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

  5726 Buckeystown Pike # 1a Frederick, MD 21704-5239

• 

  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

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:10/12/2022

  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 to america's eyeglasses yesterday (OCT 11) the offer there was to get 2 pair of frames for $***** and the eye test is free. I got my eyes tested and found 2 pairs of frames, each marked $***** and when the store manager told me that the pair of frames i picked out were $127, I showed her the frames were clearly marked *****, she said that price didnt count because the price tags were in the green color, that meant they were $127, not $79, and that the $79 pair are are blue marked 69.95...I asked to see a manager, she said she was the store manager, and that she didnt know why they were marked that way, but I could only get the blue tagged ones and that it was still $***** . I went ahead and took the "deal" and it would take 2 weeks and they would call me. I just called the store and told them not to make the frames, I changed my mind...first she tells me they cant stop the process, then she said ok, i can come in and stop the frames, but I have to pay59 dollars for the eye test....and said again that the $79 sale is on the blue frames marked $69.95. I feel they may be taking advantage of me...I am 74....I think they should let me choose the green tag frames ..which somehow would have cost me $127 for the pair, or just refund my $59.95 eye tests...I feel what they are doing is criminal!

  Business Response

  Date: 10/18/2022

   

   Dear ************:
  
  In response to the Better Business Bureau complaint filed by ****************************;customer complaint # ********. We apologize for any service/ pricing misunderstands the customer has incurred. **************** made a purchase on 10/11/2022 and he returned to modify his order the following day. If he is still not satisfied with his order, he has ******************************* to request a refund.
  
  We have contacted the customer to offer assistance and he expressed to us that he is fine now and he no longer needs any clarification, or assistance, in regards to his recent eyeglass order.
  
  If **************** has any further questions or concerns, he may contact ************* directly at:**************.
  
  Thank you for your time and mediation.
  
  Violet
  *************
  ******************** Best Contacts and Eyeglasses 

• Initial Complaint

  Date:10/11/2022

  Type:Sales and Advertising 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.

  10/11/22 I attended a vision appt to obtain a contact lens prescription and prescription reading glasses to use with my contacts. The optometrist suggested several options including different strength lenes for each eye as well as multifocal contact lenses both of which I declined. She insisted I try several pairs anyway, which I did, but did not like and again requested to just renew the same monofocal lenses I had been using as the others were too blurry. She seemed aggravated that I just wanted to renew what I had and obtain reading glasses. I felt uncomfortable at this point and there was a long wait to obtain frames etc, so I asked for my prescriptions and said I would order later. Later, I took the prescription to another vision shop and discovered the prescription was written for the multifocal lenses anyway and the spectacle prescription was not for just reading glasses to wear with my contacts, but corrective glasses to wear without my contacts. I paid $73 along with whatever they billed my insurance for prescriptions I did not request or need. I already have corrective lens glasses, I needed reading glasses. I can not wear multifocal contact lenses, they are too blurry. I wasted my only morning off from work plus cost and still have neither contact lenses or reading glasses. I would like a refund and the insurance claim canceled.

  Business Response

  Date: 10/19/2022

   

  Dear ************:
  

  
  In response to the Better Business Bureau complaint filed by *********************************;customer complaint #********. We apologize for any prescription problems ********************** has experienced and any service issues she has encountered. **************, the store manager, has contacted ********************** via the phone number she provided in her complaint. He has left her two messages but has not been able to reach her. To assist the customer,the manager can be contacted again, or she can visit the vision center so he can assist her with prescription concerns; we look forward to assisting **********************. The phone # to the **********, ** vision center is **************.
  
  Thank you for your time and mediation.
  
  Violet
  Customer Care
  ******************** Best ********************** and ******************** 

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18198439
  
  I am rejecting this response because:
  I received a voicemail from the manager stating in detail the prescriptions were the result of a transcription error on the part of the technician. I was informed the prescriptions have since been corrected,  re-entered into the system, and are ready for me to pick up. I find it difficult to believe that a technician would make the type of errors I listed for two reasons 1) both errors involved what the optometrist wanted to order 2) technicians enter the prescription as written. 

  Be that as it may, in light of these "mistakes" I have no confidence in the new prescriptions either and have scheduled an appt with another provider. Please refund my copay as well as my insurance company. 

  I have the audio file as well as transcription of the voicemail left for me by the store manager available for review should that be required by involved parties. 
  Sincerely,
  
  *********************************

  Business Response

  Date: 10/20/2022

  Dear ************:
  

  We understand the customers concerns and we apologize for any misunderstandings. ********************** may return to the vision center so that the manager may process her refund if this is what she would prefer.
  She will need to return in person, as she will need to sign for the refund.

  The manager has been notified of her decision. He is at the vision center today and will not be back until Tuesday of next week. The customer may return to the ********************** center today, or Tuesday through Saturday of next week and ***** will assist her with this matter.
  

  We thank ********************** for giving ** the opportunity to service her eyewear needs.
  
  Thank you.
  
  Customer Care 

• Initial Complaint

  Date:10/11/2022

  Type:Product 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 in on 8/13 to get 2 pairs of glasses for ***** as advertised but I was far more than the advertised price costing me ******. I thought because I asked that they be transision the the price was so much more expensive. The glasses were supposed to arrive 8/27 which only one pair arrived and they had a reflective coat not the transition that I had requested. They reordered the correct lense and charged me an additional *****. As you can see by the reciepts that I went back 4 times to get my 2 pairs of glasses I only received 1 pair and on 10/5 I went into the store again to get my glasses and was told it would be a 40 minute wait. I asked if I could leave the frames and be called when my glasses were done. I still have not received a call at this point I want a refund, they can keep the glasses this is horrible service.I want a refund for the glasses I never got as I stated I did receive one pair of glasses but not the 2 pairs I was supposed to received.

  Business Response

  Date: 10/14/2022

   

  Dear ************:
  
  In response to the Better Business Bureau complaint filed by *****************************;consumer complaint #********. We apologize for any service delays she has encountered with her purchase.
  We have addressed her concerns with the vision center manager. The manager contacted the customer and ************** expressed to her that she has one pair of eyeglasses (out of two) in her possession. At that time the customers second pair, plus the $40 remake fee, was refunded back to **************. The customer will be receiving a refund check for a total of $113.78. The refund will be mailed to her on Monday.
  We thank ************** for her time and for her patronage. We appreciate her allowing us to service her eye care needs. If ************** has any further questions or concerns, she may contact ************* at: **************.
  
  Thank you for your time and mediation.
  
  Violet
  *************

  Customer Answer

  Date: 10/14/2022

   
  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:10/09/2022

  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.

  On August 31st I went to America's Best in ******, ** to get an contacts Lens eye exam. All went well and we talked about my night vision not being very good. The optometrist mentioned that trying some contacts for astigmatism may help with that, he said he will order a trial pair and they will be in the next week. So I mentioned I was low on contacts and needed them pretty soon, he replied that should be no problem. We'll they didn't come in that next week,or the next one and as of the date of this letter, still have not came in. I have called multiple times and went in there on 2 separate occasions to ask for my prescription so I can purchase more contacts, I was repeatedly denied. I said I do not want the trial pair any longer and I just want my prescription, and again they refused. On 2 occasions they gave me 1 pair of contacts to "get me by" now I'm starting to worry about the health of my eyes as I'm using these contacts past the recommended time. I Paid my $89.00 on August 31 and all I want is my prescription. I have been very patient with them and now all I get is " they are one backorder and we will call you when they come In" meanwhile I can't get any new contacts until I get my prescription. Help!

  Business Response

  Date: 10/13/2022

   

  Dear ************:
  
  In response to the Better Business Bureau complaint filed by ***************************;consumer complaint #********. We apologize for any delays and/or misunderstanding the customer has incurred when he visited our ********************** center in ******, **. Unfortunately,the Acuvue Oasys toric contact lenses are on a manufacturers back order delay. 
  

  We have addressed his concerns with the manager and our latest records indicate that **************** visited our vision center yesterday for a follow-up visit and his prescription was finalized by the doctor for the Sofmed Breathables XW torics contact lens brand.If he was not provided with a copy of his prescription, he may contact the vision center and the manager on duty will provide him with his prescription. As soon as the Acuvue Oasys toric lens order arrives the customer will be notified and he will then be able to schedule his follow-up visit for that brand of lenses as well. If he is comfortable with that lens as well, the doctor will approve/finalize him for that brand of lenses and he will be provided with a prescription.We are not able to provide him with a prescription unless the doctor approves/finalizes it.  
  We thank **************** for his time and patience. If **************** has any further questions or concerns, he may contact the store manager, or the ************************ at: **************.
  
  Thank you for your time and mediation.
  
  Violet
  Customer Care

  Customer Answer

  Date: 10/19/2022

  I want to thank ****** for her response. A few additional details I couldn't list on the original complaint.  I was originally told it would be about a week to get the trial pair of contacts, but we are aware of the backorder situation. After they explained that to me I then asked for my original prescription (non- astigmatism) because I was almost out of my contacts and because I do not have or want prescription eyeglasses. Well I was told I couldn't have my prescription because it's for the astigmatism contacts and the trials are on backorder still. I said I no longer want the trials, my prescription had not changed so I want my prescription. I was meant with ridiculous objections,  said nothing they could do and would not let me talk to the doctor. This went on for over a month.  In their defense they gave me a couple sets of contacts to "get me by", since I couldn't talk to the doctor, and nobody else could help I finally had to make another eye exam appointment just to talk with the doctor, once I explained it to him we worked it out quite well.  I wasn't ask to, and I wasn't about to pay for the 2nd appointment since I paid the exam fee on 8/31. All this could have been prevented if I could have talked to the doctor after we found out about the backorder situation. I'm not sure if it's policy or not but it seems ludicrous that patients are not allowed to talk to their doctor unless they have an appointment.  

  Business Response

  Date: 10/19/2022

  Dear ************:

  We would like to thank **************** for his sincere feedback and for the additional details he provided in regards to his experience. We will add these details with his initial complaint. If he has any further questions or concerns he may contact ************* at: **************. 
  
  Thank you.

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

• Initial Complaint

  Date:10/07/2022

  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.

  Hello, I am contacting you all today about Americas best in ******** **, perimeter location.I had an eye exam, I cannot wear contacts have to wear glasses and take meds or Ill be blind. I spoke with manager and another employee who assisted me with getting my glasses ordered. The manager finished my order and this was on a Thursday-Friday she said it would come that Monday, I called they said it would be next day. I was annoyed and stated I was told different on that Monday so they assured that next day itll be there n to get a doc excuse. I came on Wednesday. Before I came, I called. I spoke to the employee who was there and said my glasses were suppose to be ready she arguing with me and said no its not, idk who told you that. I told her your manager did, and I spoke with someone yesterday who said they same thing. I want to speak with the manager. She stated I was there when you did it and we never said that. I told her yea you was there initially but you did not close my order out and you was not there when I spoke with your manager who assured me itll be there that weekend. She hung on my face I called 20x times. 21sf time I said you got that right one and Im coming up there to get my prescription. They locked the doors, recorded me like Im a menace and I left with no glasses, no prescription for my eye and they file a police report. Look at the video. I came to get my prescription for my eyes to go somewhere else and they canceled the medicine I needed for my eyes or Ill go blind. I paid a three year membership they cancelled it I asked for a partial refund the owner said no And to watch for the ban notice. If you dont want to service me I paid for my prescription for those glasses and service give me a partial refund but no they kept everything and I have the police on me. Im so upset. The problem is the young **** is NOT a manager and for her to hang up not answer when all I wanted was to resolve with an actual manager was very unnecessary

  Business Response

  Date: 10/20/2022

   

  Dear ************:
  
  In response to the Better Business Bureau complaint filed by *****************************;complaint #********, we regret any service concerns and inconveniences **************** has encountered. Our records and documentation indicate that *************** visited our *******, ** location on 05/25/2022 and she was provided with an eye exam (at no cost since she is an ************ member) and we ordered her a pair of eyeglasses. Ms. ******* eyeglasses were covered by a company voucher,as she expressed to the sales associate that assisted her, that she did not have the funds to cover the purchase. The sales associate provided her with a company voucher to cover the cost of her eyeglasses.
  
  A few days later the customer called the store about ***** times demanding her eyeglasses. She was informed "they are not in as of yet". Eyeglasses take ***** business days to be completed and she was informed of this. I would also like to mention that **************** is not a first-time customer with our ********************** centers and she was aware of our pricing structure and the time it takes for orders to be completed. The customer then visited the store in person and the staff felt uncomfortable servicing her, due to her approach and due to her banging on the door. The manager on duty felt it was necessary to lock the door and she called the local police. The police officer contacted **************** on her personal phone upon arrival and asked her not to return to this vision center.
  
  At this time, we have shipped **************** the eyeglass order (to the ******, ** address she enclosed in her complaint), as well as a copy of her records. We have also refunded her for her $99.00 ************ membership (which includes her eye exam fee). The refund will be issued in the form of a corporate check and it will be mailed to **************** to the same address. She should allow 1-2 weeks for receipt of her refund check from our corporate offices. 
  
  We thank **************** for allowing us to service her eyewear needs; if she has any questions she will need to contact our ****************** only at:************** and refer to # CS0002417929. 
  
  
  Thank you for your time and mediation.
  
  Violet
  Customer Care

  America's Best ********************** and ******************** 

  Customer Answer

  Date: 10/21/2022

  First of all, I HAVE money to pay for the glasses!! 
  
  I WAS NEVER GIVEN A VOUCHER! 
  I NEVER GAVE A SOB STORY AND NEVER NEEDED TOO
  Do NOT LIE ON ME AND THINK THAT IS GROUNDS TO CALL THE POLICE ON ME! Have this officer threaten me like Im this deviant adult who cant take no for an answer! 
  
  I couldve gotten A FELONY BECAUSE YOU ALL JUST LIED ON ME and the proof is in this response just sad! 

  
  How you give me a voucher if I already paid for a memebership that included FREEEEEEEEEEEEEEEEEEEE glasses and an eye exam?
  Explain that since I said I didnt have no money ?
  Explain how the membership worked then?
  explain why the associate only
  showed me where the free glasses are and to pick from there??

  ANY EXTRA CHARGES THAT WAS SUPPOSED TO BE ADDED BUT DIDNT WASNT BECAUSE I GAVE A SOB STORY
  if the manager wanted to do some nice thats up to her. But I was informed of how the membership work and the glasses are APART OF THE MEMBERSHIP?? so whats all this talk of I didnt have money to pay? 
  
  I visited americas best because I ALREADY purchased a 3 year American best free eye exam and glasses deal for $100 and needed to come in because my CONTACTS ripped? 
  
  I visited americas best plenty of times for CONTACTS! Never glasses, so NO I dont know how YOU ALL shipping works for glasses honey, I dont. I visited an americas best before and ******* and was told faster turn around times just for contacts..

  SO NO I DONT KNOW. 
  
  let me address that, for one 
  I DO NOT KNOW how you all shipping works boo, YOUR MANAGER INFORMED ME THE *** I CAME THAT MY GLASSES WILL BE THERE MON***.
  the manager told me that. Not an imaginary person, I didnt pull that from up my ass! 
  IF it takes how ever long check your EMPLOYEES to make sure everyone is in the same page, dont tell people one thing and get buck like THEY wrong when it YOUR TEAM you need to CHECK!

  
  Another thing your ASSOCIATE was NEVER told that I couldnt pay for anything or I needed help
  I said I HAVE WORK (that means I have money) and I CANNOT AFFORD TO MISS IT.
  (MANAGER WAS ONLY SENT TO THAT STORE TO COVER THEM BECAUSE THEY SHORT STAFF)

  (so I DOUBT the same manager was there because she wasnt there when I came by the store!)
  I only know this because she opened her mouth to tell me. 
  Just like she told me and informed me the day I made the order that they would be there Monday!!!
  
  when I called Monday they said TUES***! NEVER did anyone reiterate oh no they take how ever long to get there. 
  
  when I called up there Wednesday!
  I didnt f****** call because I got mad they werent ready and I needed a voucher and you all explained to my hard headed a** oh no ******** you are wrong thats not what I told you, and then I was so ****** I called so many times just to threaten yall?
  
  you are ridiculous!
  
  I called spoke to the associate who helped me AT FIRST and said my glasses were suppose to be ready she said NO they not. NO ONE TOLD ME THAT. ( she remembered me because she asked was I the person she helped that day) 
  I said yes they were, I was told on more then on occasion it would be by the manager the *** I placed my order and who ever the day I called Monday and Tuesday 

  Wednesday when I called and was speaking with the associate and shes letting me know no they arent ready and no one told me that because she was there

  i informed her smart ***, you helped me with my order INITIALLY, you are not, were not privy to ANY conversation I had with the manager, so how are you going to tell me and I was told on more then once that they are READY AND WOULD BE IN THE STORE! ( all caps because again not pulling nothing out from my ***, I was told this) and so

  can I speak with the man- 

  before I could finish getting anything out she hung up.

  YES THE **** I CALLED BACK
  and from the second she hung up in my face then continue to not pick up was when I started to cry because this s*** was so unnecessary 

  I am aware Im not getting no where speaking to this associate and you not the manager who completed my order and her a** was not even a manager to even clear up ANY MISTAKE TOLD BY ANOTHER MANAGER
  so yes I was annoyed because all I wanted to do if my glasses werent there I was TRYING TO CALL and make sure before I waste my gas can I come up there get a copy of my glasses prescription to take elsewhere and the prescription for my medicine (which I still dont have) because the doctor said I could go blind. Never to argue never to curse her out. But I was gonna tell on her a** to a manager because that was so not needed. You didnt like me going back and forth with you because I said I was told that so it okay for you to hang up in my face?

  answer that!! Address that!!! Address the truth babe. 

  girl BYE 
  
  DO NOT LIE ON ME AND IM SO GLAD I HAVE THIS IN WRITING

  Thats what happened the f*** no one begged for anything. No one was told this take two weeks and got upset. Yall let the weekend pass, Monday and Tuesday pass with the idea that the glasses coming THAT week not two weeks.

  thats what the f*** happened, no one called so many times because I was told no. I wanted to make sure before I go up there I can get all those things,or yall couldve informed me its in my email but all I know that couldnt happened because a childish employee keep hanging up picking up and hanging up

  I didnt call to talk about that same topic of where is my glasses. I found a solution. And thats why I called initially and was rudely disconnected when asked to speak to a a manager.

   

  
  . Like I said yall got the right black women today. I swear by it

  
  IN RESPONSE TO THEM UGLY GLASSES
  I DONT WANT THE GLASSES 
  I NEVER GAVE YALL PERMISSION TO SHIP ANYTHING TO MY ADDRESS
  I SAID I WANT A REFUND WITH A RECEIPT 
  I SAID I WANT AN APOLOGY FROM AMERICAS BEST AND THAT EMPLOYEE

   

  I SAID I WANTED HER FIREDDDDDDD
  I SAID I WANTED MY PRESCRIPTION FOR MY GLASSES & MEDICINE
  OR KEEP IT.

  
  im shipping the glasses back!
  are yall dumb? 
  We are in OCT **** near NOV 
  My BROKE a** already bought a $500 pair of glasses shortly after this and had to pay $300 to talk to
  the officer by way a lawyer to see if I had f****** warrant 
  my broke a** needed a voucher but paying $500 for glasses and $300 for a lawyer just to check on any warrants place by your company 

  
  i had to miss work and etc and you think I want these wonky a** glasses you just shipped they not even properly made
  KEEP EM.
  next time dont EVER lie on me. Whatever I do I stand TEN toes behind and I never did anything to which **** stated. my story has been the same
  because that is what ACTUALLY happened and thats dangerous yall
  spun that narrative
  
  i couldve died all based on a f****** lie
  i could get so many charges and Im looking to go to NURSING SCHOOL
  I lost so much money and you sit here and lie out your A** like that. 
  wow 
  none of what you just stated is correct. 
  
  LMAO 
  please.
  AMERICAS BEST do you need to hire me ? Your associates to the manager to the OWNERS are a grimy company. YALL NEED A CLASS ON SOLUTION BASED CUSTOMER SERVICE TRAINING,

  UNETHETICAL HIRE ANYBODY what that employee did was dangerous 

  
  not only do I complain but many others and the sad thing is there is SO MANY complaints about how you guys say one thing and do another and have nasty attitudes and do not communicate with in the team to run a SMOOTH EFFICIENT BUSINESS. 
  

  the real sad thing is yall thought yall did something 

  that Hispanic lady pretended like she was gonna help me and call the police on me: he couldve killed me all because yall lied on me and said I was acting crazy bc **** told me something and I couldnt handle no for an answer.

  no matter of fact dont tell me something and dont mean it and when its affirmed by someone else the following day OF COURSE IMMA HAVE THE **** OF NO I WAS INFORMED DIFFERENT And if I am wrong ADDRESS what was told to me because that was told to me, APOLOGIZE, educate me on it and be HONEST UP FRONT

  i wasnt told two weeks. Never . I was told they could get it out by this weekend even that week.

   

  I need to mention this because I forget this same employee who helped me DID IN FACT tell me it might come Monday her **** self but make no promises lmao

  this is all comical. I dont care if I come off aggressive or rude. I really dont. I wanted to apologize because I know I didnt do s*** wrong but I felt sorry enough because I didnt want any misunderstandings, I didnt want to hurt no one or have any feel like I wanted to mess up they day because life already hard, I didnt want any drama , I just needed my prescription 

   

  BUT seeing your response Im giving you my whole a** to kiss. 
  you sat up here and lie and its making so much sense now to the officers demeanor and its sad. 
  

  I know Im coming off really angry but all I want to do is cry right now. All of that was unnecessary and you all really believe that narrative and it ***** because this couldve been avoided. What she did was unnecessary. I dont care that wasnt her place to hang up and not even pick up the phone or give the phone to the manager when thats what I ended the convo with. WAS A SOLUTION.

   

  Business Response

  Date: 11/02/2022

   

  Dear ************:
  
  In response to the Better Business Bureau complaint filed by *****************************; complaint #********. Once again, we do regret any service concerns and inconveniences **************** has encountered. All of her concerns have been addressed with management. Our records and documentation indicate that **************** has been provided her with her eyeglass order, a copy of her records, as well as a $99 refund for the services rendered by the doctor/Eyecare **** membership. At this time we have decided to sever our ties with **************** and we thank her for her past patronage.
  
  All future communications should be directed to the **************** at our Corporate offices:
  
  National Vision Inc.
  2435 ************.
  Bldg 200
  ******, ** 30096
  
  Thank you for your time and mediation.
  

   

  
  Customer Care
  ******************** Best ********************** and ********************  

• Initial Complaint

  Date:10/05/2022

  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.

  On September 9, 2022 I arrived at the America's Best Contacts & Eyeglasses store near me for a scheduled annual contact lens and glasses exam at 1:00 p.m. I have been a patient of theirs for over 5 years and across two different states. I have also been a member of their eye care club several times in the past. My prescription for contact lenses has rarely changed. For this exam, I used my vision insurance which covers the cost of an annual eye exam. I would like to note that when scheduling the eye exam online I was not made aware of a contact lens fitting fee. Nor was I made aware of this fee when I checked in for my appointment. Nor was I made aware of this fee when asked if I wanted to add on additional vision tests. The doctor herself did not inform me. After my exam, a staff member assisted me with the checkout process. She had me sign a paper acknowledging that I got my prescription and handed me my prescription. She gave me a pair of trial lenses to wear. Then informed me that I owed $49 for the contact lens fitting fee. I didn't have the money for it. I explained my financial situation. They refused to work with me. They then took the prescription back for "non-payment" of services. Even though my health insurance covered most of my appointment minus the bogus contact lens fitting fee of $49 that NO ONE told me about and that I question them charging considering they didn't perform a fitting. On their website, they state that they do not withhold prescriptions. The contact lens exam rule suggests that doing so is illegal. I sent them an email regarding the situation and got a generic response. I sent another email questioning the statement on their website. I have not received a reply. The trial pair that they provided to me is well past its use and they are extremely uncomfortable, drying and scratch my eyes. I would again like to note that the majority of my visit was paid using health insurance and that I did not willfully not pay.

  Business Response

  Date: 10/12/2022

  Dear *******************,
  
  I am responding to the BBB Consumer Complaint #********, filed by ***************************************. We certainly apologize for the issues ************************ experienced at our ******, ** location, and for any miscommunication that *** have occurred.
  
  
  At Americas Best we offer two exams; the eyeglass exam and the contact lens exam. If the patient is wanting both eyeglasses and contact lenses, then they would only have the contact lens exam because it includes the eyeglass prescription. Unfortunately, most insurance companies only cover the eyeglasses portion of the exam fee, but not the contact lens fitting fee, which insurance views as a separate item. Therefore when insurance is applied to a visit, whatever amount the insurance does not cover, the patient is expected to pay the remaining balance out of pocket in full. This is not something we as a company are deciding to do or have control over, this is how the insurance bills the visit, and we must follow their procedures.
  
  
  Any balance due is expected to be collected from the customer at the time services are rendered. Without payment for the doctors services, we are unable to release the prescription to the customer. Of course the customer is due their prescription copy, and it is not our intention to make the customer feel we are withholding anything. However, as a medical office, the prescription is not valid for release until it is paid for. That is why the store is unable to release the prescription to ************************, because what she owes out of pocket has not been collected.
  
  
  I have addressed Ms. *********** complaint with the store manager, ***. They let me know that when ************************ is able to pay the $49 and the doctor finalizes the prescription, they will be able to release that to her. I also told *** that ************************ expressed shes having issues with the trial lenses she was provided, and he suggested she can schedule a follow up with the doctor to make sure these are the best lenses for her eyes, if shed like. Theres no charge for a follow up visit within 45 days from the initial exam date.
  
  
  Once again I do apologize to ************************. Her complaint has been received and documented, and will be kept on file here at the corporate office. If I can be of further assistance, please feel free to contact me.
  
  
  Sincerely,
  
  
  ******
  Customer Care
  
  
  

• Initial Complaint

  Date:10/04/2022

  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 summation this location of Americas best continues to sell contact lenses that are faulty and unusable while refusing to replace, offer warranty for them or offering any remedy at all.

  Business Response

  Date: 10/07/2022

   

  Dear ************:
  
  In response to the Better Business Bureau complaint filed by ***********************;consumer complaint #********. We apologize for any issues ************ has incurred with his contacts and/or the customer service at this ********************** center location.  
  We have addressed his concerns with the manager and she has contacted ************ to discuss. Our records indicate that on Oct. 4th ************ placed a new order for contact lenses with our online department; we have issued him a refund for half the cost of the purchase he made online, as compensation for any torn contacts. The amount of $68.97 will be issued back to the card ************ paid with online.This is a one-time customer courtesy.
  If ************ continues to have issues with the quality of the contacts, we advise ************ to save the contacts and speak with the vision center manager, in regards to how to proceed going forward, or he may contact ************* at: **************. We also thank ************ for his patronage and allowing us to service his eyewear needs. 
  
  
  Thank you for your time and mediation.
  
  Violet
  *************

• Initial Complaint

  Date:09/28/2022

  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 here specifically for the $99 contacts yearly plan on August 30, 2022. Supposed to get appointments included for the year.First off, the trial prescription wasnt right. Not a problem. So I had some stuff come up and when I finally called to go in, they said the doctor was leaving the next day and they wouldnt have another doctor until FEBRUARY. Thats six months.Told me theyd give me back $10. Like a slap in the face. Then they told me to go to one in Jersey which would cost me $20 in gas and tolls. When I explained this to them, they just didnt answer me anymore. Corporate on ************ told me corporate from the store would reach out and no one ever did.Just another corporation taking advantage of regular people. I work very hard for my money and had to go elsewhere and eat the $99. I will be reporting this and continually sharing on social so others dont have to go through this.

  Business Response

  Date: 10/03/2022

  Dear *******************,
  
  
  *************** to the BBB complaint #******** filed by ***********************. I have spoken with the manager ****** and she is informed me that she would refund the customer the $10 dollars which is the cost to join the club. The exam fee is non-refundable due to services render by the doctor. We do apologize her needs were not met. We are greatly disappointed to know that some of our customer's expectations are not met. We strive to provide all of our customers with excellent customer service and we work toward this goal daily. If I can be of further assistance,please feel free to contact me.
  
  Sincerely,
  
  Dinika
  Customer Care

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18141813
  
  I am rejecting this response because:

  i Only signed up to get the package  you misled me  keep your $10  Ill just keep sharing this story of unsavory business practices  absolutely horrible people  

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

  Business Response

  Date: 10/04/2022

  Dear *******************,
  
  
  *************** to the BBB complaint #******** filed by ***********************.  The exam fee is non-refundable due to services render by the doctor. We do apologize her needs were not met. We are greatly disappointed to know that some of our customer's expectations are not met. We strive to provide all of our customers with excellent customer service and we work toward this goal daily. If I can be of further assistance, please feel free to contact me.
  
  Sincerely,
  
  Dinika
  Customer Care

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18141813
  
  I am rejecting this response because:

  Bunch of thieves  Keep my money  and your awful karma  stay tuned  

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

• Initial Complaint

  Date:09/24/2022

  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 to America's Best Contacts and Eyeglasses in ********* for an update on my contact lense prescription. I had been purchasing my contacts through an online store called Hubble for a few years, and just needed to update my prescription. During my eye exam, when the doctor asked me what brand I used, I mentioned ******, and she said that was fine, and completed the exam with me. I then walked out to the reception area to collect my prescription, and was provided a print out. The optician at the reception area told me to upload my results to Hubble.com to renew my prescription. I uploaded my results to Hubble.com, and my account with ****** was cancelled the next day. The representatives at Hubble said that America's Best recommended a different lense manufacturer, and therefore they had to immediately close my account. The manufacturer that America's Best wrote on my prescription was their own brand, Sofmed. I was NEVER told about this at America's Best. I feel as though the process was in deception, completely dishonest, and I am absolutely livid about it. I would like to request a refund for my contact lense exam from America's Best because of the poor communication provided to me. I am a doctor myself, and would never hide information or deceive a patient. I am appalled.

  Business Response

  Date: 09/30/2022

  Dear ************:
  

  In response to the Better Business Bureau complaint filed by ***********************************; consumer complaint #********. We apologize for any prescription issues/misunderstandings ************************ has incurred. Or records indicate that ************************ obtained a contact lens exam with our *****, ** vision center on 08/31/2022. We have addressed her concerns with the store manager. The store manager has refunded ************************ for the contact lens exam fee, even though we do not normally refund for services that have been rendered by the doctor. The $89 contact lens refund was processed back to ************************ card on 09/27/2022.
  We sincerely apologize to her for any prescription or service issues and we thank ************************ for giving us the opportunity to service her eyewear needs. If ************************ has any further questions, she is welcome to contact ************* at: **************.
  
  
  Thank you for your time and mediation.
  
  Violet
  *************

  America's Best ********************** and ******************** 

   

   

  Customer Answer

  Date: 09/30/2022

   
  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.
  
  *******************************************************

• Initial Complaint

  Date:09/23/2022

  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.

  2022/08/11 I went in for glasses with the free exam as advertised $79.99. When the glasses came in, they did work. The clerk says, to try them out for a week. I did, the glasses still did not work. I asked for a refund, but their computers where down, that day. I waited a week for the refund. It did not hit my account. So I went back to the store with my Doctor's prescription for them to fill, since I have not received a refund, yet. Waited another week for my new glasses. They did not fill my order and they had refunded me $29.99 and I they said the eye exam services was $50.00. And if I put in a new order it will cost me again $79.99 even if brought in my Doctors prescription.I'm asking for them to sell me a pair of glasses for $29.99 since they charged me $50.00 for the exam. Their exam and glasses did not work. Plus see their ads $79.99 for two glasses with free exam.

  Business Response

  Date: 09/27/2022

  Dear *******************,
  
  
  *************** to the BBB complaint #******** filed by customer ***** ****. The customer was seen on 8/11/22 and purchased glasses. The customer requested a refund and was refund on 9/2/22. The customer purchased our two pair for $79.95 dollars promotion. The exam is only free when you purchase two pairs of complete glasses. The customer return the glasses and was charge $50 dollars for the exam. The exam fee is non-refundable due to services rendered by the doctor. The customer is wanting the use an outside prescription to get glasses made and the cost would be two pairs starting at $79.95 dollars.We do apologize his needs were not met. We are greatly disappointed to know that some of our customer's expectations are not met. We strive to provide all of our customers with excellent customer service and we work toward this goal daily. If I can be of further assistance, please feel free to contact me.
  
  Sincerely,
  
  Dinika
  Customer Care

  Customer Answer

  Date: 10/01/2022

   
  Complaint: 18118605
  
  I am rejecting this response because: ***************** was unsatisfactory, therefore the glasses I received where not useable (I could not see clearly). I should not be charged for the ****. The clerk at the store said that they do take outside prescription. That is why I brought my doctor's prescription in. I believe, that just filling the prescription and charging me $29.99 for the glasses or refunding me for the doctor's **** that is for free $50.00. That will be fair.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/03/2022

  Dear *******************,
  
  
  *************** to the BBB complaint #******** filed by customer ***** ****.  The customer purchased our two pair for $79.95 dollars promotion. The exam is only free when you purchase two pairs of complete glasses. The customer return the glasses and was charge $50 dollars for the exam. The exam fee is non-refundable due to services rendered by the doctor. The customer is able the use an outside prescription to get glasses made and the cost would be two pairs starting at $79.95 dollars.  We do apologize his needs were not met. We are greatly disappointed to know that some of our customer's expectations are not met. We strive to provide all of our customers with excellent customer service and we work toward this goal daily. If I can be of further assistance, please feel free to contact me.
  
  Sincerely,
  
  Dinika
  Customer Care

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18118605
  
  I am rejecting this response because: ************ services was wrong or unacceptable, because I, could not see right with the glasses. Or maybe the factory made them wrong. Therefore I should be charged for the ******* services. And the company should fill my prescription for $29.00
  
  Sincerely,
  
  *********************