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:03/03/2025

  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.

  We Scheduled appointments for Bernice & **** on 1/2/25 & daughter's on 1/4.
  After exams 1/2/25, picked out glasses. When paying for his glasses they were over $700 out of pocket. We asked for a breakdown. Progressive bifocal fee = $375. She said if we bought non-progressive bifocals fee = $25. She explained the difference between them is that he would see the bifocal line. Being a one-income family, we chose lined lenses. We returned 1/4/25 for my daughter’s appointment. We checked in and waited over a half hour before asked me if I realized they did not take her Medicaid. They do take Medicaid, just not her plan. All insurance info was provided at time appointments were made. The clerk apologized for the scheduler making the appointment. **** could not come when I picked up my glasses. I decided the bifocals were not helpful and requested they switch back to single lenses for me. After my lenses came in, we went to Eye Associated 3/1/25 to replace my lenses and pick up ****’s glasses. My lenses were not finished lenses so they needed to be returned to the lab to be finished. **** tried on his glasses. He was not able to see clearly above the line for distance vision. His vision was blurred, which would not work, especially for driving. The rep assisting us explained to us on 3/1/25 that intermediary vision is lost when you have lined bifocals vs the progressive lenses. That was never explained to us prior to this point. I requested a full refund for ****’s glasses and was told they have a no refund policy after lenses are made. They never explained about the intermediary vision loss of the lined bifocals before we ordered, otherwise we never would have purchased glasses for him at this time and kept what he has until we could afford the progressive lenses. We are not happy with the services provided and will not be using Eye Associates to purchase ****’s glasses when we can afford them. Refund amount requested is $404.00 for ****’s lenses and frames.

  Business Response

  Date: 03/17/2025

  Good Afternoon, 

   

  My name is Victoria H*****, I am the office manager of Eye Associates of Cayce. Is there someone I can speak to in regards to this complaint or is this the only form of communication offered? I tried calling the number listed but after not requesting information about a business it hung up on me. Also, I would like to know where the other requests were sent. I see you had the old manager listed so maybe her email? Which has since been deactivated. Please use my email for all further communication; *******@eyeassociatesofcayce.com

   

  Thank you, 

   

  Victoria H*****

  Business Response

  Date: 03/31/2025

  Mr. & Mrs. ******, we are extremely apologetic that you have had a negative experience with our office. As we explained we have a strict no return/no refund policy that was signed by both of you. However, that does not mean that our office doesn't always try to go above & beyond for patient satisfaction. After learning that Mr. ****** was unhappy with the lined bi-focul you were given the option to have them remade to a non-line bifocal (progressive) lens, to better suit his needs. Not only did we offer  to do this remake, we offered to do the remake with a discount due to the miscommunication with your daughters insurance and Mrs. ******'s lenses having to be sent back to the lab. We have yet to get a response regarding this offer and still currently have Mr. ******'s glasses in office for him. 

  
  

  Victoria H***** | Office Manager

  Eye Associates of Cayce

  (803) 794-4444