Complaints

This profile includes complaints for Vision Professionals's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vision Professionals

  730 Mount Airyshire Blvd Ste A Columbus, OH 43235-1364

• 

  Vision Professionals

  690 W Cherry St Sunbury, OH 43074-8556

• 

  Vision Professionals

  25 Northwood Dr Delaware, OH 43015-1501

• 

  Vision Professionals

  5121 Forest Dr Ste B New Albany, OH 43054-7086

• 

  Vision Professionals

  3814 Broadway Grove City, OH 43123-2234

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.

• Initial Complaint

  Date:06/24/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 March 25: I had my annual eye examination by *************************************

   On April 17: After wearing different trial contacts, I was re-examined by Dr. ******** Following that exam, the forms for my medically-necessary contacts were supposed to be submitted that day to EyeMed.

  On June 4: I called EyeMed to find out the status of my order for medically necessary contacts. The representative there said that they had not received any order from Dr. ********* ****** for medically-necessary contacts for me in 2024. They had the record from 2023.

  Last year, the date of service was March 21 and it was approved by April 10. After I got off the phone with EyeMed, I called Vision Professionals and talked with the ****** manager, *****. After checking into it, he called me back and apologized. He said that they had (on June 4) submitted the correct paperwork to EyeMed.

  On June 19: I called EyeMed to find out the status of the order for my medically-necessary contacts. The representative, who told me his name was *****, told me that he could not find any order for me for 2024 for medically necessary contacts. He was able to find the order processed in 2023.

  It has now been nearly three months since my initial eye exam and I still do not have my medically-necessary contacts. And, I do not know what else to do to get efficient and timely service to make this happen.

  Customer Answer

  Date: 06/26/2024

  *********************************** <********************************>
  Attachments
  2:07 PM (26 minutes ago)
  to disputeresolution
  
  Good afternoon,
  
  I have attached the authorization that you requested so that you may assist me in resolving my complaint.
  Thank you,
  ***********************************
  

  
  

  Customer Answer

  Date: 07/10/2024

  From: *********************************** <********************************>
  Date: Mon, Jul 8, 2024 at 4:13 PM
  Subject: 21885601
  To: <*******************************************************>
  
  
  Good afternoon, ***************************************,
  
  As a follow-up to our phone conversation this morning, I wanted to let you know that I talked with *****, the office manager, at the Grove *********** of Vision Professionals. He said that the issue (my complaint re contacts) is in the hands of the Practice Manager. 
  
  He said that they had submitted the claim but it had been denied because the claim was supposed to have been submitted on the day of my eye examination and it was not. I said that I could not have known that and he agreed. ILater he called me back to let me know that they were still trying to get the claim accepted/processed. He has ordered more trial contact lenses for me. 
  
  I wanted to give you this update as a follow-up to our phone conversation.
  Best regards,
  ***********************************

  Business Response

  Date: 07/22/2024

  When the patient came in for her exam in March, nothing was ever said that her claim needed to be submitted as medically necessary, so the tech filed the contact lens exam with the comprehensive exam to Eyemed and we were paid on April 4th 2024 by Eyemed.  It wasn't until June that the patient called the office to state that she was eligible for medically necessary contact lenses.  Apparently nobody in the office realized that she qualified for this with her left eye prescription.  Once this was brought to their attention, they had to call Eyemed to reverse the original claim, in order to submit for medically necessary contact lens benefits.

  We are also bound to get a prior authorization with the patient's **************** which takes 10 days to receive.

  So after getting the original claim reversed, a prior authorization was submitted to Humana.  The claim was returned 10 days later, citing that a prior authorization was not needed with this particular Humana Insurance.

  The claim was immediately sent to Eyemed on 6/21/2024 for submission.  the claim returned on 7/12/2024 denied by Eyemed.

  The claim was resubmitted again on 7/12/2024.  The claim was denied again by Eyemed showing 7/19/2024.

  The claim has once again been submitted on 7/19/2024, waiting an answer.

  Unfortunately, specialty claims can not be found by calling Eyemed.  They go to some special claim processing department and if an Eyemed agent tries to locate the claim they will not find it.

  They should tell patients this so that they will not think the claim wasn't submitted.

  Once claims are submitted after the fact, Eyemed does everything in their power to deny these claims.  It is a very frustrating process and that is why we try to resubmit claims immediately after they are denied in hopes of getting these claims approved.

  We are trying our hardest to get this claim approved for this patient.

  Customer Answer

  Date: 07/23/2024

  Good morning,

  I appreciate receiving the update regarding Vision Professionals statement in response to my complaint. I wanted to write out my response rather than choosing that I accept or reject their response. First, I want to say that I very much appreciate their ongoing efforts to get approval from the insurance company for my medically necessary contacts. 

  My reason for writing out a response is the first line in their response which is written in the passive voice to indicate that nothing was said about needing medically necessary contacts on the day of my eye exam in March. It is not clear who they think should have been saying something so I want to clarify. Last year I received approval and did get medically necessary contacts so that information and history was in my chart for any of their staff to see. In addition, Dr. ******** my optometrist, certainly knew that I was qualified to receive medically necessary contacts. The statement as written implies that someone should have told the tech on the day of my eye exam that I needed approval for medically necessary contacts. I could not possibly be that person since I was never told by anyone that it was my responsibility to inform the staff of this. The doctor knew and it was in my history in their files so it is my position that it was their responsibility 1) to be familiar with the patient's history and 2) to check with the doctor for any special instructions. 

  Again, I am grateful that they are continuing to seek approval for the medically necessary contacts. So I accept their response in that sense, but I reject any notion that it was my responsibility to initiate the claim for medically necessary contacts. 

  Best regards,

  ***********************************

  Customer Answer

  Date: 07/23/2024

  Good morning,

  I appreciate receiving the update regarding Vision Professionals statement in response to my complaint. I wanted to write out my response rather than choosing that I accept or reject their response. First, I want to say that I very much appreciate their ongoing efforts to get approval from the insurance company for my medically necessary contacts. 

  My reason for writing out a response is the first line in their response which is written in the passive voice to indicate that nothing was said about needing medically necessary contacts on the day of my eye exam in March. It is not clear who they think should have been saying something so I want to clarify. Last year I received approval and did get medically necessary contacts so that information and history was in my chart for any of their staff to see. In addition, Dr. ******** my optometrist, certainly knew that I was qualified to receive medically necessary contacts. The statement as written implies that someone should have told the tech on the day of my eye exam that I needed approval for medically necessary contacts. I could not possibly be that person since I was never told by anyone that it was my responsibility to inform the staff of this. The doctor knew and it was in my history in their files so it is my position that it was their responsibility 1) to be familiar with the patient's history and 2) to check with the doctor for any special instructions. 

  Again, I am grateful that they are continuing to seek approval for the medically necessary contacts. So I accept their response in that sense, but I reject any notion that it was my responsibility to initiate the claim for medically necessary contacts. 

  Best regards,

  ***********************************

  Customer Answer

  Date: 07/24/2024

  Good morning, *********,

  I received your notification that you are closing the file on my complaint. Your characterization of my response at this time was not as accurate as it might have been. I am grateful that Vision Professionals are still seeking approval for my medically necessary contacts. However, I was concerned about the wording of their response and that is why I wrote my clarification. As far as I am concerned, this matter is still open and, therefore, not resolved. That would be an accurate statement of my position at this time.

  Best regards,

  ***********************************

  Customer Answer

  Date: 08/07/2024

  Good afternoon,

  The Practice Manager at Vision Professionals has been maintaining contact with me. She is trying to get my medically necessary contacts approved by the insurance company. She is terrific and is working hard to get a good outcome.

  I appreciate your help with this because I would not be in contact her without your assistance.

  Best regards,

  ***********************************

• Initial Complaint

  Date:05/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 went in for an exam for my daughter. We had the eye exam and she was prescribed glasses. We were given the option of one purple pair which I did not like but they were ordered anyway because I was told they were the only ones in her size. Later that night I went home and we (her parents) found glasses online so I called and left a message to let them know I found the glasses I wanted but was told wouldn’t fit and would need her prescription to order them because the one that was online was missing information. The faxed emailed me the script the next morning which was still missing measurements. I opted to go to a second eye clinic and get the measurements done which meant paying more out of pocket to get the glasses ordered. About a week and half later I receive a call from Vision Professionals saying they had ordered the glasses anyway and they were ready to be picked up. I go pick the glasses up anyway just to get there and they not fit. ( Even with the strap attached they’re so big they fall off when she turns her head). The representative kept the glasses stating she would call me back after speaking with management. I’ve spoken with someone every Friday since and yet to receive my money back and or even a pair of glasses from this company.

  Business Response

  Date: 05/11/2022

  Good afternoon,

  I am responding to Complaint #********

  The complaint is from the patient's mother who brought her daughter in on April 4, 2022 for an Infantsee appointment.  That appointment is done free by our doctors for children 9-11 months old.  During the exam, the doctor found that the child needed prescription glasses to help her see. Complainant understood that without insurance she would be responsible for the total cost of the prescription eyewear, she did not say a word about the cost and proceeded to pick out frames and lens options for the glasses and pay for them.  She did call to cancel the order on 4/4/2022, but it was after hours (6pm), so when we arrived the next morning and received the message we called the lab, but the lenses were already being processed so it was too late to cancel the order.  We always have our patients sign a frame and lens warranty form that states we can not refund manufactured lenses as they are made specifically to each patients needs (customized).  Unfortunately, due to the child crying, the form was not signed.

  The complainant do also request the prescription on 4/4/2022 and that was sent to her on 4/5/22 All of the information was on the prescription.  The measurements in question, are not a part of the actual doctors prescription, they are measurements taken by a technician used for the specific frame and lenses selected.

  The complainant was called on 4/15/2022 by our location Manager so he could talk to her about everything that transpired up to that point and how we would proceed but she did not answer and never returned our call as we requested.

  This complaint is the first we have heard since we called and left her a message. We have never been contacted or called again by the complainant.

  I did attach some notations from our system that staff made, unfortunately it does not let me pull direct information in to a pdf file.

   

  Customer Answer

  Date: 05/12/2022

  There are multiple lies in this response. 
  
  

  1. My daughter only fussed during the 2nd/3rd time her eyes were dilated as we kept being told her pupils were still too small, we in fact spent most of her appt singing dancing and waving. **** ******

  2.I called multiple times after and gave 4-5 business days each time for a response (see screenshot of voicemail and call logs)

  3. The company is stating their policy which they admit was not given to me or signed and is not posted… therefore is not legal

  4. It is also not legal to sell a person a product, and then keep both the product and the money.

  5. Their statement says they knew as of the 5th the glasses were not wanted however when I was called by a female employee to pick up the frames almost 2wks later and mentioned that I had canceled them to get frames I actually liked, she told me at that time she misunderstood the voicemail and thought I was only requesting the prescription not canceling so she never called to cancel. 

  6. See review dated 4/11/2022 in which I stated the selection was an issue as we were given a choice of 1 frame and told those were the only frame that would fit my daughter. The review reply states then they could’ve ordered frames for me which yet again is an area where the ball was dropped because this was not offered/ mentioned until after the glasses they ordered and kept did not fit my daughter 
  Regards,
  
  ******** ********

  Business Response

  Date: 05/16/2022

  Our staff would not make up lies on issues of this nature.  We have never in 21 years had anyone go to the BBB on an issue.  We pride ourselves in resolving patient issues and getting any miscommunications taken care of.

  We called and left a message and never heard from the complainant again.  

  She has refused to work with us and that is on her.

  If the patient were to call in to the office and speak cordially to our staff we could resolve this issue. That is the only way to refund anything to patient as we do not keep credit card information on file.  It has to be the same credit card she paid with.

  Patients record can be emailed to any provider the complainant desires so that they can continue care elsewhere.  

  Customer Answer

  Date: 05/16/2022

  these are lies. I attached my call log in the first rejection which clearly showed I called 2 Fridays in a row after the voicemail dated 4/15/2022. The first call I spoke with a woman who was supposed to get back to me the second time I spoke with a male for 6mins. I was told he needed to contacted someone else and get back to me which never happened and is the reason for the complaint. Your staff clearly does more to cover up issues than actually not having them. Even in response to me saying I was given an option of one pair of glasses the defense was there are over 600 pair in store when in reality there were 8 pair of childrens frames **** * **** ******** * ********
  
  Regards,
  
  ******** ********