Complaints

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

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  MyEyeDr

  8614 Westwood Center Dr Fl 9 Vienna, VA 22182-2442

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  MyEyeDr

  6490 Veterans Pkwy Columbus, GA 31909-3567

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  MyEyeDr.

  223 E Main St Middletown, DE 19709-1449

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  MyEyeDr

  7749 Matthews Mint Hill Rd Mint Hill, NC 28227-7598

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  MyEyeDr

  7808 S Tryon St Ste D Charlotte, NC 28273-4299

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:05/17/2024

  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.

  I had a contact eye exam and the doctor wanted me to try new lenses so I agreed. After the exam I was checking out and they asked if I wanted to order a years worth and I agreed. I got a sample pair until contacts came in the mail. After wearing the sample pair for a couple weeks I noticed they became cloudy after wearing a few hours and I had to take them out and clean them if I wanted to continue wearing them throughout my day. I have been wearing contacts for at least 20 years and never experienced this. I opened the contacts I received in the mail thinking maybe the sample pair was bad. The new pair did the same thing and cloudy. I called the office and was told they can replace the unopened box but I was stuck with the other box which was 6 months worth because I opened them. I argued that I dont think its fair to make me pay for something I cant use. I spoke with several different people who became very rude and wouldnt listen to me and finally they said that they will order me a new 6 month supply for the boxes that werent open and I would have to come in once a month and get sample pairs for the other 5 months. I agreed but when I went to pick up sample pair and order the others they gave me 7 months of sample contacts and the lady told me thats how they come when ordered. Why would you have a patient order a years worth of contacts before trying them out? Then refuse to exchange them. I never asked for a refund, just exchange. Now Im stuck with 7 months of trial lenses and no exchange for the other box that was opened. I went to the *********, IN office. Horrible customer service all around.

  Business Response

  Date: 06/06/2024

  Hello, ******************. Thank you for reaching out regarding your concerns. A member of our patient relations team has made three attempts by phone and email to reach you to discuss your concerns and resolve. The local office manager has also tried contacting twice, but was unable to connect. We are happy to look into your experience and the contact lens issue further to provide you with a positive resolution. Please feel free to contact the patient relations team member or your local office manager for further assistance. We look forward to ameliorating your experience soon. Kind Regards, -Patient Relations.

• Initial Complaint

  Date:05/17/2024

  Type:Delivery 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.

  Ha have been to this office six times, every time it's an issue. Couldn't find my eye exam, find the eye exam then they couldn't get the insurance right they were talking about a copay there is no copay with United health. They kept now they're saying the order was never placed and once again they're trying to **** ********* This is ridiculous and unacceptable I believe they're racist because I'm black. Me and my wife who is white when in at the same time had I exams and she's had her glasses for almost a month now. But for me it's been an issue from the beginning.

  Business Response

  Date: 05/29/2024

  Hello, ******************. Thank you for taking the time to speak with a member of our patient relations department to address your concerns. We regret to hear about any potential miscommunication regarding your eyewear. Due to the custom made process for eyewear, we do require payment prior to placing any orders. We are always happy to work out the best pricing to fit within your specific budget and apologize that was not done in a more timely manner for you. Your feedback has been addressed internally by the appropriate leadership team for future improvement. Please feel free to reach out to the representative that assisted you with any additional questions, concerns or feedback you may have. We are always happy to help. We hope to care for you and your wife again. Kind Regards, -Patient Relations.

• Initial Complaint

  Date:05/17/2024

  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.

  I started medication recently with side effects that have included an impact on my vision. Because the side effects are generally temporary, my medical doctor who prescribed this medicine advised me to wait until I've adjusted to the medication to go to have my contacts prescription updated. Because I was at the one year **** and running out of contacts, I decided to place an order with a company who has significantly better pricing (******************) than MyEyeDr.My last appointment with MyEyeDr. was during the evening of May 17, 2023. That means as I'm writing this, my prescription is not longer than one year old and still legally valid to order more contacts. But I received an email from ****************** letting me know that MyEyeDr. refused to release my prescription information yesterday. When I personally contacted the number MyEyeDr linked for the doctor with whom I had my last appointment (*************************), this office also refused to release my prescription. Furthermore, the individual who helped me, by the name of ***, chose not to mention until after keeping me on hold for over 10 minutes that I the link I followed went to an office out of state where my doctor used to work. I live ******* where he now works, but she essentially implied that I'm stupid because I didn't know the company hadn't updated their own information to be accurate in the link I simply followed.After all of the frustration and lack of help, when I asked to please speak with a supervisor, *** told me her supervisor's name (******), but said I'd have to wait until tomorrow when she's back in the office (after my script would legitimately be expired!) to make a complaint. When I explained the problem inherent in that option and asked to speak with someone present in the office today, *** became increasingly hostile and then hung up on me. That conversation took place today, May 17, 2024, at 9:42am.I just want to fill my still clearly valid prescription so I can get my contacts!

  Business Response

  Date: 06/05/2024

  Hello, **********************. Thank you for reaching out to us regarding your concerns. We have made four attempts by phone and three attempts by email to connect with you to address and resolve your concerns. We are incredibly sorry to hear about the events you've detailed. This feedback has been forwarded to the appropriate leadership team for future improvement. If there is anything additional we may be able to do to assist, please feel free to reach out to the patient relations representative that contacted you. We hope for the opportunity to care for you again. Kind Regards, -Patient Relations.

• Initial Complaint

  Date:05/14/2024

  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.

  I have went to my eye doctor February 12, 2024. I have not received my glasses up until today May 14, 2024. Theyre telling me that is the buyers and my eyes is getting worse. I wanted to know can they give me a pair of glasses until mine come in or furnish me some glasses elsewhere they already been paid for by my insurance company or ********

  Business Response

  Date: 05/28/2024

  Hello, **************. Thank you for taking the time to speak with a member of our patient relations department to address and resolve your concerns. We understand the importance of receiving your eyewear in a timely manner. We are saddened at the extreme delays encountered with your insurance company's lab that have prevented timely delivery of your glasses. We're happy that we were able to take care of you by making you a pair of glasses at no additional cost to you, through our lab, in order to expedite this process. We expect these glasses back by the beginning of next week and will notify you as soon as they come in. Please feel free to reach out to the representative that previously assisted you with any additional questions or concerns you may have. Kind Regards, -Patient Relations.

• Initial Complaint

  Date:05/12/2024

  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.

  Original appt 3/23/24. Dr stated my eye prescription had changed. Ordered new lenses. Lenses came in about 2-3 wks. Wrong size and shape. Remake order submitted. 2 weeks for the replacement to come. Installed in my frames. New prescription was very drastic change. I complained. For the next two weeks I had severe headaches, nausea, confusion, and complete disruption of my entire life. I almost failed my classes and couldnt work. I continued to complain to the location but they said it was normal and refused to schedule a recheck for over 2 weeks. I come for my recheck on 4/23/24 and was told that I was given the wrong prescription. So they ordered the correct lenses. Then I was called several days later to come back to the store so they could trace my frames. They hadnt even submitted my order. I complained to corporate. Filed complaints. I was told that I would receive a partial refund of $100. I received the correct lenses. I saw that the return was pending for 2 days. Then it disappeared as if they canceled. So now I have had it.

  Business Response

  Date: 05/28/2024

  Hello, ************. Thank you for taking the time to speak with a member of our patient relations department to address and resolve your concerns. We deeply regret your experience and your feedback has been addressed by the appropriate leadership team for future improvement. We are happy to confirm with you that you did receive your refund. We hope to care for you again in the future and provide you with the quality care you deserve. Please reach out to the representative that assisted you if you have any additional questions or concerns, we are always happy to assist. Kind Regards, -Patient Relations.

• Initial Complaint

  Date:05/09/2024

  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.

  The office of my eye doctor fails to bill my health insurance and charges my card instead

  Business Response

  Date: 05/21/2024

  Hello, Mr. *********** Thank you for taking the time to speak with a member of our patient relations team today to address and resolve your concerns. We were able to get the insurance situated for you and the services/materials processed properly. We have also refunded the $228 overage. Thank you for your patience with us while we got this figured out for you. Your feedback has been addressed by the appropriate leadership team for future improvement. We look forward to caring for you again. Please feel free to reach out to the patient relations representative that assisted you if you have any additional questions or concerns. Kind Regards, -Patient Relations.

• Initial Complaint

  Date:05/04/2024

  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.

  My prior eye doctor was able to write a prescription for contacts for a brand they do not carry (Hubble or Warby mail-order services). I chose to find a new eye doctor because this one is not open on Saturdays. When I contacted My Eye Doctor, I asked if the doctor is willing to write this prescription. I was told yes. I made my appointment for Saturday, April 6, 2024. During my appointment I indicated that I will be using *****'s mail-order service and would have them reach out for the corrected prescription. I was told that would be fine, they would amend and submit the updated prescription at that time. Later, May 1st, I placed my order with *****. They indicated My Eye Doctor told them they would be emailing me the prescription so I would need to upload it to them when I get it. I received no email from My Eye Doctor, so I called and gave them my email address (again). I got prescription by email, but it was not adequate for Warby to use. I asked My Eye Doctor to amend it. They said they won't do that. I would not have used My Eye Doctor if they had told me this up front, when I asked (twice).

  Business Response

  Date: 05/24/2024

  Hello, **************. Thank you for taking the time to speak with a member of our patient relations department to address and resolve your concerns. We are incredibly sorry to hear about any potential miscommunication and have refunded your contact lens evaluation. We hope that we may have the opportunity to care for you again in the future but until then, thank you for trusting us with your eyecare. Please feel free to reach out to the representative that assisted you with any additional questions or concerns you may have. We are always here to help. Kind Regards, -Patient Relations.

  Customer Answer

  Date: 05/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:05/02/2024

  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.

  Complaint against My Eye Doctor located at *****************************************On Monday, April 22, 2024. I came into the My Eye Doctor store to pick up a pair of new ******************* prescription glasses that I purchased a week before. While waiting, I asked the gentleman at the front desk, ****, if he would mind sizing my old Coach prescription glasses. He took the glasses to the back of the store and brought them back to me to try on. I tried them on, and handed them back to him and told him I would wear the new pair out of the store.A few hours later the new glasses were hurting because they were too tight, so I opened the case to get my old glasses to put them on and they were covered in a white residue and scratched up. Unfortunately, when he handed me the glasses to try on real quick to see if they fit, I didnt notice the damage. Had I decided to wear them out of the store, instead of the new ones, Im sure I would have noticed. I called the store as soon as I saw the damage and **** immediately got defensive and said he didnt cause the damage to my glasses. I took the glasses into the store the next day to show them the damage and they are still saying that there is nothing that they could have done to cause the white film covering my frames. Its obvious that when they heated the glasses up to adjust them, they left them in too long, or they sprayed the glasses with some type of chemical, which caused the white residue. Whatever they did stripped a layer of plastic off the glasses, and there are scratches at the top of the frames on each side. I requested to speak to the General Manager, *********************. I explained what happened to him, and showed him the glasses and he asked me if I wore makeup, I told him I do not. He then looked at the glasses and said that in his opinion, there is nothing that they could have done for my glasses that would have stripped a layer of plastic off the frames. This is continued in the attachment I uploaded.

  Business Response

  Date: 05/24/2024

  Hello, ****************. Thank you for reaching out to us with your concerns and speaking with our patient relations department briefly to resolve your concerns. We are incredibly sorry to hear about any potential inconvenience we have have caused you and are happy to provide you with a 50% discount on a pair of glasses of your choice. Your feedback has been addressed internally by the appropriate leadership team. Please feel free to reach out to the representative that assisted you with any additional questions or concerns you may have. We are always happy to help. Kind Regards, -Patient Relations.

• Initial Complaint

  Date:05/02/2024

  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.

  I went to my appointment on 4/18/2024 and got a routine exam. The provider at this location was AMAZING! I really appreciate his advice and professionalism. My issue is that I ordered contacts while in office that day. I was initially told it would be 7-10 days for the contacts to arrive but it could be 5 days. I received a trial set for up to 5 days. I then call on 4/23/2024 to check in and they stated that it's 7-10 business days. I got another trial and called again on 4/29/2024. They said the contacts had just shipped and should be sometimes later in the week. It is 5/2/2024 and I still have not gotten a text stating the contacts are in. I went online and they aren't expected to arrive until 5/3/2024. I called this morning and asked to cancel it and obtain a refund because I no longer want the contacts since the expected date is ***** BUSINESS DAYS. They refused and said they would only exchange for a different brand. Conveniently the manager is gone until the expected date for the contacts to arrive. I do not have the product. The product isn't going to be shipped to my home, it will be shipped to the office so there is no risk of me "stealing" and using them. I genuinely don't want them anymore because it has taken so long and the story changes. I tried to resolve this with the location and the billing customer service department (I was hung up on 3 times). I paid $851.20 for the contacts and want a refund on what I paid for them.

  Customer Answer

  Date: 05/07/2024

  This matter has been resolved

  Business Response

  Date: 05/10/2024

  Hello, ********************. Thank you for taking the time to reach out regarding your concerns. We are happy to hear that this has been resolved internally. This information has been addressed by the appropriate leadership team for internal review. Please feel free to reach out to the patient relations representative you briefly spoke with, or your local office manager, with any additional questions or concerns you may have. We are always happy to assist. We hope for the opportunity to care for you again soon. Kind Regards, -Patient Relations.

• Initial Complaint

  Date:05/01/2024

  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.

  Last year, I went to the eye doctor and received a new prescription for my contact lenses. I am usually given a weeks worth of trial lenses to test out if they are comfortable and I can see well. I was refused to be given any unless I ordered a year supply and I was made to order a month supply to test them out. I wore these contacts and they hurt my eyes badly so I returned to the eye doctor. They said they could not do anything as I had opened the package. I had spent $300 dollars on these so I continued to wear them. I returned to the eye doctor again, wondering since my last prescription was incorrect if I could be given a different one, as they said they would, free of charge. But then they said that since we were in a new insurance year I would have to pay to get a new eye exam, so I did. I was given a new prescription and charged a lot of money. I was unsure about this, and went home to check my last bill from the eye doctor and saw that it was nearly double this. I called them and asked why the price of the checkup had doubled. They put me on hold for hours at a time saying they would have to ask their manager. Then I was told that it was simply a billing error made by reception. I was upset that I could be charged an arbitrary amount by accident and wanted to know if that had happened before, but they said they have never done so. I kept getting calls asking for this payment as their manager was upset I left without paying. So I went back and paid it. Then I saw that I was charged less this time for the same procedure I had the last time. So I called back again and asked why this was and was put on hold for a couple days so they could ask their manager again. When I was answered they claimed that I had different procedures done, for different kinds of contacts, but I did not have different procedures done. I had gotten Toric lenses for three years now, and have kept switching brands as they have not been right. They have yet to correct this billing issue.

  Business Response

  Date: 05/22/2024

  Hello, ******************. Thank you for reaching out to us regarding your concerns. We have made multiple attempts to contact you since 05/09/2024 to discuss this report further with you and come up with a satisfactory resolution. Please feel free to reach out to the patient relations representative that tried contacting you or the local office manager for further assistance. We hope to hear from you soon. Kind Regards, -Patient Relations.