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:10/10/2023

  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.

  Several years ago, I obtained vision coverage through ****. On July 17, 2023 I started employment with a company that provides vision insurance. Their coverage started July 1, 2023. I have been trying via phone ************ and on-line ******************** to cancel my individual vision covering. I filed a grievance with the company and was redirected to their website.

  Business Response

  Date: 10/13/2023

  Good Afternoon,

  In order to investigate this complaint, I will need the following information from the member concerning her previous plan.

  * The member identification number for the plan she received through AARP for Superior Vision

  Reason:

  I conducted a search for the member's benefits, however I did not find a match based on the name & address combination that was provided in his complaint.

  Please send the above requested information to Superior Vision through one of the following modes:

  1. Email:  Please send the information to ***************************************.  Please add the following information in the subject line of the email: ATTN: **** *** - RT # *******

  2. Fax: Please send the information via fax to **************. Please add the following information in the subject line of the fax:  ATTN: **** *** - RT # *******

  Upon receipt of this information, I can conduct a full investigation of the member's request and make a determination as to the course of action needed.

   

  Customer Answer

  Date: 10/16/2023

  Emailed Supervision Account Number 736003E0 to the email listed in ******************** message.

  Business Response

  Date: 10/17/2023

  Issue:
  ****** ****** submitted a complaint through the Maryland Better Business Bureau (BBB) on October 12th,2023.  In her complaint, ****** ****** alleged that she obtained vision coverage through **** several years ago.  She further stated that she recently stated working for a company that will provide her with vision insurance benefits.  ****** ****** stated that the coverage through her employer began on July 1st, 2023.  She further states that she had tried to contact Superior Vision via telephone at ************ to cancel her coverage through ****; she further stated that she was directed to directed to on-line Superior Vision and was unable to cancel her coverage.
  
  Requested Resolution
  ****** ****** would like a refund for the months that she paid for the Superior Vision coverage while she was attempting to cancel her policy.  She further requests to have her coverage through **** canceled.  .
  Benefit Review:
  Analyst **** *** conducted a claims review on October 17th, 2023. The following determinations were made based upon the review:
  ****** Taylors coverage began on October 1, 2020; the coverage is still active.
  
  Contact Review:
  Analyst **** *** conducted a review of ****** Taylors outreach calls to Superior Visions on October 17th, 2023.  The following determinations were made based upon the review.
  ****** ****** outreached the Superior Vision ********************* on August 21st, 2023 at 12:43pm and spoke with **************** Representative *. ****.
  ****** ****** inquired about cancelling her coverage through **** because she had returned to work and no longer needed the **** plan.
  *. **** advised ****** ****** that she would need to go to ******************************* website to terminate her plan.  *. **** also advised ****** ****** that a termination request could not be completed over the phone.
  
  The Superior Vision ************** has not receive a call from ****** ****** since this interaction;  additionally, no request from ******************************* has been received indicating that ****** Taylors coverage should be terminated.
  
  Analysis of Findings:
  Based on the findings, the following determinations have been made:
  Superior Vision can not terminate ****** Taylors coverage because Superior Vision has not received the termination request through *******************************.
  
  ****** ****** was advised on August 21st, 2023 that she would need to submit her termination request through ******************************* and that the request could not be completed over the phone
  ****** ****** will need to log into her account through ******************************* and submit her termination request through the website.
  
  Superior Vision can not complete a refund at this time because the **** coverage that ****** ****** referenced is still active; Once ****** ****** has completed her termination request, payments will stop as of the last day of the month in which she submits the termination request. 
  
  We apologize for any inconvenience that this has caused to ****** ******.

  Customer Answer

  Date: 10/19/2023

  I went tp *********************************** and entered my policy number ****** and found much information about my account.  However there is no list or drop-down to request termination of coverage.   These policies are written through ***** Membership and should not be this difficult to terminate.  

  If Superior Vision does not do a better job of directing me where to terminate my coverage, I will ask my bank to remove the direct pay to this company.

  ****** Turowski ******

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

  ******, LA 70785

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

• Initial Complaint

  Date:08/28/2023

  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.

  Superior Vision has been told i dont know how many times now that im covered IN FULL for glasses or contacts once every 2 years and its been 5 years since the last time i got glasses and yes it was covered in full but so say they dont have a record of that. a supervisor named ****** from healthyblue did a 3-way call with superior vision and i on august 15 2023 and told them im covered IN FULL for glasses or contacts once every 2 years and still they will NOT listen. and this nurse called me last week and told me too yes you are covered in full and she said she was was going to contact the upper management of superior vision and i called them again this morning they said no we will only pay ****** dollars towards your glasses or contacts..... ****** *******, RN | HCM Quality and Regulatory Oversight Healthy Blue | ******************************************* | Suite 325 | Metairie, LA ***** O: *********************** | F: ************ ************************************ *********************

  Business Response

  Date: 09/07/2023

  Superior ***** is continuing to research this complaint. Our expected response is within the next two business days.

   

  Supervision Vision

  Complaints and Grievances Department 

  Customer Answer

  Date: 09/08/2023

  please close does not matter anymore im changing my healthcare provider.

• Initial Complaint

  Date:04/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled Superior Vision last year after my husband took a job offer. Well the offer didn't turn out well so I went to log into my account a few days ago to reinstate. When I updated my payment method you all took 40.99 from me right away! Why?? Then, I tried contacting MANY representatives trying to figure out what was happening. First, it took me over 40 minutes on the phone HOLDING, then once I finally got to someone they bounced me to someone else who told me that I'm at the wrong department and sent me back to THE SAME department, put on hold for over 30 minutes again just to be told "contact us online, we cant help you!". I did that and guess what? NO HELP. I got so fed up and immediately canceled the reinstatement (2 hours after reinstating) and then you all CHARGED ME AGAIN! I tried again the next day to now get help for 2 unnecessary charges and still haven't found a single soul to help me. Why would I ever want to have insurance by a company who doesn't even help their customers, no direct number to provide member support either!!! Give me my money back!!!This is fraud !

  Business Response

  Date: 04/13/2023

  Please find attached our response for complaint # ********.

  Thank you - 

  Diane **********

   

   

  Customer Answer

  Date: 04/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was charged 40.99 and the 4.10 ! I was only refunded the 4.10. I sent screenshots to the email stated in the document sent! Still waiting on my refund.
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 04/17/2023

  Hello - Please find attached our response to the follow up inquiry.

  Thank you - 

  Diane

   

  Customer Answer

  Date: 04/17/2023

  
  
  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.
  
  
  They have issued my refunds.
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:02/24/2023

  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.

  I have been trying to submit a claim of reimbursement to this company for almost a month. When you call the customer service representatives they are extremely rude and give no information. I have submitted my claim along with receipts to the address on the claim, and well as the corporate office and no response was given. I was informed that the office listed on the reimbursement phone is closed, and to refer to the corporate office for all claims. I pay my vision insurance every month and I am just seeking reimbursement.

  Business Response

  Date: 03/06/2023

  This letter is in response to your recent inquiry, which was received by Superior Vision on

  02/28/2023, regarding a complaint filed by Ms. ******* *******. The member is covered
  under an employer based plan through Superior Vision.
  
  As we understand Ms. *******’s complaint, she has filed a complaint that she has been
  attempting to submit a claim for reimburse for almost a month and she has not received any
  response and the customer service representatives are rude.
  
  Call records show the member called on 02/23/2023. She was advised there were no claims
  on file and provide the claims mailing address. She called again o 02/27/2023, and the
  asked for the address again, but the representative was unable to provide it due to a system
  issue, and Ms. ******* stated she would submit via the instructions on the portal.
  
  Superior Vision received a claim, from the member, on 02/24/2023, for eyeglasses,
  purchased on 02/09/2023. The claim paid at the out of network benefit on 03/03/2023. We
  received a claim for an exam, on 03/02/23, for the same date of service. It was approved
  and payment will be made on the next check run.
  
  We hope that Ms. ******* finds this to be a satisfactory resolution. If there are any additional
  questions or concerns, you may contact the Superior Vision Complaints and Appeals
  Department by:
  
  ********************************************************
  
  ************************************************************
  
  **********
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:02/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vision plan with Superior Vision Plans. The plan could not be vérifier by thé doctors office. There is no phone number. The company does not respond to emails. I want a refund and cancellation of this plan. No one accepts this plan. Yet they advertise local eye providers.

  Business Response

  Date: 03/06/2023

  Please find attached our response to the complaint.

  Thank you
  

• Initial Complaint

  Date:02/05/2023

  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 have been trying to cancel my plan with Superior Vision. I have spoken to their customer service after long waits on their customer service line and have been told I need to cancel my plan by going to a website (***************) other than the Superior Vision website. When I go to that website, there is no option to cancel my plan. There is also no option to cancel my plan on the Superior Vision website.
  On 1/31/2023 I received a call back from one of their customer service personnel and was told to fill a form on the Superior Vision website contact page. I did so, but have not heard back from them.
  I should be able to cancel my plan without being hassled like this. The customer service reps to whoom I have spoken acknowledge that I may cancel my plan at any time, but they say that they do not have the ability to cancel my plan, and that I have to do it myself.
  I have left a voicemail on the phone of their parent company, ******* ******, but also have not heard back.

  Business Response

  Date: 02/28/2023

  Please find attached our response to complaint #********

  Customer Answer

  Date: 03/01/2023

  
  
  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,
  
  
  
  ****** *******

• Initial Complaint

  Date:11/22/2022

  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 took out a new plan, so do not need this vision plan anymore so I went on line to cancel, there are no choices to cancel so I called there customer support which was a nightmare as they have there robot set up to terrorize anyone, finally got through to a person after fighting with there system for over 30 minutes, then was told they cannot cancel the policy, The lady said I would have to call medicare, I said I did not take it out through medicare, I took it out on line, then this women said then you will have to do your cancelling on line, I said there is not choice to cancel that is why I called you, this dumb person just kept saying I had to do it they could not cancel the it, then I said I will stop payment, she said if that is what you want to do, unreal that these people can only hold customers by mistreating them.

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 11, 2022/12/13) */
  We apologize for any dissatisfaction that the member experienced during her interaction with Superior Vision's Member Services team. We strive to provide the level of service each of our members deserve and take concerns like this seriously. In order to ensure the member's needs have been met, we need additional information to locate their policy information. This information would include, but is not limited to, the member's full name, their date of birth, and their member ID number. They may contact us directly via email at ***@versanthealth.com if they would like for us to open a formal grievance and fully review their concerns to bring this matter to resolution. The member may contact us by phone at X-XXX-XXX-XXXX, fax at X-XXX-XXX-XXXX, or by mail to **************************************************, ******* ** XXXXX. Once we receive the member's information and complete our review, we will provide them with written notification of the resolution.
  
  
  Consumer Response /* (3000, 13, 2022/12/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not understand what you want me to do. There is a dead link but not a good link to go to put info in which is what I think you want?
  
  Thanks
  
  
  Consumer Response /* (3000, 15, 2022/12/16) */
  I callled the number you have posted for the Vision Co. I left all my info for them and told them I just need to cancel this plan.

• Initial Complaint

  Date:10/19/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Superior Vision is not providing a response in regard to the medical lenses my provider has prescribed me.
  
  On August 11, 2022, I was prescribed medical contact lenses. In a couple of weeks my provider informs me that the plan has only accepted the claim as normal contact lenses and so they filed an appeal because I need the medical grade contact lenses. A month passes *** they have no update, so I call superior Vision myself - at which point they said they HAVE covered the medical lenses.
  I call back to my eye doctor, and they say again superior Vision has not covered it and that no answer for the appeal has been received. The eye doctor contacts superior Vision directly to find out the fax information provided online was incorrect and superior Vision never received the appeal - they also confirm with superior Vision they only approved the normal contact lenses amount, not medical grade.
  Eye doctors re-submitted the appeal letter on October 5th and still haven't heard anything as far as a result. I called superior Vision on Oct. 19th, 2022, to get an update. I get transferred twice as agents say their departments are not responsible for this, and after over an hour I'm still on hold waiting for someone to help me.

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/10/21) */
  Contact Name and Title: COMPLAINTS AND APPEALS
  Contact Phone: XXX-XXX-XXXX
  Thank you for bringing your concerns to our attention. However, there is not enough identifying information in your review to resolve your concerns. We would love an opportunity to discuss this further. Please call us at X-XXX-XXX-XXXX, and we will be happy to open a formal complaint for you.
  
  Consumer Response /* (3000, 12, 2022/11/09) */
  I have called the phone number provided but it goes to voice mail. I leave a voice message and no one has called me back. My name is ******* ***** ********* and I have been going for almost 3 months without contacts or lenses because of superior visions mistakes and now not answering.
  
  
  Business Response /* (4000, 14, 2022/11/18) */
  Please find attached our response to this complaint.
  
  Thank you.
  
  
  Consumer Response /* (4200, 16, 2022/11/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We continue to have communication issues. Last week, Tammie, from complaints department called me to confirm the problem was solved and that insurance was going to cover a little bit over $1k for my medical lenses. Later I called my provider and they let me know that insurance has not paid them as I was informed they would.
  
  The attached response provided by ***** ********** on Nov. 21st now states that insurance is only covering $250, and that per contract with my Doctor, Medical lenses is a "covered in full benefit for the member, so Ms. ********* cannot be balanced billed for the difference." - yet I just got off the phone with my Doctor and they said that is not a thing and that I would have to pay for the difference.
  My doctor has called the complaint department several times so I can stop playing phone tag, they always get the machine and while they have left a message, the complaints department will not call back.
  Complaints department, please call Circle of Life Eye Care, speak to Tom, via the number +XXXXXXXXXXX. I would also like to see the terms of the contract in which you say you will only pay up to $250 for medical lenses and that the provided cannot charge me for the remainder.
  After 3 months, several phone calls and a BBB complaint, if this issue is not resolved at the next contact I believe I have taken all reasonable steps to attempt to solve it via the normal business channels.
  
  Consumer Response /* (3000, 12, 2022/11/09) */
  I have called the phone number provided but it goes to voice mail. I leave a voice message and no one has called me back. My name is Natalia ***** ********* and I have been going for almost 3 months without contacts or lenses because of superior visions mistakes and now not answering.
  
  
  Business Response /* (4000, 14, 2022/11/18) */
  Please find attached our response to this complaint.
  
  Thank you.
  
  
  Consumer Response /* (4200, 16, 2022/11/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We continue to have communication issues. Last week, Tammie, from complaints department called me to confirm the problem was solved and that insurance was going to cover a little bit over $1k for my medical lenses. Later I called my provider and they let me know that insurance has not paid them as I was informed they would.
  
  The attached response provided by Diana MacWhinnie on Nov. 21st now states that insurance is only covering $250, and that per contract with my Doctor, Medical lenses is a "covered in full benefit for the member, so Ms. Hartshorn cannot be balanced billed for the difference." - yet I just got off the phone with my Doctor and they said that is not a thing and that I would have to pay for the difference.
  My doctor has called the complaint department several times so I can stop playing phone tag, they always get the machine and while they have left a message, the complaints department will not call back.
  Complaints department, please call Circle of Life Eye Care, speak to Tom, via the number +XXXXXXXXXXX. I would also like to see the terms of the contract in which you say you will only pay up to $250 for medical lenses and that the provided cannot charge me for the remainder.
  After 3 months, several phone calls and a BBB complaint, if this issue is not resolved at the next contact I believe I have taken all reasonable steps to attempt to solve it via the normal business channels.
  
  
  Business Response /* (1000, 23, 2022/11/22) */
  ***Document Attached***
  
  
  Consumer Response /* (3000, 25, 2022/11/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response they sent on 11.22 is the exact same documents they have already sent on 11.18.
  
  I continue to call the complaints department and they don't pick up or call back.
  
  My provider is disagreeing with the contents of the letter which states I "cannot be billed by the difference". The provider is also saying they have only received $125 on 08/12 for this claim. There has been no other payment on 11/15 as the insurance response implies.

• Initial Complaint

  Date:09/09/2022

  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.

  I work for a provider for superior vision and I have personally dealt with angry customers because the company poorly trains their employees and therefore deceives and gives incorrect information even though it be clearly stated in the provider manual. I have made multiple hours long phone calls to see about certain things like superior provided Medicaid frames and shipping labels for their patients glasses to the newton lab they chose to use for Medicaid patients. There is also no direct contact to the lab to get updates on glasses for patients and it leaves the patients and the office that provides services in limbo about what's going on with a patients order. It's the most disorganized, unethical, vision insurance provider. I would highly recommend anyone who has this vision insurance or is thinking of carrying it as an employer, please rethink your options. This insurance only sets up its members and it's providers for failure.
  

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 5, 2022/09/16) */
  Good afternoon,
  
  As we understand your complaint, you work for a provider's office and are dissatisfied with your experience with Superior Vision. You stated that you have dealt with customer service associates who have given you incorrect information, you are upset that you cannot directly contact the lab via phone and would like more shipping labels to send patient glasses.
  
  We greatly apologize that you have been having such a poor experience with Superior Vision at this time. Superior Vision always strives to provide great customer service to our members and providers, however, there may be times where we fall short of this expectation. In those situations, we will provide additional education to any associates who may require it in order to address ongoing concerns. We hold our employees to a high standard as we know that is what our members and providers deserve. During our hours of operation our Customer Service teams are logged into our phone systems and accepting calls, however, there may be a short hold time during our busy hours as we work to provide each customer with accurate information and satisfactory assistance. Though we acknowledge that hold times can be an inconvenience, we are constantly trying to lessen our hold times while still ensuring we are giving quality services to our callers.
  
  In the future, if you believe you were told incorrect information in Customer Service please track the date and time of call as well as the name of the person you spoke with. You can then contact the Complaints and Grievances department who can further address the situation. We appreciate your assistance in doing this, we know you deserve the correct information at the first point of contact.
  
  I have forwarded your complaint to our internal management who will raise your concerns with the laboratories. Please note that if you ever need to contact an Essilor lab, there is contact information located within the provider portal, under "manage registered labs". There should be a PDF with a list of contact information. If the lab is NTS, we do not currently have the ability to give you a phone number to contact the lab. However, you can email *******************@versanthealth.com.
  
  If you would like to open a formal complaint with Superior Vision regarding any of the above concerns or any separate issues not mentioned, you can send the Complaints and Grievances team an email at: **********@versanthealth.com. Please include your name, your office name, provider number, provider NPI, and any other pertinent details. You may also call us at XXX-XXX-XXXX.
  
  
  Consumer Response /* (3000, 7, 2022/09/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have gotten the pdf with the lab phone numbers and newton town lab phone number is not a direct contact to the lab. Also no one has reached out for shipping labels or Medicaid frames for their Medicaid patient. I believe they are committing fraud by telling the government and patients they have providers willing to service them but won't send out products needed to service those patients. That's misleading. I want someone to personally contact me with the information I requested. And training your employees according to your handbook you provide would be helpful but never seems to be resolved . Y'all are quick to respond to a BBB complaint but not to your providers or patients .
  
  
  Business Response /* (4000, 12, 2022/10/07) */
  We have received confirmation that an associate from our laboratory has reached out to you directly to discuss your concerns. They stated that they have worked with you to resolve your issues and the materials needed. If anything else is needed, please let us know.

• Initial Complaint

  Date:09/09/2022

  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 August 31st, 2022, I went to get my prescription for glasses filled. I had cracked my other glasses and needed glasses relatively soon. When I went to the eye care provider, they said my insurance Superior Vision required them to send the frames to them to be made. They said it should take a week. However, on September 1st, I accidental dropped my glasses breaking them. They had said I would have glasses in about a week, so I called on the 9th only to find that it would be at leas another week for the glasses. At this point, I had already gone without glasses for 8 days. 8 days during which I had to squint and worry that I would hurt myself in that I cannot see close; and most things I need to do involve close vision. When I purchased this insurance, it was never disclosed that they were going to have me mail frames to them for them to add lenses. They are trying to save money at my expense. I should have been told this was the process when I bought the insurance, and honestly, the provider in town said they could have easily made my glasses without all the hassle of having to have them shipped off. It is unfair and deceptive practices for them to represent that they provide a valuable service. I have now spent $90 plus tax for lenses and $160 for a contact lens exam, as I had to get contacts to be able to see my work documents given I was getting migraines from trying to use the over-the-counter glasses while squinting as those were the only option I had. As a consumer, I trusted this company to do right by me. Adding this process that just delays my getting a service that I pay for each month undermines the value that they provide. I called them and explained my situation. They tried to call the eye care provider to get them to refund me money, rather than refunding me anything myself, which is not agreeable. At this point, I am out $240 for a pair of glasses that I no longer need. What value have I received?

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/09/16) */
  Thank you for bringing your concerns to our attention. However, there is not enough identifying information in your review to resolve your concerns. We would love an opportunity to discuss this further. Please call us at X-XXX-XXX-XXXX or send an email to ****@*************.com, and we will be happy to open a formal complaint for you.
  
  
  Consumer Response /* (3000, 7, 2022/09/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have already contacted them. They simply tried to get a refund from the optometrist office. In response, I am attaching the identifying information that they are requesting. If you can respond to them, I am attaching the information and a copy of the bill for the contacts.
  
  
  Business Response /* (4000, 12, 2022/10/07) */
  Superior Vision strives for excellence and we understand the frustration that is experienced when members do not receive their eyewear within the expected timeframe. Please keep in mind that sometimes there are unforeseen delays in the manufacturing process. Although it can be longer than expected, we are committed to providing our members with a quality product.
  
  It is not a requirement to use your own frames, there is also an option to place an order for new frames. Upon investigation, we have determined that the order was placed on 08/31/22, and it was shipped on 09/12/22. This is within the 10-14-day timeframe to allow time for processing from our laboratory. The laboratory received the frames on 09/06/22 and was sent back to the office on 09/12/22.
  
  Thank you for bringing to our attention the challenged your experienced while using your vision benefits. We fully understand the frustration that you have experienced in receiving your eyewear, and have addressed your concerns with the laboratory. We trust that your next time using Davis Vision will be a more favorable experience.