We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Vision Insurance

Davis Vision Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Vision Insurance.

Complaints

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

Find a Location

Davis Vision Inc has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 46 total complaints in the last 3 years.
    • 11 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/16/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 an issue regarding reimbursement for my glasses frames.

      Two customer service representatives and a supervisor all informed me that I should be covered 100% for my frames.

      I would like to be reimbursed the proper amount - $129.99 as confirmed by your representatives / supervisors (I was only given $45.00). I am also upset that I have called two more times regarding this issue and was told both times a supervisor would call me back but never did.

      Business Response

      Date: 04/05/2023

      This letter is in response to your recent inquiry, which was received by Davis Vision on
      03/22/2023, 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 ******* ********’s complaint,
      Our investigation confirmed, The Davis Vision Member Service Representative, did provide you
      with inaccurate frame allowance information. Going forward if you sent in a direct
      reimbursement for or use out app, you will get the lower payment as it counts as out of network.
      We have made a one-time exception to release another check for $85.00.
      We hope that ******* ******** finds this to be a satisfactory resolution. If there are any
      additional questions or concerns, you may contact the Davis Vision Complaints and Appeals
      Telephone: ###-###-####
      Member Fax: ###-###-####
      Member Email: **********************

    • Initial Complaint

      Date:03/08/2023

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      They have denied my daughter's out-of-network frames/lenses reimbursement 2 times now. First the receipt wasn't detailed enough so another detailed one was sent and now it says she didn't have coverage but she did which has been confirmed multiple times. ******** ******* dob ********* Dos 12/30/22. Id ************.

      Business Response

      Date: 03/23/2023

      Our investigation confirmed the original submission was missing a receipt. However, the member included a receipt with the Complaint. The Davis Vision Claims Department has reprocessed and approved a payment of $75.00 under new claim ***************. In summary, We hope that ****** ******* finds this to be a satisfactory resolution. Please allow up to 15-business days to receive your payment. If there are any additional questions or concerns, you may contact the Davis Vision Complaints and Appeals Department by:

      Customer Answer

      Date: 03/23/2023

      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:02/28/2023

      Type:Product Issues
      Status:
      Answered
      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 had a vision policy through my employer. Glasses were purchased from ******* for my husband 12/27/22. ******* is a preferred provider for Davis Vision. ******* told us web access to Davis Vision was down that evening but we could pay for the glasses & submit claim. We received a check 2 weeks ago for $110. Glasses were $325. When I called to question Davis Vision why only received $110, they tried to tell me that since I paid for glasses & filed the claim it was considered out of network. There is nothing in paperwork that states this. I asked to speak to supervisor. I told the supervisor that no where in their policy is this stated & that I expected another check. He told me he would present the information to his supervisor & someone would call me by 2/20/23. I never received a call so I called again on 2/23/23 & still got the same reply, they would have a supervisor call me. I cannot get anyone to call me back & we are due probably at least another $150+ dollars reimbursement.

      Business Response

      Date: 03/06/2023

      This letter is in response to your recent inquiry, which was received by Davis Vision on
      03/01/2023, regarding a complaint filed with your agency by ***** *****. We appreciate your
      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, ***** states the out of network claim
      *************** for spouse ***** ***** was not paid correctly.
      Our investigation confirmed the claim was paid correctly. I have attached the out of network
      explanation of benefit (EOB), the Vision Benefit Description from ****** ********** ***. and the
      member submission for out of network services rendered to ***** *****.
      In summary,
      We hope that ***** ***** 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:
      Telephone: ************** Fax: ************** Email: ********************** 

      Customer Answer

      Date: 03/07/2023

      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. 

      I would like proof showing in their policy that a claim submitted by a customer is considered out of network even if the company used (******* in this case) is in network.  ******* did not make us aware of this when we purchased the glasses. There is nothing in the policy that I have read that states this either.  

      Regards, 

      ***** ***** 

      Business Response

      Date: 03/16/2023

      *******  ,All information has been provided and attached for the follow-up request. The member filled out the out of network claim, which means out of network.  Tami 

    • Initial Complaint

      Date:02/28/2023

      Type:Product Issues
      Status:
      Answered
      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:
      We submitted 2 claims for reimbursement on our eye glass’s purchase’s.
      Claim # for Rebecca : 22347MP00140
      Claim # for Dion: 22347MP00141
      Rebecca’s claim was denied, Dion’s claim should also have been denied, but in error someone processed it.
      In the meantime, we obtained new receipts from the doctor’s office, and submitted new claim’s.
      Rebecca’s claim # : 22355MP00088
      Dion’s claim #: 22355MP00089
      This time Rebecca’s claim got processed, and Dion’s claim was rejected.
      We are returning this check #0019347696 iao $96.50 since it is the wrong amount that should have been awarded, if the correct claim would have been processed for Dion. The correct amount awarded to Dion should have been $119.00, the same amount awarded to Rebecca.
      Since we wrote this letter to Davis Vision - on 2/27/2023 we have now been informed that we have to file a 3rd claim. Which we cannot do, because we no longer have this insurance provider.

      Customer Answer

      Date: 03/22/2023

      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,



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


      Good evening,

      we will not accept or close out this complaint, until we receive that additional check/payment in the mail.

      thank you

       

      Rebecca and Dion Smith






      Business Response

      Date: 04/10/2023

      As we understand Mrs. ******* complaint, she is requesting reimbursement for her husbands out of network claim, for eyeglasses, purchased on 12/10/2022. The claim was original paid as bifocal lenses, and Mr. and Mrs. Smith state the lenses were trifocals, which pay at a higher reimbursement rate.  The ******* returned the reimbursement check and the material benefit was reinstated however, Davis Vision needed an itemized billed that specifically showed the lenses were trifocals.  A corrected receipt was received and the claim has now processed a reimbursement of $119.00.

       

      We hope that Mr. and Mrs. ***** 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:

       

      Telephone:             1-888-343-3470

      Fax:                        1-888-343-3475

      Email:                     [email protected]

       

      Mailing Address:     Davis Vision

    • Initial Complaint

      Date:02/16/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Davis Vision has to be the absolute worst company I have ever dealt with. If your job offers Davis Vision DO NOT WASTE YOUR MONEY by signing up for them. I have been waiting ALMOST a YEAR to receive my reimbursement check from them and have called in at LEAST 8 times and there is always one excuse after another as to why the check has been mailed, or it has been mailed but something was missing from my address. Why can't anyone get their act together at this company and send me my reimbursement? Today I have been hold hold 3 times totaling 1 hour to where each time the rep comes back with ABSOLUTELY NO SOLUTION besides that her manager will have to look into this inquiry. WHAT? I thought this was done THE LAST 4 TIMES I CALLED!!!!!!!!!!!!!!!

      Business Response

      Date: 03/13/2023

      This letter is in response to your recent inquiry, which was received by Davis Vision on
      02/17/2023, regarding a complaint filed with your agency by ******** ******. We appreciate
      your 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, ******** has expressed dissatisfaction with
      not receiving a replacement check due to the member address reverting back to the old address
      once the members group sends over an electronic file feed.
      Our investigation confirmed a replacement check will be sent the week of 03/13/2023. The new
      replacement check number is *****.
      In summary,
      We hope that ******** ****** 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:
      Telephone: ###-###-####
      Fax: ###-###-####
      Email: ********************** 

    • Initial Complaint

      Date:01/23/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 registered with this provider for my vision but I did not get any information from them . No mail , no email no customer service number being responded . The website is faulty am I am unable to register , despite the help from my HR . They are deducting premium all right . Please contact me ASAP with all details I require . Have someone from CS call me . Looks like a big mistake to enroll with these small time companies which gives impression of fly by night operators .

      Business Response

      Date: 01/26/2023

      01/26/2023Member Name: ******** ***Re: Complaint ID:
      #********Davis Vision Ticket Number: *******Dear *******:This letter is in response to your recent
      inquiry, which was received by Davis Vision on 01/24/2023, regarding a
      complaint filed with your agency by ******** ***. We appreciate your 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 ******** ***’s complaint,
      the member never received their welcome packet and was not successful in
      logging into the Davis Vision Member Portal.Our investigation confirmed the welcome
      packet was mailed to the member on 12/31/2022. The member reached out to Davis
      Vision on 01/24/2023 and asked for identification cards to be mailed. The
      identification cards were put in the USPS mail on01/25/2023. I am attaching the
      member’s welcome packet and instructions on how to log into the member portal.In summary, We hope that ******** *** finds this to be a satisfactory resolution. If there are any additional
      questions or concerns, you may reach out to Davis Vision Member Services at
      ###-###-####.Sincerely,Tami M*****Quality
      Coordinator I_OPSQuality Complaints
      & Appeals Department

    • Initial Complaint

      Date:12/19/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Healthfirst failed to provide benefit for SPECIFIC PRESCRIPTION GLASSES (high index 1.74 SR AR UV etc) approved OVER A YEAR AGO as per OTDA Fair Hearing.

      Customer Answer

      Date: 12/22/2022

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

    • Initial Complaint

      Date:09/29/2022

      Type:Product Issues
      Status:
      Answered
      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 company Davis Vision was supposed to reimburse me for frames
      They said they sent a check number 7310618
      Three times I asked where is the check
      They owe me $200
      They never sent the check

      I AMENDING MY COMPLAINT
      THIS CHECK WAS STOLEN AND DEPOSITED BY A FRAUDULENT PARTY
      I NEVER SIGNED THIS CHECK
      I WANT MY REIMBURSEMENT FROM DAVIS

      I

      Customer Answer

      Date: 11/14/2022

      I need time to fill out all the paperwork for the claim, including notarization.

      I will be satisfied when I get my $200. Back.

      Business Response

      Date: 04/05/2025

      This letter is in response to your recent inquiry, which was received by Davis Vision on 10/17/2022 regarding a complaint filed with your agency **** **********. Please have the member complete the attached fraud affidavit, which requires notarization. Once completed, the member will need to forward a copy back to Versant and mail the original to the address stated on the form. Treasury will notify the bank of the fraud and will forward the completed form copy to the bank but the bank will not begin the refund process until they receive the notarized form. Please contact Treasury if you have any questions. Please return the completed claim forms, along with the original checks, or photocopies to the address below. Overnight mail will NOT be accepted; USPS certified and priority mailOK.

    • Initial Complaint

      Date:09/19/2022

      Type:Billing Issues
      Status:
      Answered
      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 recently visited my eye care provider on 9/6/2022 to complete my annual eye examination and get new contact lenses. My benefits clearly indicate that the contact lens fitting is covered in full (no copay) with an order of lenses. However, the provider informed me during my recent visit that when they try to enter the order, the code for the contact lens fitting does not populate in the order entry system, which means that they do not get paid for this service that they are providing.

      It is important to note that this very same issue occurred a year ago when I visited my eye care provider in September 2021. Davis Vision’s system was not showing that this benefit was covered, despite that it is plainly written in my benefit details, and that resulted in me having to wait several months to get the order for my contact lenses and eye glasses fulfilled.

      This problem is now preventing me from using my benefits again and every representative that I speak to seems to be reading from a script that makes it seem as though the provider is doing something wrong. If this was a simple misunderstanding about how to enter the order, it likely would not have taken over four months and way too many phone calls to resolve when this happened last year. Beyond that, according to what I was told, this was already identified to be A TECHNICAL PROBLEM ON DAVIS VISION’S END.

      I made at least seven calls to Davis Vision and spoke to various representatives between 9/6 and 9/15 (2022). I also submitted a written complaint on 9/16/2022 to Davis Vision, using an e-mail address that a representative provided on 9/15. That same representative also informed me that there were no updated notes at that time in regards to the previous calls that I made. I had specifically requested that the issue be directed to whoever can handle the problem, and I also requested for a supervisor to call me back. Instead, Davis Vision has continually shown poor service, with no assurance of a prompt resolution.

      Business Response

      Date: 10/07/2022

      Good afternoon,  We have determined that the provider was billing incorrectly. Our supervisors returned your call on 09/14/22 and called the provider's office to speak with them about billing. The provider's office refused to speak with Davis Vision, therefore, we provided you with a list of other providers that you can go see for your benefit information. 

      Business Response

      Date: 11/07/2022

      11/07/2022 Member
      Name: ****** ***Better
      Business Bureau Complaint Number*  *******Davis
      Vision Case Numbers* ******** ******* *** *******Dear
      ******* :This
      letter is in response to your recent inquiry, which was received by Davis
      Vision on 09/19/2022, regarding a complaint filed the above member. As
      we understand ****** ***’s complaint: ****** stated a supervisor
      was supposed to call him back and did not. Our
      investigation confirmed a Supervisor request was sent on 09/08/2022 via email
      by a Member Service Representative at 8:14pm. A
      Supervisor did reach out on 09/09/2022 at 9:30AM. Supervisor stated she left a
      voicemail advising “when billing for plan contacts, the option to submit
      contact lens fitting will not appear as contact lens fitting since it auto-pays
      with plan contacts lens. The $60 is not a dispensing allowance per say, but the
      providers generic contracted rate for ordering plan contacts. The $60 pays for
      the contact lens fitting. We do not pay providers to supply plan contacts as we
      are providing them. The provider will not see the option to submit for contact
      lens fitting with plan contacts and will not see the $60 payment from Davis
      Vision till after the provider submits the claim and their bookkeeping
      department receives payment for this check group.” ****** states there is
      always technical issues on the Davis Vision end. Thank
      you for bringing to our attention the challenges you encountered while using
      your vision benefit as we fully understand the frustration that you have
      experienced. Based upon the information provided, it has been determined that
      technical challenges were encountered from 12/06/2021 through 12/11/2021 due to
      an internal system database upgrade which resulted in unexpected performance
      issues that impacted business operations. Participating Providers were directed
      to request verbal assistance with benefit information due to electronic
      eligibility verification prevention issues. We did not see any technical issues
      in September of 2022. In
      summary, We
      hope that ****** *** 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:  Telephone:        **************  Fax:                  ************** Email:               **************************** Sincerely, Tami M***** Quality Coordinator I_OPS Quality Complaints
      & Appeals Department * ************ * * *** *** **** 

      Customer Answer

      Date: 01/13/2023

      Spoke to consumer and this was relayed: He said that he did end up going to another provider and he did get his contacts. His issue is why were they unable to get it right so that he didn't have to go to another provider. 

    • Initial Complaint

      Date:07/26/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Davis Vision and Versant Health are the WORST businesses that I have ever dealt with for a reimbursement claim.
      Summary: In January 2022. Took my two sons to eye doctor that was out of network. They went for eye exams on the same day, same place, same exam, same cost of frames.
      I send claim info via online portal. Get two reject letters that they need additional information. I resubmit all the paperwork. Two checks came in the mail for different amounts without any claim number, kid name or what was being reimbursed. I figured that the two checks were for one son's exam and frames and that two other checks would arrive for the other kid. Didn't happen. One check was larger than the other. Clearly, both sons would be entitled to the same coverage. I contact Davis several times and they do not appear to know what I am talking about except that I now need one of my son's signature on a form. He did not need to sign said when the claim was initially sent. I do not need to have his medical records and I do not understand why I have to jump through hoops for a JANUARY eye exam. I asked the claim rep TWO times for a supervisor contact info and WAS REFUSED that information.
      Then I receive another portal letter that states since I want to get info on my SPOUSE'S claim, he has to sign the form. The claim is NOT FOR MY SPOUSE. I want the claim paid as it should be and for them to fix their mistake!! So unprofessional.

      Business Response

      Date: 07/28/2022

      Thank you for bringing your concerns to our attention.
      However, there is not enough identifying information in your review to resolve
      your concerns for your children. We would love an opportunity to discuss this
      further. In order to best serve you and begin our investigation, please call us
      at 1-888-343-3470, or send an email to [email protected] with the following information:


      Your name
      Your ID number
      Child #1 full name
      Child #1 ID number
      Child #1 date of birth
      Child #2 full name
      Child #2 ID number
      Child #2 date of birth
      The current address on file for the children
      A brief synopsis of your concerns and any additional information you would like to include


      Legally we need this information in order to verify each
      patient. We appreciate your patience and we will be happy to open a formal
      complaint for you.

    Davis Vision Inc is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.