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:05/12/2025

  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 had vision checkup at this location. I used my insurance *********. They told me I owed 30 dollars copay and thats all I had to pay for my vision exam and glasses at the day of the service which I paid. Now I am getting a statement saying I owe them 99 dollars for my frames. When they already told me that the insurance will cover the rest. I have called to dispute this charge and they said the insurance company decided not to pay. This should have been known at the time of service/purchase and not make people buy something saying it will be covered by insurance to later find out its a trap to get people buy the frames and giving them false information about their insurance coverage and later charge them. I have called to tell them I can return the frame so that I dont owe the money and they said they cannot take the frame back and that I still owe 99 dollars. This business is committing fraudulent activity and targets people who have limited ability to speak English. They need to be investigated. I spoke to the ****** name ****** ************.

  Business Response

  Date: 06/12/2025

  Dear BBB Complaint Analyst ******* *****,
      We would First like to thank you for bringing this matter to our attention. At Pearle vision ,we strive to provide quality service to all our patients and take every concern very seriously. After receiving this complaint ,we immediately contacted the patient's insurance company to further review and reprocess the claim for the frame in question. A new claim has been submitted,and we are currently awaiting the insurance company's response to determine if any additional adjustments can be made.We will notify the patient as soon as we receive any updates. Our goal is always to provide the best possible service to everyone who walks through our doors,regardless of background or language barriers. We strive to close any gaps in language barriers where possible, we do so by having multilingual staff speaking Spanish, French, Bengali, and Hindi where possible. We proudly serve a very diverse community and prioritize communication and our staff are deeply committed to treating everyone with fairness, respect and care .
  We regret any misunderstanding or frustration this situation may have caused.We remain committed to resolving this matter once the insurance review is completed .
   As of today 06/12/2025 12:02pm the claim is still in process 
  claim#******************

  through ********* (insurance company)

  Sincerely,

  ********* *************** ****** 

  Pearle Vision 

  **************************************************;

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

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