AVOID THIS LOCATION. The level of professionalism at this facility is far below what patients should expect. We clearly stated that we were not getting contact lenses, yet they still enrolled us in a Sunbit loan for over $1,000 tied to a 12‑month contact lens prescription we never asked for.
They also failed to enter our insurance information, which appears to be why our basic exam was billed at an unusually high amount and not covered. We confirmed this after speaking with both Billing and Insurance on the same call.
It’s concerning that they were able to add us to a loan without issue, but now claim they cannot remove us from it. We’re now stuck dealing with the loan provider ourselves, all because the office processed a contact lens prescription we explicitly declined.
And yes, this has already been escalated to an attorney who is on standby. Customer service has been disappointing on both the Sunbit and Clarkson sides trying to get this resolved. There needs to be real accountability for situations like this.
UPDATE: After the Clarkson manager told us to call Sunbit to cancel the loan, Sunbit informed us that Clarkson must submit documentation in order for the cancellation to happen. So now Clarkson is holding the eight boxes of contacts they ordered, despite us clearly stating we did not want them and we are still stuck with a $1,000 loan we never agreed to.
FOLLOW‑UP TO OWNER:
We resolved this issue on our own over a month ago, and we’re only now receiving a response in April. Neither the in‑store team nor the corporate office offered any assistance, and although we were told a district manager would contact us, that never happened.
You don’t need glasses to see that you’re more focused on making a quick buck than actually addressing the issue. If you were genuinely committed to rebuilding trust, you would have reached out long before now, and the fact that we’re heading into July makes that pretty obvious.
Save yourself the headache and look elsewhere for eyecare. This place is all about sales, not service.
