ComplaintsforAmerica's Best Contacts & Eyeglasses

• Initial Complaint

  10/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Deceptive charge. Charged for medical level 2

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received an eye exam a few years ago from Americas best at 2030 ******* ***********************************. They are refusing to email me the prescription citing hippa, which I know for a fact is a lie because the fcc website states that it can be emailed if consent is given and they verify my information. I no longer live in ******* and cannot pick it up in person, which they are saying is the only way. Im fairly sure its against the law for them to deny my prescription. I want my prescription emailed to me.

  Business response

  09/18/2024

  Dear Customer Relations Representative,
  

  
  We are responding to the Better Business Bureau complaint filed by ***************************; complaint ID # ********. We do apologize for any delays ****************** has incurred when requesting his prescription.The customer was contacted by management to inform him that the vision center is not able to email prescriptions; however, the prescriptions can be faxed, mailed,or provided in person.
  
  At this time, we provided ***************** with his eyeglass prescription via email from our corporate offices.The prescription was emailed to the customers email, reflected in this complaint. If ****************** has any further concerns, he is welcome to contact our ************************ directly for further assistance. We thank ***************** for his time and patronage.
  
  Thank you for your time and mediation.
  
   
  ************* Leadership
  ******************** Best ********************** and ********************
  **************

  Customer response

  09/18/2024

   
  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

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the worse company to buy glasses from, I bought a lens from this company with my frame. They do not educated me AT ALL when it comes to different of lenses. Now they have make mistake twice and I still having problem with my glasses. Tried to contact but they told me I have to pay for to get a new lenses. I tried to wear it and I m extremely dizzy with the lenses the provide. I would like my lenses to fixed without any other fees

  Business response

  09/18/2024

  Dear Customer Relations Representative,
  
  We are responding to the Better Business Bureau complaint filed by ***** ********; complaint ID # ********. We apologize for any misunderstandings and/or any service delays Ms. ******** has incurred and we assure her that her concerns have been addressed with management.
  
  Our records indicate that *********** purchased her single vision polycarbonate lenses from our ****** ** on 01/23/2024. She then picked up her eyeglasses and according to management, the previous manager, ******, assisted the customer. She indicated to him that she wanted to be upgraded to a bifocal. ****** spoke with Ms. ******** in great detail regarding this matter and he also upgraded her (at her request) lenses to lined bifocals, free of charge, on 02/06/2024. The difference in the cost for this courtesy upgrade is aprox. $70. Records also indicate that Ms. ******** called the store on 02/24/2024 and spoke with ******. She stated that she does not want lined bifocals either and wants to be upgraded to a progressive (no line) bifocal lens. The current general manager ****** advised the customer that she may upgraded however, she would have to pay for the price difference. Furthermore, we dont show that Ms. ******** has returned to the vision center since then to discuss this matter with management, or to upgrade her lenses. Please know that we have a 30-day policy for changes to be made to orders; this includes order corrections/exchanges/refunds,etc.
  
  At this time, the customer is welcome to return to the ********************** center and speak with the manager, ****** if she would like to upgrade her lenses. We currently have a 2 pair for $149.95progressive/no line bifocal offer. This offer is our starting price for progressive bifocals and it is a temporary promotion. Further details are available by visiting our website at:  ***********************************************************************************
  
  If the customer would like to discuss the different types of progressives we offer, she may contact ******,and she will provide her with further details/pricing. Unfortunately, we will not be able to upgrade Ms. ******** once again, without collecting payment for a new order.
  
  Once again, we thank Ms. ******** for her feedback and purchase. If she has any other concerns, she is welcome to contact our ************************ directly at: **************.
  
  Thank you for your time and mediation.
  
  
   
  ************* Leadership
  ******************** Best ********************** and ********************

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have visited ******* Best Vision in ***** ***** and each time Ive had contact with manager ****** not sure of his name. Hes very very rude which makes me angry really quick. I been speaking with other people in the office and hes rude with speaking over individuals. I asked on today about a bill and date of service he was very rude. I have decided I will never return to this establishment. I had the same eye ** in ******** ***** for over 12 years and to think a small establishment hires and keeps someone on staff that is this rude is unbelievable. He has hung up the phone on multiple occasions. I asked for district manager name on today and his response was just like I said before it *******. *** asked several times to report his behavior.

  Business response

  09/16/2024

  Dear Customer Relations Representative,
  
  I am responding to the BBB Consumer Complaint #********,filed by ***************************.
  
  We apologize for the problems that ************ has encountered at this location and for any poor service she may have received. I have addressed her concerns with both the store manager of this location as well as the district manager, ****** and *******. ****** let me know that shell be back in the *****, ** location this Friday 9/20/24 and will be personally reaching out to ************ to follow up and resolve. We appreciate Ms. ***** feedback so we can get this addressed.
  
  Please be advised this complaint has been received and documented here at our corporate office, where it will remain on file. Once again, I do apologize and if I can be of further assistance, please feel free to contact me.
  
  Sincerely,
  
  *******
  Customer Care

  Customer response

  09/16/2024

   
  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

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My appointment was on 8/21/24 at 3:15:11 PM. I was checked out by ******. I picked up my glasses 09/04/24 tried to adjust to them but still couldn't see nothing. Took back today 09/09/24 an was helped by ******* at 12:17:20 PM. The eye ** did not do a diabetic eye exam even though I told her I was diabetic and the meds I am on. I went ahead got the prescription filled thinking maybe she's right even though I am a severe diabetic I just need an ordinary exam. Had take all 3 pairs back because I CANNOT SEE OUT OF THEM!!!... THEY TELL ME THEY HAVE TO ISSUE A CORPORATE CHECK WHICH WILL COME IN THE MAIL.. OK the lady in the office today couldn't even tell me when I will get it so I can make an appointment somewhere that will actually do a diabetic exam.. she just takes the glasses an hands me a paper to sign so she can put in the computer for them to mail me a corporate check. When can I expect my money back???? Seriously!!!

  Business response

  09/10/2024

  Dear Customer Relations Representative,
  
  I am responding to the BBB Consumer Complaint #********,filed by *****************************. We certainly apologize for any inconvenience this may have caused.
  
  I apologize for ********************** experience with the doctor and vision center,and thank her for her feedback. I have addressed her concerns with the store manager, ******. Per our refund policy, we refund as a corporate check for all cash purchases over $35. I see the refund was processed by the store on 9/9/2024, which means our corporate office will cut and mail the check on 9/11/2024, so I would think ******************** should get it sometime next week.Please note the check will be mailed via **** and will be coming from National Vision, Inc. in ** (not Americas Best, so please dont think its junk mail).
  
  Please be advised this complaint has been received and documented here at our corporate office, where it will remain on file. Once again, I do apologize and if I can be of further assistance, please feel free to contact me.
  
  Sincerely,
  
  *******
  Customer Care

• Initial Complaint

  09/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Funds where withdrawn from my account on a product that wasn't recieve. This product I put in an order since June 26th, Order Number *********. Trying to get through the 800 was brutal, finally ******************* answered my emails but split my refundfor what I have no idea and I have only recieved partial. This is the worst I've ever dealt with a company online services. I need my other part of my refund!

  Business response

  09/10/2024

  Hello ******,

  Thank you for reaching out to us with your concern. I do apologize that you have been having difficulty getting a response from us and having this resolved. I do see the refund request was requested for the remaining part of the order and not the whole thing. I have gone ahead and processed your refund for the entirety of the order that was not received. Please allow 3-5 business days for the refund to be processed. Please also let me know if there is anything further we can assist you with.

   

  Thank you,
  ****

  Customer response

  09/10/2024

   
  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

  09/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/7/2024 We had a 9:50 appointment, when I got there I saw about 5 people ahead of me. I went to the front I spoke to the General Manager *****, I asked her the time wait to be seen in a rude and unprofessional manner she told me that I would have to wait till all the patients were seen. I told her I had a doctor's appointment at 11:00 and I told her my appointment was at 9:50 am, what is the sense on making appointments if your not going to be seen. Then in a surprise way instead of apologizing for the mix up, ***** turned around and said directly to me first come first serve, and said if I didn't like to wait reschedule. I looked at her and I asked to speak to the manager and then ***** replied I'm the General Manager. I could not believe the attitude, and the rudeness. I have been a customer since they opened I bought in 25 customers to this place. Ever since they changed the original staff, they have gone down hill. I will be taking myself and my friends elsewhere and I will let everyone be aware of the rudeness and unprofessionalism that the current staff are. The eye doctor is wonderful I wish I can say for the rest of them. But ***** should not be representing this Company.

  Business response

  09/12/2024

  Dear Customer Relations Representative,
  
  I am responding to the BBB Consumer Complaint #********,filed by ******************************** regarding her husbands appointment, ***************************************. We certainly apologize for any inconvenience this may have caused.
  
  I have forwarded Mrs. ********* concerns to the District Manager, ******, for review. He will be addressing this with the associate in question so this type of behavior does not happen again. We appreciate Mrs. ********* feedback and her familys business.
  
  Please be advised this complaint has been received and documented here at our corporate office, where it will remain on file. Once again, I do apologize and if I can be of further assistance, please feel free to contact me.
  
  Sincerely,
  
  *******
  Customer Care

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pair of new glasses 3 weeks ago from America's Best in Wyomissing Pa. At the same time I purchased the service of replacement of my scratched no line transition lenses in a perfectly shiny quality set of frames. In return, 2 weeks later I received single lens vision sight and totally buffed out dull frames. I'm ashamed to put them on my face. I was told to bring them back and they will fix them. They didn't have that type of frame in stock when I was there the 1st time. I am beside myself with anger. My time is valuable. I trusted them and they failed me.

  Business response

  09/09/2024

  Dear Customer Relations Representative,
  
  I am responding to the BBB Consumer Complaint #********,filed by ************** ****. We certainly apologize for any inconvenience this may have caused.
  
  I have addressed Mr. ***** concerns with one of the managers at the vision center, ******. Per Mr. ***** receipt, it does indicate that for the set of lenses for his frame, he did pay for Single Vision transition lenses. Im unsure where any miscommunication may have occurred regarding the progressive lenses for that frame.
  
  Unfortunately, we do not carry the same frame that Mr. **** brought in for the lenses. However, if Mr. **** can provide a receipt from where he purchased his frame, we can reimburse him for what he originally paid for it. Please have Mr. **** reply here with a copy of that receipt and I will confirm once weve processed the reimbursement in the form of a check.
  
  Please be advised this complaint has been received and documented here at our corporate office, where it will remain on file. Once again, I do apologize and if I can be of further assistance, please feel free to contact me.
  
  Sincerely,
  
  *******
  Customer Care

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/13/24 I was charged $109.95 to see the optometrist and for 2 pair of glasses.The Optometrist stated I need glasses much higher of prescription than I needed and stated that the condition of my eyes were now resolved and even. When I questioned it he said that I could get any number of focus that I wanted. I explained to him that the reason I'm paying to see an optometrist is to have a professional prescription and not just winging it. I had to insist for him to recheck in order for an accurate consultation but he said that it is not how they work and placed a lens on a pair of glasses and dropped down a number. On 8/27/24 when I went to pick up the glasses found a warning sign about cancer. I informed them I was not aware that the glasses had that and that I didn't want to be exposed to that. If there was another type of material or any other options and they said no. I requested a complete refund but they said they could only reimburse me the $40.00 for the glasses and not the service and to call the main office for the reimbursement of the optometrist fee. On 8/28/24 I called and spoke with ****** and she said I was misinformed that they can't reimburse my $69.95. I explained the bad experience and bad optometrist diagnoses and she said that's not their regular doctor to go again and see someone else. I informed her I had already paid to see another Optometrist that was more accurate and informative and informed her that they're not giving me any other option but to file complaints in order for other people not to go through what I did and save their eyes, time and money. BBB, please assist me in getting my $69.95 dollars back. My time and bad experience should be compensated as well. Thank you so much.

  Business response

  09/13/2024

  
  
  Better Business Bureau
  ****** ******
  ******************************************
  **********************
  
  
  
  
  
  In response to the Better Business Bureau complaint filed by ****** *******; Consumer ID #********, we regret any misunderstandings or inconvenience Mrs. ******* has incurred and we appreciate her business.
  
  I am writing you in response to the complaint filed Mrs. ****** *******; Case# ********.
  
  I have contacted our La Habra, CA store and I spoke with the General Manager, ****. He advised that Mrs. ******* had an exam on 8/13/24 and purchased two pairs of glasses for $109.95 and received the free eye exam. The $69 doctors eye glass exam is free with the purchase of two complete pairs of glasses. On the date of her service, she left the store with no complaints.
  **** said the Mrs. ******* returned to the vision center on 8/27/24 and requested a refund. She wasnt happy with the materials that the manufactures use to make all eyeglass frames. **** explained that he would be more than happy to refund the cost of the glasses, however once the glasses are refunded the exam is no longer free.
  Mrs. ******* stated she was also unhappy with the service she received from the doctor. **** apologized for the service the doctor provided and explained that the eye exam fee is a non-refundable service rendered by the doctor. He offered to reschedule Mrs. ******* a follow up exam with a different doctor, but Mrs. ******* declined the offer and a requested a refund, for the cost of the glasses $109.95. The refund was processed less the $69 doctors exam fee. Therefore, a refund in the amount of $40 was applied back to the customers method of payment used to make her purchase.
  
  At this time, this complaint is considered as resolved and we look forward to continuing to service his eyewear needs. If Mrs. ******* has further questions or concerns, she may contact ************* directly at **************.
  
  Thank you for your time and mediation.
  
  
  
  ******
  *************
  ******************** Best ********************** and ********************
  
  
  

  Customer response

  09/17/2024

   
  Complaint: 22235898
  
  I am rejecting this response because:
  The day of the exam I was not informed that the doctor was not their real doctor. I was not satisfied with the exam and I did inform the doctor and he declined to re-do the exam.
  When I stopped by to pick up the glasses I was misinformed and told there was no other type of materials for the glasses and that's when I requested a total refund. That's when **** informed me he can only reimburse the $40.00.
  Had I been told about being able to see their real doctor and provided option for other material on the glasses and told I may loose part of my money from the beginning I would had never stayed to go thru this very bad experience. **** provided the number to request the refund and ****** took the call but failed to listen that I had already paid to see another doctor at a different location that provided a better and honest consult and information. Please do the right thing and reimburse me my $69.95, Otherwise I will proceed with exposing the bad and dishonest service proved here. Buyers beware! ****** is a disappointment and this place needs to be retrained. Please reimburse me my money!
  Sincerely,
  
  ****** *******

  Business response

  09/20/2024

  Responded to the BBB:
  Better Business Bureau
  ****** ******
  ******************************************************************************************
  
  
  
  
  I am writing you in response to the complaint filed Mrs. ****** *******; Case#********.
  
  On 8/13/24 Mrs. ******* received an exam with one of our doctors, who is a licensed optometrist. The doctor finalized Mrs. ******** eyeglass prescription and provided her with a written copy. The exam fees are non-refundable because its a service thats rendered by the doctor. However, as a one-time customer service ****, the General Manager at our *********************************** center refunded Mrs. ******* the $69 exam fee. The refund has been applied back to the customers method of payment used to make the purchase.
  
  At this time, this complaint is considered as resolved and we look forward to continuing to service his eyewear needs. If Mrs. ******* has further questions or concerns, she may contact ************* directly at **************.
  
  Thank you for your time and mediation.
  
  
  
  ******
  *************
  ******************** Best ********************** and ********************

  Customer response

  09/24/2024

   
  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.
  
  ****, thank you very much for understanding and refunding the total amount.
  Sincerely,
  
  ****** *******

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My receipt shows i paid 69$ for an exam. I was told id get a ***** membership that doesnt even.exist accorfing to coorporste office for another 10$. But when my prescription for contact was wrong i cancelled the contact order. In addintion they were 90$ higher to sell a 6mo sulply for the correct prescription. I have paid a 129 when it shouldnt have been more that i was shown on receipt of 69. Fthey refunded the conta ts but are charging me for a 129 membership i wss told was 10$ more not 60$ more. A differanve of 50$ unavcounted for in any docs they provided me including my receipt. My receipt showd no membershio chsrge only a 69 charge for exam. Which the suppoded membership would have cancelled out. No papers or recript on membership still. No proof of any contact exam

  Business response

  09/12/2024

  I apologize for ********************** experience at our Americas Best vision center. The customer was originally supposed to be charged for a contact lens exam which is $119 and he got the eyecare care club which was only $10 for the discounted price and that amount resulted out to be $129, which is what he was confused about being that on his exam it is rung up for a $69 eyeglass exam. I have reached out to the district manager ***** and the general manager ****** and have finalized a decision for this matter. We have then agreed to comp the eyecare club for the customer due to the error on the stores behalf, and refund him fully. The customer has spoken to ****** on 9/6/2024 and the refund for the exam that was processed on 9/5/2024 and it was explained to him he still has trials on order from his prescription recheck on 8/29/2024.  These are MF contacts which will enable him to see distance and near as he requested.  He seemed a little surprised but was agreeable to that and asked when they might be in. It was told to him they are estimating around 9/20 but that is not always accurate. ****** estimated within the next two weeks and the customer said ok. His trials are on the way that are scheduled and will receive those when they come in.

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