My experience with the employees and the optometrist was very pleasant. I thoroughly enjoyed the visit until it was time to check out. The $39 fee for digital photo imaging is a clear example of deceptive pricing practices. The office claims they do not offer dilation services, yet their website states that eye exams include dilation. This inconsistency is misleading.
I scheduled a routine eye exam, fully aware of what my insurance benefits covered. If a test or service is not covered by insurance, it should be clearly disclosed upfront. However, the manager attempted to justify the charge by claiming that my insurance does cover it, and $39 is merely the amount the insurance allows. She even mentioned that the test would cost over $200 otherwise. Yet, the website lists $39 as the standard charge for the imaging, which contradicts her explanation.
Why not be transparent with customers from the beginning? Inform them that this is an all-digital office, and the imaging test will require an additional fee, not covered by insurance. Listing an exam price range of $50-$80 without clarifying this additional mandatory charge is insufficient and misleading.
This deceptive practice not only erodes trust but also causes unnecessary frustration. An unexpected $78 fee for both my exam and my husband's exam is unacceptable.
To address this issue, I attempted to contact the Florence location directly, but my efforts were unsuccessful. I emailed the Coastal Grand sister office twice but received no response. I also contacted LensCrafters customer service on two separate occasions. Both times, they assured me they would notify the store manager and provide my contact information along with my concerns. To date, I have received zero communication or follow-up from anyone at the company or location. read more
