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Family Vision Center Inc complaints

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W63 N543 B Hanover Avenue
Cedarburg, WI 53012 | Get Directions

(262) 377-3937

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Total Amount in Dispute:
$0.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Family Vision Center Inc closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Family Vision Center Inc

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6/21/2023

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: Amount Settled: $0.00

Customer Complaint

6/9/2023

I made my annual eye appointment with family vision I saw doctor Orvis for the exam she gave me a new script for new glasses and we placed the order after wearing the new glasses a bit I called the office and said I do not see any clearer or more find they said wait a bit to see if eyes adjust no better I went in weeks later met with eye associates that re looked at my glasses and felt the position on my face of the glasses could be the issue after getting frustrated later I called back and said I'm still not seeing better with the new glasses still not crisp and clear they had me see doctor Orvis again she did another exam and then asked if I were diabetic I said yes she says that's probably why I wasn't seeing clearly I got another RX and we change the lenses from bifocal to progressive then I got a bill for $47.07 for the visit with the doctor I called and said the visit was charged because she didn't know about my diabetes which is type 2 and controlled as I take medications and see my family doctor every six months I then went to another eye doctor for a second opinion doctor Khristopher Knows OD and he diagnosed me with cataracts in both eyes. He said I should get my money back from glasses, frames, lenses because I need surgery to fix my vision not glasses at this time. I sent letters on May 10th to Dr. Orvis and also to Patty the office manager that I spoke to on the phone about the $47.07 charge that I would like that charge reversed. Out of pocket $456.40 Resolution Sought Refund my out of pocket costs that were not needed and reverse the $47.07 charge since cataracts were never detected with two exams. Cataracts don't jus appear said Dr. Knous. Probably had them over a year or more.

Company Response

6/9/2023

This patient came in for exam, got glasses. A few months later she called back said was struggling we rechecked her and changed her glasses her RX had changed. She called back a while later and said she was still struggling. She came back and when I rechecked her, her vision changed again which indicates uncontrolled diabetes. I asked her if she was diabetic and she said yes. She had never disclosed this in the past. Diabetes can make your vision to constantly change and you can develop cataracts in a matter of weeks if not under good control. I had no reason in subsequent visits to check for cataracts since I did at original exam. if she would have been forthright with her medical condition that would have been one of the first things I would have checked. Since she "hid" her medical condition, her vision changes did not make sense. That's why I eventually asked her if she was diabetic. Only then did she admit it. This whole thing would have been handled differently from the very first original exam. It is not our fault that she chose not to disclose her medical condition none of this would have happened if she was honest about her health.

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