Complaints

This profile includes complaints for Dr. Tavel's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Dr. Tavel has 21 locations, listed below.

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  Dr. Tavel

  2839 Lafayette Road Indianapolis, IN 46222

• 

  Dr. Tavel

  3636 S East Street Indianapolis, IN 46227

• 

  Dr. Tavel

  8139 Pendleton Pike Indianapolis, IN 46226

• 

  Dr. Tavel

  3536 W 86th Street Indianapolis, IN 46268

• 

  Dr. Tavel

  4523 E Main Street Richmond, IN 47374

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:05/03/2023

  Type:Service or Repair 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  My glasses and lenses where replaced one time to my recollection. At no time am I trying to get a free product for no reason. The second pair of lenses are defective as where the ones Dr. Tavel replaced the first time. This time the anti-reflective coating on the lenses are flaking and wearing off on the edges instead of having un-washable spots all over the lenses like the first ones with blue blocking and anti-reflective coating. Dr ********************** wants to argue that the warranty is based on the first pair of glasses I received and the replacements have zero warranty. From what I've been told of Dr. Tavel's warranty along with ***** lens's warranty with Dr ********************** is that it is two years. per ***** lens Rep..  This is not about unlimited replacements its about providing a product that does not have defects in it. I would not be writing this complaint if my lenses did not have any defects in them, as seen in the files attached. At this point I would take a new pair of lenses, as I am awaiting disability, am disabled and do not have the funds to purchase new lenses, as Dr ********************** says is the only solution. If I did that I would spend over $200 with a warranty the defects would happen again, then would be replaced with those replacements having no warranty on them. This makes zero sense. If I purchase a product and it is defective the manufacture replaces that product. If the defects keep happening the manufacture takes a look at their product and why it is failing and not blame the customer as they are trying to get a free product. I'm sure I'm not the only customer to have this problem with ********************** otherwise they would not offer a warranty for $40. If what I was told was true Dr.********************** buys the coating from ***** and applies them to their own lenses.
  
  Regards,
  
  *********************************
  

  nd over the past year I noticed my new replacement lens's anti-reflective coating start to flake off every-time I wash my lenses. ( I had them just put anti-glare coating on my new lenses.) There was also a crack in my replacement frames on the left temple near the hinge. After speaking to ******* again in late April and early May of 2023, the regional manager for the ********, ******* area and her boss, they all refused to replace my frames or lenses under the pretext that the 2 year warranty on the frames and lenses only would apply to the original defective frames and lenses in 2020 not the new 2022 replacement ones. This makes zero sense to me. They provided me with two defective products and denied to take care of their customer due to manufacture defects. As it turns out I am having ********** currently replacing my frames as they are under their warranty of two years. I would like to have my lenses replaced and placed in my new frames I'm receiving from **********. That only seems fair.

  Business Response

  Date: 05/04/2023

  I have spoken with our Operations Director and this is her response. 

  We have already spoken with this patient and informed him that we will not replace his lenses.  His original purchase, as he stated was 1/6/2020.  We replaced his complete pair under warranty on 5/10/2021.  We replaced the complete pair again on 1/24/2022 as he stated there was a defect with the frame.  Now he is attempting to claim another defective product but has been wearing these glasses since 1/24/2022. This is out of warranty at this point, and we have explained to the patient that there is no unlimited warranty on his glasses.  We will not be replacing this since it is no longer covered under warranty and because the patient is trying to claim defective product each year on his glasses that were purchase in 2020.  

  Business Response

  Date: 05/06/2023

  This is from our Director of Store Operations:

  When I spoke with **********************, I did let him know that we have a complete pair offer for $39.98 that he can purchase.  Due to his product no longer being under warranty, we will not be able to replace the lenses in his current pair.  We have spoken with our ***** lens rep and were informed that their warranty is valid for 2 years from the original date of purchase, and it has been more than 3 years since the original date of purchase.  We did replace his lenses and frame under warranty in 2021 and 2022. At this point, the only option that we have for ********************** is to purchase new lenses for his frame, or he can take advantage of our $39.98 complete pair offer which includes a frame from our Vision Values collection, and single-vision plastic uncoated lenses.  We will not be replacing the lenses under warranty again, as it is now 2 years outside of our in office warranty, and 1 year outside of any manufacturer warranty since the original purchase was made on 1/6/2020.    
  
  Thank you,
  
  ***********************
  Director of Store Operations and Training
  ************************************************************************
  Cell: ************

  Customer Answer

  Date: 05/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Hello,

      At no point do I remember having my frames and lenses being replaced two times before this current set of defective lenses.The only thing I remember was a defect in the frame when I came for a first fitting to my recollection. I purchased the first glasses with a warranty on 1/06/2020. The glasses were then replaced due to defects on 2/10/2023 to a brown color, not red, because they did not have them in stock. The lenses where also downgraded to just anti-reflective coating and not with blue blocking. ***** told me the warranty was two years for their lenses. ***** said that was their policy, but they where going to side with their "customer" Dr ********************** about my lenses on going back to the first pair of lenses for a warranty. I find it very unfair and uncaring that I have been given defective lenses for a second time around and apparently they have no warranty just because. It is not my fault the anti-reflective coating is in such poor condition that it flakes off every time they are washed. ***** also told me the lenses I have are not ***** branded lenses and that Dr ********************** must being using ***** anti reflective products to make lenses. There is obviously something wrong in the manufacturing process with the way Dr. Tavel lenses and produced. Like I said before I am disabled and awaiting my disability hearing. Also, per my most recent eye exam at Dr ********************** in July of 2022, I have a major issue with glare. If my current lenses where replaced and I was told there is no warranty after the replacement pair the issue would be over. 
  
  Regards,
  
  *********************************
  

  Business Response

  Date: 05/15/2023

  I understand that ********************** does not agree with this resolution, however; as stated in prior responses, at this time ********************** will have to make a new purchase as we will not continue to extend the warranty.  At this point, there is nothing more that we can offer other than the discounted rate of $39.98 for a complete pair of glasses which would include a frame from our Vision Values collection with single vision plastic uncoated lenses that was suggested to ********************** over the phone and was mentioned in the previous response.  There is nothing more that we can do for ********************* if he is not willing to purchase a new pair of glasses, as we have already allowed him to extend the warranty beyond our 1-year warranty on two different occasions.  We will not continue to go back and forth with ********************* on this, as we have made it clear to him that we have already gone above and beyond to replace his glasses two separate times outside of the 1-year warranty that he purchased from **, which was done as a courtesy. The manufacturer warranty is good for 2 years from the date of the original purchase, and the manufacturer has also stated that this is out of the warranty period as well with the original purchase taking place in January of 2020. ********************** is welcome to pick up a copy of his prescription or we can provide him access to it via our patient portal if he is interested in purchasing his eyewear elsewhere.  This is the final resolution that we can provide on this matter.
  
  Thank you.

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

  Director of Operations

  Customer Answer

  Date: 05/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  Hello,

  Your warranty replacement glasses should be guaranteed to be without any manufacturing defects for several important reasons:
  

  1. ****************** A guarantee of no manufacturing defects ensures that the replacement glasses meet the required quality standards. It demonstrates that the manufacturer has implemented rigorous quality control measures to prevent any flaws or issues during the manufacturing process. This assurance of quality gives you confidence that the replacement glasses will perform as intended and last for a reasonable period. Mine did not.
  

  2. Customer Satisfaction: Warranty replacements are meant to rectify any problems or defects encountered with the original glasses. By guaranteeing no manufacturing defects in the replacements, manufacturers prioritize satisfaction and strive to provide a product that functions flawlessly. This commitment to customer satisfaction enhances overall experience and reinforces trust in the manufacturer's brand. Yours did not.
  

  3. Long-Term Reliability: Warranty replacement glasses should be free from manufacturing defects to ensure their long-term reliability. Defects can compromise the structural integrity and performance of the glasses, leading to premature wear, breakage, or malfunction. By guaranteeing defect-free replacements, manufacturers assure that the glasses have undergone thorough inspection and are built to withstand regular use over an extended period. Yours did not.
  

  By offering a guarantee of no manufacturing defects in warranty replacement glasses, manufacturers emphasize their commitment to quality, customer satisfaction, and long-term reliability. This provides peace of mind that the replacements will be free from any issues arising from the manufacturing process. My replacement was not free from issues at any time.
  
  Regards,
  *********************************

  Also, Today I was told there are three redemption term in your policy when someone pays for a warranty.
  

  
  

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair 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.

  First they didn't tell me there was no doctor on site and they gave her wring rx ,even after she told them she could not see, and she couldn't drive . Then the receptionist ******** be little my minor daughter 17 who check In about money. ******** was very Rude and made my daughter feel bad (Without me. I called earlier and they okayed it,even took her ID at check in. )

  Business Response

  Date: 02/13/2023

  The patient has been refunded in full for the services.  There seemed to be a lot of miscommunications between the staff, the patient, and the patients mother. 

• Initial Complaint

  Date:10/26/2022

  Type:Customer Service 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.

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

  Business Response

  Date: 10/28/2022

  Is this any other information you have on ************************* to help us locate her in our system?  DOB, Phone Number, which location did she visit?  This will help us figure out what went wrong.  Thank you

  Business Response

  Date: 11/01/2022

  Sent patient information to Supervisor, will let you know a response.

  Business Response

  Date: 11/07/2022

  The regional supervisor called and talked to the patient and ************ (Optometrist) has put through her old brand she is wanting Avaria Vitality Toric 6 pack. She has access to her RX through her patient portal and she is wanting to keep the Ultra contacts she has ordered with us in process.  At this time everything should be good with the patient.