1/5/17 - I received a call from the owner Dr. Staley after my first update on my review. She told me they were working hard to do all they could to find frames for my back up lenses and they would take good care of me. My new glasses did arrive on 12/30, however I didn't make it there by their 2pm closing time on Friday.
On Monday I received a call stating that they were able to find frames to replace my nearly year old frames - magic! After being told nothing could be done!
I was told to ask for the Office Manager Andrea when I checked in and did so yesterday. She installed the lenses I was wearing into the new identical frame and also fitted my new glasses. They gave me a check for $15 for the frame fee I had paid.
Things turned out better than expected, however, as I say with any business, put the customer/patient's needs first, take yourself, your profit, your expense out of the equation and you cannot go wrong.
I only wish they could have made things right from the start and truly believe the only reason they reacted in the manner in which they did was due to the yelp review I wrote, which seems to be deleted on they yelp page. There should be 35 reviews when Val Vista Vision is googled and strangely only 34 come up which makes me wonder if my original review was deleted for some mysterious reason.
12/28/2016
We have been customers here for at least three or four years. Went in yesterday to have my RX from an opthamologist (M.D) filled. I have a special condition that requires me to be under care of an M.D. Eye doctor. Not sure why we went back there to Val Vista Vision!? Probably because it is near year end and wanted to use "in network" benefits plus wanted to give them one more chance to do things properly. My spouse needed an eye exam and the earliest available appointment is January 5, 2017, we can understand that.
Last year there was a delay in both my spouse and my glasses, because the gal Laura, kept shattering the lenses when installing in rimless frames that THEY sell!! In fact she helps me pick out my frames ever year! This was at least a three week delay. She blamed us for picking out that style frame, well why sell it them!??
Plus She brought this up again yesterday. Like it was OUR fault. I showed her how my current frame was bent due to falling asleep recently with them on. She tried to straighten it as best she could, but chided me for even doing such a thing. Excuse me, but people can and do fall asleep while reading in bed. I paid for my co pay plus extra above in network allowance $ on frames, my portion of progressives lenses and non glare lenses. Over $227. I asked her what kind of warranty would these have? She told me and also that the frames come with a 1year warranty.
So then I asked what about my current frames? Why hadn't she caught that initially when I showed her the problem!? She looked up and said they just barely are under a year old and would be able to order new frames for the lenses for $15. She just called me just now to say the company no longer makes those frames so basically, I am out of luck!!
Didn't even offer to even refund my $15 I paid, but did say she 'put in a rush order' on my new glasses. Big deal, right? Meanwhile, after leaving there, we went to Walmart to see if they accept VSP for my husband, as he needed a basic exam with an optometrist. They have out of network benefits for VSP customers. He is scheduled for his exam Tomorrow and already picked out his frames ahead of time. His out of pocket costs are SIGNIFICANTLY less than Val Vista Vision.
I relayed this information to Laura and she really didn't seem to care. She said "That is why we are a 'private practice' and you are comparing apples to oranges". Not really! I looked around the women's frames while there and they are just as stylish. It is just that their mark up on frames at Walmart might be 50% vs. 500% at Val Vista Vision. Whether or not you have vision insurance, it would behoove you to shop around first!! We will not be giving Val Vista Vision our business again and I hope I do not have any issues with warranty on my new glasses for the next year as they appear not to be people of their word if they didn't at least offer to get me into another frame/ less expensive pair of eyeglasses to use as back up glasses!
December 29, 2016 : Update:
I received a call from Laura from Val Vista Vision this morning. She wanted basically to let me know that it was her understanding that we had a good rapport with each other. Had been updating the goings on of our families each year we visited their business. This is true and she is trying to make this right as best she sees she can. She said refunded the $15 frame replacement fee she charged previously and reiterated that she had put a "rush" on my new glasses, which are of the same prescription as my older pair.
After I asked if there was anyway they can basically make this right as far as my frame warranty goes, she said the only thi read more
