ComplaintsforAmerica's Best Contacts & Eyeglasses

• Initial Complaint

  09/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchased two contact lens exams in July 2021 just received contact try on in September. I wore them for a week as asked and returned for a f/u. I was told I couldn't receive a ex because the time ran out. This was due to them not receiving the contacts until 3 MPs later. I want my money back this place is a rip off and the staff is very unprofessional. I will also be contacting corporate.

  Business response

  10/01/2021

  Business Response /* (1000, 5, 2021/09/23) */ Dear ***** ***** This letter is in response to complaint filed be Ms. ****** ****** case # XXXXXXXX. I do apologize for the problems that she has encountered at this location. I have addressed her complaint with the store manager, John. Unfortunately, we are unable to refund for both contact lens exams that were done for Ms. ****** and her daughter. Our records indicate that Ms. ******'s prescription is finalized therefore she's able to purchase contact lens boxes. However, John is willing to refund for the daughter's exam since she has not been finalized. Please have Ms. ****** return to the vision center with her debit card to complete the refund for her daughter. John will also be providing Ms. ****** a copy of her prescription so she has it for her records. Once again, I truly apologize. Please accept my apology and feel free to contact me if you should need any further assistance.

• Initial Complaint

  09/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested a copy of my eyeglasses prescription. They refused to send it to me, claiming that it is a HIPAA violation. However after doing some research on hss.gov, I found out that With limited exceptions, the HIPAA Privacy Rule (the Privacy Rule) provides individuals with a legal, enforceable right to see and receive copies upon request of the information in their medical and other health records maintained by their health care providers and health plans. Yet they are telling me it is against hipaa for me to recieve a copy of my own prescription information from my own medical records.

  Business response

  10/22/2021

  Business Response /* (1000, 5, 2021/09/21) */ Dear ***** ***** I am responding to the BBB Complaint Case# XXXXXXXX filed by ***** *****. We apologize for any inconvenience this may have caused. We do value all our customers, and everyone deserves the best service that we have to offer. I have addressed this with manager Jane. The ******** is entitled for a copy of her prescription. However, we are not allowed to give out personal information such as customers prescriptions over the phone or via email. The ******** can receive a copy of her prescription by picking the prescription up from the store, it can be mailed to her or faxed over. Once again I apologize for any misunderstandings and if I can be of further assistance, please feel free to contact me. Sincerely, Zerina ******** Care Consumer Response /* (3000, 7, 2021/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I asked if it could be mailed or faxed and was told no. Im not able to make a 3hr drive for a piece of paper. Jane was the one who told me it can only be given in person. Since she's changing her story again, I need to be mailed a copy of my prescription. And since 2 of your employees told me it can only be picked up in person 3 hrs away, I highly suggest some retraining. Business Response /* (4000, 12, 2021/10/04) */ Dear ***** ***** I am responding to the BBB Complaint Case# XXXXXXXX filed by ***** *****. I do apologize for the miscommunication and inconvenience this has caused Ms.*****. We do value her as a ******** and she deserve the best service that we have to offer. I have spoken with assistant manager Jeanette. She **** be more than happy to ship Ms.***** her glasses prescription however we just need a physical address to mail it to. This information has been shared with Ms.***** on September 28th 2021 however we have not been provided with a physical address. Once Ms.***** contacts the vision center with her physical address we can have a copy of the eyeglass prescription mailed to her. Once again I truly apologize, please accept my apology and feel free to contact me should you need further assistance. Consumer Response /* (4200, 14, 2021/10/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The prescription will need to be sent usps to my po box. We do not get mail at physical addresses here. It's all post office boxes. Unless I have it sent to someone else's house across town and hope that I end up getting it. Business Response /* (4000, 19, 2021/10/14) */ Dear Megan Reid, I am responding to the BBB Complaint Case# XXXXXXXX filed by ***** *****. Gaby, the general manager of our Yucaipa, CA vision center has forwarded a copy of the prescription to Ms.*****. Please feel free to contact me should you need further assistance. Thank you, Sharday ******** Care

• Initial Complaint

  09/16/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I received a thorough exam, was taken to a clerk to decide on additional adds to the glasses, and then was quoted a price which was my portion after insurance coverage and benefits were factored as well. I was told what my portion would be, and that the insurance covered the rest. I paid the invoice at that time. Now a few months later I have received an additional bill of $45, on top of what I had already paid. This seems like a bait and switch ripoff. I am very happy with the glasses, but with this delayed billing practice, I cannot trust them and I will avoid their services in the future. I have informed my 5 children, their spouses and their families to seek another company for their eyeglass or contact needs. You have cost yourself more than the $45 that you stole from me.

  Business response

  10/01/2021

  Business Response /* (1000, 9, 2021/09/29) */ Reviewed customer's account and discovered that the insurance company did not pay on the frame submitted on the claim. They indicated the patient was not eligible for a frame at time of service. We have adjusted the patient balance to zero as a courtesy to the customer. He is not responsible for the balance. Called customer and left a detailed voicemail with all information. Consumer Response /* (2000, 11, 2021/09/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company reviewed and resolved my concerns re: the additional billing. This is what I felt should be done to resolve this equitably. I am grateful that they took a positive action.

• Initial Complaint

  09/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 28 I went in to America's Best to get an eye exam, new glasses and contacts. Before the exam, I gave my insurance card and was told I was covered. When I was done two hours later, after paying $379 for new glasses, I asked about contacts. They said they didn't know (Which they were told by what I filled out on paper work and when I set my appointment) so I had to come back when I picked up my glasses. When I did that, nobody was there to do it. They said I had to make even another appointment. I would have to pay for another visit (Copay) BUT.... They don't cover contacts. "Why?" I asked. They said they are an out of network company from my insurance. I feel that should have been told to me after they look at my insurance instead of telling me I was covered. Now I need to come back to the store again and get a refund due to the fact that a manager is not there at all during the weekends. This is a big chain. They should be able to see a customer immediately. Thank you.

  Business response

  09/27/2021

  Business Response /* (1000, 10, 2021/09/16) */ Dear *********** I am responding to the BBB Complaint Case# ********, filed by Mr. *********e, in regards to his contact lens exam and experience. We certainly apologize for any miscommunication and/or inconvenience that may have occurred. Mr. *****'s complaint has been received and documented, and I have discussed it at length with the store manager, Chalaine. She has informed me that she personally reached out to Mr. ***** already. She stated he will be returning for his contact lens evaluation in which he will only be responsible for the difference after the insurance exam coverage. She also told me that she explained to Mr. ***** was also made aware that his allowance was used towards his Glasses, and he will be responsible for the cost of his contact lenses. What I would like to do, to help make up for Mr. *****'s experience with us, is to offer him a 20% discount off the contact lens boxes once he's ready to purchase. Once again I do apologize for the experience Mr. ***** stated he had. If I can be of further assistance, please feel free to contact me. Sincerely, Tiwana Customer Care

• Initial Complaint

  09/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My name is ***** ****** from Piscataway, NJ and I went to America's Best Contacts and Eye Glasses at *** Route 1 South, ********, Edison, NJ XXXXX last June 15, 2021 for a Contact Lens Exam. I did received a trial pair of Contact Lens and my prescription. I was scheduled for another appointment date after the contact lens trial period. I decided not to go back to the said location since I've already got my prescription. I went to Walmart and just to found out that an Eye Glass NOT Contact Lens Prescription was provided to me. I called America's Best Contacts and Eye Glasses today, Sept 08, 2021 and they told me that I should come back after the Contact Lens trial period Here's my question, if I came for Contact Lens exam, how come an Eye Glass Prescription was given. As far as I know, Eye Glass Exam is not on my option. Can you please help me out to know the reason for this. Thank you in advance.

  Business response

  09/22/2021

  Business Response /* (1000, 5, 2021/09/13) */ In response to the BBB complaint case # XXXXXXXX filed by ***** ******, the contact lens exam includes; a comprehensive eye exam, an eyeglass prescription, a free set of trials, and a free follow-up exam to finalize your contact lens prescription (at the doctor's discretion) for a total of $89. After that, we ask that you schedule an appointment for a follow-up exam so that the doctor can re-check you and ensure that you are comfortable with the fit and there are no irritations with the contacts he/she has prescribed you. If the contact lenses are working out for you and fit you properly, then your contact lens prescription will be finalized by the doctor and, you will be able to purchase contact lenses. If they are not working for you, then at that time the doctor, will go over other options for you, such as a different brand or changing the prescription, etc. Mr. ****** had 45 days from the original contact lens exam date to follow up with the doctor to be finalized. Once it's past the 45 days, if the patient never came back for the follow-up appointment, then they would have to start over and have a whole new exam. We have this policy in place because, after 45 days, your prescription and eye health could have changed enough to impact the prescription, which is something the doctor needs to know before finalizing. I also attached information from America's Best Contacts & Eyeglasses website regarding follow-up exams. If I can be of further assistance, please feel free to contact me. Almanda Customer Care

• Initial Complaint

  09/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Went to the place..2 pairs for $69. They are driving glasses and readers. Ok but I waited a month to get an appt because they said I needed to see someone that deals with people with diabetes. They sent me a form to fill out..submitted online but I brought my medication list. They didn't need the list. Didn't read the form. Nor did I see a specialist. Paid $70 for eye exam. This place is a joke! Absolutely felt if my grandson wasn't with me they would have taken advantage..it was so bad he called his wife. She said get me home and she said she will take me to LensCrafters. The way they lure people. It's a shame! I am 80 years old!

  Business response

  09/16/2021

  Business Response /* (1000, 5, 2021/09/08) */ Dear ***** ***** I am responding to the BBB case# XXXXXXXX filed by ***** ****. The two for $69.95 offer is our starting price and includes Single Vision basic plastic lenses, frames from our $59.95 price selection, and a free eye exam only. This does not include any additional features such as tint, anti-reflective coating, thinner lenses, warranty, etc. Unfortunately, we are unable to refund you for the exam due to services rendered by the doctor. We are greatly disappointed to know that some of our customer's expectations are not met. We strive to provide all of our customers with excellent customer service and we work toward this goal daily. If I can be of further assistance, please feel free to contact me. Sincerely, Dinika Customer Care

• Initial Complaint

  09/02/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been a long time customer with America's best eyeglasses. There is an advertisement for transitional lenses for $80 a pair. After my 4th purchase I realized that each purchase I have been charged Individually per eye. So to get my transitional lenses it is not $80 per pair but $80 per lenses. This is a price sheet that sits at the desk and allows customers to choose options. It is displayed in front of ypu as ypu choose ypur package options. So for a pair of glasses that cost 119.00 plus basic transitional lenses. My total was $286.00. When he printed the receipt it was separate charges for each eye.

  Business response

  09/16/2021

  Business Response /* (1000, 5, 2021/09/07) */ Dear ***** **** This letter is in response to the complaint filed by ****** ******** case # XXXXXXXX . I've discussed this matter with manager Kaylee regarding the customer 's price he paid for his glasses. They will refund the customer back for his glasses as his request. However he will not be refunded back for the exam, because It's a doctor fee and that was a service that was rendered to him. The store will contact the customer for him to come in, and sign for his refund. For any questions or concern regarding this customer please contact me. Thank you, Terrie Customer Care

• Initial Complaint

  08/31/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 7/26/21, ordered 2 pairs of glasses at the Fayetteville, GA store. The sale came with a free eye exam ($50) & I paid $597.35. When I picked them up 8/9, scratches were on the frames of 1 pair. I took them back to the store & the manager (Shelia) took a dirty pair of display frames from the wall & took the lens out of the damaged frames then put them into the display frames & tried to give them to me but I refused & asked her to order a new pair. I took the 2nd pair home but I noticed that night I couldn't see past the point where my headlights illuminated; my far sight vision was fuzzy/blurry that I could not see ANY of the road signs until I was upon them. 8/21 - Took them back to the manager (Shelia) & told her that I thought the antiglare was causing the problem but she denied it & said I had 20/20 vision. I asked if the antiglare could be removed & she said that wasn't it. She offered me the money back for both pairs & I said yes. She refused to return the $50 free exam credit.

  Business response

  09/14/2021

  Business Response /* (1000, 5, 2021/09/03) */ BBB Complaint Case# 27845679 (Ref#XX-XXX-XXXXXXXX-X-XXX) CSXXXXXXXXXX Our records show, by order of the District Manager, customer was refunded for all services rendered on 08/31/2021. The total refund amount $70.00, issued by corporate check, printed 09/03/2021 to be mailed 09/07/2021 (due to holiday). Check will be mailed to ******, ******* *** ******** Road ************* GA XXXXX Please allow 7 to 10 business days for receipt.

• Initial Complaint

  08/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought contact lenses and paid for an eye exam but the prescription on the contacts were too strong and I ordered them to go on vacation so I didn't get to enjoy them. They refused to honor my exchange even though 6 months hadn't passed. The eye exams are only required yearly.

  Business response

  09/16/2021

  Business Response /* (1000, 5, 2021/09/03) */ Dear ***** ***** This letter is in response to the BBB complaint case #XXXXXXXX filed by *** ******. I do apologize for the negative experience the patient has had with her contacts and her prescription. I have spoken to the manager at the Takoma Park store, Andrea, and informed her of the issues with the patient's contact lenses being too strong for her. Because the Washington DC store Ms. ****** visited has since closed, Andrea has said that the patient may bring the contacts back into the Takoma Park store and we can compare the contacts to the prescription that was written for her on April 13th, 2021. If the contact lenses do not match the prescription that was written, we will be happy to exchange them to the correct prescription. However, if the prescription in the lenses does match the written prescription, our doctor change policy allows a free re-examination within 60 days of the exam. Unfortunately, at this time it has been over four months since the exam so Ms. ****** would need to pay for a new exam in order to have a retest. If the patient has any questions or concerns, please feel free to contact me. Thank you, Catherine Customer Care

*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. ↩