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Business Profile

Optometry

Gallup Eye Group

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optometry.

Complaints

Customer Complaints Summary

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

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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:12/29/2022

    Type:Product 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.

    I am reaching out to request a cash refund of $58.42 to have my insurance reimbursed for a pair of eyeglasses that does not properly fit, thus, can not use.  I did sign the consent form, however, I could not accurately gauge the frame due to mask requirements and also having eyes dilated during the time of fitting.  Your assistance in this matter would be greatly appreciated.  

     

    Business Response

    Date: 02/13/2023

    Hello ,

    I was asked to reach out to you with ref# ********. Because we are a medical facility, I am limited in what I can disclose, but should be able to give you the information needed. After researching, our office provided appropriate care and the requested durable medical equipment ordered using her state provided insurance. She selected the frame and treatments she desired, picked up the product, and was satisfied. 

    She only returned unhappy after she reported her friends said the frame was too big for her and laughed at her. She also reported the frame was heavy, even though we ordered the material her insurance provides for her prescription. She was offered thinner and lighter options at purchase time, but requested the material provided by insurance. 

    Per her insurance policy and our optical policy (which she signed and I've attached), a refund for a custom product is never issued and replacement products for adults with state funded insurances are also not provided. We offered several remedies in a professional manner above and beyond what was required, but she became rude and verbally abrasive with staff. She then cancelled all future appointments with our office and stated she would not be returning.

    We have policies in place for a situation such as this. Both the providers and office manager involved are assured our staff followed our office policies, which Ms. ****** agreed to in a consistent, fair, and professional manner. While we regret she is unhappy with her experience, we were forthcoming and fair in our interactions. Please let us know if we can be of further assistance.

    Regards, 
    *** ******

Gallup Eye Group is NOT a BBB Accredited Business.

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