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Initial Complaint
12/29/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Went to Eyeglass World/America's Best #**** on 9/23/2024 for eyeglasses and eye exam. Co-pay was paid, balance was checked upon delivery, yet I got a bill ( invoice date 12/16/2024) for an outstanding total balance of $42 for BOTH glasses and exam. Insurance paid in full and estimates were correct according to benefits listed. I think it is absolutely ridiculous that this business is leaning into practices that are scammy at worst and exploiting lack of pricing diligence/accurate insurance billing at best. I'm not going to take on the responsibility of a business that has issues with billing responsibility like this. I never had any issues with post-billing like this until America's Best took over that location and I see no reason to go back because of this.
Business response
01/13/2025
Hello,
I apologize that you received a bill. We are a healthcare company that does the billing on the patient behalf, just like hospitals, primary doctors, urgent care, dentists, etc. We do our best to understand your plan and bill your insurance company on your behalf. Just like other healthcare providers, we also have our patients sign a form acknowledging that any unpaid insurance balances are the responsibility of the patient. Your insurance company should have mailed you an EOB that explained the coverage. As a one time courtesy, I will adjust the balance to $0due. Again, I apologize for any inconvenience.
Kindly,
****
Customer response
01/13/2025

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
12/26/2024
Complaint Type:
Billing Issues
Status:
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.
On 6/14/2024 I visited ******** Best Contact and ********** to purchase glasses. The total came to $436.25. I was told my insurance **** would cover $80.98. I paid $266.30 out of pocket that same day. However, I received a letter from National Vision a month ago saying my insurance did not pay and that I still owe $88.97. I dont understand why I am getting a bill almost 6 months later. I came home today to another letter from National Vision saying this is a Second Request and to pay the balance on *****************. I will not be going on any website giving my personal information and I dont see how I still owe on a pair of glasses from 6 months ago. This makes no sense to me. I do not want this blemish on my credit due to their negligence.
Business response
01/13/2025
Hello,
I apologize that you received a bill a 6 months after your date of service. We try our best to understand your vision plan at time of service, as well as once payment is received. Unfortunately, between processing time at the insurance, and then processing time at our office, it took longer than expected. We are a healthcare company that does the billing on the patient behalf, just like hospitals, primary doctors, urgent care, dentists, etc. We do our best to understand your plan and bill your insurance company on your behalf. Just like other healthcare providers, we also have our patients sign a form acknowledging that any unpaid insurance balances are the responsibility of the patient. Your insurance company should have mailed you an EOB that explained the coverage. I do notice that you received an exam and contact lenses in March 2024. Please follow up with your insurance to see if your plan covers both services within the given timeframe.
Kindly,
****
Initial Complaint
12/13/2024
Complaint Type:
Product Issues
Status:
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.
I went to *******'s Best on 7/5/2024 and purchased a pair of glasses. I paid the balance of what was owed by what the insurance wouldn't cover. Five months later I received a bill for $43.18 from National Vision **** I thought what I paid in July was what was owed never expecting to receive another bill.Invoice #: ****** Invoice Date: 12/6/24 Customer id: ********** Invoice Amount: ***** Patient #: SDS32492355 I don't understand why I owe a balance.
Business response
12/17/2024
Hello,
I apologize that you received a bill a 5 months after your date of service. We try our best to understand your vision plan at time of service, as well as once payment is received. Unfortunately, between processing time at the insurance, and then processing time at our office, it took longer than expected. We are a healthcare company that does the billing on the patient behalf, just like hospitals, primary doctors, urgent care, dentists, etc. We do our best to understand your plan and bill your insurance company on your behalf. Just like other healthcare providers, we also have our patients sign a form acknowledging that any unpaid insurance balances are the responsibility of the patient. ********************** should have mailed you an EOB that explained the coverage. At tis point, let me see if I can ask for addition research to be done on our end. I would recommend calling your insurance as well to see if they will mail you your EOB for understanding.
Kindly,
****
Initial Complaint
11/02/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Visited Americas Best on 3/13/24 bought eye exams, glasses and contacts that were covered by insurance. More than 6 months later I get a notice that I still owe money $30 not covered by insurance- $24 insurance plan discount and $10 not covered by insurance - I have read of other complaints with the exact same issue Americas best needs to assure they are charging the correct amount upon time of service and not billing 6+ months later to collect. The additional $30 charge was not agreed upon by me when I visited. I was under the assumption I settled payment when I left the store that day Please clear my balance due. Thank you in advance
Business response
11/05/2024
Good morning,
The $30 for the retinal photography was billed to your insurance. I apologize that it was not covered by your insurance and you received a bill for it 6months later. The reason why it takes so long to send the bill out is because we prefer to do the research and communicate with the insurance to validate the coverage and make the determination where the balance belongs. As far as the why the exam is performed, we ask every customer if they would like this exam and we describe the health reasons behind it and make sure the customer agrees to the service. As a one time courtesy, I will take care of this balance. Please let us know if there is anything else I can do for you.
Best,
**** ********
************
Customer response
11/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *****
Initial Complaint
05/03/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
My wife and I visited store #**** in ********* on 8/16/23, and selected 2 pairs of glasses for my wife, and 1 pair of sunglasses for myself. We discussed the glasses with the salesperson who asked if we had an insurance plan. After stating we were not sure, she looked it up on her computer, told us we were covered, and the total out of cost price would be $135.99, and the rest was covered. I asked her to double check, and her comment was, Oh yes, youre covered, and this is all you owe.We did not sign an invoice, and there was no mention that we would be responsible for any other part of the bill.At that point, I asked if I was covered for sunglasses, and she said yes, gave me a price of around $100 for a pair, which I purchased.We have since received notice from Eyeglass World that we were responsible for $316.70 for my wifes glasses. We visited the store in ******, talked to the store manager, and he told us our balance was zero. There was no payment due on my sunglasses either.We are a retired couple living on a fixed income, and we feel we have become part of an elderly scam.We have noticed quite a few complaints to the BBB similar to ours, and seek your help in resolving this issue. Thank you for your help!Order #*****. Date 8/16/2023 Eyeglasses $729.95 Ins. Plan Disc. ******* Patient Payment. ******* Act. Ins. Adj. ****** ***. Owed. $316.70
Business response
05/08/2024
Hello,
I am not sure where the confusion was between the store, insurance, and patient. I will make sure to adjust this account to $0 patient responsibility. If you do pay into vision coverage, we would appreciate you calling with that information so that we can bill and get some type of reimbursement for the $729 in eyeglasses. ************.
Kindly,
*************************
Initial Complaint
02/22/2024
Complaint Type:
Product Issues
Status:
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.
I went to America's Best in ******** **** on 11-29-2023 for a vision exam and glasses. I am now being billed by National Vision, Inc. 4 months later for a balance due of $109.00. I have used the services of this vision center and the same insurance coverage for several years and have never received a bill like this for an adjusted charge. I, too, think this is a scam. I am asking that this incorrect charge from you is removed immediately. The glasses I purchased were 2 for $79.95. Per my insurance, my annual eye exam is at no cost to me and my insurance covers up to $200 for a pair of glasses per year. I contacted America's Best and they stated I do NOT have a balance due. I contacted my insurance and they stated that they covered my balance in full. I do not want my credit ruined because of this additional billing. National Vision's invoice number is ******, customer id **********, patient ***********. I expect this problem to be resolved to my satifaction. This is very upsetting and I join with others in their complaints against you.
Business response
02/23/2024
Hello,
I apologize for any inconvenience this may have caused. I show only one sale under this name, not years of sales. This is not a scam. The patient signs a form like they do for any healthcare provider acknowledging the patient responsibility for any unpaid balances from their insurance. The glasses purchased were 1 pair and an exam, not 2 pairs as indicated. The exam was covered at no cost as indicated. The *** plan does not have coverage for ages 20+ as described above as $200. I would advise the patient to call her insurance and request an explanation of benefits as well as a copy of her coverage because her plan does not cover the purchase. Again, this is no scam. This is a balance due for product not covered by the plan. As a one time courtesy, I will write off this balance.
Kindly,
****
Initial Complaint
01/11/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I went to the ******* Vision Center, in **********, **, Store No. ****, Receipt No. *****, Order *****, and purchased glasses on 9-23-2023. I am now being billed by National Vision, Inc. 3 months later for a balance due of $70.58. I have used the services of this vision center and the same insurance coverage through my workplace for several years and have never received a bill like this for an adjusted charge. I, too, think this is a scam. I have read all the complaints on the BBB website and although whoever responds to them justifies your billing, I would also like to have, as others have, my charge from you removed. I will never go back to this vision center as it appears this is what I can expect from National Vision. I do not want my credit ruined because of this additional billing. This is unconscionable. National Vision's invoice number is ******, customer id **********, patient ***********. I expect this problem to be resolved to my satifaction. This is very upsetting and I join with others in their complaints against you.
Business response
01/17/2024
Hello,
We try our best to understand the customers benefits that they pay premiums for. We work hard with the insurance to make sure that the full benefits are paid out before we bill the customer. The last thing we would want to do is bill a customer for a service or a product that should have been covered by their insurance. We are a healthcare company just like a hospital, primary doctor ******* urgent care, dentist, etc. We bill claims on the patients behalf to their insurance. We have our customers sign a patient responsibility form acknowledging that they are responsible for any unpaid balance by their insurance, just as all healthcare businesses do. The receipt that the customer has shows an "estimated insurance" amount for this reason. On 03/19/2022 we accepted the customers payment, however, when the insurance paid, and it was determined that a refund was due, the customer was refunded $54 and deposited this refund check from us on 2/13/2023 without question. This is a scenario where we accepted the customers payment, however, when the claim underpaid, it was determined patient's responsibility by their insurance, in which we billed the patient.
I hope this helps answer all concerns.
Kindly,
****

Business response
01/17/2024
Hello,
We try our best to understand the customers benefits that they pay premiums for. We work hard with the insurance to make sure that the full benefits are paid out before we bill the customer. The last thing we would want to do is bill a customer for a service or a product that should have been covered by their insurance. We are a healthcare company just like a hospital, primary doctor ******* urgent care, dentist, etc. We bill claims on the patients behalf to their insurance. We have our customers sign a patient responsibility form acknowledging that they are responsible for any unpaid balance by their insurance, just as all healthcare businesses do. The receipt that the customer has shows an "estimated insurance" amount for this reason. On 03/19/2022 we accepted the customers payment, however, when the insurance paid, and it was determined that a refund was due, the customer was refunded $54 and deposited this refund check from us on 2/13/2023 without question. This is a scenario where we accepted the customers payment, however, when the claim underpaid, it was determined patient's responsibility by their insurance, in which we billed the patient.
I hope this helps answer all concerns.
Kindly,
****

Customer response
01/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
12/11/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received a bill 12/11/2023 saying I owe $25.00 because they have not received payment from insurance company. Service date 7/29/2023. Order #****** for an eye exam at America's Best. I called the insurance company today 12/11/2023. They said the bill was paid in full and I owed nothing. They called the store and talked to ******* who confirmed I don't owe anything. Customer ID: **********. which is on the bill I received.
Business response
12/12/2023
Hello,
I apologize for the misunderstanding. This is an issue where we were not paid what we expected from the insurance. The customer can call their insurance obtain an EOB showing what the customer responsibility is. As a one time courtesy, I will take care of this balance. If there are any further questions, please feel free to reach out to me.
Kindly,
****
Customer response
12/12/2023

Complaint: 20991668

I am rejecting this response because: I did call the insurance company. They tried to call the number you provided on the invoice and only got a busy signal. I really think this is a scam. The insurance company said that I don't owe anything but the $10 I already paid. I have never received a bill after having a eye exam done. Also to receive a bill several months later. I will not be going back to America's Best again.

Sincerely,

Poppy ********
Business response
12/14/2023
Hello,
Nothing further for us to do. The balance has been taken care of. Have a happy holiday!
Kindly,
****
Customer response
12/14/2023

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,

Poppy ********
Initial Complaint
11/20/2023
Complaint Type:
Service or Repair Issues
Status:
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.
My husband had an eye exam and received glasses at Eyeglass World in ********, ** on 4/6/2023. His name is ************************* and your surprise bill shows him as Patient #****** at *********** Optometry. Today (11/20/2023), we received a bill for an additional $25.00, in which your company claimed our insurance company did not pay the entire bill. My husband's employer provides top notch insurance that covers ALL vision costs except for our copay. Your bill also claims he paid $49.00 at the time of the exam, which is a lie because our copay is not $49.00. The saddest part is that we have gone to Eyeglass World for almost 20 years and now we will be looking for another provider because of this SCAM. I hope this company will see its way clear to adjust this bill to zero.
Business response
11/22/2023
Hello *******************,
I'm sorry to hear of your experience. Eyeglass World operates as completely separate entity from *********** Optometry. If you have an issue regarding your exam, please contact that company regarding your experience. Please call the store and they can transfer you over to the doctors side. **************. We do not share records and have no access to see what occurred on your exam. Any information that I can help you with for materials, please contact me at ************.
Kindly,
****
Customer response
11/22/2023

Complaint: 20897297

I am rejecting this response because you did not address the issue. The bill I received was from YOU, not Eyeglass World. YOUR company sent me a bill claiming the amount paid to Eyeglass World was insufficient, and said bill from YOUR company demands more money. Based on your response, said bill is a scam.

Sincerely,

***************************
Business response
11/24/2023
Hello,
I apologize for any confusion. I am unable to locate a balance owed for glasses by ****************** to Eyeglass World with the information listed in the complaint. Honestly, I'd be happy to take care of the $25 if I was able to locate it. Perhaps it would be best to call the number on the bill. It should request for ****************** to call ************ if what you received is a TRUE bill from Eyeglass World. Please note when you call that you've communicated with ************************* to take care of any $25 balance owed for glasses to Eyeglass World.

Kindly,
****
Customer response
11/24/2023

Complaint: 20897297

I am rejecting this response because: it appears lines got crossed here. As stated in my original complaint, the bill I am referring to is from *********** Optometry for an exam at Eyeglass World. Is that not who you are?

Sincerely,

***************************
Initial Complaint
09/14/2023
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In January, I purchased eyeglasses from the company and paid the full amount due on the same day. I then went abroad to work in *****. Upon returning home months later yesterday, I saw I have received a bill from the company for $56.25 with a due date of 08/17/23. The bill stated that my insurance company had not yet paid the expected amount. However, instead of asking me to pay the company directly, the bill instructed me to pay through a website called sanappayglobal.com. Unsure if this was a legitimate request or a scam, I searched for information online and found numerous complaints on the Better Business Bureau website. I decided to report my own experience as well. It appears that this is a scam where the company presents one price to the customer at the time of purchase, but later sends an additional invoice with the threat of bad credit if not paid promptly. I was never informed of this possibility during my initial purchase, and I would not have bought the glasses had I known. I hope that others will stop buying from this company and that they will be held accountable for their dishonest practices.
Business response
09/15/2023
Hello,
We work hard with the insurance to make sure that the full benefits are paid out before we bill the customer. The last thing we would want to do is bill a customer for a service or a product that should have been covered by their insurance. We are a healthcare company just like a hospital, primary doctor ******* urgent care, dentist, etc. We bill claims on the patients behalf to their insurance. We have our customers sign a patient responsibility form acknowledging that they are responsible for any unpaid balance by their insurance, just as all healthcare businesses do. The receipt that the customer has shows an "estimated insurance" amount for this reason. The receipt the customer has also has the insurance disclaimer on it.
With over **** stores and a massive amount of claims being billed, we have less than a 3% error rate in which we have to ask the customer to pay for a unpaid portion of their order. In healthcare, this is actually remarkable.

I apologize for the billing. There is nothing bogus in our process or snappayglobal owned by Fiserv. As a one time courtesy I will take care of this remaining balance. If there is anything else needed, please feel free to reach out to us.
Customer response
09/15/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is OK to me. I appreciate they are waiving said charges, but they didnt even apologize for it. Its not a good sign. Customer should be inform for price and that this could happen at the time of purchase. They cant just send a surprise bill like this. This is not good.

Sincerely,

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

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