ComplaintsforSVS Vision Optical Centers

• Initial Complaint

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  They call all days if the week, *** requested one time in person and 4 times over the phone for them to remove my number from their calling list

  Business response

  08/12/2024

  To Whom May Concern, 

  SVS Vision would like to apologize. While investigating this I found that there were three family members in our system. I have removed all three family members from all contact. SVS Vision strives for excellent customer service and we hold all of our patients in high regard.

   

  Thank you, 

  Customer response

  08/13/2024

  [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

  Customer response

  10/02/2024

  I am STILL getting phone calls. I just got another one today! 
  
  I loath these interruptions in my day. Please get them to stop calling me!

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  They are refusing to provide me with the results of my exam. I want to purchase my glasses elsewhere however they refused to give me a copy of my record. I requested no less than 6 times in person and they would not provide it. This was after I also discovered they billed the wrong insurance. Despite me giving them my insurance information they used another party's insurance. This was not corrected. I returned the glasses and was refunded for the glasses but not the appointment. I require my medical record.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Entered by BBB staff LO Consumer states she went in for an appointment at the *******************, ** location and when the doctor ************************* took her to the back he asked her why is she driving because she can't see. The consumer advised him that she could see. He continued to tell her the license bureau should not have given her a license because she cannot see. She states the exam was not actually a full exam, he only showed her 2 letters and then told her he was referring her to a surgeon and he was not going to give her glasses. The consumer told him she came in to get new glasses and she did not need to see a surgeon. The consumer states she felt attacked and insulted throughout the whole appointment.

  Business response

  06/24/2024

  To Whom It May *********************** ***************************** was seen by ****************************** on 06/06/2024 at 11:30 am for Senior Eye Exam. ************************* felt it was necessary to refer ***************************** out to a Specialist due to the findings during the exam. SVS Vision strides to provide the best ******** care and Service. ********************** would have been happy to make arrangements for ***** to see another SVS Vision Doctor for a second opinion. It is a SVS Vision policy not to refund the Service once the service has been performed by one of our Doctors. We will make an exception and return the ************ and reinstate the patient's exam benefit as a courtesy. I will reach out to ***************************** so that she is aware of the Exam reinstatement and how long it takes for her Exam benefit to reinstate. 

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to SVS for an eye exam several months ago and provided them with brand new Versace glasses to put my prescription in. However, they kept my glasses for several months before informing me that they broke the glasses. I called several times to check the status of my glasses before they finally admitted that they broke them. They sent they broken glasses to their warehouse a 2nd time to see if they could be repaired and then called me a month later to tell me to come pick up my glasses because they broke them and could not fix them. They did not offer any type of compensation or anything. these are very expensive glasses and SVS needs to compensate me, pay to get them fixed or replace them. They staff at this location are very unprofessional and rude. The staff were not even helpful or compassionate about the incident. They were just like come pick up the glasses there is nothing we can do. That is very poor customer service. I am willing to take legal action if this is not resolved in a timely manner.

  Business response

  02/08/2024

  To Whom It May ****************************************************** placed an order with SVS Vision on 10/27/2023 for lenses using his own frame at our ******* Location. SVS Vision has a policy where a patient using their own frame must sign a Patient Own Frame Waiver where SVS Vision cannot be responsible for frame breakage when a patient's own frame is used to manufacture and insert new lenses. ***************************** did sign this waiver on 10/27/2023. ***************************** was notified that the Lab could not use his frame due to the s**** breaking off where the frame holds the lens on 12/11/2023. SVS Vision offered to send them back to the Lab Manager to see if the Manager could extract the s**** and replace it. Our ******* Office sent them back to the Lab Manager on 12/29/2023. On 01/10/2024 the order was returned in our system due to the Lab Manager stating they could not get broken s**** out due to a possibility of breaking the bracket on the frame. On 01/30/24 ********************************* wife called the ******* Office and explained that she was not accepting the fact that ***************************** signed a waiver and that his glasses were damaged and asking for something to be done. On 01/30/2024 ***************************** wife called our SVS Vision ************************ asking for help with replacing his frame. On 01/30/2024 SVS Vision offered ***************************** to select an SVS Vision frame at 50% off excluding ***********, Oakley Sun, Tag Heuer, or *************** for the inconvenience. On 02/01/24 ********************************* wife called back letting SVS Vision know that she will not be accepting our offer. I reached out today and left a message, so I could personally speak with ****************************** 

  
  SVS Vision's Patient's Own Frame Waiver: 
  Purchasing New Lenses
  We will use the utmost care if we accept your own frame for new lenses, but in a small percentage of cases the frame parts or
  material may be worn or brittle to the point that it will not support new lenses, or the frame may break during the insertion or
  removal of current lenses process. Manufacturers often discontinue frames and replacement parts are generally not available for
  older frames so if the frame breaks, it may not be repairable.
  SVS Vision cannot be responsible for frame breakage when we use a patient's own frame to manufacture and insert new
  lenses.
  If you have a frame that you did not purchase from SVS, we would not be able to replace it.
  If you have a frame purchased from SVS but no longer under warranty, we would not be able to replace it.
  If you have already paid for new lenses, there will be no additional charge for lenses if a new frame is required during our
  handling of your frame. However, the new frame would be at your expense.
  Adjustments or Repairs
  We will use the utmost care during any adjustments or attempted repairs, in some cases the frame parts or material may be
  worn, damaged, or brittle to the point that during an adjustment or repair that the frame or lenses may get damaged.
  SVS Vision cannot be responsible for frame breakage or lens damage when we attempt to repair or adjust a frame outside of
  warranty.
  If you have a frame or lenses that you did not purchase from SVS, we would not be able to replace them.
  If you have a frame or lenses purchased from SVS but no longer under warranty, we would not be able to replace
  
  
  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I walked into SVS vision in ********** ********, asking if they could tighten the screws on my glasses. The lady behind the counter took my glasses and put them in the machine and I heard her go oops she then brought my glasses back to me, they were cracked. These glasses I wear were only 2 years old, prior to me taking them in they were not broke or cracked. She did not apologize, had an attitude towards me asking them to replace them, told me theres nothing she could do about it. I asked to speak to the manager, the manager said its not their problem that she broke them, and there was nothing they could do about it. I would like something to be done. I already have a case started with SVS corporate. But I was told to reach out to the BBB for further help.

  Business response

  08/17/2023

  To whom it may Concern, 

  SVS Vision is happy to adjust any frames at free of charge. Unfortunately, we have a set policy incase the frames may break during the adjustment. We are unable to know what the frames have been through on a daily basis or if there have any week spots on the frame. If a patient brings in a frame from another Optical or if the frame they received from us is over a year old (out of warranty), then we do ask that they sign a Patient Own Frame Waiver. This relieves us form any liability in case of a unexpected breakage. Since we could not find any record of this being signed by the patient we did give her an additional discount that was applied to a complete pair of glasses that she ordered on 08/02/2023. The patient did agree with this and excepted the offer. 

  Customer response

  08/17/2023

  [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:

  They do not have any record of me signing the waiver because I was never told about it, nor would have signed it. I would never take a chance of having my frames broken. As opticians, I would assume they'd know what they were doing. If they detected any weakness in the frame prior to them trying to fix it, they should have told me about it and asked me if I wanted them to proceed.
  Regarding the discount on my new frames, I called their corporate office as soon as I got home to make them aware of what happened.
  Only after I called them did they offer a discount. When I left the office with my broken frames, they told me "there was nothing else they could do for me". That office made no attempt to make things right, nor did they ever apologize.
  My husband's employer provides optical insurance only through SVS, which is why I ordered my glasses from them. If I had the choice, I would definitely take my business elsewhere.
  Finally, when a company responds to any type of written communication, I'd expect them to take a few minutes to review their spelling and grammar. Their lack of concern for their patients is evident in their lack of concern for their written communication.
  Please let me know what my next step is in finalizing my complaint.
  Thank you,
  *********************
  
  

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  my wife purchased glasses from SVS Vision in *****, **. During that purchase, the sales representative recommended that the glasses have "blue light filtering" added as an option since my wife works on the computer daily. Due to an error with the eye exam, when the glasses were received, they were the wrong prescription (not the fault of SVS). She contacted SVS right away along with the doctors office that did the exam. They advised her that she has 45 days to send them back with an updated prescription. She took the glasses back to the Flint store and advised the employee of the new prescription and asked for anti-glare to remain on the glasses, but the blue light filter to be removed due to the color changing effects that she didn't like. The store stated that they would remove the blue light and they would credit her $85 for this. When the glasses returned, the blue light filter was removed but they also removed the anti-glare. When contacting the store, they said the employee messed up and a credit wasn't due since anti-glare also costs $85. When asked why they didn't do this, they simple said pay $85 and we will fix it. I then called their "corporate office" and customer care refused to address their employee's mistake and refused to fix the glasses. Currently, she cannot wear the glasses purchased since they were improperly made. SVS refuses to own up to the employee's mistake and the customer care line refuses to let me speak to a supervisor. They corporate leadership team has refused to respond to requests for resolution as well. Our next step is to file an insurance fraud and bank fraud claim against them for lying to their customer in order to collect funds.

• Initial Complaint

  09/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered contacts for my wife and daughter at svs in sheffield, ****.. I had them shipped to our house. A week later my wife's were delivered. A week later my daughters were still not delivered. I called svs and they said sorry, those were shipped to our store. I went to pick them up and they only had the right eye. They said sorry the left is on backorder. I asked why I was not advised this when I ordered them. I asked if they can order a different manufacturer. They said the doctor is out and won't be back in for a week. My daughter needs these asap because she has worn these for almost a month now. All I get is sorry. Would it be so hard to do your job and follow up with your patients when you find out things are not available. Absolutely horrible customer service.

• Initial Complaint

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  November 2021, I purchased 2 pair of glasses, one regular pair and one pair of sunglass at SVS and within 6 months both pairs became scratched. I contacted SVS with my complaint and according to staff they could only honor the warranty which states the warranty is a 70/30 where I would have to pay 30% which amounts to over ******. I feel this kind of warranty is assurbed. I've worn glasses for over 50 years and I've never encountered such. I would like to be reimbursed for the cost of the glasses. I will never shop there again. I called the corporate office with no resolution. I was very disappointed being that they did not appear to even care about my dilemma.

  Business response

  08/15/2022

  To whom it may concern. 

  ***** Cork ordered 2 pair of glasses on 12/10/2021 and picked up both pair on 12/23/2021. On 07/29/2022 she went into our *******, ******** location to address the scratched in her lenses. She stated that the cases that we gave her for both pair were the cause of her lenses being scratched. The cases that were given to her are the same cases that we give to all of our patient's that order glasses. The cases were inspected by an employee from the ******* location. There was no evidence of anything on or in the case that would cause the lenses to scratch. The employee that inspected the lenses reported deep scratches in both pair. We give every patient's a copy of our warranty and how to care for the lenses at the time of delivery. I will attach the warranty that the patient received at the time of the dispense.

  Warranty: 

  Enjoy the comfort of knowing you have a full year of protection on your new pair of SVS Vision eyeglasses.

  If you damage or break your glasses, lenses, and/or frames at any time in the first year, SVS will replace the 

  parts or complete pair for 70% off the retail price. Just bring in your broken or damaged glasses and we'll get

  to work to get you seeing again! 

  SVS Vision will replace your eyewear with the same or equivalent product. If the origianl product is not available,

  you may restyle into an equivalent valued product. This warranty does not cover loss or theft. Warrenty may not be 

  combined with other discounts, promotions, or insurance plans. 

   

  Please let me know if I can further assist. 

   

  you may restyle into a ewuilivant valued product. 

   

  Customer response

  08/15/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ***** ****

  I am not satisfied with your offer, being that I still have to pay 30%for some worthless glasses   Ive gone to another company where I feel have a better quality of glasses.  I still want to be reimbursed for the 2 pairs of glasses 

  thank you 

• Initial Complaint

  06/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to get replacement glasses on Tuesday may 31st I was told I had to get what I had before tint cost reflector I didn't want it I was charged 120 I want a discount or my money back

  Business response

  06/07/2022

  T4:02 PM 6/7/2022
  
  
  To Whom it may *************************** you for brining this to our attention. We were not aware of the problem. 
  
  I did see that the *********************************** ordered a replacement pair of glasses 
  through his Health Plan of ******** insurance. According to the ******** Medicaid 
  plans the replacemant pair must match the original order. I did reach out to Mr. 
  ******************************* and let him know that we have decided to remove the extra options
  so he would not have any out of pocket cost. We also refunded him back the $60.00
  deposit he put down to get the order in process on 05/31/2022. The refund was processed 
  on 06/06/2022. *********************************** was pleased we were able to help resolve this. 
  
  
  Thank you, 
  
  ***** *************************************************************** Manager
  118 Case Ave./******************, **. 48043
  Direct Office ************/Main: 800-SVS-4600ell ** why here...

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  1 went to SVS vision on 11/30/2021 for new glasses. I had the exam by a female doctor. She asked my complaint I told her that I could see early but everything was cloudy at night and on ***** days I could hardly see at all. She told me that my script had hardly changed and wrote a script for new glasses which SVS made 2 pairs one sun and 1 transition. 1 week later the new glasses came in I picked them up but they didnt work, if fact I could see better with the old pair. Went back into the office and let them know that the glasses didnt work. The manager gave me a problem from the beginning but eventually looked at my chart and said she could see a problem with my right eye and scheduled me a new appointment. I went in and was re-examined by a male doctor a Doctor *** he examined my eyes and told me my cataracts were to bad to go and get surgery done and they would dial in the new glasses that I had just paid for that did not work. The first doctor made no mention about my cataracts. I filed a complaint with customer service she said the manager said that doctor ** never re examined me. After the exam the doctor ** told me to hold onto the glasses and after surgery they would dial me in. We came from the exam room to talk to the manager she said she had to finish the call which was important. The doctor ** told me I could go and he would fill her in on the results of the exam. I had the surgery 2 weeks later I went back to have the glasses redone and was told it would cost $270. My deductible was $386 on the first 2 pair, I never and cant use. The surgery cost over $400 for the cataracts. The cataracts were mis diagnosed by the first doctor to start. The customer service person I talked to said the manager she talked to said that Dr. ** never did a re exam, which is an out right LIE! There was no way I would know to have the surgery if doctor ** hadnt re examined me. SVS has a posted on the wall 45 day money back guarantee which the manager refused to address

*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. ↩