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:12/12/2022

  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.

  Re: VSP Denial of Reimbursement for Out-of-Pocket Payment I received services for prescription lenses at EyeLab on August 27, 2022 (for the plan year 2021-22 ending August 31, 2022). VSP denied payment to the provider (EyeLab); so, I paid $393.00 out-of-pocket. Thereafter, (on September 6, 2022) I filed a claim in the amount of $256.00 for reimbursement for a pair of lenses. After waiting for several weeks and not getting any response, I called VSP on November 8, 2022, and spoke to a VSP employee by the name *****. ***** told me the plan year had been over and as such, I would not be reimbursed. When I informed her that I obtained the service before the end of the service year and that I had already spoken to another VSP representative who told me I had forty-five days after receiving service to be reimbursed, she told me the claim had been denied. I requested to speak with a supervisor, and she hung up on me. I called back immediately and spoke to another representative by the name ******. She told me they had made an error and that she would resubmit the claim for reprocessing. When I did not receive the reimbursement as they promised, I called VSP again on November 28, 2022, and spoke to an employee named ****. The story from her was that they already sent the payment to EyeLab (the service provider). Somehow, they forgot that they had told me three different stories prior to now. This is story #4 and all four of them are different. I am attaching two different Vision Benefits Statements (the one dated October 17, 2022, and the other dated November 17, 2022) and a letter dated November 28, 2022. I am also including the receipt of out-of-pocket expense that I incurred to fill my prescription. Why is VSP refusing to pay this claim? The claim I am making is legitimate, and I would like an independent arbiter to investigate the matter for me.Sincerely,******* Ijiyera ******************* **************

  Business Response

  Date: 12/21/2022

  December 21, 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 12, 2022 regarding the member listed below.
  
  Member Name: **********************
  
  Mr. ******* has an active VSP plan through Tomball ISD with Member + Children coverage. His current plan became effective on September 1,2022; however, he has had a VSP plan through Tomball ISD since September 1,2020.
  
  There was a plan change that took effect September 2022 that changed the plan from having ***************** Plus to Essential ***************** This is the reason for the change of effective dates. All other plan information remained the same and past services carried over.
  
  His plan allows coverage for exam and lens services once every 12 months and a new frame once every 24 months based on a service year. As an alternative, a patient may obtain elective contact lenses instead of lens and frame, but not both services in the same eligibility period.
  
  VSP received a claim on September 6, 2022 from My Eye Lab, a non-VSP provider, for glasses purchased by Mr. ******* on August 27, 2022. This claim was denied in error due to the plan change.
  
  The denied claim was reprocessed and a payment in the amount of $50.00 was mailed to My Eye Lab on November 9, 2022. Mr. ******* should contact My Eye Lab directly if he has questions regarding his payment and the allocation of his benefit. This office is not a VSP provider; therefore, we cannot vouch for the experience and quality of services received from this office. We are also not able to intervene on the members behalf when a non-VSP provider is used.
  
  The claim was paid in accordance with the schedule of allowances for services received from a non-VSP provider established by his group. Please note, he was eligible for lenses only on the August 27, 2022 date of service so there was no payment issued for the frame purchase.
  
  I have included a copy of the Vision Benefit Statement showing the claim was paid to the provider.
  
  Mr. ******* also submitted for reimbursement for the services;however, VSP denied the request as payment was issued to the provider. There is no additional payment for these services.
  
  Please extend our apology to Mr. ******* for the incorrect information he received. 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 his concerns and will ensure that coaching is provided to the representative.
  
  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 # ********

  Customer Answer

  Date: 12/26/2022

  I am rejecting this response because:

   

  December 26, 2022
  
  *************************
  Better Business Bureau serving ********************
  Via BBB Online Portal           
  Complaint ID: ********
  

  Dear ****************,
  This letter is in response to ***************************** letter regarding the above referenced complaint I had filed against VSP. Respectfully, I reject the response.
  

  First of all, the claim I filed was for the plan year September 1, 2021 through August 31, 2022.So, the change that took effect in my coverage on September 1, 2022 has no bearing on my claim for the previous year.
  

  Secondly, the claim I filed for the services I received on August 27, 2022 was for lenses only. It was not for frames and not for contact lenses. Please reference the Benefit Statement (attached) dated October 17, 2022, in response to that claim.The claim was denied. Reference also, the Benefit Statement dated November 17,2022 filed by the provider (also attached). That claim was denied also.
  Now reference the letter from Vision Care Customer **********************, ************* ************************ dated November 28, 2022, after I had told the representative that I would be filing a complaint against VSP. A copy of the latter is also attached. Suddenly, VSP claimed they paid the provider on November 9, 2022. Why are there all these discrepancies?
  

  And here is the kicker: On December 21, 2022, I went to the EyeLab where I got the lenses and told them what I had heard from VSP about the payment that was sent to them.They denied ever receiving any payment from VSP.
  

  VSP may claim that they offer world class customer **********************. That has not been my experience.Look at the Benefit Statements you generated yourself. Why are all the information not lining up? If of a truth you sent any payments to EyeLab for any part of the services I received On August 27, 2022, send me the proof and I will take it up with EyeLab. EyeLab emphatically denied receiving any payment from VSP.
  Sincerely,
  
  **********************

  
  

  Business Response

  Date: 12/28/2022

  December 28, 2022
  
  
  *************************
  Better Business Bureau serving ********************
  Via BBB Online Portal
  Complaint ID: ********
  
  Dear Dispute Resolution Department:
  
  I am writing in response to the follow-up received on December 27, 2022 for a grievance that VSPs Complaint & Grievances Team received on December 12, 2022 regarding the member listed below.
  
  Member Name: **********************
  
  We are sorry to hear that Mr. ******* was not satisfied with the previous response from VSP regarding the non-VSP provider already being paid for the service.
  
  The provision of Mr. ******** plan gives the option to receive services from a non-VSP provider.? The office may file a claim on a members behalf and receive reimbursement that will be based on a schedule of allowances on the members plan.?These allowances may not be sufficient to cover the services in full.??
  
  I have included a copy of the current Vision Benefit Summary that shows both the in-network and out-of-network coverage for Mr. ******** VSP plan through Tomball ISD.
  
  My Eye Lab filed a claim for the glasses purchased. Claim number ******** was processed on November 9, 2022. Check number ******* in the amount of $50.00 was mailed to My Eye Lab the following business day. The claim was processed in accordance with the schedule of allowances for services received from a non-VSP provider established by Mr. ******** group.
  
  I included the Vision Benefit Statement with the claim payment information with my previous response. Mr. ******* is also able to view Vision Benefit Statements online by doing the following:
  
  Go to www.vsp.com and log in with the User Name and Password
  From My Dashboard, click on Benefits.
  Click on Benefit History.
  Click on Vision Benefit Statement.
  This section will expand to show the claims.
  Click the *** document image to the right of the claim number.
  This will open in a new window. The pop-up blocker may need to be disabled to allow it to open successfully.
  Open or save the downloadable ***.
  
  We care about Mr. ******** experience. Although My Eye Lab has already been paid for the lenses, I have made a one-time exception to also reimburse him the out-of-network allowance for progressive lenses as a goodwill gesture. A check in the amount of $50.00 will be forthcoming within the next 14 business days. Please allow for standard mailing time from **********,**********.
  
  Please feel free to contact me at ************ if you have any other questions. My office hours are Monday through Friday from 5:00 a.m. to 1:30 p.m., Pacific Time.
  
  Sincerely,
  
  
  ***************************
  Complaint & Grievances
  PPI/CEC Operational Compliance Team
  Case # ********

• Initial Complaint

  Date:11/18/2022

  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.

  When attempting to submit a very simple claim for reimbursement for eye glasses VSP makes it nearly impossible. They have a seemingly very simply online form to fill out, attach receipts and submit. I go through the steps of filling out the form and attaching the receipt, but every I attempt is met with an error stating "A problem was encountered processing your request. Please try again. If you are still experiencing a problem, check back at a later time". I have attempted about 20 times over the course of a month to submit. I have tried different browsers and even different computers. Each time I am met with this error code. Ok fine, I'll submit via mail. In order to do that I have to CALL CUSTOMER ********************** for the gd form...they definitely can't make it so you can just find their form online. Nope. I believe VSP is intentionally making it extremely difficult to get reimbursed. I don't know if this is complaint worthy, but mostly people would give up. And I believe that is their intention. It is INFURIATING. Something should be done.

  Business Response

  Date: 11/23/2022

  November 23, 2022
  
  
  Dispute Resolution Department
  Better Business Bureau Serving ********************
  Via BBB Online Portal
  Complaint # ********
  
  Dear *************************:
  
  I am writing in response to a grievance that VSPs Complaint & Grievances Team received on November 18, 2022 regarding the member listed below.
  
  Member Name: *******************************
  Member ID Number: ***********
  
  Our records indicate ********************** is a dependent of *************************** on an active VSP plan through The *************************** of America with Member + 1 coverage that became effective on January 26, 2022.
  
  On behalf of our entire organization, please extend our apology for any inconvenience that this may have caused *********************** 
  
  Every effort is being made to ensure this site is accessible to all users whether they use graphical browsers, text browsers or assistive technologies. At this time, www.vsp.com is compatible with the following browsers: Firefox 30 and above. Chrome 30 and above and Safari 6.2 and above.
  
  JavaScript and Cookies should be enabled. For optimized viewing, screen resolution should be 1024x768 and have Flash 9.0 or above.  This information can be viewed by clicking About This Site at the bottom of www.vsp.com.
  
  I am sorry to hear that ********************** was unable to submit a claim electronically. To upload receipts, the following is required:
  3 attachment file limit
  5MB per file size limit
  File types allowed are: BMP, JPEG, JPG, GIF, PNG, TIFF, TIF and PDF
  
  After the claim form has been filled out on www.vsp.com, there is an option for members to either upload their receipt and submit the claim online or to print the completed claim form to mail in with a copy of the itemized receipt.
  
  ********************** was emailed a claim form to fill out and mail in; however, I would be happy to review her claim for payment. To do so, I will need the itemized receipt faxed to my attention at ************** or scanned and emailed to me at ********************************** It is important that ********************* also provides her current mailing address and references the VSP case number listed at the end of this letter if she would like for me to assist with submitting her claim.
  
  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:11/14/2022

  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.

  Trying to submit for out-of-network reimbursement for a pair of frames. The online submission portal does not work (I have tried to submit 11 times over the past 2 weeks and receive an error message each time). I called customer ********************** and was told that this is a common complaint (that the site does not allow submissions) but her supervisor told her that she should troubleshoot with me. This seemed like a waste of time as it is not user error that is the problem here. She finally told me that I could fax in the receipt which I did on 11/7. I was promised that she would call me when she received the fax but it has now been a week and I have not received a call. I sent an email late last week asking about the status of my claim and did not receive a reply. This morning I called again to follow up and have been transferred to 3 separate representatives. I am now 40 minutes into this phone call and it seems to not be going anywhere. Obviously the 3 hours of my time total that I have spent trying to get $130 reimbursed is not worth it. This system seems designed for people to just give up. I am not giving up.

  Business Response

  Date: 11/15/2022

  Please see attached response. Thanks

  Customer Answer

  Date: 11/15/2022

   
  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.
  
  

• Initial Complaint

  Date:11/10/2022

  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.

  VSP is my vision insurance provider. I have an annual allowance for contact lenses. I purchased contact lenses through an out-of-network online retailer (kits.com) on 11/8/2022 after comparing prices. The retailer in VSP's network (eyeconic.com) charges significantly more for the same products ($271.96 vs $175.10). VSP makes it easy to purchase from eyeconic.com by deducting the customer's allowance directly at checkout. Since I purchased from kits.com, VSP requires that I file a claim. When I attempted to file the claim on VSP's website, I received error messages 3 days in a row. I called VSP customer ********************** and was told that in order to receive my reimbursement, they would need to email me a reimbursement form (which was not readily available on their website for download). I must print, fill out, and mail/fax the form back along with the receipt. I explained to the customer ********************** rep that I don't own a printer nor a fax machine. I'd have to go to ***** or the library. This level of time commitment just to get reimbursed presents a barrier for consumers who might not own a car or who need to work multiple jobs. I believe VSP is erecting barriers to make it challenging for consumers to shop out-of-network retailers by making it difficult to receive reimbursement should we chose to shop elsewhere. After 30 minutes of back and forth with customer **********************, she filed my claim via email. She tells me her supervisor wished to inform me that they were doing me a favor, and that in the future, I would need to print or fax reimbursement claims. I am filing this complaint because I believe VSP is engaged in anti-consumer behavior by failing to maintain online filing functionality for reimbursement/claims and failing to have a reimbursement form readily available to download and email back to them. They are doing this in order to dissuade consumers from shopping outside of their network, which charges consumers more than their competitors.

  Business Response

  Date: 11/15/2022

  Please see attached response to the grievance. Thank you. 

  Customer Answer

  Date: 11/16/2022

   
  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.
  
  

• Initial Complaint

  Date:11/04/2022

  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.

  The VSP website is highly misleading about what in-network benefits cover vs. what out of network benefits cover. There is a lot of information about in-network providers and the varying coverage at preferred in-network vs. regular in-network providers, but only a small paragraph noting that you may need to submit a claim for partial reimbursement if you use out-of-network providers. I understood that paragraph to mean that instead of my provider submitting the claim, I would need to submit it, not that my coverage would be different, since my coverage through VSP is not 100% anyway. I would be receiving partial reimbursement in-network or out-of-network. The website appears to be deliberately misleading. When you call to ask a question or request assistance to find where information is stated, the representatives can only direct you to the vague paragraph stating that you may need to submit a claim if you use an out of network provider. I used my in-network eye doctor for my exam and in-*********** doctors prescription to purchase glasses and frames from an out of network manufacturer based on the statement that full coverage is provided when visiting a VSP in-network provider. I go to ****** for my vision needs. I got to one section, visit a certain desk with people in ************ am seen by the doctor, and then I walk out of the doctors office into the ****** market and buy my glasses at a different counter.I assumed it would be the same when I purchased my glasses from a provider who was out of network since I was using a prescription from an in-network provider.

  Business Response

  Date: 11/14/2022

  November 14, 2022
  
  
  Dispute Resolution Department
  Better Business Bureau serving ********************
  Via BBB Online Portal
  Case ID #: ********
  
  Dear *************************:
  
  I am writing in response to a grievance that VSPs Complaint & Grievances Team received on November 4, 2022 regarding the member listed below.
  
  Member Name: *********************************
  
  On behalf of our organization, please extend our apology to ********************** for any inconvenience this situation has caused.
  
  Our records show ********************** has an active VSP plan through Center for Autism & ********************** with Member Only coverage that became effective on November 1, 2016.
  
  We received a request for reimbursement on October 27, 2022 for a frame purchased on October 10, 2022 from GlassesUSA.com, a non-VSP provider.The claim was processed on October 29, 2022 and a check in the amount of $70.00 was mailed to ********************** the following business day. The claim was reimbursed in accordance with the schedule of allowances for services received from a non-VSP provider established by her group.
  
  ********************** also contacted VSP Member Services on November 4, 2022 regarding the same grievance and spoke to ******************, a supervisor.******* advises ********************** that she had submitted claims in past years and the maximum allowed amount for the services received from a non-VSP provider were listed on the claims and paid accordingly.
  
  ********************** was advised that 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 you with out-of-network coverage information to ensure that our members are well informed about your 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 out-of-network 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.  
  
  Heres how her ************* at a non-VSP provider after the exam copay of $10.00 and the materials copay of $25.00 is applied, her plan reimburses up to the following amounts: 
  
  exam = up to $45.00
  single vision lenses = up to $30.00
  bifocal/progressive lenses = up to $50.00
  trifocal lenses = up to $65.00
  frame = up to $70.00
  or
  contact lens services and contact lenses = up to $105.00
  
  ******* has tried to follow-up with ********************** via phone and left messages on November 5, 2022 and November 7, 2022. ******* has also sent a letter to her via mail on November 5, 2022 requesting a call back. ********************* has not reached back out to ******* so that VSP can provide a resolution to her directly.
  
  As a goodwill gesture, VSP has made a one-time exception to issue an additional payment to **********************. A check in the amount of $130.00 will be forthcoming within the next 14 business days. Please advise ********************* to allow for standard mailing time from **********, **********.
  
  Please feel free to contact me at ************ if you have any other questions. My office hours are Monday through Friday from 5:00 a.m. to 1:30 p.m., Pacific Time.
  
  Sincerely,
  
  
  ***************************
  Complaint & Grievances
  PPI/CEC Operational Compliance Team
  Case # ********

• Initial Complaint

  Date:10/23/2022

  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.

  Transaction occurred 5/17/2022. We were told the insurance would cover at ******* which is where we originally go. By the time that we found out it was out of network, the doctors that they actually cover were booked up until way after the policy ends. They refuse to speak to me regarding the cancellation, one lady actually told me that robots handle their cancellation department. That there was literally no one there for me to talk to. I dont care about compensation I just want the policy terminated so I dont have to pay even longer for something we couldnt use. I requested termination months ago and they are taking forever to help me. My family and I live on a single income and cant pay for something useless.

  Business Response

  Date: 10/27/2022

  October 27, 2022
  
  
  Dispute Resolution Department
  Better Business Bureau service ********************
  Via BBB Online Portal
  18302137
  
  Dear Dispute Resolution Department:
  
  I am writing in response to a grievance that VSPs Complaint & Grievances Team received on October 23, 2022 regarding the member listed below.
  
  Member Name:  *********************
  Member ID Number: ***********
  
  Our records show ************ has a VSP plan through Individual Plan ************** with Member Only coverage that became effective May 1, 2022.
  
  We show he ordered glasses on May 9, 2022 from ******************************* does not participate in Mr. ***** plan.
  
  Since benefits have been used, ************ is contracted for a full year and payments would be required until the next renewal date of May 1,2023.
  
  However, as a gesture of goodwill, we have cancelled Mr. ***** plan effective October 1, 2022, and have refunded two premium payments in the amount of $13.77 each back to the payment account on file.
  
  If ************ has any additional questions about her cancellation or status of her refund, they will need to contact our VSP Individual Plan team 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 her.
  
  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:10/19/2022

  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.

  VSP Vision Services is vision insurance that I had a few years ago. I cancelled the account.They have continued to charge me for the last two years with no membership benefits. I am requesting a refund for the last 12 months because I should have filed with the BBB sooner. I have made several requests for help from the business and still have had no help. If I try logging in to their website with my required information, I get a reply that I am not a member.I want a refund for the last 12 months for $183.24 which is $15.27 per month.

  Business Response

  Date: 10/25/2022

  VSP response to ************************* BBB Case number 18245421

   

  Customer Answer

  Date: 10/25/2022

   
  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.
  
  

• Initial Complaint

  Date:09/27/2022

  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.

  In 2019, I took out a vision plan covering myself and my daughter (a family plan). The initial cost was $30 monthly. My daughter was only covered a short time before she was no longer eligible for coverage because she aged out. VSP informed me by mail of the aging out, and dropped my cost to $25 a month, which I thought was the adjustment. I set up payments for an ACH auto monthly payment when I took out the plan and that has remained how my payments are made. I recently recommended VSP to a friend, who told me it was only $13 per month for an individual plan and asked me why I was paying $25 a month, which I told them was the cost. I pulled up my account and became aware that VSP has continued to charge me for the family plan, going all the way back to 2019.I contacted VSP a little over a week ago. The rep agreed I was being overcharged. After enduring a 50 minute phone call of the rep going back and forth putting me on hold, saying she was talking to a manager, trying to figure out what had to be done, etc, I was told a "claim" form was filed, with their "operations" ***** The rep could not tell me how long a resolution would take or even what the resolution would be, or if I would get my money back. To date, I received an email from VSP saying I had "individual" coverage going back to January of 2019. However, I have heard nothing else and have yet to be refunded after being overcharged for coverage my daughter was not even eligible for, for over 3 years!! They have my banking information and I should receive a refund (over $500) immediately! I'm not sure this constitutes the word "fraud" but it sure feels like it to me!

  Business Response

  Date: 10/03/2022

  October 3, 2022
  
  
  Dispute Resolution Department
  ************************* Better Business Bureau serving Northeast **********
  Via BBB Online Portal
  18135788
  
  Dear Dispute Resolution Department:
  
  I am writing in response to a grievance that VSPs Complaint & Grievances Team received on September 27, 2022 regarding the member listed below.
  
  Member Name: *******************
  ID Number: ***********
  
  Our records show ************** has an active VSP plan through Individual Plan *********** with Member Only coverage. Her plan became effective on January 1, 2019.
  
  I contacted VSP Individual Plans on Ms. ****** behalf. I was advised that on September 22, 2022, they processed the cancellation of Ms.****** dependent effective February 1, 2020. There is a credit in the amount of $396.33 being processed back to the credit card on file. This equates to 33 payments of $12.01, which is the difference between Member Only and Member + 1 coverage from February 2020 until current.
  
  If ************** has any questions regarding the refund, she will need to contact VSP Individual Plan team 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 her.
  
  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:09/07/2022

  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 applied for vision insurance through my company earlier this year (Feb) I have been paying and finally decided to use my benefits in June. When I went to the eyedoctor, they confirmed they accept VSP. When I provided my information to them, they said they couldn't find my account. I called VSP. They couldn't find my information. They told me to call Guardian. I called Guardian. They couldn't find my information either. They mentioned it could be my employers issue regarding sending my information over. I called my employer the next day and showed they submitted my information on time so there shouldn't be a problem. I called guardian back and they then could confirm I had an account. Finally submitted my claim. They sent me a portion of the amount I paid. I asked for the correct amount owed and an explanation. I also requested payment for my wasted time as at this point I had been on the phone for hours trying to figure out their mistake. I was told I would be responded to and never was. It's now been over a month. I called them back today to follow up. They said they apparently notified me on July 9th. No email, phone call, anything. IF either Guardian or VSP would have accurately done their job, we would have never been in this situation. If it was my employers problem, I'm happy to bill them back. They show everything was done correctly. VSP is also saying there is nothing they can do since they didn't get the info from Guardian in time.

  Business Response

  Date: 09/08/2022

  Please review VSP's attached letter for our response. 

  Customer Answer

  Date: 09/14/2022

  I am rejecting this response because: My services started well before this time. If Guardian Life provided you the information when they should have, I would have never been in this situation in the first place. When I arrived to America's Best (reccomended from your website), they provided me with your customer care number to find my policy number, since I was advised by my HR that you don't provide cards. Sure, waste of resources, I get it. They confirmed they take your insurance as well as your customer ********************** representative. I understand your company and Guardian Life have transfer issues due to breaking from the company, but that isn't MY issue until you made it my issue. I have paid for insurance starting February of this year, not the date in your letter. If my services would have started when I started them, I would have had my information as well as the Dr. I paid $318.98 out of my pocket, I expect $318.98 minus my deductible. If you're having trouble paying that, I suggest you contact Guardian Life to pay the remainder since it seems like you are blaming them for the issue. I also now want my payments back from your company since you are claiming I didn't have insurance until April when I have documents proving I have had it since I signed up in Februrary. 
  

  Business Response

  Date: 09/21/2022

  Good afternoon,

  Please see attached response.

   

  Thank you,
  
  Cyrin Macero
  Vision Service Plan
  Complaints & Grievance Unit
  

  Customer Answer

  Date: 09/26/2022

   
  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.

  
  

  Thank you for finally taking the time to accurately review my account.   
  
  

• Initial Complaint

  Date:09/01/2022

  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 reached out member services via email, identified my member ID #, and the request to cancel services immediately. I received an email that mine was received. Days later the company now has said is asking me for repetitive action, of emailing them again, when I already did. Then they are sneakily not acknowledging the request made and are trying to charge me again for another month. I'm not only finding this deceptive of them, but it's a practice I will not tolerate. The policy never covered any of my spectacles that I ended up purchasing out of pocket, nothing was ever covered but a $40 or $45 eye exam. That's the reality of this insurance policy, and when it became known that they wouldn't cover more, or that their levels of insurance do not actually do any of that, cover out of network to any percentage of the glasses (spectacles) materials (the lens prescriptions) towards me as the policy holder, I should have out without them trying to tie me down. It isn't fair to do that, especially when I have documented conversation via phone with their customer ********************** number. It was a monthly $32.72 plan and because they have a payment on file, shouldn't mean they get to have reckless abandon with it, charge it disregarding what I said for cancelling and pretending they didn't get the email sent. They don't get to disregard what the customer that doesn't wish to be a customer actually wants. I'm honoring my end by not disputing any earlier than when I asked for immediate cancellation of policy. They need to stop being fraudulent and creating a type of "document burden" to try to justify just one more sneak charge. I haven't used their services since the marginal $45 amount I got back for an eye exam. The amounts paid into this policy, I could?e gotten from another eye vision plan/insurance that actually "covered" something significant. I don't like the games being played and they are to refund this last unauthorized transaction they took from that card considering cancel

  Business Response

  Date: 09/02/2022

  Please see attached response to the grievance. 

  Customer Answer

  Date: 09/02/2022

   
  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.