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

  8548 Beechmont Ave Cincinnati, OH 45255

• 

  Clarkson Eyecare

  3978 Alexandria Pike Cold Spring, KY 41076-1816

• 

  Clarkson Eyecare

  441 Vine St Cincinnati, OH 45202-2821

• 

  Clarkson Eyecare

  112 Glover Dr Mount Orab, OH 45154-8390

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:10/29/2025

  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.

  In June 2025 I requested a refund and it's late October and I haven't received my refund. I've called the office in **********,** and you the billing department with no help. I paid cash and I shouldn't have to wait almost month for my refund. Each day I've been to to just wait, with no time line. Please provide my refund ASAP.

  Business Response

  Date: 11/04/2025

  We apologize to this patient for their delay in receiving their refund. We have lifted this complaint to leadership over the location who is working with our refunds team to get this expedited. Leadership over this location will be reaching out to this patient with an *** for their refund within the next 3 business days. If the patient does not receive this contact we encourage them to reach back out to us here through the BBB. We again apologize to this patient for the frustration and thank them for the opportunity to make this right. 

• Initial Complaint

  Date:10/18/2025

  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.

  Clarkson eyecare says it will take 6 months to get a refund for the glasses I cancelled since I paid for check but that is insane because no checks take longer than 4 or 5 business day to clear in 2025 especially with all this technology

  Business Response

  Date: 10/20/2025

  We apologize to this patient for the frustration with a delayed refund. We have lifted this to leadership over the location who is working with our internal refunds team to expedite this for the patient. Leadership over the location will be reaching out to this patient within 3 business days. If the patent does not receive contact, we encourage them to reach back out to us here through the BBB. We thank this patient for reaching out and for their understanding as we work toward fixing this issue for them. 

• Initial Complaint

  Date:10/16/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 into their office on April 11, 2025 and told them I had recently retired and did not have vision care coverage and asked how much an exam would be. They told me $99.00. I said ok and they did the exam and added an additional test without telling me the cost. Total bill (printed out) was $142.00. I paid it and left. A few weeks later, I received a statement of benefits from ********. Clarkson eyecare had invoiced ******** $352.78. ******** made their adjustment and since I had not met my deductible, the balance was $124.21. I immediately called Clarkson eyecare billing line and explain to them that they had quoted me $99 and never ever mentioned that they were gonna ************* $352. Had they mentioned that to me I wouldve left and gone someplace that charges $100 for an eye exam. The billing *** was not able to help me and said that she would have a supervisor call me. About three weeks later I received a call from a woman who wanted to discuss the issue right then because I was not home and I was working outside. I didnt have my paperwork in front of me. I asked her to call back the next day and she never did. I continued to get bills in the mail and have since called them back about three times and then the actual ***** office called me back. I explained the same thing to them that if you had told me you were gonna build ******** $352 I wouldve turned around and walked out the door. After a fairly heated conversation, the lady told me that she would get a hold of her district manager and get back to me. I have-since received a letter saying that since they have not heard from me, which is not true that they were going to turn the invoice into collections. I also explain to them that I have two pair of bifocal glasses that I cant wear because the line is wrong and that they changedmy contacts prescription and I cant see out of the eye that he changed. They need to honor the original quote of $99.

  Customer Answer

  Date: 11/18/2025

  The companies all in the office called me. They said they discussed the issue with their district manager and that they would agree to reduce the bill to $70. I told them no because that is not what I was quoted when I walked in the front door, I have no idea If they are working to Resolve this or not.

   

  Best regards,

   

  ****

• Initial Complaint

  Date:10/15/2025

  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.

  On October 3, 2025, my wife, ********* ******* went to Clarkson Eyecare, **************************************** for a medical condition. They accepted her primary medical insurance but refused to accept her secondary insurance, which is ************ Select, even though their website and *******'s website says that they accept it. Since they would not accept her secondary insurance, they required her to pay a $50 deductible which would have been covered by *******. Since I have a medical appointment with that office, I called to find out if they really don't accept Tricare because their own website says that they do. They admitted that they are falsely telling patients that they do accept Tricare even though they don't!

  Business Response

  Date: 10/20/2025

  We apologize to this patient for the inconveience and thank them for lifting as this is a great training opportunity for our staff regarding this type of benefit. We have lifted this feedback to leadership over the office who is working with our billing departments to ensure this claim is filed properly. Leadership over this location will be reaching out to this patient in the next 3  business days with an update. If the patient does not receive this contact, we encourage them to reach back out to us here through the BBB. In regards to the website, our company does accept ****************** however there are specific locations and providers who are not on panel as providers with this insurance. We have lifted this to our marketing team for review and thank the patient for this insight. 

  Customer Answer

  Date: 10/21/2025

  Complaint: 24021153
  
  I have reviewed the business' response and am rejecting it because: I have not received any evidence that our health insurance bill has actually been filed with *******.  More importantly, we still have not received the $50 refund for the "co-payment" my wife was forced to pay during her visit that would have been completely covered by Tricare (her secondary insurance).  We have been coming to Clarkson Eyecare for over 20 years, and this is truly disappointing, and even more so because I am being mistreated because I am a veteran using Tricare, the insurance for military retirees.
  
  
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 11/04/2025

  This Clarkson Eyecare office continues to refuse to bill our secondary insurance, *******, even though they have promised they would.  I feel that they are engaging in fraud, as their website does say that they accept Tricare, but none of their employees will submit our bill to *******.  There policy to advertise that they accept an insurance that they actually don't, is misleading veterans to go to their business and incur huge medical expenses, when they could have gone somewhere else that actually accepts Tricare health insurance.  By failing to warn veterans to keep away from this business due to its deceptive practices, you are doing a real disservice to the veteran community.

• Initial Complaint

  Date:10/06/2025

  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.

  09-09-25 I had an eye exam on the above referenced date. For the 2nd year in a row I was purposefully attempted to be Overcharged. My exam is covered fully by my ******** Advantage Plan. Clarkson also contacts insure in advance for desired service authorization. It is covered in its entirety at no additional cost to me. Upon completion of exam they attempted to collect an additional $39 from me as a part of exam not covered. I made them aware that my insurance covers the cost of my exam in its entirety as they are aware and no additional cost to me. They advised me changes had been made and part of exam not included in insurance payment. I told them that was untrue, I was persistent and they agreed to remove the $39 charge. It was their intention for me to pay that fee and padtheir bottom line at my expense. Obviously they are doing this to many others and Im sure many are unnecessarily paying. This is worthy of class action lawsuit. Last year, they did not try to collect additional upon completion of exam of exam but rather billed higher to insurance who refused to pay, theoretically leaving that cost as my responsibility. After multiple conversations and much effort that charge too was waived. I was emphatic a year ago that I did not want extras or unauthorized service and yet they did the same thing again this year. Their contention is we removed the extra charges, no problem, end of matter. The reality is it is Fraud and only removed cost because I protested.I provided the example of someone committing retail theft, getting caught leaving the store and saying let me give you your merchandise back. No Harm No Fowl. In affect that is what they are trying to do but it is FRAUD and an investigation of their billing practices will demonstrate that it is standard operating procedure. It is wrong and it is unacceptable.Also, they provided me the wrong prescription upon leaving store.

  Business Response

  Date: 11/04/2025

  We apologize to this patient for not only the frustration of this visit but the frustration from the year before. Our offices do offer wide field retinal imaging at an additional charge to the patient at their annual eye exams. Communication to the patient about this should always be clear that the scan is an additional out of pocket cost to the patient and in some cases can eliminate the need for dilation during an exam due to the 200 degree view of the inner workings of the eye. There are some insurances who cover the cost of this scan as it is a preventative measure that is crucial in the early detection/progression of glaucoma, macular degeneration, vitreous detachments, and other interocular issues that could otherwise go undetected. Most vision insurances, however provide a discount on these services to their clients. It is our responsibility to educate our patients in the benefits of this potentially sight saving scan, however this is always optional to the patient and should never be misconstrued as anything else. We apologize to this patient that this was the case and have lifted this to leadership over the location for further training of the staff. We can confirm that to date in the patient's chart, the only charges from the patient's visit on 9/9/2025 are from the exam that has been billed out to their vision insurance carrier. We again apologize to this patient for their frustration and thank them for their feedback. 

• 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:09/12/2025

  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.

  My husband, son, and myself visited the business for insurance covered eye check up on September 23rd, 2024. They asked if there was any issues and offered us additional services but we clearly stated that only wanted what insurance covered for checkup. They then assured us that one of the things they were doing -eye scan was FOR SURE covered in basic checkup. We then received a bill for this extra scan that we had declined. After multiple calls, they assured us that they would get this bill removed. Instead, we just received a collection notice. We ask that they remove charges immediately from collections and get anything corrected on credit reports.

  Business Response

  Date: 09/17/2025

  We apologize to this patient for the issues that they have had with their account. We have pulled all of the invoices for these patients and are working with our billing department and collections department to resolve. Someone from the leadership team over this location will be in contact with this patient within 3 business days. If the patient has not received contact from us, we encourage them to reach back out here through the BBB. 

  Customer Answer

  Date: 09/26/2025

  Response from business indicated that they would get all 3 of our accounts cleared out and that someone from leadership would be calling within 3 business days but it has been 5 business days now and have not received any call or written confirmation of resolution.  Resolution needs include not only clearing out accounts but any credit reporting asap please.  Thank you.

• 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.