Complaints

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

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• 

  Vision Service Plan

  3333 Quality Dr Rancho Cordova, CA 95670-7985

• 

  Vision Service Plan

  Mail Returned 8/29/03 400 E Town St Columbus, OH 43215-4700

• 

  Vision Service Plan

  PO Box 2487 returned 2.13.15 Box closed no forwarding order on file Columbus, OH 43216-2487

• 

  Vision Service Plan

  4380 SW Macadam Ave Ste 310 Portland, OR 97239

• 

  Vision Service Plan

  PO Box 997100 Sacramento, CA 95899-7100

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:09/21/2023

  Type:Order 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.

  This is my second time filing this and have received zero responses from BBB or VSP. I am requesting cancellation of my vision insurance due to moving across the country and needing to sign up for new coverage. VSP has refused to cancel my coverage saying that I am locked in for 12 months. This is garbage considering I moved and was placed into new coverage which had new vision care. I am requesting a refund since the beginning of my new coverage which began August 1, 2023. VSP has charged me twice since then. Refund requested is $13.86 x 3 so far. Here is the email I received when I requested cancellation:In response to your request for cancellation, your VSP Individual Vision Plan coverage will be discontinued at your renewal date, effective 01/01/2024, per your annual policy term.Our records show that you've received plan benefits during the current policy period. Because you elected the monthly payment option for your annual policy, you're required to make all 12 payments regardless of when plan benefits are utilized.Remember, you can get extra discounts and savings during the remainder of your policy period, like 20% off additional pairs of glasses from your VSP network doctor and rebates on popular contact lens brands. See all of your Exclusive Member Extras from VSP and other leading industry brands.We look forward to continuing to provide you with the best vision care and service available.

  Business Response

  Date: 09/21/2023

  Good afternoon Customer Relations Representative

  I have received this Complaint ID ******** and will begin working to provide a response on or before due date 10/01/2023. Please reach out if you have any direct questions.

  Thank you, 

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

  Complaints & Grievances

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

• Initial Complaint

  Date:08/18/2023

  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 filed a reimbursement form Since Feb 2023 and they forgot to reimbursed me for the frames they only reimbursed me for the lenses, I keep calling them and they keep telling me that they are back ** in their reimbursement, they expect a payment on time every month but when it comes to their claims they are not concerned on the on time theory, it has been 6 months now!

  Business Response

  Date: 08/28/2023

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

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

  
  

  Customer Answer

  Date: 08/28/2023

  I am rejecting this response because: I been contacting you guys for a response and its been going on for over 5 months, we bought glasses for my wife *************************, we paid ******* Optical out of our pockets and filed a claim for  reimbursement, we received the lense cost of $60 but did not get reimbursed for the frames wich should be      $ 99.00,just like you guys expect and receive my monthly dues on time I would like this issue resolved on a timely matter
  

  Customer Answer

  Date: 09/05/2023

   
  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. Hello and thank you for helping me solve this dispute, the case ******** has been resolved.  Again thank you for you help
  
  

• Initial Complaint

  Date:08/12/2023

  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.

  Dear Better Business Bureau,I hope this communication finds you well.I'm reaching out in connection with a charge of $172.56 that was applied to my account in September 2022 by VSP Individual Vision Plan. This charge pertains to my membership renewal, for which I received no prior notification neither by mail nor email. And I have no idea or plan for this auto-renewal.Moreover, I'd like to bring to your attention that I have not made use of the plan's services during both 2022 and 2023. The combination of this non-utilization and the uncommunicated charge emphasizes the gravity of my concern.For transparency and good financial practices, I approached VSP Individual Vision Plan Customer ********************** to kindly request a refund of the charge based on the following details:Account Details:Member ID: *********** Name: ********************* However, my attempts to address this issue with them have been unfruitful. I respect the Better Business Bureau's role in promoting fair and honest business practices and thus, I'm seeking your intervention in this matter. Your assistance in resolving this situation would be highly valued. Please inform me if you require any additional details or documentation.I would like to request the refund of $172.56. Thank you for your attention and consideration.*********,*************************

  Business Response

  Date: 08/21/2023

  Attached is VSPs response for a grievance received. Please contact me with any questions.
  
  ******************
  VSP Complaints & Grievances
  

• Initial Complaint

  Date:08/09/2023

  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.

  On July 3, 2023, I paid the last installment of $200.00 for prescription glasses with frames and lenses costing me $300.00 total: (1) pair ****** Gantry Eyewear, Premium Progressive Lenses, Premium Anti-Reflective Coating, Transition Lenses and $15.00 Copay. Since wearing the glasses I have trouble adjusting my vision. The week of August 1 discovered symbols and numbers printed on the lenses. On Tuesday, August 8, I spoke with VSP customer ********************** personnel and discussed my findings. I was directed to contact the optical vendor and to explain my concerns and ask about correction of the lenses. As directed I spoke with optician, ****, and explained my concerns and asked about correction of lenses. **** told me that there is no problem with the lenses and that there is nothing that he can do to change. At the front bottom left corner to the statement is printed, ALL SALES FINAL/NO REFUNDS. I have asked that customer ********************** intercede on my behalf with the vendor and I have been refused. I desire a full refund for the defective merchandise if VSP will not intercede on my behalf for correction of defective merchandise.

  Business Response

  Date: 08/18/2023

  August 18, 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 August 10, 2023, that was forwarded to VSPs Complaints and Grievance Unit from the Better Business Bureau (BBB) regarding Celestes dissatisfaction with her progressive lenses from ********************.
  
  On behalf of our organization, we sincerely apologize for any inconvenience ******* experienced because of this situation. I have documented Celestes concerns.
  
  VSP received Celestes progressive lenses and frame claim from ******************** for date of service June 30, 2023. VSP paid the claim on July 31, 2023. Celestes out of pocket costs were $15.00 materials copayment, $79.20 frame overage, $25.00 anti-glare, $75.00 light-reactive lenses, $55.00 progressive lenses and $10.00 UV protection for a total of $259.20.
  
  Although we contract with doctors, we cannot dictate every facet of their business. Each VSP office is responsible for establishing their own office policies such as refunds and returns. Also, VSP does not require that our doctors reinstate a patient's benefit. The services that they provide are in good faith and the office is *********** receive payment.
  
  I contacted ******** at ******************** regarding the markings on Celestes progressive lenses. ******** informed me that all progressive lenses have markings near the nose and temple. They are not a defect in the lenses. Most of time the markings are not visible to progressive lenses wearers. The only way you see the markings is if you hold the lenses near the light at a certain angle.******** advised me that if they remake Celestes lenses, the markings would still be there.
  
  Our records show that ******* contacted VSP on August 9, 2023, regarding her concerns about the lenses. Since ******************** will not reinstate Celestes benefits or refund her out of pocket costs for the lenses, our representative offered to approve her new lenses with anti-glare, light-reactive, progressives and UV protection covered at a new VSP provider. This offer is valid for 60 days and will not affect future eligibility.
  
  
  Customer Relations Representative
  August 18, 2023
  Page Two
  
  ******* agreed to the resolution. Our representative offered to send ******* a list of VSP providers to get her new lenses. Our representative explained that once ******* chooses a VSP provider, office will need to contact us for an authorization since we are making an exception.
  
  ******* wanted our representative to select a VSP provider near her and get an authorization to the new office. Our representative advised ******* the closest office was Line of Sight at ************** and tried to call the office to give them an authorization number for her new lenses. There was no answer and our representative had to leave detailed voicemail with the information.
  
  I will also send a letter to ******* with the information above.
  
  Please feel free to email 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: 08/19/2023

  I am rejecting this response because: when I spoke with consultant ****** at Line Of Vision I was told that I would have to pay $325.00 out of pocket for their service despite the assurance from VSP representative ****** that authorization number ******** that he gave me would be sufficient to authorize my receipt of needed services without further out of pocket expense.
  

  Business Response

  Date: 08/28/2023

  August 28,2023
  
  
  Customer Relations Representative
  ********************************************* serving ********************
  Via BBB Online Portal
  
  
  Member Name: ***************************
  BBB Case ID Number: ********
  
  Dear Customer Relations Representative:
  
  I am writing regarding an additional email dated August 22,2023, that was forwarded to VSPs Complaints and Grievance Unit from the Better Business Bureau (BBB) regarding Celestes dissatisfaction with VSPs resolution.
  
  On behalf of our organization, we sincerely apologize for any ongoing inconvenience ******* experienced because of this situation. I have documented Celestes concerns.
  
  Based on the claim information in our system,Celestes charges were $259.20 for the original purchase at ********************.I tried to contact Line of Sight regarding the charges ******* was quoted at this office but had to leave a message.
  
  For Celestes convenience, I have emailed her a list of VSP providers near her residence. If ******* does not see the email in her inbox, please her check the spam or junk file.
  
  Once Celestes chooses a new VSP provider,she can email me with the providers name and phone number, and I will call that office to provide an authorization. As we discussed, VSP will cover anti-glare,light-reactive, progressive, and UV protection.
  
  Please feel free to email 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:07/18/2023

  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.

  My date of service I was trying to get help with was on May 8, 2023. I had an appointment with *******************, DO., for an eye exam to get glass to be able not to have the glare of ************************ VSP Vision has 2 claim #'s set up for this date. The 1st is 78017492-00. The 2nd claim # is ******** for same doctor, but this was for the glasses I need to see to drive. I have contacted them over the past 2 months. I received an email from them on May 19, 2023, that had the statements and the charges, the payments & what it was for. When I went to print the pdf file they sent in the email, 3 different pages kept printed a black paper. When I called to tell them I was getting it, they told me it was supposed to be that way. I asked the lady I spoke with to mail me the complete pages of these claims but I need the copies of each charge. She told she would do that, but instead I was sent another email with a pdf file & the same thing happened with the black pages printing. This is my claim information, and I should be able to print it out, completely for myself.

  Business Response

  Date: 07/27/2023

  Attached is VSPs response to BBB Internal Case Number: 20341447. 
  

  Customer Answer

  Date: 07/27/2023

  I am rejecting this response because: I 1st called VSP Vison on 6/5/2023 & talked to ****** and told here that the email documents I received in a pdf file shows what the charges were for, how much the charges were, but I tried several times to print them out on different days and I kept getting black pages on the pages that had the full breakdown of what type of charge and how much the charges were for. She told me that she would mail them to me, and it would **** business days before I would received in the mail. What I received in the mail from VSP Vision on 6/23/2023, was a letter stating "we received an inquiry from you on June 21, 2023 regarding your vision care services. We are researching this matter and will respond to your inquiry as quickly as possible. If you have any additional information to help us process your inquiry or further questions, please contact VSP Member Services at ************ or TDD: ************ (Monday through Saturday 6:00 a.m. to 5:00 p.m., Pacific Time). Our Member Service Representative will be happy to access the information about your request. You may also visit our Web site at vsp.com for information regarding your benefits.  Customer ********************** ************* ************************  Ref: Case # ********".

  When I called VSP Vison on 6/5/2023 & talked to ******, she told me she would mail me what I had asked for. So, why this letter was sent to me, I have no idea, plus, for them to put in the letter "If you have any additional information to help us process your inquiry..., she I told ****** & ****** told me she would have it mailed to me & I would receive it in my mail within 7 to 10 business days. I never received any else from VSP in the mail, they just kept sending me emails with the same exact pdf file attached that I kept getting black pages when printing it.

  My call to them had nothing to do with refund at all.

  Sincerely,

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

  
  

• Initial Complaint

  Date:07/13/2023

  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.

  ******* at vsp wasnt listening at all when I explained to him that I was calling to enroll in vision benefits through my job a MFA facilitys instead he insisted that they dont take the payment out and I called and spoke with several people my employer contacted me informing me I informed her all about it vsp gave me the run around dont trust then they cheated me out if my money and they leave you in the phone hangs ** in you they said they canceled the plan and didnt they act like they dont understand ******* he took advantage then when I spoke with billing the lady stated if we fell you can get your money we will gave it they have hung up keep on on the line my insurance through my job starts sept 1 ******* didnt no what he was doing I did it on the 9 th I called back 5 minutes later to inform ******* he was wrong

  Business Response

  Date: 07/27/2023

  Please see the attached response.

• Initial Complaint

  Date:06/14/2023

  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 am getting close to the end of my first year as a customer, and I am trying to cancel my plan before it auto renews. When I tried to cancel online, they conveniently could not find my record, even though I entered my member number. I then called, and after waiting on hold for 15 minutes, a representative told me he could help me. He took all my information, then said he wasn't in the right department to process a cancellation. He transferred my call. I waited on hold another 15 minutes, only to find I had been transferred to a dental program department. That representative rudely told me I had called the wrong number to cancel a vision plan (which I hadn't). Even after I confirmed the number with her (which was the correct one), she was unable to transfer me to the correct department, so I had to hang up and start all over. After waiting on hold for another 15 minutes, yet another representative said she could help me with a cancellation, but then told me she had to transfer me to another department. I refused and asked her to process the cancellation. She said she could, but it would take a few weeks, which should have been fine--until I was informed that she can't actually process a cancellation. There are multiple reviews about this company's shady and/or crooked business practices when it comes to trying to cancel. People should not have to continue paying for a service they no longer need or use once the terms of the initial agreement are over. Making it practically impossible to cancel is unethical. I want my membership cancelled, and I want it cancelled now.

  Business Response

  Date: 06/19/2023

  Good morning,

  Please see attached response.

   

  Thank you,

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

• Initial Complaint

  Date:05/23/2023

  Type:Sales and Advertising 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 continue to receive their (SPAM!!!) advertising emails after I have already filled out the Unsubsribe form TWICE already. I do not want to hear from them ever again. They are breaking FEDERAL LAWS!!! I never signed up for their spam garbage in the first place!

  Business Response

  Date: 05/31/2023

  Attached is VSP's response to BBB Internal Case ********. Please reach out if you have any questions.

  Thank you,

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

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

  VSP Case 14771856

• Initial Complaint

  Date:05/19/2023

  Type:Billing 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.

  We registered for this vision insurance in January 2022 for a 12 month plan. The plan does not meet our needs and we no longer need it. The plan automatically renewed after 12 months, even though we did not authorize the renewal. I did not realize it renewed and was withdrawing from my account until 5/18/2023. I notified the company that we did not need the insurance, it did not meet our needs, and we wanted to cancel it. I was told that it could not be cancelled before the plan ended on 2/2024. I told them I did not authorize a renewal and no longer wanted it. I was told that I could ask for it to be cancelled early, but was most likely not going to happen. I did email stating I wanted it cancelled immediately, and they cancelled the plan beginning 2/2024. I want the plan cancelled NOW an no more withdrawals from my account starting today 5/19/2023.

  Business Response

  Date: 05/26/2023

  Please see the attached response.

• Initial Complaint

  Date:05/10/2023

  Type:Order 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 bought this vision insurance plan almost 3 years ago and paying $58 per month for the past 3 years. Just this year in Feb-march I started using the plan for our eyeglass prescription for the first time. I decided to cancel this insurance since my job is now offering a vision plan which is a lot cheaper than $58 per month. The insurance company is telling me my plan is a yearly plan although I am paying monthly therefore they will not cancel my plan until March of ****! They are telling me I have to pay $58 per month for another year until they are able to cancel my insurance??I was never told the plan is a yearly commitment. The only reason I found out it was renewed automatically when I received an email in mid-April thanking me for being a member for another year! I do not think it is fair to be forced to pay this monthly payment. I used the insurance only one time during this 3 year membership and now they are forcing me to pay the remainder for the whole year!

  Business Response

  Date: 05/19/2023

  Please see the attached response.  Thank you.