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Northern Colorado and Wyoming
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BBB Accredited Business since

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Vision Eyeland Super Optical LLC 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 Vision Eyeland Super Optical LLC include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 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

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

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Vision Eyeland Super Optical LLC
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: September 04, 1991 Business started: 07/24/1991 Business started locally: 07/24/1991
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Colorado Department of Regulatory Agencies
1560 Broadway, Suite 110, Denver CO 80202
http://www.dora.state.co.us
Phone Number: (303) 894-7855
Fax Number: (303) 894-7885

Business Management
Ms. Joy Torgerson, Owner Mr. Michael Torgerson, Optometrist
Contact Information
Principal: Ms. Joy Torgerson, Owner
Business Category

Opticians Contact Lens Suppliers Retail Optical Goods Stores


Additional Locations

  • 1820 S College Ave

    Fort Collins, CO 80525 (970) 493-6360

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Complaint Detail(s)

7/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My daughter and I ordered eyeglasses from this optician and were told that they were covered under warranty. When we had to send them back under this warranty, we were told that there was a $15 shipping charge. I assumed that was something with the insurance company, ***, but just found out from *** that in fact, this isn't part of the insurance and that this isn't a customary practice at all. My contention is that the fees should be explained before purchase of the glasses, at the time the consumer is told that there is a full 'warranty' on the product. At that time, the consumer still has the option of shopping elsewhere. Once the product has been bought and paid for and is being sent back under warranty, the consumer has no choice but to deal with ****** Eyeland - and its unethical fees - or not have the item replaced under warranty. The dates I was charged these fees were 1/26/13, 6/20/13, 8/14/13 under fee slip numbers: #69461, #64108, #65855

Desired Settlement: I expect the business to reimburse me the $60 I paid in the past year for these fees, and to either halt the fee, or be obligated to tell the consumer about it BEFORE the eyeglasses are ordered, not after they are ordered when the consumer has no option but to deal with this optical shop.

Consumer Response: ***** ***** ******** *************************** *** ********************** ***** **** *** *** **** ** **** ** ******** *** *** **** * *** ******* **** *** ********* ********* *********

Thank you. 
I would like to provide this additional documentation for my dispute. 
The first is a photo of the posted ****** Eyeland warranty policy, which says nothing about any fees  involved in a warranty return. 
The second is a photo of a banner around the counter at ****** Eyeland, which advertises free fittings, since *** told my insurance company that the fee was for the time it takes employees to refit the glasses. 

I would like these added to the file on the complaint,
Sincerely
***** ********

Business Response: ***** ***** *** ******* ********** ************************ ********* *** **************** *** ********************** ***** **** *** *** **** ** **** ** ******** ******** ** ********* ***** ** ***** ********

05/31/2014
 
Regarding ID ********
 
Dear ***** *****,
 
Thank you for the opportunity to formally address a complaint filed with the BBB by a former patient of ****** Eyeland.
 
The patient who has complained to you purchased glasses from our optical in the past.  Our frames and lenses typically have a product warranty against defects.  Wherein, there is NO charge for the warranted product itself, there are costs incurred in providing this service.  The cost related to product replacement is part of all business practices and is charged either in the initial cost of the product or, as in our business, a separate charge is made when the ******* is requested.  It is our common practice to inform the patient of this at the time the warranty is discussed.  In addition, for nearly 20 years, signs have been posted in our optical to ensure our patients are fully informed about these charges.
 
Due to the patient's complaint to her insurance company, ****** ******* ****, the insurance company did a complete investigation into the situation and has subsequently cleared us of all wrong doing.  They have informed the patient of their decision and it is documented.
 
Thank you again for the opportunity to completely clear our name and business practices of wrong doing.  We make every effort to give our patients the very best care and service.
 
Sincerely,
*** *********
Ownerk/Manager

Consumer Response: Complaint: ********
I am rejecting this response because:
a) The merchant may now allege in their response to this claim that there is "No charge for warranted product itself" however my receipts state in three instances for $60 in fees that these charges were a "warranty co-payment." That is a clear contradiction, and if in fact there is no charge for the warranted product itself, then I am due a full refund. (See attached documentation for two )
b) The merchant may say it is "common practice" to inform the client about future potential charges at the time of purchase, but I was not. Nor was it printed on the order form or invoice when the glasses were purchased. 
c) The sign spelling out the condition of the warranty that is clearly posted in the store does not mention any supplemental charges (see attached photo)
d) The merchant in her response to this complaint failed to outline what the charges cover. It is worth nothing that the store boldly advertise free fittings and free adjustments, (see photo), so if it isn't for the warranty and isn't for fittings and isn't for adjustment, what were the charges for?
e) The merchant is misinformed if she thinks that the insurance company has completed its investigation. As recently as Friday it was ongoing. I can provide emails supporting this, however this form will not allow me to attach any additional documentation. 
f) I can also provide emails from the state Attorney General's office indicating they have found enough deceptive practice in this matter to open a file on the merchant. 
 
Regards,

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

Business Response:

Regarding ID # ******** Dear ***** *****,

I received via email the rejection response from ***** ********. As I stated in my initial response, our frames and lenses typically have a product warranty against defects. Wherein, there is NO charge for the warranted product itself, there are costs incurred in providing this service.  The cost related to product replacement is part of all business practices and is charged either in the initial cost of the
product or, as in our business, a separate charge is made when the ******* is requested.  It is our
common practice to inform the patient of this at the time the warranty is discussed. In addition, for
nearly 20 years, signs have been posted in our optical to ensure our patients are fully informed about these charges. Please see enclosed copy of the signs in our optical.

 

Due to the patient's complaint to her insurance company, *** did an investigation into the situation.

The cost incurred for shipping and handling of warranted product has nothing to do with insurance and those charges are between the company providing the product, the patient requesting the warranty replacement and our optical. I have not received any additional correspondence from ***.

Apparently ***** ******** also filed a complaint with the state Attorney General's office. I have not received any correspondence from them.

Thank you again for the opportunity to address this patient complaint. We make every effort to give our patients the very best care and service.

 
Sincerely,

 

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

Owner/manager

Consumer Response: Complaint: ********

I am rejecting this response because:

I have provided photographic evidence refuting every claim the business has made. I have provided a copy of my receipt that proves I was never informed of the additional charges at the time of purchase, photos of the store interior that prove the additional fees were not posted, and copies of my receipt that show the charge listed as a warranty co-pay. The business can make any claim it wants, but the absence of documentation proves that they are simply making excuses in an attempt to hide their unethical bait-and-switch practices. In addition, the business has been privately emailed copies of the letters I received from both the Attorney General and the insurance company expressing their concern. The AG is opening a file on the business and *** is conducting an active investigation. 

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

Business Response: Dear ***** *****, 

I just received your email concerning complaint ID ********. I have addressed the issue with the facts I know. 
The glasses purchased for daughter, **** *********, occurred in January, 2013. At the time of purchase, our 
opticians work with each patient concerning their frame, ****** ******** * * ** **** **** about warranty and the warranty copay to assist with shipping and handling. In addition, we have had signs posted throughout our optical for the last 20 years addressing this warranty copay. I sent you a copy of one of those signs. They are clearly 
visible through the store. 

The warranty replacement for ****** frame and lenses occurred in June, 2013 at which time $30.00 was paid. Please see enclosed copy of that ledger. 

***** ******** purchased glasses from us in February, 2013. Once again, our opticians work with each patient concerning their frame, lenses and lens options and talk about warranty and the warranty copay to assist with shipping and handling. In August, 2013 she requested her lenses be replaced under warranty. This $15.00 
warranty copay was paid August, 2013. 

In December, 2013 ***** once again requested her daughter's lenses be remade under warranty, but the *** lab indicated they had already replaced them under the one time" scratch warranty and would not do it again. We offered to send them to the lab to see if they might be covered under "defective". We also discussed with her what benefits she would have available after January, 2014. She indicated she would think it over and let us know what she decided. We did not hear back from her. The $15.00 warranty copay charge was removed from her 
account. Please see enclosed copy of that ledger. 
While it is true, that ***** ******** has emailed me copies of letters received from ***, in communication with ***, they have told me these charges have NOTHING to do with insurance and the charges for warranty copay for shipping and handling are between the company providing the product, the patient requesting the warranty 
replacement and our optical. They have found no fault with our company. 
Concerning ***** ********'s communication with the state Attorney General's office, she has emailed a copy of their response to her. Please see enclosed email from Ms ******** to me. I have NOT received any 
communication whatsoever from the state Attorney General's office. If Ms ******** had not emailed me, I would not know they were even contacted. If the state Attorney General's office had questions concerning our business practices, they would have contacted me, I assume. 

The warranty copay charges and payments made totaled $45.00. Please see edger enclosed. These charges are
valid.

Thank you once again for enabling me to address his complaint. I look forward to hearing from you.

Sincerely, 
*** ********* 
Owner/Manager 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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