Charlotte eye care center resolves issue with faulty reading lenses

Charlotte eye care center resolves issue with faulty reading lenses

Member complaint

I went to Horizon Eye Care in Charlotte, North Carolina, for a routine eye exam and to purchase new lenses for my current frames. I paid for the new lenses at that initial visit. I came back a few days later to get my new lenses, which were placed in my current frames.

When I tried the reading glasses, my vision was blurred. The sales attendant had a discussion with the lab, and she came back with a new set of reading lenses, which also were blurred.

She finally figured out that I needed lenses that enabled me to see at shorter distances. She said they had already made two attempts and couldn’t make me a new pair. I took my current lenses instead, and told her that I didn’t think I should pay the $151 for new lenses that I had not received.

She suggested I call her manager. I called the manager’s number, but was unable to make contact. I left a message, and never received a call from anyone. I’m extremely disappointed. I want a $151 refund.

Phillip Griswold, Charlotte, North Carolina

Provider Response

The member stated the facts correctly, except he did receive a message to call from our manager. She will reach out to the member again and let him know we will be refunding the $151, and that we would like to remake the lenses to his satisfaction.

Kathy Murray, chief operating officer

Status

Resolved

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Our Angie’s List complaint resolution team attempts to resolve disputes between members and service providers. During this process, three outcomes can happen: Penalty Box, Resolved or Stalemate. Companies that don’t respond to a member’s complaint will be placed in the Penalty Box until they respond. A case becomes Resolved if a company addresses the complaint to the member’s satisfaction, or it becomes a Stalemate if the provider responds, but the company and the member can’t reach an agreement. Find out more about the Complaint Resolution Process.


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