Visionworks of America

Dear Revdex.com:We would like to begin by expressing our thanks for apprising us of this customer's experience so that we may have the opportunity to address her situation and see what we could do to make her experience with us satisfactory, and above and beyond satisfactory.The customer originally reached out to you the day after we had rectified her situation and in talking with her, she stated that she wanted to let the Revdex.com know everything had been taken care of Her initial complaint stemmed from a store in New York where she had trouble with the prescription from her first exam and ended up having a second exam performed She felt that after this second exam, when they switched the lenses out, the staff had probably weakened the frames at that time which caused her to have her frames break a while after she moved to another state Luckily, she came into one of our stores in Texas and even though she had not purchased our Eyeglass Protection Program for her glasses, they treated her as though she had and only charged her $to replace her frame When we spoke to her, she expressed that her complaint really stemmed from the first location, and we have reached out to them to let them know about her situation and use the situation as a learning opportunity She did state however that she was satisfied with our resolution and happy with how we fixedher problem at the Texas location.As far as what the customer has told us, all is well We are so glad we were able to assist her and that her experience ended up positive We look forward to working with her in the futureSincerely,Visionworks

Dear Revdex.com, I thank you for making us aware of the complaint on behalf of Mr [redacted] As always, at Visionworks, we pride ourselves in providing superb customer service and welcome every opportunity to ensure our customers' complete satisfaction On the date in question (10/26/2016), the customer's frames were repaired and an order was placed for frames and it was decided at that time to do a full remake for the customer with lenses and frames Mr [redacted] was satisfied with this resolution In speaking with the General Manager of the store, he has informed me that the customer has recently revisited the store and has purchased glasses for his children this past Saturday I thank you once again for allowing us to rectify the situation for Mr [redacted] and allow us the opportunity to always ensure our customers' satisfaction Kind Regards, Visionworks

Dear Revdex.com,We would like to start by saying thank you for apprising us of [redacted] situation and dissatisfaction One of our number one priorities is to take care of our customer needs and meet or exceed their expectations We know that every once in a while situtations arise that are unfortunate, and we welcome the opportunities we are given to make these situations right and address the concerns of our customers.On March of this year, Revdex.com brought to our attention [redacted] concerns Since that day we have made several attempts to contact ***at the phone number provided and have left messages at this phone number as well Unfortunately, as of the date of this letter, we still have not heard back from *** We welcome the opportunity to speak with ***and work with him in reaching a suitable resolution that will address his displeasure and his eyewear In the interim, we would like to express our most heartfelt apologies and sincerest regrets that ***has had a less than satisfactory experience In today's highly competitive business climate, our reputation depends largely upon our integrity We have built a solid reputation that our Customers can depend upon and we are determined to build upon and improve our relationship with customers using a deeply ingrained system of core values We encourage ***to please feel free to call us back; we welcome the opportunity to make this right for him and show that we are solidly committed to achieving his satisfaction and bringing him piece of mind.Sincerely,Visionworks

Here at Visionworks we take pride in providing our customers with excellent service and so we very much appreciate you bringing to us the concerns of this CustomerWe welcome this opportunity to resolve any issues our customers may have.We are pleased to let you know that this complaint was resolved several months agoThe details of the complaint and resolutions are as follows:The customer had some trouble getting her glasses in, as there were quality issues with a pair which was returned to our Distribution Center to be redoneThe redone glasses then gave the customer trouble and she was told that her eyes would adjustUnfortunately, her eyes did not adjust and she felt it necessary to get a second opinionAfter many visits to our store, the store at that time refunded her the money she spent on her glassesShe was satisfied with that, but also felt that the cost of the exam should have been refunded as well as she felt that the exam and subsequent prescription were incorrect and wasted her time, etc.We did reach out to her after she filed her Revdex.com complaint, but by the time we were able to speak with her she had used other avenues at her disposal to receive a refund for the examWe offered to administer a new exam for her at no charge and to remake the glasses at no charge on top of the refund we gave her for the glasses she purchased; she refused those offers at that time.We feel we have addressed this customers issue in a satisfactory manner and welcome the opportunity to serve her and her family in the future.Sincerely, Visionworks

Complaint: [redacted] I am rejecting this response because: 1) Dec 8 to Feb 1 - any way you count it that's more than 30 days, even counting the holidays. 2) Visionworks has repeatedly changed the timeline: 1-2 weeks, by the first week of Jan, Jan 20 and now the end of Jan or first week of Feb. I am impatiently waiting for Feb 9, the end of the first week of Feb, hoping for the refund, but fully expecting yet another excuse and timeline. Regards, [redacted]

Dear Revdex.com, Here at Visionworks we take pride in providing excellent customer service and appreciate the opportunity to resolve any customer issues Mr [redacted] was contacted by our [redacted] Mr [redacted] , Mr [redacted] said he was satisfied with his eyewear, but,felt misled by the advertisement Mr [redacted] apologized and addressed his concerns Please contact me if you have any questions Thank You [redacted] ***

Complaint: [redacted] I am rejecting this response because:Visionworks had the prescription on file from the outside doctor (I had submitted it to them) and when I asked for it they claim they do not have itsecondly, I contacted the office where Visionworks is stating I obtained the exam (through LensCrafters at the Brandon mall) and they also claim they do not have the prescription on fileThe optometrists I have been to state my prescription is a complicated one, the easiest solution is for Visionworks to provide me a record of the work order if they do not have the script, but they are wanting to create a monopoly by failing to release the records they do haveI have already gotten my eyes examined three times and the scripts that have been made are inadequate for my VisionIn this case, Visionworks or LensCrafters have dropped the ball in terms of having the prescription on fileI was told prescriptions/records are destroyed every years and it has only been years Regards, Vanita Sahasranaman

Dear Revdex.com: Thank you for bringing this customer’s concerns toour attention so that we may have the opportunity to address them We work very hard to meet or exceed ourpatients’/customers’ satisfaction in providing affordable eye care However, once in a while, unexpectedcomplications arise which are unfortunate and we try to work them out for ourcustomers’ one at a time.It is our understanding from the customer’sstatement of the problem, she was charged for an item that unfortunately wecould not provide at that time so she was told that she would receive a refundfor $when she picked up her prescriptionThe customer states that whenshe went back to the store to pick up her glasses, her refund was not available.The customer then says that she called the store regularly over the next coupleof weeks and was told her refund was still pendingWe can understand the customer’s frustrations and ofcourse want to make things right In thebeginning, she paid with a check for her glasses and was told that we could getthem ready for her same day As itturned out, we did not have the lens she needed in stock and therefore she was goingto have to wait a bit longer for themTo make up for this unexpected delay, we offered to refund her $50, theprice of her upgrade on the lensesBecause she paid with a check, that refund could only come in the formof a corporate check Unfortunately, thecheck was never cashed and we can only assume lost in the mail We then had to stop payment on the check andthen of course authorized a $cash refund which the customer has alreadypicked up from the store So, in theend, we were able to get this situation remedied for our customer.While this customer experienced a series ofunexpected events, we are thrilled we were able to resolve the issue and did soin the quickest way possible We lookforward to serving this customer in the future againSincerely, Visionworks of America

Complaint: [redacted] I am rejecting this response because: No one by that name contacted me, only *** [redacted] left a message a couple of days ago wanting to do a "follow up", no mention of making a pair at reduced priceOnce again, I was not informed of their inability to make the glasses until I took the initiative to check on them, and they had not bothered to refund until I came in, DAYS after Visoworks cancelled the orderEven then it was entered wrong, which delayed the refund even furtherThey seem to be adding more insult to injury Regards, [redacted] ***

I just wanted to follow up on this case We have received further information from the customer and have determined that he did in fact visit one of our stores; in another state but he was at one of our stores We still cannot figure out why we couldn’t find him In finally finding which of our stores he visited we discovered what happened in his case The customer asked about the contacts and was quoted a certain price When the customer’s order was then put into our computer system, a different price came up At the time of the price difference, a GM was not called and the store was not called after the customer left We regret that the associate did not fix this when it first occurred and wish our GM had known of the issue at the time; if the GM had been informed we would definitely have taken care of it right then and there We are refunding the customer’s credit card the difference in the price and our GM is reaching out to the customer to apologize for the inconveniencePlease let me know if you need anything further from us Also, can you please let us know who our point of contact is going forward? Kind Regards, [redacted] Store Operations Associate Visionworks of America, IncEast Houston Street, San Antonio, TX Office: Fax: Hello, Our company received the below complaint filed by consumer [redacted] Unfortunately, we are unable to find this consumer in our system Our Territory Director has reached out to all the stores in surrounding area and in individual location’s computer systems and cannot locate the transaction or the customer for that matter We do not believe this customer made his purchase with us and ask that you discuss with the customer Also, I have noticed that the Revdex.com complaints no longer have [redacted] name attached at the bottom, but a [redacted] is signing all of our recent cases Has our dispute resolution specialist been changed to a new contact Please advise if we need to update our informationThank you, Aimee CBrake Store Operations Associate Visionworks of America, IncEast Houston Street, San Antonio, TX Office: Fax: [email protected] www.visionworks.com [email protected]

To Whom It May Concern: My name is [redacted] (General Manager) and I work for Visionworks, in Mechanicsburg, PAWe recently received a complaint, ID [redacted] 7, from a patientHer name is [redacted] I have since called and left her messages asking her to return my calls and to speak with meI called twice on 12/16/at approximately 11:AM and 12:PMThen I called again on 12/19/at approximately 12:PMShe still has yet to return my phone callsI have since refunded her the $dollars for the eye exam and stated that in the voicemails that I left on the number that was provided to meI now consider this issue to be closedIf there is anything else I need to do please feel free to contact me directlySincerely, [redacted] General Manager Visionworks [redacted] T: [redacted] F: 717-697-

Complaint: [redacted] I am rejecting this response because: Visionworks had the prescription on file from the outside doctor (I had submitted it to them) and when I asked for it they claim they do not have itsecondly, I contacted the office where Visionworks is stating I obtained the exam (through LensCrafters at the Brandon mall) and they also claim they do not have the prescription on fileThe optometrists I have been to state my prescription is a complicated one, the easiest solution is for Visionworks to provide me a record of the work order if they do not have the script, but they are wanting to create a monopoly by failing to release the records they do haveI have already gotten my eyes examined three times and the scripts that have been made are inadequate for my VisionIn this case, Visionworks or LensCrafters have dropped the ball in terms of having the prescription on fileI was told prescriptions/records are destroyed every years and it has only been years Regards, Vanita Sahasranaman

Dear BBB, I thank you for uprising us of the complaint on behalf of [redacted] ***. At [redacted] , we take pride in always providing the best of customer service and appreciate any opportunity to ensuring our customer's full satisfaction. The store has addressed the issue with [redacted] and is... providing a refund as requested. Once again, we want to thank you for the opportunity to rectify the situation for our customer and sincerely apologize to [redacted] for any inconvenience endured. Thank you, [redacted]

Dear Revdex.com:We appreciate you bringing to us the concerns of this customer Her case is a special case and we are pleased to have the opportunity to better explain what has happened in this case Our main focus is always the customer- we want to proivde our customers with excellent customer service at all times We know sometimes things come up beyond everyone's control and we do our best to address these situations as they come to light, one at a time.In this customer's case, she outlined in her statement to you that she was unhappy because she visited one of our locations, had her eye exam done, she picked out her glasses, paid $out of pocket and then waited the days for the glasses to be manufactured and sent back to the store for her to pick up- she bought pairs When she picked up her glasses, she states that she could not see out of them She relayed the problem to the associate there and it was decided that she should have her eyes rechecked The recheck was done and her prescription was altered After the prescription was altered, the customer was informed that she would have to pay another $out of pocket to fix the situation Needless to say, she was very unhappy with this and after working with her insurance to fix one pair, she still needed the second pair fixed for the new prescription and was dissatisfied with having to pay out of pocket again for something she felt should have been done to begin with.Let us begin by saying, we completely understand her frustrations with this situation and we have reached out to her to discuss the issue and believe we have achieved customer satisfaction With regards to the change in the prescription, that is something beyond our control The doctor is not employed by us, the doctor simply leases space at our location Additonally, this customer has a certain type of condition with her eyes that requires a special type of lens This was unfortunately not covered by her insurance Even if the imbalance had been found during the first eye exam, the lenses would not have been covered But as our goal is to provide excellent customer service it was decided in store to fix the glasses to accomadate this condition at no charge to the customer as a courtesy to her As this customer's desired resolution was to have her glasses fixed, we are pleased to let you know that we were able to fulfill the customer's desired resolution in this instance She expressed satisfaction with this outcome Thank you again,Visionworks

Dear Revdex.com,I thank you for uprising us of the complaint submitted on behalf of our customer [redacted] *** At Visionworks, we take pride in providing great customer service and welcome every opportunity to better serve our customers After reviewing the details of the complaint, the GM of the store informed me that all information has been submitted for the refund check Unfortunately, refund checks can take up to days At this time, we are working diligently to try to expedite the refund process and get a check promptly to Tracy We want to take this time to apologize to Tracy for any inconvenience this has caused and are grateful for the opportunity to rectify this situation Thank you,Visionworks

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me From: [redacted] Sent: Wednesday, July 01, 10:AMTo: infoSubject: Visionworks complaint, ID # [redacted] I received a phone call from Visionworks supervisor, Aug1, She said the glasses cost $dollars for one pair I wished her good luck on future sales, and an early retirement No refund will be made by Visionworks I still say $dollars is an awful amount of money to pay for glasses Thank you for your support in this matter Case closed, [redacted] , ID# [redacted] , thank you Regards, [redacted]

Dear Revdex.com,Thank you for contacting us regarding this complaintAs always, we pride ourselves on our customer service and welcome every opportunity at Visionworks to better serve our customer.In this case, after reviewing the complaint by the Territory Director for the store, she has advised that a refund check was mailed to Ms [redacted] on Friday 8/12/ The Territory Director did leave a voice message for Ms [redacted] apologizing for the situation and also to give her cel phone #She still has not received a return call from Ms [redacted] but is going to continue to try to contact her again.We would like to express our sincerest apologies for the situation to Ms [redacted] and are thankful to have been able to rectify the situation so quickly Sincerely,Vsionworks

Dear BBB:Thank you for bringing to us the concerns of this customer. Our number one priority is good customer service and therefore appreciate any oppourtinity to address any issues a customer may have. In this case, the customer states that she was given false information... with regards to her insurance coverage by the receptionist. She was told that a contact lens exam and fitting would be covered by her insurance and that she would then receive an additional discount on her eyewear purchase. She consented to the contact lens exam and when she got to the end was charged for said exam. We have been in touch with the customer and are going to give her a full refund for the contact exam and fitting. We are using this opportunity as a learning experience. We sincerely apologize for the inconvenience, but are glad we were able to rectify the situation quickly for the customer. Sincerely,Visionworks

Dear Revdex.com:Thank you for apprising us of the concerns this customer has regarding her current and prescriptions We are very apologetic if the customer feels they have received less than exemplary service; we always want to provide our customers with the absolute best service possible With that being said, the top issue in this customer's case presented to the Revdex.com concerns prescriptions received from doctors who are not employed by Visionworks The information given to the customer regarding the work order she requested is accurate; a work order for glasses is not a prescription nor is it a medical record; and therefore cannot be provided to the customer A work order is an internal document used to have her glasses manufactured to the prescription she provided to us from an outside source We keep these prescriptions, information is used from the prescription and the actual prescription is then returned to the customer on the same day the glasses are ordered Additionally, as the customer stated in her case, we have given her a full and complete refund for the glasses made according to the prescription she gave us from the outside doctor To obtain the customer's older prescriptions, or medical records, the customer must get in touch with the prescribing doctor The doctor in Florida is not an employee of Visionworks; therefore, we do not have access to those medical records In conclusion, we thank you for reaching out to us and allowing us to respond to the concerns of this customer We are certain we have been able to clear up any confusion here.Sincerely,Visionworks

Dear Revdex.com, I thank you for making us aware of the complaint presented by Ms [redacted] As always we welcome every opportunity to resolve any issues and also pride ourselves in providing excellent customer service to our customers After sending the details of [redacted] complaint to the store where services were provided, I have been contacted by General Manager Anthony Martinez whom has advised that he has made attempts, both recently and in the past regarding the same issue MsRodriguez has expressed The GM has promised and is willing to remake the customer's lenses and refund her money using the original prescription from the last eye doctor she saw Unfortunately, it is not possible to switch the prescription on the lenses since we are unable to alter the prescription Could you please advise the customer to contact our GM [redacted] at [redacted] so that we may speak with her in regards to this -Thank you, Visionworks