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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:04/16/2024

      Type:Order 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 signed up for VSP Standard Plan at $14.50 per month for 1 year. I reviewed the available plans & chose the Standard because it appeared to have the coverage I was looking for at a price I could afford (I'm on a fixed income). I had my visit with the eye doctor so I could get contacts and eyeglasses. I was under the assumption that I could get contacts and frames, but not contacts, **************** Once the exam was complete and we were ordering, they told me VSP would only cover contacts or eyeglasses. They said I couldn't get frames and contacts covered. I contacted VSP to verify and was told that was true.No where in the information VSP sent me or in their website does it state that it is an either/or situation. I asked VSP to provide me with a copy of the plan policy and was told no.When I signed up for the policy, it had to be for a year. So, I can't just cancel the plan. This, to me, is false advertisement. I wasn't given all the information and they refuse to give me proof.

      Business Response

      Date: 04/26/2024

      Attached is VSP's response to Complaint ID ********. Please reach out if you have any questions.

      Thank you,

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

      Complaints & Grievances

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

    • Initial Complaint

      Date:03/27/2024

      Type:Product 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 am filing a complaint with the Better Business Bureau to ask the following question:Why did the VSP insurance company offer dental coverage that I have paid for since January 1, 2023, although they will not honor their commitment? I believe that I deserve a complete refund.Statement:I enrolled in VSP insurance (Member #NCC45184056) on January 1, 2023. Upon my enrollment, VSP offered me dental coverage for a discounted price that would be bundled along with my VSP vision plan.For the past six months, I have called to inquire about my dental coverage, without any meaningful response. First, VSP representatives have been rude, dismissive, and unhelpful when I call them. Second, approximately six months ago, I spoke to a VSP representative concerning my dental coverage. I did not receive any follow-up information. The representative told me to just use present my VSP insurance card to my dental provider at the time of service. On March 21, 2024, following the VSP representatives instructions, I presented my VSP insurance card insurance to my dental provider. My dental provider told me I needed something showing my dental coverage and an address to send the claim for payment. The following day, I called VSP and was bounced around to several representatives. The last representative told me I had dental discounts. I was confused about what I was paying for. I asked to speak to a supervisor and was placed on hold for at least **************************************************************************** off the phone. I never received a call back or an email with explanation.

      Business Response

      Date: 04/05/2024

      Good afternoon,

      Attached is VSPs response to Complaint #********.
      Please contact me if you have any questions. 

      *******************
      Email: ********************************* | Time Zone: Eastern Daylight Time (EDT)
      VSP Vision | See Healthy. Stay Healthy

      Customer Answer

      Date: 04/10/2024

      I am rejecting this response because: I wanted to be refunded the $4.90 from January 2023 until March 2024, if I am not mistaken that would be 15 multiplied by $4.90= $73.50. However, I was only refunded for six months. Thank you in advance.

      Business Response

      Date: 04/11/2024

      Attached is VSPs follow up response to Complaint # ********.
      Please contact me if you have any questions. 

      *******************
      Email: ********************************* | Time Zone: Eastern Daylight Time (EDT)
      VSP Vision | See Healthy. Stay Healthy.

      Customer Answer

      Date: 04/14/2024

       
      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:03/25/2024

      Type:Service or Repair 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.
      Hello, I would like to re-open a complaint. The prior complaint was ********. As part of the resolution process my son was supposed to receive a complementary set of lenses. The agreement was that he could receive the complementary set once he received an updated prescription. There was no need to receive the second set of lenses right away. Both the optometrist and lab were aware and agreed. Upon going to redeem the complementary set of lenses 03/19/2024, I was advised that the lab put a note that the offer expired at the end of December. I was never advised that this offer was going to expire in December. Clear view optometry called the lab, and they made it sound like the rep made it sound like they did me a great courtesy allowing me until December to redeem. Considering the hardship and frustration that led to this I would not call this a great courtesy, more of a common decency practice as my son suffered greatly during this period of waiting for his glasses. Now we are compounding this by being told he can't redeem what was promised to him? Please honor the free pair of lenses as promised in your letter that have yet to be delivered. Furthermore, the written letter that was sent to me, was never fulfilled and it mentions explicitly the free pair of lenses.

      Business Response

      Date: 03/29/2024

      Please see attached complaint response.

    • Initial Complaint

      Date:03/19/2024

      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 joined VSP the beginning of 2023. I had my eye examination and glasses dispensed at that time, I was not needing any other services from them, as a person is only allowed one exam and one pair of glasses per year. I had requested in June to cancel my coverage, then a month and a half later I was refused, stating it was not allowed. I asked them to explain the logic, as no other services would be honored for the year. I also mentioned that I was on ******** and definitely would not need their services any longer. They continued to take the premium amount from my bank account. When going on my online account, I noticed they made it unable for me to remove my bank account! They were very unprofessional and rude, and I have not received any resolution with them. I am asking for the balance of my premiums be refunded to me.

      Business Response

      Date: 03/25/2024

      Attached is VSPs response to Complaint #********.
      Please contact me if you have any questions. 

      *******************
      Complaints & Grievances Team

      Customer Answer

      Date: 03/26/2024

       
      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.

      I am thankful I will NEVER have to use their services ever again! 


    • Initial Complaint

      Date:03/13/2024

      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 filed a claim for reimbursement for my eye exam and contacts in November 2023. Ive called them three times since to find out where my check was. They tell me its a system glitch. There working on it. For 3 months they are working on getting my reimbursement check to me???? Thats not right.

      Business Response

      Date: 03/20/2024

      VSP Response to Case 21428941

      Please let me know if you have any questions. 

    • Initial Complaint

      Date:02/22/2024

      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.
      VSP has withdrawn $12.84 twice after I paid for eyeglasses in December. They overcharged me for prescription eyeglasses. The eyeglasses are not prescription filled according to the Rx sent to them. I have called several time requesting a refund only to be told each time that my request will be resolved by the billing department within 5 days.

      Business Response

      Date: 03/04/2024

      March 4, 2024


      Customer Relations Representative
      ********************************************* Serving ********************
      Via BBB Online Portal


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

      Dear Customer Relations Representative:

      I am writing regarding a grievance dated February 26, 2024, that was forwarded to VSPs Complaints and Grievance Unit from the Better Business Bureau (BBB) regarding the billing of ******* VSP Individual Plan and issues with her glasses.

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

      We show that ******* VSP Individual Plan with Member Only coverage was effective on January 1, 2019. The plan automatically renews on every January 1 unless Uvonna contacts VSP Individual Plans to request a cancellation. ******* plan ended on December 31, 2023, and did not renew on January 1, 2024.

      As for the ******* billing concerns, VSP bills one month advance so that members receive statements at the beginning of the month prior to the due date. I contacted ********* at VSP Individual Plans on March 1, 2024,who advised me that ******* last payment of $12.82 for Januarys premium posted on December 18, 2023. Since ******* plan did not renew on January 1, 2024, she was not responsible for the January premium. ********* requested a refund of $12.82 to be returned to ******* account on file within 5-7 business days.

      If Uvonna has any refund questions, she can contact VSP Individual Plans directly. They can be reached at ************** Monday through Friday from 7:00 a.m. to 7:00 p.m., Central Time. Select option 1 and then option 3 on the automated system to reach an appropriate representative that can assist you. She can also email them at ******************************************** Please allow 2-3 business days for a response from VSP Individual Plans.
      ******* plan allowed coverage for routine eye exam, lenses, and frame once every 12 months based on a calendar year. ******* plan covered single vision, lined bifocal, lined trifocal, or standard progressive lenses in full once she met a $25.00 copayment. Any non-covered lens enhancements such as anti-glare and impact resistant were available for an additional copayment. Uvonna had a $150.00 frame allowance and received a 20% savings off any frame overage.

      Customer Relations Representative
      March 4, 2024
      Page Two

      VSP received ******* standard progressive lenses and frame claim from Eyeconic, a VSP provider for date of services December 2, 2023. Based on the ******* claim information, her out of pocket costs were $25.00 materials copayment, $60.00 anti-glare, and $35.00 impact-resistant for a total of $120.00.

      I also contacted **** at Eyeconic regarding ******* concern about her prescription lenses. **** advised me that there are no notes on ******* account indicating an issue with her lenses. **** informed me that Eyeconic has a procedure in place to resolve ******* concerns with her lenses. Uvonna can reach Eyeconic by calling ************** Monday through Saturday between 7:00 a.m. and 5:00 p.m., Pacific Time.

      Lastly, VSP received an online grievance from Uvonna regarding the same issues on February 10, 2024. I will also be a sending letter to Uvonna with the information above.

      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:02/21/2024

      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 set up an account for my daughter over years ago so she could get prescription glasses. She has since moved out and despite many many attempts, I cannot cancel this account.- ********************** makes it impossible to cancel -bogus auto-reply set up to repeat charges -all phone numbers lead to fraudulent 'operators' who 'transfer you to the right person' which is back to a bogus automated menu -My personal information was shared on the dark web tracked back to VSP

      Business Response

      Date: 02/29/2024

       

      Please see attached response and contact us with any questions.

       

      Thank you,

      Cyrin Macero | Vision Service Plan | Complaints & Grievances 

    • Initial Complaint

      Date:02/16/2024

      Type:Customer Service 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've been unable to access my account for over a year. On the rare that their customer ********************** responds, they promise to fix my access issue but don't, they promise to get back to me soon but don't. I'm unable to submit insurance if I can't access my account.

      Business Response

      Date: 02/20/2024

      VSP Response to BBB Internal Case #********

      Customer Answer

      Date: 02/21/2024

       
      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. **** at VSP worked to set my access.  Just today for the first time, 2/21/2024, I was able to successfully access my account more than once and submit a claim.

       

      Thank you,

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


    • Initial Complaint

      Date:01/22/2024

      Type:Service or Repair 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.
      On Sep 6th, I visited Visionworks for an eye exam. When Visionworks tried to connect and obtain authorization from VSP, they couldn't connect. I called VSP customer ********************** from the store and they tried a couple of things which didn't work. Visionworks admitted that the issue was on their end and to pay out of pocket and file a claim.I filed a claim (accidentally as an out-of-network since that is the only form available online) for the full amount (Claim #: 49570504-00, Case #*********). VSP paid me only $40 of the $84 in mid-September. I called them to ask about this and they informed me that I had to call in to file the claim for such a condition and that it would be processed shortly for the rest of the amount.I waited all of October for the claim to be processed and the check to come in. And since then, I have called in at least **** times and have been told "It's in process. We are busy since it's a lot of claims. It's year-end" etc etc. It is now end of January and the last time I called (a week ago), they again promised that the check will be sent shortly.I am at my **** end and have probably spent way more than $44 worth of time and effort (because I believe in principle), but this is the absolute worst customer ************************* this point in time, I am expecting a resolution and a payment sent priority overnight no matter what it costs them. This is the least they can do for a long-time customer.

      Business Response

      Date: 02/02/2024

      Good morning,

      Please see attached complaint response.

       

      Thanks,
      Cyrin Macero | Complaints & Grievances | PPI/CEC Operational Compliance Team | VSP Vision Care

      Customer Answer

      Date: 02/02/2024

       
      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:01/22/2024

      Type:Service or Repair 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 use VSP for vision insurance. I filed a claim for contact lenses reimbursement and was reimbursed for the 'out of network' total, as these were purchased using 1800-contacts. There are two issues here:1. The first claim was denied altogether because VSP did not like the receipt format that I provided. No real reason was given to me so I found a differently formatted receipt but the same receipt with the same information nonetheless. this was then approved. 2. My benefits do not note that the out of network allowance for contacts is lower than the allowance for in network purchases. When I called, I was told that this is noted on top of the my benefits section. This section says 'Benefits in this section are based on visiting a VSP network doctor.' but nothing about other services, like glasses, contacts, etc. This is the section that I take issue with, any contact retailer is NOT a doctor, so when you read this section it is a safe assumption to make that this applies to Doctors only. Furthermore, the only amount noted within the benefits section for contact is the higher amount, and never the lower one which is what I received.

      Business Response

      Date: 02/02/2024

      Please see the attached response.  Thank you.

    Vision Service Plan is NOT a BBB Accredited Business.

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