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:06/02/2025

  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.

  Back in April 2025 I had an eye exam with *** ******* ****** in ********* GA which issued a prescription for improving my eyesight and I took that prescription to American Best for a new pair of PROGRESSIVE glasses. I also asked them to change my lenses to one of my existing glasses but they informed me that they only do on frames sold by them. Nevertheless, they referred me to Frame Masters in ************ who according to them are doing such a job.Before continuing I want to underline that the progressive glasses made by American Best are working fine and I just needed an updated pair for READING since it will allow me to comfortable read and write so I went to Frame Masters for a replacement of the old lenses based on the NEW prescription issued by *** ******.I paid in advance $80 and after approximately 2 weeks I received the new lenses. Unfortunately, once I got home I realized that I could not read properly and, before I went back to Frame Masters for a correction, I went to ****************** to ensure the new lenses are matching the prescription. The technician told me that the left eye lens is OFF the prescription and the glasses have to be redone!So, I went back to Frame Masters whose manager called himself ****************** for confirmation and then accepted to correct the problem. Two weeks later he called to inform me that glasses are ready and that I have to PAY $25 in CASH for the redone job!!! I told him that it was their OBILGATION to ensure that glasses had to be made in accordance to the prescription in the FIRST PLACE and asking for additional money is a shakedown which I refuse to pay! He told me that he will not return the glasses until I pay and hanged up the phone!I am asking the BBB to help me get back MY glasses, get a refund and reprimand this business for illegal practices.

  Business Response

  Date: 06/03/2025

   

   

   

  Well, Mr ******** we have no interest in keeping your glasses. Truthfully what you ordered was made and then remade to fit your customization. Further because you indicated you are suffering a financial hardship, we offered your second remake at over 90% off. I can only extend as much as possible when running a small business. To satisfy your disagreement you can schedule a time to pick up your glasses fpr FREE. However I do ask that you withdraw your negative biased review of our company immediately so we can get this matter behind us. Definitely wish you the best and may God bless you and your family! 

  AD **********

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23406275
  
  I am rejecting this response because:

  The Frame Master manager was clearly infromed when first called me to report the correction of the problem that his obligation as a bussiness is to produce a compliant product and that I considered the surcharge of $25 an unacceptable  "shakedown"! Furhermore, in the reply to the email sent by him I informed him that I will ask BBB for the investigation of the matter and I also post negative reviwes, he obiosely did not belive my message, otherwise he could reply to offer a no $25 charge and no action on my part!
  
  As I've mnentioned in my complaint, the job was not done according to the doctor's prescription and Frame Master is responsible for ALL the consecunces arised from the sloppy work.
  
  My offering for the widraw of my BBB complaint and the postings is receiveing my glasses BY **** and a full $80 credit to my credit card!
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 06/03/2025

  Ad Washington 

   

   

  Unfortunately it is an unrealistic expectation for Mr ******** to get FREE the glasses that were manufactured for him twice. I tried to speak to him to explain what he is wanting isnt readers because those were made for him initially. This is a lot of negative energy and time wasted when the goal was to provide you eyewear that you specified within your budget. I wanted to assist them and I still want to help but I wont be exploited!

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23406275
  
  I am rejecting this response because:
  

  It's funny seeing the gentlemen talking about being exploited, let me remind him that he previousely charged me $30 for adjusting the nose pads on a brand new pair of progressive glasses made by American Best (excellent job BTW), same pair he deamed "bad work" and to which he offer a remaking for the modical amount of $250!!!
  
  For me, this matter is closed, don't need anything else - he can keep the glasses with my best whishes of "good ridence" for his bussiness!
  
  I thank Better Business Bureau for the assintance! 

  
  Sincerely,
  
  ******* ********