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:10/22/2025

  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 had a very disappointing and unprofessional experience at Manatee Optometry with Dr. ****** *. Lascaibar.I paid $145 for prescription lenses that were made incorrectly and caused eye discomfort. The office refused to mail my refund and sent emails using harsh and intimidating language about refund fraud.The clinic appeared unsanitary, and the equipment was old and outdated. I was never told that my old lenses would not be returned to me. I no longer trust this provider and request that this complaint be recorded to warn other customers and encourage better business practices.

  Business Response

  Date: 10/30/2025

  We appreciate the opportunity to respond to this complaint.

  The patient, a previous patient in my office, Ms. ******** ********, requested a refund for prescription lenses she claimed were made incorrectly and caused *****************. However, she also wanted to keep the prescription lenses while receiving a refund, which is not normal policy. We clearly explained to her that keeping the lenses while requesting a refund could be considered refund fraud or a scam, and that both the lenses and payment cannot be retained simultaneously. Moreover, we brought this situation to her insurance, and they agreed with our explanation and continued to say that if Ms. ******** requests her benefits to be reinstated, as she had threatened us to do, they would only do so if she returned the lenses to our office. 

  It should also be noted that Ms. ******** did not request her original lenses at the time she picked up her new glasses. Only later, after asking for a refund, did she request that her old lenses be returned. 

  Despite this, we prepared a refund check for her courtesy. The check has been ready and available for pickup, but as of today she has not collected it.

  All prescription work at our office is verified for accuracy prior to dispensing, and our equipment is routinely serviced and maintained according to manufacturer and health guidelines. 

  We remain willing to provide the refund check to Ms. ******** upon return of the lenses. 

  Customer Answer

  Date: 11/04/2025

   
  Complaint: 24042374
  
  I am rejecting this response because: 
  I do not find the businesss response satisfactory.
  When I picked up my glasses from Manatee Optometry, I specifically asked for my old lenses to be returned. The staff told me that the lab did not send them back, and they were not available. Now, in their BBB response, they are claiming I did not request them which is false.
  The lenses made from their incorrect prescription caused eye pain and discomfort. Another eye doctor confirmed that the prescription from Manatee Optometry was wrong.
  I paid $145 out of pocket, and I only requested a refund because the product was not usable. I do not wish to return the lenses because they are installed in my personal frame, and I no longer have any other lenses since this office failed to return my old ones.
  I also feel the doctors language was unprofessional and intimidating, especially when he accused me of potential refund fraud. That is not how patients should be treated when they have a legitimate concern about poor care.
  I am asking the BBB to keep this complaint open and record my experience as unresolved. I no longer wish to return to this clinic due to the unprofessional conduct I experienced.
  Sincerely,
  ******** ********
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 11/16/2025

  We appreciate the opportunity to clarify the facts of this case.
  
  
  First, the statement that Ms. ******** requested her original lenses at the time she picked up her glasses is incorrect. She did not request her old lenses during her pickup appointment. If she had, they would have been immediately provided. This allegation appeared only after she later requested a refund while insisting on keeping the new prescription lenses.
  
  
  Ms. ******** continues to claim that the prescription we provided was incorrect and caused eye pain and discomfort. However, in her own complaint she confirms that she continues to wear the lenses and refuses to return them. As explained to her, no business or optical laboratory can process a refund while the customer keeps the productespecially prescription lenses that were custom-made specifically for their frame and cannot be reused or resold.
  
  
  At no point was I unprofessional or intimidating. I simply informed Ms. ******** of a factual reality recognized by both the optical industry and insurance providers: attempting to keep a customized medical device while demanding a refund can be viewed as refund fraud. This was not an accusation but a clear explanation of policy and compliance requirements.
  
  
  To resolve this matter, a refund check for $145 has been ready for Ms. ********* The only remaining step is for her to return the prescription lenses she claims are unusable. She has repeatedly declined to do so, despite stating that the lenses cause discomfort. Her refusal to return the product is the sole reason this matter remains unresolved.
  
  
  We remain fully willing to complete the refund immediately upon return of the lenses. This is a standard and reasonable requirement and has been communicated to her clearly and professionally.
  
  
  In summary:
  
  
  She did not request her old lenses at pickup.
  She continues to wear the lenses she claims are unusable.
  No intimidation or unprofessional conduct occurred; she was properly informed of refund policies.
  The $145 refund has been available and waiting for her once the lenses are returned.
  
  We are still ready to resolve this matter as soon as Ms. ******** exchanges the lenses for her refund.
  
  
  Sincerely,

  Dr. ****** *. Lascaibar 
  
  
  
  
  
  

  Customer Answer

  Date: 11/17/2025

   
  Complaint: 24042374
  
  I am rejecting this response because:

  Consumer Rebuttal Not Satisfied
  

  I do not accept the businesss response, and several statements they made are factually incorrect.
  1. I DID request my original lenses at the pickup appointment.
  When I picked up the glasses, I asked for my old lenses back. The staff told me the lab did not return them. This directly contradicts the businesss statement to the BBB. If my lenses were truly available immediately, they would have handed them to me.
  Instead, I was told they were not returned and could not be given to me.
  This is the first inconsistency.
  2. I am NOT wearing the incorrect lenses.
  The lenses from Manatee Optometry caused eye pain and discomfort. Another provider confirmed the prescription was wrong. I stopped wearing those lenses and now use a completely new prescription from a different doctor.
  The business falsely claims I continue to wear their lenses. That is untrue.
  3. Their refund fraud statement WAS intimidating.
  No patient should be told they are at risk of refund fraud simply for asking for their money back after receiving an incorrect prescription.
  It was not presented informationallyit was clearly used to pressure and scare me.
  This is not normal or appropriate communication in a healthcare setting.
  4. They now demand the return of lenses installed into my frame, but they kept my old lenses.
  Because they failed to return my original lenses at pickup, if I return the new ones now, I will be left without any lenses at all.
  This is extremely unfair to the patient and would leave me unable to use my own frames.
  5. The business continues to shift their story.

  Their claims changed multiple times:

   First: They said I needed to come in and sign for a refund.

   Then: They said I needed to bring the lenses (which they never told me beforehand).

  Now: They deny that I ever asked for my old lenses, even though their staff told me the opposite.
  This pattern shows unreliability and inaccurate statements.
  6. I am no longer seeking a refund.
  

  Due to the repeated misinformation, threats, and inconsistent explanations, I do not feel comfortable returning to this office.
  I only want the BBB to record this complaint as unresolved and keep it on file to protect future patients.
  
  In summary:
  I did request my old lenses at pickup.
  I do not wear their lenses.
  Their fraud language was intimidating.
  Returning lenses now would leave me without any, because they lost my original pair.
  Their statements to the BBB are not accurate.
  I am not seeking further contact with this business.
  

  Thank you,
  ******** ********