Complaints

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:04/30/2024

  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.

  They've gave me a contacts prescription instead of what I asked for and wanted, while they've tried to convince me to wear the contacts and stating my eyes would adjust to such discomfort of not seeing as I'm use to. Also I was given the wrong prescription instead of the regular prescriptions that I'm use to. When I've already purchased my glasses with the prescription they've given me. Now this company is making me lose over 300$ because of the rush and mistake with my vision and prescription.

  Business Response

  Date: 05/23/2024

  The patient came in on 03/06/2024 requesting an exam for contact lenses. Patient expressed to Dr. that she would like to be fit for color contact lenses. Pricing was explained to patient (Her Medicaid benefit would pay for her Exam, but she would be responsible for the contact lens fitting and contact lens boxes). Patient put on lenses and was seen by doctor again in the lenses. Dr confirmed fit, comfort, and distance vision were all satisfactory. Patient paid for contact lens fitting and one box of lenses, and left office. She then called the office about 30 minutes later stating the contact lenses were too dry and she wanted her money back. We explained to her that once you leave the office wearing the lenses, refunds were no longer an option, but she was more than welcome to come in to be fit into another brand of lenses. After several phone calls, the patient finally came in and insisted she was not happy and that she could not see clearly, even though her documented visual acuities were 20/20. She insisted the comfort in the new lenses was also not going to work for her and insisted on her money back. Office manager approved a full refund of the contact lens fitting and the box of contacts, even though the patient signed the office paperwork stating she was aware that refunds were not offered for professional services preformed (contact lens fitting). The patient called a few days later asking for her contact lens prescription to be sent to her. The office manager explained that she no longer had a valid contact lens prescription, since lenses were not finalized, and a refund was given. Patient called back a few days later stating she could not see out of the glasses she had made next door at Eyemart Express. After several calls, patient scheduled a glasses re-check visit. At the visit on 04/09/2024 the glasses were checked and patient's vision was checked. Again, visual acuities were 20/20. It was determined that patient needed a bifocal to assist her with close up vision. Glasses were made at Eyemart Express and patient has not called back or returned to share if glasses are working.

  Customer Answer

  Date: 05/23/2024

  REMOVED
  
  
  I am rejecting this response because:
  
  Last time I've got my glasses made at Eyemart was maybe four months ago and I haven't been back there since. Also I mentioned to the Dr that I couldn't see properly out of the contacts, when his assistants recommended that I wear them and that my eyes would "adjust.". What I'd like is to get my glasses made again if possible and that they pay for them by Eyemart as I was told by the staff there and as implicated here. Also I remember submitting my application for both contacts and glasses. Now because I couldn't see properly up close with contacts which gave me a headache and dizziness up close I didn't want them.
  
  
  
  
  
  REMOVED
  
  REMOVED
  *
  REMOVED

  Business Response

  Date: 05/28/2024

  If the patient has issues with their newest glasses prescription, they are more than welcome to call our office for assistance. 

  Thank you.

  Customer Answer

  Date: 05/30/2024

  REMOVED
  
  
  
  I am rejecting this response because:
  
  
  
  Visualize needs to be more specific and helpful when it comes to patients. I was I are that I needed bifocals or what it was called. As I went in for an eye exam and I left with contacts that I couldn't see out of and was being forced to wear. Because I was forced to wear them instead of their concern for my vision we are in this predicament. Nothing that has happened is my fault but that of their own for being upset with me as a customer. Would be nice to get proper eyewear as of now with the bifocals I'm needing. As I stated I couldn't see out of the contacts and because I didn't want them Visualize seems to kick me out of their business for being a dissatisfied customers with their unfair trade in false prices and advertising. 
  
  REMOVED
  
  REMOVED
  *
  REMOVED