Complaints

• Initial Complaint

  12/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a *** lens with this store last year, and scheduled a one year appointment when I finished my half year appointment. I was never told that this one year appointment is to have a fit check for next year renew which is 1750. I went to the one year check on Dec 19 24 at 11 am, and was asked if I want to do renew, I did not hear quite well and when they got me the billing, I said I would need to ask my husband and I did not pay. Then I went to do the check, the front desk came in and asked again about the billing and I said I would need to ask and get back to them tomorrow. Again no one told me this exam is part of the renew, and I would need to pay for it. The check is almost the same as the half year check, which was free. At the end I asked about the renew and why the price is higher than other stores, and I mentioned that we might not want to renew at their store. After the check, another staff had the billing breakdown and told me the check is part of the renew, and would cost $450, and I could not get the prescription if I do not pay for the whole renew since it is a customized lens. I explained the check was never mentioned to me as a renew, and when I schedule it also no one said it is a renew appointment. I thought it was just a followup. I ended up paying the extra $450 and also they had me signed a document of what the *** is in their process before I go, which mentioned 1 week, 1,3,&6 month followup, for the renew the cost would be 1750 but nothing about the check appointment. I did not know that my one year appointment is for the renew, and was not getting enough information that the test would be part of the renew before I took it, and the store should stop me taking the exam when I did not pay the renew at first, and inform me clearly that if I insist on taking the exam would lead me paying up separately for the check. I think the store should take the responsibility, waive whole or part of this check billing.

  Business response

  01/14/2025

  The fees for ***************** (CRT, or Corneal Refractive Therapy) are collected at the time of service and cover the doctor's visits as well as materials for one year. Before starting treatment, the treatment plan must be accepted by the patient and the contract signed. Ms. **** has posted that she has signed this contract once in 2023, and again in 2024. Although payment is typically received in full upfront, occasionally patient's may request  a payment plan. However, the fee's must be received in full prior to ordering the custom made contact lenses.

  Since this is a treatment dependent on custom contact lenses, a prescription cannot be given until the fees for materials has been paid and the contact lenses ordered and fit by the doctor. Patients may contact us directly if there is any confusion about the contracts that they have signed and agreed to.

  Customer response

  01/14/2025

   
  Complaint: 22712363
  
  I am rejecting this response because:
  Thank you for your response, but I would like to clarify a few critical issues regarding my experience.
  First, I want to emphasize that at no point was I presented with a contract that clearly outlined that the one-year appointment was specifically for the renewal plan that required advance payment. The first time I received specific information about the one year is for the renew was after my visit, as I was about to leave which could be found in my attached doc support.  This lack of communication is concerning, and it feels misleading.
  Second, I want to stress that my primary concern is not about obtaining my prescription for the lenses; I understand the connection between payment and prescription issuance. I am currently not even seeking a refund as compensation for my experience; rather, what troubles me the most is the absence of an apology for the oversight. It feels disheartening that the store continues to assert that they are doing everything right without even acknowledging the clear miscommunication that occurred in my case. This lack of responsibility and empathy only amplifies my frustration.
  The insufficient upfront clarification leaves a lot of room for confusion, potentially affecting other customers in the same manner. I believe many may find themselves unknowingly trapped in a renewal plan due to this inadequate communication.
  This situation highlights a significant issue regarding the transparency of your services, and I believe it is essential for you to acknowledge this aspect rather than simply defending your procedures.
  
  Sincerely,
  
  Lefei ****

  Business response

  01/16/2025

  Of course, if there was any miscommunication, we apologize. We appreciate your feedback and will take it into consideration moving forward. As always, you are welcome to contact us directly for any questions or concerns.

  Thank you kindly,

  Your team at Visual Expressions Optometry

  Customer response

  01/16/2025

  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.
  
  I do hope the store could take this seriously and make it clear for other CRT customers, and inform them formally and make them sign the contract at least before they take the so called one year appointment. 
  
  Sincerely,
  
  Lefei ****

• Initial Complaint

  11/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Sept 24 2024 I was severely pressured and misinformed about having to purchase eye glasses after my appt The lady was pushing me and I kept saying I couldnt afford it. She made me feel so uncomfortable. I also told her none of the pricing looked right with my insurance she refused to show me a breakdown I left agreeing to the cheapest pair I IMMEDIATELY within 20 mins called, texted and emailed that I could not afford and was truly unhappy with how uncomfortable I felt in there but really couldnt leave without ordering something. I emailed and texted everyday for a week +. I disputed the charge with my bank which theyve since overturned. I dont have the glasses and I explained how horrific the feeling and pressure was while in there. They literally wont stop pressuring you. My anxiety was insane. After reading reviews this is very normal apparently.

  Business response

  01/14/2025

  This dispute has been resolved with the consumer. She has stated that she will rescind this complaint.

*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. ↩