ComplaintsforAbba Eye Care

• Initial Complaint

  09/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I took my daughter to **** on 7/12/23 to get her eye exam, she has gone there for many year. She had to get a new prescription and after she got them and wore them the glasses she instantly got a headache, call **** in ***** to see if they could check them and they told us that all there equipment was packed and they where moving and closing doors. We were never notify about this. If we had been I would have found a different provider so we didnt have travel and take off work or school. Took to different eye Dr and **** had the wrong prescription in her glasses. I have used my insurance on this and cant use again. So no I have to pay out of pocket so my daughter can see. **** should be sued for insurance fraud knowing they were closing there doors in *****. I have to come up with another$360 for my daughter to be able to see. Corporate companies dont care. **** is the worse place ever dont use.

  Business response

  09/22/2023

  We appreciate your feedback and apologize for your customer experience. We are sorry to hear that you did not get the communication notifying our ***** patients that we were consolidating our ***** and ******** practice. Just to follow up with our conversation, due to time and travel, we are happy to do a full return and release your insurance authorization.  Please let us know if we can assist you further. Thank you

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

  Market Manager

  Abba Eye Care

  Customer response

  09/22/2023

   
  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

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Doctor diagnosed my son with a very rare & serious eye condition. When I called to ask questions, the doctor refuses to return my call. It's been weeks **** ****** left 4 voicemails & even stopped by to beg for the doctor to call me. I was promised he would call. He won't. I have no more money for another, more competent doctor. I'm worried about my son. They don't care.

  Business response

  05/09/2022

  Thank you for notifying us of this customer complaint. Our patients are our number one priority. One of our doctor's was able to contact the patients after numerous attempts.  We have talked to the patient's father and resolved the situation. After talking to the patient's father, we found out that there was a communication error with both the incoming and outgoing voicemails.  

  Thank you again,

   

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

  Practice Manager

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

   

  Customer response

  05/18/2022

   
  Complaint: 17144886
  
  I am rejecting this response because: 

  This is incorrect. It took the doctor 3 weeks to call me, despite many promises from his staff that he would call. By the time he actually called me, I had already given up & taken my son to another doctor. Absolutely ridiculous. The doctor had zero interest in calling me until I filed this BBB complaint. Only then (3 weeks later) did he make any attempt. And even when he did leave a message, he refused to leave a call back number, & his number was blocked. When I immediately phoned him back at his office, staff told me he wasn't there. Horrible horrible experience. This doctor should resign. 

  
  Sincerely,
  
  ******** Price

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After getting glasses at **** on Circle Drive in **************** ******** that were defective, the store does not want to make good on charges for progressive lenses. I went to Abba Eye care about November 2 for an eye exam. I explained to their Dr. that I need glasses for work and have 3 computer monitors about two feet away from me, I use to provide technical support. The doctor recommended that I get progressive lenses, as I could see my monitors, be able to read and see in the distance. So I did. When I got the glasses I could not see my monitors other than a couple of words that were in focus right in the center looking straight ahead at the monitor. I could see in distance (upper part of glass) and read (lower part of glass) but nothing was in focus in the middle except couple words. Nothing left or right of the words. **** calls these 'computer glasses'. How are they computer glasses if I can't see my monitors? So I returned them to the store at which time they recommended I go with what I had before, bifocals, which I did. They indicated that I would be re-imbursed the price of the extra cost of the progressive lenses, about $30 I think, once the glasses came back in. When I went to up the re-order Dec. 30, they said they would not reimburse me the price of the progressive lenses because it was my fault that I went on their recommendations of getting progressive lenses. She literally said it was my fault for accepting to order the progressive lenses which their doctor literately wrote on the prescription, and that they would not 'eat the cost' of the progressive lenses. She indicated that they did the re-order insinuating that was a favor to me. How is that a favor to me if they delivered a product that was unusable? They charge almost $400 for glasses that they prescribe and they make. They should be usable. I should not have to eat the extra cost of their recommendation. I also paid for insurance so they probably used that for the reorder.

  Business response

  01/04/2022

  Hello,

  I am the Manager of the **** Lake Location. This gentleman is a patient at the **** Circle location.

   

  I did go ahead and reach out to the Circle location. They will be issuing a ***** refund for the difference between the lined Bifocal and the Progressive.  As a custom made product, once an item is made to a patients specifications it can not be reused. Therefore we don't normally refund the difference between items and use the difference towards the cost of the new product that we will be making. We can make recommendations as to what the patient might want, but they decide on what we order. A multi focal prescription can be made into 8 different types of glasses. Progressive, Lined bi-focal, Lined trifocals, Single vision distance, single vision reading, single vision computer, computer progressives and computer Bifocals. We go over all the options and the Patient decides which option to take and pays for what they want.Once trying out a progressive lens, some people decide that progressives are not for them. Which is what happened here. Everyone is different and some people use progressives daily. Others prefer lined bi-focals and some use multiple pairs of glasses. In this case the customer decided on a progressive, bought it and tried it out. He decided it was not for him and exchanged it for a lined bifocal. We would normally then apply the ***** towards the brand new lens we are making for this pt and writing off the rest of the cost. We did not use the warranty remake for this order. The patient still has the one time lens replacement warranty to use in the 12 month period.
  

  Customer response

  01/05/2022

   
  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, however, I disagree that the product provided was up to standards. There was something defective in the way they made the glasses. These were suppose to be computer glasses. I could see everything clearly at the top and the glasses and at the bottom of the glasses. In the middle of the glasses where you look out of continually only the very center of the middle of the glass was in focus. Everything to the right and to the left of center was completely out of focus and had no focus and any distance. But I am satisfied that they are refunding me for the progressive lenses that were unusable.
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Visted on 12/21/20 and paid $679.20 (full payment). Keep getting ans invoice for $170 with no explanation as to why.

  Business response

  12/13/2021

  Hello,

    I looked into this complaint. On the **** that this Patient received for ******, there is a section that says: Reason: Patient not eligible for benefit at date of service. There is also a number listed for our billing department he could have utilized if there where any further questions. I attached a copy of his ****, ****************** breakdown, and the notes in his account from the billing department. We have not been contacted directly by this patient, therefore did not know he didn't understand the reason for this ****. His Eyemed plan clearly states that he is eligible once every calendar year for glasses (frame and lens) OR contact lens. He used his *************************************************************************** 2020 and the claim was denied by his insurance.  

  I left a message for the patient today explaining the reason for the ****. His total of ****** was for all services. His exam after insurance was ******. His glasses where he utilized his insurance benefits were ******. His contact lens were ****** before insurance, ****** was applied in store so the pt paid ***** for the contact lens. The **** is referring to the contact lens only. The total for 3 boxes of Biofinity multifocal contacts is ******. The insurance was billed and and declined the 200 amount. We adjusted the ****** total to remove the ***** he already paid and a ***** discount on the contacts leaving a remaining balance of ****** that is owed for the contact lens. 

  Thank you for your time,

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

  Customer response

  12/13/2021

   
  Complaint: 16353058
  
  I am rejecting this response because:

  I relied on the Abba Eye Care rep to tell me what was and was not covered by my insurance. 

   

  
  
  Sincerely,
  
  *********************

*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. ↩