ComplaintsforAlcon Vision, LLC

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last spring I visited my eye doctor to order contact lenses. I was given the option to apply for a rebate through Alcon. I was sent an email about my card on May 18. It mentions an expiration on the email, stating access to payment expires 8/31/2023. I thought that was strange considering it was just sent to me mid-May. I have come into an issue now where I cannot access the website or card anymore, so I called a customer service number. I was told that the card expired, and I no longer had access to the account. The phone helpline and website both refuse to tell me what balance was on it. To my knowledge, I dont believe I used it yet, but now, I cant even be sure of that. There is absolutely no way to access any information on it now that its expired. I was told there is no option to recover any funds due to the expiration date. I was confused because I thought it was a gift card and to my knowledge, gift card funds dont expire. The phone rep. told me it wasnt a gift card, and said I should have read the terms and conditions of the card, but I wasnt sent anything regarding this. I have a copy of the email sent to me below. Where is that information?Heres what Id like to know from Alcon:What kind of **** Prepaid card has funds that expire? To my knowledge, its against federal law.Why would you issue me a card that expired in three months?Why would you issue this type of card to consumers and not outline this in the email I have attached? Was this a true rebate program I was accessing, or did I give a bunch of personal and medical information to scam artists and thats why the card wont work?

  

  Business response

  04/17/2024

  Hello,
  Thank you for allowing us to respond to complaint #********.
  Alcon takes reports of complaints from our customers very seriously.  Upon receipt of customer's complaint, we immediately contacted our rebate vendor to obtain information concerning the rebate submission. Based on the information received from our Rebate Vendor, we have asked that this rebate submission be validated and customer receive replacement of prepaid card with the full balance of $125. Customer should be receiving a Visa Prepaid Card within the next 3-4 weeks.
  Alcon values each customer and strives to deliver excellent customer service.  We regret that our customer had a less than optimal experience with our rebate process. If customer has any further concerns, we ask that they please call Alcons Rebate Vendor at ************** and they will be happy to assist.
  
  Thank you,
  Alcon Vision
  

  Customer response

  04/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  04/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I WHEN TO MY OPTOMETRIST BACK IN 2022. I ORDERD A FEW ***ES. WHEN I OPENED ONE THEM THE ***** WAS CUT A PICE WAS MISSING. MY DOCTOR ASKED TO CONTACT ALCON. THEY SENT ME TWO ***ES OF NEW CONTACT *****S. I USED THE ONCE I ORDER 1ST, LAST MONTH OPENED THE ONCE ALCON SENT ME TO REPLACE THE DEFECTED ONCES. LEFT AND RIGHT *****S ARE DEFECTED CANNOT SEE. I CONTACT THEM BACK AGAIN THE CONTAC *****S THEY SENT ME HAS A DATE OF 2020 AND 2021 WITH EXP. DATE 2025 AND 2026. I CALLED FOR A NEW REPLACEMENT. THEY SAID THAT FRESH LOOK IS DISCONTINUED. THEY ASKED FOR A NEW PRESCRIPTION IN ORDER FOR THEM TO SEND ME MU REFUND. I GOT THE NEW PRESCRIPTION THEY ARE COMING WITH NEW IDEAS THAT MAKES NOT SENSE. THEY ARE NO LOOKING INTO THE DATE OF THE *****S THEY SENT ME AND THE EXP. DATE. THEY SENT ME *****S THEY WERE MADE ORIGINALLY BACK IN 2020 AND 2021. EXP. DATE 2025 AND 2026. I SENT THEM A PICTURE OF THE *** *****S. I WANTED TO SEND BACK TO THEM THE *****S. I LIKE TO GET MONEY BACK, IT SEEMS TO ME THEY ARE MAKING EXCUSES AND MORE EXCUSES. I WANT MY MOMNEY BACK. I FEEL THEY ARE FROM AN OTHER COUNTRY. THEY SOUND LIKE FROM *****. THEY HAVE AN ACCENT, BUT WE ARE NOT COMMUNICATING WITH A COMMON SENSE.

  

  Business response

  04/04/2024

  Hello,
  Thank you for allowing us to respond to complaint #********.
  Alcon takes reports of complaints from our customers very seriously.  Upon receipt of customer's complaint, we immediately contacted our ***************** and ********************* to obtain information concerning the customer's complaints made with **********************.  Based on the information received from our ***************** and Compliance team, we have determined that Alcon can not provide a refund on contact lenses we replaced over a year ago. We agreed to replace the product on her original complaint back in December 2021 complaint ID # *******. This complaint was first reported in December 2021 and replacement lenses were sent in February 2022.
  Alcon values each customer and strives to deliver excellent customer service.  We regret that our customer had a less than optimal experience. For additional questions please contact us at **************.

  Customer response

  04/04/2024

  Complaint: 21512956
  
  I am rejecting this response because: WHEN I SPOKE WITH THEM ON FEBRUARY 2024. THEY ASKED FOR A NEW PRESCRIPTION TO REFUNDED MY MONEY. I WHEN I HEAD AND GET A NEW PRESCRIPTION. ALSO THEY SENT ME A REPLACE ****** MADE FRON 2020 AND 2021 THEY WERE NOT FRESH MADE WITH THE EXP. DATE 2025 AND 2026. THEY SHOULD BE STILL GOOD TO USED THEM. MY UNDERSTANDING IS THE FRESH LOOK IS DISCONTINUE DO THE BAD QUALITY OF THE LENSES. THEY SENT THOSE REPLACEMENT MENTION ABOUVE, BECAUSE THE ONCE THEY SEND ME OUT INITIALLY. A PICE OF THE LENSES WERE MISSING. I DIDN'T KNOW FRESH LOOK THEY WERE GOING TO BE DISCONTINUE DO TO THE BAD QUALITY OF THE LENSES. THIS IS THE REASON WHY I REQUESTED A REFUND. WHEN I ORDER LENSES THEY LAST MY FOREVER. I HAVE A PAIR OF AIR BRUSH ONES FROM YEARS BEFORE 2020 THEY WERE STILL GOOD THIS LENSES ARE THE ONCE I HAVE BEEN WERING. THEY SHOULD REFUND ME BACK WHAT I PAY FOR A GOOD LENSES NO FOR DAMAGE LENSES.  
  
  Regards,
  
  *****************************

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Systane Lubricant Eye Drops, Ultra High Performance Dry Eye Relief, Lot: 11F31, Exp: 2025/08 Immediately after I used this eye drops, both of my eyes developed lots of stringy, white mucus. Eyes were turned to red and stuck together. It was very difficult to open my eyes. I had to seek medical treatment. The doctor prescribed "ciprofloxacin 0.3% eye drops". I used the prescribed eye drops for 3 days then the situation start improving. My eye are back to normal after 5 days of this treatment.Reference number with Alcon is PR#*******

  

  Business response

  04/01/2024

  Hello,
  Thank you for allowing us to respond to complaint #********.
  Alcon takes reports of complaints from our customers very seriously.  Upon receipt of customer's complaint, we immediately contacted our ***************** and ********************* to obtain information concerning the customer's complaints made with **********************.  Based on the information received from our ***************** and Compliance team, we have determined that Alcon is not able to refund for pain and suffering, lost wages, or travel expenses. We agreed to refund for the product and encouraged to provide the requested documents of medical expenses for refund review. 
  Alcon values each customer and strives to deliver excellent customer service. We regret that our customer had a less than optimal experience. For additional questions please contact us at **************.
  
  Thank you,
  Alcon Vision, LLC.

  Customer response

  04/01/2024

  Complaint: 21499723
  
  I am rejecting this response because:

  The contaminated eye drops caused me to seek medical treatment. I suffered a whole week wondering if my eye will have permanent damage. 
  
  Regards,
  
  ***************

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased Alcon Total 30 lens at my ********************* which happens to be an Optic Gallery. I was given a form to request a $75 rebate. I provided everything that was requested but received an email stating that my rebate was on-hold and needed clarification on the purchase location. I provided a letter explaining that my Optometrist's receipts have always shown his name and address and have received rebates in the past with this receipt format. I provided a web page showing that the address of the Optic Gallery is the same as my Optometrist. A few days later I received the same email again. I provided a note requesting an explanation of what additional info is needed. Again I received the same "form" email. Apparently Alcon has decided to promise rebates but not pay them even when the info required is provided. Judging by the number of negative reviews on your site citing the same issues I have, this has become procedural for them. They are impossible to contact directly so I am hoping a complaint my get their attention.

  

  Business response

  03/28/2024

  Hello,
  Thank you for allowing us to respond to complaint #********.
  Alcon takes reports of complaints from our customers very seriously.  Upon receipt of customer's complaint, we immediately contacted our rebate vendor to obtain information concerning the rebate submission. Based on the information received from our Rebate Vendor, we can see the customers replacement card was mailed out on March 21, 2024. Customer should be receiving a Visa Prepaid Card within the next 3-4 weeks.
  Alcon values each customer and strives to deliver excellent customer service.  We regret that our customer had a less than optimal experience with our rebate process. If customer has any further concerns, we ask that they please call Alcons Rebate Vendor at ************** and they will be happy to assist.
  
  Thank you,
  Alcon Vision

  Customer response

  03/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to the Optometrist, ******************************* in *******, **, and they recommended switching contacts for no reason other than I would receive a $100 rebate for switching to Alcon. Great. The eye center told me to get the rebate you need to submit 2 receipts, one from the appointment and one for the contacts, as well as a picture of the contact box when they come. According to them and Alcon's materials, you have 30 days to submit these things through Alcon's website. They told me the contacts would take two weeks to come and that's how long they took. Very convenient for them that the 30 days becomes 16. I submitted my receipts the day after the appointment (29 days left for the rebate) even though ******* ***************** "You need to include a picture of the box of contacts." Denied. "You need a name on all documents." Convenient. It was pretty easy to piece together that I paid for everything, but oh well, I contacted the optometrist and they got me a new receipt that included my name and I submitted it to Alcon's portal. Denied. "Blank or hard to read document." Look at those documents and tell me they are hard to read. The receipts are clear. They are banking on people not wanting to put up with the hassle of going back and forth. Both sides, the optometrist and Alcon, conveniently ping pong responsibility to the other, chipping away the 30 days. They intentionally make the process long, drawn out, and difficult to stop people from getting the rebate they promised. The sign-up process took longer than any other website's sign up I've ever seen and I worked as a software engineer. I shouldn't have to make several phone calls and log onto Alcon's rebate portal 4 times and spend 4 hours just to have a chance at a rebate that they used to get me to make the switch to their product in the first place. If you need more documentation and time stamps I am happy to help.

  

  Business response

  03/18/2024

  Hello,
  Thank you for allowing us to respond to complaint #********.
  Alcon takes reports of complaints from our customers very seriously.  Upon receipt of customer's complaint, we immediately contacted our rebate vendor to obtain information concerning the rebate submission. Based on the information received from our Rebate Vendor, we have asked that this rebate submission be validated. Customer should be receiving a Visa Prepaid Card within the next 3-4 weeks.
  Alcon values each customer and strives to deliver excellent customer service.  We regret that our customer had a less than optimal experience with our rebate process. If customer has any further concerns, we ask that they please call Alcons Rebate Vendor at ************** and they will be happy to assist.
  
  Thank you,
  Alcon Vision

  Customer response

  03/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 99% of people wouldn't go through the hoops that I did to get this rebate that was promised. They are counting on that. Please stop them from doing this again.
  
  Regards,
  
  ***********************

• Initial Complaint

  03/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I filed for a $100 rebate. I never received the email. They are now refusing to honor the $100 rebate as they claim the email was sent over 1 year ago. I never reieved the email and am seeking the $100 rebate.

  

  Business response

  03/18/2024

  Hello,
  Thank you for allowing us to respond to complaint #********.
  Alcon takes reports of complaints from our customers very seriously.  Upon receipt of customer's complaint, we immediately contacted our rebate vendor to obtain information concerning the rebate submission. Based on the information received from our Rebate Vendor, we have asked that this rebate submission be validated and customer receive payment of the remaining balance on the card. Customer should be receiving a Visa Prepaid Card within the next 3-4 weeks.
  Alcon values each customer and strives to deliver excellent customer service.  We regret that our customer had a less than optimal experience with our rebate process. If customer has any further concerns, we ask that they please call Alcons Rebate Vendor at ************** and they will be happy to assist.
  
  Thank you,
  Alcon Vision

  Customer response

  03/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I will reopen if I do not receive the prepaid card within the specified timeframe.
  
  Thank you,
  
  *****************************

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Alcons rebate program is designed to make it difficult for actual rebate reimbursement and to pocket the money. My contacts were ordered at the end of the year, the order was mismanaged by the *************** and was not filled correctly. After a wait of close to 2 weeks it was filled however I was out of town on a planned vacation over the holidays and could not pick them up right away. None the less the 2 months period for me to submit my claim was not 2 months and expired. When I went to claim my rebate it was not allowed and no number/email given for grievances. This is clearly a scam to get buys to purchase high quantity expensive contacts with a false promise of a rebate

  

  Business response

  03/18/2024

  Hello,
  Thank you for allowing us to respond to complaint #********.
  Alcon takes reports of complaints from our customers very seriously.  Upon receipt of customer's complaint, we immediately contacted our rebate vendor to obtain information concerning the rebate submission. Based on the information received from our Rebate Vendor, they have made multiple attempts via phone and email to reach customer and have not had a response. 
  Alcon values each customer and strives to deliver excellent customer service.  We regret that our customer had a less than optimal experience with our rebate process. If customer has any further concerns, we ask that they please call Alcons Rebate Vendor at ************** and they will be happy to assist.
  
  Thank you,
  Alcon Vision

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a years' worth of contacts from My Eye Dr. *** product was Alcon lenses. A $100.00 rebate was offered. I completed all necessary steps and was told to allow up to 6 weeks. I received an electronic rebate. I attempted to use it at popular vendors such as Target and Amazon and Best Buy. It never worked, was declined or required a pin number that I was not provided. I have reached out to Alcon many times with no response after extremely long wait times. Finally - I reached someone who said that the card had been loaded with money but was invalid/expired. If I would have known it would be this difficult to receive my rebate- I would have gone with another vendor instead of paying so much initially. I was deceived. I would like the promised rebate of $100.00 immediately sent to me in a physical card. My token ID is ****************

  

  Business response

  02/22/2024

  Hello,
  Thank you for allowing us to respond to complaint #********.
  Alcon takes reports of complaints from our customers very seriously.  Upon receipt of customer's complaint, we immediately contacted our rebate vendor to obtain information concerning the rebate submission.  Based on the information received from our Rebate Vendor, we have asked that this rebate submission be validated, and customer receive a replacement card. Customer should be receiving a Visa Prepaid Card within the next 3-4 weeks.
  Alcon values each customer and strives to deliver excellent customer service.  We regret that our customer had a less than optimal experience with our rebate process. If customer has any further concerns, we ask that they please call Alcons Rebate Vendor at ************** and they will be happy to assist.
  
  Thank you,
  Alcon

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a year worth of lenses for my son because of the rebate ($200). I uploaded all the necessary forms to get the rebate on 08/31/2023. Alicon choice is supposed to send the rebate within a month. Then on 11/21 /23 I received an email that stated that the claim was on hold and action was required . I did call Alcon choice and they told me that I would receive an email including how to choose the rebate form ( card or else ) within 2 weeks. I did check my email ( including junk email ) and I did not receive anything.I did call again on 1/16/2024 and I got the same answer, that I would receive an email within 2 weeks .Today we are 2/11/24 and I still have not received anything.Alcon choice rebate is a scam .

  

  Business response

  02/22/2024

  Hello,
  Thank you for allowing us to respond to complaint #********.
  Alcon takes reports of complaints from our customers very seriously.  Upon receipt of customer's complaint, we immediately contacted our rebate vendor to obtain information concerning the rebate submission. Based on the information received from our Rebate Vendor, an appeasement was processed for this patient for $200.00. According to our agent records, we spoke to the customer on the number on file on 2/15/24 to advise of claim approval and an email was also sent to her email address on file to recap the discussion.
  
  I have requested an agent reaches out to her again to advise. 
  
  Thank you,
  Alcon

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Alcon fulfills rebates for contact lens purchases by issuing prepaid debit cards. They are intentionally and knowingly putting an unreasonable expiration date on their prepaid debit cards, and refusing to reissue the cards after expiration. Alcon is not making it clear that the cards expire 5 months after issue. By hiding this, they have a better chance of pocketing the money themselves. For my specific situation, my contact lens purchase was made in March 2023. The card arrive in the mail in May 2023. The expiration date on the card was September 2023, and the card issuer refused to replace the expired card after November 2023. This is an unreasonable timeframe to purge a prepaid debit card.

  

  Business response

  02/01/2024

  Hello,
  Thank you for allowing us to respond to complaint #********.
  Alcon takes reports of complaints from our customers very seriously.  Upon receipt of customer's complaint, we immediately contacted our rebate vendor to obtain information concerning the rebate submission. Based on the information received from our Rebate Vendor, we have asked that a replacement prepaid card be sent out to the customers address on file. Customer should be receiving a Visa Prepaid Card within the next 3-4 weeks.
  Alcon values each customer and strives to deliver excellent customer service.  We regret that our customer had a less than optimal experience with our rebate process. If customer has any further concerns, we ask that they please call Alcons Rebate Vendor at ************** and they will be happy to assist.
  
  Thank you,
  Alcon

*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. ↩