ComplaintsforLCA Vision Inc.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  the company promises a free update exam if my vision changes. they will not give me a date for an exam. i have been calling them since febuary. there answer is "there is nothing availble at this time"

  Business response

  05/15/2024

  
  May 15, 2024
  
  VIA E-MAIL AND ONLINE PORTAL TO:
  Better Business Bureau ******* **
  ***** ********
  *****************************
  
  
  
  **** ***********
  ************************
  
  RE: Case No. ********- **** ***********
  
  Dear *****, et al:
  
  This letter is being sent in response to the above-referenced complaint filed by **** ***********
  (“Complainant”) with the Better Business Bureau.
  
  Complainant received a Lasik procedure in 2006 at the LasikPlus in ******** **. The complainant now needs
  an enhancement and is upset about how long it has taken to have his case reviewed for retreatment.
  
  We want to apologize for the inconvenience and frustration *** *********** is encountering with the
  retreatment process. We have implemented new processes to streamline the retreatment requests. We have
  reached out directly to those involved in the retreatment process as well as the local medical team to expedite his
  retreatment request.
  
  We have confidence that he will be contacted shortly to review options available. However, we cannot
  guarantee if *** *********** will have a retreatment under the lifetime plan. The local medical team must
  determine if a retreatment is medically safe and appropriate.
  
  Feel free to contact me at ###-###-#### or patientcaremanager@lasik.com if you have any questions.
  
  Best regards,
  
  /s/ Kyle H******
  
  LCA Vision

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trying to get hold of LasikPlus at **** *** *** ***** in ******** ** is impossible. If you call their number it goes to a central answering service that is monitored but not helpful to resolve questions or concerns. I was schededuled for lasik on 3/8 but they called & left a v/m that they need to change it to 3/7. I have called 6x and they don't answer the phone...it goes to an answering service that tells me that the ******* office will call me back. They don't. I drove over 2x from a different city...the web and fb both say they are open...both times the doors were locked - 2/19 at 1:00pm ish and 2/20 at 11:30am ish. This is insane. They need to provide service and communicate better. I still have no answer on the day/time for my surgery. Did they go out of business?

  Business response

  02/23/2024

  February 23, 2024
  
  VIA E-MAIL AND ONLINE PORTAL TO:
  ***** ********
  Marketplace Resource Consultant
  Better Business Bureau
  1 East Fourth Street, Suite 600
  Cincinnati, OH 45202
  
  VIA E-MAIL TO:
  ****** ******
  **********************
  
  RE: Case No. ********- ****** ******
  
  Dear *****, et al:
  
  This letter is being sent in response to the above-referenced complaint filed by ****** ****** (“Complainant”)
  with the Better Business Bureau.
  
  Complainant received a Lasik procedure in 2003 at the LasikPlus in ******** **. Complainant now qualifies
  for a FREE enhancement (which is a second procedure) and is scheduled for this on 3/7/24 as she stated. The office
  has since followed up with her and let her know of the day and time of her surgery which seemed to be all she was
  needing.
  
  Complainant states that she called 6x per day and no answer. As the complainant stated there is an
  “answering service” this is our centralized in-house call center team. They are equipped to answer most questions
  a patient would have. This is so the vision centers can focus on patients. The vision center is not open daily; and we
  are not a “walk in” facility. Most patients have an appointment to come into the vision center like any other
  healthcare office. The complainant called our call center team once a day on 2/13, 2/14 and 2/15, the call center
  followed protocol trying to reach the center directly if they were open. In these 3 instances 2 of the days the center
  was closed the other day they were treating patients and unable to answer calls.
  
  The complainant states she only wanted to know when her appointment was scheduled for. This is a simple
  question that the call center could have provided her with. However, she demanded to speak to the local staff,
  specifically Tina. Due to this is why there was a delay in communication. Ms. Pettee in the future please try to have
  your concerns addressed by our call center team. They are very knowledgeable and more than just “an answering
  service”.
  
  Feel free to contact me at **************************** if you have any questions.
  
  Best regards,
  
  /s/ Kyle H******
  
  LCA-Vision Inc. d/b/a LasikPlus

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a Lasik procedure done by *** ***** that is under the umbrella of LCA Vision in April of 2014. My procedure included a lifetime warranty for enhancements and corrections. In the following years, i continued to see an optometrist regularly and no issues. At my most recent appointment i was told that i needed corrective lenses for distance, the same issue i had corrected with Lasik, I reached out to *** that is still an open/operating business and was told that the location i went to, had declared bankruptcy and my lifetime warranty is no longer valid. The larger entity (*** ) and the parent Company ( LCA) should be required to honor the guarantee and i should not have to pay for another procedure. The bankruptcy of the location does not diminish the quality of work that *** put their name on in 2014 when i had the procedure and the bankruptcy should not have any bearing on the lifetime agreement they had in place,.

  Business response

  09/11/2023

  September 7, 2023
  
  VIA E-MAIL AND ONLINE PORTAL TO:
  Better Business Bureau 
  ***** ********
  *****************************
  
  
  VIA E-MAIL TO:
  ******* ********
  ****************
  
  RE: Case No. ********- ******* ********
  
  Dear ****** et al:
  
  This letter is being sent in response to the above-referenced complaint filed by ******* ********
  (“Complainant”) with the Better Business Bureau.
  
  We emailed the complainant to confirm her identity and determine the location where she was treated.
  The complainant stated via email that she was treated at a *** center in ******** ******** **, which we have no
  record of. Complainant is correct that *** filed for bankruptcy and some, but not all, of ***** assets were later
  acquired by LCA Vision. As part of the acquisition, only the brand name and certain centers (locations) were
  acquired - this particular center in ******** ******** ** was not one of the centers that was acquired in the
  purchase.
  
  The complainant states that they believe because *** the brand still exists that the parent company LCA
  Vision should still honor the lifetime warranty. Unfortunately, since the center was not acquired by LCA Vision
  there was no liability, assets or patients assumed from this location in ******** ******** **. We understand
  complainants frustration with this answer and sympathize with them. However, there is no relationship between
  LCA and this patient. We cannot even fully identify if someone was a patient. We have no legal obligations to this
  individual and are requesting the complaint to be closed and removed from our BBB business page.
  
  Complainant is more than welcome to come to any of our LCA Vision brands for an enhancement. We are
  happy to offer a discounted rate for an enhancement as a good faith gesture considering the circumstances.
  
  Feel free to contact me at ###-###-#### or **************************** if you have any questions.
  
  Best regards,
  
  /s/ Kyle H
  

  
  

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Lasik done at Lasik Plus in Roseville, purchased a Lifetime satisfaction plan offered by LCA vision, Inc. The Dr James A moved location and now he is retired. I tried contacting several lasik plus and the Dr office no one can seem to tell me where or which office I can get my enhancement under the Lifetime plan.

  Business response

  12/22/2022

  Please see attached response from LasikPlus 

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Lasik surgery in April of 2021. I spent $3,994.00. I purchased the lifetime revision surgery if needed. The last couple of months my eyesight has changed. Blurred vision and unable to see close. I contacted the center in ** ****** that performed the surgery. I was told that I would need to see an outside eye care doctor for an examination before they would do an evaluation. I should not have to pay another eye care doctor to do a evaluation that Lasik will have to do to perform the corrective surgery. I did reach out to other eye care doctors to have the evaluation and due to the circumstances they are unable to do the evaluation for Lasik because they could be liable if something happens during the corrective surgery. I would like for Lasik to honor the service they performed and the lifetime revision policy I purchased. I was NEVER told if I had to had revision surgery that this was the process. I checked the paperwork they gave me and there is no mention of Lasik process for revision surgery. I feel this is very misleading. I've tried several times to get this matter with Lasik and they have done nothing to get this resolved.

• Initial Complaint

  07/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  The entire month of July advertisement for lasik250 for “lasik as low as $250/eye” has been on radio stations 100.3 and others in the Boise area. When I called the number I was scheduled with ** **** ******* office at LasikPlus. After the exam I was given a quote for $3928. They said they have no idea which add I was taking about and that they’re not affiliated with that add. They don’t care what the add says, they don’t offer that service and haven’t since at least 2019. ******** in the office said she could care less about the add and no in the office cares that it mentions or links to them, they don’t offer it. She continued it doesn’t matter that they are directly connected to it, it’s not them and they have no control over their mds name being used or linked to the add. She then told me her last day with today and she couldn’t care less. She told me then that another ladies name was ******** and transferred me to her ( the first person I spoke to was named ******** and answered the phone as that). It’s false advertising and disgusting for a company to do this.

  Business response

  08/05/2022

  August 5, 2022
  
  VIA E-MAIL AND ONLINE PORTAL TO:
  ***** *****
  MArketplace Resource Consultant
  Better Business Bureau
  1 East Fourth Street, Suite 600
  Cincinnati, OH 45202
  
  Via E-mail:
  
  **************************
  
  RE: Case No. ********– ***** ***********
  
  
  Dear *****, et al:
  
  This letter is being sent in response to the above-referenced complaint filed by ***** ***********
  (“Complainant”) with the Better Business Bureau.
  
  Complainant alleges he heard a $250 per eye promotion on the radio. The Company has not authorized any
  such advertisements to air for a years. While it would be hard to believe a radio station would run an on old
  advertisement from years ago, we are investigating the matter. That being said, the discontinued price promotions
  were limited to consumers with prescriptions of to -1.00 diopter (minor nearsightedness) with up to -1.00 diopter
  of astigmatism, and only available on a traditional excimer laser.
  
  In the meantime, we request the Complainant to e-mail patientcaremanager@lasik.com to see what sort of
  accommodation we give Complainant if he is determined to be a safe candidate for laser vision correction surgery.
  
  Best regards,
  
  /s/ Kyle H******
  

  
  

  Customer response

  08/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  In this it states that this is an old add. So have confirmation from the radio station of the e information advertised with the correct contact info… this is false advertising 
  Regards,
  
  ***** ***********
  

• Initial Complaint

  05/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had Lasik eye surgery at LasikPlus in August of 2017. The purchase included a lifetime warranty on retreatments. I contacted LasikPlus asking what I needed to do as one eye needs retreated. They sent me a form to have filled out by my eye doctor, which I did. I sent it in to them as instructed. On December 6, 2021 I received an email stating it was received and will be reviewed, but could take up to 12 weeks. I patiently waited even longer as I know there are workforce shortages across the country. I sent a follow-up email on April 9, 2022 and received a response saying my form was never received and to resend. I resent it and forwarded their receipt confirmation so they could see it was received. I have sent several follow-up emails and they will not respond to me, so was not sure what to do in order to get a response from them. I have attached the email correspondence. Thank you.

  Business response

  05/13/2022

  Please see attached response.

  Customer response

  05/16/2022

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.  Someone reached out to schedule the next steps in the process for retreatment. 
  
  Regards,
  
  ***** *********
  

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October 2020, I underwent Lasik eye surgery at the LasikPlus location in Connecticut. At the consultation, I was told I was the perfect candidate; and I was informed that the results of the surgery should last at least 10 years. At my follow up appointment, I was told I had 20/10 vision and I was discharged from their care. I noticed my vision deteriorating in spring of 2021. In August 2021, at my annual vision check with my provider, I was informed my vision had been corrected only about 50% and I required glasses again. While LasikPlus offers enhancements, if the procedure already requires fixing after less than a year of the initial date, I do not want to be operated on again by the same providers/company. Instead, I would like financial compensation for the failed procedure.

  Business response

  01/24/2022

  See attached letter. 

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Lasik done on both my eyes in 2020. I paid for their "lifetime guarantee", meaning that I could come back for additional procedures at no extra cost to me anytime during my lifetime that the procedure was deemed safe to do. Around April of 2021 I noticed my vision was not as sharp as it had been after the procedure. It continued to decline so on August 12, 2021, I contacted Lasik to see what I needed to do to get an enhancement procedure. I was told I had to get a normal eye exam from an optician and submit the paperwork to Lasik. I did that at the end of August and sent the paperwork in at the beginning of September. I received confirmation that the paperwork was received. I was also informed that Lasik would get back to me within 12 weeks. That's a long time. Too long, in my opinion, for someone who is giving you thousands of dollars and asking you to help with a vital part of living - my sight! As September turned to October my vision continued to deteriorate to the point that I truly needed glasses again. I could not read street signs while driving. Driving at night was difficult. I could not clearly see from the front to the back of my classroom. I also began getting headaches. So, I called Lasik and was told that even before I could schedule the enhancement procedure I had to next be seen at a Lasik facility and pay $75 for them to do an exam of my eyes. Quite redundant. I did that at the beginning of November. I was told that when Dr. H***** December schedule opened, I would get a call to schedule my retreatment. On December 1, I called Lasik to see what was going on and why I had not been called. I was told the medical team was too busy to talk to me. I called again today and was told that the medical team would contact me when they were ready to schedule me. It has been 12 weeks. I have followed their "rules". I need my right eye fixed. Lasik is too worried about getting "new money" in and does not care about past patients.

  Business response

  12/16/2021

  December 16, 2021
  
  VIA E-MAIL AND ONLINE PORTAL TO:
  ***** *****
  Marketplace Resource Consultant
  Better Business Bureau
  1 East Fourth Street, Suite 600
  Cincinnati, OH 45202
  
  VIA E-MAIL TO:
  ***** ********
  **********************
  
  RE: Case No. ******** – ***** ********
  
  Dear ****** et al:
  
  This letter is being sent in response to the above-referenced complaint filed by ***** ********
  (“Complainant”) with the Better Business Bureau. Complainant alleges that she has waited for twelve (12) weeks
  for her enhancement to be scheduled.
  
  Complainant received a Lasik procedure on November 20, 2020 at the LasikPlus in ********* ********. She
  submitted her completed retreatment form on September 7, 2021. On November 3, 2021, she was evaluated by a
  physician partner and was found to be an eligible candidate for an enhancement. Complainant’s Lifetime Acuity
  Plan is still active and, therefore, she is still able to have an additional treatment, free of charge, at a location
  nearest to her.
  
  LasikPlus is empathetic to Complainant’s desire for her enhancement to be scheduled more quickly.
  Unfortunately, the LP *** ***** Center (as with all LasikPlus centers) was closed for an extended period of time due
  to the COVID-19 pandemic. Due to this extended closure, there is a “backlog” of patients seeking an enhancement at
  the LP *** ***** Center. The ongoing nature of the pandemic has also affected staffing levels at our centers. Based
  upon the unforeseen circumstances of the Pandemic, the fact that it has only been five (5) weeks since she was found
  to be eligible for an enhancement procedure is not an unreasonable wait time in the current environment.
  
  The LP *** ***** Center will be in touch with Complainant in the near future to schedule her enhancement
  procedure.
  
  Feel free to contact me at ###-###-#### or patientcaremanager@lasik.com if you have any questions.
  
  Best regards,
  
  /s/ Kyle H******
  
  LCA-Vision Inc. d/b/a LasikPlus

  Customer response

  12/22/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I am rejecting their response for two reasons.  The first is that the matter of getting my enhancement procedure has not happened yet. One of the questions asked of me is "If an offer of resolution made, has it been fulfilled yet?" It is scheduled for January 19, 2022.  There is a follow up on January 20, 2022.  Technically until this happens, the resolution has not been fulfilled.  When I was finally called, this was the ONLY date I was offered.  I was told that I had to accept this date or wait until the following month.  I did not want to do that because when I was seen at Lasik's ********* ******* office in November of 2021 I was told that I would be put on the list to be called for December of 2021 and that I would definitely have my procedure in December at the ******** location because Dr. H*** performed my original procedure so he had to do the enhancement. Being offered a December appointment did not happen.  So, I was afraid to not accept Jan. 19th, 2022, even though it means I have to take 2 more days off of teaching. I did not and do not believe that I would actually be called and taken care of in February.  Plus, the longer I wait, the worse my vision becomes.  I was getting headaches as my vision began to get worse, which was one of the reasons I tried to push the issue and call several times to speed up the process, but all I discovered was that since Lasik had the $4000 for my procedure, they no longer cared about me personally.

   

  The second reason I am rejecting this resolution is that the time frame they are reporting to you is incorrect.  On August 12, 2021 I contacted Lasik and spoke to a woman named Tania L**.  She told me the process to get an enhancement procedure and sent me the paperwork.  The paperwork stated that I needed to get an eye exam from a source outside of Lasik.  I was to then submit the results of that exam to Lasik.  I made an appointment at the ******** vision center in *********** ** for late August.  I went on a Saturday for the exam and then on the following Saturday in early Sept. for the dilation.  In early September I submitted the paperwork that ******** gave me.  I received a message stating that they had received my paperwork and that I would be contacted within 12 weeks.  So, early September is when the 12 week "countdown" began.  After 6 weeks, so in mid-October, I contacted Lasik to tell them that I was really miserable - headaches daily, couldn't see the back of my classroom clearly anymore, couldn't see street signs anymore, and when I drove at night there were halos of light around each car's headlights.  I was told that the next step in the process was to have an eye exam by Lasik.  I did not understand this at all because I had just had an eye exam outside of Lasik proving I needed my right eye redone, but there seemed to be nothing to do except follow their rules.  So, I was able to secure an appointment in early November at the ********* ******* location for the Lasik eye exam.  At this point 8 weeks would have passed since I submitted my enhancement paperwork.  I was told by the woman who did my exam that the December calendar at ******** was "not open yet" but that as soon as it was I would be called an an appointment would be made for me to get my right eye enhanced in December.  At the end of November, when I had not heard from them and I thought surely the Dec. ******** calendar, I reached out to them.  On Monday, Nov. 29th, 2021, I was told, "I am sorry, everyone in the medical area is too busy today, so nobody can talk to you.  Please call back another day."  I followed up on Wednesday, Dec. 1, 2021.  That day I spoke to a very rude individual who told me that when it was my turn for an appointment to be scheduled that someone from the medical team would call me.  She did not care that I had been trying to get in to get my eye fixed since the middle of August.  She did not agree with me when I told her that the Lasik company only cared about new money and not people like me who truly needed their eyes fixed and had paid for a "lifetime guarantee".  That's when I wrote to both the BBB and gave Lasik a negative **** Review.  The 12 week mark has come and gone.  By the time I get my procedure done, if it actually happens on Jan. 19th, 2022, it will be closer to the 16th week.  

   

  The claim that Covid has put the company behind is not accurate.  If you are not open, you cannot schedule new people for appointments, so the only "customers" Lasik could have had during the shutdown would have been people like me getting enhancements.  I think the BBB should look into the ratio of how many new customers who have glasses and can see fine with them are seen each month vs. how many repeat customers who cannot see fine anymore are seen.  The way they do business and care only about new money is really not ethical.  I will make sure going forward that I do everything in my power to steer people away from this company.  If they want their vision fixed, they should go elsewhere. 

  
  
  Regards,
  
  ***** ********
  

*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. ↩