ComplaintsforNational Vision, Inc.

• Initial Complaint

  05/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 9/12/22, I wasn't sure if I had insurance, so I asked the employee at the ******* Vision Center to check if I was covered. He "checked", and told me that i that insurance which would fully cover the contacts after he called my primary insurance, and I ordered the full amount since I was supposedly covered in full; $783.I received a bill a few months later, saying that insurance covered none of it, and I went to try to return the contacts. That manager requested National Vision to cancel out this purchase, and he told me that the problem is covered from my end, but I'm still getting bills for this. I contacted the national vision hotline, and the one of the *** said the insurance had paid for it, but because it is a billing issue, I am having difficulty resolving this issue. snappayglobal has issued its third bill to me. (invoice 328663)The receipt from national vision center is *****, order number is *****. The customer ID is **********

  Business response

  06/02/2023

  Hello, 

  I called and spoke to the store manager, ***********  He asked me to make sure that I took care of your balance.  I apologize for the inconvenience.  We did bill your insurance on you behalf.  We were cold that disposable contacts are not covered by your plan.

  Best, 

  ****

  Customer response

  06/06/2023

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

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had gone to America Best vision to get some glasses replaced from work. They are in my BCBS preferred vendor. I did the exam, and got my glasses a week or so later, this was back in September 2022. I had to submit the claim to get reimbursed from work. But now im getting letters saying final notice 5/30/23 that I owe $10 on one and $25 for another one. I only got the one pair of glasses, and declined any other services they were offering. From looking at the complaints at the BBB I am not the only one. im not sure how this is even possible. Ive been wearing glasses all my life, I have never been billed again 6+ months later. Its like if you went to burger king and got lunch then got a bill 6 months later for a few bucks. I would somewhat understand if they were out of network as billing may be confused on whats covered. But I can not re submit my claim at work, as it was filed last year. If they want more money I will gladly take these back and expect my refund, and I will go to a normal eye doctor.

  Business response

  05/26/2023

  Hello, 

  I apologize for delay in sending you invoices.  In the world we are in today, the insurance companies are behind in processing claims, which puts ** behind in posting the payments and sending out invoices for the remaining unpaid balances.  One balance is for the $10 copay for the exam and the $25 is the copay for the glasses that are mandated by the plan for their members to pay.  I apologize that these were not collected at the time of service.  I'm not sure how to respond to your analogy about Burger King, as they don't bill your third party to pay for your meal.  **************, I will be happy to take care of the balances for you as an oversight on our part for not collecting the copay portion of your responsibility.  I hope this resolves any issue you may have and I certainly hope to keep your business in the future.

  Customer response

  05/26/2023

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

• Initial Complaint

  04/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased eye glasses around July 2022 with insurance and paid the balance due at the time of purchase. I received a bill several months later stating I still owed $11 are the remaining portion insurance did not cover (Dec 2022). I sent in that payment and they said my account was cleared. Now I am receiving another bill in April saying I owe another $29.96 on remaining portion insurance did not cover. My account was already processed and cleared in January. Also their system to phone for help is extremely slow. I had to wait on hold about an hour to speak with someone only to be disconnected. the snap pay site also doesn't work.I would like my remaining balance cleared out because I have no confidence in their record keeping or systems.

  Business response

  05/03/2023

  Hello, 

  I do apologize for the confusion.  ************** EyeMed, initially paid $68.47 on 7/2 and the customer paid the remaining amount $11 on 1/10.  ON 2/24 EyeMed pulled their payment back and then on 3/3 paid $38.51.  Again, I apologize for the confusion and will be happy to take care of the balance as a customer service experience.  This was all due to the insurance company making adjustments.  the customer would have received EOB's from the insurance as well that would have explained this.

  Kindly, 

  ****

  Customer response

  05/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I thank **** for clearing my balance as I never received any statements or EOBs from the insurance company and am not sure why those adjustments were made.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/07/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  service date is 10/07/2022, I paid for my glasses and eye exam on this date, amount of ****** in march of 2023 I get a bill for ***** stating my insurance did not pay everything,so six months later I owe you money,you should have known that by november,my insurance clearly states what it does and does not pay for,******** best should have known what I owed

  Business response

  04/11/2023

  Hello, 

  I apologize for the oversight in not collecting your copay at the time of service.  It's $15.  I'm more that happy to take care of that balance for you.  In the future, please take the time to finish speaking to our call center agent.  She was more than happy to make that adjustment for you as well.  We certainly appreciate your business and hope to see you again next year.

  All the best, 

  ****

  Customer response

  04/11/2023

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

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a two suspicious "balance due" statements from National Vision **** claiming that my insurance company did not remit the expected amount and a balance remains on my account. The bills were addressed to my "child" and myself. It was America's Best that my son and I received services and at that time I was told upfront what the costs would be for both of us since I am the insurance holder. When completing searches online to determine if this was legitimate or not, one of the top searches that come up is through the BBB where many people have questioned its authenticity. Although the replies to the complaints seem to be from this company, that does not tell me anything.If I was told that my insurance covers items and I pay the remaining balance at the time of service, then I should not owe anything more now. This is the responsibility of America's Best or whomever manages the insurance system to determine benefits. The mailing remittance address is a P.O. Box and not a physical address to know where payments would even go, the pay online option is not through the company website in question, and the header showing the addressee has incorrect punctuation. i.e., National Vision **** instead of National Vision, Inc. Furthermore, my UNDERAGE son should never had received a bill if I were the holder.

  Business response

  03/29/2023

  Hello, 

  There is nothing suspicious about a balance from National Vision, the parent company to America's Best, when the America's Best logo is prominently marked on top of the letter and the return portion. At the time of service the patient/parent signed a receipt acknowledging that all unpaid portions from the insurance would be patient responsibility. I will be sure to fix our POS system to reflect the mother on letter instead of the child, our apologies for that. I also apologize for any confusion that this may have caused. As a courtesy, I will write off the balance. In the future, please feel free to contact us on the number listed on the letter, ************, and we will be happy to assist you.

  Best, 

  ****

  Customer response

  03/30/2023

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

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I used America's Best for the first time mid-August of last year using my insurance and paying what I was told was my balance to purchase my glasses. I received a bill last month stating my insurance plan didn't cover the full amount. I originally thought this was a scam bill because it came from National Vision **** I have been purchasing glasses all of my adult life and have never been billed after I've paid my portion in stores like **************** ******, Target nor at my Dr.'s offices. This is the first and last time I will purchase glasses from America's Best with your bait and switch "bill you" 6 months later tactic. Not only that, I made an in store purchase that after getting home realized I was over charged when the package clearly had the price listed.

  Business response

  03/08/2023

  Hello, 

  I apologize for any inconvenience.  ************* did not pay as much as we estimated that they should have.  Please disregard the notice.  I will take care of the balance and follow up with the insurance.

   

  Kind regards, 

  ****

  Customer response

  03/09/2023

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

• Initial Complaint

  02/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to one America's Best store to get prescription eyeglasses back in September of 2022. I have Vision insurance thru my employer. I paid for my eyeglasses using my HSA account. Now NVI sends me a bill asking for more money claiming my insurance did not pay the expected amount. Why am I being held liable for an error on their end in filing erroneous claims? They also claim this is a "second notice" when in fact this is the first time I have received anything from their office.

  Business response

  02/14/2023

  Good morning, 

  I apologize for any confusion this may have caused.  At the time of service we expected your insurance to pay the full $138.56.  Unfortunately they did not.  We will take care of this bill as a one time courtesy.  In the future, please know that you are responsible for any unpaid portion of your order once the insurance has processed your claim.

  Kindly, 

  ****

• Initial Complaint

  01/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I went to see my optometrist for my yearly check-up on 1/28/2021, in network for National Vision Association (NVA). My current coverage with NVA includes a 10% discount on contact lens purchases and a $150 benefit. Only the 10% discount was applied to my order and I did not receive my $150 benefit. In speaking with my optometrist they never even received that 10% from NVA. When I went to my optometrist again this year, only the 10% discount showed and again the $150 benefit was not being applied so I have opted to delay my order until I can be guaranteed my benefit will be paid. I have spoken with a customer service representative of NVA who had no resolution for my situation and said I could no longer try to even claim the missing $150 from last year. While I understand that submitting a claim is the patient responsibility, I am still within the same claim year and it was told to me that it should've been applied in the first place to my order. In addition to the fact that NVA never even paid my optometrist, I believe NVA is failing to process their claims correctly (and seeing all the other reviews that seems to be true across the board). I am due my benefits owed for this year, last year, and my doctors to receive their due. I have paid for my insurance, and NVA has not fulfilled their duty.

  Business response

  01/09/2023

  Hello, 

  We are National Vision, Inc.(NVI).  I believe you want National Vision Administrators(NVA).  ************.

  Best, 

  ****

  Customer response

  01/09/2023

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

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/3/222 I went to Americas best contact and eyeglasses. Insurance paid what it was and I paid what insurance did not cover on that day. Today I get a bill from a super shady company national vision for $68.50 to pay online at snappayglobal.com?? I called the store #**** about my invoice number #****** and they said I do not owe anything? This just looks super shady .Khaldi

  Business response

  01/05/2023

  Khaldi,

  As shown on your letter, it is from National Vision, Inc. C/O America's Best, along with our America's Best logo.  I apologize, nothing "super shady" about a parent company billing for one of their branded companies.  We are a healthcare company where we bill on behalf of the customer.  Should the insurance not cover any portion of the claim, the patient is responsible.  The patient also signs a receipt at time of service acknowledging patient responsibility.  A copy of this can be picked up at the store location if needed.  Again, we are a healthcare provider, just like a doctor's ******* hospital, dentist, ect., where the healthcare provider has the patient sign acknowledgement of any unpaid insurance balances due by the patient.  Furthermore, the insurance company sends an Explanation Of Benefits (EOB) to their member which shows member responsibility.  The store did not send the statement because the balance is not owed to the store.  The statement came from the corporate ******* once the corporate office billed the insurance and the insurance processed the patient claim back to the corporate office.  Therefore, the store would not recognize the amount owed, and corporate office would not turn the customer to the store.
  
  I hope this clarifies everything that you need.  As the statement reads, you may pay your balance at snappayglobal online, pay through the mail, or contact us at ************. 

  Best,

  ****

  Customer response

  01/05/2023

   
  Complaint: 18680662
  
  I am rejecting this response because:
  
  I should have like every other optical store been told upfront what I owe and not get a bill so many months after I was seen. Also I believe this bill looked super shady because even the store was not updated on MY account saying I owed anything! I will be telling everyone I know not to ever go to ********************* and Lenses.
  
  ***********************

  Business response

  01/06/2023

  ****************, 

  I'm apologize for the misunderstanding.  What I can do for you is take care of this balance owed as a one time courtesy.  Please disregard the notice.  I have taken care of the balance.

  Best,

  ****

  Customer response

  01/06/2023

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

• Initial Complaint

  09/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to Americas Best back In March of this year and I just got a letter in the mail stating that I owe $21. I paid everything extra that was due after my insurance covered it. I dont understand how or why ** getting billed for something that was gone over in store that would be covered by my insurance 6 months later. Im sorry but I feel something needs to be done about this.

  Business response

  09/20/2022

  I apologize for the late billing.  Many companies, including insurance companies, are behind in processing.  This is causing the delay.  Also, the last thing we want to do is send a bill to a customer without validating with the insurance that it is actually patient responsibility.  As every medical and doctors office does, we have our customers sign their receipt acknowledging that they are responsible for any unpaid balances from their insurance.  We all do this because our call to the insurance is not a guarantee of payment to the us.   Having said that, the Explanation Of Benefits (EOB) that the insurance sent to their member shows that their out of pocket should have been $157.96, however, he payment collected was only $126.68, hence the bill to the patient.   We did honor some additional discounts given at the store, therefore, the balance we are asking for is $21.00, not $31.28.

*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. ↩