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

  3547 Midway Mall Elyria, OH 44035

• 

  Visionworks

  240 East Waterfront Drive Homestead, PA 15120

• 

  Visionworks

  3030 Brandywine Town Center Wilmington, DE 19803

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:07/25/2025

  Type:Billing 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.

  My wife and I visited Visionworks for routine eye exams. Prior to and during our appointments, we were assured by Visionworks staff that our health insurance provider, ***************, would fully cover the cost of the exams. At no point were we informed of any copay, nor were we presented with or asked to sign any documentation indicating that we would owe anything out of pocket.Weeks later, both my wife and I received bills for $95 each. These unexpected charges came without prior disclosure, which is a clear example of surprise billing. This practice is not only unethical but is explicitly prohibited under Massachusetts law and federal protections regarding transparent medical billing.We believe this constitutes a deceptive business practice and a violation of our consumer rights. We are requesting that these charges be immediately removed from both of our accounts.Attempts to resolve this issue directly with the business have not yet been successful. If these charges are not dismissed, we are prepared to escalate this matter to the **************************************, *********************, and other appropriate consumer protection agencies

  Business Response

  Date: 07/31/2025

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ******* **********.  After reviewing the details of the complaint, our billing team has followed up with Alereza. Store visits are billed based on initial benefit information provided by an insurance provider at the time of service. However, once the insurance carrier provides their final determination, any balances not covered by the insurance carrier are billed as the patient's responsibility. As a one time courtesy for customer satisfaction we have written off the balance associated with these 2 visits.

  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 Alireza for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks

  Customer Answer

  Date: 07/31/2025

  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:07/10/2025

  Type:Sales and Advertising 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 4/30/2025 I purchased a pair of Maui *** prescription sunglasses at full price ($889.95) without insurance. **** advertisement allowed me to get a second pair of sunglasses (of cheaper or equal value) free. I opted for a pair of ****. Around 5/15/2025 the **** glasses arrived and I immediately knew they were not a good fit as I was getting headaches when wearing them. I went back and they ordered new glasses with an adjustment to the lenses. They came in and there was a minor improvement but I was still getting headaches. Because of this I chose to go with a different pair of sunglasses and asked to go with a second pair of Maui *** sunglasses. I was told that Maui *** was not part of the **** and if I wanted them, I would have to pay full price. I mentioned that the advertisement does not indicate that I couldn't choose a second pair of Maui Jims but was told that they weren't and I would have to choose another brand. Stating that the reasoning was "in the fine print". I chose a pair of sunglasses that I do not want or like. After thinking on it overnight, Visionworks is advertising something totally misleading.There is a huge sign in the window that states "BUY ONE PAIR GET ONE FREE, ALL GLASSES. REALLY." The fine print on the sign does not exclude Maui *** or any other product that Visionworks sells.Based on the advertisement and if Maui *** is not part of the ****, then this is advertisement is deceptive and misleading and could be punishable under Massachusetts State Law.I probably would have moved on, but the sign literally says "ALL GLASSES. REALLY." The **** and the Maui *** are the only glasses that I would want.

  Business Response

  Date: 07/23/2025

  Dear *** or Madam,
  
  We are in receipt of your email dated July 11, 2025, regarding the above referenced complaint of Mr. ***** ****** to the Better Business Bureau.  Please allow this letter to serve as Visionworks response to the complaint.

  Our records indicate that Mr. ****** ordered two pairs of glasses on April 30, 2025, using an in-store promotion. Mr. ****** purchased his first pair of Maui *** frames at full price and chose a **** frame as his free pair. Ultimately, Mr. ****** was dissatisfied with his free pair, and we understand that he would like a second pair of Maui *** frames. 

  At Visionworks, we always want our customers to be happy with the glasses they purchase and to have a great experience doing so. We welcome Mr. ****** to return to the Visionworks location and invite him chose the pair of Maui *** frames that he likes, at no additional cost to him.
  

  We sincerely apologize to Mr. ****** for any inconvenience this has caused him.  However, we believe that his complaint is now resolved. Should you have any further questions or concerns, please contact us at the information listed below.
  

  Sincerely,
  Visionworks Customer Service   

• Initial Complaint

  Date:07/03/2025

  Type:Product 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 visited the Visionworks on 05/30/2025, located at ************************************************************. I have ******** but also supplemental insurance, *************** Healthcare. Harvard Pilgrim paid the $95 part of this bill and I have enclosed that document, showing they paid that part of the bill.When I was at this location, they took copies of both my ******** and Harvard Pilgrim Healthcare cards. Today, I received a bill from Visionworks with an incorrect amount. I should not be billed for $95, as *************** paid that. To make matters more confusing, I called MVCS billing support, a phone number given to me by Visionworks. They stated I have a zero balance. The confirmation number on the call to MVCS is ******* or *******, it was difficult to hear on the phone.Harvard Pilgrim already confirmed they covered the cost of the exam ($95). I understand that the $39 for Retinal Screening photographs may not be covered.I am looking for a billing adjustment and a new bill sent to my home. just for the Retinal Screening photographs, which is $39.

  Business Response

  Date: 07/10/2025

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ***** *****.  After reviewing the details of the complaint, we have confirmed with our billing team that the bill had been sent out prior to an update with insurance from an adjustment that was applied.
  
  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: 07/10/2025

  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.
  

  But, Visionworks should reissue the bill with the adjustment made. Otherwise, the customer has no evidence of the resolution in regards to payment.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:06/30/2025

  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 Insurance coverage From ********************* Analyst ( City Of New York Employee) that allows me to pick frames up to $195.I showed the paper with my coverage and the representative insist that I can only pick frames up to $145.I although the frames are there that are available for $195 I was only allowed to pick frames for $145 and lower.

  Business Response

  Date: 07/14/2025

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by **** *****.  After reviewing the details of the complaint, we have made several attempts to reach out to **** including on July 1st, 2nd, 3rd and 5th. 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

  
  

  Customer Answer

  Date: 07/14/2025

  Complaint: 23539364
  
  I am rejecting this response because:

  I never received a phone call from the business.

  They have never contacted me except to do a survey.

  
  
  Regards,
  
  **** *****

  Business Response

  Date: 07/22/2025

  An additional attempt to reach out to **** was made. We received a reply from **** on 7/19 confirming she has since been able to speak to Davis Vision regarding the insurance benefits and received the answers she had regarding the plan benefits and allowances.

  Customer Answer

  Date: 07/23/2025

  Complaint: 23539364
  
  I am rejecting this response because I believe that Davis Vision/ Vision Works and the ********* Vision is very deceptive in their practice.

  I never told Vision Works/ Davis Vision that I accept the plan.

  This was my response to Davis Vision's only communication,regarding this matter. See below

  "To: pvc071
  Subject: [EXT] RE: Davis Vision OSA Plan
  
  Good Morning, ******. I appreciate that finally someone is reaching out to me from Davis Vision. 
  At this point I have already have all my questions answered. I have reached out to my union and those with the answers.
  
  Thanks you for contacting me."
  
  Best Regards.

   

  When I told Davis Vision that I had my question answered it was because I called my Union OSA and was told that  this Flag ship store of Davis Vision told them that other Davis visions allow *** members of the union to choose frames up to $195 but this particular flagship store only offers $149. How can this be?

  How can Davis vision have different prices at differe t stores, for the union?

  Please call the union and get clarification of what Davis Vision now called Visio. Works told them  ********** and what the Union told me.

  I advised ********* that this is very deceptive to tell us up to $195 for frames only to go to Davis Visio now called Vision works to be limited to $149

  Please see the attachments showing the $195 frame limit.

  Thanks for all you do. I believe that Davis Vision is very deceptive in their practice also offering buy one and get second free and  does not offer that to us at the Union.

  I have learnt a good ****** and will no longer use this business I will use the other option the Union offers. Which is ***.

   

• Initial Complaint

  Date:06/24/2025

  Type:Sales and Advertising 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 6/24/2025, I had an appointment with Visionworks at Factoria Bellevue. I don't think I got enough consent or paperwork that they gonna perform a retina scan on my eyes on the day which caused 51 + 39 = $90 unexpected out of pocket pay. I don't think I am fully aware of the cost estimate of today's eye exam gonna be. I am seeking to get this cost waived.

  Business Response

  Date: 07/03/2025

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ****** **.  After reviewing the details of the complaint, a refund of $39.00 for the retinal imaging was completed. Management reached out to Tianqi and at this time has 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 Tianqi for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks
  

  
  

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair 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 daughter Jordin ***** had an appointment on 5/16/2025. She gave her glasses to ****** to get new lenses put in two pairs. She has had the same glasses for 6 years and we have done this multiple times at the same Visionworks. I've been checking the text link for updates. No word from the store. The update said pending, then delayed, now nothing.I called on 5/30 to get an update.********* told me she would need to talk to ****** to get an update.**************** told me they may be lost.I stopped in twice,The second time I stopped in with my daughter, ****** was very unprofessional.********* motioned to her and told her I was the customer they talked about.She said why would I come in if she told me it would take a few days to get a response from the place the lenses are made.I said she told me it MAY take a few days. And asked if there was an update..she was very snide and ************* one has told me what is wrong with my daughter's glasses or where they are.I spoke to Raza(GM) on 6/10 and he shared he had been out on medical. I have not heard back so I continue to ********** 6/13 when I called **** in customer service he asked if someone called me about my replacement. NO The text/update site shows a pair of glasses are now ready. 1 month later.These glasses are my daughter's favorite. She continues to get lenses put in them each year. Her back up glasses do not have the right prescriptions so she is on week 5 of the wrong lenses. The way we have been avoided and not had honest information from the store is disheartening.We own the two frames...and no one can tell me where they are.I have contacted Visionworks and/or stopped in the store.6/2,6/4,6/6,6/9 6/10- the only time Visionworks has called me about this. Raza 6/12 6/13- **** in **************** said he will escalate it to the territory manager....and we wait.6/14, 6/15, It is 6/17 and no one from Visionworks has contacted me since 6/10.I emailed customer service. No response

• Initial Complaint

  Date:06/14/2025

  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 May 25, 2025, I purchased a pair of eyeglasses at the ********* location. I received the glasses about a week later, and I can not see with them. I went to the location today, 6/14/25 to use the 100-day guarantee and have them corrected. Not only did they refuse to fix the lenses they publicly stated in front of other customers that they would not remake them because my A1C could change again, thus violating my HIPAA rights and not honouring their 100-day guarantee. I can't wear the glasses and have gone back to wearing my old glasses. At this point, I just want my money back, which they also refused to do. I will not do business with them ever again. I just want my money back so that I can go to another provider for testing and get the correct glasses.

  Business Response

  Date: 06/20/2025

  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 ***** and he was scheduled for another exam at a different location.

  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: 06/20/2025

  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:06/06/2025

  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.

  Bought eyeglasses from visionworks on 12-31-25. I paid ****** and vision insurance EOB states that I only owed ******.I contacted visionworks billing/customer service on 5/28/25 and spoke to ******* and she stated she would take steps necessary to ensure that if I was due a refund that it would be taken care of and that she would contact me back and let me know one way or the other.I called visionworks back on 6/6/25 and talked to ******* in customer service and asked for a supervisor to call me back to get status of whether I was due a refund or if the claim needed to be resubmitted to the insurance company. No one from visionworks contacted me back today.I simply need someone at visionworks to contact me so that I know that someone is looking at my *** for the claim that they filed and verifying whether or not I'm due a refund.The claim for my eyeglasses was processed and paid on 5/3/25.Greatly appreciate a response back from visionworks.

  Business Response

  Date: 06/11/2025

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ******* ********.  After reviewing the details of the complaint, our billing team was able to review the charges and a refund was issued. ******* was contacted and provided an update.

  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:06/05/2025

  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.

  My apt was June 4th at 10:30. After removing my contacts for the examination, I noticed discomfort in my right eye. This is a recurring issue for me, as I often develop ulcers on my eyes from not removing my contacts each night. Following the completion of my exam, it was time to insert my trial pair of contacts. I informed the employee, whom I believe was named Jermora, that I did not wish to aggravate my right eye further & only wanted to insert a contact in my left eye. She insisted that I would not be able to obtain a trial pair or my prescription without trying them on, which I found illogical since I was using the identical brand of contacts w/ the same prescription! Reluctantly, I agreed to try it on, as I had no intention of returning for this step. She handed me the right contact, which I placed in my eye, but then she tossed the left contact onto the table! I questioned her about why she threw my contact instead of handing it to me, & I was pissed! I stood up & approached the front desk to speak w/ the receptionist. Jermora followed me, accompanied by another employee who concurred that Jermora had not handed me the contact properly. My concern is why she would throw anything at me rather than place it in my hand. This behavior was utterly rude and inhumane! I am not a dog; you do not throw items at me, especially in a professional environment! I felt an urge to express my anger towards her! She denied having thrown the item, and when I inquired about the presence of cameras, the receptionist informed me that there were none. I have been a patron of this establishment for years for my annual eye exams & have never encountered an issue until today. There are numerous individuals seeking employment, yet some employees seem ungrateful for their ********************* ultimately causing their employers to suffer financially. Consequently, today marks my final visit to this company. Vision Works needs to address these issues.

  Business Response

  Date: 06/13/2025

  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 regarding the experience. For the issues with her experience a complimentary 3 month supply of contacts was offered.
  
  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 Jalisa for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks
  

• 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