ComplaintsforAmerica's Best Contacts & Eyeglasses

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To America's Best: About a year ago was my first time using America's Best to get an eye exam & this was around August 2023. I went to the ******** ******* location, the area where I live. My 1st impression was that it was a nice place & the Doctor. Dr ******* was very good. I decided not to get my eye glasses there in 2023, because I was made to feel uncomfortable. However, this year in 2024, I went ahead to get my eyeglasses here. I picked them up Oct 11th 2024. Right away I noticed something strange with the eye glasses and I was told it was due to the low end of progressives. I knew that was not true, because I have been wearing glasses for over 40 years. In the past, I always get the less expensive progressives and I never had a problem with them. The problem I was experiencing was not being able to see clearly when looking straight ahead, while driving or anywhere. I could see fine in my living room and I can read with them perfectly. But objects about 13 feet away and more was becoming unclear and the only way I could see them was the bend my head down and look out of the top of them. Within a few days my neck was hurting bad. I really liked these frames and wanted to keep them. But I knew if I go back to the Americas Best Store, I would be told it was basically my fault for buying the lower end progressives. Knowing I could not keep wearing these glasses like this, I had to bring them back to the store in hopes to get them fixed. Right away I am told it was because I got the low end progressives. I got upset of course. Ive never had a problem with them before and the problem was seeing distant, about 13 feet and more, but the manager insisted it was the low end progressives causing this. I thought no way this can be true. But she also stated it was not due to the way it was marked with the red pen before sending them off. I turned them over to the store today Oct 15th . I want to make sure they are fixed properly and I do not have this issue again.

  Business response

  10/22/2024

  Dear Customer Relations Representative,
  
  We are responding to the BBB Consumer Complaint #********, filed by Mr. ***** *****. We certainly apologize for what Mr. ***** has experienced with his prescription lenses.
  His complaint has been addressed by the District Manager with the vision center staff and we will be upgrading Mr.****** lenses to the next tier up; management will oversee the remaking of the lenses to ensure Mr. ***** is happy with them before and after dispensing.
  All of Mr. ****** concerns have been addressed and we thank him for his feedback, and for allowing us to take care of his eyewear needs. If Mr. ***** has any further questions, he may contact ************* directly at: **************.
  
  Sincerely,
  *************
  ******* ******

  Customer response

  10/25/2024

   
  Complaint: 22427114

  Wished I could say that this is resolved, but unfortunately it is not yet. I had to respond within a certain amount of time or the BBB would close this case. When 1st filing this complaint, the district manger did contact me by phone the next day. And today, October 25th, I went to pick up the glasses that was supposed to been corrected. The ****** ****** called me and I went in to get them. She did suggest that I go out in the parking lot and look around to make sure the glasses were correct. I did and it seemed like they were, but there was no much to look at in the parking lot and I did not notice anything until I started to drive to ******* and I could tell I had the same problem. The only way I can drive with them is to push them down to the middle of my nose and that is not how I normally wear them. Also I noticed problems when walking around in the *******. I was able to see up close but when looking straight ahead, using the center of the lenses, then it was blurry and I had to bend my head down or push the glasses down my nose. At 1st it was suggested that I see the Eye Doctor again to make sure the prescription was correct, but when almost arriving, she called and stated that she was going to bring them down some more so that I could see clearly when driving and so on. Again I explained I could see fine up close and with reading.

  Geneva told me she would order my a new prescription with the same frames and for me to keep the ones I picked up today. I did appreciate that, but they are not going to do me much good if I cant use them to drive also without having to push them down on my nose. But anyways, the new ones should arrive in 10 days or so.

  I will say that her attitude is wonderful and seem genuine in wanting to help me solve this problem. I am confused, because I get new glasses every year or two years and I have never ran into this problem before in my life. I am not sure if it is because of the particular frames or why it is not turning out correctly. Hopefully I will be able to read and drive with the new ones.
  Thank you for reaching out to me and helping me with this problem. Can you please find out why this is happening?

  
  
  ***** *****

  Business response

  11/01/2024

  Dear Customer Relations Representative,
  
  We are once again responding to the BBB Consumer Complaint #********, filed by Mr. ***** *****. We have reordered Mr. ***** his eyeglasses and upon dispensing and trying on the glasses, he expressed that seg height measurements are not satisfactory. Mr. ***** was again remeasured and therefore, we are reprocessing his eyeglass order at this time. Once the corrected lenses arrive, management will inspect them and contact the customer. We apologize for any issues Mr. ***** has incurred and we are confident that he will be satisfied with the new lenses once they are completed.
  
  All of Mr. ****** concerns have been addressed and we thank him for his patience and for allowing us to correct his order. If Mr. ***** has any further questions, he may contact ************* directly to discuss this matter at: **************.
  
  Sincerely,
  
  
  
  ************* Leadership
  ******************** Best ********************** and ******************** 

  Customer response

  11/01/2024

   
  Complaint: 22427114
  
  I am rejecting this response because:
  You state that it is not to my satisfactory as if I could have accepted the glasses and not be able to drive with them and use them as a normal person would with their eyeglasses.

  I sincerely hope this time I can use the glasses and again I will state, I have never had this problem and I am not sure what in the world is causing this and hopefully they will come back correct this time. It makes no sense that is WHY I filed this complaint

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March, I used my insurance and purchased a pair of $200 coach glasses. Here it is October, and they snapped out of nowhere without force. Also, since I've got the glasses, I have to s**** the screws on them every other day. They continue to go loose. I called America's best off dawsonville highway in ***********, ** and said because I didn't have a warranty on them, I can't get them replaced, even though I wasn't asked about a warranty and even when they put you on hold, the robot message talks about replacements and that if you purchased them before a year, you can get a replacement. I will never go back to this company. They are half a backwards and can tell they are only for it for the money because also, I received mail from them last Friday saying I owed them $25. I don't owe them a single dime.

  Business response

  10/21/2024

  Dear Customer Relations Representative,
  
  We are responding to the Better Business Bureau complaint filed by ****** *******, complaint ID #********.  We do apologize to Ms. ******* for any issues or problems she has incurred wither Coach eyeglass frame. Our records indicate she purchased her eyeglasses from ************************************************ on 03/25/2024, and we dont show any records of Ms. ******* contacting us to address any concerns with her order until now.
  
  We have contacted the general manager, and she has contacted Ms. ******* to discuss her concerns with her. Since Ms. ******* did not purchase the Product Protection Plan, (which we normally sell during the first 30 days of a purchase),Ms. Sosebees eyeglasses were not covered under warranty for any damages however, as a one-time customer courtesy we have offered to sell her the Product Protection Plan and the customer accepted this resolution. Now that she has purchased the Product Protection Plan, we are replacing her damaged eyeglasses with a new pair. The Product Protection Plan is only valid for one eyeglass replacement during the first year.
  
  We thank Ms. ******* for her feedback and for allowing us to service her eyewear needs. If Ms. ******* has any further questions or concerns, she may contact ************* at:**************.
  
  Thank you for your time and mediation.
  
  
  Violet
  *************
  ******************** Best ********************** and ********************

• Initial Complaint

  10/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am following up on an email sent on 09/3/2024 on your site about a discrepancy in charges at your ******, ** location. As of today, 10/6/2023 I have yet to receive a response. During my visit, I went for an eye exam and to take advantage of the 2 Glasses for $79.95 offer. I specifically informed the staff I was there for an eye exam and, if possible, to update my contact lens prescription, as I have done for years at your *****, ** location. Typically, I receive an eye exam and glasses with an updated contact lens prescription for $79.95 plus tax and fees. However, at the ****** location, I was unexpectedly charged $220, including $119 for the exam. When I raised my concerns with the assistant manager, I felt my questions were dismissed. Instead of addressing the issue, he primarily tried to promote your eye care club program, which he claimed would save me around $20. When I explained that the savings didnt justify the cost, he became more dismissive. I am unclear why I was charged for a New Contact Lens Exam when I did not request this. I already have contact lenses and did not receive a fitting or any follow-up, as your website states should occur. This discrepancy is frustrating. I kindly request your billing department review these charges. I attached a copy of my receipt for reference. You can review my previous purchases under my account associated with either ********************** or *********************** Your current offers include the 2 for $79.95 Glasses offer, which includes frames tagged at $69.95 with single-vision uncoated plastic lenses, and your website also says, Free Eye Exams: Get a free eye exam ($69 value) with the purchase of any two pairs of glasses. I would appreciate it if someone could clarify why these charges differ from my previous experiences and your website offers. I have now waited over a month for a response and would appreciate a prompt resolution. Thank you for your attention. I look forward to hearing from you soon

  Business response

  10/08/2024

  Dear BBB Consumer Relations, 

  I apologize for Mr. Vincent Munoz experience at our vision center. I responded to Mr. Munoz email on 09/05/2024 03:54:01 PM (see attached) . I explained the policy and broke down the pricing with Mr. Munoz. I spoke with Jennifer the store manager and she stated that what Mr. Munoz has stated is in accurate. Mr. Munoz stated that he has never be charged for a contact lens exam ( see attached). Mr. Munoz was seen at the Brick, NJ location on 7/11/23 where he had a contact lens exam in the amount of $99 which he used his GVS insurance that covered $42.00 ( a contact lens exam in 2023 was $99 and has since increased by $20 and is now $119).  Mr. Munoz purchases two pairs of glasses in the amount of $138.95 which his GVS insurance covered $76.88. Mr. Munoz grand total was $237.95 in which his insurance covered $197.95 leaving Mr. Munoz with a out of pocket expense of $40 which he paid with a visa. On 9/3/24 Mr. Munoz visited the Howell, NJ location and received a new contact lens exam in the amount of $119 ( which is the new price in 2024 for a contact lens exam) and also a retinal imaging which is and additional $20.00.  Mr. Munoz purchased two pairs of frames as well for $39.98 each bringing the total to $218.95. Mr. Munzo did not use insurance but paid out of pocket using a debit card. I explained to Mr. Munoz the two for $79.95 offer is our starting price and includes Single Vision basic plastic lenses, full-rimmed frames from our $69.95 price selection, and a free eyeglass exam only. This offer does not include any additional features such as tint, anti-reflective coating, thinner lenses, bifocals, warranty, etc. I explained to Mr. Munoz the policy which is as follow; Contact lens exam is $119 This automatically includes eyeglass prescription so if a patient is wanting both, they only need to have the CL exam. This is free when customer is part of the Eyecare Club membership. The CL exam is not part of the two pair promo with the “free exam”. also exams are non-refundable*, as they are a service provided by the doctor. Once again I have addressed Mr. Munoz concerns and provided him with accurate pricing and America's Best policy. 

   

• Initial Complaint

  10/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Deceptive charge. Charged for medical level 2

• Initial Complaint

  10/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I visited americas best to have an eye exam done for myself and daughter on 9/14/24. I am in the process of completing a claim for supplemental insurance plan and needed to know the *** code as well as the tax ID. I was told by the person who picked up the phone as well as the store manager that they dont have *** codes or a billing department who could help with this information. I also asked for the tax ID and they refused to provide it. There has to be a *** code for billing purposes and the tax id should have been givin no other provider who I have ever frequented has given me this poor experience. I dont want to jump through hoops but would like to have the information I am requesting. I visited the two notch location but they did not come up on the list FYI

  Business response

  10/08/2024

  Ms. Jones, 

  I apologize for the inconvenience.  The store location enters the sale at the store, but the corporate office does all of the billing.  The store would not have this information.  Below is the information you requested.

  Comprehensive exam 92004 $69.00

  Retinal Photography 92250 $20.00

  Tax ID 581910859

  Please call 844-442-0396 for any other billing type issues.  We will be happy to assist you.

   

  Kindly, 

  Greg

   

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 31, 2024 I went for an eye exam appointment at Americas Best Contacts in ***************. They informed me that they accept my vision insurance plan, but they are actually out of network. Because of this my insurance reverted to a shared cost plan, so my contacts allowance went to paying the out of network costs instead of covering the cost of my contacts that I now have to pay out of pocket for. They were dishonest about being an in network provider for my insurance plan and put in an out of network claim without my knowledge.

  Business response

  10/11/2024

  Ms. Kesten, 

  I'm not sure how you asked the store about your insurance, but if you asked, "Do you accept my insurance," the answer is yes.  You've been coming to our location for 4 years to use your insurance.  At no point would we have said that we are in-network when clearing we are not.  I do apologize for this miscommunication or misunderstanding.

  Best, 

  Greg

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received an eye exam a few years ago from Americas best at 2030 ******* ***********************************. They are refusing to email me the prescription citing hippa, which I know for a fact is a lie because the fcc website states that it can be emailed if consent is given and they verify my information. I no longer live in ******* and cannot pick it up in person, which they are saying is the only way. Im fairly sure its against the law for them to deny my prescription. I want my prescription emailed to me.

  Business response

  09/18/2024

  Dear Customer Relations Representative,
  

  
  We are responding to the Better Business Bureau complaint filed by ***************************; complaint ID # ********. We do apologize for any delays ****************** has incurred when requesting his prescription.The customer was contacted by management to inform him that the vision center is not able to email prescriptions; however, the prescriptions can be faxed, mailed,or provided in person.
  
  At this time, we provided ***************** with his eyeglass prescription via email from our corporate offices.The prescription was emailed to the customers email, reflected in this complaint. If ****************** has any further concerns, he is welcome to contact our ************************ directly for further assistance. We thank ***************** for his time and patronage.
  
  Thank you for your time and mediation.
  
   
  ************* Leadership
  ******************** Best ********************** and ********************
  **************

  Customer response

  09/18/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the worse company to buy glasses from, I bought a lens from this company with my frame. They do not educated me AT ALL when it comes to different of lenses. Now they have make mistake twice and I still having problem with my glasses. Tried to contact but they told me I have to pay for to get a new lenses. I tried to wear it and I m extremely dizzy with the lenses the provide. I would like my lenses to fixed without any other fees

  Business response

  09/18/2024

  Dear Customer Relations Representative,
  
  We are responding to the Better Business Bureau complaint filed by ***** ********; complaint ID # ********. We apologize for any misunderstandings and/or any service delays Ms. ******** has incurred and we assure her that her concerns have been addressed with management.
  
  Our records indicate that *********** purchased her single vision polycarbonate lenses from our ****** ** on 01/23/2024. She then picked up her eyeglasses and according to management, the previous manager, ******, assisted the customer. She indicated to him that she wanted to be upgraded to a bifocal. ****** spoke with Ms. ******** in great detail regarding this matter and he also upgraded her (at her request) lenses to lined bifocals, free of charge, on 02/06/2024. The difference in the cost for this courtesy upgrade is aprox. $70. Records also indicate that Ms. ******** called the store on 02/24/2024 and spoke with ******. She stated that she does not want lined bifocals either and wants to be upgraded to a progressive (no line) bifocal lens. The current general manager ****** advised the customer that she may upgraded however, she would have to pay for the price difference. Furthermore, we dont show that Ms. ******** has returned to the vision center since then to discuss this matter with management, or to upgrade her lenses. Please know that we have a 30-day policy for changes to be made to orders; this includes order corrections/exchanges/refunds,etc.
  
  At this time, the customer is welcome to return to the ********************** center and speak with the manager, ****** if she would like to upgrade her lenses. We currently have a 2 pair for $149.95progressive/no line bifocal offer. This offer is our starting price for progressive bifocals and it is a temporary promotion. Further details are available by visiting our website at:  ***********************************************************************************
  
  If the customer would like to discuss the different types of progressives we offer, she may contact ******,and she will provide her with further details/pricing. Unfortunately, we will not be able to upgrade Ms. ******** once again, without collecting payment for a new order.
  
  Once again, we thank Ms. ******** for her feedback and purchase. If she has any other concerns, she is welcome to contact our ************************ directly at: **************.
  
  Thank you for your time and mediation.
  
  
   
  ************* Leadership
  ******************** Best ********************** and ********************

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have visited ******* Best Vision in ***** ***** and each time Ive had contact with manager ****** not sure of his name. Hes very very rude which makes me angry really quick. I been speaking with other people in the office and hes rude with speaking over individuals. I asked on today about a bill and date of service he was very rude. I have decided I will never return to this establishment. I had the same eye ** in ******** ***** for over 12 years and to think a small establishment hires and keeps someone on staff that is this rude is unbelievable. He has hung up the phone on multiple occasions. I asked for district manager name on today and his response was just like I said before it *******. *** asked several times to report his behavior.

  Business response

  09/16/2024

  Dear Customer Relations Representative,
  
  I am responding to the BBB Consumer Complaint #********,filed by ***************************.
  
  We apologize for the problems that ************ has encountered at this location and for any poor service she may have received. I have addressed her concerns with both the store manager of this location as well as the district manager, ****** and *******. ****** let me know that shell be back in the *****, ** location this Friday 9/20/24 and will be personally reaching out to ************ to follow up and resolve. We appreciate Ms. ***** feedback so we can get this addressed.
  
  Please be advised this complaint has been received and documented here at our corporate office, where it will remain on file. Once again, I do apologize and if I can be of further assistance, please feel free to contact me.
  
  Sincerely,
  
  *******
  Customer Care

  Customer response

  09/16/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My appointment was on 8/21/24 at 3:15:11 PM. I was checked out by ******. I picked up my glasses 09/04/24 tried to adjust to them but still couldn't see nothing. Took back today 09/09/24 an was helped by ******* at 12:17:20 PM. The eye ** did not do a diabetic eye exam even though I told her I was diabetic and the meds I am on. I went ahead got the prescription filled thinking maybe she's right even though I am a severe diabetic I just need an ordinary exam. Had take all 3 pairs back because I CANNOT SEE OUT OF THEM!!!... THEY TELL ME THEY HAVE TO ISSUE A CORPORATE CHECK WHICH WILL COME IN THE MAIL.. OK the lady in the office today couldn't even tell me when I will get it so I can make an appointment somewhere that will actually do a diabetic exam.. she just takes the glasses an hands me a paper to sign so she can put in the computer for them to mail me a corporate check. When can I expect my money back???? Seriously!!!

  Business response

  09/10/2024

  Dear Customer Relations Representative,
  
  I am responding to the BBB Consumer Complaint #********,filed by *****************************. We certainly apologize for any inconvenience this may have caused.
  
  I apologize for ********************** experience with the doctor and vision center,and thank her for her feedback. I have addressed her concerns with the store manager, ******. Per our refund policy, we refund as a corporate check for all cash purchases over $35. I see the refund was processed by the store on 9/9/2024, which means our corporate office will cut and mail the check on 9/11/2024, so I would think ******************** should get it sometime next week.Please note the check will be mailed via **** and will be coming from National Vision, Inc. in ** (not Americas Best, so please dont think its junk mail).
  
  Please be advised this complaint has been received and documented here at our corporate office, where it will remain on file. Once again, I do apologize and if I can be of further assistance, please feel free to contact me.
  
  Sincerely,
  
  *******
  Customer Care

*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. ↩