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:01/06/2023

  Type:Delivery 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 went to see my optometrist for my yearly check-up on 1/28/2021, in network for National Vision Association (NVA). My current coverage with NVA includes a 10% discount on contact lens purchases and a $150 benefit. Only the 10% discount was applied to my order and I did not receive my $150 benefit. In speaking with my optometrist they never even received that 10% from NVA. When I went to my optometrist again this year, only the 10% discount showed and again the $150 benefit was not being applied so I have opted to delay my order until I can be guaranteed my benefit will be paid. I have spoken with a customer service representative of NVA who had no resolution for my situation and said I could no longer try to even claim the missing $150 from last year. While I understand that submitting a claim is the patient responsibility, I am still within the same claim year and it was told to me that it should've been applied in the first place to my order. In addition to the fact that NVA never even paid my optometrist, I believe NVA is failing to process their claims correctly (and seeing all the other reviews that seems to be true across the board). I am due my benefits owed for this year, last year, and my doctors to receive their due. I have paid for my insurance, and NVA has not fulfilled their duty.

  Business Response

  Date: 01/09/2023

  Hello, 

  We are National Vision, Inc.(NVI).  I believe you want National Vision Administrators(NVA).  ************.

  Best, 

  ****

  Customer Answer

  Date: 01/09/2023

   
  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:01/03/2023

  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.

  On 6/3/222 I went to Americas best contact and eyeglasses. Insurance paid what it was and I paid what insurance did not cover on that day. Today I get a bill from a super shady company national vision for $68.50 to pay online at snappayglobal.com?? I called the store #**** about my invoice number #****** and they said I do not owe anything? This just looks super shady .Khaldi

  Business Response

  Date: 01/05/2023

  Khaldi,

  As shown on your letter, it is from National Vision, Inc. C/O America's Best, along with our America's Best logo.  I apologize, nothing "super shady" about a parent company billing for one of their branded companies.  We are a healthcare company where we bill on behalf of the customer.  Should the insurance not cover any portion of the claim, the patient is responsible.  The patient also signs a receipt at time of service acknowledging patient responsibility.  A copy of this can be picked up at the store location if needed.  Again, we are a healthcare provider, just like a doctor's ******* hospital, dentist, ect., where the healthcare provider has the patient sign acknowledgement of any unpaid insurance balances due by the patient.  Furthermore, the insurance company sends an Explanation Of Benefits (EOB) to their member which shows member responsibility.  The store did not send the statement because the balance is not owed to the store.  The statement came from the corporate ******* once the corporate office billed the insurance and the insurance processed the patient claim back to the corporate office.  Therefore, the store would not recognize the amount owed, and corporate office would not turn the customer to the store.
  
  I hope this clarifies everything that you need.  As the statement reads, you may pay your balance at snappayglobal online, pay through the mail, or contact us at ************. 

  Best,

  ****

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18680662
  
  I am rejecting this response because:
  
  I should have like every other optical store been told upfront what I owe and not get a bill so many months after I was seen. Also I believe this bill looked super shady because even the store was not updated on MY account saying I owed anything! I will be telling everyone I know not to ever go to ********************* and Lenses.
  
  ***********************

  Business Response

  Date: 01/06/2023

  ****************, 

  I'm apologize for the misunderstanding.  What I can do for you is take care of this balance owed as a one time courtesy.  Please disregard the notice.  I have taken care of the balance.

  Best,

  ****

  Customer Answer

  Date: 01/06/2023

   
  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:09/14/2022

  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.

  I went to Americas Best back In March of this year and I just got a letter in the mail stating that I owe $21. I paid everything extra that was due after my insurance covered it. I dont understand how or why ** getting billed for something that was gone over in store that would be covered by my insurance 6 months later. Im sorry but I feel something needs to be done about this.

  Business Response

  Date: 09/20/2022

  I apologize for the late billing.  Many companies, including insurance companies, are behind in processing.  This is causing the delay.  Also, the last thing we want to do is send a bill to a customer without validating with the insurance that it is actually patient responsibility.  As every medical and doctors office does, we have our customers sign their receipt acknowledging that they are responsible for any unpaid balances from their insurance.  We all do this because our call to the insurance is not a guarantee of payment to the us.   Having said that, the Explanation Of Benefits (EOB) that the insurance sent to their member shows that their out of pocket should have been $157.96, however, he payment collected was only $126.68, hence the bill to the patient.   We did honor some additional discounts given at the store, therefore, the balance we are asking for is $21.00, not $31.28.