Complaints

This profile includes complaints for Horizon Eye Care PA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Horizon Eye Care PA

  135 S Sharon Amity Rd Ste 100 Charlotte, NC 28211-3870

• 

  Horizon Eye Care PA

  10520 Park Rd Ste 100 Charlotte, NC 28210-0105

• 

  Horizon Eye Care PA

  185 Joe Knox Ave Mooresville, NC 28117-9169

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  Horizon Eye Care PA

  11835 Southmore Dr Ste 100 Charlotte, NC 28277-4820

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  Horizon Eye Care PA

  11010 David Taylor Dr Ste 100 Charlotte, NC 28262-1575

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:03/07/2025

  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 purchased a pair of *********************** prescription sunglasses in November 2023, through insurance from Horizon Eye Care.I only wear my glasses when driving and when having a migraine while driving. So I didnt wear them daily. Im filing my complaint b/c my frame is disproportion(larger) on the left side. This week my friend noticed that my glasses looked odd, after discovering this I tried to contact the office. With fail attempts and leaving messages, a week later I received a call from ******* in Optical on 3/07/25. I explain to her my concerns. She adamantly stated that my warranty has expired and implied that I may have caused this. And she said that she didnt know how and where I kept them. I explained that I keep in my hard shell case. Let me explained the frame on the left side is disproportion and that this is a poor workmanship of the frame and I couldnt have done this. If the optical representative, ****** who filled the prescription order and call me to pick them up, would have inspected my glasses closely; she would have noticed it and could have reordered another pair before picking them up but she didnt. I do understand that its been over a year and I am just contacting them about my glasses. But I dont wear them everyday. ******* wasnt any help and I asked to speak to the Optical manager, *****. I havent heard from her yet. Im simply want to resolve this matter.

  Business Response

  Date: 03/17/2025

  The Nov 2023 purchase referenced by the customer was for frames with grey lenses, unlike what's in the picture.  Having written that, if the customer would like to bring them into the office for us to check them out, we will assess them and may be able to resolve the matter.  

  Customer Answer

  Date: 03/18/2025

   
  I am rejecting this response because: Horizon Eye referenced my frames with grey lens. Thats incorrect; my frames and lens are black. I took a picture of my glasses on a white countertop with under cabinet light. After reading the business response; I took my glasses into the office on March 18, 2025 and left them with assistant ****. He informed me the Lab would inspect them & ***** will be calling me. 
  

  Business Response

  Date: 03/25/2025

  We've spoken to the patient and have agreed to replace the frames.

• Initial Complaint

  Date:08/02/2024

  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.

  First of all, I think theyre scrubbing the reviews. They should have more negative reviews. I scheduled surgery for my eyes. I had a work conflict so a week later I called back to try to reschedule surgery. For three days in a row, I called every day and sent an email every day. I cannot get a response from the surgical coordinator *******************. I finally had to call the front desk and someone there had to get her to call me back. When she called me back, she had a serious attitude. Its obvious shes not capable of doing her job. Regardless, she would reschedule one of my eyes, but refused to reschedule the second eye. The time between the surgeries was going to be so far apart there was cause vision problems, and headaches. I tried multiple times to reach her with no response. I showed up at the office to try to meet with her and was treated with disrespect and poorly. I asked for my records that I was going to another doctor, and I have yet to receive those. I want to refund for all of the money I spent there. The doctor was rude and capable of doing his job.

  Business Response

  Date: 08/02/2024

  The consumer mentions three concerns in this complaint:  customer service challenges, a medical record request, and a request for a refund.

  Horizon ******** strives to provide excellent customer service in all interactions.  Upon investigating the consumer's complaints, we found discrepancies in the details.  Multiple members of the Horizon team felt physically unsafe by his aggressive behaviors and words, his rudeness, and his demands.  Additionally, he described our team members as "snowflakes and millennials," threw an insurance card at our team member, demanded to see the doctor when he didn't have an appointment, made threatening comments to the practice like "wait until I come back!", and made damaging comments to other patients on his way out, etc.   The consumer is in the process of being dismissed from our practice because of his behavior.  

  The request for medical records has been processed and is going out to the requestor at the provided address.  The carrier will pick them up either today or Monday and should arrive within a few days.

  While we are extremely disappointed in the poor feedback on our operation, we feel there is no refund necessary given the circumstances.  The patient was charged appropriately for the services provided.

• Initial Complaint

  Date:05/29/2024

  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.

  My son ***** had an appointment with ***************. We asked for a regular annual checkup covered by our vision insurance. Instead of checkup, *************** proceeded with a follow up of previous medical type visits without asking for consent. There were no medical concerns at the time of the visit. The follow up medical visit is not covered by the vision insurance and we were forced to pay $170.02. Several customer service calls and visit at the ************'s office didn't resolve the issue.

  Business Response

  Date: 05/30/2024

  We have researched the patient's complaint and as a result decided to file the claim with the patient's ***************** VSP, auth # ********, and requested the Medical classified visit to be voided.  We apologize for any confusion and will work to better educate our team on the nuances of routine vision billing versus medical billing.  Thank you for bringing this matter to our attention.

• Initial Complaint

  Date:03/26/2024

  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.

  Horizon eye care billing department did not process the check I wrote for my cataract surgery the information was given over the telephone. I received a bill stating I stopped payment on the check I was charged ***** I did not stop payment, they then send out another bill with now a charge of ***** claiming their bank could not locate the account the check was drawn on ********************* my daughter ************** wrote the check she had more than enough funds to cover the check. No one from Horizon eye care bothered to verify the account or to find out what the problem was. I spoke to the billing department and I am still getting a bill for ***** which I do not feel I owe because I did not stop payment the account is open. I paid the ******* by credit card on 3/1/2024. The promblem is on their end.

  Business Response

  Date: 03/26/2024

  After reviewing the patients/'s billing records and notes, it appears there was an issue with his/her bank not being able to "locate the account."  We have documentation of the conversation with the patient's bank but don't feel comfortable placing the patient's bank records on a public forum.  Again, we believe this to be a banking issue and not a Horizon issue. 

  Because we value the patient's business and our reputation, we have decided to zero out the patient's balance anyway.  We have adjusted the patient's account per their request.

  Customer Answer

  Date: 03/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:12/13/2023

  Type:Billing 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 have been repeatedly billed since 2021 for a bill that was already paid in full in 2021. I have disputed the bill including with receipts in 2021. The bills keep coming and now in 2023 I have been erroneously sent to collections after having been told by Horizon employees that the bills were an error on their part and not to pay it. I cant get anyone at Horizon to help me with this problem despite multiple attempts in person and by phone.

• Initial Complaint

  Date:06/30/2023

  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 April 14, 2023, during my visit I made a payment of $411.59 that would cover the payment for my visit made on January 20, 2023, they applied this payment incorrectly. Since I have continued to receive charges related to my visit on January 20, 2023, I sent a message asking that the payment I made on April 14, 2023, be applied. *********************** sent me an invoice that shows $0.00 on 05/17 /2023. However, they kept sending statements charging me $345.93. I sent several messages, which have been ignored.

  Business Response

  Date: 07/06/2023

  Horizon ******** did not thoroughly explain the patient's bill for services rendered.  We have contacted the patient directly and resolved the matter to the patient's satisfaction.

• Initial Complaint

  Date:04/05/2023

  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 made an appointment in Jan **************************************************************************** floaters and our family history. I was very specific that I wanted an opthalmologist, and was not going for a typical vision concern, and was told this would be a medical visit, not a vision visit. After waiting nearly an hour past my appointment time, I was called. The assistant started to check my eyes in the machine. I told her I had no concerns with my regular vision and that I wasn't there for a vision exam. She continued and did other various checks when I expressed a second time that that was not why I was there. Finally, the doctor came in, who turned out to be an optometrist, NOT an opthalmologist. I told him the same thing but he replied stating that if I ever changed my mind, I would have the prescription ready. He then started doing the final lens comparison when I said a 4th time, that this is not why I'm here and that I do not need glasses and that's not what my visit was for. I then started to tell him about our family history of blindness and my floater concern. He interrupted before I could finish and said everything was fine and that my vision was good (which I knew). In the end, I was so upset and called and spoke to the manager (who seemed very understanding) when I got home. She said she could see this was supposed to be a medical visit and she removed the refraction, but said I had to call billing to get the appointment adjusted. I have since called the billing department 4 times (3/1, 3/9, 3/13, 3/20) trying to get in touch with the supervisor. Each time I was told she would call back, but hasn't. I was not provided an appointment with an opthalmologist that I requested, and was instead given an unnecessary standard vision exam with an optometrist that I did not request. I verbally expressed this 4 times throughout the exam with no resolution, and my concerns were never addressed.

  Business Response

  Date: 04/26/2023

  The patients concerns were vocalized during their visit but either never addressed or were addressed inadequately.  Consequently, like the patient requested, we have removed the charges from this visit from their account.  Horizon has a long history of providing top notch, patient-centered eye care, by some of the most talented physicians and team members.

  Customer Answer

  Date: 04/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.  I appreciate Horizon reaching out in the end in order to resolve this issue.
  
  Thank you. 
  

• Initial Complaint

  Date:10/20/2022

  Type:Order 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.

  Back in about 2006 I filed a complaint with the BBB because this business started billing me for $10 several months after the office visit. I did this thinking the company was doing the same thing to many of it's customers. The BBB was very helpful and the company was apologetic and courteous.Based on the business response I returned for an office visit in 2016. Many years after my office visit the business once again started billing me for $10.So many years after insurance has already paid, it's impassible to follow up on a claim.It's a fraudulent business practice.

  Business Response

  Date: 11/03/2022

  Patient listed in reference number was seen at our facility on 11/15/2016.   The patients ***************** did reimburse our company on 12/02/16 leaving the patient with a $10.00 copay. Unfortunately, in review of this it looks like the patient did not received the statement for $10.00 copay until 10/21/2017  (10 months later due to a system glitch), as we do utilize a third party company for submitting statements to our patients.