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Business Profile

Vision Insurance

Vision Service Plan

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Vision Insurance.

Complaints

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

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Vision Service Plan has 9 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/25/2022

      Type:Billing Issues
      Status:
      Answered
      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 been trying to cancel my policy with them since May of this year. I was given the run around several times whenever I would call. On Aug 15th, after being transferred around several times, I was told that I couldn't cancel my plan online and that I would have to email them to request a cancellation. I informed them that I couldn't use the benefits expect one. When I used the benefits, I was still left to pay a lot of money out of pocket. Furthermore, when I tried to get additional frames for my son, they wouldn't cover, so I had to pay over $200 so he can have extra frames just in case something happens. Additionally, they were still taking money out of my account after I was trying to cancel this plan, I cannot use. As of today, they emailed me trying to deny me cancellation. I emailed me them back and told them I would be filing a compliant because what they are doing is unethical and unprofessional. You cannot keep someone locked into a contract, they cannot use and you should not be taking money out of their account without authorization.

      Business Response

      Date: 08/29/2022

      We have attached our response to the member's grievance. 

    • Initial Complaint

      Date:08/24/2022

      Type:Product Issues
      Status:
      Answered
      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 was laid off from my job in February 2022 and elected COBRA continuation through American Benefit Administrators for my vision insurance with VSP. VSP claims to have never received the continuation notice from ABA. ABA claims they have sent the notification multiple times. *** says they have sent emails to VSP which have never received a response. VSP says they have a portal that ABA must use to enter my continuation. Neither company is willing to pick up the phone and call the other to get this straightened out. Meanwhile I am stuck in the middle, with these two companies doing nothing but pointing fingers at each other. I have paid 6 months premium for coverage I do not have. NO ONE has been willing to actually help me.

      Business Response

      Date: 09/02/2022

      Good morning ****************,

      Attached is VSP's response to BBB Case ********. Please let me know if you have any questions.

       

      Thank you,

      ********************

      Complaints & Grievances

      **************

    • Initial Complaint

      Date:08/15/2022

      Type:Billing Issues
      Status:
      Answered
      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 whole family was in VSP vision care insurance program since December, 1, 2019. My employer, ********, bought this insurance for us through a 3rd party, ADP workforce, right after I joined ********. And on ADP's website, it always clearly showed this is a family plan.On September 11, 2021, my wife, ***********, and my daughter, *******************, each got an eye exam and new glasses from **************** located in ******, **, and we filed reimbursement at the beginning of 2022. But we didn't get any response in the following few months; my wife and I thought it might be due to Covid-19 pandemic and VSP might be very understaffed. In April 2022, my wife couldn't wait more and called VSP customer **********************, and got a response that VSP received our reimbursement forms in time, but VSP recognized the insurance program only covered me, *******************, my wife and my daughter was not in the program.I was very surprised because I paid for family vision plan since December, 2019. I checked with ******** HR and ADP, and got confirmation that in their system, my vision plan included my wife and my daughter. They both don't understand why VSP's system had such a mistake.On May 12, ******** HR pushed ADP to contact VSP, to fix this problem, and clearly asked VSP to backtrack the family plan to December 1, 2019. A few days later, I refiled the reimbursement form with VSP. On June 9, 2022 I left ******** to join another company. We still didn't get response until my wife made a few calls to VSP in early August, 2022, . VSP told my wife that they received our reimbursement form in time again, but the VSP system showed that my family vision plan started from May 12, 2022, so they still couldn't process our claims that had happend on September, 11, 2021. I feel I can't solve this problem by myself. I would like BBB to step in to help me.

      Business Response

      Date: 08/16/2022

      Good morning,

      I have received this grievance and will provide a response on, or before 08/26/2022.

      Please contact me with any questions.



      *******************

      VSP Complaints and Grievances

      ************


    • Initial Complaint

      Date:08/05/2022

      Type:Delivery Issues
      Status:
      Resolved
      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 Rebates is part of VSP, handling their rebate program for glass wear. In *** I submitted 2 rebates for 2 pairs of glasses, one for myself, one for my wife, and both were approved. We received the $50 rebate but not the $100 one, though both were approved and noted they were mailed. No mail tracking # was provided however, and the company does not have a way to contact them. Their phone # does not route to any live person, instead disconnects you, while their online chat support is offline. Their electronic mail delivery system is also blocked, providing a mandatory field you cannot edit, thus making it impossible to email them. They do not provide alternatives to contacting them beside their HQ address. This is similar to rebate practices in the early ****s designed to not pay out, and should be remedied.

      Business Response

      Date: 08/15/2022

      August 15, 2022


      *************************
      Better Business Bureau (BBB) Serving Northeast **********
      Via BBB Online Portal


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

      Dear *************************:

      I am writing regarding a grievance dated August 5, 2022  that was forwarded to VSPs Complaints and Grievance Unit from the Better Business Bureau (BBB) serving Northeast ********** regarding ************ not receiving his $100.00 prepaid card for the Perfect Pair Rebate.

      On behalf of our organization, please extend our apology to ************ for any inconvenience this situation has caused.

      The Perfect Pair Rebate allows our members to receive a prepaid card if they purchase glasses at a VSP Premier doctor. Our members can receive a $50.00 rebate with the purchase of a feature frame brand (Marchon/Altair) and an eligible lens enhancement (SunSync, TechShield, or Claritech).If a member receives the product above plus Unity(VIA) or Ethos Progressive lenses,they will receive an additional $50.00 rebate. Members have 30 days from the date of service submitted for the rebate.

      VSP can assist with any questions you have regarding your vision benefits through this email system.Unfortunately, VSP does not have the ability to process any rebates. If ************ has questions or concerns with VSP rebates, he can visit www.prepaidrewardscenter.com or call **************. To check on the status of your rebate, please visit www.vsprebates.com or call **************.

      Our records show that we received ************** lenses and frame claim from the same ***************************** on April 22, 2022. ************ received Unity (VIA) progressive lenses with Techshield Elite anti-glare coating and a Marchon frame. After reviewing ************** claim, I determined he qualified for the $100.00 for the Perfect Pair Rebate

      As a goodwill gesture, I have approved a one-time exception to pay for ************** Perfect Pair Rebate. A check in the amount for $100.00 will be sent to ************. Please allow 14 business days for processing and mailing time from **********, **********.

      I will also send a letter to ************ with the information above.
      *************************
      August 15, 2022
      Page Two

      Please feel free to contact me at ************** if you have any other questions. My office hours are Monday through Friday from 5:30 a.m. to 2:00 p.m., Pacific Time.

      Sincerely,

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

      Customer Answer

      Date: 08/15/2022

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to my concern, and this resolution is terrific. Please note that my main intention was and is to ensure that VSP makes it easier to contact them so that other customers don't have to go through the same process.

      Many thanks,
      ***************

    • Initial Complaint

      Date:08/01/2022

      Type:Billing Issues
      Status:
      Resolved
      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 recently had cataract surgery which was not anticipated or scheduled when I took out the vsp insurance but due to a sudden change in the right eye cataract which left untreated would cause me to loose my sight, surgery was performed very successfully after which I no longer need to wear glasses. when I contacted vsp and explained the situation and requested they cancel the insurance they informed me I would need to continue paying them until April 2023. even although I would never need the insurance or use it but they were quite adamant. my surgery was unexpected but necessary to save my sight. I would like for vsp just to cancel this policy I feel they are taking advantage of me.

      Business Response

      Date: 08/02/2022

      Dear ****************,

      Attached is VSP's response to the Complaint Case ********. Please reach out to me directly if you have any questions.

       

      Thank you,

       

      ******* Brand

      Complaints & Grievances

      **************

      Customer Answer

      Date: 08/02/2022

       
      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.

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