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:07/02/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 *******'s Best in *************,** on 02 19 2025, and purchased eyeglasses using my BCN VSP for coverage, and paid a total of $249 for the progressive lens eyeglasses received. I was told that my insurance would be responsible for the balance of this bill. 4 months later, I received a letter from America's Best stating the insurance had not paid the expected amount and that I owed $84.98, which was due appx 4 days after I received this letter! I called my insurance company, and they assured me that they had paid their portion, and that the total amount I owed was $213.98, which I had already paid in my initial payment of $249. Upon recontacting America's Best, they stated the charges were for denied services by the insurance company, and insisted that the customer was informed that the insurance quote was just an estimate, and that i was responsible for any denied charges. I see that this is a recurring problem with this company, and feel it is unacceptable that I am being balnce billed 4 months after the date of service.

• Initial Complaint

  Date:06/30/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Americas Best store # ****.I went to *******'s Best to obtain new glasses on 1/16/2025. Once I went through the exam and picked out my frames, I gave them my insurance information with the state vision plan. They provided an invoice that was an additional $****** out of pocket, after insurance. I paid, later picked up my glasses and went about my business. Now I am receiving invoices demanding $147.97 because they claim my insurance did not pay what they expected. They also show that my payment amount initially was only $163.19 as opposed to the ****** that I have a receipt for. Not only that, but they request I go to this **************** website to make payment using a login that I didn't create that could very well give my credit card information to anyone. I will not be paying this, as they provided an initial quote and are now trying to renegotiate it months later. I will also not recommend Americas Best to anyone I know and go out of my way to let them know about this shady practice they are pulling.

• Initial Complaint

  Date:06/17/2025

  Type:Sales and Advertising 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.

  In February I got glasses from America's Best and was told my portion was $80.00. Now, in mid June, I suddenly get a bill for ***** saying that insurance didn't cover what they expected. I feel very misled and would not have purchased what I did, had I been provided accurate information. If it was 20.dollars different I could understand something, but you want me to pay almost double for these glasses. This seems like a scam to me Plus the letter directs me to pay a 3rd party, snappay. Seems very sketchy and bad business to me. I have been a repeat customer, but I can't *************'s Best if this is standard operation.

  Business Response

  Date: 06/26/2025

  Hello, 

  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 office, 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.  As a one time courtesy, I will take care of this balance.

  Best, 

  ****

• Initial Complaint

  Date:06/14/2025

  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.

  On 01/09/2025, I went to ******** Best. I got an eye exam and chose the frames I wanted. I got sat down to get the prices of the two frames I chose and lenses I chose. I told them between paying outright or though the eye insurance, I wanted the cheaper price. they did that. I received the total amount on each and paid the balance which I put on my FSA card. Now, 5 months later I receive a letter that I owe $206.57. I know I paid everything on 01/09/2025. So, what now that my *** card has run out and I have to pay out of pocket. I can't afford this!

  Business Response

  Date: 06/25/2025

  Hello,

  I apologize for the late billing.  In the past, the customer was charged correctly at the time of service for the purchases which was well over $200.  We are healthcare, just like any hospital, doctors office, etc., where we bill on behalf of the patient.  We do not assume responsibility for unpaid balances.  We have the patient sign a responsibility form just as all healthcare companies do explaining that any unpaid balances are the patient responsibility.  As a one time courtesy, I will take care of the balance.

  Thanks, 

  ****

  Customer Answer

  Date: 06/25/2025

   
  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:05/13/2025

  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.

  I visited **************, *********, *******, on 10/18/2024. At the appointment, I paid in full the amount owed, $31.63 for glasses and $62.50 for exams. On 5/4/2025, after almost 7 months since my appointment, I just received a letter from National Vision saying I owe $30.00 due to insurance not having remitted the expected amount (invoice ******, customer ID **********, store *****. I was sure this was a scam given 1. the extreme delay between the appointment and this new bill, 2. the fact that the bill has to be paid at an oddly-named website unaffiliated with America's Best (*****************), 3. the letter instructs I should pay at the website without signing in, all of which has all the warning signs of a scam. Furthermore, the fact that my "invoice due date" is 5/7/25, only a few days later than I actually received the letter on 5/4/25, makes me further suspicious, given that it took National Vision 7 months to send me this letter but demands that I urgently pay them in a matter of 3 days. I called my local America's Best and the generic America's Best customer service number to confirm if this was legitimate. They assured me it was but also seemed surprised I had been issued this letter. Being told this was real, I have tried several times to pay my balance at ***************** but I continue to get an error saying I am not authorized to visit the webpage and my browser identifies the website as unsafe. Therefore my payment doesn't go through. I called America's Best about this: they said the error is due to momentary high traffic on the website, but the issue is every time. I am trying to be a good customer and have done my due diligence to take care of my supposed balance; now National Vision needs to fix this by assuring my balance is $0.00. If this even is real and not a scam, which I'm still unsure, it is not fair to expect me to pay $30 after 7 months from my visit and after having been assured at the visit that I already paid everything I owed.

  Business Response

  Date: 05/22/2025

  Hello, 

  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 office, 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 not a scam in our process, just a little delayed. We use snappayglobal, a FiServ company.  I apologize if the site gave you any trouble.  As a one time courtesy I will take care of this $30 remaining balance. If there is anything else needed, please feel free to reach out to us.

   

  Kindly, 

  ****

• Initial Complaint

  Date:05/01/2025

  Type:Product 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.

  On 9/19/2024 I had an eye exam at America's best. I purchased 2 pairs of eye glasses and paid a total of $408.00 out of pocket. My insurance was estimated to pay $172.00. I recently (4/4/2025) received a bill for $141.97 stating that my insurance has not ******* speaking to my insurance company, they have assured me that this HAS been paid. I have contacted National Vision several times and written letters. I am still receiving bills.

  Business Response

  Date: 05/02/2025

  Good morning, 

  I apologize for any inconvenience this may have caused.  This was an issue where the patient was seen on 9/18 for glasses.  On 9/19 there was a refund and then a new order was entered.  And then on 10/2 the order was refunded and another new order was entered.  There was an oversight on our part to work with the insurance to have the latest order processed using the patient's insurance.  This has been resolved.  If you have any further questions, please feel free to reach out to me directly.

  Kindly, 

  ****

• Initial Complaint

  Date:04/02/2025

  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 have EyeMed Enhanced Vision as a State of Colorado Employee. I looked up my coverage and found that if I went to ******** Best my eye exam would be covered. I would have to pay a little out of pocket, but the rest would be covered. I made an appointment and went to ******** Best on 9/14/2024. I sat with the doctor and went over all of my benefits again...and it was confirmed as well that I was covered. I paid my portion of the out-of-pocket amount and then left that day knowing there wouldn't be anything else I or anyone else would have to pay...Precisely why I paid before I left. I then receive an Invoice from *** on behalf of Americas best dated 2/13/2025 over 5 months later stating I owe $35.00. And then another one in March...This is unacceptable...There is no way that "I" owe this. Especially because I confirmed not once but twice and then before leaving the establishment that there was nothing left owed. This surprise invoice has me concerned about my credit. Please help me get this removed and or at the very least as a one-time courtesy credit.

  Business Response

  Date: 04/07/2025

  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 office, 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.  As a one time courtesy I will take care of this $35 remaining balance.  If there is anything else needed, please feel free to reach out to us.

   

  Customer Answer

  Date: 04/14/2025

   
  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. Please make sure *** does not send me a bill and that they know they are not to request payment from me...That it is not a collectable amount from me. I would not want a collections notice arriving that would affect my credit.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/11/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 12/14/2024, my wife and I visited the America's Best for an eye examination and the purchase of new eyewear and glasses. While we waited the sales associates determined what her insurance would/would not cover. After the exam and finding a pair of eyewear that she liked, we sat down with the sales associate and purchased the new eyewear based on what the insurance would cover. once done we paid for the purchase. We then received an invoice form America's Best for an amount of $13.44 due on 3/13/2025. Ther wan no explanation for the new charge other than a blanket "your insurance company has not remitted the expected amount. This certainly seems very vague to the point of being a scam. The purchase was paid for based on the research of one of America's Best sales associates determinations of what was covered by the insurance.If this is the practice of America's Best, then I will not do business with them again and will inform others of this practice.

• Initial Complaint

  Date:03/01/2025

  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 September 6, 2024, I had an eye exam and purchased glasses from America's Best store in the *************. My insurance was verified, and I was provided with my co-pay and what the insurance would cover. I paid $358.95 for a pair of glasses, only to be sent a bill for $15 more on 2/13/25. This is ridiculous to receive a bill 5 months after my purchase. I should not be charged any more than what was told to me at the time of purchase.

  Business Response

  Date: 03/05/2025

  Hello,

  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 office, 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 just a little delayed.  As a one time courtesy I will take care of this $15 remaining balance.  If there is anything else needed, please feel free to reach out to us.

  Kindly, 

  ****

  Customer Answer

  Date: 03/05/2025

   
  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:12/29/2024

  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.

  Went to Eyeglass World/America's Best #**** on 9/23/2024 for eyeglasses and eye exam. Co-pay was paid, balance was checked upon delivery, yet I got a bill ( invoice date 12/16/2024) for an outstanding total balance of $42 for BOTH glasses and exam. Insurance paid in full and estimates were correct according to benefits listed. I think it is absolutely ridiculous that this business is leaning into practices that are scammy at worst and exploiting lack of pricing diligence/accurate insurance billing at best. I'm not going to take on the responsibility of a business that has issues with billing responsibility like this. I never had any issues with post-billing like this until America's Best took over that location and I see no reason to go back because of this.

  Business Response

  Date: 01/13/2025

  Hello, 

  I apologize that you received a bill. We are a healthcare company that does the billing on the patient behalf, just like hospitals, primary doctors, urgent care, dentists, etc. We do our best to understand your plan and bill your insurance company on your behalf. Just like other healthcare providers, we also have our patients sign a form acknowledging that any unpaid insurance balances are the responsibility of the patient. Your insurance company should have mailed you an EOB that explained the coverage. As a one time courtesy, I will adjust the balance to $0due. Again, I apologize for any inconvenience.

  Kindly, 

  ****

  Customer Answer

  Date: 01/13/2025

   
  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,
  
  ***** ********-****