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Business Profile

Vision Insurance

Vision Care Direct

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Vision Insurance.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

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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:02/05/2024

    Type:Billing 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 decided to change my vision insurance back in October during the open enrollment option period. I selected Vision Care Direct because it seemed to have better coverage. Once I selected it and added my daughter as a dependent, I honestly forgot about it. On January 24th I received an email from VCD with my membership ID number and a prompt to go to their website and set up an account which I did. After logging into the account, I was shocked that all of the information was incorrect except my name. It listed a spouse as a dependent who was a person I’d never heard of, and I’m not married. Did not list my daughter who I’ve always carried vision insurance on since she was born 16 years ago. Showed a membership start date of 2017. Showed my government agency employer as “education” but I’ve worked for Tourism and Recreation for 19 years. And it showed a claim for benefits at a place that is literally hundreds of miles away from where I live that I’ve never been. Seriously, the only accurate information was my name at the top of the page. I contacted VCD and their response was, “We get your information from your agency” you’ll have to contact your agency benefits coordinator to have them send us the correct information. Ok. So I contact 2 people with my agency and one person with the state employees insurance group. After a couple days I received notification from them that the problem had been resolved, the correct information submitted and my daughter has been added to the plan. A few days later I logged back into my VCD account and saw that my daughter had been added, but again, her name and my name were the only things accurate on the entire page. I still show the “mystery spouse” as a dependent, still have 2017 as my membership start date, still have education listed as my agency, and still show a claim where I’ve never been. With the lack of “attention to detail” that the information on my account shows, I can only imagine the claims process.

    Business Response

    Date: 03/04/2024

    Mr. ******* did experience a system error on his account. As soon as these issues were brought to our attention by Mr. *******, Dr. *** *********, CEO of Vision Care Direct, and myself worked with Mr. ******* directly to ensure all errors were noted and corrected. Please let us know if there are any further necessary actions needed. Thank you. 

    Customer Answer

    Date: 03/04/2024



    Better Business Bureau:



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




    Sincerely,



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

Vision Care Direct is NOT a BBB Accredited Business.

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