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:06/03/2025

  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 went to myeyedoctor on 3/20/2025 and was issued an invoice for $543.50. I paid the invoice in full on 3/20/2025. On 4/9/2025 I received an additional bill for $232.00. The bill doesnt explain the additional charges. I believe they are trying to bill me the non-insurance rate and that is why they are sending the bill. I paid the insurance rate on 3/20/2025 and I dont think I have to pay the non-insurance rate.

• Initial Complaint

  Date:01/24/2025

  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 made an appointment over the phone as my eyes are horrible and my right contact was blurred causing me to be unable to see fully causing headaches. When I spoke to the lady she advised I only had a co pay of 10 dollars. Thats fine I had the 10 for that my insurance is commercial through my job. When I entered and started talking to the lady she started naming all the prices of things I needed. Which I didnt need because I have had bad vision since I was 5 years old and wearing contacts since 13. I had a script with me for the type of contacts that I can only use and the size everything. I just needed new contacts and to make sure my vision didnt change which it is ***** with astigmatism in both eyes. I had a report from an ophthalmologist in ************* so I knew I didnt need the photo of my eyes. The lady said I had to pay cash and it was almost 400 dollars plus glasses and contacts. She was not very nice I ask if I could be billed for the rest she said no and proceeded to look down and judge me. Im sorry I have bursted water pipes and I am not able to pay all up front but I need to see. She continued to be snarky and I left. What happened to helping one another in time of need especially being able to see. I wasnt asking for a hand out just to be able to see without a headache.

  Business Response

  Date: 01/29/2025

  
  ***** was in for her appointment on 1/24/2025.  Upon check in, as with all of our patients, we reviewed the services and procedures she was going to receive that day, **********************, retinal imaging, contact lens fitting.  We then reviewed her insurance coverage, as we do for all of our patients, which was a new plan for the patient and also for our office.  We try to educate the patient as best we can on what their personal policy states, however with hundreds of different policies we come across on an office level, not all are clear.  We review with the patient what they can expect to pay out of pocket that same day and we encourage them to contact their insurance agent ahead of the visit to verify or clarify any charges we are suggesting there may be, and payment is due for services on the same day as rendered.  The patient did say she had the retinal imaging done the previous year and did not want the service provided, even though it is doctor recommended.  I told her she was not obligated that day to have it repeated.  We then went on to discuss the contact lens fit.  I let her know that according to what I can see on her policy, it is most likely that it will not be covered.  As a new patient to us, the contact lens portion will start at $100.  It includes the doctor's initial exam, the verbal consultation on her wearing schedule, what she was prescribed in the past, what type of lens the doctor recommends going forward, and any follow up consultations that she may need throughout the year, either in person, or over the phone.  The patient stated that she had her prescription with her from her last doctor from ******* and it was not necessary for the doctor to do that part of the examination.  She stated that ******* never charged her for her contact lens consultation in the past.  I explained that My Eye ** has no affiliation with ***************, and I cannot speak to how their doctor's or practices bill.  Her prescription that she had in hand was expired, which may not have been known at the time of scheduling, so we would not be able to order contacts for her based on that.  I suggested that she have the basic comprehensive exam and eyeglass prescription today, and that would be covered under her policy, with only the $10 copay that was explained while booking the appointment.  She was upset that we wasted her time, and were charging her for something that she hadn't been charged for in the past (at a different practice with a different company).  I never said she had to pay cash, I never said it would be $400.  On a personal level, of course I have empathy for someone going through life's challenges and I do not pass judgment.  However, managing a medical practice, I'm not able to lead with just my heart.  I did offer her options to only receive the services that were covered, or within her financial means at the time.  I also offered to schedule her at a later date.  This would give her time to research her policy.  With the office full of additional patients that were patiently waiting to be seen, she loudly expressed her dissatisfaction with the appointment results, again stating that it was a waste of her time and she was contacting the Better Business Bureau.  I said it was ok if she did.  I gave her my name when she asked.  She told me again that she was contacting you.  So again, I said ok.  I was not going to engage in an argument or debate in a room full of people also here for our care and service.  I only wanted to provide her with full transparency about what the full exam would entail, what the estimated cost would be based on her insurance policy, and provide her with the materials needed to improve her vision needs, whether necessary or elective.  ***** is always welcome back as a patient.  We will provide her with the same care as all of our patients receive.  
  
  
  Thank you,
  
  ****** ******
  

  
  

• Initial Complaint

  Date:12/03/2024

  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.

  on 11/14/24 I brought in a new prescription and a pair of $490 frames that I had purchased there. I had eye surgery and wanted to put the new prescription in. They charged me $654 for the new lense. Glasses were to be ready 11/28/24. On or about 11/28 they called me and told me that they had broken my frame and I could buy another one for 50% off. I told them that I had no more money to spend on glasses. They told me they would look for another frame. I call on 11/30, and they hung up on me. I called again and they told me they would have a supervisor call me. No one called. I called on 12/1/24 and they told me they needed time. They have charged me $654 for nothing (I still have no glasses) and broke my glasses. I HAVE ASKED FOR MY MONEY BACK AND MY BROKEN GLASSES. THEY SHOULD NOT BE ALLOWED TO JUST KEEP MY $654. PLEASE HELP ME. i have no more money to spend on glasses.

  Business Response

  Date: 12/16/2024

  
  Good Afternoon *****,
  
  I am responding to ******** ****** ID ********.  She is stating that because the lab broke her frame during lens insertion, that we should replace her frame and lenses at no cost.  I had agreed to honor this even before she contacted you.  It is policy that every patient signs and agrees to pay 50% of a new frame replacement and lenses are no cost,  should this exact situation happen.  I have attached a copy of her signed agreement with the frame information included.  However, as I stated previously, even though we had a prior agreement for her to pay 50% of the frame, I agreed to waive the contract that she signed with us and replace the frames and lenses at no cost, saving her over $200 that is due to My Eye Dr.  
  
  Thank you,
  
  ****** ******
  
  

• Initial Complaint

  Date:06/06/2023

  Type:Product 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.

  Purchased Coach glasses $1168 on May 18.
  Picked up glasses on June 3. Instead of a Coach eyeglass case, the glasses were in a cheap plastic generic case. For $1168 I expect to get the case that comes with the glasses.

• Initial Complaint

  Date:02/08/2023

  Type:Product 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.

  My husband and I went to this Optical Branch for vision exam and lenses on 1/14/23. We paid for it all (except an exam that is added without mentioning previous and not covered by insurance) and were told our new lenses/glasses would be in in 1-2 weeks.
  
  We returned on 1/28/23--2 weeks later since my daughter had her vision appointment and were advised that our glasses were not completed.
  I was told: "The frames were received by the lab, but the lab stated they never received our prescriptions" The lab never contacted MyEyeDr to advise of that, then sent the frames back incomplete. Supposedly they send the prescriptions electronically and don't include it with the frames.. Which is the dumbest thing I ever heard of! (perfect example of what can happen mentioned above)
  
  I asked questions such as: why wouldn't they call you?, why weren't they sent back to the lab as soon as you got them by express mail with a prescription included?, etc. I was promised that they would be sent back Express to be completed.
  
  I contacted them on 2/7/23 to check the status twice... I finally received a call before they closed, and was then told: "The lab somehow lost our frames!! Then found them, and were now working on the glasses". And now hopefully they will be sent out on 2/13/23--- which is now going into a 5th week without new corrective lenses.
  
  I find all of this to be totally unbelievable and unacceptable. This company seems to be incompetent! I have yet to hear from any Managers, etc. that can give me any kind of proper response to the imbecilic responses I have received from this company. My biggest regret is not reading or searching for reviews before I switched to this place from where we went previously.

  Customer Answer

  Date: 02/14/2023

  I have been contacted by MyEyeDr via Facebook messenger.  They researched my complaints and solely put blame on lab in NC..   They are hoping my glasses will be done today (2/10) and my husband's possibly on 2/15.  

• Initial Complaint

  Date:09/06/2022

  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.

  11/05/21
  I had complete eye coverage for the services I received this included exam, glasses and diabetic eye check. At the time of service I was not charged anything and my insurance was accepted. I then receive a bill 6mo later for a bal. of $180.00 I tried to resolve this several times with the co. via mail and phone, I even sent an outline of my eye coverage from the time of the appointment. I explained this in the last conversation with one of the companies reps. he said it would be taken care of and now I am still receiving a bill, I should have 0 bal with this co. The first bill they sent was for $180.00 now they said there was an insur. adjustment and bill is now $105.19, I had complete coverage, I really just think their billing dept. has no idea what they are doing. I would just like to get this resolved and have them fix my account. The account#*************,