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

  10566 Loveland Madeira Rd Loveland, OH 45140-8962

• 

  Clarkson Eyecare

  2498 Dixie Hwy Crescent Spgs, KY 41017-3010

• 

  Eyecare Partners, LLC

  1064 State Route 28 Milford, OH 45150-4940

• 

  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: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. 

• Initial Complaint

  Date:07/29/2025

  Type:Billing 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 have received multiple alerts that I owe for a visit on 4/9/25. With each of these alerts, I have requested a full reconciliation of my account as I believe that the $142.12 is in error and a duplicate charge. My request is for Clarkson Eyecare to provide:1. One invoice for $86.52 for my visit on 3/17/25. I will pay this, but it keeps being lumped in with the visit on 4/09/25.2. A full reconciliation of my account to assess whether or not the $142.12 is truly due. I have asked for this repeatedly and not received an answer. My requests are concrete and reasonable. If more information is required, I will provide it. However there should be enough information on my account with ********************** to get started; I have called multiple times.

  Business Response

  Date: 07/30/2025

  We apologize to this patient for the frustration. Recently out company changed computer systems which has caused some background noise and incorrect statements to go out to patients. All billing statements and account collections were paused on 7/10/2025 while we investigate and correct this issue. The patient should receive no more statements until such a time as our billing system is fixed. Unfortunately we do not have a timelilne for this. If the patient has recieved a notice dated after 7/10/2025, we ask them to respond here and to provide a copy of the the notice or a screen shot so that we may lift to the appropriate parties. 

  Customer Answer

  Date: 07/30/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I am attaching a copy of my invoice dated 7/30/25. Please escalate and update me at ******************************.
   
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:07/10/2025

  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.

  In December of 2024 my daughter went to an appointment at Clarkson Eyecare in ***********. She was able to complete the exam and order glasses. The office billed the incorrect insurance which caused an out of pocket cost of $368-$378 approximately. Once I realized the error I contacted the billing team who advised they will forward to the appropriate insurance. Once we confirmed the insurance information of file was accurate which took 2-3 follow up calls they asked for ***** days for processing. Myself and/or my daughter continued to follow up and was given the same details and in April was advised that they would escalate it as they needed information from the store. When the billing team was contacted on July 10 they advised they were now outside of the timeframe to file the claim and my daughter would need to go to the office where the transaction room took place as they arent following up on the escalation as requested internally. So now as a college student were being advised they cant do anything and to go to the store for reimbursement.

  Business Response

  Date: 07/21/2025

  We apologize for the frustration that this patient has experienced. We have escated this to leadership over the location who has been in contact with our internal billing department, as well as the patient's insurance to re-file the claim to the correct insurance plan for the patient. We thank this patient for reaching out and encourage them to reach our directly to the location for any issues they may have. 

  Customer Answer

  Date: 07/31/2025

  There have been no claims filed to my insurance company. The date of service was December 18, 2024 the patient was my daughter **** **** ****** dob. 

  Business Response

  Date: 08/15/2025

  We must have missed the notification that this complaint receioved a response from this patient. Please communicate to the patient that we will work with leadership over the office and our billing department to investigate why there is no claim on file for the patient's daughter. 

• Initial Complaint

  Date:07/01/2025

  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.

  11/21/2024- Appointment with Dr. ******* for routine eyecare. In the appointment he asked where I worked and the length of time I spend on a daily basis in front of my computer. He then told me that employees who work for the State of ******** are eligible for separate computer glasses, and to talk to my sales rep *** about the coverage. *** helped me pick 2 frames and the lenses to coincide. I was told my total for both lenses and the appointment were $326.40, which I paid through my FSA card. I distinctly recall asking *** questions about the computer glasses and even have a voicemail from him on 11/21/24 stating that they worked everything out and my total for the computer glasses was $149.70. I have been receiving a bill for $492.30 and the most recent bill dated 7/1/25 states that my outstanding balance is $677.59. I was very clear on the fact that if the computer glasses were not covered, I did not want them and was assured repeatedly that they were. I have disputed this with Clarkson Eyecare and even sent them the recorded voicemail message outlining my total. They have sent me to collections.

  Business Response

  Date: 07/09/2025

  We apologize to this patient for the issues an lack of support in getting her acount rectified. We have reached out to leadership over the office who are investigating the balance withour internal billing team, and who will be reaching out to the patient with an update and estimated timeline for resolution. We thank this patient for their feedback and the opportunity to make this right for them. 

   

• Initial Complaint

  Date:06/17/2025

  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 an eye exam and new frames to put the lenses in the frames. When I picked up the glasses, the worker broke the glasses during a fit test. The office replaced the glasses and now they are charging me again for the new frames where they should have picked up the cost of replacement pair of glasses since their worker broke the original glasses. They are making me pay $266.33 for the new pair of glasses. It is completely unfair since I already paid for the original pair that the worker broke while I was in the office.

  Business Response

  Date: 07/07/2025

  We apologize for the frustration this patient has had with one of our locations in ***** tWe have reached out to leadership over this office and they did state that the optician did break the frame accidentally.  The location offered to remake a complete pair at equal value to the pair the patient came in with. The patient chose a higher dollar frame than what was broken at the office and a discussion was had and noted at that time that the patient would pay the difference between the old frame and the new frame. The previous Office Manager in good faith, allowed the order without payment on that difference which is not typically something our company does, however given the issue this patient had in the office an exception to our policy was made to accomodate the patient. To further help this patient, leadership over this office would like to extend 50% off of the difference in the frame cost taking this balance down to $133.17 if that is acceptable to the patient. 

  Customer Answer

  Date: 07/07/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 07/18/2025

  How will they bill me for this? Will they send me a new bill for this? Please let me know I will just pay the 133 dollars.  Please have them send me the new bill. 

  Business Response

  Date: 07/21/2025

  The office had adjusted the balance to the agreed upon $133.17 and a new statement will be generated to the patient. 

  Customer Answer

  Date: 07/22/2025

  Can you please tell me my next step to pay 133 dollars, there is no attached documents to give me next steps on how to pay Clarkson. They are already sending the bill to collections and the collections want me to  pay almost 300 dollars. Please tell me how I can just pay the *********************************************************************** 
  Thank you!

  ***** Russell 

  Business Response

  Date: 07/23/2025

  This patients account is being checked on by leadership over the location. A new statement will be sent to the patient for the agreed upon amount with a link or phone number for the patient to call for processing. This will come through a collectly text link to the patient, **** mail, or an email alert to the patient.

  Customer Answer

  Date: 07/23/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:06/17/2025

  Type:Billing 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 normally attend this facility for my eye exams for my eye insurance. The doctor started treating me for Glaucoma last year. I had an appointment two times last year. They assured me that my medical insurance would pay the cost. In the whole year, I never received a bill until 2025. Then this eye company told me how much was due. If I knew that my medical insurance was out of network, then I would have gone somewhere else. I can see the first time a mistake but the second time no one informed me of the charges, and I think it's unfair. I believe that this facility should waive the cost. They are charging me $256.74 for June 2024. I havent received a bill for September 2024.

  Business Response

  Date: 07/01/2025

  We apologize to this patient for the frustration and lack of timely follow up. We have lifted this situation to the District Manager and leadership over this practice and have asked them to reach out to the patient with a resolution and results of their billing inquiries. If this patient has not heard back in 48 hours, we ask that the patient contact us back so that we may escalate further to get her a resolution. We thank the patient for taking the time to lift this and for the opportunity to rectify this for her. 

  Customer Answer

  Date: 07/04/2025

  I haven't heard from this business.  What's there phone number and the name of the person who I can address this billing dispute with. 

  Business Response

  Date: 07/10/2025

  To whom it may concern,

  Leadership over this location has reached out to state that they are adjusting the patient's account to a $0 balance to rectify this for the patient. We thank the patient for their feedback and for the opportunity to make this right. 

  Customer Answer

  Date: 07/10/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/16/2025

  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 am filing this complaint regarding a pair of Versace eyeglass frames (Model VE1296) purchased from Clarkson Eyecare at **************************************************, following my eye exam on November 8, 2024. I returned to the office four times:In one week due to physical discomfort, tightness around the ears and slippage down the nose.Second visit, lens alignment issue affecting my ability to see my computer screen. The lenses were remade, but without all original features I paid for. No refund or adjustment was provided.Third visit was another frame adjustment due to ongoing discomfort.Fourth, due to pain radiating into my left eye from the frame arms. I had to switch back to an older pair due to the intensity of the pain radiating into my eye. I went back to Clarksons eye care where they refused to do anything else about my glasses and only offered me a 50% discount on a new frame. I stressed that my complaint was not just about a preference or cosmetic issue but that the glasses frame was affecting my health. Given that I reported the issue early and have documented attempts to fix it, I believe its fair to ask for either a replacement frame or a suitable alternative remedy.I contacted ******* directly regarding warranty and received a written statement confirming that Clarksons in-office adjustments voided my frame warranty. At no point was I informed of this risk during the adjustments. I attempted to resolve the issue locally and through the Clarkson corporate office. I submitted a formal complaint through their contact portal, followed up with a voicemail, and have received no response.I am seeking either a replacement frame, store credit, or refund for downgraded lens features. I am also filing a professional complaint with the state licensing board due to health and ethical concerns.This is not just a customer service failure. It is a serious lapse in duty of care.

  Business Response

  Date: 06/18/2025

  We apologize for the frustration this patient has experienced. Leadership over the location has reached out to the patient to provide a solution to the product issues that the patient describes here. We thank this patient for their feedback and for reaching out in a manner that allows further insight into our offices and resolution of this issue. 

  Customer Answer

  Date: 06/19/2025

  Thank you for your response.
  I would like to clarify a few important points for the record:
  While it is true that I was contacted following my complaint, that contact only occurred after I filed with both the Better Business Bureau and the Vision ******************** Prior to that, my repeated attempts to resolve this issue locally were ignored.
  More concerning, however, is the unprofessional and dismissive conduct that occurred during the resolution process itself, after the BBB complaint was filed. I was contacted by a staff member at the location in question. She referenced the fact that I had pointed out to the district manager that her license appeared expired on the boards websiteand told me she found that offensive. When I attempted to calmly explain that I was simply referencing the public record, she abruptly cut me off mid-sentence, said thank you, and hung up the phonewithout giving me the opportunity to schedule a time to come in for the remake of the glasses that were being offered. That kind of behavior, especially from someone working in a healthcare setting, is not acceptable.
  I followed up with the district managerwho had previously provided me with a contact numberand left a message requesting that all future communication be conducted in writing, as these verbal exchanges were becoming increasingly adversarial and lacking in transparency.
  At this point, given the:
  Poor product experience,
  Lack of informed consent regarding warranty voiding,
  Downgraded lenses without refund (until I pursued the matter), and
  Dismissive, unprofessional treatment during the attempted resolution,
  I believe a full refund is warranted.
  To be clear, the optometrist was not the issue. My eye exam was conducted professionally. The difficulties I encountered stemmed from the optician and the offices handling of frame adjustments, communication, and follow-up.
  This situation was not handled in a manner reflective of the companys stated commitment to care. I remain open to a fair outcome, but that outcome must fully reflect the scope of harm and the mishandling that followed.
  Sincerely,
  ****** ******

  Business Response

  Date: 06/20/2025

  To the patient,

  We sincerely apologize for the experiece that this patient has not only had so far, but also during the resolution of their complaint. Since this rebuttal was submitted, the office manager of the location contacted the patient via email per the patient's request and apologized for the interaction over the phone earlier this week and also included the District Manager in that communication. A screen shot of this email is attached for reference here. At the time of this response, neither the office manager or the District Manager have had a reply from the patient via email or any other communication type. In the email, the office manager asks the patient to communicate any issues that are left unresolved so that they can facilitate a fix. However, given the interaction the patient states they experienced with the office manager over the phone, we understand if the patient is reluctant to communicate with the office manager and encourage the patient to communicate solely with the District Manager whose email can be found in the communication attachment provided. We thank the patient for lifting the tone and manner of conversation that they had with the office manager, as this does not reflect our company values and want to assure the patient that this has been and will continue to be addressed with the leaders of this location. 

  The District Manager of the Downtown office will be contacting the patient via email per the patient's request within the next 2 business days. If the patient does not receive this communication by the end of the day on 6/24/2025 we encourage a response here so that we may help facilitate an outcome for the patient.  

  Customer Answer

  Date: 06/21/2025

  Thank you for your response. I appreciate Clarkson Eyecares effort to have this issue resolved as soon as possible.

  For clarity, I dont always have access to my personal email while at work, so although I did not get the chance to respond to the office managers message, I replied to the District Managers email at 3:09 p.m. on June 20, well before this BBB update was posted. I have attached a screenshot of that reply for documentation.

  In that message, I confirmed my decision to proceed with the offer of a full refund and noted that I would prefer to handle all future communication in writing. I believe this aligns with a clear and respectful resolution process.

  I appreciate the opportunity to correct the record and look forward to receiving confirmation regarding the refund timeline and next steps.

  Sincerely,

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