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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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    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:01/16/2024

      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 purchased glasses frames. The actual cost as you can see from my invoice was $276 after the optician did a $124 discount on the Frames. My insurance qualifies me for an annual frame discount of $150. The insurance Company VSP, paid $76 dollars to the optician. Therefore the math is $276 minus $150, minus $76, which means I should only have paid $50 for the frames. I stead they have charged me $200 for the frames. I should get a $150 refund. In addition, they have charged me $68 for lenses. My lense cost is a $20 co-pay total. I never asked for the additional line item for the lenses that charged me $68, I specifically was clear that I wanted no additional lens improvements. So I need a refund for the $68 for the lenses. The information is in the image capture attached.

      Business Response

      Date: 01/26/2024

      VSP Response to Complaint ID ********

    • Initial Complaint

      Date:12/22/2023

      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 am writing to file a complaint against VSP, my insurance provider, regarding an ongoing issue with a reimbursement claim. I am a member of VSP and, according to my plan, I am *********** reimbursement for contact lenses up to $150 (out of network).On January 13, 2023, I purchased contact lenses totaling $146.7 from LensPure and promptly filed a claim with VSP (Case#: *********). On January 27, 2023, my claim was approved, but the reimbursed amount was adjusted to $109.43. Upon calling VSP to inquiring the adjustment, I was informed that they mistakenly treated the $146.7 as ******** Dollars due to LensPure being headquartered in ******.I want to emphasize that the purchase was made in the **, and the receipt clearly indicates the currency as '$.' Despite bringing this to VSP's attention, the issue persists. A representative assured me of a follow-up check for the missing $37.27 and assigned me a case number (********). Regrettably, I have not received the promised follow-up check, despite numerous follow-up calls.The reasons given for the delay, such as 'busy season,' 'short-staffing,' and 'unexpected delays,' are not only frustrating but also unacceptable. As the year-end approaches, it seems increasingly unlikely that I will receive the entitled reimbursement. This situation leaves me with no alternative but to persist in making fruitless calls.I believe VSP is aware of the challenges customers face in pursuing such matters and hopes they will eventually give up, allowing the company to profit unfairly. I find this practice inappropriate and believe it merits your attention.I am seeking the assistance of the Better Business Bureau to address this issue and ensure fair treatment for customers who, like me, deserve what they are *********** without being subject to the power imbalance between a large company and individual consumers.Thank you for your attention to this matter, and I look forward to your assistance in resolving this dispute.Sincerely

      Business Response

      Date: 01/02/2024

      Attached is VSP's response to complaint #********. 

    • Initial Complaint

      Date:12/18/2023

      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.
      On Nov 28th I used my new employer vision insurance which is VSP. I went to Pearle vision and got my eye glasses exam and ordered glasses with my VSP insurance and paid $170. 21 days later I still don't have my glasses and no answers. VSP has their own lab and they messed up my order and sent it to the wrong lab. Pearle vision contacted them about the lost glasses last week and they still haven't shipped them and VSP apparently cannot find where the glasses went and weren't even gonna start to make a new pair just keep me clueless. ********** vision lady had to get ***** with them and demand that they stop keeping me waiting and just create a new pair. Not sure when they are gonna do that and if they are going to ship them to the wrong location for the 2nd time. The lady at Pearle vision said this has happened many times with VSP and other customers. It sounds like they need to keep themselves out of labs and just provide vision insurance. They need to do something about their absolute botching of a simple order and give a refund or something. I will be telling everybody not to use VSP and how they mess up orders frequently.

      Business Response

      Date: 12/28/2023

      December 28, 2023


      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 December 19, 2023, that was forwarded to VSPs Complaints and Grievance Unit from the Better Business Bureau (BBB) regarding Autumns delay in receiving her glasses.

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

      VSP received Autumns routine eye exam and glasses claim from Pearle Vision for date of service November 28, 2023. Autumns out of pocket costs were $25.00 materials copayment and $127.96 frame overage for a total of $152.96. The doctors office submitted Autumns glasses order to the VSP lab on the same day.

      VSP receives orders from offices all over the country. It is our policy to process orders in the order they are received.To ensure quality, it typically takes 14 business days to fill routine eyeglass orders at a VSP lab. More time may be required for specialty lenses or lens treatments. Please note with the holidays and increased orders at this time of year the turnaround time may take longer.

      I spoke to Pearle Vision on December 21, 2023,regarding the status of Autumns glasses. I was advised by the doctors office that the lab shipped the wrong glasses to their office on December 8, 2023. I was informed that the glasses are being remade by the lab at no charge.

      I also contacted our VSP lab to check on the status of Autumns order the same day. The lab representative advised me of their shipping error. Autumns order was restarted on December 18, 2023, and will be ready for shipping on December 26, 2023. I received a message from the VSP lab on December 27, 2023, that Autumns glasses were shipped to Pearle Vision on December 26, 2023.

      Our records indicate that Autumn spoke with one of our representatives in our Customer *********************************************** on December 27, 2023, who resolved her concerns. According to our documentation, ****** advised our representative that she received the glasses from Pearle Vision.
      Customer Relations Representative
      December 28, 2023
      Page Two

      Due to Autumns experience, the VSP lab office offered to make additional lenses with a patient supplied frame as compensation for the delay in receiving the glasses.Autumn declined the offer from the VSP lab. Our representative offered Autumn $75.00 as compensation for this situation, and she agreed to this offer. A check in the amount for $75.00 will be sent out to Autumn. Please allow 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 5:30 a.m. to 2:00 p.m., Pacific Time.

      Sincerely,

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



      Customer Answer

      Date: 12/28/2023

       
      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:12/10/2023

      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.
      I filed a claim for reimbursement for out of network service for contact lenses. I've provided the receipt for this as requested. This was denied in the beginning of November with no explanation as to why this was denied. I immediately called to find out why this was denied. I did not get an explanation and instead was told this could be re-submitted. The agent re-submitted this. I've followed up numerous times via email and phone asking for an explanation as to why this was denied, and an update on the new claim that the agent submitted. I continued to be told that this could take up to 20 business days to process. This has been over 20 business days, and I still do not have a reason as to why my original claim was denied, and an update on my new submission, I continue to be told to call back for an update on this. I would like either a satisfactory reason as to why the claim was denied, or a reimbursement of what I should have been paid for my purchase of contacts with the insurance that I've purchased through VSP.

      Business Response

      Date: 12/18/2023

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

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


      Customer Answer

      Date: 12/18/2023

       
      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:12/04/2023

      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.
      In June of 2023 I signed up for a VSA vision plan and paid $28.96 for ***** July, August and September. I did not have the money for October's payment but when I went to pay for November, I could not find that policy and had to sign up for a new policy costing $34.46 a month.On November 10th I called member services and was told the old policy was still active. I canceled it and was told I would have my refund by the end of the following week. It's almost a month later and I have received $0. I also canceled my new policy of $34.46. I have not used any benefits from either plans and was assured I would be refunded.

      Business Response

      Date: 12/13/2023

      To the ***************************** (Better Business Bureau service ********************,

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

       

      Thank you,

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

      Complaints & Grievances

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

    • Initial Complaint

      Date:11/08/2023

      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 pay for a vision insurance plan for my family with VSP through my employer sponsored benefit plan. We are new to the plan, as this is the first year it was offered.My wife, who is included on the plan, needed new glasses. She went on to the website and did a search prior to using her previous glasses provider, ******************. Upon doing the search, the website specifically mentions ****************** under a search for reimbursement, which made it appear to her as though this was a covered service provider. I'm including the screenshot she saw when performing a search for "******************" on the VSP website.She made a glasses puchase from ****************** and I filed a claim for reimbursement with VSP in September 2023. When the check came in October, it was was significantly less than expected based on their reimbursement pricing posted on their website. I contacted customer ********************** on **/6/2023 regarding this discrepancy. While on the call, the service representative admitted this was confusing and apologized, however they were unwilling to make concessions despite the acknowledgement of the deceptive search results. The search results seem intentionally deceptive to me, especially when you consider that they post reimbursement pricing on their website for in-network purchases but obscure all out-of network reimbursements. I spoke with representative ***** and my complaint reference number with VSP is Case #*********.VSP should be more clear on their website that ****************** is not in-network, otherwise we would have made a different purchasing decision. I feel that responsibility should be at least partially shared by VSP.

      Business Response

      Date: 11/16/2023

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

      *******************
      Complaints & Grievances Team
      P: **********

    • Initial Complaint

      Date:11/01/2023

      Type:Delivery 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 initially placed an order with Eyeconic (a VSP subsidiary) to use my 2022-2023 VSP benefits. The initial order accepted my insurance benefits and left me with the expected copay under my plan. However, Eyeconic ended up canceling my order due to incompetent customer ********************** individuals and poor system management. In the emails prior to order cancelation, I had reached out to them various times and escalated the issue of pending cancellation. They told me they would put a notice of "do not cancel" as they worked to resolve it; however, someone on their end disregarded this and canceled the order, causing a chain of stupidity and a waste of my time to follow. In subsequent calls, I was told that I could pay out of pocket for the same order and have VSP initiate a claim on their end to back-date the claim so I would end up economically at the same place as the initial order (not withstanding my time value wasted with these scammers/liars/whatever they call themselves). However, upon doing this, they 1) filed an "out of network" claim, materially reducing the payment back to me and 2) filed it under the 2023-2024 benefit year, rendering my current vision plan "utilized already." At each turn, they failed to follow their word and work to do the exact opposite to s**** their customers over.

      Business Response

      Date: 11/20/2023

      Please see the attached response.

      Customer Answer

      Date: 11/21/2023

      I am rejecting this response because: theyre changing the storyline and dropping key facts to blame the errors on me.

      Business Response

      Date: 11/30/2023

      Please see the attached response.

    • Initial Complaint

      Date:10/23/2023

      Type:Order 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 Individual Vision plan. I have pre paid medical ** Care. Used this vision plan last year and have no due balance. VSP renewed automatic on August 1, 2023 without my approval or knowledge. I want to cancel this renewal. They are making it impossible saying It won't cancel until August 1 ****. They are continuing to auto deduct $17.00 a month until August 1, ****. I do not have a balance with VSP. I am not working !! I did not give them permission to renew August 1, 2023. My member ID is ***********. ***************************** of ******* ** *****. lwalker2013@*****.******.Isn't this not Legal. This practice needs to stop. Please help stop this company from making it impossible to cancel this Insurance for Me and all other Customers !!Thank you in advance

      Business Response

      Date: 11/02/2023

      November 2, 2023


      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 October 25, 2023, that was forwarded to VSPs Complaints and Grievance Unit from the Better Business Bureau (BBB) regarding Mr. ******* difficulty cancelling his VSP Individual Plan.

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

      We show that Mr. ******* VSP Individual Plan with Member Only coverage was effective on August 1, 2022.

      The plan automatically renews on August 1 of each year. **************** will receive a renewal letter from VSP 60 days prior to his renewal date. The renewal letter contains premium information for his upcoming renewal with the payment frequency (monthly rate or annual rate). The member does not have to do anything to stay enrolled unless they want to cancel or make changes to their policy.

      Our records show that Mr. ******* VSP Individual Plan was automatically renewed on August 1, 2023. VSP Individual Plans made an exception to cancel Mr. ******* plan as of July 31, 2023, and refunded him four months of premium. A total payment of $68.00 will be returned to the card we have on file. Please allow up to 10 business days for the refunds to show on Mr. ******* account.

      If **************** has additional questions regarding the cancellation or refund, he 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 him. **************** may also email them at ******************************************** Please allow 2-3 business days for a response from VSP Individual Plans.



      Customer Relations Representative
      November 2, 2023
      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 # ********



    • Initial Complaint

      Date:10/21/2023

      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.
      Called 9/2023 to cancel this membership because I have had 2 major back *************** on ******** as of June,2023 & shouldn't have 2 vision providers. Can't afford to loose my ******** insurance so I called to cancel this membership and requested a refund last month because it placed my account in overdraft. Well they notated to cancel it 12/31/23 & continue to charge ********** my bank account in overdraft still after I requested to cancel 3 months after paying while I had ********. They wanted me to loose my government benefits. VSP is not trying to help me. I have had 2 major back surgeries and now live with 8 screws & rods in my back & I simply ask them to cancel this membership so I would be in compliance with the ******* am getting the run around here. Case # ********

      Business Response

      Date: 11/02/2023

      November 2, 2023


      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 October 22, 2023, that was forwarded to VSPs Complaints and Grievance Unit from the Better Business Bureau (BBB) regarding *********** difficulty cancelling her VSP Individual Plan.

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

      Our records show that *********** VSP Individual Plan through Healthy Vision Association with Member Plus One coverage was active as of January 1, 2021.
      As for the cancellation process, the Terms & Conditions of *********** plan state that cancellation requests must be made within ********************************* renewal date January 1, ****, and that the benefits must be unused. We show that *********** plan is scheduled to be cancelled on December 31, 2023.

      As a goodwill gesture, VSP Individual Plans made an exception to cancel Jacquelines plan as of August 31, 2023, and refunded her three months of premiums. A total payment of $182.26 will be returned to the card we have on file. Please allow up to 10 business days for the refund to show on Jacquelines account.

      If ********** has additional questions regarding the cancellation or refund, 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. ********** may also email them at ******************************************** Please allow 2-3 business days for a response from VSP Individual Plans.

      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.


      Customer Relations Representative
      November 2, 2023
      Page Two

      Sincerely,

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



    • Initial Complaint

      Date:10/10/2023

      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 tried calling to cancel my subscription....but was told I have to wait UNTIL Feb ****. She never told me I had to do it 30 days before. I want to cancel now .I'm afraid by the time January rolls along I'll get the run around.

      Business Response

      Date: 10/16/2023

      VSP Response to Complaint #********

    Vision Service Plan is NOT a BBB Accredited Business.

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