scammed. As stated in the BBB vision "Vision: An ethical marketplace where buyers and sellers can trust each other." also serves as a voice for businesses in a new era where sometimes social media and other orginizations are misused to the consumer's advantage.

We are not saying Mr. ******* has any malintent, but we feel that this issue could have easily been resolved if we were contacted. In this case we still have no eveidence from the customer that there was ever any attempt to contact our office with any wrong doing or neglegence on our behalf, besides a letter that we have never seen and that there is no way to prove it was ever sent. We do have a toll free number (855-4worldoptic: 855-496-7536) with an answering service where messages can be left and we also have several email addresses that we consistently monitor, both viable options which are archiviable and can be used as valid proof that there was some kind of interaction. It is a little frustrating to have a dispute posted against us when there is no eveidence of us doing anything wrong and the fact that we are very customer oriented and always willing to bend over backwards for our customers as our track record has always shown.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, their offer to split the cost of replacing the left lens for my sunglasses, would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  

Regards,

**** *******

11/19/2013 Problems with Product/Service