Complaints

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had lasik correction in 2019 and purchased a lifetime enhancement package. My eye doctor is now recommending an enhancement. I have submitted the required paperwork to LCA vision over six months ago with not response from them. I have called and received no return phone call. I cannot set up an appointment to be seen for an exam by their doctors either. I feel that the enhancement guarantee is a scam and would like resolution in this matter.

  Business response

  02/04/2025

  
  
  February 4, 2025
  
  VIA E-MAIL AND ONLINE PORTAL TO:
  ***** ********
  Marketplace Resource Consultant
  Better Business Bureau
  1 East Fourth Street, Suite 600
  Cincinnati, OH 45202
  
  VIA E-MAIL TO:
  
  ******** ***
  ***********************
  
  
  RE: Case No. ********- ******** ***
  
  Dear Renee, et al:
  
  This letter is being sent in response to the above-referenced complaint filed by ******** *** (“Complainant”)
  with the Better Business Bureau.
  
  Complainant received a Lasik procedure on October 10, 2019 at the LasikPlus in ***** ****** **.
  Complainant now needs an enhancement and states they had been unsuccessful in their previous attempts to
  contact us.
  
  Thanks to the Complainant calling in recently and speaking with our call center team on 01/08/25, we are
  now able to escalate this matter so that the local medical team can determine if it is medically safe to move forward
  with retreatment. The Complainant can reach our Enhancement team at enh@lasik.com to follow up about their
  next steps for pursuing an enhancement, as well as any remaining questions they may have about the retreatment
  process.
  
  Feel free to contact me at ###-###-#### or **************************** if you have any questions.
  
  Best regards,
  
  /s/ Kyle H******
  
  LCA-Vision Inc. d/b/a LasikPlus

• Initial Complaint

  12/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had Lasik surgery from Lasik+ in ********** ** in 2017. My vision has regressed and I contacted them in 2023 to have “touch up” surgery which is guaranteed. I sent in the paperwork and a new vision screening in May 2023. I have yet to hear anything from the company and when I call it says it “can’t complete the call”.

  Business response

  12/30/2024

  December 30, 2024
  
  VIA E-MAIL AND ONLINE PORTAL TO:
  ***** ********
  Marketplace Resource Consultant
  Better Business Bureau
  1 East Fourth Street, Suite 600
  Cincinnati, OH 45202
  
  VIA E-MAIL TO:
  
  ******** *******
  *****************************
  
  
  RE: Case No. ********- ******** *******
  
  Dear *****, et al:
  
  This letter is being sent in response to the above-referenced complaint filed by ******** *******
  (“Complainant”) with the Better Business Bureau.
  
  Complainant received a Lasik procedure on February 24, 2017 at the LasikPlus in *********** ************.
  Complainant now needs an enhancement and states they had been unsuccessful in their previous attempts to
  contact us.
  
  Thanks to the Complainant calling in recently and speaking with our call center team on 12/3/2024, we are
  now able to escalate this matter so that the local medical team can determine if it is medically safe to move forward
  with retreatment. The Complainant can reach our Enhancement team at enh@lasik.com to follow up about their
  next steps for pursuing an enhancement, as well as any remaining questions they may have about the retreatment
  process.
  
  Feel free to contact me at ###-###-#### or **************************** if you have any questions.
  
  Best regards,
  
  /s/ Kyle H******
  
  LCA-Vision Inc. d/b/a LasikPlus

  Customer response

  01/03/2025

  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

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  the company promises a free update exam if my vision changes. they will not give me a date for an exam. i have been calling them since febuary. there answer is "there is nothing availble at this time"

  Business response

  05/15/2024

  
  May 15, 2024
  
  VIA E-MAIL AND ONLINE PORTAL TO:
  Better Business Bureau ******* **
  ***** ********
  *****************************
  
  
  
  **** ***********
  ************************
  
  RE: Case No. ********- **** ***********
  
  Dear *****, et al:
  
  This letter is being sent in response to the above-referenced complaint filed by **** ***********
  (“Complainant”) with the Better Business Bureau.
  
  Complainant received a Lasik procedure in 2006 at the LasikPlus in ******** **. The complainant now needs
  an enhancement and is upset about how long it has taken to have his case reviewed for retreatment.
  
  We want to apologize for the inconvenience and frustration *** *********** is encountering with the
  retreatment process. We have implemented new processes to streamline the retreatment requests. We have
  reached out directly to those involved in the retreatment process as well as the local medical team to expedite his
  retreatment request.
  
  We have confidence that he will be contacted shortly to review options available. However, we cannot
  guarantee if *** *********** will have a retreatment under the lifetime plan. The local medical team must
  determine if a retreatment is medically safe and appropriate.
  
  Feel free to contact me at ###-###-#### or patientcaremanager@lasik.com if you have any questions.
  
  Best regards,
  
  /s/ Kyle H******
  
  LCA Vision

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trying to get hold of LasikPlus at **** *** *** ***** in ******** ** is impossible. If you call their number it goes to a central answering service that is monitored but not helpful to resolve questions or concerns. I was schededuled for lasik on 3/8 but they called & left a v/m that they need to change it to 3/7. I have called 6x and they don't answer the phone...it goes to an answering service that tells me that the ******* office will call me back. They don't. I drove over 2x from a different city...the web and fb both say they are open...both times the doors were locked - 2/19 at 1:00pm ish and 2/20 at 11:30am ish. This is insane. They need to provide service and communicate better. I still have no answer on the day/time for my surgery. Did they go out of business?

  Business response

  02/23/2024

  February 23, 2024
  
  VIA E-MAIL AND ONLINE PORTAL TO:
  ***** ********
  Marketplace Resource Consultant
  Better Business Bureau
  1 East Fourth Street, Suite 600
  Cincinnati, OH 45202
  
  VIA E-MAIL TO:
  ****** ******
  **********************
  
  RE: Case No. ********- ****** ******
  
  Dear *****, et al:
  
  This letter is being sent in response to the above-referenced complaint filed by ****** ****** (“Complainant”)
  with the Better Business Bureau.
  
  Complainant received a Lasik procedure in 2003 at the LasikPlus in ******** **. Complainant now qualifies
  for a FREE enhancement (which is a second procedure) and is scheduled for this on 3/7/24 as she stated. The office
  has since followed up with her and let her know of the day and time of her surgery which seemed to be all she was
  needing.
  
  Complainant states that she called 6x per day and no answer. As the complainant stated there is an
  “answering service” this is our centralized in-house call center team. They are equipped to answer most questions
  a patient would have. This is so the vision centers can focus on patients. The vision center is not open daily; and we
  are not a “walk in” facility. Most patients have an appointment to come into the vision center like any other
  healthcare office. The complainant called our call center team once a day on 2/13, 2/14 and 2/15, the call center
  followed protocol trying to reach the center directly if they were open. In these 3 instances 2 of the days the center
  was closed the other day they were treating patients and unable to answer calls.
  
  The complainant states she only wanted to know when her appointment was scheduled for. This is a simple
  question that the call center could have provided her with. However, she demanded to speak to the local staff,
  specifically Tina. Due to this is why there was a delay in communication. Ms. Pettee in the future please try to have
  your concerns addressed by our call center team. They are very knowledgeable and more than just “an answering
  service”.
  
  Feel free to contact me at **************************** if you have any questions.
  
  Best regards,
  
  /s/ Kyle H******
  
  LCA-Vision Inc. d/b/a LasikPlus

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a Lasik procedure done by *** ***** that is under the umbrella of LCA Vision in April of 2014. My procedure included a lifetime warranty for enhancements and corrections. In the following years, i continued to see an optometrist regularly and no issues. At my most recent appointment i was told that i needed corrective lenses for distance, the same issue i had corrected with Lasik, I reached out to *** that is still an open/operating business and was told that the location i went to, had declared bankruptcy and my lifetime warranty is no longer valid. The larger entity (*** ) and the parent Company ( LCA) should be required to honor the guarantee and i should not have to pay for another procedure. The bankruptcy of the location does not diminish the quality of work that *** put their name on in 2014 when i had the procedure and the bankruptcy should not have any bearing on the lifetime agreement they had in place,.

  Business response

  09/11/2023

  September 7, 2023
  
  VIA E-MAIL AND ONLINE PORTAL TO:
  Better Business Bureau 
  ***** ********
  *****************************
  
  
  VIA E-MAIL TO:
  ******* ********
  ****************
  
  RE: Case No. ********- ******* ********
  
  Dear ****** et al:
  
  This letter is being sent in response to the above-referenced complaint filed by ******* ********
  (“Complainant”) with the Better Business Bureau.
  
  We emailed the complainant to confirm her identity and determine the location where she was treated.
  The complainant stated via email that she was treated at a *** center in ******** ******** **, which we have no
  record of. Complainant is correct that *** filed for bankruptcy and some, but not all, of ***** assets were later
  acquired by LCA Vision. As part of the acquisition, only the brand name and certain centers (locations) were
  acquired - this particular center in ******** ******** ** was not one of the centers that was acquired in the
  purchase.
  
  The complainant states that they believe because *** the brand still exists that the parent company LCA
  Vision should still honor the lifetime warranty. Unfortunately, since the center was not acquired by LCA Vision
  there was no liability, assets or patients assumed from this location in ******** ******** **. We understand
  complainants frustration with this answer and sympathize with them. However, there is no relationship between
  LCA and this patient. We cannot even fully identify if someone was a patient. We have no legal obligations to this
  individual and are requesting the complaint to be closed and removed from our BBB business page.
  
  Complainant is more than welcome to come to any of our LCA Vision brands for an enhancement. We are
  happy to offer a discounted rate for an enhancement as a good faith gesture considering the circumstances.
  
  Feel free to contact me at ###-###-#### or **************************** if you have any questions.
  
  Best regards,
  
  /s/ Kyle H
  

  
  

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Lasik done at Lasik Plus in Roseville, purchased a Lifetime satisfaction plan offered by LCA vision, Inc. The Dr James A moved location and now he is retired. I tried contacting several lasik plus and the Dr office no one can seem to tell me where or which office I can get my enhancement under the Lifetime plan.

  Business response

  12/22/2022

  Please see attached response from LasikPlus 

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Lasik surgery in April of 2021. I spent $3,994.00. I purchased the lifetime revision surgery if needed. The last couple of months my eyesight has changed. Blurred vision and unable to see close. I contacted the center in ** ****** that performed the surgery. I was told that I would need to see an outside eye care doctor for an examination before they would do an evaluation. I should not have to pay another eye care doctor to do a evaluation that Lasik will have to do to perform the corrective surgery. I did reach out to other eye care doctors to have the evaluation and due to the circumstances they are unable to do the evaluation for Lasik because they could be liable if something happens during the corrective surgery. I would like for Lasik to honor the service they performed and the lifetime revision policy I purchased. I was NEVER told if I had to had revision surgery that this was the process. I checked the paperwork they gave me and there is no mention of Lasik process for revision surgery. I feel this is very misleading. I've tried several times to get this matter with Lasik and they have done nothing to get this resolved.

• Initial Complaint

  07/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  The entire month of July advertisement for lasik250 for “lasik as low as $250/eye” has been on radio stations 100.3 and others in the Boise area. When I called the number I was scheduled with ** **** ******* office at LasikPlus. After the exam I was given a quote for $3928. They said they have no idea which add I was taking about and that they’re not affiliated with that add. They don’t care what the add says, they don’t offer that service and haven’t since at least 2019. ******** in the office said she could care less about the add and no in the office cares that it mentions or links to them, they don’t offer it. She continued it doesn’t matter that they are directly connected to it, it’s not them and they have no control over their mds name being used or linked to the add. She then told me her last day with today and she couldn’t care less. She told me then that another ladies name was ******** and transferred me to her ( the first person I spoke to was named ******** and answered the phone as that). It’s false advertising and disgusting for a company to do this.

  Business response

  08/05/2022

  August 5, 2022
  
  VIA E-MAIL AND ONLINE PORTAL TO:
  ***** *****
  MArketplace Resource Consultant
  Better Business Bureau
  1 East Fourth Street, Suite 600
  Cincinnati, OH 45202
  
  Via E-mail:
  
  **************************
  
  RE: Case No. ********– ***** ***********
  
  
  Dear *****, et al:
  
  This letter is being sent in response to the above-referenced complaint filed by ***** ***********
  (“Complainant”) with the Better Business Bureau.
  
  Complainant alleges he heard a $250 per eye promotion on the radio. The Company has not authorized any
  such advertisements to air for a years. While it would be hard to believe a radio station would run an on old
  advertisement from years ago, we are investigating the matter. That being said, the discontinued price promotions
  were limited to consumers with prescriptions of to -1.00 diopter (minor nearsightedness) with up to -1.00 diopter
  of astigmatism, and only available on a traditional excimer laser.
  
  In the meantime, we request the Complainant to e-mail patientcaremanager@lasik.com to see what sort of
  accommodation we give Complainant if he is determined to be a safe candidate for laser vision correction surgery.
  
  Best regards,
  
  /s/ Kyle H******
  

  
  

  Customer response

  08/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  In this it states that this is an old add. So have confirmation from the radio station of the e information advertised with the correct contact info… this is false advertising 
  Regards,
  
  ***** ***********
  

• Initial Complaint

  05/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had Lasik eye surgery at LasikPlus in August of 2017. The purchase included a lifetime warranty on retreatments. I contacted LasikPlus asking what I needed to do as one eye needs retreated. They sent me a form to have filled out by my eye doctor, which I did. I sent it in to them as instructed. On December 6, 2021 I received an email stating it was received and will be reviewed, but could take up to 12 weeks. I patiently waited even longer as I know there are workforce shortages across the country. I sent a follow-up email on April 9, 2022 and received a response saying my form was never received and to resend. I resent it and forwarded their receipt confirmation so they could see it was received. I have sent several follow-up emails and they will not respond to me, so was not sure what to do in order to get a response from them. I have attached the email correspondence. Thank you.

  Business response

  05/13/2022

  Please see attached response.

  Customer response

  05/16/2022

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.  Someone reached out to schedule the next steps in the process for retreatment. 
  
  Regards,
  
  ***** *********
  

*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. ↩