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 & Eyeglasses

  617 Haywood Road Greenville, SC 29607

• 

  America's Best Contacts and Eyeglasses

  17233 Cole Rd Hagerstown, MD 21740-6981

• 

  America's Best Contacts and Eyeglasses

  10200 Mill Run Circle, suite 114 Owings Mills, MD 21117

• 

  America's Best Contacts & Eyeglasses

  175 Quinn Dr Pittsburgh, PA 15275-1013

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:09/06/2023

  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 have been using the same contacts for 20 yrs. I recently had an eye exam 3/23, and in the current process of reordering my contacts I found they have been discontinued. no where in the policy does it require another eye exam to substitute (Freshlook Color Blends) contacts. I requested to speak with the eye doctor and was told he/she does not call or return calls. (which is an unacceptable practice). Especially when the Doctor rudely said to me, I didn't need an eye exam to change the color or name brand of the contact lens. I find this to be unfair practice, misleading, and unprofessional. Their level of professionalism and customer service is negative low. I would appreciate clarity and the issue to be corrected, as I paid for a 3 yr plan with America's Best ************************** glasses.

  Business Response

  Date: 09/11/2023

  Dear Customer Relations Representative,
  
  *************** to the BBB Consumer Complaint #********, filed by *********************** in regard to her contact lens brand change. We certainly apologize for the issues she has experienced at our ************, ** location.     
  
  I have looked over the complaint and I followed up with the store manager ******, this morning to address it. He informed me that on 9/07/2023, ************** came to the store, was assisted by the General Manager, *******, who had placed an order for Air Optix 6PK Colors that ************** was previously offered. The order ****** was shipped First Class Mail and dispensed 9/11/2023 to **************. I understand this situation has been resolved between the general manager and ************** and we're glad we were able to assist ************** with her contact purchase. 
  
  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, 
  
  Kaylah
  Customer Care

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20564016
  
  I am rejecting this response because:

  Although the ************ facility resolved the issue,  it doesn't change that I had to leave early from work, for an appointment and issue that could have been resolved through telecommunication, had the policy stated steps to take in the event the product is discontinued. ****** was very helpful; however, there needs to be some clarity on the online policy and frequently asked questions. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/12/2023

  Dear Customer Relations Representative,
  
  *************** to the BBB Consumer Complaint #********, filed by *********************** in regard to her rejection to the latest response. Again, we apologize for the inconvenience caused by miscommunication. However, the store manager ****** tried to explain to ************** that she didn't need to pay for a new eye an exam for a brand change. ************** previous contact brand was discontinued. So was offered a substitute. ************** originally declined the Air Optics Colors because she didn't like the colors the associate named.  The doctor recommended to schedule a follow up exam with her, so that they can make sure they can place her into a comfortable brand of her liking. The store had only a limited selection of contacts available for **************, which was explained as well. ************** declined while using profanity at the associate and then came into the location at a later time greeted by the store GM, who explained the same offer, in which ************** accepted. We tried to explain our policy, which you don't agree with and became upset. However, we apologize for the confusion and management has been made aware of the clarity for our online users.  
  
  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, 
  
  Kaylah
  Customer Care
  
  

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20564016
  
  I am rejecting this response because:

  In reading the response, I found MANY mistruths. The Air Optic Colors order was blocked, I spoke to the America's Best Contact complaint office, who tried to assist me with the issue, to no avail. I am well aware the visit would not cost me as I am on the 3 year contact vision plan. The doctor did not recommend a follow up with me, as I did not need one.  Again, America's Best Contacts and Eye glasses' response is neither here nor there.  I am asking to please update the company POLICY.  There is no clause with in the policy that issues a solution for such an issue as this one. The aggravation, work leave, frustration getting to the facility, waiting to be seen (when it was not necessary) the miscommunication, and confusion as to why was I even there;  Would not have taken place had a solution been included in the policy. The customer care person would have been able to answer/ advice me with out question, doubt or confusion.  I ask America's Best Contacts and glasses, ***************** to update the policy, to reflect or advise what is to be done when

  1. Current contact lenses have been discontinued and the last eye exam was with in 3-6 months.

  2. Is the optometrist able to call the customer or respond to the customers call; give a reasonable explanation as to why not, if one has paid the cost of visit and has been seen by such

   

  Train teams in corresponding facilities with knowledge required to respond to these type of questions, instead of responding with such disregard and lack of politeness to a paying customer.

  This is why I have not expect the response as resolved. It goes beyond a facility issues, this is an America's Best Contacts and Glasses issue as a whole.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/30/2023

  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.

  August 30,2023 Time: 5:50 I never thought in years that I would ever walk into a business and get profiled due to the color of my skin, I'm new to the area and was looking into setting up an eye appointment, I asked if they could look up my insurances coverage and ******************, which is the store manage informed that if they looked up it would charge my insurance I informed that I would come back in to setup an appointment so I'm able to get fitted for glass due to my old ones are to big. I left the store thinking I was going to be a new customer, I went right next door and eat dinner at a fish place after sitting down for about 10 min I seen the store manage come into the restaurant and ask for a person named ********, and then another employee came in and watched me as I was at the bar having a drink, then the police came as well pulled my husband and I out of the restaurant and asked if we took some glass the brand BEBE they searched us and searched our car as well and was unable to find glass that the store manage and the other works claiming we stole. We paid for food at the fish place that we didn't even eat which was 67 dollars and some change. We was not even in the store for 5 mins I know you all have cameras inside the store if someone stole something why was the cameras not checked? I'm so upset that I was racial profiled I hurt that this is still going on in the world I guess they couldn't blame anyone else due to we was the only blacks inside the store. I am at lost of words typing this.

  Business Response

  Date: 09/08/2023

  Dear Custome Relations Representative, 

  This letter is in response to complaint ID #******** filed by ***********************, this incident was thoroughly investigated by the Company.  While we could not substantiate any claim of racial profiling, we have taken appropriate action toward reinforcing policies and protocols as well as provided additional training. My apologies to *************** for her   experience at the ********** ** location. 

   

  Thanks,

  *******************************

  Customer Care 

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20546025
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/08/2023

  Dear Custome Relations Representative, 
  
  This letter is in response to complaint ID #******** filed by ***********************, as previously stated this incident was thoroughly investigated by the Company.  While we could not substantiate any claim of racial profiling, we have taken appropriate action toward reinforcing policies and protocols as well as providing additional training to the employees. I do apologize again to *************** for her experience at the ********** ** location. 

   

  Thank you, 

  *****

  Customer Care

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20546025
  
  I am rejecting this response because: I was racial profiled and also you was not there to encounter the experience of being humiliated the experience of being the only two people of color in the place of business your workers came next door to a restaurant where I sit at and took a picture of me and my spouse since when are you able to leave your place of business to take pics of someone? Why didnt they search the cameras that you all have in place the professionalism was not there. Why would I steal and go next-door to a restaurant to go eat it doesnt make sense most people who steal leave the facility not stay and eat next door. The only two people of colored was single out among everybody else who had been in that store prior to entering into the store how we didnt know one of the workers didnt see your glasses had it and we how we dont know that ***** didnt steal the glasses?
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/26/2023

  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.

  I reached out in hopes of resolving the issue and was told to refer back to store which charged me. The problem is no where on their website does it state to get free exam and glasses at starting $79.95 do you have to be in store to do so. They never said anything in store even though they were aware i ordered online, until they asked me to pay. This is False advertising at its finest and i have used this company for years and am highly upset in the shadiness. There really isnt any resolution but for this company to be held accountable.

  Business Response

  Date: 08/29/2023

  Dear Customer Relations Representative,
  
  *************** to the BBB Consumer Complaint #********, filed by Mr. ************************************ We certainly apologize for any miscommunication that *** have occurred at our ********,** location.
  
  I have looked over ****************** complaint and I have followed up with the store manager, ***. The free exam with the purchase of two complete pair of glasses is absolutely a valid promotion, its one of our best-selling promotions, and it certainly is not our intention to come across as false advertising in any way. This promotion also can be combined via in store exam and online purchase, as **************** did.
  
  I have cleared up the misunderstanding on the stores side with manager ***. Please advise **************** to bring his online purchase receipt copy and his debit card back to the vision center, and they will refund the exam fee. I have also attached a copy of ****************** online purchase receipt for his convenience. Unfortunately we are unable to process refunds from our corporate office and this does need to be done at the store level.
  
  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 Answer

  Date: 09/02/2023

   
  Complaint: 20525807
  
  I am rejecting this response because: 

  Even though a call was made to store, I should not have to take my time out of my day to return to store to rectify a corporate and local store issue.  I dont get to not do my job and expect the customer to finish my job or do it for me.  This is not how business is done.  The exam and the glasses ordered are both on the website. And as easily as you were able to process and send me a copy of my receipt for glasses. The same can be done with store to process refund.  This is to me inconvenient for me, when its now stated there was a misunderstanding of how your most popular promotion works??? 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 09/07/2023

  Dear Customer Relations Representative,
  
  *************** to the BBB Consumer Complaint #********, filed by Mr. ************************************ I have looked over his rebuttal.
  
  I can certainly have the store process the refund for **************** without him having to come back into the store. However please note the refund will be processed as a check and mailed to ****************. Our records indicate **************** used a debit card, and refunds cannot be put back on a debit card without the card being swiped in the store with the pin entered, which was why I asked **************** to come back in.
  
  Please have **************** verify if he is ok with a check being sent to him, and Ill let the store know.
  
  Once again I do apologize, and if I can be of further assistance,please feel free to contact me.
  
  Sincerely,
  
  *******
  Customer Care

  Customer Answer

  Date: 09/07/2023

   
  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 be stopping by store to process refund.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:08/25/2023

  Type:Product 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 saw Dr. ********* at the ****** location of America's Best and received my contacts, but the fit wasn't good so I made a second visit. He told me if I kept wearing them they would damage my eyes so he prescribed new ones. I lived in ***************** at the time and discovered an America's Best store there, so I asked if my new contacts could be delivered to the local store. They agreed. When I picked up my new contacts, I received 2 brown vials filled with contact solution of some kind rather than the usual contact case. My sister is a long time patient of Dr. ********* and she confirmed she has never received those vials. Her contacts are always packaged in a little contact case, as were my first ones. The ***************** (**) store recorded "product delivered" in their system at that point. When I got home and opened them, I discovered they were filled with fluid only - NO CONTACTS. I brought the vials back to the ** location and spoke to the manager. She examined the vials and told me there were no contacts in them, but she didn't amend my file to indicate no contacts received. She sent me back to the ****** location for resolution. I went there and they sent me back to ************. I called and visited both locations multiple times, but since ************ recorded delivery, they wouldn't help me. I have moved to Marietta since this happened, and had a couple of health issues that delayed my following up with the store. When I went back this week, I was told they couldn't help me because their system indicates the contacts were delivered.My insurance pays up to $300 annually for eyecare. America's Best received payment in full, but delivered no contacts. Please assist me in convincing the store to provide the contacts I paid for. Thank you.

  Business Response

  Date: 08/29/2023

  Dear Customer Relations Representative,
  
  *************** to the BBB Consumer Complaint #********, filed by Ms. ************************** We certainly apologize for any issues she may have experienced between our ******,** and *****************/********, ** locations.
  
  I have looked over Ms. ******** complaint and I have followed up with management at both store locations, Taj at our ****** store and ******* at our ******** store.
  
  In regards to Ms. ******** contacts coming in the vials rather than the case, some stores dispense the *** (hard gas permeable)lenses in the vials they come in from the manufacturer, and some take them out and dispense them in a contact lens case. Each store has their own procedure.
  
  After looking over Ms. ******** account and speaking to the store managers, our records do indicate that the lenses were dispensed to her. Our associates inspect product before it is dispensed to a customer. We would not dispense empty contact lens vials to someone.
  
  Unfortunately, we are unable to replace Ms. ******** contact lenses. I apologize as I know this is not the answer shes looking for.I would be happy to provide a 10% discount off a future purchase (cannot be combined with insurance). I have made a notation under her account.
  
  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

• Initial Complaint

  Date:08/23/2023

  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.

  I went today for an eye exam I was looking for a new place to go. It is super easy to schedule online and complete all your paperwork before you go. The check in process was simple, the technician was the best ever! I met with the doctor, had my exam, also one of the best ever! Super patient and kind! During my time with the tech I was asked if I want a visual fields and another test. that was an additional $30. I was told my insurance covered up to $39 so it should be covered!Now the bad... I have two different insurances. One from my full time employment and one from my part time....pretty simple one would think. I also explained that I had two different insurances both when scheduling the appointment and also when they called to confirm the appointment.During my visit all of the employees made reference to the district manager being in the store.After the exam I picked out two pairs of frames. Again, two insurances, two pairs. I pay for insurance so why not use it! The woman helping me check out was super helpful during the first transaction. They had to be separate because of the two insurance policies... that makes sense. At the end of the first transaction, she apologized but said she had to leave she had an appointment to go to. This is where it went from best experience ever, to I will absolutely never return.Another employee came over, who then requested another employee they didn't know how to check the insurance. So what took maybe 15 minutes total for the entire first transaction (which included the exam being billed to the insurance) took about 45 minutes for the second transaction.I was then told I would owe $25. I simply inquired why. They didn't seem to know what they were doing so I thought it was fair to inquire. They said it was for a co-pay. Now the first person, told me that my policy didn't have a co-pay.I asked for the manager, *****, who was the absolute worst. She was rude, stand offish and condescending. Unfortunately before all of this happened, the district manager had left. I asked ***** for his contact information as I thought he would like to know what had happened. She yells across the entire room I am sure you will call him.... I did try to call, ***** gave me the WRONG number for him. I went back and asked for the correct one, which the second time she did provide.I spoke to ******* the district manager who was a very nice guy. Apologized for the entire situation. Asked if I would consider one of their other locations, specifically Cranberry as the General Manager there is great. I told him I would think about it. I know for sure I will never again consider the ****** location. ***** was the worst member of a management team I have ever experienced. As a customer I believe I have the right to ask questions when I am simply trying to understand. If her attitude is what is representative of this company I highly advise to go anywhere else before this location. Which as a whole is very unfortunate because as I said everyone else at the location seems top notch.I had the first transaction void, billed the exam through my insurance and I will get my prescription elsewhere. What I don't understand is why I still owed $30 when I was told that my insurance covers $39. When asking ***** all she would say is she was not present when I was speaking to the other employee that she did not know what was said. I asked her to take responsibility and help figure it out of which she refused.

  Business Response

  Date: 08/29/2023

  Good afternoon, 

  First I want to let you know that I am the ************************** Manager, so I can answer those questions.  But I also want to apologize the part where you had a bad experience at our location.  That is not what we want our customers to remember us for.  Our point or sale system does all of the calculations for our store associates, so when they enter the service and/or product, all calculations are done for them. I apologize that the associates were unable to explain the balances to you.

  There are two different exams that you had.  As you stated, the tech asked you if you wanted a Visual Field exam.  That is a $30 additional charge not payable by the insurance.  The other exam is a Comprehensive Eye exam.  That is a $59 charge in which we billed your insurance.  In fact, both exams were billed to your insurance, so please watch your mailbox for an EOB from EyeMed explaining your out of pocket, which you already paid $30 for the Visual Field.

  Again, I do apologize for the bad experience you had.  If there is anything further I can assist you with, please let me know.

  Kindly, 

  *************************

  Customer Answer

  Date: 08/29/2023

   
  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 just wish it would have been explained so simply in the store. I appreciate your response but will not be planning to use your services in the future. I hope you address the management issues at your ****** location soon. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/22/2023

  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.

  *************. store #**** They advertise 2 pair of eyeglasses with an exam for ***** Visited business on 8-1-23 had eye exam and was sent to wall of frames.Customer rep said pick out my frames and I would be next Picked out frames and order was written up for ***** plus extra for contact lenses exam Visited business on 8-17-23 to pick up my glasses They only had one pair not 2 and accused me of not picking qualified glasses and said if I want another pair it will cost another ***** Tried to resolve though customer service on **** -23 it was left ******* the Manager would return my call the same day to resolve. Never got called back

  Business Response

  Date: 08/25/2023

  Dear Customer Relations Representative,
  
  *************** to the BBB Consumer Complaint #********, filed by *********************** regarding his eyeglass purchase. We certainly apologize for the issues he has experienced at our *********, ** location.
  
  I was the customer care professional who spoke to **************** when he called into our department on 8/21/2023. I sincerely apologize for any miscommunication that *** have occurred.
  
  Our 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 does not include any additional features such as tint, anti-reflective coating, thinner lenses, warranty, etc.
  
  When I went over ****************** concerns with the store manager, *******, she informed me that **************** only picked out one pair of glasses, as well as the frame he got was from our $79.95 price selection, not the $69.95. Both of these took him out of the promotional pricing.
  
  **************** was advised if he would like to get another pair of glasses at the same price point of $79.95, he would have had an out-of-pocket expense of $38.44. However, if **************** would like to come back to the store and pick out two frames at $69.95, we are happy to remake his lenses into the new frames, as well as refund him for the price difference. Please advise **************** if he would like to do this, he can come back into the store with his glasses by 9/18/2023 and theyll get him taken care of.
  
  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,
  
  ******************************

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 complaint is with National Vision Administrators and America's Best eye care, store #**** in ******* and the corporate office in Georgia.I cannot get a straight answer from either of these companies and therefore have not been able to have my prescription glasses filled. I have been trying to resolve this issue which began on 6/26/23. America's Best incorrectly filled my prescription leaving out the most important part, the prism in the lens. I returned the glasses on 8/1/23 and NVA has not reinstated my vision insurance so that I can go to a different eye care provider. I have made weekly calls, including today, to find resolution. No one will take responsibility for this issue: Store #****, America's Best corporate office or NVA. I have been lied to, put off, asked to contact NVA and the corporate office for America's Best every time I call one or the other. I wrote a lengthy letter to both companies today and to my BCPS benefits office filing a complaint. At this point, there is nothing that I can do besides go to a different vision provider and pay privately for my glasses. I plan to do this tomorrow because I cannot wait any longer for my prescription glasses with the correct prism. I am unable to drive due to double vision and the prism corrects this issue. I need assistance in resolving this issue between NVA and America's Best.

  Business Response

  Date: 08/29/2023

  Hello, 

  I apologize for the delay.  I resolved this with NVA on 8/28/2023.  I replied to an email from NVA for me to approve for the benefit reinstatement, and I did approve it.  This is done fairly quickly, so please check back with NVA before the end of the week for the reinstatement.

  Best, 

  ****

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20487017
  
  I am rejecting this response because:

   

  NVA did reach out to me asking that I forward my receipt wherein the two pairs of glasses were returned.  I forwarded that to ************************************ on 8/25/23.  I also submitted my receipt for the glasses from ****** ******** and requested once my vision insurance was reinstated that reimbursement be sent to me directly.  Ms. *********' stated that my request for reimbursement was forwarded to the ******************* for review.  She also stated that an update would be available on Monday, 8/28/. To date, I have not received an email from ********************.  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/31/2023

  My reply - Please reach out to ********************* at NVA to confirm that this issue has been resolved.  

  *********************

  Phone **************
  Fax *************

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20487017
  
  I am rejecting this response because:

   

  I received this notification from you on 8/31/23 asking e to contact ********************* at ************.  I immediately called ************** but there was no answer.  Therefore, I left a detailed message asking her to contact me leaving my name and telephone number.To date, I have not received a response from Ms. ************  I left a second message today, 9/5/23 stating that I would be contacting the BBB to alert them that a response from ************** was not received.  

  I picked up my new glasses today from ****** ******** which I paid for in full (******).  Of course, I could not use my vision insurance from NVA since it has not been reinstated when I ordered the glass on August 18th.   Just imagine if I had waited for NVA to get back to me. I would still be waiting to have my prescription filled!  I began this process in June.  It has been three months with no resolution from NVA.  I have not been able to drive since June.  The new glasses I received from ****** ******** today, 9/5/23 have the correct prism and double vision was not an issue on the drive home.  I am excited to try my new correctly filled prescription and drive myself to the gym tomorrow!

  I still need your assistance with resolving the reinstatement of my benefits so that I may submit the receipt from ***** ******** to NVA to begin the process of reimbursement to me using my vision insurance.  

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

• Initial Complaint

  Date:08/14/2023

  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.

  I took my son *********************** for an exam at Americas Best in July 2023. The appointment was for a 1st time user of ******************** and was supposed to be a longer appointment for contact fitting/******* When I arrived they told me since he was a 1st time user, he needed to have a longer appt to teach him how to put contacts in. I said, yes that is what I scheduled & they said they couldn't do it that day that they needed to schedule another appt for the ******* I told them I wanted a paper prescription so I could order Acuvue contacts online. They did the ******** went back the following week for the ******* The next week they didn't order Acuvue trial contacts. I said I want ************* said they only have a different brand they ordered & they put him in them. I asked for the paper prescription (didn't receive the 1st visit) and they said he needed to come back in a week to check the fit of the contacts. I went for a 3rd visit & then they gave me the prescription. I ordered Acuvue contacts online & the order was refused because the prescription had a different brand and didn't say Acuvue. The alternate brand was only available at Americas best. I went back to Americas best & said I need another prescription written with Acuvue on it. I reminded them that this was my 4th visit & visits 1, 2, and 3 I told them I wanted Acuvue contacts for my son (my wife and I have been using Acuvue for 20 yrs with no issues). They said they needed to order Acuvue *********** son would need another appointment to make sure the fit was okay before they would write another prescription. He never was fitted with the America's best brand lenses, but they wrote that on the prescription, but not Acuvue. Now I am on my 5th visit & America's best has wasted my time & all the gas I spent driving 45 minutes each way to America's best. I couldn't have been more clear each visit & America's best has been incompetent from the initial scheduled appt to every step along the way. Horribly run business!

  Business Response

  Date: 08/16/2023

  Dear Customer Relations Representative,
  
  *************** to the BBB Consumer Complaint #********, filed by Mr. ******************* in regards to his son, ***********************. We certainly apologize for the issues they have experienced at our ********, ** location.
  
  I have looked over the complaint and I followed up with the store manager, Zac, this morning to address it. He informed me ************* also contacted our social media department, and that *******, their District Manager, has already contacted them. I understand this situation has been resolved between the District Manager and **************. Zac let me know he also reached out to ************** and left a message.
  
  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 Answer

  Date: 08/16/2023

   
  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

  Date:08/10/2023

  Type:Customer Service 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.

  The store America's best eyeglasses was supposed to order my contacts. They continued to give me a run around and refuse to give me my prescription. They ar required to do so within a month and they are not honoring a refund or to give me my prescription

  Business Response

  Date: 08/14/2023

  Dear ************************* , 

  I hope your are doing well.

  I called the store **** and spoke with the ***************************** EYEGLASS MANAGE  and she said PT asked for the ** and it was not finalised the ** due to trails took little longer time from *******.  Looks like the ** has been finalised and the *** said she will call the PT and see if she wants to come and pick up the copy of the ** or should we mailed out to her home address.

  If you have any question then please feel free send us 

  Thank you, 

   

  Usha 

• Initial Complaint

  Date:08/09/2023

  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.

  Went in to get glasses for myself and my husband and I told the lady at the counter I just wanted to see if they had any glasses we liked before I gave her my prescription for glasses. She looked at me like I was crazy. We proceeded to look for glasses, I did not find any I liked but my husband did. I went to counter with prescription and she ignored me and I asked her if she wanted his prescription and she gave me another stupid look like as if to say h*** on u. Very unprofessional and rude

  Business Response

  Date: 08/11/2023

  Dear Customer Relations Representative,
  
  *************** to the BBB Consumer Complaint #********, filed by Ms. ************************ I certainly apologize for the issues both Mr. and *************** experienced at our *******, ** location.
  
  
  I have addressed **************** complaint with one of the store managers, ***********Theres certainly never any excuse for poor service no matter whats going on, and we appreciate the feedback so we can get this addressed. ***** will be addressing this with the rest of the store management and staff so this doesnt happen again.
  
  I do see ************** was able to purchase glasses from our *******, **. Im hoping that experience was better and we thank him for his business and giving us another chance.
  
  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 Answer

  Date: 08/11/2023

   
  Complaint: 20448416
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/11/2023

  Dear Customer Relations Representative,
  
  *************** to the BBB Consumer Complaint #********, filed by Ms. ********************************* see where ************** has rejected our response, however Im not seeing any reply text back from her. Please have ************* reply again, or shes welcome to contact me directly at *******************. Im in the office Monday through Friday 9am to 6pm EST.
  
  Sincerely,
  
  *******
  Customer Care