ComplaintsforNational Vision, Inc.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to America's Best in ******** **** on 11-29-2023 for a vision exam and glasses. I am now being billed by National Vision, Inc. 4 months later for a balance due of $109.00. I have used the services of this vision center and the same insurance coverage for several years and have never received a bill like this for an adjusted charge. I, too, think this is a scam. I am asking that this incorrect charge from you is removed immediately. The glasses I purchased were 2 for $79.95. Per my insurance, my annual eye exam is at no cost to me and my insurance covers up to $200 for a pair of glasses per year. I contacted America's Best and they stated I do NOT have a balance due. I contacted my insurance and they stated that they covered my balance in full. I do not want my credit ruined because of this additional billing. National Vision's invoice number is ******, customer id **********, patient ***********. I expect this problem to be resolved to my satifaction. This is very upsetting and I join with others in their complaints against you.

  Business response

  02/23/2024

  Hello, 

  I apologize for any inconvenience this may have caused.  I show only one sale under this name, not years of sales.  This is not a scam.  The patient signs a form like they do for any healthcare provider acknowledging the patient responsibility for any unpaid balances from their insurance.  The glasses purchased were 1 pair and an exam, not 2 pairs as indicated.  The exam was covered at no cost as indicated.  The *** plan does not have coverage for ages 20+ as described above as $200.  I would advise the patient to call her insurance and request an explanation of benefits as well as a copy of her coverage because her plan does not cover the purchase.  Again, this is no scam.  This is a balance due for product not covered by the plan.  As a one time courtesy, I will write off this balance.

  Kindly, 

  ****

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went to the ******* Vision Center, in **********, **, Store No. ****, Receipt No. *****, Order *****, and purchased glasses on 9-23-2023. I am now being billed by National Vision, Inc. 3 months later for a balance due of $70.58. I have used the services of this vision center and the same insurance coverage through my workplace for several years and have never received a bill like this for an adjusted charge. I, too, think this is a scam. I have read all the complaints on the BBB website and although whoever responds to them justifies your billing, I would also like to have, as others have, my charge from you removed. I will never go back to this vision center as it appears this is what I can expect from National Vision. I do not want my credit ruined because of this additional billing. This is unconscionable. National Vision's invoice number is ******, customer id **********, patient ***********. I expect this problem to be resolved to my satifaction. This is very upsetting and I join with others in their complaints against you.

  Business response

  01/17/2024

  Hello,

  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 ******* 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.  On 03/19/2022 we accepted the customers payment, however, when the insurance paid, and it was determined that a refund was due, the customer was refunded $54 and deposited this refund check from us on 2/13/2023 without question.  This is a scenario where we accepted the customers payment, however, when the claim underpaid, it was determined patient's responsibility by their insurance, in which we billed the patient.  

  I hope this helps answer all concerns.

  Kindly, 
  ****

   

  Business response

  01/17/2024

  Hello,

  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 ******* 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.  On 03/19/2022 we accepted the customers payment, however, when the insurance paid, and it was determined that a refund was due, the customer was refunded $54 and deposited this refund check from us on 2/13/2023 without question.  This is a scenario where we accepted the customers payment, however, when the claim underpaid, it was determined patient's responsibility by their insurance, in which we billed the patient.  

  I hope this helps answer all concerns.

  Kindly, 
  ****

   

  Customer response

  01/18/2024

   
  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

  12/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I received a bill 12/11/2023 saying I owe $25.00 because they have not received payment from insurance company. Service date 7/29/2023. Order #****** for an eye exam at America's Best. I called the insurance company today 12/11/2023. They said the bill was paid in full and I owed nothing. They called the store and talked to ******* who confirmed I don't owe anything. Customer ID: **********. which is on the bill I received.

  Business response

  12/12/2023

  Hello, 

  I apologize for the misunderstanding.  This is an issue where we were not paid what we expected from the insurance.  The customer can call their insurance obtain an EOB showing what the customer responsibility is.  As a one time courtesy, I will take care of this balance.  If there are any further questions, please feel free to reach out to me.

  Kindly, 

  ****

  Customer response

  12/12/2023

   
  Complaint: 20991668
  
  I am rejecting this response because: I did call the insurance company. They tried to call the number you provided on the invoice and only got a busy signal. I really think this is a scam. The insurance company said that I don't owe anything but the $10 I already paid. I have never received a bill after having a eye exam done. Also to receive a bill several months later. I will not be going back to America's Best again.
  
  Sincerely,
  
  Poppy ********

  Business response

  12/14/2023

  Hello, 

  Nothing further for us to do.  The balance has been taken care of.  Have a happy holiday!

  Kindly, 

  ****

  Customer response

  12/14/2023

   
  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,
  
  Poppy ********

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband had an eye exam and received glasses at Eyeglass World in ********, ** on 4/6/2023. His name is ************************* and your surprise bill shows him as Patient #****** at *********** Optometry. Today (11/20/2023), we received a bill for an additional $25.00, in which your company claimed our insurance company did not pay the entire bill. My husband's employer provides top notch insurance that covers ALL vision costs except for our copay. Your bill also claims he paid $49.00 at the time of the exam, which is a lie because our copay is not $49.00. The saddest part is that we have gone to Eyeglass World for almost 20 years and now we will be looking for another provider because of this SCAM. I hope this company will see its way clear to adjust this bill to zero.

  Business response

  11/22/2023

  Hello *******************, 

  I'm sorry to hear of your experience.  Eyeglass World operates as completely separate entity from *********** Optometry.  If you have an issue regarding your exam, please contact that company regarding your experience.  Please call the store and they can transfer you over to the doctors side.  **************.  We do not share records and have no access to see what occurred on your exam.  Any information that I can help you with for materials, please contact me at ************.

  Kindly, 

  ****

  Customer response

  11/22/2023

   
  Complaint: 20897297
  
  I am rejecting this response because you did not address the issue. The bill I received was from YOU, not Eyeglass World. YOUR company sent me a bill claiming the amount paid to Eyeglass World was insufficient, and said bill from YOUR company demands more money. Based on your response, said bill is a scam. 
  
  Sincerely,
  
  ***************************

  Business response

  11/24/2023

  Hello, 

  I apologize for any confusion.  I am unable to locate a balance owed for glasses by ****************** to Eyeglass World with the information listed in the complaint.  Honestly, I'd be happy to take care of the $25 if I was able to locate it.  Perhaps it would be best to call the number on the bill.  It should request for ****************** to call ************ if what you received is a TRUE bill from Eyeglass World.  Please note when you call that you've communicated with ************************* to take care of any $25 balance owed for glasses to Eyeglass World.

   

  Kindly, 

  ****

  Customer response

  11/24/2023

   
  Complaint: 20897297
  
  I am rejecting this response because: it appears lines got crossed here. As stated in my original complaint, the bill I am referring to is from *********** Optometry for an exam at Eyeglass World. Is that not who you are?

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

• Initial Complaint

  09/14/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In January, I purchased eyeglasses from the company and paid the full amount due on the same day. I then went abroad to work in *****. Upon returning home months later yesterday, I saw I have received a bill from the company for $56.25 with a due date of 08/17/23. The bill stated that my insurance company had not yet paid the expected amount. However, instead of asking me to pay the company directly, the bill instructed me to pay through a website called sanappayglobal.com. Unsure if this was a legitimate request or a scam, I searched for information online and found numerous complaints on the Better Business Bureau website. I decided to report my own experience as well. It appears that this is a scam where the company presents one price to the customer at the time of purchase, but later sends an additional invoice with the threat of bad credit if not paid promptly. I was never informed of this possibility during my initial purchase, and I would not have bought the glasses had I known. I hope that others will stop buying from this company and that they will be held accountable for their dishonest practices.

  Business response

  09/15/2023

  Hello,

  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 ******* 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.   The receipt the customer has also has the insurance disclaimer on it.

  With over **** stores and a massive amount of claims being billed, we have less than a 3% error rate in which we have to ask the customer to pay for a unpaid portion of their order.  In healthcare, this is actually remarkable.
  
  I apologize for the billing.  There is nothing bogus in our process or snappayglobal owned by Fiserv.  As a one time courtesy I will take care of this remaining balance.  If there is anything else needed, please feel free to reach out to us.

  Customer response

  09/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is OK to me.  I appreciate they are waiving said charges, but they didnt even apologize for it. Its not a good sign. Customer should be inform for price and that this could happen at the time of purchase. They cant just send a surprise bill like this.  This is not good. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My *********** visited Americas Best Vision center in Dec 26, 2022. Insurance plan discount was applied, my husband paid $197.16 & **************** payment and adjustments were made. This is what we do every year that we buy our glasses. We have our receipt showing a zero balance. Then, six months later, I received a bill from National Vison stating that my insurance didn't pay the balance due, claiming that I owe another $45. The amount I paid is consistent with what I've paid for lenses and/or frames in the past. I have never been billed for services that I paid in full. Now you are claiming that I owe 6 months after service was rendered. I need my account cleared, and I need for this company to stop making bogus charges and sending out bills for them.I also called Americas Best and spoke w/optometrist and her assistants. They triple checked and told me they were already paid, that we paid our share, and that this bill is at a zero balance.Heres the info on the bill:Customer ID: ********** Invoice#: ****** Patient#: SDS24852698 Store#: **** Please fix this and send me a statement showing zero balance. I do not want this affecting my credit. Stop sending bogus statements that are incorrect. Weve been coming to this optometrist for 5 years. If this isnt corrected we will stop going to Americas Best.

  Business response

  08/29/2023

  Good afternoon, 

  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 ******* 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 nothing bogus in our process, just a little delayed.  As a one time courtesy I will take care of this $45 remaining balance.  If there is anything else needed, please feel free to reach out to us.

  Kindly, 

  ****

  Customer response

  08/30/2023

   
  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

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited an America's Best location on march 3rd of this year I have vision insurance through my work. Which was accepted and any extra fees were paid the day of my visit. So I do not understand why I received two invoices from NVI several months after my visit the first one being for $20.00 and the second for $21.61 when all expenses were paid day of visit? If there were any remaining balances for that visit then I should have been notified right then and there. The invoices don't seem like a lot of money but I just don't understand why I'm getting billed when I paid everything that needed to be paid. It's just very upsetting.

  Business response

  08/16/2023

  Good morning, 

  After researching the invoices, it was found that the customer had exams totaling $119 and contact for $60.99, for a total of $179.99.  The customer paid $35.34 at time of service.  We gave insurance discounts of $17.60.  We billed the customer's insurance to pay the remaining $127.05, however, the customer's insurance only paid $85.44 as maximum benefits paid, leaving the unpaid customer balance of $41.61.

  Best, 

  ****

• Initial Complaint

  06/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had been to National Vision Center ************** for several years. The last time we went for our exams and purchased our new glasses was in November 17, 2022. We made copayments as required for our glasses and our Insurance Plan paid the vendor the differences as they always do without any issues. We received a bill in May, 2023 stating our insurance plan didn't cover the full amount. We originally thought this was a scam bill because it came from National Vision Center ************** and we had been purchasing glasses there for several years without any issues. We then received another letter on June 9, 2023, stating Second Request that we owed $48 for my glasses, and $18 for my spouse glasses due to **************** Payment and Adjustments. Since we purchased from this store several times, and we were told every time that our insurance covers items and we paid the remaining balance at the time of service with no issues whatsoever, then we should not owe anything more now. This is the responsibility of National Vision Center or whomever manages the insurance system to determine benefits.

  Business response

  06/26/2023

  Good afternoon, 

  I apologize for the oversight.  It appears that we billed the insurance to process the claim and pay for the frame and lenses.  ************* denied the frame benefits stating that the eligibility on this is every 24 months.  As a one time courtesy I will take care of this balance.

  Best, 

  ****

• Initial Complaint

  05/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I visited ******* Vision center in *********, ** on 10/7/2022. I brought my prescription in with me and paid the amount owed for lenses, $45.00. I used my existing frame from my glasses I already had. I have my receipt showing a zero balance. Then in April 2023, a full six months later, I received a bill from National Vison stating that my insurance didn't pay the balance due, claiming that I owe another $43.45. The amount I paid is consistent with what I've paid for lenses (no frames) in the past. I have never been billed for services that: (1) I know I paid in full (2) are claiming that I owe 6 months after service rendered. I need my account cleared, and I need for this company to stop making bogus charges and sending out bills for them.

  Business response

  06/08/2023

  My apologies, I thought I responded to this already.

  We did bill the patients insurance on the patients behalf.  The balance that is left is the amount that the insurance did not cover.  As a one time courtesy I will take care of this balance.  In the world we are in today, the insurances are behind in processing claims, which in turn puts ** behind in reconciling our side as well.  I apologize for the delay, but I have taken care of this balance.  We hope to see you again after October 19, 2023.

• Initial Complaint

  05/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 9/12/22, I wasn't sure if I had insurance, so I asked the employee at the ******* Vision Center to check if I was covered. He "checked", and told me that i that insurance which would fully cover the contacts after he called my primary insurance, and I ordered the full amount since I was supposedly covered in full; $783.I received a bill a few months later, saying that insurance covered none of it, and I went to try to return the contacts. That manager requested National Vision to cancel out this purchase, and he told me that the problem is covered from my end, but I'm still getting bills for this. I contacted the national vision hotline, and the one of the *** said the insurance had paid for it, but because it is a billing issue, I am having difficulty resolving this issue. snappayglobal has issued its third bill to me. (invoice 328663)The receipt from national vision center is *****, order number is *****. The customer ID is **********

  Business response

  06/02/2023

  Hello, 

  I called and spoke to the store manager, ***********  He asked me to make sure that I took care of your balance.  I apologize for the inconvenience.  We did bill your insurance on you behalf.  We were cold that disposable contacts are not covered by your plan.

  Best, 

  ****

  Customer response

  06/06/2023

   
  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,
  
  *************

*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. ↩