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

  PO Box 997100 Sacramento, CA 95899-7100

• 

  Vision Service Plan

  PO Box 385018 Birmingham, AL 35238-5018

• 

  Vision Service Plan

  Honolulu, HI 96813-3429

• 

  Vision Service Plan

  VSP Global 3333 Quality Drive, MS-163 Rancho Cordova, CA 95670

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:05/06/2023

  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 have made multiple requests to cancel a policy. I tried to cancel over the phone. The deadline to cancel over the phone was Sunday 4/30 but the call center isnt open on Sunday. So first thing Monday, May 1 I called to cancel. I was instructed to email which I did. Ive emailed 3 times since 5/1 and have gotten no response.

  Business Response

  Date: 05/18/2023

  Attached is VSP's response to BBB Complaint ID ********. If you have an questions, please send them to ********************************* and reference our internal case number 14760582. 

  Thank you,

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

  Complaints and Grievances

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

• Initial Complaint

  Date:05/05/2023

  Type:Customer Service 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 got the Vision Plan from VSP. They put me on Automatic Billing. I called to cancel the auto bill and they REFUSE! It was auto renewal. I requested to cancel this policy for MONTHS. The people that pick up the phone are unable to do anything! So frustrating. They said they will continue to take my money for one year. Terrible.

  Business Response

  Date: 05/11/2023

  May 11,2022
  
  
  Dispute Resolution Department
  Better Business Bureau (BBB)
  Via BBB Online Portal
  
  
  Member Name: *********************
  BBB Case ID Number: ********
  
  Dear Dispute Resolution Department:
  
  I am writing regarding a grievance dated May 5, 2023 that was forwarded to VSPs Complaints and Grievance Unit from the Better Business Bureau (BBB) regarding *****s request to be disenrolled from the automatic payment for her VSP Individual Plan premium.
  
  On behalf of our organization, we sincerely apologize for any inconvenience ***** experienced because of this situation. At VSP, we pride ourselves in providing world class customer **********************. In situations where this has not occurred, we take it very seriously. I have documented *****s concerns.
  
  Our records show that *****s VSP Individual Plan with Member Only coverage was active as of December 1, 2021. VSP Individual Vision Plan enrollment requires members to select automated annually or monthly installments.
  
  I am sorry to hear that ***** wishes to discontinue her ****. As for the cancellation process, the Terms & Conditions of your **** state that cancellation requests must be made within ********************************* renewal date December 1, 2023, and that the benefits must be unused.
  
  As a goodwill gesture, VSP Individual Plans made an exception to cancel ***** **** as of February 28, 2023 and refunded her three months of premiums. Three payments of $10.10 will be returned to the card we have on file. Please allow up to 10 business days for the refunds to show on *****s 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.
  
  
  Dispute Resolution Department
  May 11,2023
  Page Two
  
  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 5:30 a.m. to 2:00 p.m., Pacific Time.
  
  Sincerely,
  
  **************
  Complaint & Grievances
  PPI/CEC Operational Compliance Team
  Case # ********
  
  
  

• Initial Complaint

  Date:04/11/2023

  Type:Order 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.

  Vision Service Plan (VSP--vision insurance provider) only reimbursed me $15 for a $155 ($145 for glasses, and a $10 vision exam co-pay) amount I paid out of pocket. On 3/30/2023 I spoke with a supervisor, I believe named ********, whom advised me she would have a $100 reimbursement check mailed to me, due to my [active] vision coverage/insurance through them covering up to $70 for glass frame reimbursement, and up to $30 for lens reimbursement. To this point (4/11/2023) I have received a check for only $15, which is completely against what I was informed over the phone with a supervisor. This supervisor/manager confirmed numerous times a $100 check would be issued to me. This Customer Complaint Number for this call was ********. I have since received a letter in the mail that my claim (Claim # ***********) has been denied with the provider used for my vision exam, ******************** with ************** Services. I paid my $10 copay with ************************ office, and they billed $78 to VSP. VSP's letter advises, "Amount Not Covered - $78.00."They requested an Explanation of Benefits from my primary insurance carrier, but this is irrelevant. I pay for this vision care for vision-related coverage. They are denying covering this service, and I also have not received the $100 promised check from VSP's management.

  Business Response

  Date: 04/19/2023

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

  Customer Answer

  Date: 04/19/2023

   
  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, as long as I do receive the promised $100 reimbursement check within their promised **** days, and as long as ************** has received and accepted VSPs payment for the services provided.

  Thank you,

  *********************;

  
  

• Initial Complaint

  Date:04/05/2023

  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.

  I remarried in 2022, and became a spouse plan member on my husbands plan in January 2023.I called in February to cancel my Individual policy and was told that I had to wait until 30 days before my renewal date of May 1, 2023. That didnt make sense since I was covered on my husbands plan.So, I called back on March 27, 2023 and spoke to *** @ 10:15am, who confirmed that I was on 2 plans, my husbands and my Individual plan. I asked to cancel my Individual plan and *** transferred me to ***** who I spoke with @ 10:17am on March 27, 2023. ***** went through the steps to cancel my Individual plan and stated I would receive a confirmation email in 3-5 business days stating the cancellation of my Individual plan and the amount I would be refunded for making payments in January, February, and March. As of today (April 6, 2023) I have NOT receive that confirmation email regarding canceling my Individual plan.When I called to speak to someone about it, and spent 5 minutes going through the computer maze to actually speak to someone, I was told by 1 gentleman that I needed to be transferred to a different ***** and was given the 800 number in cause of disconnection. After, being transferred and going through the computer phone maze AGAIN, I spoke with ****, who after explaining the reason for my call, stated I needed to be transferred to a different ***** AGAIN!!!!This is TOTALLY ridiculous!!!! All to confirm my Individual policy has been cancelled and that I will be refunded $33.60. It is NOT only the point of the cancellation confirmation and refund, but the fact of the run around reached from this business. I want to receive a confirmation letter/email that my Individual policy is canceled, and I want my money ($33.60) refunded ASAP!!!! Before VSP takes more money from me.

  Business Response

  Date: 04/10/2023

  Please see the attached response.

  Customer Answer

  Date: 04/11/2023

   
  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.

  I appreciate the refund from VSP, especially since I was informed by a VSP Rep ******* that I would receive a refund.

  I am in receipt of a letter from VSP (April 10, 2023 via email) stating my refund would be received within 30 days, and I will be looking for that refund on my **** credit card.

  It is a shame that the VSP Reps do not have the correct information to give their customers/clients as this resulted in me getting conflicting information and causing me to contact the BBB in the first place.  

  Hopefully, this situation will result in a positive for VSP to insure their Reps, give out correct information to the customers/clients.

  I have noted my calendar to the deadline of receiving the stated Refund.  Should the refund NOT be received within the 30 day time period I will be contacting BBB again.

   

  Thank you BBB for your help in this matter.

  
  

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/17/2023 - Issue with Provider Benefits access Name:************************* PO Box **** *********, ** ***** Group# ******** Issue: I have called and called and have not been able to get status of my current claim or my Ordered glasses through THERE provider or shall we say them since VSP owns Eyeconic the hardware provider. You would think that is a monopoly but anyways..... I dont understand why VSP does not train there reps on what to do and how to get information to there customers. The sad part is a could have taken my RX and went to another online vendor WITHOUT insurance for the SAME Cost. Whats the point for insurance??? and the weekly premium out of my check...Smelling a scam here really in your business model. Saving millions........wrongly! They least thing you can do since your scamming the patients is at least do your jobs and in a timely manner. I should get a massive discount for this ******ed ******* I have been dealing with. The question is WHY?

  Business Response

  Date: 04/04/2023

  Attached is VSP's response letter to a member grievance received. 

• Initial Complaint

  Date:03/22/2023

  Type:Customer Service 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.

  Before I made an appointment and purchased glasses, I was told I can send out of network bills to vsp online or through the mail from someone with access to my information and account at Vsp.I tried online and there was no link. I then contacted customer ********************** and was told I have to do it via mail, they would email me a form to print out. I never got the email. Then I called back and they told me I had no way to file for any reimbursement due to my plan. Even though I was told by multiple people that I could through their customer **********************.

  Business Response

  Date: 03/30/2023

  Good morning,

  Please see attached response and contact us at ********************************* for any questions. 

   

  Cyrin Macero
  Complaints & Grievances
  PPI/CEC Operational Compliance Team

• Initial Complaint

  Date:03/21/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  VSP overcharged me for care. I had an eye exam Dec-***** and was provided trial contacts. Two boxes of contacts were ordered for $118. Within an hour, I returned to Wal-mart optical because I couldnt properly see, and they canceled the contact order. I returned Dec-***** for another exam and they ordered 2 different boxes of contacts for $156. My annual contact benefit is $200.I received a bill for $74 on Mar-21-23. I called VSP and they explained 2 different orders of contacts had been processed; one was for $118 and another for $156. When I explained I never received the first order and it had been canceled, they instructed me to call Wal-mart. Wal-mart explained they canceled and credited the $118 order back to VSP. VSP needs to reverse that claim and resubmit the $156 to Wal-mart for me to receive the $200 benefit.VSP - please reverse the $118 claim, resubmit the claim for $156, and make the $74 bill go away.

• Initial Complaint

  Date:03/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wish to terminate the Vision Plan that I purchased. VSP make it so difficult for me to cancel and I am being charged on a recurring basis through my Discover Credit Card. I have not been able to cancel this plan despite repeated calls to the number provided. You are put on hold for hours or directed to a machine. You cannot get anyone to talk to. And the plan will renew automatically. No way to stop.

  Business Response

  Date: 03/28/2023

  March 28, 2023
  
  
  Customer Relations Representative
  ********************************************* Serving Northeast **********
  Via BBB Online Portal
  
  
  Member Name: ***************
  BBB Case ID Number: ********
  
  Dear Customer Relations Representative:
  
  I am writing regarding a grievance dated December 30, 2022 that was forwarded to VSPs Complaints and Grievance Unit from the Better Business Bureau (BBB) regarding ************ difficulty logging into his vsp.com account and contacting us to cancel the VSP Individual Plan.
  
  VSPs Complaints and Grievances Unit received an online grievance form from ********** regarding the same concerns on March 2, 2023. I will also be sending a letter to ********** with this information.
  
  On behalf of our organization, we sincerely apologize for any inconvenience ********** experienced because of this situation.
  
  The VSP ************************** is experiencing high-call volumes as we assist members in using their 2023 vision benefits.Now, and throughout the year, we seek to increase efficiency in our call centers to create a positive member experience, but some members may still experience a delay when calling VSP. This may include times we are not able to assist all calls with live service. Our intention is to provide the highest level of service to all our customers, and we again apologize for the inconvenience.
  
  Our records show that ************ VSP Individual Plan through Healthy Vision Association with Member Only coverage was active as of May 1, 2022.
  
  Our records indicate that ********** has used his routine eye exam benefits at Visionworks on May 17,2022. Since benefits have been used, ********** is contracted for a full year and payments would be required. ********** can cancel his plan upon the renewal date of May 1, 2023.
  
  As a goodwill gesture, VSP Individual Plans made an exception to cancel ************ plan as of March 31, 2023 and refunded him one month of premium. A payment of $31.43 will be returned to the card we have on file. Please allow up to 10 business days for the refunds to show on ************ account.
  
  
  Customer Relations Representative
  March 28, 2023
  Page Two
  
  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 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 5:30 a.m. to 2:00 p.m., Pacific Time.
  
  Sincerely,
  
  **************
  Complaint & Grievances
  PPI/CEC Operational Compliance Team
  Case # ********
  
  
  

• Initial Complaint

  Date:03/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an insurance plan through VSP for lenses and frames. I checked my benefits online before buying frames and lenses from a provider. My out of network benefits are not available online. Two customer ********************** reps confirmed on the phone that out of network benefits are not available unless requested over the phone. After buying the frames/lenses, I got a ***** reimbursement not even close to the base in-network benefits. However, if the information was made available to me online I would have been better informed not to make the purchase that I made.

  Business Response

  Date: 03/27/2023

  March 27, 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 March 16, 2023 that was forwarded to VSPs Complaints and Grievances Unit from the Better Business Bureau (BBB) serving ******************** regarding ********************** disappointment that vsp.com does not list his out of network benefits and his reimbursement for glasses.
  
  VSPs Complaints and Grievances Unit received an online grievance form from ******************** regarding the same concerns on March 20, 2023.
  
  On behalf of our organization, we sincerely apologize for any inconvenience ******************** experienced because of this situation.
  
  VSP administers your vision care plan for ************************** ********************** group is responsible for establishing the benefits (such as copays, allowances and frequency) for their covered members.
  
  Our mission is to provide our member with access to the best vision care, while helping them maximize the benefits. A recent VSP study showed that two-thirds of our members who went out-of-network werent aware that they saw a non-VSP provider. So, weve changed how we provide our member with out-of-network coverage information to ensure that they are well informed about their coverage with VSP network doctors and participating retail chains,versus non-VSP providers. Out-of-network information details are available in member materials such as Evidence of Coverage documents or by contacting Member Services at **************. This allows VSP to communicate OON eligibility and coverage information directly with VSP members, so they can make an informed decision about how to get the most value out of their benefits.
  
  There are many advantages to obtaining services through a VSP provider including our satisfaction guarantee. We want to make sure our members fully understand their benefits, monetary and otherwise, they lose by choosing a non-VSP provider. Also, if there is a problem with the glasses or contact lenses at a non-VSP provider, VSP cannot intervene on members
  
  Customer Relations Representative
  March 27, 2023
  Page Two
  
  behalf to rectify the issue. If our members have any problems in a VSP office, we can guarantee our members satisfaction and step in,if necessary, to correct any problems to make the situation right.
  
  Our records show that ******************** spoke with Customer ********************** Representative ****************** on March 16, 2023 who apologized and provided the correct information above.
  
  VSP received ********************** single vision lenses and frame claim from Optical Shop ********, a non-VSP provider for date of service December 3, 2022. A checking in the amount for $100.00 was mailed out to ******************** on March 3, 2023.
  
  When ******************** choose to receive services from a non-VSP provider, he was reimbursed in accordance with a schedule of allowances established under his plan. There is no assurance that the schedule will be sufficient to pay for the services in full. After a $25.00 material copayment,the schedule of allowance for single vision lenses  is reimbursement up to $30.00 and frame up to $70.00. ********************* claim paid according to plan.
  As goodwill gesture, I have approved a one-time exception for an additional payment for ******************************. A check in the amount for $200.00 will be forthcoming. Please allow 10 business days for processing and mailing time from **********************.
  
  I will be sending a letter to ******************** with the information above. I have also emailed ******************** a Member Benefit Summary that outlines his VSP benefits.
  
  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,
  
  **************
  Complaints and Grievances Unit
  PPI/CEC Operational Compliance Team
  Case # ********
  

• Initial Complaint

  Date:03/16/2023

  Type:Billing 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 called VSP at ************ on March 7, 2023 to cancel my coverage as I no longer wanted it. I spoke to a representative who processed my request and provided me with a confirmation number. She indicated that my coverage would be cancelled immediately and that I would not be charged in the future. On March 15, 2023 a charge of $28.96 was placed against the payment method I had heretofore been using with VSP. I called VSP again on March 15, 2023 to complain about this unauthorized charge and was told that my account had not been canceled. The agent offered to cancel my account but I refused, since I had already canceled it before. I asked to speak to a supervisor and was told that someone would call me back, which never happened. I called my bank to initiate a dispute. I was told that the bank would wait until the charge, which was pending at the time of my call, had gone through before placing a stop payment on it, as i had requested. As of March 16, 2023, the charge has been processed. I feel this maltreatment by VSP is unacceptable and indicative of a lack of ethics and commitment to customer **********************. Additionally, there is no way to remove payment information on the VSP website. They will continue to charge me against my wishes and there's nothing I can do to stop them except have my bank issue a stop payment against any and all future charges from this shady enterprise.

  Business Response

  Date: 03/24/2023

  Please see the attached response.  Thank you.  

  Customer Answer

  Date: 03/27/2023

   
  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. Please see attached pdf, however. It is a copy of an email sent to me by VSP notifying me of pending payments. This was after my coverage was canceled by on March 7, 2023. VSP double billed me for two month's coverage. Fortunately, at my request, my bank reversed these charges and refunded my money. A stop payment order is in place for the next 24 months to prevent VSP from assessing me additional charges for service I canceled back on March 7, 2023. 

  
  

  Thanks to the Better Business Bureau for resolving this dispute. I hope my story helps potential customers of VSP to consider other vendors.