Complaints

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

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  Eyecare Partners, LLC

  15933 Clayton Rd Ste 210 Ballwin, MO 63011-2172

• 

  Clarkson Eyecare

  2498 Dixie Hwy Crescent Spgs, KY 41017-3010

• 

  Eyecare Partners, LLC

  1064 State Route 28 Milford, OH 45150-4940

• 

  Clarkson Eyecare

  10539 Harrison Ave Harrison, OH 45030-1943

• 

  Clarkson Eyecare

  441 Vine St Cincinnati, OH 45202-2821

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:09/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 visit with a provider on May 24, 2025, and paid in full for the visit and glasses, the amount was $549.92. Shortly after, I started receiving messages that I owe $505.92. I have now called their billing ***** 8 times, and their billing portal still shows that I owe that amount. They are blaming the switch on a new system; they can see that I paid in full in their old system, but they can't yet get the new system synced to show zero balance. The problem I have is that I have low confidence that this will get resolved properly. Every time I call, I seem to get different answers. The first few times I called, I was told that it had been escalated, but I found out later from talking to a supervisor that the escalation(s) never actually occurred! One time I called, I was told that it was just a week away from going to collections (even though I previously had been told that my account was placed "on hold." But that time, I was told it was no longer on hold.). I keep having to follow up, to at least make sure my account is on hold, and that it is still escalated (although for something to be escalated, and still not be resolved several months later, seems like a contradiction to me!). If this does indeed go into collections, I'm not even sure what my recourse would be. A lawsuit? I have perfect credit, and won't stand for something out of my control to ruin it. At least they are telling me they see it's been paid in full (the provider's office does, too), and I have a receipt that I paid, as well as my credit card bill. I just feel really helpless as this has played out, and it just smacks of incompetence. As much as I like my provider, I'm considering going somewhere else for future eyecare needs.

  Business Response

  Date: 09/25/2025

  We apologize to this patient for the frustration with our record keeping. What the patient says is correct, we do have a new system that uses multiple applications for day to day opeations as well as claim filing and billing. Unfortunately these systems do not comunicate well with each other which is why the office can see that the patient owes no balance (having paid on the date of service) while the billing portal shows a patient balance in the amount the patient paid. As our company rectifies these issues, all patient statements and collections in the new system have been turned off, and the patiet should receive no notification in regards to unpaid bills or collection notices. We have lifted to operations leadership over this location who will be reaching out to the patient within 3 business days. If the patient does not receive this contact, we encourage them to follow up with us here through the BBB. We again apologize to this patient for the confusion and frustration and thank him for his feedback. 

  Customer Answer

  Date: 10/01/2025

  Complaint: 23918711
  
  I have reviewed the business' response and am rejecting it because:

  
  While everything the company says, regarding the issue, is true ...

  1. This issue took over four months to resolve, and I had to follow up on it frequently

  2. I was lied to (or at least given erroneous information) on several of my calls to them about the issue

  3. I did NOT receive a callback within three business days, as promised

  I am an extremely dissatisfied customer, even though the issue has been resolved, as of October 1, when I called them again (my tenth call to them regarding this issue).

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

• Initial Complaint

  Date:09/20/2025

  Type:Sales and Advertising 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.

  July 7th had eye appt to get new glasses. Ive been a customer here over 20 years always get the thinnest lens I can they sent back the glasses and they were very thick lens I refused them, they said theyd send back to get correct lens. Glssses came back two more weeks exact same; employee even admitted she didnt think theyd even been attempted to be corrected. I said Id pay for exam and photos but wanted a refund on the glasses and Id find some elsewhere. I had written a check. I ask how long for refund the employee said well it can take a while. Waited two more weeks and called to ask status, lady laughed and said oh honey, it will be a LOT longer than two weeks! Kept pressing her about how long exactly and she finally said ***** WEEKS. Seriously 3 to 4 MONTHS to get $500+ dollars back my check cleared the bank two DAYS after my initial appointment. Wrote email to ** ****** who finally called another week later and said there was nothing he could do. Its absurd they think this is ok and sadly I read reviews after this happened where people said it had been a YEAR and they still had no refund! Very shady business practices! Zero customer service. I want my refund!

  Business Response

  Date: 09/22/2025

  We apoliogize to this patient for the frustration waiting for her order as well as the frustration waiting for her refund check. We have escalated this matter to leadership over this location who is working with our refunds team to expedite this patient refund back to them. If the patient has not received contact from the leadership over this team withing the next 3 business days with an update, we encourage the patient to reach back out to us here through the BBB. We thank this patient for their feedback as we work towards a resolution. 

• Initial Complaint

  Date:09/15/2025

  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.

  This complaint is regarding Clarkson Eyecare's billing department ONLY. On 8/5/25 I ordered a pair of glasses and a set of lense for an old pair of frames I have. On 8/6/25 I called the billing department to cancel JUST the set of lense for my old frames that totalled $435.79. I was told by ****, reference # **************, that she will cancel the lense but I had to call back in 2 weeks to initiate the refund. When I asked why I had to do that she said, that is just they way we do things. I called back on 8/20/25, spoke with ***** and was told he would initiate my refund. I then called my credit card company and told them. They have issued an investigation into this also. As of 9/15/25 I have not received a refund so I called again to be told that the refund had not been issued and the person will do so today. I want my refund of $435.79, but would also like the company to look into better refund practices.

  Business Response

  Date: 09/16/2025

  We apologize to this patient for the frustration with their refund and thank them for their feedback. Refunds back to credit cards should be able to be processed in the office and should not take this long for the patient. We have escalated this to leadership over the office to investigate. Someone from our operations team will be in contact with this patient within the next 3 business days. If the patient does not hear from our leadership over the location we encourage the patient to reach back out to us here through the BBB. 

• Initial Complaint

  Date:09/05/2025

  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.

  I would like my prescription to be changed. I got my glasses less than 3 months ago. I thought because some things were blurry that my eyes needed to adjust. I was told that I had 3 months to get my prescription changed, then the story was changed the *** said that they give 30 days after that I will have to pay out of pocket. I don't think that's fair I have to pay for a mistake in my prescription. i think that they should fix the mistake because I'm doing business with the company. I probably will not go back to that location again.

  Business Response

  Date: 09/08/2025

  We apologize to this patient for their frustration with their prescription. We have reached out to leadership over this location to investigate. Someone will be in contact with this patient within the next 3 business days. 

• Initial Complaint

  Date:09/02/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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 paid out of pocket $****** for an office visit at Clarkson ******** in ************ on June 16 2025. I also provided them with my insurance card. They filed a claim for ****** with my insurance for the same office visit. My responsibility for that claim was $59.92 I contacted the billing department numerous times about refunding the difference. I also contacting my insurance who validated that Clarkson ******** had been paid for the office visit on June 26 2025. At this time I have not received my refund of $88.81.

  Business Response

  Date: 09/08/2025

  We apologize to this patient for the frustration with their claim. We have escalated this complaint to leadership over the office who will be working with our internal billing department to rectify this patient's accout according to the insurance claim. This patient will receive communication via phone from our company within 3 business days. If that communication does not happen, we encourage the patient to reach back out to us here through the BBB for mediation. 

  Customer Answer

  Date: 09/08/2025

  I have already reached out to them on 4 different occasions about this claim since June 16 2025. We are now in September. They have told me in June that I had to ***** days for my refund, on 2 different occasions in July they told me they had to resubmit the claim which never happened and they were waiting for a claim being paid from the insurance company. The insurance reached out to them about that and in August they were escalating my billing question. Why is the same case now that were in September?There has not been any changes since June. This company has already been paid by my insurance as well as me paying them out of pocket for this claim.  

  Customer Answer

  Date: 09/08/2025

  Complaint: 23823801
  
  I have reviewed the business' response and am rejecting it because: they are stalling and the reason they are giving has been given already back in July 2025 & August 2025. I have already reached out to them about this so Their reason is not satisfactory. They have my credit card on file so there should be no delays on issuing my refund.
  
  
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:08/26/2025

  Type:Delivery 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.

  Dear Team,I am writing to formally express my concern regarding a bifocal lens order placed on July 4, 2025 with Eyecarecenter **** location at ******************************************* The order was placed over the phone with Ms. ******** I provided the frame and paid in full at the time of order.Following the placement, I was instructed not to call directly and to expect a callback after July 27. Unfortunately, I did not receive any communication until August 12, when Ms. ******* left a voicemail stating the lenses were still not ready and would be completed by August 18. That date passed without any update. After submitting a web inquiry on August 20, I received another voicemail on August 22, indicating the lenses were still delayed and that Ms. ******* would follow up within two business days after checking with the lab. That follow-up has not occurred.This is my second attempt at placing this order. My initial request was made in May with Mr. ******* at the same location. After waiting nearly nine weeks without resolution, I contacted him to inquire about the delay. Regrettably, he responded with inappropriate and profane language. When I reported this to Ms. ******** she acknowledged the issue and offered to restart the order from scratch, asking for my continued *********** of today, nearly four months have passed, and the lensesurgently needed for my special needs childremain undelivered. Despite multiple assurances, communication has been inconsistent, and the delay has caused significant distress.I respectfully request the following actions:1. A clear update on the current status of the order 2. A guaranteed and expedited delivery timeline 3. An appropriate resolution for the prolonged delay and lack of professional conduct I sincerely hope this matter can be resolved promptly so that my child does not continue to suffer due to this extended wait.Thank you for your attention and understanding.Warm regards,***** ?? ************

  Business Response

  Date: 09/08/2025

  We sincerely apologize to this patient, not only for the delay in their order but for their experience with our team in this location. This patient's inquiry has been lifted to leadership in the office for investigation and resolution. If the patient does not receive communication within 3 business days, we encourage them to contact us back here through the BBB so we may escalate and provide a resolution for this patient. 

• Initial Complaint

  Date:08/17/2025

  Type:Billing 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.

  On May 6th, 2025, I visited the Clarkson EyeCare located at **************************************. At the completion of my visit, I paid my balance in full, $608.54. Its important to note here as a policy, Clarkson EyeCare will not authorize the manufacturing of any eyewear, material shipment prior to payment in full, payment is due at the time of service.Three months later, early August, I began to receive multiple text messages, and emails from Clarkson informing me that I had a bill in the amount of $204.35. Upon calling Clarkson, I was told that I owed $204.35. However, after asking some questions of the person in billing, they could not tell me with what those charges were for other than to reference my May 6th visit, which again, was paid in full on May 6th. The numbers from the bill in the messages, versus the number I was being given on the phone did not match. The messaged **** stated total charges to be $1332.24, billing said *******. I explained how this must be a billing error, and requested an itemize bill of my May 6th visit to review with my insurance provider. First thing I noticed when it arrived was its numbers didnt match the two Clarkson numbers already stated. Upon further inspection of the itemized bill, I noticed that one line item had a price of $364.00 but listed the patients price at $474.00. When I reached out to BCBS ******, *** numbers that were submitted by Clarkson for billing, didnt match anything Clarkson previously listed. *********** looked over the claim, and the **** then concluded from what they could see on their end that I had paid in full on May 6th.Based off the fact that I was paid in full on May 6th to the point Clarksons own policy of ordering nothing before full payment was satisfied, and that none of the numbers provided by Clarkson match up at all, I believe is proof that this bill is an error and needs to be deleted.

  Business Response

  Date: 08/19/2025

  We thank this patient for lifting this to us for further review. Leadership over this location has been made aware of the patient's billing inquiry and is working with our internal billing department as well as the patient's insurance to ensure that the claim was processed accurately. Someone over this location will be reaching out to the patient with further details shortly. 

• Initial Complaint

  Date:08/06/2025

  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.

  Went to Clarkson Eyecare on 2/8/2025 and paid a lot of money, in full, for eye exam, glasses and 1 years worth of contact lenses. On 6/4/2025 I began receiving email and text messages that indicated I still owed them money. I thought it was a scam. I called them to find out if I actually owed them, and to ask for an explanation and detailed breakdown of why. They mailed a bill which was vague and did not match or make sense with my original receipt/records. I also reviewed insurance documentation which also does not match their billing, but they had paid as agreed per my original receipt. I called again and was only given an option to leave a voicemail, which I did and still have not been contacted to this day. So, I physically went to their office and they indicated they made an error. It was sent in for correction/review and was told I would hear back. I again heard nothing and now, 8/5/2025, was sent a new higher bill, and they are threatening to send to a collection agency. I cannot get anyone to respond or explain what the bill is for, 6 months AFTER being seen by them and paying in full. It appears from their invoice that they are trying to increase their pricing after they have already made the sale. Ridiculous customer service and total, very intentional lack of transparency. They should not have authority to report a collection when they don't know what they are doing, what they are charging, and cannot answer to their own very sketchy billing. In my opinion, they are scamming people, and I am sure that many people just pay the bill without asking questions. They need to be investigated, and buyers need to beware.

  Business Response

  Date: 08/11/2025

  We apologize for the frustration this patient has experienced while getting a bill for services in February of this year. Our biling department has investigated and pulled the explanation of payment for this patient's insurance claim. The breakdown is as follows: Per the ***** Patient owes $10.00 for exam copay, $49.00 for contact lens exam services, $811.80 for contact lenses, $39.00 for eye imaging,$71.04 in sales tax. This totals to $980.84 that the patient should have paid on the date of service. Per the patient's account, this patient paid $859.07 on 2/8/2025, and $11.73 on 7/29/2025. This leaves a balance due of $110.04. We are happy to lift to leadership over the location to investigate again, however this information was pulled directly from the explanation of payment our company received from the insurance company and was notated in the patient's account on 6/21/2025. 

  Customer Answer

  Date: 08/15/2025

  Complaint: 23710227
  
  I have reviewed the business' response and am rejecting it because: my receipt clearly show that my price for the contacts is $690.03 and NOT $811.80 as they claim. 
  
  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 08/15/2025

  We understand the receipt the patient has had home from the day they checked our does not indicate an $800 Balance for contact lenses. This receipt is before the patient's insurance has processed the claim. The receipt also indicates in the lower right hand corner the balance for the patient at the time of checkout pending insurance. Unfortunately a quote of benefits is not a guarantee of claim payment. Patient accounts are finalized upon our company's receipt of a processed insurance claim, not at checkout. There is also a note in the middle of the attached paper that states "A portion of your bill will be filed to your insurance company. Once they process the claim you may be responsible for any co-pays, co-insurances, deductibles, or non-covered services"

  Customer Answer

  Date: 08/19/2025

  Complaint: 23710227
  
  I have reviewed the business' response and am rejecting it because:

  
  My 2 insurance policies have not changed.  They have years worth of my records. They made a mistake. Claim to insurance was inaccurate. 
  

  Receipt and billing by this company are in violation of unfair and deceptive practices act. Not transparent to customer or insurance, and it appears to be intentional.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:08/06/2025

  Type:Billing 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 an eye exam on 12-10-2024. I told the clerk my supplemental insurance would pay the balance of the exam excluding the refraction charges. She said I had to pay the $23.32. Old **************** paid on 12-30-2024. I have called at least ten times asking for my refund. I was told the refund was OKAYED on 3/12-2025. On 7-16-2025 and 7-30-2025 I was told I would get my refund within a week. To date that has not happened. I think since they were paid by me on 12-10-2024 and my insurance carrier on 12-30-2024 they have had ample time to correct their error.

  Business Response

  Date: 08/11/2025

  We apologize for the frustration this patient has experienced while waiting for their refund. We have lifted this to leadership over the location and someone will be in contact within the next 3 business days. If the patient does not receive contact we encourage them to reach out here through the BBB. We thank this patient for their feedback and for the opportunity to resolve this issue for them. 

• Initial Complaint

  Date:08/01/2025

  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.

  I went for a scheduled annual eye exam on July 24, 2025. Before the eye exam I called my insurance as I had changed it since my last visit the year prior. I wanted to ensure I knew my benefits beforehand because l had a problem with this location about my benefits last visit. After, I called this location of Clarkson eyecare and made sure that they were in network with my new insurance, they told me yes and that there's nothing to worry about to come to my appointment.Keep in mind last visit I had done a contact exam and purchased *********** I came to this appointment and they had the papers printed with my old insurance so I scratched that and wrote my current insurance yet again. I also checked the contact box where Im interested in Contacts today. I gave them the paperwork and the lady came back to me and told me we did get your information in the system. We just had this printed out since yesterday so it had have your old insurance on it. I said OK great everything seems to be going according to plan. Fast-forward to my eye exam the doctor gives me a pair of contacts to try on and check that it fits my eye properly. I then went out to have a chat with the representative to order my contacts. This is where the problem occurs. She showed me a paper which she had shown me the year prior so l didn't think anything of it. She told me to sign this paper it just means that I explained the way ordering Contact is. Then she proceeds to say that they are not in network for Contact only for glasses and that I would have to pay for the Contact exam out-of-pocket. I was in shock. I had triple check this and it is extremely unethical for her to even do this as I had spoken to her over the phone. I told her I'm not OK with this and why is this the first time I'm hearing of this after getting the exam done. She said she was unaware. That is her job. I told her bill my insurance as I'm covered for Contacts. She told me that if it doesn't work, they will be sending me a bill.

  Business Response

  Date: 08/12/2025

  We apologize to this patient for the frustration. At this time there is no balance on the patient's account and the claim is in process with the patient's insurance plan. We have reached out to leadership over this location who s happy to look into this and reach back out to the patient within 3 business days, however there is no balance due from the patient at this time. This could change after the patient's insurance processes the claim, however this would be at the direction of the patient's insurance company. We thank this patient for their feedback and for the opportunity to investigate their visit with us.