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Business Profile

Optometrist

Rock OptiX

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optometrist.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/29/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 4/1/2025 I went for an appointment for an eye exam. After the exam, I picked out the frames I would like. I asked for a low/medium cost for the lenses. I was told that was not an option. The man working put all the expensive ad on's, intimated me into quickly paying so he could go to lunch. He was not clear about the cost. I did not get a breakdown of the costs. He took my credit card, swiped it, forged my signature and went to lunch. He charged me $598. When I got the glasses, the prescription was wrong. I went back in person and asked for a refund. He said that was not possible. I also asked if there was a way to make the cost lower. He argued with me and said it was not possible to lower the cost.

    Business Response

    Date: 05/06/2025

    The charges were presented to the patient on April 1, 2025 and payment was collected at the
    time of service. Our office is committed to ensuring that every pair of custom-purchased glasses
    are working for our customers. Since the glasses are made to patient specifications, refunds are
    not possible once the order has been initiated. Cancellations and refunds are possible the same
    day as the service but not after the order is in process at the lab.

    Per our office policy, patients at Rock optiX can get replacement lenses and update their
    glasses prescription free of charge. This option was offered to the patient submitting the
    complaint, as it is for all our patients. Unfortunately, she was not willing to follow up to ensure
    that the glasses were working effectively. We were sad to see the allegations that we forged her
    signature. She consented to the purchase after the charges were explained in depth, as is the
    case for all our patients.

Rock OptiX is NOT a BBB Accredited Business.

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