Business Profile

Vision Insurance

Vision Service Plan

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Vision Service Plan's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

102 total complaints in the last 3 years.
21 complaints closed in the last 12 months.

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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:06/05/2025
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.
I called VSPs billing department 5-6 times for a resolution. It started with the initial representative I spoke with. I said I would be getting insurance with my employer but needed to cancel my reoccurring billing for NEXT year 2026 for the plan I purchased. She misunderstood and started to cancel my current plan right there. I asked her to stop and said wait I need my current coverage. Her solution was to just leave me on hold and after 10 minutes I gave up and ended the call. Yes she did cancel my plan and I ordered new glasses which I need very badly. Next a crapshow as I called back the billing department repeatedly and they assure me that my plan is not cancelled just to get me off the phone, or they didnt even know. My employer coverage doesnt start until next month I was told, but their supervisor told me (rudely) that I had another plan. Is that my employers plan? Again assuring me they did NOT cancel my plan I bought myself. I just got a refund they cancelled it, I had gotten an email which told me this was going to happen and their supervisor ignored my protests and concerns and told me they did not cancel my plan. I am going to be suffering without my new glasses, or they will cost me $1,000 without insurance. I dont really even want a resolution I wish I could get another carrier, very disappointed in the billing department for having not helped resolve my ongoing issue after 5-6 calls. I will call my doctor *** is a family friend and hopefully they can tell me if I still have vision insurance, since your billing department apparently doesnt have access to the information. Everyone told me that my plan would not be cancelled. Especially the initial call where the lady cancelled it and then just put me on hold and didnt fix it. You couldnt escalate this or something. Either your employees are lazy or the system is flawed, or both. If I lose my glasses Ill possibly file a follow up to this. Ive spent a few hours on the phone during work hours!
Business Response
Date: 06/16/2025
Good morning,
Please see attached response and contact me with any questions at ***********************************************************.

Cyrin Macero
VSP Complaints & Grievances
Case # ********
Initial Complaint
Date:05/23/2025
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.
Online it states I have $150 for contact lenses under my benefits. When I submitted a claim I was told since I made the purchase out of network they will only reimburse me a maximum of $105. I called today 5/23/25 on a recorded line and the representative acknowledged that there is no where online in my benefits where I could see the max amount was $105 for out of network claims. The in network providers are a rip off for contact lens process the entire process is unethical at best and likely illegal.
Business Response
Date: 06/02/2025
June 2, 2025

Dispute Resolution Department
Better Business Bureau (BBB) Serving ********************
Via BBB Online Portal

Member Name: ****** *******
BBB Case ID Number: ********

Dear Dispute Resolution Department:

I am writing regarding a grievance dated May 24, 2025, that was forwarded to VSPs Complaints and Grievance Unit from the Better Business Bureau (BBB) regarding ******* disappointment with our website and his contact lenses reimbursement.

On behalf of our organization, we sincerely apologize for any inconvenience ****** experienced because of this situation.

Our mission is to provide ****** with access to the best vision care, while helping him maximize the benefits. A VSP study showed that two-thirds of our members who went out-of-network were not aware that they saw a non-VSP provider. So, we have changed how we provide ****** with out-of-network coverage information to ensure that he is well informed about the coverage with VSP network doctors and participating retail chains, versus non-VSP providers. Out-of-network information details are available in member materials such as Evidence of Coverage documents or by contacting Member Services at **************. This allows VSP to communicate OON eligibility and coverage information directly with VSP members, so they can make an informed decision about how to get the most value out of their benefits.

******* plan has a provision to receive services at a non-VSP provider. The reimbursement you receive is in accordance with the non-VSP provider fee schedule established under your plan. This schedule is applied when a patient chooses to seek services from a non-VSP provider. There is no assurance that the schedule will be sufficient to pay for the services in full.

Here is how ******* benefit works at a non-VSP provider after your $10.00 exam copayment is applied, your plan reimburses up to the following amounts:

Exam = up to $40.00
Contact lens exam and contact lenses=up to $105.00

We received ******* contact lenses claim from 1800Contacts, a non-VSP provider for date of service May 7, 2025. VSP correctly reimbursed Daniel $105.00 for his contact lenses.

Dispute Resolution Department
June 2, 2025
Page Two

As a goodwill gesture, I have approved a one-time exception for an additional contact lenses payment. A check in the amount for $45.00 will be forthcoming.Please allow 20 business days for processing and mailing time from **********,***********

Please feel free to contact me at ********************************* if you have any other questions. My office hours are Monday through Friday from 5:00 a.m. to 1:30 p.m., Pacific Time.

Sincerely,

***** *.
Complaint & Grievances
PPI/CEC Operational Compliance Team
Case # ********

Customer Answer
Date: 06/02/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
Initial Complaint
Date:05/14/2025
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 believe VSP is prolonging my claim based on the following information:I have VSP through my spouse now since June 2024 and through my spouses former employer from that point June 2024-June 2023.-I have a out of net work claim for reimbursement based on my spouses old company for exam, lenses and frames from March 2024. This would give me 75 for lenses, 50 for exam and 70 for frames.-Nov 2024 I called VSP because I was submitting a claim based on my old plan I was unable to do online. I would have to write a claim and mail it in because our information is now pointed to the new policy/company. -February 2025-I received a letter that this claim they received was denied. I called in February 2025 and the person on VSP side said that it was incorrectly applied to my new policy that's why it was denied and that they would fix the submission. That it would take 3-4 weeks for it to ***rocess the entire claim for frames lenses and exam.-May 15 2025 I received a check for ***** only covering my lenses. I called today 5/14/25 and VSP *** said that they didn't see the receipt and that they took another look and said that they did find the receipt and that they will resubmit to correct the frames and exam would be ***rocessed to be reimbursed. I followed the correct protocol based on the customer ********************** ***resentative's advisement with receipts and letter mailed in and VSP has been very slow to reimburse me for the rest of the money owed. They have asked me to mail letters(slow process)and I have had to call 3 times. As a consumer I feel that they are not being fair and compensating me what I am owed and are prolonging the reimbursement process on purpose,
Business Response
Date: 05/16/2025
Attached is VSPs response to this request.
Please contact me if you have any questions.

****** ***
Email: ********************************* | Time Zone: Eastern Daylight Time (EDT)
VSP Vision | See Healthy. Stay Healthy.
Customer Answer
Date: 05/16/2025
I am rejecting this response because:
Vsp has not explained clearly why my expenses from Cheil company coverage were denied while under their coverage window in Feb 2024 which cover exam,lenses and frames-
My receipts from this time clearly state charges for exam, lenses and frames all which I should receive reimbursement for and to date I have only been reimbursed partially. Under the Cheil coverage I had no other claims so their should be no issues reimbursing me FULLY.
This has nothing to do with my current coverage through another employer later.
During 2 phone call to VSP customer ********************** and now emails to BBB I have spent time to try to recover refund owed to me based on the coverage.
VSP is again suggesting I resubmitt information which I personally mailed in and submitted already but they have not fullfilled their end.

Business Response
Date: 05/20/2025
Attached is VSPs follow up response to this request.
Please contact me if you have any questions.

****** ***
Email: ********************************* | Time Zone: Eastern Daylight Time (EDT)
VSP Vision | See Healthy. Stay Healthy.
Initial Complaint
Date:05/05/2025
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.
VSP would not cover my lenses because ************* would not provide a line item on the invoice that said the glasses were single lenses. My prescription was on the invoice. I am very upset about this, and I will not be using VSP next ********* of claim: 4-12-25 Case #: *********
Business Response
Date: 05/07/2025
Hello,
I have received this grievance and will begin researching to provide a response on or before May 16, 2025. Please contact me with any questions.
Kind Regards,
******* *****
Complaints & Grievances | PPI/CEC Operational Compliance Team | VSP Vision Care
Initial Complaint
Date:03/29/2025
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.
VSP is misleading when publishing benefits. Website clearly states that eye glass frames are covered up to $150, but upon submitting a receipt for frames purchased out-of-network, the benefit is apparently $95. The out-of-network schedule is not published anywhere on their website, nor stated in the My Benefits section of the website. After calling their service desk, representative could not provide me the out-of-network schedule of benefits, saying something like it would be emailed to me in 48 hours. They could not explain why it takes 2 days to send an email. **** would be faster! In any case, I still do not have their out-of-network benefit schedule and the VSP website continues to be extremely misleading, having no information about out-of-network schedule or costs. They will reply that it is provided to my employer, but my employer could not provide this information either. VSP is the provider, they should not mislead their member. I am seeking a one-time reimbursement of $150 due to their misleading business practices. Please help. Thank you.
Business Response
Date: 03/31/2025
Hello,
I have received this grievance and will begin researching to provide a response on or before April 10, 2025. Please contact me with any questions.
Kind Regards,

******* *****
Complaints & Grievances | PPI/CEC Operational Compliance Team | VSP Vision Care
Customer Answer
Date: 03/31/2025
I am rejecting this response because: I am waiting until the research is complete. Thank you.
Business Response
Date: 04/07/2025
Hello,
Attached is VSP's response to the grievance.
Sincerely,

******* *****
Complaint & Grievances
PPI/CEC Operational Compliance Team
Customer Answer
Date: 04/08/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
Initial Complaint
Date:03/06/2025
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.
My daughter went to ***** club and got contacts because they are In Network for our vision insurance through VSP. According to ***** club they filed it out of network and according to VSP ***** club filed it wrong, no text ID. ***** said they filed it with a text ID. I asked ********************** to resubmit the claim and they said they would. I talked to ***** today and they haven't received anything. I don't know who to belive and it doesn't matter because ultimately I'm the one responsible for someone elses s**** up that there is no way I can fix. This is a benefit that I pay for every paycheck (vision insurance), doesn't seem like they want to hold up their end of the deal. This is for my daughter ******* ***********.
Business Response
Date: 03/18/2025
Good afternoon,
Attached is VSP's response for ******* *********** for complaint ID# ********. Should you have any questions, please feel free to contact me.
Thank you,
********* *******
Complaints & Grievances
PPI/CEC Operational Compliance Team
***********************************************************
Initial Complaint
Date:03/04/2025
Type:Sales and Advertising 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 attempted to cancel my policy and upon calling and giving my account ID etc, I was told I had to send an email with name birthdate iID#. I did so. I then received an email from data motion telling me I had a secure message which stated they had no info on me having an account with them. I resubmitted my cancellation email request and r received no response. I was then billed for March when I cancelled on 2-25-25. I was told I had to talk to billing who informed me I couldnt cancel until after a year. Meanwhile no on informed me of this when I called and received direction on how to cancel, yet once i sent such email I was sent a message that my account didnt exist with them. The lady at billing made sarcastic comments on how I purchased tinted lenses .which was insultingthis was blue light protection as I have small cataracts which make my eyes very sensitive to light. Sometimes painful in bright llight. I was given no indication that I was given no indication that I was locked in for a year at any time during my interactions. If this was the case then why was I directed to follow through with the email to cancel my policy which was responded with we have no record of you . I want my policy cancelled. ****** comments regarding me paying for blue light protection lenses as if Im a millionaireare highly unappreciated. I am retired and on a fixed income.
Business Response
Date: 03/13/2025
March 13, 2025

Dispute Resolution Specialist
Better Business Bureau (BBB) Serving *******************
Via BBB Online Portal

Member Name: ******** *****
BBB Case ID Number: ********

Dear Dispute Resolution Specialist:

I am writing regarding a grievance dated March 4, 2025, that was forwarded to VSPs Complaints and Grievance Unit from the Better Business Bureau (BBB) regarding Veronicas experience with our representative when requesting cancellation of the VSP Individual Plan.

On behalf of our organization, we sincerely apologize for any inconvenience ******** experienced because of this situation. At VSP, we pride ourselves in providing world class customer **********************. In situations where this has not occurred, we take it very seriously. I have documented Veronicas concerns regarding her interaction with our representative and dissatisfaction with the cancellation policy.

We show ******** has an active VSP Individual Plan through eHealth that was effective on September 1, 2024. Veronicas plan automatically renews every September 1 unless she contacts us to request a cancellation. The Terms & Conditions of your plan state that cancellation requests must be made within ********************************* renewal date September 1, 2025, and that the benefits must be unused. A renewal letter from VSP will be mailed out to ******** 60 days prior to September 1, 2025.

Our records indicate ******** received glasses with ****** ******** on September 3, 2024. Since benefits have been used, ******** is contracted for a full year and paymentswould be required.The plan cannot be cancelled until VSP receives $75.66 for remaining balance of the contract.

VSP bills one month advance so that members receive statements at the beginning of the month prior to the due date. Veronicas monthly premium is $12.61. Februarys payment of $12.61 posted on January *******. ******** is past due for March and Aprils payment is due March 27, 2025.VSP will cancel a plan for non-payment. As of today, Veronicas plan is still active.

If ******** has any further cancellation or billing questions, she can contact us at *************, Monday through Friday from 5:00 a.m. to 8:00 p.m., Saturday and Sunday from 7:00 a.m. to 8:00 p.m., Pacific Time. Please select option 2 from the automated system and a representative will be happy to assist her.
Dispute Resolution Specialist
March 13, 2025
Page Two

Please feel free to contact me at ********************************* if you have any other questions. My office hours are Monday through Friday from 5:00 a.m. to 1:30 p.m., Pacific Time.

Sincerely,

***** *.
Complaint & Grievances
PPI/CEC Operational Compliance Team
Case # ********
Initial Complaint
Date:02/01/2025
Type:Customer Service 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.
VSP refuses to correct my address. I've been a member for over 15 years.Mister ******
Business Response
Date: 02/12/2025
Good afternoon,
Attached is VSP's response letter for Mister ****** Complaint ID #********. If you have any questions, please contact me.
Thank you,
********* *******
Complaints & Grievances | PPI/CEC Operational Compliance Team.
Initial Complaint
Date:01/02/2025
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 tried to purchase contact lenses on December 31 through Eyeconic, a company owned by VSP Eyecare Insurance.The online system would not take my order.I called VSP and was told the issue was through Eyeconic so they transferred my call to them.******** said that it was not them and that VSP would not process any insurance claims on the last day for companies that did not renew their yearly contract with them. They said that they were receiving a lot of calls about the issue but there was nothing they could do.
Business Response
Date: 01/11/2025
Attached is the response letter for ****** ****** Complaint ID #********. If you have any questions, please contact me.
Thank you,
********* *******
C&G ********************************** Team
Customer Answer
Date: 01/17/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
Initial Complaint
Date:12/10/2024
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.
VSP has made it impossible to cancel individual plans with them. My plan renewed on December 1st, 2024, but only after I had spent several hours on the phone with them in November attempting to cancel. No option from their phone service brought me to the correct department and any transfers that occurred from other departments failed to get me in contact with anyone who could help.I want my plan for 2025 cancelled and the December month refunded.I also want to help warn people against this business.
Business Response
Date: 12/20/2024
Good afternoon Dispute Resolution Specialist,
Attached is VSP's response to BBB Complaint ID ********. Please reach out if you have any questions.

Thank you,
******* Brand
Complaints & Grievances
***********************************************************

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