ComplaintsforAdvanced Center for Eye Care

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ACE Eyecare, Inc. are deliberately defrauding customers. They are engaging in deceptive business practices by way of false advertising, lying and refusing to fix the defects in their products sold. ******* ******* (Ophthalmic Technician) happily took $56.00 from me along with the promise to adjust the glasses (frame/lenses) until they work for me. Unfortunately, they have not done that. The doctor ******** ****** subsequently created a prescription that she knew I was not convinced of but she did so anyways (by telling me I can always come back and she will correct it if needed). Of course this defective prescription did not result in glasses that work for me. Asking her to honor her promise she blatantly refused, along with the rest of the business simply telling me they will not do anything unless I pay them even more. According to the claims they made to the board of optometry, they flat out lied about the assurances by their staff to me. What's more, they invented return-policies that contradicted *******'s assurances and which he would have violated be refusing my 1st return attempt. 1. ACE Eyecare is refusing to fix the defect(s) in the glasses/lenses they took payment from me for. 2. ACE Eyecare is refusing to honor their own promises in regards to ad******g lenses/prescripton so I am comfortable with the glasses. 3. ACE Eyecare is bringing up a policy that staff never informed me prior to taking my payment AND they are now violating that very alleged 10-day refund policy by having refused my return request back in July 2022 (7-22-22) 4. ACE Eyecare's staff made false assurances/promises on several occasions in regards to correcting the defects and ad******g glasses/lenses. 5. ACE Eyecare is refusing to communicate, CEO ****** **** was included in email thread at first was not replying, then ran away from personal meeting and instead sent a letter to inform me that he "regrets" his "inability" to serve me. For more details pls see the 4 attached pdfs.

  Business response

  07/28/2023

  To Whom It May Concern:

  Ms. ******* came in to ACE Eyecare for a vision exam and possible new glasses. She declined new glasses at that visit. She later changed her mind and ordered glasses. During these visits, COVID mandates were still in place which required the wearing of masks. Ms ******* stated that due to medical conditions she could not wear a mask. ACE Eyecare accommodated Ms. ******* by taking her to a vacant exam room and brining glasses and frames into he room for her to try on. Ms. ******* passed the optical area numerous times over the various trips she had to ACE Eyecare. The optical department has signs posted stating a 10- day optical return policy that is subject to a nonrefundable 35 percent return fee.

  Multiple discussions took place with Ms. ******* regarding what glasses she did and did not want and the initial glasses were picked up. Ms. ******* did express that she did not like the glasses when she first put them on and was advised to wear them for about 1 week to let her eyes adjust to the new glasses. This is standard in all new eyewear.

  Ms. ******* continued to complain that the glasses were causing headaches so a new appointment was made for Ms. ******* to be re evaluated on. Another exam was conducted on this date and the exam report showed that she had clear vision. 

  There were some shipping delays and the second pair of glasses were not received for a few weeks and Ms. ******* was not charged for the second pair of glasses.

  The complaint regarding the second pair of glasses took place on 10/19/2022, more than 10 days after receiving the glasses and she stated she wanted the prescription changed. The Optometrist who completed the examination did not feel a change would be appropriate based off of the findings of the previous visit. Ms. ******* was notified of this information. Ms. ******* was notified that if she wanted any additional changes to be made that it would be at her expense since the prescription was appropriate for her vision and the second pair of glasses was made at no expense to her. 

  Customer response

  07/30/2023

  Notably, ACE Eyecare confirmed with their response that they never informed me of their alleged return policy.
  They are insinuating that bc I "passed the optical area numerous times" which had "signs posted" that I should have known their policy.
  
  
  For the sake of this argument: before the transaction on 7-5-2022, I had been inside the building once (for the exam). From the entrance to the room I was rushed through the hallway as fast as possible bc I was not able to wear a mask.
  I don't even recall the areas I may have passed during those 10 seconds and obviously there would have been no way or incentive for me to somehow try to spot any possible signs along the way or even having the time to read/process anything.
  Needless to mention, even if I did pass the optical area, for the business to use this as equivalent of informing me is not a reasonable argument.
  
  
  On 7-5-2022 - outside the building - ******* ******* (Ophthalmic Technician) took payment from me ($56) for glasses/lenses. At the same time he assured me that ACE Eyecare will adjust the glasses/lenses until I am satisfied without any additional payments, there was zero mentioning of the alleged 10 day policy. I specifically had asked him about the “what if’s” and I would have never entered this transaction had I know about this policy.
  
  
  I saw the doctor again on 8-11-22 which was the second time for me inside the building, and again I was rushed through the hall way due to the mask concern. At this point irrelevant though as the transaction had already taken place a month prior. And again, I never saw any signs.
  
  
  During this second appointment the doctor ******** ****** refused to change the prescription according to my wishes and assured me that I can always come back and we can change it again if I think that her new prescription is not working out for me.
  I also requested the vertical position of the center of lenses to be adjusted to the correct position.
  
  
  When I picked up those glasses I felt again they are not working for me. The prescription was too weak (as I had already informed the doctor ******** ******) and the repeated incorrect optical center point was making me dizzy.
  I returned to ACE Eyecare on 10-7-2022 and was told by Julian (optician) that the correction of the center points is not an issue and they would do this. He suggested for me to try wearing the glasses a bit more before we proceed with all the other corrections incl.
  correction of prescription strength at that time.
  I went to ACE Eyecare again on 10-20-2022. At that time there were no masks required anymore and I was able to enter the building without restrictions.
  This was the first time I ever consciously set foot into the optical department.
  ******* ****** (optical manager) confirmed that the center points can be corrected without an issue or any payment.
  He did say that to change the prescription I would have to see the doctor. He then brought up that 10-day-return policy.
  
  
  I was more than surprised and told him that ******* ******* never mentioned it to me while facilitating the purchase. ******* ******* was the only staff member I dealt with in regards to facilitating the agreement/contract: the kind of glasses, kind of lenses, ad******g the frame, taking measurements and processing payment.
  
  
  ******* ****** stated that he would consult with his superiors and get back to me. When he got back to me on 11-8-2022 via email, he wrote that the doctor is unwilling to correct her prescription (contrary to what she assured me) and for her to do so I would now have to pay extra for new lenses.
  He brought up again the alleged 10-day return policy but did not address the issue that ******* ******* withheld it from me the entire time.
  Further, ******* ****** in no way addressed the correction of the incorrect optical center points of the lenses which he previously (10-20-2022) said he would do without extra payment.
  He also stated (in writing) that no refunds will be issued regardless of whether I was made aware of their 10-day-return policy(!).
  He did not respond to my follow up emails. I then emailed CEO ****** **** (whom also did not respond) and even went to the facility again in person to speak to him but it was said he is unavailable.
  The next day I received a letter from him claiming that he “regrets” to have to discharge me as a patient.
  
  
  This conduct remains fraudulent and deeply misleading by false advertising and not honoring their promises.
  
  
  Also, if the 10 day policy was true, then mandating the customer to try the glasses for 1 week leaves only 3 days for the actual return time frame.
  So basically they would have a 3 day return policy only.
  
  
  If I had known that there had been a return policy of 3 days which charges me 35% of a fee in case I am not satisfied with their work (even if the error is due to them) I would have never ever entered into this transaction with this business!
  This alleged return policy, which would basically make the customer pay more than a third of the purchase amount in case the business delivers a defective product, is unacceptable on its face.
  Regardless, I did not know about this policy, I was never informed about this alleged policy, and the business itself confirms the same by claiming that my 'passing the area' (once) while being rushed into the room somehow qualifies as clear information and transparency about the terms and conditions of this transaction.
  
  
  Further, needless to mention: a supposedly clear exam report (which examines only 1 eye at the time) remains inferior to the customers practical experience with the lenses (which is based on combined vision with both eyes) as well as quality of manufacturing and how accurate the optical center is places within the lenses.
  A competent doctor should have been able to address and resolve that.
  
  
  Finally, a prescription cannot be appropriate for someone if they experience head aches/dizziness and are unable to see clearly and without discomfort even after a week of wearing the glasses. It should be self explanatory: if the patient cannot see with the glasses, maybe in that case the doctor is incorrectly examining.
  
  
  Taking all into account: the misleading promises, defective prescriptions and refusal to correct errors and the doctor’s unwillingness to listen to the patient while potentially lacking training in examinations, the CEO ****** **** refusing to address these issues and unethical business practices, the essential tricking of customers; all this remains a concern of fraudulent business practices and I hope this public complaint will be helpful to review for future potential customers.
  
  

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