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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:01/06/2023

      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 am/was a client of VSP vision insurance. Initially, I was with one plan but as of August 2022, I switched over to an individual plan under VSP. I notified VSP in June concerning the switch meaning the premiums that were being deducted under the old plan should cease as of the end of July, so, the new plan would kick in August 1st. However, the premium deductions continued under the old plan, while I was also paying for the new plan. After several attempts to stop the old plan deductions which, consequently, didn't stop until November (December's premium). After speaking with at least four supervisors over the course of almost five months, I was assured that I would be reimbursed for the premiums. In October, I was told I should receive a check in November, then I was told they didn't approve the reimbursement until mid November so, a check should come around the end of November. The first week of December I was told it takes a while to process and I should have it at least mid December. During the week of December 25th (on December 27th) I was told the check was sent out in November and now they need to find out what happened to the check. On December the 28th they said the check had not be sent out, so, they were going to overnight the check, I still have not received the check. This ordeal has been very frustrating to say the least.

      Business Response

      Date: 01/17/2023

      Hello,

       

      Please see attached response.

       

      Thank you,

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

      Customer Answer

      Date: 01/18/2023

      I am rejecting this response because: I do not agree with the time line in which I was reimbursed.  This original request was put in in June 2022 to stop the premiums. I have spoke with numerous people over the the course of four months.  I finally received my check in ******* but not before filling this complaint against them.  My advise to this company is to be honest.  As the saying goes honesty is the best policy.

      Business Response

      Date: 01/26/2023

      Good afternoon ****************,

      Please see additional response and let us know if there are any questions.

       

      Thanks,

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

      Customer Answer

      Date: 02/03/2023

       
      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:01/05/2023

      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 called 4 times to cancel my vision plan during the December month when open season is. I called 2 more times to make sure it was done, which they assured me it would NOT RENEW! This company is still taking money from my account 2 months later! I believe they are doing this to seniors with fixed incomes to see if they notice or not! Its ridiculous that I or my daughter have to keep calling to cancel during the assigned times, then get lied to and it still was NOT CANCELED. I'm on a fixed income and even $12 is too much for VSP to be stealing!

      Business Response

      Date: 01/17/2023

      I apologize for the delay in responding.

    • Initial Complaint

      Date:12/31/2022

      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.
      VSP is my vision insurance provider. The policy covers eyeglass lenses and frames (up to a dollar threshold) biannually and lenses annually. In 2020, I was eligible for frames (and I used my lense benefit on an existing part of frames). I purchased frames with non-prescription polycarbonate lenses from eyeglasses.com and took them to an in-network provider to have prescription lenses installed. I filed a claim with VSP for the cost of the frames ($110) and paid the cost of the lenses out-of-pocket ($371.75). I filed a claim with VSP for the frames. They somehow decided that the non-prescription lenses counted as lenses for the purposes of my benefit, and that the value of those lenses -- non-prescription polycarbonate lenses -- should be valued at half the cost that I paid. In lieu of the $110 claim that I filed for the frames, they denied the $55 "claim" for the lenses -- a claim I did not make, and approved a $55 reimbursement for the frames. Worse still, I was never notified that the claim was processed nor received the smaller refund. When I went to submit a claim in 2022, I noticed that the claim had been processed. I have tried reaching VSP by phone multiple times, and as I type this, I have been on hold waiting for an agent for 51 minutes. I would like to (a) be reimbursed for my claim and (b) given that drugstore glasses with prescription(!) polycarbonate frames cost less than $10, I think that reimbursement should be no less than $100 -- the $110 cost of the frames minus the fair market value for non-prescription polycarbonate lenses.

      Business Response

      Date: 01/10/2023

      Please see attached response.

       

      Cyrin Macero

      VSP Complaints & Grievances

      Customer Answer

      Date: 01/14/2023

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

      Better Business Bureau 


      Re. Complaint # ******** 


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


      I have reviewed the response from VSP and find their proposal acceptable, but with the following caveats:

      1. Since I never received the $55 reimbursement in December 2020 hence my complaint in 2022, I request that a check for the full amount of $110 be mailed to the address listed in my profile at vsp.com, Member Details > My Account > Personal Information. I confirmed on January 14, 2022 that this is a correct mailing address.


      1. In addition to the reimbursement, I would like a written copy of the ****************** current processing polices sent to my mailing address. Policies like the one discussed in VSPs response assuming lenses and frames are of equal value when the cost is bundled, could dramatically affect the decisions of consumers like me. Without this document, VSP offers policyholders little transparency into how it handles some claims. 


      1. For the ongoing benefit of other VSP customers, I request that a copy of the ***************** current processing polices be made available via vsp.com. I have confirmed that searches for terms like policy and policies yield no such document. And the following pages appear to include no apparent links to the requested information, 

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

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

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

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

      *******************************************/benefits-coverage

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

      ********************************************/terms-and-conditions

      ********************************************/patient-rights

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


      Also, I want you to know that I appreciate your time and effort, and the service that the Better Business Bureau provides to consumers across the country. 


      Respectfully, 

      WJR


    • Initial Complaint

      Date:12/29/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I no longer require my VSP Plan NCC42824702. I have made numerous attempts to cancel and the company is ignoring my requests. An employee of the company explained that this is a common practice in the company. I would like your help, please. Can you contact VSP and request the cancelation of my plan effective immediately?I am hoping to receive confirmation of the cancelation.

      Business Response

      Date: 12/30/2022

      December 30, 2022


      *************************
      Better Business Bureau serving Northeast **********
      Via BBB Online Portal
      Complaint ID: ********

      Dear Dispute Resolution Department:

      I am writing in response to a grievance that VSPs Complaint & Grievances Team received on December 29, 2022 regarding the member listed below.

      Member Name: ***************************************
      ID Number: ***********

      Our records show Mr. *************** VSP plan though Individual Plan ******** with Member Only coverage became effective on November 1, 2021.

      We also received a grievance from ******************************** on December 29, 2022 regarding the request to cancel his VSP plan.

      Mr. *************** plan has been cancelled effective November 1, 2022. He is also being refunded for the three premium payments of $12.94 that were charged to his credit card for the premiums for the new benefit frequency. The refund should be posted back to his bank account within **** business days, depending on the processing time for his financial institution.

      I have included a copy of the VSP resolution letter being sent to ******************************** via email.

      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:12/28/2022

      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.
      VSP has stolen my benefits twice in the last year. I went for a eye exam yesterday and was told I wasn't eligible. I knew I didn't have a eye exam this year. I called vsp and they said oh it's a glitch in our system and if the doctors office contacts us we can fix it in our system to approve the exam.. I had to take off work for this appointment yesterday and I can't take off work this soon again. So VSP gets to keep the fees i paid all year then deny me benefits when I try to use it. Unfortunately alot of us don't have the option to use another insurance because this is thru our employer.

      Business Response

      Date: 01/04/2023

      VSP Response to case ********

    • Initial Complaint

      Date:12/23/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I cancelled my renewal for 2023. I got a confirmation email that the renewal was cancelled. However, the cancellation was never reflected in my online account. Many email requests for information were ignored. My premium was still charged to my bank account.

      Business Response

      Date: 12/29/2022

      December 29, 2022


      *************************
      Better Business Bureau serving ********************
      Via BBB Online Portal
      Complaint ID: ********

      Dear Dispute Resolution Department:

      I am writing in response to a grievance that VSPs Complaint & Grievances Team received on December 23, 2022 regarding the member listed below.

      Member Name: ***********************************

      Our records show ************************** has an active VSP plan through Individual Plan ******* Via Benefits with effective dates from January 1, 2014 through January 1, 2023.

      We also received a grievance from ************************** on December 18, 2022 regarding the request to cancel his VSP plan.

      Mr. ************ plan has been cancelled effective January 1,2023. He is also being refunded in the amount of $134.40 to the saved payment account on file for the 2023 premium payment that was deducted. The refund should be posted back to his bank account within **** business days, depending on the processing time for his financial institution.

      I have included a copy of the VSP resolution letter being sent to ************************** via email.

      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:12/22/2022

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      They took out funds for automatic renewal a full two (2) weeks prior to plan ending. I requested to cancel & asked for a full refund. They refuse to give me my refund until the plan ends on January 1, 2023, stating it's because I used their service, which I paid for! Because they won't refund my money now, I have bills that I can't pay & was charged a NSF fee!

      Business Response

      Date: 12/27/2022

      Please see attached VSP response. 

      Customer Answer

      Date: 12/28/2022

      I am rejecting this response because: They removed funds two (2) weeks prior to plan renewal and return of refund is an unacceptable time. I am still having to wait for my refund & they get to collect interest on this amount!  I request an additional $1,000.00 to cover fees & lost interest incurred by this action taken by VSP, in addition to the original refund amount of $174.48, for a total of 1,174.48. 

    • Initial Complaint

      Date:12/22/2022

      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.
      Vsp does not want to provide full reimbursement on a out of network claim over my frame allowance (200$). They are stating the out of network reimbursement is 70$. Theres nowhere written that the coverage for out of network claims are capped at 70$, and not at the 200$ allowance stated. I want the reimbursement for the remaining value of $134.27

      Business Response

      Date: 12/30/2022

      Good afternoon ****************,

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

       

      Thank you,

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

      Complaints & Grievances

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

    • Initial Complaint

      Date:12/20/2022

      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 have a ******* ************* plan member number XJP3839007 and the vision portion is administered by VSP/IMED.I last spoke with a manag er *********** he tells me Florida Blue is supposed to provide me with an outline of the coverage at the beginning of the year, which they did not. Additionally, they are to provide me with the vision EOBs. That makes no sense when they are paying them. Florida Blue is not monitoring VSP because the claims turn around is in excess of six weeks and they wont give me an answer how long it takes. They say they have only received one claim when there were two in the same envelope. I have mailed 3 others the postal service does not lose that much mail. I am trying to find out where I can submit the claims by certified mail and they will be processed correctly and timely. I think Florida Blue should be insisting that VSP move the account to an office better equipped to handle the account

      Business Response

      Date: 12/20/2022

      Attached is VSP's response to Complaint #********. Please contact me with any questions.

      *******************
      Complaints and Grievances
      ************

      Customer Answer

      Date: 12/21/2022

      I am rejecting this response because:

       

      This has nothing to do with my prior ******* coverage.  My Florida Blue coverage clearly shows this is coverage through VSP and iMed is a dvision located in *****,


      Business Response

      Date: 12/22/2022

      Attached is VSP's follow up to Complaint #********. Please contact me with any questions.

      *******************
      Complaints and Grievances
      ************

      Customer Answer

      Date: 12/24/2022

      I am rejecting this response because: iMed is owned by VSP and it shows that right on their clim form.  That is the reason I filed a complaint with VSP.  The complaint remains unresolved.

      Business Response

      Date: 12/29/2022

      VSP has reviewed the information provided in our last response and all information provided is accurate. VSP also does not own "iMed" or EyeMed. Based on our research, we have determined that ****************** insurance carrier is iCare and they can be reached at ************ for his coverage through Florida ************** No further assistance can be provided by VSP as ************** is not a current VSP member. VSP will provide any assistance for inquiries related to coverage that was active through ******* from January 1, 2018, through December 31, 2021, as previously advised in our response on December 20, 2022. 

    • Initial Complaint

      Date:12/16/2022

      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 did purchase VSP Vision insurance and basically it does not cover many things so I decided to cancel my Vision insurance but I was informed that I can not cancel my insurance and I have to pay for the whole year until Sept 2023. I am requesting to cancel my Vision insurance and not to pay for additional 78 months. Thank you

      Business Response

      Date: 12/19/2022

      Attached is VSP's response to Complaint #********. Please contact me with any questions.

      *******************
      Complaints and Grievances
      ************

      Customer Answer

      Date: 12/19/2022

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

    Vision Service Plan is NOT a BBB Accredited Business.

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