Complaints

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

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  Visionworks

  175 E Houston St San Antonio, TX 78205

• 

  VisionWorks

  7850 Mentor Avenue #368 Mentor, OH 44060

• 

  Visionworks

  1161 Randall Park Mall North Randall, OH 44128

• 

  Visionworks

  240 East Waterfront Drive Homestead, PA 15120

• 

  Visionworks

  1713 Route 228, Suite F Cranberry Twp, PA 16066

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:05/24/2025

  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 want to report a situation with the Visionworks store at the ************************, **********, ***I went with my daughter for our eye exams and were led to the back of the store by the manager, ******** M, to a place with two chairs. One chair was in front of a machine that supposedly checks your eye health. The other chair was in front of two other devices: one that measures eye pressure, the other one used to focus a little image (sorry, not an expert on this).I believe the whole experience and scripting of the questions are built to defraud customers.After asking a few questions about my medical story, ******** then asked me to sign some forms in which she said I was agreeing to do the "eye health exam" (or something similar) with a copay of $35. I was initially confused by this as my copay as per my insurance agreement for an eye exam is $15. I signed the form and then came my daughter's turn. ******** asked the same questions and then asked me to sign similar forms for my daughter. This time I specifically asked if the eye health exam was covered by my insurance. She said no, and that's why I had to pay the copay of $35. I told her I wasn't interested in any service that was not covered by my insurance, and she went back to cancel my previous approval and change the forms to be signed for my ************, that's an attempt to defraud customers at least. First of all, that eye health exam is not included in my insurance, and she should have been transparent in saying so from the get-go. Second, the first place she sat me was in front of the eye health machine, which led me to believe that I had to start there. Third, she said the $35 was a copay. It was not. That was an extra service charge. My copay was $15 and not for something I had not requested. I also witnessed her offering the same script to other customers. I've been a customer of that store for the past 15 years, but unfortunately, it's time for me to go elsewhere.

  Business Response

  Date: 05/30/2025

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ******* La Camera.  After reviewing the details of the complaint, a member of management has reached out to ******* about his concern and ******* confirmed the charges were corrected the day of his visit.

  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank ******* for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks

  
  

• Initial Complaint

  Date:05/17/2025

  Type:Sales and Advertising 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 was seen at this location on 2/1/25, an order was placed for contact samples which I was told would be in around 2/15/25, but maybe longer. By 4/5/25 I had not been notified that the contacts had been received and reached out to the office. On my initial call I was told they would have to call me back. When I was called back I was told that only 1 contact sample had been received and they would reorder the samples. I had to ask that they go ahead and order the boxes and asked if they had other samples on hand that they could give me. There was no follow up on additional samples. I called back on 4/8 to confirm the boxes had been ordered. On 4/15 I was notified that the boxes had arrived but had already began developing an eye infection due to overuse of the contacts I was given at the time of the initial appointment. I had to go to urgent care on 4/17 due to the eye infection caused by the contacts. I returned to visionworks on 4/19 to get the boxes and was told that I could not have the boxes at that time and would have to use the samples because the acuity of the contacts had to be checked, the boxes that were ordered were opened to give me samples out of them. I was given two sets of samples at that time. They were supposed to order new boxes of contacts and I was to come back to have the acuity checked. As of 5/17 I had not received an update from them and called back. I was told that the office manager would be calling me back but it was unclear if the boxes that were supposed to be ordered on 4/19 were actually ordered or not. The original contacts were not able to be located either. No solution could be offered as the employee I spoke with did not handle contact orders and said that she would have the office manager call me as well. I simply want the contacts that were supposed to have been ordered months ago.

  Business Response

  Date: 06/04/2025

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ********* ****.  After reviewing the details of the complaint, management has attempted reaching out to ********* but has not been able to reach her. ********* received her order on 5/30.
  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank ********* for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks
  

  Customer Answer

  Date: 06/04/2025

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

• Initial Complaint

  Date:05/08/2025

  Type:Customer Service 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've been in contact with customer service for two weeks now. I've expressed frustration and concern that any time they tell me they've escalated an issue I never receive any correspondence back. In fact any communication I've had with visionworks is via customer service whether they be through the phone or email. At the end of February I got an eye exam the store had to order my contacts. They gave me a one month contact to use because they didn't have the one I normally purchase. I get my new contacts and the order form shows my correct prescription *****, however the box i received is *****. I've asked numerous times to receive the correct prescription. I'm not sure why anyone has to call me to fix this. Im past the time to change my contact and im not going to use contacts that aren't strong enough when that's not what I paid for. Going to the store location is useless because they barely have enough doctors there and sometimes none at all. I want the prescription I paid for and I've waited long enough. I've been going through visionworks for decades and usually dont have an issue but any time I do have an issue it's always the most upsetting experience because no one ever wants to fix the issue that the company in someway shape or form caused.

  Business Response

  Date: 05/14/2025

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ***** *****.  After reviewing the details of the complaint, a member of management has reached out to *****. A new order was submitted and trial lens were provided while the new order is processed.

  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank ***** for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks

  
  

• Initial Complaint

  Date:05/07/2025

  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.

  On April 12th of this year, Visionworks required me to come in from an eye exam, and instead if paying about $100 USD just to get my frames replaced, I paid closer to $270 to find my prescription had barely changed. I was supposed to get those glasses by April 26th. They never came, and I didn't get any updates from their website's tracking function. I complained but was only told they'd been lost and the replacements would be put on the rush list. This was last week.Overall, I have been waiting close to a month for my new glasses. As a result, I have no choice but to wear my broken ones. The damage means they dont fit correctly, which affects my vision.

  Business Response

  Date: 05/07/2025

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ******* ******.  After reviewing the details of the complaint, we have confirmed the order arrived at store today and are ready for pick up. We have spoken to Cameron and provided an update that his order is ready and he can stop by when convenient to pick up his order.

  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank ******* for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks

  
  

  Customer Answer

  Date: 05/07/2025

  Complaint: 23298685
  
  I am rejecting this response because:

  I am not fully satisfied. I still believe Visionworks owes me some form of refund or compensation for this matter. They gave me no updates until I complained, and overall their performance is not deserving of what they charged me. If nothing else, I believe I should receive some form of compensation for the consequences of their actions. For the negative effects on my health that have come from having to wear broken glasses. Headaches and the pain of the frames digging into my skin because they don't fit right due to being broken. Visionworks states in their code of business conduct that they strive to do the right thing. I ask that they do the right thing.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:05/01/2025

  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.

  On 4/25/25 I went to vision works my insurance covered 100% contacts and 300 in glasses plus exams so I did exams and when I picked out glasses was told it would cost 500 out of pocket with a 60% discount including extras scratch proof progressives ect. They explained that it was the extras that was costing so I said take off the extras the price didn't change so that is 300 from insurance, 500 out of pocket including a 60% discount. What glasses anywhere cost this much? It don't make sense.

  Business Response

  Date: 05/06/2025

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ******* ******.  After reviewing the details of the complaint, a member of management reached out and discussed the experience as well as reviewed the charges/pricing. 
  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank ******* for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks
  
  

• Initial Complaint

  Date:04/28/2025

  Type:Product 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.

  4/9/25 I paid $272 to Vision Works at *************** for an eye exam and contacts . I paid $143 for 3months of contacts and $129 for contacts fitting . 4/17/25 my contacts was ready for pick up but I never received a notification until I called 4/25/25 and got a email 4/26/25 stating that the grey contacts were ready for pick up just for my contacts to not fit my entire pupil and I would like a refund . My contacts was never fitted properly and I did not receive a good deal at all to have been there for hours.

  Business Response

  Date: 05/15/2025

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ******* Davis.  After reviewing the details of the complaint, a member of management has reached out several times including on 4/30, 5/6, and 5/14. At this time we have not heard back from *******.
  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank ******* for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks
  

• Initial Complaint

  Date:04/28/2025

  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 have previously requested to no longer receive solicitations or marketing materials from Visionworks. Dispite my request, I continue to receive marketing materials. I do not want to receive any phone calls, emails or mail from Visionworks with solicitations or marketing attempts.

  Business Response

  Date: 05/08/2025

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ***** ************.  After reviewing the details of the complaint, we have submitted the request to be removed from our mailing list. We attempted to contact ***** to provide an update but were not able to connect. A message was left on 4/28 and 5/8. At this time we have not heard back.
  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank ***** for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks

• Initial Complaint

  Date:04/20/2025

  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.

  A pair of glasses were ordered on 3/20/2025 and the following day I called to cancel the order. My money has yet to be refunded even though I was told on the phone that it would take up to 10 days to refund my money when it has been a month.

  Business Response

  Date: 04/23/2025

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ***** ******.  After reviewing the details of the complaint, a member of management reached out to ***** and a refund was processed.
  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank ***** for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks
  
  

• Initial Complaint

  Date:04/15/2025

  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.

  On 4/14 I went to vision works to get an eye exam.m for glasses and contacts. I had scheduled an appointment the previous week. This morning, about 2 hours prior to my appointment I call to confirm the location I believed it to be and to confirm that they accept my insurance, I simply asked, do I have an appointment at your location today, she looked me up and responded no. So we ended the call and I called another one, she was nice enough to actually look into the matter, identifying that they cancelled my appointment only an hour prior for no knowledge of insurance provider, hello you could have called, so this other office was nice enough to verify my insurance and reschedule my appointment all for the original office. I went in and the independent optometrist was great, fantastic service and his staff that tested me beforehand, however I let them know up front I would be avoiding the retina test which insurance doesnt cover that they charge $35 for, they said they would do the diluted eye drops that is approved instead at no cost. And when asked the doctor said , eh are you experiencing any of these issues? Youll be fine. But hello, these exams only happen once a year or so. Delaying runs the risk of losing a year of actionable response. Any way moving forward I get taken to the counter and I ask how much its going to be out of pocket for the exam, the sales *** states $15 is your copay. Im like why am I even paying anything isnt it included, and she said no. So it became my understand which I had to ask and dig for that glass eye exam 100% covered, contacts exam, you pay $15 for. So I was like okay fair enough. Then we went over contacts options, prices including my credits from insurance were more than double that of buying outright at ******. So I said just charge me for the exam. Then the price went up to $50! I asked how, she said youre not buying contacts its $50. She then said its not their policy its my insurances. Unethical sales, investigate

  Business Response

  Date: 04/18/2025

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ******* *********.  After reviewing the details of the complaint, a member of management has reached out and a refund was provided for the contact fitting.
  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank Cameron for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks
  

  Customer Answer

  Date: 04/18/2025

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

• Initial Complaint

  Date:04/12/2025

  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 needed the frames for my eyeglasses replaced, which would have only cost around $96.00 USD. My doctor at this location instead cancelled my order for new frames, and I was told I had to come in for an eye exam. There were no significant changes to my vision, and I ended up paying about $268.00 for the whole affair. My time has been wasted and I have been unfairly overcharged for services I didn't need but was forced to get in order to get new frames.

  Business Response

  Date: 04/14/2025

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ******* ******.  After reviewing the details of the complaint, we have reached out to *******. ******* explained he ordered on another website a complete pair of glasses with prescription lenses. Unfortunately, the last prescription on file was expired and a new eye exam was needed. We discussed with ******* that there are limits by law on how long a prescription for glasses and/or contacts can be valid and when a prescription is expired a new exam would be needed before ordering prescription eyewear.

  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank ******* for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks
  

  
  

  Customer Answer

  Date: 04/14/2025

  Complaint: 23196028
  
  I am rejecting this response because: The greedy people at Visionworks would rather hide behind the law to make sure they keep my money. I'll be sure to let anyone who asks know that they're happy to make sure people pay far more for what was just supposed to be a simple repair. They didn't even give me that option; it was buy new glasses or go away. Then, not seeing they wouldn't get more that $100, they decided to railroad me. They lie about customer care as easily as they breathe.
  
  Regards,
  
  ******* ******

  Business Response

  Date: 04/14/2025

   When we spoke with ******* he stated the broken glasses and the new pair he was wanting to purchase was online with Eyeconic and not Visionworks. Prescription glasses require a current and valid prescription. When a prescription expires a new exam must be completed before an updated prescription can be provided.

  Customer Answer

  Date: 04/14/2025

  Complaint: 23196028
  
  I am rejecting this response because: Visionworks doesn't care and refuses to offer so much as a sincere apology for the ramifications of their actions. From the physical discomfort to the ill effects on my vision from wearing broken glasses. They can hide behind their excuses and the law until the end of time. This is not acceptable at all and I'm left believing they were dishonest and greedy. That all they wanted was to get as much money from me as possible. Especially when my prescription had no significant changes. I will take my business to a company with stronger ethics.
  
  Regards,
  
  ******* ******