Complaints

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:03/11/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 12/14/2024, my wife and I visited the America's Best for an eye examination and the purchase of new eyewear and glasses. While we waited the sales associates determined what her insurance would/would not cover. After the exam and finding a pair of eyewear that she liked, we sat down with the sales associate and purchased the new eyewear based on what the insurance would cover. once done we paid for the purchase. We then received an invoice form America's Best for an amount of $13.44 due on 3/13/2025. Ther wan no explanation for the new charge other than a blanket "your insurance company has not remitted the expected amount. This certainly seems very vague to the point of being a scam. The purchase was paid for based on the research of one of America's Best sales associates determinations of what was covered by the insurance.If this is the practice of America's Best, then I will not do business with them again and will inform others of this practice.

• Initial Complaint

  Date:03/01/2025

  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.

  On September 6, 2024, I had an eye exam and purchased glasses from America's Best store in the *************. My insurance was verified, and I was provided with my co-pay and what the insurance would cover. I paid $358.95 for a pair of glasses, only to be sent a bill for $15 more on 2/13/25. This is ridiculous to receive a bill 5 months after my purchase. I should not be charged any more than what was told to me at the time of purchase.

  Business Response

  Date: 03/05/2025

  Hello,

  First, I would like to apologize for the late billing to the customer.  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 office, 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.
  
  Again, I apologize for the late billing.  There is just a little delayed.  As a one time courtesy I will take care of this $15 remaining balance.  If there is anything else needed, please feel free to reach out to us.

  Kindly, 

  ****

  Customer Answer

  Date: 03/05/2025

   
  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

  Date:12/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went 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

  Date: 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 Answer

  Date: 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

  Date:12/26/2024

  Type:Billing 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 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

  Date: 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

  Date:12/13/2024

  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 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

  Date: 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

  Date:11/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:05/03/2024

  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.

  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

  Date: 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

  Date:02/22/2024

  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 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

  Date: 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

  Date:01/11/2024

  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 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

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:12/11/2023

  Type:Delivery 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 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

  Date: 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 Answer

  Date: 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

  Date: 12/14/2023

  Hello, 

  Nothing further for us to do.  The balance has been taken care of.  Have a happy holiday!

  Kindly, 

  ****

  Customer Answer

  Date: 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 ********