Complaints

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:06/25/2025

  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 went to the doctor for my annual exam and while there, I wondered about contact lenses since I had not worn them in 32 years due to an allergy. I was fitted and found out that now I have astigmatism. I didn't order any contacts but they tried them on me. I decided to go the glasses route so I went to ****** to order and was told that due to me having the contact fiting, I was no longer eligible for glasses based on my policy. I find this absurd.I didn't order contacts, I was just fitted for them for me to decide if I wanted them so based on that, I don't have clear vision for a year unless I order contacts. How does that make sense? I am currently on the phone with CS and I've been waiting 20 minutes to speak to a supervisor. I was told they would call me back but I argued with them and was just told that they could either call me back or I could email them.The lack of customer service is unacceptable because I know there is someone that is available, they just want to play this game.Side note: last year, they would not cover my daughters' glasses at ****** because they said they were out of network when they were on their website as a provider so we paid out of pocket and were reimbursed a fraction of the cost. Interesting how they didn't have an issue this year.

  Business Response

  Date: 06/30/2025

  We apologize for any inconvenience youve experienced with your benefits. Your vision plan provides coverage for either contact lenses (including the fitting) or eyeglassesnot both. You can confirm this information in your benefit booklet or by logging into your member portal. If you choose not to use the contact lens benefit, please inform your provider so the benefit can be reinstated. Please note that you will be responsible for paying out-of-pocket for any services already received.Once these steps are completed, your eyeglass benefit will become available.

• Initial Complaint

  Date:04/08/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 complaint involves a vision insurance. Since July 2024, I have been getting charged $12.50 on my credit card, and I only found out in January of 2025 about it as I was going through my statements (I don't check regularly). Ever since, I have tried contacting Superior Vision NUMEROUS TIMES and my previous company and the company's insurance broker. Today, I talked to the company's insurance broker and found out the vision insurance was not through Superior Vision, which confirms that it's not the company's or the insurance broker's fault that I have been receiving these charges. I tried getting the money back by filing a claim through ****** and they were only able to go back as far as December of 2024, meaning the charges made for July, August, September, and October are not taken care of (No charge made for Nov but I was charged twice in Oct). I tried contacting Superior Vision again and again to no avail and the ********************************** couldn't help because Superior Vision is not part of them or something. I am EXTREMELY FRUSTRATED because there is no proof of insurance WHATSOEVERNEVER received one via mail OR email. I cannot log into the company's website because it's telling me the password is incorrect but whenever I click reset password I receive NO EMAIL from them (checked Spam and it's not there). I have tried calling and emailing Superior Vision and they are not responding. This is a major issue. At this point it's not only about money, it's about how they handle business. This is so not okay. I really want to sue them.

• Initial Complaint

  Date:03/31/2025

  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.

  I obtained contact lenses from Eye and vision Clinics in *******, ** on 5/23/23, and the claim was submitted as medically necessary. Superior Vision is supposedly to be covering medically necessary contacts at 100%, and they have yet to pay anything beyond the normal $150 payment for non-medically necessary contacts. My bill is still $473.09 for the remaining medically necessary contacts that are needed for me to be able to drive and see. The claim has been denied on more than one occasion and I have made several calls trying to resolve, with no resolution. I've been assured the claim would be taken care of and then it's denied again. This is fraud and I would like the claim paid like it says on their explanation of benefits (medically necessary contacts are to be paid at 100%). The last time the claim was submitted and denied was in July of 2024. I called today and received the runaround again stating they would submit the claim for review again. It's been almost 2 years and these contacts are still not paid. I also asked to talk to a supervisor or complaint department and was told I would get a call back....they refused to simply connect me to another person to discuss this issue. This company continues to engage in insurance fraud and does not cover what they are listing as covered in the explanation of benefits.

  Business Response

  Date: 04/02/2025

  We apologize for any inconvenience you may have experienced. Upon reviewing your claim dated May 23, 2023, it was noted that the provider submitted a claim for four units of medically necessary contact lenses. According to your plan, only one unit is fully covered, resulting in a reduced payment for the one units. The claim was processed correctly based on the information submitted by the provider. If there are any discrepancies, please have the provider contact our Provider Support team for further assistance.
  

• Initial Complaint

  Date:01/26/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  To Whom It May Concern,I am filing this complaint against ***** Vision Plan (Superior Vision by MetLife) regarding their misrepresentation of coverage information, which has resulted in an unwarranted financial burden for me.Issue Summary On November 23, 2024, I purchased contact lenses through Vision **************** based on the coverage amount provided by ***** Vision Plan. The plan initially indicated a coverage of $350.00 for contact lenses, which influenced my decision to proceed with the purchase. However, after the claim was processed, the insurance company only paid $140.00, leaving me with a remaining balance of $208.00.Upon further verification, the insurance company admitted that the initial coverage amount of $350.00 was quoted in error and that the actual allowed amount was $140.00. This error was entirely on their part, as shown in the documentation provided.Attachments Supporting the Complaint I have attached the following documentation for your review:Billing Statement from Vision **************** outlining the total cost, payment breakdown, and the remaining ***************** Coverage Details from ***** Vision Plan showing the originally quoted allowance of $350.00 for contact lenses.Correspondence from the Vision **************** confirming the insurance error and the adjusted payment.Desired Resolution I respectfully request that ***** Vision Plan honor their original coverage quote of $350.00, as their miscommunication directly led to this issue. I believe it is their responsibility to rectify this situation by covering the difference or compensating me for the discrepancy.This situation has caused significant inconvenience, as I would not have proceeded with the purchase had I been given accurate information *************** Information I am available to provide additional information or clarification as needed. Please feel free to contact me directly at ************ *****************************,****** ********

  Customer Answer

  Date: 01/28/2025

  I think whoever reviewed my submission misunderstood because I am just asking for the insurance company to pay for what they originally quoted. They originally told my eye doctor the amount that was covered under my policy and they are now not honoring that so Im asking them to fulfill their commitment that they committed to when they told my eye doctor The amount available   

• Initial Complaint

  Date:09/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 7, 2023, I went to an in network provider that I found from the Superior Vision website. I was insured through Superior Vision at the time. The in network provider was unable to get Superior Vision to cover my contact lens fitting fee (a covered service) and so I had to pay an request reimbursement.I have submitted the receipt for reimbursement at least three times and have called on multiple occasions. They say they will submit it again and then I never hear back from them ever. It's only $40. But I don't understand why I cannot get a reimbursement for a covered service at an in network provider

  Business Response

  Date: 09/24/2024

  We apologize for the inconvenience you have experienced. We reviewed your plan and the events that occurred the day of your eye appointment. The provider had submitted a claim for your contact lenses using the majority of your benefit allowance. This is the reason the provider was not able to process the contact lens fitting exam. Due to the maximum allowance being used, this is the reason your reimbursement request was denied.

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22264251
  
  I am rejecting this response because:

  It is not accurate that they couldn't run the lens fitting fee for the reason you said because the lens fitting fee was paid and tried to run through insurance hours before I looked at buying contact lenses.

  My plan clearly stated that I had coverage for a lens fitting fee as well as an allowable amount for lenses.  I used my maximum allotment for lenses.  But I never used my lens fitting fee benefit.

  I also don't understand why I never received responses and explanations about my requests until I submitted to the BBB.

  
  Sincerely,
  
  ********* ********

  Business Response

  Date: 10/02/2024

  We apologize for the inconvenience you have experienced.Unfortunately, you have exhausted your out-of-network contact lens allowance benefits and not able to complete your request. To file a formal complaint with Superior Vision, please contact our *************************** at ************.

• Initial Complaint

  Date:07/24/2024

  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've been trying to cancel with this company for months. Like all of the other complaints, it's basically impossible to cancel. Looks like most people have had to block their charges to their bank account, which is what I'm doing next.
  
  Each time I call I'm told I need to cancel online. There is no option to cancel online. Same complaint as all of the others on here. They tell me they can't cancel it over the phone and I need to cancel online. I keep telling them there's no option to cancel online. Them I'm told, "we will send you a email". There is never an email. I've been told, "we will have someone call you back". No one ever calls me back.
  
  Today 7/23/24, I called, again and was told they went ahead and canceled it and I will be receiving a cancellation email, confirming my cancellation.
  
  You guesses it, no email ever came.
  No calls back, no emails, no cancellation.
  
  These people are running a scam by making it impossible for people to cancel their policy's. Trying to squeeze as much money out of people by prolonging the cancellation process or hoping their customer will just forget about it.

  Business Response

  Date: 07/29/2024

  We apologize for the delay regarding the cancellation of
  your plan. After an investigation, your request has been scheduled to cancel on
  August 1, 2024. 

• Initial Complaint

  Date:05/03/2024

  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.

  I was diagnosed with kerataconus and told I would need to get scleral lenses. These lenses are medically necessary and are the only way I will be able to improve my vision. On 3/4/2024, I went to a provider and was fitted for the lenses. Two months later, I have yet to get my lenses due to Superior Vision refusing to pay for them even though they are covered, and the system shows that I used the benefit and won't be able to use them again until March 4, 2026. Call after call, no one has helped me. Yesterday, May 2, 2023, I contacted Superior Vision again because, at this point, my claim has been in their readjustment department for over two weeks with no movement. The representative, ***, told me the reason they are not paying the claim is because someone else paid the claim. Even though I have no other vision insurance, she told me maybe my medical insurance, ******, paid the claim. I reached out to ******, and they have no record of the claim, nor have they paid the claim. Every day my vision is getting worse, and superior vision has done nothing but give me the run around even though the lenses are covered and I should've had them over a month ago.

  Business Response

  Date: 05/29/2024

  We apologize for the confusion regarding the claim being paid by another insurance. After a review of your claim, the first claim was submitted by your provider on March 4, 2024, and was missing the proper modifiers for the Medically Necessary Contact Lenses. An attempted to correct the claim was submitted as a second claim on March 18, 2024. Unfortunately, the first claim was not retracted until May 13, 2024. The provider can adjust the second claim for review. You can also file a formal complaint with *********************** of NY.

• Initial Complaint

  Date:02/21/2024

  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.

  To whom it may concern,
  
  I have been billed for a monthly service of $12.50 since April 1, 2022 and the service was never available to me. I checked online for service near me on a monthly basis only to find no one near me. I also called to try and get help but no one to speak with.
  
  I finally got fed up and have been calling/emailing for last 3 months to cancel the service, only to get the run around and different phone numbers to call. The website does not give me the option to cancel.I had to go through my credit card company to dispute the fees and have them blocked.
  
  I have never had to go through such an ordeal from a US based company to cancel or try to speak to someone to just get some service to get eyes checked. This is a national ****!
  
  1. Date of transaction: April 1, 2022 through February 16, 2024
  2. Amount paid to business : $287.50 (refund by my credit card -$50 balance is now $237.50)
  3. What business committed to provide you: They promised to provide me with vision care coverage 
  4. Nature of dispute: Refund for services unavailable to me
  5. Has business tried to resolve the problem: No
  6. Customer Account number: *******

  Business Response

  Date: 02/29/2024

  
  
  

  Good Afternoon Ms. ******,

   

  My name is Phil ***, and I am a Quality Analyst with Versant Health, Bringing you Davis Vision and Superior Vision.  I received the complaint that you had submitted to the Maryland Business Bureau on February 22^nd, 2024.  In order to investigate this matter and come up with an equitable solution, I will need to receive additional information from you, which was not included in the original complaint- please see above attached file for your reference:

   

  Please provide the following information:

  • In your complaint, you had mentioned that you contacted Superior Vision via phone call and email for the previous 3 months but were not able to receive assistance.

  • Please provide the phone number that you were calling when you were outreaching Superior Vision
  • Please provide the email address that you were submitting your requests to termination your Superior Vision coverage to.

   

  • You mentioned in your complaint that the Superior Vision website did not provide you with an option to terminate your coverage.  Was the website you were referring to in the complaint your member portal or was it the main Superior Vision website?

   

  The above information can be submitted via secure email or secure fax using the following modes:

   

  • Secure Email:  Please send the above requested information to ****@versanthealth.com.  Please put ATTN: **** *** RE Complaint ID # ******** in the subject line.
  • Secure Fax: Please forward the above information via fax to ###-###-####.  Please put ATTN: Phil *** RE Complaint ID # ******** in the subject line.

   

  Upon receipt of the above information, I will be able to complete the investigation and will respond to your complaint in a timely manner.

   

  Thank You,

   

  Phil ***

  Quality Analyst

  175 East Houston Street

  San Antonio, TX 78203

  O: ###-###-####

  Business Response

  Date: 03/04/2024

  Factual Findings
  02/22/2024- Coverage was researched and confirmed that the plan was active from May 1, 2022, until January 31, 2024.
  02/25/2024- A review of call history confirmed that the complainant contacted Superior Vision on 3 different dates (01/26/2024, 02/15/2024 and 02/21/2024) requesting assistance with canceling benefit coverage.
  02/28/2024- Researched the provider network and confirmed that there were 65 provider practices within a 20-mile radius of the complainant’s address that accepted the benefit plan from May 1, 2022, to January 31, 2024.
  2/29/2024- A review of the portal was done to verify if there is an option to cancel coverage. On review it was confirmed that there was an option to select cancel enrollment under the order history tab in the portal which is not easily identifiable.
  02/29/2024-A request was submitted to Superior Vision’s Enrollment department to refund to the complainant a total of $237.50 (includes the initial date of enrollment as verified as 5/1/2022-2/2024)
  Assessment/Summary of Findings
  Superior Vision has researched ******
  ******’s complaint and has confirmed the benefit plan was effective on May 1, 2022,
  through January 31, 2024. Call logs were reviewed and there are several
  communications between the complainant and the Superior Vision Member Services
  department regarding cancelation of the benefit plan. A review of the Superior
  Vision provider network was completed to determine the availability of
  providers within a 20-mile radius of the complainant’s address. Results of that
  review showed that there were 65 provider practices that accepted the benefit
  plan from May 1, 2022, to January 31, 2024. The complainant stated in the
  complaint that the ability to cancel the enrollment through the portal was not
  visible and therefore, the complainant was not able to cancel the policy.
  Superior Vision has reviewed the portal and was able to locate where the
  cancelation button is located; however, the path to getting to this site
  required multiple steps and was not easily accessible.   
  Resolution
  
  It has been determined by Superior Vision that the
  complainant should be fully reimbursed for the full amount of $237.50. The
  rationale for this decision is as follows:
  The complainant paid for the plan benefit with the assumption that the benefits would be available to be utilized. Even though Superior Vision’s network of provider’s was ample to meet the complainant’s needs, the complainant was not able to locate a provider that would accept the benefit at the time that the service was requested.
  The complainant outreached to Superior Vision’s Member Services department on several occasions requesting assistance to have the policy canceled, it was the responsibility of the Member Services department during the call to ask questions regarding the reason for the request to cancel the plan and to provide information and guidance to the complainant. This could have assisted the complainant with navigation of the system and assistance with locating a provider if the complainant was still interested on using the benefit plan.
  
  Based on these findings Superior
  Vision is working with the Member Services department to request retraining on
  plan cancelation procedures. We sincerely apologize for the inconvenience.

• Initial Complaint

  Date:12/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Debited more money out my account than authorized. Called customer service twice was given the run around. Signed up online. Talked to someone and my policy was canceled a year ago. They will not refund my money.

  Business Response

  Date: 01/05/2024

  Good Afternoon,

  In order to review this complaint, I will need copies of the following information from the member

  1. The number of premiums that are alleged to have been overpaid.  Per the complaint, the member stated that she was overcharged by Superior Vision, however she did not advise on how much she was overcharged or for how long; Additionally per the complaint, the member alleges that her coverage was termed in June of 2023.

  2. A billing receipt showing that Superior Vision has overcharged her for services past June of 2023

  The above information can be submitted to me using the following methods

  Email:  Please submit the above information via email
  to **********************- ATTN
  Phil Lee RT # *******
  Fax:  Please fax the above information to ###-###-#### - ATTN Phil Lee RT # *******
  
  Once
  this information has been received, I can begin the investigation process and
  provide a final resolution to the referenced complaint.

  Because of this request, I am also requesting an extension on this request, which is dependent upon when the above information is provided by the member.  Please confirm whether an extension can be granted for this request.

  Thank You, 
  

   

• Initial Complaint

  Date:12/05/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Superior Vision has my 1st name listed as ***. My legal 1st name is "*** ****." When I tried to request that my 1st name on the account be changed, it was extremely difficult to reach the representative. When I finally did, the Superior Vision representative asked that my employer send them verification of my correct 1st name. My employer did so more than 1 month ago. Superior Vision has not changed the name on my account. When I contacted Superior Vision again, the representative claims they did not receive verification from my employer. I have documentation that my employer sent them the verification.