Complaints

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:07/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Over a year ago, I went to Stokes for a routine eye exam. I paid a $10 copay cash at time of appointment. Awhile later, I got bill for $146. I contacted them and said it was an error. Advised me to throw bill away and disregard any further bills. June 1, 2025, I received same bill advising past due and threatened collection action if not paid in 10 days. June 13, 2025, I went to office in person and spoke with ****. She said claim #******** was put through to VSP, my vision insurance but would not go through. I then called VSP and was told Stokes had never submitted a claim to them, but since original service date had been over a year it would not go through. Agent said Stokes would have to write a letter to them advising why claim took over a year for submission and they would honor it. On June 29, 2025, I got the same bill again. On 7/7/2025 at 8:25am, I called Stokes and spoke with ********. After explaining my frustration and what needed to be done, she told me ***** was handling this matter. ***** is on vacation until next week. This has been going on well over a year! I have perfect credit and don't want this going to collections over their mistake. They have not contacted VSP up to this point. I request they credit off this balance since it is their mistake.

  Business Response

  Date: 07/14/2025

  We are really sorry that Mr. ***** has had this issue.  We have researched the the issue and we have come to the conclusion that this was a billing error on our part.  Mr. ***** is not responsible for this balance and we will adjust his account to reflect this.

   

  Sincerely, 

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

  Customer Answer

  Date: 07/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:06/24/2025

  Type:Order 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 made an medical appointment to see the eye doctor for pain after my 3 right eye surgeries to see why I were still having pain because my Retina Specialist told me to let them check my eyes to see what is the cause or could something be in there that he couldnt see but instead of the receptionist scheduled me for a Medical Appointment, she scheduled me for a Eye Exam and now they are trying to make me pay for their error and mistake. Humana is my insurance and they told me not to pay it because I didnt schedule for a eye exam and Humana only pays for my glasses once a year and I only had my glasses for 6 months so why would I schedule for a exam and be charged $50 for Retraction fee knowing I cant get glasses. I went to get a copy of the exam for my records incase I need to file a complaint but I lost it. Stokes told me that the exam is good for a year because they know insurance company only pay once a year for patients but I told them that exam is not going to do me any good because I have glaucoma coming in my eyes and my specialist trying to prevent me from going blind by putting me on medication so my eye vision is changing and that exam will be no good to me in a year so why would I just give them $50 I dont have and cant afford to give them. I have never in my 33 years of having ******** and ******** schedule an exam for glasses within 6 months or less than a year knowing my insurance wasnt going to pay for it so why would I do it now just to waste money I dont have or just give away to them. I know I no longer have ******** since March 2025, plus ******** never paid for my glasses but they sent ******** a bill and it was rejected. They have all my eye medical records so why the doctor didnt tell me he was doing an eye exam and my insurance was not going to pay it like other doctors. They just want my money and feel like they have the right to take it by charging me for a eye exam they know I didnt need and they refused to take it off my bill.

  Business Response

  Date: 06/24/2025

  At the time of Ms. Price's appointment, she complained of decrease vision in the right eye worse than the left eye.  This decrease in vision was noticed while reading, while watching tv and while using her cell phone.  In order for a physician to evaluate and to determine the cause of blurry vision a refraction must be performed regardless of a patients need for glasses.  Since the patient was coming in for a medical reason, as she stated in her complaint,  most medical insurance companies do not cover the refraction charge, therefore making it the patients responsibility.  The patient is not being charged for a glasses prescription, the patient is being charged for a service that was provided to help determine the cause of her blurred vision that she was having at the time of the exam.  

  I hope this helps the patient to understand the purpose of the refraction and the charge for the service.