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:02/20/2025

  Type:Sales and Advertising 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 considered several insurance companies for my new glasses and contact lenses and exam. Based specifically on the benefits compared to other companies I picked this company. It listed an amount of $100 for glasses frames for the ******** plan which I bought after two phone calls to this company and calls to other companies to decide which was best for me. I just called them to clarify something about payment for the exams and glasses. They pointed out that the $100 for glasses frames said it was for a retail store. I use ******. They classified it as a "wholesale" store and said they'd pay only $40. I told them ****** is NOT true wholesale. All customers are charged a markup on what they buy. For example, in the pharmacy ***** They charge a 14 percent markup they told me. ****** IS retail, since they charge all customers a markup whether they tell us that or not. The fact that they call ****** "wholesale" is incorrect. And, hiding that there is only a $40 benefit for buying from ****** is misleading and beyond anyone's ability to guess when they are deciding which company to use. In my calls I was trying to decide whether to use my benefit to buy frame and lenses for glasses - or to use it to buy contact lenses. Based on what I understood from the calls, I bought the lenses myself and they are on their way to me now. So I am stuck with using the glasses benefit.

  Business Response

  Date: 02/27/2025

  This will serve as VBAs response to Ms. ******** Better Business Bureau complaint filed 2/20/25 regarding the frame allowance differing at ****** (a wholesale provider) versus other locations for her individually chosen VBA Solo plan. On our VBA Solo website, we list 4 plan options of differing coverage, based on price point selected. Ms. ******* chose the 1st tier - Jasper *********** Directly underneath the plan options, the website states, Benefits may vary at participating retail locations including ***************** ****** Optical,LensCrafters, Pearle Vision, Target Optical and Visionworks. Void where prohibited by law. Terms and Conditions apply.  In addition, there is an immediate hyperlink to our Term and Conditions, along with a FAQs section that elaborates more on Frequently Asked Questions to assist a member in deciding whether the plans will work for them. Members also receive a welcome email upon enrollment which includes a link to our FAQs.

  In the initial conversation that Ms. ******* had with our member service representative on 2/12/25 reviewing the plan details, the representative did state the plans $100 retail frame allowance before the member stopped her stating she was not going to get a frame. Typically, when reviewing frame coverage, the representative would continue discussing the frame difference when used at ******. The representative moved on to review the lens coverage. As the call continued, Ms. ******* mentioned possibly going to ******* in which the representative mentioned how lenses are sold in bundles,with no option to select ala carte lens options. The ****** frame allowance (difference) was not discussed as the member made it clear that she would not be getting frames.

  In a follow-up conversation on 2/20/25, Ms. ******* stated to our representative that our website was misleading regarding the frame allowance and requested an immediate update, or she would file a formal complaint. The representative advised Ms. ******* that her concerns would be reviewed with ***************** to determine if website changes were needed. 

  Upon receiving this complaint, our supervisor reached out to Ms. ******* on 2/21/25 to discuss her complaint. It was at this point when our supervisor reviewed the location of our Terms and Conditions that was visible to the member at time of enrollment. As noted above, this information was also hyperlinked immediately after the Benefits may vary language below the plan options listed on our website. The member then stated, Why would I go poking around in the small type at the bottom of terms and conditions to look for something I didnt know I had to go look for.

  We allow a member to request in writing a full refund of their VBA Solo plan cost for any benefits not used. As of 2/26/25, no such claim had been filed through VBA.  We reached out to Ms. ******* to review the plan cancellation and refund options available to her. Additionally, we offered her a full refund of the $149.99 plan cost paid to VBA. She stated she was already aware of this option but was not interested in a refund. Her only remaining request is to have our website updated. Having reviewed the language on our website in light of this complaint, we do not feel that an update is necessary. The website already contains detailed information about our plan options and ways to contact our member service representatives who can answer any questions and spend as much time as needed to assist members, as our representatives did for Ms. ******* in this instance. 

  Customer Answer

  Date: 03/02/2025

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