ComplaintsforCrown Vision Center

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've been a Crown Vision customer for years and have purchased glasses there without incident. However, I purchased new eyeglasses this past February, and within weeks I noticed cracks forming on the right lens. I took them in and because they are under warranty, they replaced the lenses. Months later cracks began forming on the right lens again. I took them in and was told that it may be because of how I lay my glasses down and was shown the proper way to lay them down. I received them back a few weeks ago, and have been super careful with them, and paying very close attention to how I handle them and lay them down, but this past Monday, I noticed a crack forming, so I went in and showed them. The manager wasn't in so they took my number and said I would receive a call back. Yesterday, a new crack formed, and after a few days with no callback, I decided to call at 9 am this morning (Wednesday) and was told the manager was not in yet, but my name and number would be left on her desk and I would get a callback. Around 2:45 pm, I tried calling but it went to voicemail, so I went to the store. I walked in and the manager was sitting at the reception desk. She said hello, then went to the back. When she returned 3-5 minutes later, I asked what could be done about my glasses. She said nothing could be done. Her superiors said that it must be something I'm doing (which I didn't appreciate) saying it must be how I take them off, how I lay them down, heat... causing the lens to crack, and because they've replaced them twice, at no cost, there's nothing that can be done. What's the point of purchasing a warranty if you can't replace a defective product? The manager was very nice, and I don't fault her for this decision, but the best she said they could do would be to take 50% off a new purchase, but I choose not to spend another dime in this establishment if this can't be rectified with a different style frame and lenses under the warranty that I purchased.

  Business response

  09/05/2024

  The District Manager has spoken to this patient and has agreed to re style the patient into a new frame at no charge.  The patient has accepted this and is happy with the resolution. 

  Customer response

  09/06/2024

  Complaint: 22176546
  
  I have reviewed the business' response and am rejecting it because:
  
  I made a conscious decision not to lose my cool while I was at the store and entertained the idea of new frames at 50% off but I did NOT accept that as resolution, but rather I accepted the reality that I was not going to get anywhere with the manager on duty, so I left saying I would think it over.  Later that afternoon, I opened this complaint.  Immediately realizing this establishment has a D minus BBB rating, my hopes of satisfactory resolution were quickly dashed, but felt the need to ensure my disappointment in this establishment, after years of loyal patronage, was voiced.  After selling me a faulty product and refusing to offer a replacement, despite the warranty I purchased, which I have NEVER done before in my life before now, I'm left wondering what was the point of the warranty?  I do not expect a D minus establishment to do the replace their faulty product with another brand, so I will take my business to a more reputable establishment and consider this matter closed.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Location: ************************************************** I had some frames and took them to H31323638**3437363636H H3236**34303531373736H to have some prescription lenses put in. They broke my frames and the district manager said they would pay for them and they did not and they gave me a phone number to a corporate office. This office said they do not a corporate office and she gave me ************** but it was not their corporate office. I called there and they said this is where they do their billing. They don&#**;t have a corporate office. I tried to get in touch with the district manager, ******, and she failed to respond to me. I want them to pay for the frames I had to reorder. The frames cost $109.99.

  Business response

  08/22/2024

  After reviewing this patients account..  The District Manager ***** had refunded the patient $77.06 back to her credit card she used to pay for the original invoice.  The refund was was entered on 4/13/2024.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My most recent eye exam at Crown was in late December, 2023. Prior to that I was examined in ******* of '22 and prior to that, ******* of '21. All three exams were done at the same location. My last two examines revealed that I had very little vision change and so I was told to continue wearing the same glasses that I had already purchased from them. Before leaving the store in December '23, I showed my glasses to a technician. There are large bubbles springing up all over them. The technician told me that this is a film which is separating from the lens and that I shouldnt worry because my glasses are still under warranty. She told me all I needed to do was find another pair of glasses at home that I could wear, then bring the defective pair back in, and I would be covered.Just to make sure, I called the store back some time later to confirm that repairing the glasses would indeed be covered under the warranty. The person I spoke to looked up my information and assured me that I would be covered. She told me that since I had just had an exam and that my current Crown Vision glasses were looked at then, that the warranty would continue for another year. I found an old pair of glasses that are difficult to see with but will do in a pinch for a short period and went into the store.When I got there, everything that I was told by two different Crown Vision employees fell apart. I was told that I had no warranty and that the only thing they would do was sell me a new pair of glasses. The manager told me that when I called Crown, I was speaking to someone at a central location and that those people dont know what theyre talking about. The last estimate I received from Crown which included frames, good progressive transition lenses, scratch resistant coating etc., was about $350 after my advantage plan paid $300. As someone on a fixed income, I simply dont have that kind of money to spend on something I was told was still under warranty.

  Customer response

  03/26/2024

  I sent the attached letter to *************************, Principal of Nucrown, the company that owns Crown Vision on March 15th. I did not receive a response.

• Initial Complaint

  08/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The most terrible service from a manager ever! Recently I visited your Alton, IL store on E. Broadway. I was having my Longchamp sunglasses adjusted when the young lady accidentally cracked them. She told me she would replace them that they had them in the store. I was fine with this and wasn't upset. All of a sudden the manager appeared and said I had vision insurance which she didn't even check to see (and I no longer have it) and said to turn it in to them. Then the manager told me I would have to pay for them. I told her I didn't break them. Then she proceeded to tell me I would have to pay for half of them. Which again, I told her I wouldn't. I did get the replacement at no charge. Then she proceeded to reprimand the young lady in front of me. How embarrassing for her! I felt terrible for her and asked if she was ok. I have no idea where this manager came from but I will say I will NEVER return to that store as long as she is there and I have done business with them for years. She needs to be fired. She was the most unprofessional manager I have ever encountered. I'm sorry I am having trouble deleting the other complaint. It kept cutting me off when trying to type it.

  Business response

  08/30/2023

  After reviewing this complaint the situation has already been resolved.  On 8/2/2023 the patient received a new frame at no cost.  As for the situation with the employee in reference this will be handled internally.

• Initial Complaint

  05/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  ******* Location I ordered contacts in January and have yet to receive them. I have contacted them and no one will return my calls. I tried to get the prescription sent to another company but they have yet to release the insurance claim so I can't get them anywhere else.

  Business response

  06/24/2023

  Hello,

  Thank you for bringing this concern to our attention.
  Our records show order [*******] was delivered on 6/1/2023.
  
  Dont hesitate to reach out with more questions.
  Thank you for your patience,

  
  **********

  Practice Manager

  Customer response

  06/26/2023

  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  i went to crown vision yesterday. first i want to move my time back becasue i had a meeting second she was unfriendly and second they ask do have insurance i said yes *** they say hey this insurance is out of network are not. i tried to cancell my order they did work with me at all. it was not in network

  Business response

  03/03/2023

  The practice has reached out to the patient and discussed the situation.  They have price matched and did some pricing adjustments for her.  At this time the practice states that the patient is happy with the resolution. 

• Initial Complaint

  02/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Crown Vision Centers handles the Illinois vision coverage and eye tests to the people eligible through the Medicaid program. I went in as I am covered by this, ordered glasses from my last exam, and did not go get them because of the pandemic. I called them and spoke to the office rep and told me they do have me in the file and have my glasses, but would have to call me back when they locate them. I called them two separate days and they said they will get back to me when they get back to me. I want an answer and I want to find out where the glasses are at, falling to deliver a state authorized product and ignoring repeated request for information.

  Business response

  03/03/2023

  The practice has looked and the glasses are not there anymore.  This order was from March of 2020.   However, the practice has agreed to remake this pair of glasses for the patient.  They are currently on order and as soon as they arrive from the lab the practice will be contacting the patient. The practice has tried to contact the patient directly but were unable to due to the mailbox is full so they were unable to leave a message as the patient did not answer.  They will continue to try and contact the patient. 

  Customer response

  03/04/2023

  ********** ********
  
  I am rejecting this response because:
  I am not interested in receiving a pair of glasses that has to be ordered from that old prescription. If they had them I  would have accepted that fact, but since they don't I do not wish them to be made. I will be getting my annual opthalmologic exam in 
  soon and I will have a new prescription for my eye wear. I will contact the company when I have that new order.
  
  Sincerely,
  

  
  ******* *******

• Initial Complaint

  08/13/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In June 2022 i brought my daughter to Crown Vision in ***** ******** for a contact exam once contact exam was over my daughter put the contacts in her eyes she said her right was blurry and couldnt see out of it the employee that was checking us out let the doctor know the doctor said wear them a few days it will go away so I proceeded to purchase more contacts a few days pass she still cant see out of her right eye so we decided not to get the contacts I contacted crown a week after her exam and they said the manager was out but she would notate it to my account and they would credit my card back the money minus part of the exam I was like ok cool so I continued to keep a eye on my account never seen it post so I contacted them about another 3 weeks later talked to I believe the same person giving me the same excuse so then about 2 weeks ago I contacted them again and was told to call back on August 6, 2022 to get this resolved and get my money back never was I told that I wouldnt get my money back so then today August 13, I got a call telling me to pick up my daughters contacts like what :@ Im supposed to be getting my money back so I called them back up and they are now saying my daughters contacts are expired and I can no longer get a return and no one notated to my account all these calls and request for refund the manager even said that they wont refund me my money cause I have to request this within ********************************************************************************* that the contacts are now expired and they cant return them to the vender so I cant get my money back and she also told me all the times Ive called them never was noted to my account I let her know how unprofessional that was I would never recommend going to this place they owe me $100+ and I just want my money back!

• Initial Complaint

  05/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Me and my daughter, ***** ******, went to get an eye exam on April 19 2022 at **** *******. We both ordered contacts and eyeglasses. ***** received her glasses and paid remaining balance. She has a bad astigmatism in one of her eyes. I called about a week later to check status of her contacts and they said they have one pair in. I have called every week since and have the same answer. I spoke to ****** today who said they still only have one pair still. I asked what the reason was for the delay and she basically said this is not her location and she had a sassy attitude and I did cuss at her. I did call the corporate office and while I did that ****** called me back and said she just found it in the back. I asked to speak to a supervisor and she said her manager is not there and I cannot speak to a doctor. As far as my contacts, my vision was blurry while wearing them. I called and reported it and they said someone would call me back. No one did so I called back another week later. I was told I had to make an appointment so I did for May 21. There were bad storms so my alarm didn't going off so I missed the appt. Now they are telling me my daughter will have to come to have in another appointment to have a trial contacts, which makes no sense since the bill was already paid. According to ******, I don't see why we have to go to another appointment in order to pick up her contacts.

  Business response

  07/07/2022

  The District Manager has called and talked with the patient's mom.  The patient has returned on 6/1/2022 and was seen for a recheck with the doctor. 

  At this time, new contacts have been ordered for patient to try.  The contacts should be arriving shortly and the patient will pick them up and try them out prior to placing an order.  The patient is trying out a set of "trial contacts" to make sure everything is working.  The District Manager has been working to resolve this situation and has been in contact with the patient's mom for satisfactions.  At this time, everything has been resolved. 

• Initial Complaint

  02/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The alton illinois store manager does not care anything about customer service. I had some lenses put in a frame i brought in. First they were late coming in then when they came in I was told I didn't pay for them when I did, fast forward 40 minutes of them arcing searching the system to find out that I did. Then to find out after I left the store that my transitions were not put in the lenses. So after bringing them back in one piece I get a call a day later to tell me i brought in broken frames. After a couple of times back and forth with the store associates and finally with the manager I was basically told there's nothing they can do.so I go pick up my glasses and looked at the area in question and realized that this break was way to large not to been seen for the week i had the glasses. Also it is clearly something that happened when the lenses were put in the frame, its cracked right on the area where the ***** is tightened to hold the lenses. I even told her i know it didn't happen there at the store and that it had to happen when. The lenses were installed.. And if anyone saw them can tell that someone glued them and the glue just didn't hold.. Hense the crack showing after the frames were handled. I explained this to the manager just to be rudely told there's nothing they could do. This is after she said it wouldn't cost them anything to repair them. And if they had to replace them it wouldn't have been a huge cost. I only paid 50$ for the frames. I even asked not even for the sake of customer service?, to which the answer i got was a very stern NO!! and is there anything else I could do for you. So I asked again, not even for the sake of customer service? Just to get they same but more aggressive NO! So now I'm angry, so I asked basically you're saying ***** you? She said no but still refused to help me with is a issue that was clearly not my fault. That's saying ***** you without saying ***** you.

  Business response

  03/03/2022

  The District Manager for the practice location is currently in contact with this patient and working on a resolution.  We are trying to find a new frame for this patient to replace the broken frame.  Once this is located we will be putting his lenses into this frame.  

  Customer response

  03/03/2022

  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.
  
  Sincerely,
  
  ******* *****

*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. ↩