Visionworks of America review: Customer service from "manager" on site.

When checking out after my eye appointment the customer service rep informed me that I owed $40 for a fitting fee. I questioned because I have had my insurance for 8 years and have never paid that fee before. The CSR assured me that it was correct. The next day I called my insurance company who assured me that the fitting fee WAS included in my insurance. I then called the manager of the store who told me that I would have to call my insurance company and have them contact her billing department because the information that my insurance company initially gave was incorrect and that was what was placed into their system.

I was slightly irritated that the manager would tell me to do this. She never even offered to look up my insurance information herself to verify if her employee could have made the mistake. I argued calling my insurance back and finally she suggested giving me the billing phone number. I called and waited on hold for 30 minutes, a woman came on and told me that she was not the billing department and she transferred me over as well as gave me the number. I then waited for 40 minutes and the phone hung up on me!

I was so angry that I didn't call back right away. I went online and typed a 3 paragraph letter only to immediately get a response telling me that they can't help me that I have to call the billing department. I finally did call back and waited about 20 minutes before speaking to someone who verified that the fitting fee WAS covered and the CSR must have missed it. He told me he would contact the store for my reimbursement. He actually called me back to tell me that he spoke to the manager and they did not need me to go into the store to reimburse the money back onto my card. He then gave me a reference number and told me it would probably take a few days.

Here we are 9 days later. I saw no refund on my bank account so I called the bank to see if it was pending on their side, only to find out it was not. I then called the manager and explained everything again. Now this is the same manager that I spoke with 9 days ago that didn't take the time to verify what I was telling her and just assumed that I was wrong or my insurance gave her company bad information. I gave her the date and time that someone from her billing department would have called her store to notify them of refunding my money and she told me that there are 4 managers that work there so she does not know which one they talked to. I suggested looking at a previous schedule to narrow it down. She did then take my information and said she will get back to me.

The whole thing is frustrating. The manager I have spoken obviously is not good at her job and probably should not be a manager. I will NEVER use this facility again and I will be sure to tell everyone that I know why they should not use Visionworks as well.