ComplaintsforVision Service Plan

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I called today (07/26/2024) to cancel my VSP insurance, as I can no longer afford it on my social security benefits. After being placed on hold and transferred multiple times, I was told that while I can place a cancellation request on my policy, I will continue to be billed until April 2025. I reiterated that I am simply unable to afford to continue paying, and the representative informed me that my account would be placed into collections, and that I would be listed as in breach of contract. So little concern for the patient, and so much concern for the almighty dollar.Isn't it bad enough that they hold or control licenses for dozens of frame manufacturers, and aggressively promote sales of those brands by offering greater payouts to opticians for the sales of them? If they are selling me insurance, they shouldn't be selling me product. They make plenty of money from those sales, and don't need to keep billing clients for an additional 9 MONTHS after receiving a request to cancel. I can't be the only one who has had to cancel due to an inability to afford to continue coverage.I am not looking for reimbursement, nor am I asking for anything unreasonable. I simply wish to cancel my coverage, and to stop being billed for it. I have had to cancel my dental coverage, and other forms of insurance, and not one of them has tried to intimidate me into paying for continuing coverage that I've told them I can no longer afford. One of them even issued a refund for the period remaining after my last payment.Regardless of the outcome of this claim, I will never again do business with VSP, and I will advise my friends and family to do likewise.

  Business response

  08/01/2024

  Attached is VSP's response to the complaint we received. 

  Customer response

  08/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  07/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 11/12/23 I filed an out of network claim with VSP for my husband's contact lenses. I've filed out of network claims for myself from the same business with VSP & had no issue. After not receiving a reimbursement for months, I reached out to VSP on 2/19/24 after seeing a notice in my benefit history that stated the status of the claim as "call customer **********************." I had not received any correspondence up to this point - no letter, email, phone call, etc. I spoke with ***** who was incredibly unhelpful & didn't understand my plan/the issue and provided false claims as to what was happening claiming my husbands contacts weren't "medically necessary" which is not true. She also claimed my plan changed which is true as it was a new year, however, this claim was based on the previous years plan. After being unsuccessful getting additional help, ***** claimed she would investigate & call back. After a week passed without a returned call, I emailed VSP on 2/26/24.***** responded on 2/27 with the following message: "I'm sorry for the delay in getting back to you. Thank you for bringing this to our attention. I've requested that *******'s claim be reprocessed, which takes up to ***** business days for processing, plus standard mailing time from **********, **********. Please note that with this Total Contacts Plan, there is $115.00 in coverage out of network, subtracting the $58.00 that was paid for the exam, leaves $57.00 remaining to be paid on on contacts."I replied to VSP on 6/7 after still no reimbursement. I received an auto response to call them. I spoke with **** who transferred me to ***** who stated it's a system issue & claims are held up but it's still "in processing." No ETA was provided & supervisors were looking into & ***** would call me back with more info. ***** did call me back and provided zero new information.VSP needs to be held accountable! I shouldn't have to continue to check on a claim made months ago to ensure I receive my reimbursement.

  Business response

  07/25/2024

  Good afternoon,

  Please see attached response and contact us with any questions.

  Sincerely,
  
  ******************
  Complaints & Grievances
  PPI/CEC Operational Compliance Team
  Case # ********

  Customer response

  08/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  07/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  July 02,2024, Today VSP vision care had me sent to 5 different departments and all was the wrong departments. i was on the phone for 52 minutes. also they never found the right department for me to upgrade my vision plan. After all there failure attempts i ask to speak to a supervisor , at this time my head was spinning, blood pressure up and feeling faint. while i was waiting on a supervisor i had to hang up after 7 min. my health could not take another fail attempt. supervisor later call back stating it would probably be 24 hours before someone could call me back to discuss upgrading my plan. i am saying this is totally unacceptable for a business of this type to bring pain to a customer. i believe that ********************** management should apologize for such a unprofessional acts that was put on me today. only because, i was trying to upgrade my Vision plan and they had hired not completely train workers. these workers did not know how to connect to the right departments. what a sham . in which cause pain and stressful reaction.

  Business response

  07/08/2024

  Attached is VSP's response to a member grievance received. 

• Initial Complaint

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I recently moved from ******, Ca to *******, Az to start a new job. My new job covers my vision through the company healthcare plan. I called VSP to cancel my account and they told mee they would have to take out AT LEAST 3 more payments before they could cancel. When I insisted that I wanted to cancel the account today, June 20, 2024, including stopping all future billing, they called me a piece of excrement and hung up on me. What I need help with, and I am trying to resolve this on my side with my bank, is for the billing to stop at once. Thank you and I hope you can assist me. I will also fill out a review of the company, giving it the lowest possible rating. Thanks for your help,*******************

  Business response

  06/24/2024

  Good morning Dispute Resolution Department,

  Attached is VSP's response to Complaint ID ********. Please reach out if you have any questions.

  Thank you, 

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

  Complaints & Grievances

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

• Initial Complaint

  05/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I CALLED TO CANCEL THE POLICY. I WAS TOLD I WOULD BE EMAILED A CONFIRMATION OF CANCELLATION. I WAS TOLD MY CREDIT CARD WOULD CONTINUE TO BE CHARGED EVEN THOUGH THE ACCOUNT WAS CLOSED, BUT IF I WANTED TO END ALL BILLING, TO EMAIL THE COMPANY'S CUSTOMER HELP. I SENT THE ****** BUT HAVE NEVER HAD ANY REPRESENTATIVE ACKNOWLEDGE MY INQUIRY. I WAS BILLED AFTER CANCELLING, AND HAD TO HAVE MY BANK BLOCK ALL FURTHER CHARGES/ ATTEMPTS TO CHARGE.

  Business response

  05/31/2024

  Good afternoon Dispute Resolution Department,

  Attached is VSP's response to BBB Case ********. Please contact me if you have any questions.

  Thank you,

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

  Complaints & Grievances

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

• Initial Complaint

  04/16/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed up for VSP Standard Plan at $14.50 per month for 1 year. I reviewed the available plans & chose the Standard because it appeared to have the coverage I was looking for at a price I could afford (I'm on a fixed income). I had my visit with the eye doctor so I could get contacts and eyeglasses. I was under the assumption that I could get contacts and frames, but not contacts, **************** Once the exam was complete and we were ordering, they told me VSP would only cover contacts or eyeglasses. They said I couldn't get frames and contacts covered. I contacted VSP to verify and was told that was true.No where in the information VSP sent me or in their website does it state that it is an either/or situation. I asked VSP to provide me with a copy of the plan policy and was told no.When I signed up for the policy, it had to be for a year. So, I can't just cancel the plan. This, to me, is false advertisement. I wasn't given all the information and they refuse to give me proof.

  Business response

  04/26/2024

  Attached is VSP's response to Complaint ID ********. Please reach out if you have any questions.

  Thank you,

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

  Complaints & Grievances

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

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am filing a complaint with the Better Business Bureau to ask the following question:Why did the VSP insurance company offer dental coverage that I have paid for since January 1, 2023, although they will not honor their commitment? I believe that I deserve a complete refund.Statement:I enrolled in VSP insurance (Member #NCC45184056) on January 1, 2023. Upon my enrollment, VSP offered me dental coverage for a discounted price that would be bundled along with my VSP vision plan.For the past six months, I have called to inquire about my dental coverage, without any meaningful response. First, VSP representatives have been rude, dismissive, and unhelpful when I call them. Second, approximately six months ago, I spoke to a VSP representative concerning my dental coverage. I did not receive any follow-up information. The representative told me to just use present my VSP insurance card to my dental provider at the time of service. On March 21, 2024, following the VSP representatives instructions, I presented my VSP insurance card insurance to my dental provider. My dental provider told me I needed something showing my dental coverage and an address to send the claim for payment. The following day, I called VSP and was bounced around to several representatives. The last representative told me I had dental discounts. I was confused about what I was paying for. I asked to speak to a supervisor and was placed on hold for at least **************************************************************************** off the phone. I never received a call back or an email with explanation.

  Business response

  04/05/2024

  Good afternoon,

  Attached is VSPs response to Complaint #********.
  Please contact me if you have any questions. 
  
  *******************
  Email: ********************************* | Time Zone: Eastern Daylight Time (EDT)
  VSP Vision | See Healthy. Stay Healthy

  Customer response

  04/10/2024

  I am rejecting this response because: I wanted to be refunded the $4.90 from January 2023 until March 2024, if I am not mistaken that would be 15 multiplied by $4.90= $73.50. However, I was only refunded for six months. Thank you in advance.
  

  Business response

  04/11/2024

  Attached is VSPs follow up response to Complaint # ********.
  Please contact me if you have any questions. 
  
  *******************
  Email: ********************************* | Time Zone: Eastern Daylight Time (EDT)
  VSP Vision | See Healthy. Stay Healthy.
  

  Customer response

  04/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I would like to re-open a complaint. The prior complaint was ********. As part of the resolution process my son was supposed to receive a complementary set of lenses. The agreement was that he could receive the complementary set once he received an updated prescription. There was no need to receive the second set of lenses right away. Both the optometrist and lab were aware and agreed. Upon going to redeem the complementary set of lenses 03/19/2024, I was advised that the lab put a note that the offer expired at the end of December. I was never advised that this offer was going to expire in December. Clear view optometry called the lab, and they made it sound like the rep made it sound like they did me a great courtesy allowing me until December to redeem. Considering the hardship and frustration that led to this I would not call this a great courtesy, more of a common decency practice as my son suffered greatly during this period of waiting for his glasses. Now we are compounding this by being told he can't redeem what was promised to him? Please honor the free pair of lenses as promised in your letter that have yet to be delivered. Furthermore, the written letter that was sent to me, was never fulfilled and it mentions explicitly the free pair of lenses.

  Business response

  03/29/2024

  Please see attached complaint response.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I joined VSP the beginning of 2023. I had my eye examination and glasses dispensed at that time, I was not needing any other services from them, as a person is only allowed one exam and one pair of glasses per year. I had requested in June to cancel my coverage, then a month and a half later I was refused, stating it was not allowed. I asked them to explain the logic, as no other services would be honored for the year. I also mentioned that I was on ******** and definitely would not need their services any longer. They continued to take the premium amount from my bank account. When going on my online account, I noticed they made it unable for me to remove my bank account! They were very unprofessional and rude, and I have not received any resolution with them. I am asking for the balance of my premiums be refunded to me.

  Business response

  03/25/2024

  Attached is VSPs response to Complaint #********.
  Please contact me if you have any questions. 
  
  *******************
  Complaints & Grievances Team
  

  Customer response

  03/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

  I am thankful I will NEVER have to use their services ever again! 

  
  

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filed a claim for reimbursement for my eye exam and contacts in November 2023. Ive called them three times since to find out where my check was. They tell me its a system glitch. There working on it. For 3 months they are working on getting my reimbursement check to me???? Thats not right.

  Business response

  03/20/2024

  VSP Response to Case 21428941

  Please let me know if you have any questions. 

*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. ↩