Complaints

This profile includes complaints for America's Best Contacts & Eyeglasses's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  America's Best Contacts & Eyeglasses

  2000 Newpoint Pkwy STE E Lawrenceville, GA 30043-5577

• 

  America's Best Contacts and Eyeglasses

  17233 Cole Rd Hagerstown, MD 21740-6981

• 

  America's Best Contacts & Eyeglasses

  175 Quinn Dr Pittsburgh, PA 15275-1013

• 

  America's Best Contacts & Eyeglasses

  102 Wagner Rd Monaca, PA 15061-2456

• 

  America's Best Contacts & Eyeglasses

  2231 N. 2nd Street Millville, NJ 08332

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went for exam..went to pick up glasses and couldn't see. Had to come back another day for another exam..script was changed on 2 of the 3 paris of glasses i had ordered..the other pair was just a replacement lens.Went back AGAIN to pick up the glasses..some how they managed to put the wrong lens in the wrong frames. Instead of an intermediate pair they put in a reading lens.They also didn't have the 3rd pair in which would mean another trip back, They had called and said glasses were in so i assumed they meant the glasses were in..not 2 of the 3 ******* now i spent hours picking out the frames, ordering the glasses which weren't the correct script for me..had to redo the exam,,re order the glasses which were ordered incorrectly or made incorrectly and then get home and can see "better" out of one pair than the other and they are supposed to be the same script. I didn't even get back yet to get the 3rd pair which i have no clue what script it will be or what i will be getting. In the meantime it cost me for an **** to continually come back for mistakes that weren t mine. The manager there was VERY nice and i'm not blaming anyone but i have been coming to americas best for more than 20 years at another location. I want reimbursment for my time and trouble at this point not to mention i wound up paying out of pocket for the 2 pair i have now which aren't even the correct scripts in the frames.

  Business Response

  Date: 11/20/2024

  Dear Customer Relations Representative,
  
  I am responding to the BBB Consumer Complaint #********,filed by Ms. *** *** *****. We certainly apologize for her experience with our vision center.
  
  I am the Supervisor who spoke to Ms. ***** when she called into our ************************ on 11/18/2024. Per our conversation, I let Ms. ***** know I would have to forward her concerns to the District Manager of the store, *****, which I did the same day.
  
  ***** emailed me yesterday and let me know shes spoken to Ms. ***** and agreed to refund her as a courtesy. ***** stated shell be communicating with the store manager so they are aware customer will be coming in with her debit card for the refund. At this time everything should be resolved.
  
  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 Team Lead

  Customer Answer

  Date: 11/20/2024

   
  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,  Thank you very very much for all of your help.
  
  *** *** *****

• Initial Complaint

  Date:11/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited *******'s Best, ******* in *****, *******, ****************, 10/11/24. I first met with Yudi. Before my exam began I was offered to pay an additional amount ($30) according to the type of exam chosen. I have my exam and then proceed to select my frames/options.I requested high index which I have worn for over 10 years. I opted out of anti-glare because I didn't want the coating. I selected progressive with high index. I picked up my glasses on 10/25/24. I immediately called back to AB because it was noticed the glasses were still a bit thick on the edges. Yudi explains I need to see the manager ********. I come back in and speak with ******** and explain to her my issue with the high index. She explains the measure they use & that they don't go any lower. ******** offers roll & polish for the edges but says I will not like them, but she would do it. Bu that they don't go any lower for high index. She stated, continuously I wouldn't like ***************** stated, if I got anti glare it would make a difference as far as the thickness being noticed. I went ahead and paid more money for anti-glare.I picked up my lenses (11/16) after never receiving a call that they were in over the 7-10 days. The receptionist get my classes to replace the old lenses with the new. As I am putting g the glasses on, I notice numbers in the lenses. I have NEVER had the issues with my glasses that I am having with AB. They keep saying it's because of your prescription or it maybe the brand. I don't like how as a customer who wears glasses & has for over 10 years, to continuously be told that's how it is. I HAVE NEVER HAD NUMBERS (SEEN) IMPRINTED VISIBLY IN MY GLASSES. THEY TAKE MY OLD LENSES & TRY TO TELL/SHOW ME THE #S ARE THERE. YOU CAN'T SEE THE IMPRINT IN THE LENSES, IM WEARING. I ASKED FOR A REFUND FOR THE ANTI-GLARE. I STILL HAVE MY 1ST LENSES THAT I HAD AN ISSUES WITH. I NEED ANSWERS & TO BE CONTACTED FOR A RESOLUTION.

  Business Response

  Date: 11/21/2024

  Dear Customer Relations Representative,
  
  We are responding to the Better Business Bureau complaint filed by ****** ******, complaint ID #********. We thank Ms. ****** for her feedback and for allowing us to assist her with her eyewear needs.
  
  According to our Licensed Optician, the thickness of Ms. ************ is determined by her prescription, and her prescription has increased recently. Management has also suggested that Ms. ******* select a smaller frame, as the lenses do no appear to be thicker in a larger frame.
  
  As far as the etchings inside of the lenses, this is the add power that is etched in every bifocal; the markings are done and contact information regarding the prescription or add power, to make them easily recognizable to the technician, or the optician that was manufacturing/inspecting the product. It allows the lens to be verified with the correct prescription. However, the markings are meant to be undetected and placed in the area of soft focus/peripheral vision of the lens, where most people are not able to see the markings. If ********* is not satisfied with the thickness or her lenses, she also has the option to upgrade her lenses. We offer an excellent selection of lenses and lens materials; the manager suggests that she may prefer to upgrade to a digital progressive bifocal (Digimax) lens. An upgrade to a digital lens would be an additional $85 and these lenses have AR coating and help reduce the glare).
  
  If Ms. ****** would like to make any changes to her order, or if she would like a refund, she is welcome to contact the general manager, ******.Please know that changes and refunds are processed within 30 days.
  We look forward to hearing back from Ms. ****** and we thank her for her patronage.
  
  
  Thank you for your time and mediation.
  
  
  ************* Leadership
  ******************** Best ********************** and ********************
  **************
  

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22566502
  
  I am rejecting this response because:

  No one, I mean no one has reached out to me for clarity regarding this matter. This is one sided.

  This is inaccurate information from America's Best and Yuliette. Tell me where ever in life are the numbers visibly etched in glasses to be visibly viewed for any where I go for people to see numbers etched/imprinted in eye glasses. This is insane. I do not need a quote on prices. I paid for anti-glare I was encouraged to receive to hide the thickness of the glasses. I have no issues with my prescription increasing. I do have a problem with paying out of pocket for  glasses and it not be correct or differences shown. I HAVE NEVER HAD NUMBERS ETCHED/IMPRINTED VISIBLY FOR VIEWING. YOUR COMPANY CAN'T COMPREHEND THIS. Prescription being included in the lenses is one thing. Being able to clearly see it is another. High index should have a comparison. I was never asked what my previous vision/prescription was or were my previous glasses asked to be seen. I was offered single vision. NOW WHY ON GOD'S EARTH WOULD I WANT SINGLE VISION IF I HAVE MYOPIA (as said) and NEED MULTIFOCAL, WHY WOULD I BE OFFERED SINGLE VISION?

  If I go to smaller frames & the high index is still an issue, then what will be the response?

  Yuliette, stated "Vision works probably uses 1.6 & AB uses 1.74 & they don't go lower." for high index. That tells me my lenses could be thinner. Yet this is being made about my prescription increasing.

  This isn't a money issue, it is an comprehension issue. I requested someone other than Yuliette give me a call. If this doesn't happen, then I will be taking the next step to have this resolve.

  I will be making a formal complaint with other agencies if this can't resolved at this level. 

  Note: ********** never just take one side of the story from your employees.

  
  Sincerely,
  
  L ******

  Business Response

  Date: 11/26/2024

  Dear Customer Relations Representative,

  
  We are once again responding to the Better Business Bureau complaint filed by ****** ******, complaint ID #*********
  We have contacted via telephone,and we discussed her options. Ms. ****** indicated that what she would like if for our lab to reprocess her lenses and we have appeased Ms. ******* At this time, we are reprocessing her lenses (as a one-time courtesy) at the customers request.Once the newly manufactured eyeglasses lenses arrive Ms. ****** will be notified. We thank her again for her time and feedback.
  
  Thank you for your time and mediation.
  
  
  ************* Leadership
  ******************** Best ********************** and ********************
  **************

  Customer Answer

  Date: 11/30/2024

   
  Complaint: 22566502

   

  ****I only rejected the business response because it's only 2 choices. I am not able to respond under accept business response. *****

  I have spoken with a *** from America's Best. I thank the *** for listening, understanding & responding. I am awaiting new lenses without numbers visibly etched in line view, anti-glare, progressive, high index/roll & polish(ABs term).  I am awaiting the new lenses to give final review &  close out this complaint.
  
  Sincerely,
  
  L ******

• Initial Complaint

  Date:11/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i went in to get my glasses tignted and the frame was bent. and i can not see clearlh

  Business Response

  Date: 11/18/2024

  Dear Customer Relations Representative,

  
  We are responding to the Better Business Bureau complaint filed by ******** *******, complaint ID #********. In order to research this complaint, we will need additional information; what date did she visit our vision center, and which vision center location did she visit?  Did Ms. ******* ask to speak with the vision center manager for further assistance?
  
  Once we have this information, we can research her complaint and respond accordingly. Moreover, if Ms. ******* would like to contact us directly, she may contact our ************************ at: **************.
  
  Thank you for your time and mediation.
  

  
  ************************
  ******************** Best ********************** and ********************

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband had an appointment on 11/2/24 for an eye exam. I also had a follow-up appointment for contact (close out) to receive my prescription. I've been going to this location for about 5-6 years (if not longer) and have really never had a bad experience. Well, this fiasco has changed things completely. My husband had his exam as planned and was given the specifics along with a referral to an Ophthalmologist. Details regarding the referral was miscommunicated but resolved and then the glasses arrive and they are not correct after 3-4 visits to try to resolve we are now being told that the initial information given was not accurate and the prescription should be updated too progressive and downgrade from two pairs to one to not pay a difference. Please note, we were given different options but this is the most cost effective based on the original miscommunication and staying within that budget.When ******* managed this store and his predecessor the issues did not exist. Its really unorganized and a place after my club membership is up, I will not be continuing at this location and maybe no others.

  Business Response

  Date: 11/19/2024

  Dear Customer Relations Representative:
  
  In response to the Better Business Bureau complaint filed by ***** **********;Complaint ID #********, we sincerely apologize for any concerns *** ********** has incurred with his new eyeglasses.
  
  We definitely want to assist ************** and we have addressed his concerns with management. The general manager,***, has contacted the customer and his wife and discussed his referral to an Ophthalmologist and she has also discussed the option to upgrade his *********************** this time, the manager has offered to upgrade one pair out of 2 (free of charge) to a progressive (no line) bifocal at no additional cost to ************** as a one-time courtesy. We are certain that the customer will be pleased with the level of service he is receiving in our vision center going forward, and we thank him and his wife for providing us with feedback on the customer service.
  
  Once again, we do apologize for any misunderstandings, and we thank *** and Mrs. ********** for contacting ************** and for allowing us the opportunity to service their eyewear needs. If *** ********** has any further questions, he is welcome to contact ************* directly at: **************.  
  
  
  Thank you for your time and mediation.
   
  Violet
  *************
  ******************** Best ********************** & ********************
  

• Initial Complaint

  Date:11/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Exam was April 30th 2024 from April 30th, about 6 months to get glasses right, keep putting progressive lenses on me, I need line bifocal. Finally got them at the end of August. It's been 7 months and I still have not got my contact right, keep putting multifocal lenses on me. I request mono focal lenses, one eye for reading and one for distance. It work better for my astigmatism. They also will not give me the prescription until I can see out of their contact lens that I can't wear. Hard to do! I've been wearing glasses since I was 6 years old, and contacts pure version 2, since ************************************************************************************************************************** needed. I understand that there are changes. But this been a hassle in my life! Not being able to see is difficult and I'm trusting you to fix it. Then it should be right for me not what a computer thinks. I have talked to store, and been told that I'm a problem.AMERICA'S BEST SHOULD BE CALLED AMERICA'S WORST!

  Business Response

  Date: 11/18/2024

  Complaint ID ********

   

   

  Please be advised we have refunded the full out of pocket expense in the amount of $300.19 to the original tender. The patient has accepted the refund and a copy of the transaction is included in this response. 

  Kind Regards, 

   

   

• Initial Complaint

  Date:11/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April I went to *******'s best for eyeglasses, I ordered 2 pair, sunglasses had a flaw in them and had to be redone 3 times. Still not right but they gave me a free pair so I let it go. The clear lenses are still not right, I have gone back several times to have them adjusted, it takes about 45 min for me to get to the store, I have been in numerous times. I still cannot use them when driving, which is a problem since I drive a truck. The last time I went in to see about resolving this, I was told I was past my 30 days and had to start over. I was offered a discount on my eye exam which is free with my insurance, I was a little insulted and told them to keep my glasses since they were useless. Apparently progressive lenses are beyond their capabilities, I would like a refund so I can go somewhere else.

  Business Response

  Date: 11/15/2024

  Dear Customer Relations Representative:

  
  In response to the Better Business Bureau complaint filed by *** *******;Complaint ID #********* we sincerely apologize for any issues concerning her eyeglass prescription and for any lack of assistance incurred.
  
  We definitely want to assist Ms. ******** and we have addressed her concerns with management. The manager has contacted Ms. ******* to arrange for the customer to return to the store, so that we may correct her eyeglasses. According to our records, Ms. ******* revisited the vision center in **************** ** today and we are remaking her lenses with the updated measurements.
  
  Once again, we do apologize for any misunderstandings, and we thank Ms. ******* for contacting ************** and for allowing us the opportunity to service her eyewear needs. If Ms. ******* has any further questions, she is welcome to contact ************* directly at:**************.  
  
  
  Thank you for your time and mediation.
   
  Violet
  *************
  ******************** Best ********************** & ********************

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been coming to Americas Best in **************************** since 2020 and never had any issue, Until Nov. 2023 i had my annual eye examination done, doctor said my prescription hasn't changed and i can continue with the same prescription.Employee "JC" assisted me with transaction for a new glasses with my current prescription.Weeks after, it came in and i picked up in store, as soon as i tried it on, i felt slight dizziness and repeatedly asked if it's the same prescription as my old one since the doctor said that nothing has change and my eyesight remains the same as my current prescription.The new glasses seem to have incorrect prescription. they advised that it's just probably brand-new so my eyes getting used to the new glasses. i trusted them and went along wearing this for 2 months, but i had daily headache and discomfort feeling that my right eyeballs feel like swollen and popping out of my eye socket, I contacted them after and they advised that wrong prescription was given with the new glasses, i was nice about it and they changed the glasses with the correct prescription, everything went ********* FORWARD... 8 MONTHS AFTER WEARING THE CORERECT GLASSES WITH NO ISSUE. My glasses frame broke and as part of the 1-year warranty I'm entitled to a replacement per contract.i went to the store and the same employee "JC" assisted again with the transaction.I got my replacement glasses Oct 31 2024 and have been wearing them for 5 days now. i experience the same headache and feeling my right eyeball is popping out of my eye socket, the discomfort and pain it caused me was such an inconvenience.I called the store only to find out that wrong prescription is ordered for my glasses again. FOR THE 2ND TIME THIS HAS BECOME A NEGLIGENCE BY THE SAME EMPLOYEE. Today is Nov 4 and all they can offer me again is to order the correct glasses which take time to order.This is no longer acceptable!The patients' health is being jeopardize by this negligence!

  Business Response

  Date: 11/11/2024

   Dear Customer Relations Representative,
  
  We are responding to the Better Business Bureau complaint filed by **** **** *****, complaint ID #********.  We do apologize to Ms. ***** for any concerns she has encountered pertaining to her eyeglasses, and we thank her for contacting us, so that we can assist her with this matter.
  
  We have addressed her concerns internally and we apologize for any prescriptions concerns. The general manager has reprocessed the customers ********************, and he also requested that they be rushed for the customer. We assure Ms. ***** that we carefully verified her prescription for any further issues. A new pair of eyeglasses has been completed, as of today, for Ms. ***** and she has been contacted already. She is welcome to return to the vision center to pick up her new eyeglasses. If she has any further questions or concerns at the vision center level, she may ask to speak with *****, the general manager. She may also contact ************* at: ************** for further assistance.
  
  We thank Ms. ***** for her time, and patience, and we look forward to continuing to service her eyewear needs; her business is most appreciated.
  
  Thank you for your time and mediation.
  
  
  Violet
  *************
  ******************** Best ********************** and ********************

• Initial Complaint

  Date:11/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid in full, cash + insurance, for an eye exam - glasses and contacts for my teenager. America's Best is now refusing to give me my child's contact lense prescription or contact lenses because he can't pass a poorly administeted "contact-lense-insertion" training class administered by a non-licensed "contact-lense-insertion" trainer. This is an *** violation. I simply want his prescription. They are refusing to give me what I have already paid for.

  Business Response

  Date: 11/04/2024

  Dear Customer Relations Representative,

  
  We are responding to the Better Business Bureau complaint filed by ****** *******, complaint ID #********. In order to research Ms. ******** complaint, we will need additional information; her daughters name, the phone number associated with her daughters order, and the vision center location/address she visited. Once we have this information,we can research her complaint and respond accordingly.
  
  Moreover, if Ms. ******* would like to contact ************* directly, she is welcome to do so at: **************.
  
  Thank you for your time and mediation.
  
   
  ************* Leadership
  ******************** Best ********************** and ********************

• Initial Complaint

  Date:10/25/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/19/2024 I visited the Americas best located at *************************************** and I really regret it. I scheduled an appointment for an eye exam for contacts and glasses. Everything was going fine until after my exam. I picked out frames and lenses. Once my order was being place I was asked if I wanted to schedule a class for the contracts.I expressed that I did not wish to take the class and I would just like the results of my vision exam. At that time I was told that the doctor wanted me to take the class and I could not get the results of my contract exam until the class is complete. This is not fair seeing as though I was not told that this was mandatory until after the exam was over,had I known that I wouldve taken my business elsewhere. I used insurance and I only get one visit a year I also had a $20 copay. Just like the company expects to be paid for the complete eye exam I should have the right to have access the full results of my exam..

  Business Response

  Date: 10/30/2024

  Dear Customer Relations Representative,
  
  We are responding to the Better Business Bureau complaint filed by ***** *****,complaint ID #********. We do apologize for any misunderstandings Ms. ***** has incurred. We have escalated her concerns to the vision center manager,********. She informed us that she has spoken with the customer and after reviewing the customers chart, its not necessary for Ms. ***** to obtain an insert and removal class, as she is not a first-time contact lens wearer. ******** may reach out to the general manager for a copy of her contact lens prescription.
  
  We thank Ms. ***** for contacting us, for her patience and for allowing us to service her eyewear needs. If she has any further questions or concerns, she may contact ************* at: **************.
  
  Thank you for your time and mediation.
  
  Violet
  *************
  ******************** Best ********************** and ********************

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am so mad, I went here 2 weeks ago but it was too early for my insurance but I did asked the girl if I get both contact and glasses exam would my insurance cover it she said yes, so today I went in for my appointment of course I waited an hour before being seen but anyway when I checked in I once again asked if my insurance covered both and she said yes, imagine my surprise when I'm charged $55 because it doesn't cover both, charging me for their mistake is wrong needless to say I left with no glasses and will never use nor recommend them ever again.Also my exam took all of 5 minutes, they just rush people in and out.

  Business Response

  Date: 10/28/2024

  Dear Customer Relations Representative,
  
  I am responding to the BBB Consumer Complaint #********,filed by Ms. ******** ********. We certainly apologize for any miscommunication that may have occurred.
  
  I have looked over Ms. ********* account, as well as her case in ************* that was being handled by one of our other agents. I have addressed her concerns with the store manager, *******, who is also aware of this.
  
  The $55 in question was the copay for the contact lens exam Ms. ******** had on 10/14/2024. Usually, insurance doesnt cover the whole contact lens exam fee resulting in the copay. This is not something we can control, and it is up to the insurance company to decide how much they cover. Ms. ******** would have to contact her insurance company directly for any details on how this is calculated on her insurance side.
  
  ******* informed me that she has spoken to Ms. ******** the week before last, and was expecting to see her on 10/21/2024 to get her taken care of. ******* stated she will be providing a $55 credit on any product Ms. ******** purchases. Unfortunately, we are unable to refund the $55 as that is the exam copay for services rendered.
  
  Ms. ******** is welcome to stop into the store anytime to place her order, and Lamekia will provide the $55 credit.
  
  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,
  
  *******
  *************