ComplaintsforAmerica's Best Contacts & Eyeglasses

Contact Lenses

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Initial Complaint
11/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I've been coming to Americas Best in **************************** since 2020 and never had any issue, Until Nov. 2023 i had my annual eye examination done, doctor said my prescription hasn't changed and i can continue with the same prescription.Employee "JC" assisted me with transaction for a new glasses with my current prescription.Weeks after, it came in and i picked up in store, as soon as i tried it on, i felt slight dizziness and repeatedly asked if it's the same prescription as my old one since the doctor said that nothing has change and my eyesight remains the same as my current prescription.The new glasses seem to have incorrect prescription. they advised that it's just probably brand-new so my eyes getting used to the new glasses. i trusted them and went along wearing this for 2 months, but i had daily headache and discomfort feeling that my right eyeballs feel like swollen and popping out of my eye socket, I contacted them after and they advised that wrong prescription was given with the new glasses, i was nice about it and they changed the glasses with the correct prescription, everything went ********* FORWARD... 8 MONTHS AFTER WEARING THE CORERECT GLASSES WITH NO ISSUE. My glasses frame broke and as part of the 1-year warranty I'm entitled to a replacement per contract.i went to the store and the same employee "JC" assisted again with the transaction.I got my replacement glasses Oct 31 2024 and have been wearing them for 5 days now. i experience the same headache and feeling my right eyeball is popping out of my eye socket, the discomfort and pain it caused me was such an inconvenience.I called the store only to find out that wrong prescription is ordered for my glasses again. FOR THE 2ND TIME THIS HAS BECOME A NEGLIGENCE BY THE SAME EMPLOYEE. Today is Nov 4 and all they can offer me again is to order the correct glasses which take time to order.This is no longer acceptable!The patients' health is being jeopardize by this negligence!
Business response
11/11/2024
Dear Customer Relations Representative,

We are responding to the Better Business Bureau complaint filed by **** **** *****, complaint ID #********. We do apologize to Ms. ***** for any concerns she has encountered pertaining to her eyeglasses, and we thank her for contacting us, so that we can assist her with this matter.

We have addressed her concerns internally and we apologize for any prescriptions concerns. The general manager has reprocessed the customers ********************, and he also requested that they be rushed for the customer. We assure Ms. ***** that we carefully verified her prescription for any further issues. A new pair of eyeglasses has been completed, as of today, for Ms. ***** and she has been contacted already. She is welcome to return to the vision center to pick up her new eyeglasses. If she has any further questions or concerns at the vision center level, she may ask to speak with *****, the general manager. She may also contact ************* at: ************** for further assistance.

We thank Ms. ***** for her time, and patience, and we look forward to continuing to service her eyewear needs; her business is most appreciated.

Thank you for your time and mediation.

Violet
*************
******************** Best ********************** and ********************
Initial Complaint
11/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I paid in full, cash + insurance, for an eye exam - glasses and contacts for my teenager. America's Best is now refusing to give me my child's contact lense prescription or contact lenses because he can't pass a poorly administeted "contact-lense-insertion" training class administered by a non-licensed "contact-lense-insertion" trainer. This is an *** violation. I simply want his prescription. They are refusing to give me what I have already paid for.
Business response
11/04/2024
Dear Customer Relations Representative,

We are responding to the Better Business Bureau complaint filed by ****** *******, complaint ID #********. In order to research Ms. ******** complaint, we will need additional information; her daughters name, the phone number associated with her daughters order, and the vision center location/address she visited. Once we have this information,we can research her complaint and respond accordingly.

Moreover, if Ms. ******* would like to contact ************* directly, she is welcome to do so at: **************.

Thank you for your time and mediation.

************* Leadership
******************** Best ********************** and ********************
Initial Complaint
10/25/2024
Complaint Type:
Order Issues
Status:
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.
On 10/19/2024 I visited the Americas best located at *************************************** and I really regret it. I scheduled an appointment for an eye exam for contacts and glasses. Everything was going fine until after my exam. I picked out frames and lenses. Once my order was being place I was asked if I wanted to schedule a class for the contracts.I expressed that I did not wish to take the class and I would just like the results of my vision exam. At that time I was told that the doctor wanted me to take the class and I could not get the results of my contract exam until the class is complete. This is not fair seeing as though I was not told that this was mandatory until after the exam was over,had I known that I wouldve taken my business elsewhere. I used insurance and I only get one visit a year I also had a $20 copay. Just like the company expects to be paid for the complete eye exam I should have the right to have access the full results of my exam..
Business response
10/30/2024
Dear Customer Relations Representative,

We are responding to the Better Business Bureau complaint filed by ***** *****,complaint ID #********. We do apologize for any misunderstandings Ms. ***** has incurred. We have escalated her concerns to the vision center manager,********. She informed us that she has spoken with the customer and after reviewing the customers chart, its not necessary for Ms. ***** to obtain an insert and removal class, as she is not a first-time contact lens wearer. ******** may reach out to the general manager for a copy of her contact lens prescription.

We thank Ms. ***** for contacting us, for her patience and for allowing us to service her eyewear needs. If she has any further questions or concerns, she may contact ************* at: **************.

Thank you for your time and mediation.

Violet
*************
******************** Best ********************** and ********************
Initial Complaint
10/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I am so mad, I went here 2 weeks ago but it was too early for my insurance but I did asked the girl if I get both contact and glasses exam would my insurance cover it she said yes, so today I went in for my appointment of course I waited an hour before being seen but anyway when I checked in I once again asked if my insurance covered both and she said yes, imagine my surprise when I'm charged $55 because it doesn't cover both, charging me for their mistake is wrong needless to say I left with no glasses and will never use nor recommend them ever again.Also my exam took all of 5 minutes, they just rush people in and out.
Business response
10/28/2024
Dear Customer Relations Representative,

I am responding to the BBB Consumer Complaint #********,filed by Ms. ******** ********. We certainly apologize for any miscommunication that may have occurred.

I have looked over Ms. ********* account, as well as her case in ************* that was being handled by one of our other agents. I have addressed her concerns with the store manager, *******, who is also aware of this.

The $55 in question was the copay for the contact lens exam Ms. ******** had on 10/14/2024. Usually, insurance doesnt cover the whole contact lens exam fee resulting in the copay. This is not something we can control, and it is up to the insurance company to decide how much they cover. Ms. ******** would have to contact her insurance company directly for any details on how this is calculated on her insurance side.

******* informed me that she has spoken to Ms. ******** the week before last, and was expecting to see her on 10/21/2024 to get her taken care of. ******* stated she will be providing a $55 credit on any product Ms. ******** purchases. Unfortunately, we are unable to refund the $55 as that is the exam copay for services rendered.

Ms. ******** is welcome to stop into the store anytime to place her order, and Lamekia will provide the $55 credit.

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,

*******
*************
Initial Complaint
10/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
To America's Best: About a year ago was my first time using America's Best to get an eye exam & this was around August 2023. I went to the ******** ******* location, the area where I live. My 1st impression was that it was a nice place & the Doctor. Dr ******* was very good. I decided not to get my eye glasses there in 2023, because I was made to feel uncomfortable. However, this year in 2024, I went ahead to get my eyeglasses here. I picked them up Oct 11th 2024. Right away I noticed something strange with the eye glasses and I was told it was due to the low end of progressives. I knew that was not true, because I have been wearing glasses for over 40 years. In the past, I always get the less expensive progressives and I never had a problem with them. The problem I was experiencing was not being able to see clearly when looking straight ahead, while driving or anywhere. I could see fine in my living room and I can read with them perfectly. But objects about 13 feet away and more was becoming unclear and the only way I could see them was the bend my head down and look out of the top of them. Within a few days my neck was hurting bad. I really liked these frames and wanted to keep them. But I knew if I go back to the Americas Best Store, I would be told it was basically my fault for buying the lower end progressives. Knowing I could not keep wearing these glasses like this, I had to bring them back to the store in hopes to get them fixed. Right away I am told it was because I got the low end progressives. I got upset of course. Ive never had a problem with them before and the problem was seeing distant, about 13 feet and more, but the manager insisted it was the low end progressives causing this. I thought no way this can be true. But she also stated it was not due to the way it was marked with the red pen before sending them off. I turned them over to the store today Oct 15th . I want to make sure they are fixed properly and I do not have this issue again.
Business response
10/22/2024
Dear Customer Relations Representative,

We are responding to the BBB Consumer Complaint #********, filed by Mr. ***** *****. We certainly apologize for what Mr. ***** has experienced with his prescription lenses.
His complaint has been addressed by the District Manager with the vision center staff and we will be upgrading Mr.****** lenses to the next tier up; management will oversee the remaking of the lenses to ensure Mr. ***** is happy with them before and after dispensing.
All of Mr. ****** concerns have been addressed and we thank him for his feedback, and for allowing us to take care of his eyewear needs. If Mr. ***** has any further questions, he may contact ************* directly at: **************.

Sincerely,
*************
******* ******
Customer response
10/25/2024

Complaint: 22427114
Wished I could say that this is resolved, but unfortunately it is not yet. I had to respond within a certain amount of time or the BBB would close this case. When 1st filing this complaint, the district manger did contact me by phone the next day. And today, October 25th, I went to pick up the glasses that was supposed to been corrected. The ****** ****** called me and I went in to get them. She did suggest that I go out in the parking lot and look around to make sure the glasses were correct. I did and it seemed like they were, but there was no much to look at in the parking lot and I did not notice anything until I started to drive to ******* and I could tell I had the same problem. The only way I can drive with them is to push them down to the middle of my nose and that is not how I normally wear them. Also I noticed problems when walking around in the *******. I was able to see up close but when looking straight ahead, using the center of the lenses, then it was blurry and I had to bend my head down or push the glasses down my nose. At 1st it was suggested that I see the Eye Doctor again to make sure the prescription was correct, but when almost arriving, she called and stated that she was going to bring them down some more so that I could see clearly when driving and so on. Again I explained I could see fine up close and with reading.
Geneva told me she would order my a new prescription with the same frames and for me to keep the ones I picked up today. I did appreciate that, but they are not going to do me much good if I cant use them to drive also without having to push them down on my nose. But anyways, the new ones should arrive in 10 days or so.
I will say that her attitude is wonderful and seem genuine in wanting to help me solve this problem. I am confused, because I get new glasses every year or two years and I have never ran into this problem before in my life. I am not sure if it is because of the particular frames or why it is not turning out correctly. Hopefully I will be able to read and drive with the new ones.
Thank you for reaching out to me and helping me with this problem. Can you please find out why this is happening?

***** *****
Business response
11/01/2024
Dear Customer Relations Representative,

We are once again responding to the BBB Consumer Complaint #********, filed by Mr. ***** *****. We have reordered Mr. ***** his eyeglasses and upon dispensing and trying on the glasses, he expressed that seg height measurements are not satisfactory. Mr. ***** was again remeasured and therefore, we are reprocessing his eyeglass order at this time. Once the corrected lenses arrive, management will inspect them and contact the customer. We apologize for any issues Mr. ***** has incurred and we are confident that he will be satisfied with the new lenses once they are completed.

All of Mr. ****** concerns have been addressed and we thank him for his patience and for allowing us to correct his order. If Mr. ***** has any further questions, he may contact ************* directly to discuss this matter at: **************.

Sincerely,

************* Leadership
******************** Best ********************** and ********************
Customer response
11/01/2024

Complaint: 22427114

I am rejecting this response because:
You state that it is not to my satisfactory as if I could have accepted the glasses and not be able to drive with them and use them as a normal person would with their eyeglasses.
I sincerely hope this time I can use the glasses and again I will state, I have never had this problem and I am not sure what in the world is causing this and hopefully they will come back correct this time. It makes no sense that is WHY I filed this complaint

Sincerely,

***** *****
Initial Complaint
10/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
In March, I used my insurance and purchased a pair of $200 coach glasses. Here it is October, and they snapped out of nowhere without force. Also, since I've got the glasses, I have to s**** the screws on them every other day. They continue to go loose. I called America's best off dawsonville highway in ***********, ** and said because I didn't have a warranty on them, I can't get them replaced, even though I wasn't asked about a warranty and even when they put you on hold, the robot message talks about replacements and that if you purchased them before a year, you can get a replacement. I will never go back to this company. They are half a backwards and can tell they are only for it for the money because also, I received mail from them last Friday saying I owed them $25. I don't owe them a single dime.
Business response
10/21/2024
Dear Customer Relations Representative,

We are responding to the Better Business Bureau complaint filed by ****** *******, complaint ID #********. We do apologize to Ms. ******* for any issues or problems she has incurred wither Coach eyeglass frame. Our records indicate she purchased her eyeglasses from ************************************************ on 03/25/2024, and we dont show any records of Ms. ******* contacting us to address any concerns with her order until now.

We have contacted the general manager, and she has contacted Ms. ******* to discuss her concerns with her. Since Ms. ******* did not purchase the Product Protection Plan, (which we normally sell during the first 30 days of a purchase),Ms. Sosebees eyeglasses were not covered under warranty for any damages however, as a one-time customer courtesy we have offered to sell her the Product Protection Plan and the customer accepted this resolution. Now that she has purchased the Product Protection Plan, we are replacing her damaged eyeglasses with a new pair. The Product Protection Plan is only valid for one eyeglass replacement during the first year.

We thank Ms. ******* for her feedback and for allowing us to service her eyewear needs. If Ms. ******* has any further questions or concerns, she may contact ************* at:**************.

Thank you for your time and mediation.

Violet
*************
******************** Best ********************** and ********************
Initial Complaint
10/06/2024
Complaint Type:
Product Issues
Status:
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.
I am following up on an email sent on 09/3/2024 on your site about a discrepancy in charges at your ******, ** location. As of today, 10/6/2023 I have yet to receive a response. During my visit, I went for an eye exam and to take advantage of the 2 Glasses for $79.95 offer. I specifically informed the staff I was there for an eye exam and, if possible, to update my contact lens prescription, as I have done for years at your *****, ** location. Typically, I receive an eye exam and glasses with an updated contact lens prescription for $79.95 plus tax and fees. However, at the ****** location, I was unexpectedly charged $220, including $119 for the exam. When I raised my concerns with the assistant manager, I felt my questions were dismissed. Instead of addressing the issue, he primarily tried to promote your eye care club program, which he claimed would save me around $20. When I explained that the savings didnt justify the cost, he became more dismissive. I am unclear why I was charged for a New Contact Lens Exam when I did not request this. I already have contact lenses and did not receive a fitting or any follow-up, as your website states should occur. This discrepancy is frustrating. I kindly request your billing department review these charges. I attached a copy of my receipt for reference. You can review my previous purchases under my account associated with either ********************** or *********************** Your current offers include the 2 for $79.95 Glasses offer, which includes frames tagged at $69.95 with single-vision uncoated plastic lenses, and your website also says, Free Eye Exams: Get a free eye exam ($69 value) with the purchase of any two pairs of glasses. I would appreciate it if someone could clarify why these charges differ from my previous experiences and your website offers. I have now waited over a month for a response and would appreciate a prompt resolution. Thank you for your attention. I look forward to hearing from you soon
Business response
10/08/2024
Dear BBB Consumer Relations,
I apologize for Mr. Vincent Munoz experience at our vision center. I responded to Mr. Munoz email on 09/05/2024 03:54:01 PM (see attached) . I explained the policy and broke down the pricing with Mr. Munoz. I spoke with Jennifer the store manager and she stated that what Mr. Munoz has stated is in accurate. Mr. Munoz stated that he has never be charged for a contact lens exam ( see attached). Mr. Munoz was seen at the Brick, NJ location on 7/11/23 where he had a contact lens exam in the amount of $99 which he used his GVS insurance that covered $42.00 ( a contact lens exam in 2023 was $99 and has since increased by $20 and is now $119). Mr. Munoz purchases two pairs of glasses in the amount of $138.95 which his GVS insurance covered $76.88. Mr. Munoz grand total was $237.95 in which his insurance covered $197.95 leaving Mr. Munoz with a out of pocket expense of $40 which he paid with a visa. On 9/3/24 Mr. Munoz visited the Howell, NJ location and received a new contact lens exam in the amount of $119 ( which is the new price in 2024 for a contact lens exam) and also a retinal imaging which is and additional $20.00. Mr. Munoz purchased two pairs of frames as well for $39.98 each bringing the total to $218.95. Mr. Munzo did not use insurance but paid out of pocket using a debit card. I explained to Mr. Munoz the two for $79.95 offer is our starting price and includes Single Vision basic plastic lenses, full-rimmed frames from our $69.95 price selection, and a free eyeglass exam only. This offer does not include any additional features such as tint, anti-reflective coating, thinner lenses, bifocals, warranty, etc. I explained to Mr. Munoz the policy which is as follow; Contact lens exam is $119 This automatically includes eyeglass prescription so if a patient is wanting both, they only need to have the CL exam. This is free when customer is part of the Eyecare Club membership. The CL exam is not part of the two pair promo with the “free exam”. also exams are non-refundable*, as they are a service provided by the doctor. Once again I have addressed Mr. Munoz concerns and provided him with accurate pricing and America's Best policy.
Initial Complaint
10/02/2024
Complaint Type:
Billing Issues
Status:
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.
Deceptive charge. Charged for medical level 2
Initial Complaint
10/02/2024
Complaint Type:
Customer Service Issues
Status:
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.
I visited americas best to have an eye exam done for myself and daughter on 9/14/24. I am in the process of completing a claim for supplemental insurance plan and needed to know the *** code as well as the tax ID. I was told by the person who picked up the phone as well as the store manager that they dont have *** codes or a billing department who could help with this information. I also asked for the tax ID and they refused to provide it. There has to be a *** code for billing purposes and the tax id should have been givin no other provider who I have ever frequented has given me this poor experience. I dont want to jump through hoops but would like to have the information I am requesting. I visited the two notch location but they did not come up on the list FYI
Business response
10/08/2024
Ms. Jones,
I apologize for the inconvenience. The store location enters the sale at the store, but the corporate office does all of the billing. The store would not have this information. Below is the information you requested.
Comprehensive exam 92004 $69.00
Retinal Photography 92250 $20.00
Tax ID 581910859
Please call 844-442-0396 for any other billing type issues. We will be happy to assist you.

Kindly,
Greg
Initial Complaint
10/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On May 31, 2024 I went for an eye exam appointment at Americas Best Contacts in ***************. They informed me that they accept my vision insurance plan, but they are actually out of network. Because of this my insurance reverted to a shared cost plan, so my contacts allowance went to paying the out of network costs instead of covering the cost of my contacts that I now have to pay out of pocket for. They were dishonest about being an in network provider for my insurance plan and put in an out of network claim without my knowledge.
Business response
10/11/2024
Ms. Kesten,
I'm not sure how you asked the store about your insurance, but if you asked, "Do you accept my insurance," the answer is yes. You've been coming to our location for 4 years to use your insurance. At no point would we have said that we are in-network when clearing we are not. I do apologize for this miscommunication or misunderstanding.
Best,
Greg

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