Complaints

This profile includes complaints for Davis Vision Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Davis Vision Inc

  Latham, NY 12110-0791

• 

  Davis Vision Inc

  711 Troy Schenectady Rd Ste 301 Latham, NY 12110-2461

• 

  Davis Vision Inc

  P O Box 1501 Latham, NY 12110

• 

  Davis Vision Inc

  W. Averell Harriman Bldg Albany, NY 12239

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:09/01/2023

  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've been Davisvision member since 2010, every year i buy my own frames and file for $50 reimbursement as stated on Davisvision benefit pamphlet. This last year my eye Dr. said I can buy sunglass frames and he would place my RX on the frames. I filed for reimbursement, but they denied saying the frame was a “sunglass clip”. I spend my time and money to mail all receipts and prescription from dr. stating he placed my RX on "sunglass frame", but they still denied my claim. I made numerous calls they promised to reimburse me $50, but never got it and every time I call I get a different answer. See my claim attached and benefit pamphlet. ******* spoke to CS rep “Nadia” who said she would send Claim dept to review - 24-48 bus for review > Ref #************* . I called a weeks later and they said no change.

  Business Response

  Date: 09/12/2023

  09/12/2023Member: ******** ******Member ID #: ************Plan: Davis Vision-Met Life Provider: Out-of-Network
  Provider Provider
  ID:  Out-of-Network Provider Date of
  Service: January 6th, 2023 Claim #:
  ********** BBB ID# ******** Issue: ******** ****** alleges that he was told by his provider that he could
  buy sunglasses frames and that the provider would place the prescription on the
  frames.  ******** ****** filed for a
  reimbursement on his order but alleges that the claim was denied saying that
  the frame was a sunglass clip.  ******** ****** is requesting to be reimbursed $50.00 for the frames. Research: Analyst P. *** reviewed the ******** ******’s claim and benefit
  information on September 12th, 2023. The following determinations
  were made based on the research. ******** ******’s plan’s effective date is January 1st, 2023 ******** ****** indicated that he purchased a frame with his order; This is confirmed by the receipt that was provided with the complaint. ******** ******’s benefit includes a $50.00 allowance that is to be applied against the usual & customary (U&C) charge of the frame that is priced by the provider; Per the receipt provided, ******** ****** was not charged for the frame. Per the receipt provided with the complaint associated with Claim # **********, ******** ****** selected the following materials with his lenses with the associated prices: Progressive lenses: no charge High Index 1.64 lens material: no charge Anti-reflective coating: no charge Polarized grey tinting: $75.00 ******** ******’s benefit does not cover the lens materials selected when they are provided by an out-of-network provider ******** ****** provided a receipt dated December 15, 2022 which stated that a claim for frames was denied; This claim was not supported by the receipt which he provided with the complaint that was dated January 6th, 2023. ******** ****** did not provide the member id number associated with the order of the receipt associated with the frame; Per ******** ******’s member identification number, this frame was not associated with this member identification number. Analysis
  of Findings: Based on the review of the claim and
  ******** ******’s benefits, the following determinations have been made: Humphrey
  ****** is not entitled to a reimbursement for the following reasons: Per the receipt provided by ******** ******, no out-of-pocket money was spent on the frames.  ******** ****** would not be entitled to the $50.00 allowance for the frames in this case because the allowance was not applied to the order. ******** ****** purchased a lens material on his order that was not covered by his plan- the Polarized Grey Tint.  ******** ******’s plan does not permit for him to receive a reimbursement for a non-covered service. Actions
  that need to be taken: ******** ****** will need to provide the member identification number and claim number
  associated with the frame receipt;  This
  receipt pre-dates the effective date for the plan identified here. 

  Customer Answer

  Date: 09/13/2023

  I have reviewed the response made by the business in reference to complaint ID
  ********, and have determined that this does not resolve my complaint. 
  I am not contesting the $75 for the polarized lens, I provided that detail to
  substantiate that I did indeed have my RX placed on the sunglass frames and not "sunglass clips". When I filed for $50 reimbursement for the sunglass frames I
  provided the receipt for the sunglass frames and I am attaching again to this
  complaint for review.   Regards, ******** ******

  Customer Answer

  Date: 09/14/2023

  Hi, Please see attached. First two pages are when I first submitted
  for $50 reimbursement via their web portal, page #2 you will see exactly the same receipt for
  the sunglass frames (they claim I did not provide and which I also mailed to
  them a 2nd time along with the doctors paperwork proving doctor placed my RX on
  the frames), page #3 has the denied claim number which you can cross match to
  document id when I originally filed the claim and page #4 has my member id card
  (scroll to bottom) . member identification number = **********claim number= ************ ******** ** * *********** 

  Business Response

  Date: 09/20/2023

  Good Afternoon,  As noted in the complaint write up dated September 12, 2023, Mr. ****** provided an EOB for frames that were purchased on December 15th, 2022.  In the write up, Analyst P. *** had requested that Mr. ****** provide the member identification number associated with this claim.  The reason that this was requested is because the claim that was rejected predated his coverage with ********** that was referenced in his documents- this coverage began on January 1st, 2023.  This response was referenced in the action to be taken section of the write up- please see attached document. Mr. ******* will need to send a copy of the member identification number/or member identification card that was used for the December 15th, 2023 claim.  This information can be sent via email to ********************** with ATTN: **** *** in the subject line.  Once this information has been provided, the claim can be investigated and a determination be made as to whether the claim was denied appropriately. 

• Initial Complaint

  Date:08/20/2023

  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 have b**n waiting for months for a reimbursement for a claim that was supposed to be sent within 10 to 15 days per their website. No one answers emails when I try to check on the claim. Absolutely ridiculous.

  Customer Answer

  Date: 08/21/2023

  ID Number: ************
  Name: ***** *****
  Affiliation: ******* *** *********** ***

  DOB: **********

  Business Response

  Date: 08/29/2023

  08/29/2023
  Member: April
  Garza
  Member ID #:
  ************
  Plan: Davis Vision
  Date of
  Service: 06/14/2023
  Claim #: ************
  BBB ID# ********
  
  Issue:
  ***** ***** stated that she has b**n waiting for months for a
  reimbursement check that was supposed to be sent within 10-15 days.  She further stated that no answers or email were
  provided when she tried to check on the claim
  
  Research:
  Analyst P. L** researched ***** *****’s benefits and claim history on
  08/29/2023.  The research determined the
  following information.
  
  ***** ***** received the following services from an out-of-network provider on June 14th, 2023:
  Routine eye examination
  Eyeglasses Frame
  A pair of single vision plano lenses.
  
  ***** *****’s plan allows for her to receive the following reimbursement amounts for the services that were rendered
  Routine Eye Examination: $40.00
  Frame: $50.00
  Single Vision Lenses: $40.00
  Total Reimbursement: $130.00
  
  A check in the amount of $130.00 was cut for ***** ***** in the amount of $130.00 on June 27th, 2023 and sent to the  address that Davis Vision has on file:
  **** ****** ****** ******* ** 78724-5743 (please s** the attached document)
  
  Analysis
  of Findings:
  ***** ***** was sent a reimbursement
  check in the about of $130.00 for her out-of-network claim on June 27th,
  2023. This was completed within the 10–15-day turnaround period that ***** *****
  was advised of.  It is recommended that ***** ***** review her financial statements to s** if she had deposited this check into her bank.  If she has determined that the check was not cashed, then she should contact the Davis Vision Member Services at ###-###-#### to request a replacement check.  Please note that the turnaround time for this will be 30 days in order to due a check trace and to cut a replacement reimbursement check.
  

  Sincerely Yours,
  

  Phil L**
  Quality Analyst
  175 East Houston Str**t
  San Antonio, TX 78203
  O: ###-###-####
  
  Versant Health
  Bringing you Davis Vision and Superior Vision
  Versanthealth.com

  
  

• Initial Complaint

  Date:08/14/2023

  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.

  **** tells me to upload on their app but won’t take an email. That’s lazy. Once again. Here’s a receipt. How do I get reimbursed? You have electronic copy of receipts. Why can’t i submit this online? Please reimburse

  Business Response

  Date: 08/17/2023

  Good Morning,In order to work to address your complaint fully, I will need additional information.  Please forward the following information to ********************** and put  ATTN: Phil L** Quality Analyst in the Subject field.  In your response I will need the following information to determine whether the reimbursement is appropriate:1. Your name as it is listed on your member id card.2. Your member identification number on the card  (the number may start with 789)3. The name of the provider/practice where you received service.4. The date of service from your visit.5. A copy of the receipt from your visitI will keep an eye out for your response and will process the request upon receipt of the information and will follow up with you accordingly.

  Customer Answer

  Date: 08/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Regards,
  those aren’t even the right receipts.  Please see the attached reciepts for glasses frames. From ******* *** online.  Please look at correct receipts.  Attached.  Lenses were bought from visionworks as noted but the frames were bought separate from online ******* ***. I have not had my frames allowance used yet. Please put this towards frame allowance. Please read the receipts  you get 
  **** ****

  Business Response

  Date: 09/07/2023

  Issue:
  ******* **** is requesting to be reimbursed for the full frame
  allowance for the frame purchases that were made with ************** on February
  11th, 2021 & January 3rd 2023 respectively.
  
  Research:
  Analyst P. L** researched ***** *****’s benefits and claim history on 09/07/2023.  The research determined the following
  information.
  
  ************** is an out-of-network provider.
  
  ******* **** submitted two billing receipts through the above complaint id detailing the purchases that were made.
  As referenced on attachment IMG_4550, ******* **** purchased frames in the amount of $0.00 after taxes and applicable discounts were applied on February 11th, 2021.
  As referenced on attachment IMG_4551, ******* **** purchased frames in the amount of $41.05 after taxes and applicable discounts were applied on January 3rd, 2023.
  
  ******* ****’s benefit plan allows for out-of-network claims under the following provisions:
  All out-of-network claims must be submitted to the plan within 365-days from the date of dispensement to the plan.
  ******* **** would be entitled to a $30.00 allowance for frames.  This amount is applied against any out-of-pocket cost that ******* **** paid for frame materials; the allowance does not include amounts that were paid toward sales tax, nor does it cover overages. 
  
  ******* **** contacted the Davis Vision contact center on August 10th, 2023 to address both claims.  As of that date he had not submitted the above referenced claims receipts to the plan for processing.
  
  Analysis
  of Findings:
  Based
  on the findings, the following determinations have been made.  The February 11, 2021 claims for frames
  cannot be paid because ******* **** did not submit a claim form or receipt for
  the order within the 365-day time period as required by his plan.  Additionally, per the receipt that was provided
  for this claim, ******* **** paid $0.00 for the frames on this order.  ******* **** cannot use the allowance for out-of-pocket
  money that was not paid.
  
  Furthermore,
  it has been determined that ******* **** is entitled to a reimbursement for the
  frames that were purchased on January 3rd, 2023 based on the out-of-pocket
  allowance that is associated with his plan and the time that the receipt was
  submitted with this complaint.  Michael
  **** is limited to a reimbursement in the amount of $30.00 for this claim based
  on the allowance that was set by his plan. 
  
  Actions
  Taken:
  A
  reimbursement check will be cut on September 7th, 2023 in the amount
  of $30.00.  ******* **** should expect to
  receive this payment via US Mail within 7-10 days.
  
  We
  apologize for any inconvenience that this has caused to Mr. ******* ****.

• Initial Complaint

  Date:08/08/2023

  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.

  8/4/23 - eye exam performed at optometrist. At checkout, I was given documentation that next available date for covered routine eye exam and lenses is 1/1/24. The frequency is every plan year. My last optometry visit was 8/17/22. Optometrist office was kind enough to let me go without paying for services rendered and new lenses (upward of $600 total). I called Davis Vision customer service on 8/4/23 and was informed that a claim was processed in March for my eye exam by a provider in Chicago, IL. I'm in TN, and I have never been to Chicago before. The Chicago provider stated it would take 7-10 business days to reverse the claim, at which point Davis Vision stated that they could reinstate my benefits (once they were reimbursed). After thinking on this over the weekend, I called again on Monday to see why I had to wait for Davis Vision to be reimbursed, since it is obvious that the claim was filed in error and neither the provider nor Davis Vision had done their due diligence in applying the claim to the correct person. I was told that a request to reinstate my benefits was submitted at that time and would be processed by Tuesday morning so the correct provider could bill for the correct patient and services rendered on Friday. I never heard back. I called this morning to follow-up again, and I was told that it takes 3 business days to reinstate benefits. I asked to speak with someone who could expedite this process, since it was supposed to be submitted on Friday, and I was told that no one could accommodate the request. Each time I've called, I've been told something different (7-10 business days, by the end-of-business, within 24 hours, now 3 business days), and I really need my new lenses as my prescription has changed quite drastically from last year.

  Business Response

  Date: 08/21/2023

  Good Afternoon, I have reviewed the complaint that was submitted by  ******** *****.  The following items listed below are the results
  of the investigation and resolution of the complaint: Issue:******** *****
  states that she went to her optometrist on August 4th, 2023 to
  receive a routine eye exam.  She states
  that her optometrist told her that her routine eye exam benefit would not be
  available until January 1st, 2024.  ******** *****
  states that she was advised that she utilized the routine eye examination
  service at an optometrist in Chicago Illinois. 
  ******** ***** states that she has never been to Chicago Illinois.  Additionally, ******** ***** states that the
  last time that she used her benefit was on August 17th, 2022.  ******** ***** is requesting to have her
  benefits reinstated immediately and for Davis Vision to pay her $10.00 copay
  for the routine eye examination and $25.00 for the lenses. Research: Analyst ** *** investigated ******** ***** claims history and
  benefits.  The results of the
  investigation are as follows: ******** ***** references in her complaint that she was told by her optometrist that she does not have benefits available until January 1st, 2024.  Her complaint does not reference whom her provider is. Claim # ********** was originally submitted on 03/28/2023 from ******** ****** ****** (Provider ID # *****) in the amount of $570.00.  This is the provider that ******** ***** referenced as being from Chicago, Illinois The claim was for a routine eye examination and a pair of eyeglasses which included spherical lenses, photochromatic tin, polycarbonate and scratch resistant coating on the lenses. Claim # ********** was submitted on 08/15/2023 by **** ** ****** ** **** (Provider ID # ******) located at *** **** ********** ***** ****** ******** ** ****** The claim was for a routine eye examination with refraction. Claim # ********** was submitted on 08/18/2023 by **** ** ****** ** **** (Provider ID # ******) located at *** **** ********** ***** ****** ******** ** *****. The claim was for a pair of eyeglasses using a frame provided by ******** *****.  The order included single vision lenses with photochromatic tin, ultimate tier anti-reflective coating, polycarbonate and a Zyl edged design.Actions
  that were taken :Claim # ********** was retracted on 08/08/2023 was cancelled out by Davis Vision.   ******** *****’s benefits were reinstated as part of the process. Per Claim #’s ********** & ********** were submitted for the ******** ***** on August 15th, 2023 and August 18th, 2023 respectively. Analysis of the Findings: Based on the results of the findings, no
  actions is needed for this complaint.  Davis
  Vision cancelled out Claim # ********** on August 8th, 2023 and
  reinstated ******** *****’ benefits. 
  ******** ***** has subsequently used her exam and material benefits
  through **** ** ****** ** via Claims #s ********** & ********** . If ******** ***** is contesting the claims that
  were processed by **** ****** **, she will need to submit a request to retract
  the claim and provide the name of the provider who will be administering her
  benefits. 

  Customer Answer

  Date: 08/24/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. **** ***** is my provider, and my benefits were reinstated correctly after the complaint was filed. 
  
  Regards, 
  
  ******** *****

• Initial Complaint

  Date:08/01/2023

  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.

  On December 9,2022 I purchased a pair of glasses and sent the claim in to be reimbursed $150.00. Since it was an out of network provider, that was what I was to receive for the frames and lenses. Davis Vision who handles BC vision claims denied the lens portion of the claim and paid me $84.00 for the frames. They said they only pay for single vision lenses. I appealed the claim number (***********) through Blue Cross on 3/27/23 and it was approved. I was to be paid $65.49 for the lenses. I have called and spoken to a Davis Vision representative on at least seven occasions. Each time I was told the claim would be paid. I just called today and spoke to a Supervisor and was told she expedited the claim on 8/1/23 and again I haven been paid. Could you please help me with this matter.

  Business Response

  Date: 08/14/2023

  8/14/2023
  
  Complaint
  ID:  ********
  
  
  Member/Customer Information:
  
  ****** *******
  *** ****** **
  ************ **  *****
  ******* ****** ***** ********
  ******* ****************
  
  
  Compliant Involves
  
  Refund Or Exchange Issues
  
  
  Customer Statement of the Problem
  
  On December
  9,2022 I purchased a pair of glasses and sent the claim in to be reimbursed
  $150.00. Since it was an out of network provider, that was what I was to
  receive for the frames and lenses. Davis Vision who handles BC vision claims
  denied the lens portion of the claim and paid me $84.00 for the frames. They
  said they only pay for single vision lenses. I appealed the claim number
  (***********) through Blue Cross on 3/27/23 and it was approved. I was to be
  paid $65.49 for the lenses. I have called and spoken to a Davis Vision
  representative on at least seven occasions. Each time I was told the claim
  would be paid. I just called today and spoke to a Supervisor and was told she
  expedited the claim on 8/1/23 and again I haven been paid. Could you please
  help me with this matter.
  
  
  Research
  
  Davis Vision researched this complaint with
  the Billing department. It was found that there was a check in the amount of
  $65.49 sent to the member with a check date of 3/20/2023. However, the check was
  never cashed.  See the screen shots
  below.
  
  
  
  
  
  
  
  
  
  
  Analysis of Findings and Resolution
  
  The check dated 3/20/2023 was not
  cashed.  Therefore, a new check in the
  amount of $65.49 was processed and placed in the mail to Ms. Gloria Coccoli on
  8/14/2023.
  
  During the course of the investigation, Davis
  Vision spoke with the member on two dates:
  8/07/2023 – phone conversation with member and member’s husband to explain the plan of investigation.  Also, confirmed home address.
  8/11/2023 – phone conversation with member’s husband. Informed that a new check was processed and mailed to the member’s home address via USPS on 8/14/2023.
  
  
  Sincerely,
  
  Versant Health / Davis Vision
  Complaints, Appeals, and Grievance Department
  881 Elkridge Landing Road, Suite 300
  Linthicum, MD 
  21090
  
  Versant Health
  Bringing you Davis Vision and Superior Vision
  Versanthealth.com

  
  

  Customer Answer

  Date: 08/14/2023

  Better Business Bureau:
  
  
    As long as I do receive this long overdue check .I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  
  
  Regards,
  
  
  
  ****** *******
  
  
  
   
  

• Initial Complaint

  Date:07/18/2023

  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.

  On February 15, 2023 my daughter and I went to ****** for our annual eye exam, contact lens exam, and to order contacts. ****** has b**n and still is considered in network for Davis Vision. We paid for everything up front and submitted the n**ded documentation via the Davis Vision App. In April we received minimal payment for costs considered out of network expenses. After much trying, we finally were able to get through and communicate with a Davis vision rep on April 24 and explain the situation. We were told ****** was in fact in network and we should have received more reimbursement and that it would be looked into. We were provided an additional number to call and report what happened. After following those steps and calling the number provided, we were bounced back and forth, and still zero communication and update from Davis Vision. On June 12 we called again and spoke with Hollis H******, a Davis vision rep, who asked we send all documentation via email and she would get back to us in 10-14 days. I sent the email with all attachments on June 12. As of June 27 we did not hear anything so we followed up with an email and no response. My wife also left a voicemail inquiry on Hollis's machine and followed up with a second voicemail the w**k of July 3 - zero response. On July 13 I called Hollis again with no response so I then called the number Davis Vision provided us. It connected me to a Zachary who worked for ******** vision and he told me he doesn't know why I was given this number as it is not the direct line for Davis. He listened to our situation, took notes and told us he was forwarding the information to Davis Vision supervisors and we would hear back the next day. It is now July 18 and we have heard nothing. This is beyond frustrating. We have not cashed the Davis Vision checks ($110) for out of network reimbursement because we are owed for much more.

  Business Response

  Date: 08/10/2023

  Issue:
  On March 27th, 2023, ****** ******* went to ****** to
  receive an annual eye exam, contact lens exam and to order contacts.  ****** ******* paid out-of-pocket monies for
  the order and submitted the documentation through the Davis Vision app.  In April of 2023, the member received minimal
  payment for costs considered out-of-network expenses.  ****** ******* attempted to communication
  with a Davis Vision representative on April 24th, 2023.  The representative advised ****** *******
  that a higher reimbursement should have b**n provided and that the
  representative would look into it.  ****** ******* submitted additional documentation related to the claim, but as of July
  3rd,2023 had not heard back from the representative.  ****** ******* received a check in the amount
  of $110.00 but has not cashed the check yet because he felt that was owed more
  money than what was given.
  
  Research:
  We have  completed a research on
  08/09/2023 of ****** *******’s benefits and claim history.  The research determined the following
  information.
  
  There is 1 ****** location located within 20 miles of ****** *******’s home address- include ****** address here that is participating with ****** *******’s plan.  Based on the information that was provided in the complaint, we were unable to determine if this is the ****** location that ****** ******* went to.  We n**d a determination on whether this was the location that ****** ******* went to.
  
  ****** ******* has one claim on file for 2023:
  Claim # 0MV-********- Received 03/27/2023- Claim was approved
  The claim was for disposable contact lens; there is no claim on file for either a routine eye exam or a contact lens evaluation fitting & follow up.
  ****** ******* paid $518.96 for the claim.
  ****** ******* was reimbursed $110.00 for the order of contact lenses; Payment was submitted via check- Check # ***** released on April 11th, 2023.
  
  ****** *******’s benefit plan allows for him to receive either in network or out-of-network reimbursement allowance of $200.00 for the cost of disposable contact lenses.
  
  Analysis
  of Findings:
  ****** *******’s claim was approved,
  however the proper reimbursement amount was not dispersed to the member.  ****** ******* should have received a
  reimbursement payment of $200.00 for the claim.
  On review of the information, a request was
  submitted on August 10th, 2023 to reprocess the claim to reimburse Andrew
  ******* the correct allowance amount.  
  On August 10th, 2023, we have confirmed that a second
  reimbursement in the amount of $90.00 will be forwarded to ****** *******-
  Check # *****.   This amount in addition to the check that ****** ******* previously received fulfills the reimbursement amount that he should
  have received.
  

  We apologize for any inconvenience that
  this has caused to ****** *******.
  

  Sincerely Yours,
  

  Phil L**
  Quality Analyst
  175 East Houston Str**t
  San Antonio, TX 78203
  O: 210-245-2113
  
  Versant Health
  Bringing you Davis Vision and ******** Vision
  Versanthealth.com

  Customer Answer

  Date: 08/11/2023

  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. 
  
  
  
  Regards,
  
  
  
  ****** *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair 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.

  On April 3rd I purchased contacts from Walgreens. I submitted the receipt for the contacts, that has worked in the past and with EyeMed. It has now been rejected twice apparently a receipt with an item breakout is not a receipt with an item breakout. It should not be this hard. I even talked to someone on the phone and when she saw it she said yes, this should be good. If you are going to reject claims at least have a real reason and setup a competent system. This really needs to be reviewed as I am going on a month trying to work with this company.

  Customer Answer

  Date: 05/01/2023

  My policy number is *********

  I am the policy holder: **** ******

  DOB: **********

• Initial Complaint

  Date:04/16/2023

  Type:Service or Repair 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.

  Oh, this is the most useless vision insurance co. around. Davis. For years they're plagued with the same ineptness and incompetency that they've always have had. We had a legitimate out of network claim and all we're seeking is the $35.00 insurance money that they still owe us! Their EOB says it's been paid when in fact it has NOT been.

• Initial Complaint

  Date:03/30/2023

  Type:Delivery 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 January 11, 2023 I ordered a pair of prescription sunglasses through a local opticians office. My insurance company *** **** ****** dictates that the order is fulfilled through Davis Vision. I have been waiting for almost 3 months now and still don’t have my sunglasses. The opticians office says they will only tell her that the order is in process. I reached out to my insurer in late February and was told that the lenses were on back order until early March. I called the health provider again on March 28th and asked for a supervisor, no one was available and I was told that someone would call back within 24 hours. I haven’t heard back. I just want my sunglasses and would like to know when to expect to get what I paid for. Three months is too long to make a pair of glasses that should only take 2 weeks.

  Business Response

  Date: 04/12/2023

  We have researched this matter for the member. It has been observed that ** **** ******* ********* online portal shows that the lenses are still on backorder. We have contacted the Lab on 4/4/2023 and were advised that the lenses are now scheduled to be received by mid-April 2023. The member was contacted on 4/4/2023. While speaking to the member, we offered the opportunity to have this order canceled to have services performed with another participating provider. During this call to the member, the member declined our offer to resolve this issue and decided to wait for the lab. The member has been advised to call our office if they wish to proceed with our offer in an effort to resolve the member’s concern.

  Customer Answer

  Date: 04/18/2023

  MBetter Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The lab said the lenses were on back order until mid February, then said the backorder was until early March, then until mid March then early April, now they say the backorder is until mid April. I don’t trust anything they say anymore. As a result of these repeated lies I have cancelled the order and will go to a different lab that can actually provide me with glasses even if I have to pay the entire amount out of pocket. Vision insurance is worthless if you can’t get the glasses. I appreciate the help from BBB, unfortunately it seems the lab never intended to fulfill my order. I will change my vision insurance provider next year to a company that doesn’t work with Davis Vision. 
  Regards, 
  
  ******* ********

• Initial Complaint

  Date:03/27/2023

  Type:Delivery 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 saw the eye doctor in Novemember and ordered 2 pair of glasses. The 1st pair didn't come in until Dec and the 2nd pair came in, in Feb. I returned the glasses on 2/17 to have an old rx from 7 years ago put in the frame. To date I still do not have a reading pair of glasses. I had a brain surgery to remove a baseball sized tumor and because of the scar tissue now have a sensitivity to light. I need those glasses with the blue light option to do my job. Please help. Thanks.

  Business Response

  Date: 03/29/2023

  I am not seeing a member identification number for the member. Would you mind reaching out and asking her for it?

  Business Response

  Date: 04/05/2023

  This letter is in response to your recent inquiry, which was received by Davis Vision on 03/27/2023, regarding a complaint filed with your agency by ****** *****. We appreciate you bringing this concern to our attention. Davis Vision strives to provide the highest level of customer service to our members and our providers, and we take all concerns seriously. As we understand ****** ***** complaint, the **** Vision Benefit offers a routine eye  examination and then the member’s choice of plan eyeglasses or plan contacts every January first. That pair of eyeglasses was listed under claim 0T ********. Member additionally received an occupational pair of eyeglasses under claim XT ********, both listed under date of service 11/04/2022. Both pairs of eyeglasses were fabricated and sent VIA *** on 01/31/2023 to theprovider’s office under tracking number ******************* Our investigation confirmed both pairs of eyeglasses were shipped to the provider’s office. If the provider’s office did not receive the eyeglasses then, they will need to contact the Davis Vision Order Entry Department at ************ to place a lost in mail remake order. In summary, We hope that ****** ***** finds this to be a satisfactory resolution. If there are any additionalquestions or concerns, you may contact the Davis Vision Complaints and Appeals Departmentby: Telephone: **************Member Fax: **************Member Email: **********************

  Customer Answer

  Date: 04/05/2023

  Davis Vision has the information incorrect. The glasses were sent back for a Rx change. Davis Vision has advised **** (Union) that the glasses should be shipped on 4/5/2023. Unsure why the information sent to the BBB was incorrect, but hopefully the information provided to **** is accurate. 

  Business Response

  Date: 04/18/2023

  As we understand Ms. *****’s complaint, she had returned her glasses, to the office of Family Eye Care Center, in February due to a prescription change. To date she has not received the glasses and is requesting a refund of $90.00, which she paid for a blue light option.

  We reach out to Family Eye Care Center, and spoke with Meg. She verified they sent Ms. *****’s glasses back to the lab in February and provided a tracking number. The tracking number verifies the glasses were received at the lab however, when the lab was contacted they said the office never placed a remake order so they could not process it.  The office has been advised and they will place a new order and will contact Ms. ***** as soon as they receive her glasses. Davis Vision is unable to refund Ms. ***** as it was an error on the part of the office, by not placing the order for the remake correctly.

  We hope that Ms. ***** finds this to be a satisfactory resolution. If there are any additional questions or concerns, you may contact the Davis Vision Complaints and Appeals Department by:

  Customer Answer

  Date: 04/18/2023

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Although I appreciate the honesty of Davis Vision since the doctor's office has not been forthcoming. If I am not able to receive a refund on the copay for the blue light only (as the transitional lenses I have), I would like to know when to expect the glasses. If I am not getting the glasses why am I not getting the money paid toward them? The previous response does not indicate when the glassess will arrive or if the doctor's office has now provided the lab with the remake order. Thank you.  
  Regards,
  
  ****** *****