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: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 ********

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:09/14/2023

  Type:Order 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.

  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

  Date: 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 Answer

  Date: 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,
  
  ***********************

• Initial Complaint

  Date:08/18/2023

  Type:Billing 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.

  My *********** visited Americas Best Vision center in Dec 26, 2022. Insurance plan discount was applied, my husband paid $197.16 & **************** payment and adjustments were made. This is what we do every year that we buy our glasses. We have our receipt showing a zero balance. Then, six months later, I received a bill from National Vison stating that my insurance didn't pay the balance due, claiming that I owe another $45. The amount I paid is consistent with what I've paid for lenses and/or frames in the past. I have never been billed for services that I paid in full. Now you are claiming that I owe 6 months after service was rendered. I need my account cleared, and I need for this company to stop making bogus charges and sending out bills for them.I also called Americas Best and spoke w/optometrist and her assistants. They triple checked and told me they were already paid, that we paid our share, and that this bill is at a zero balance.Heres the info on the bill:Customer ID: ********** Invoice#: ****** Patient#: SDS24852698 Store#: **** Please fix this and send me a statement showing zero balance. I do not want this affecting my credit. Stop sending bogus statements that are incorrect. Weve been coming to this optometrist for 5 years. If this isnt corrected we will stop going to Americas Best.

  Business Response

  Date: 08/29/2023

  Good afternoon, 

  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 ******* 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 nothing bogus in our process, just a little delayed.  As a one time courtesy I will take care of this $45 remaining balance.  If there is anything else needed, please feel free to reach out to us.

  Kindly, 

  ****

  Customer Answer

  Date: 08/30/2023

   
  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

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited an America's Best location on march 3rd of this year I have vision insurance through my work. Which was accepted and any extra fees were paid the day of my visit. So I do not understand why I received two invoices from NVI several months after my visit the first one being for $20.00 and the second for $21.61 when all expenses were paid day of visit? If there were any remaining balances for that visit then I should have been notified right then and there. The invoices don't seem like a lot of money but I just don't understand why I'm getting billed when I paid everything that needed to be paid. It's just very upsetting.

  Business Response

  Date: 08/16/2023

  Good morning, 

  After researching the invoices, it was found that the customer had exams totaling $119 and contact for $60.99, for a total of $179.99.  The customer paid $35.34 at time of service.  We gave insurance discounts of $17.60.  We billed the customer's insurance to pay the remaining $127.05, however, the customer's insurance only paid $85.44 as maximum benefits paid, leaving the unpaid customer balance of $41.61.

  Best, 

  ****

• Initial Complaint

  Date:06/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had been to National Vision Center ************** for several years. The last time we went for our exams and purchased our new glasses was in November 17, 2022. We made copayments as required for our glasses and our Insurance Plan paid the vendor the differences as they always do without any issues. We received a bill in May, 2023 stating our insurance plan didn't cover the full amount. We originally thought this was a scam bill because it came from National Vision Center ************** and we had been purchasing glasses there for several years without any issues. We then received another letter on June 9, 2023, stating Second Request that we owed $48 for my glasses, and $18 for my spouse glasses due to **************** Payment and Adjustments. Since we purchased from this store several times, and we were told every time that our insurance covers items and we paid the remaining balance at the time of service with no issues whatsoever, then we should not owe anything more now. This is the responsibility of National Vision Center or whomever manages the insurance system to determine benefits.

  Business Response

  Date: 06/26/2023

  Good afternoon, 

  I apologize for the oversight.  It appears that we billed the insurance to process the claim and pay for the frame and lenses.  ************* denied the frame benefits stating that the eligibility on this is every 24 months.  As a one time courtesy I will take care of this balance.

  Best, 

  ****

• Initial Complaint

  Date:05/31/2023

  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.

  I visited ******* Vision center in *********, ** on 10/7/2022. I brought my prescription in with me and paid the amount owed for lenses, $45.00. I used my existing frame from my glasses I already had. I have my receipt showing a zero balance. Then in April 2023, a full six months later, I received a bill from National Vison stating that my insurance didn't pay the balance due, claiming that I owe another $43.45. The amount I paid is consistent with what I've paid for lenses (no frames) in the past. I have never been billed for services that: (1) I know I paid in full (2) are claiming that I owe 6 months after service rendered. I need my account cleared, and I need for this company to stop making bogus charges and sending out bills for them.

  Business Response

  Date: 06/08/2023

  My apologies, I thought I responded to this already.

  We did bill the patients insurance on the patients behalf.  The balance that is left is the amount that the insurance did not cover.  As a one time courtesy I will take care of this balance.  In the world we are in today, the insurances are behind in processing claims, which in turn puts ** behind in reconciling our side as well.  I apologize for the delay, but I have taken care of this balance.  We hope to see you again after October 19, 2023.

• Initial Complaint

  Date:05/31/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date:05/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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 Answer

  Date: 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

  Date:04/27/2023

  Type:Billing 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 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

  Date: 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 Answer

  Date: 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,
  
  *********************