ComplaintsforVision Service Plan

• Initial Complaint

  01/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My partner and I both had VSP insurance plans. My partner died October 10, 2021. I called them to cancel his plan in November. Both policies were set up for automatic withdrawals. I sent them his death certificate in December but they continue to take money from my account for his policy. Jan 6 I called to cancel my plan. They refuse to cancel my plan and insist his death certificate is still under review. They continue to take money from my account.

  Business response

  01/22/2022

  Grievance ID ********

• Initial Complaint

  01/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  NCC43291215 is the visual plan policy I opened on December 30 2021. The policy states I have 10 days to cancel. I called on December 30 2021 to cancel the the representative said I was within the 10 days and she said she cancel the policy I should receive a refund in 3 days. I also sent 3 written messages to cancel on December 30 2021.I received emails basically telling me to call customer **********************. And it states if was an emergency they would respond immediately. I didn't receive a email of cancelation. They are trying to stop me from complying with there 10 day cancelation policy. I called the number ************. I don't want the policy. I will call them tomorrow January 5 2022 to cancel the policy again. Any assistance would be greatly appreciated. Thanks.

  Business response

  01/10/2022

  Good morning,

  Please see attached response, and let us know if there are any questions.

   

  Thanks,
  
  Cyrin Macero | Complaints & Grievances | PPI/CEC Operational Compliance Team | VSP Vision Care | P: ************

  Customer response

  01/10/2022

   
  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

  12/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am partially disabled from an accident that occurred months ago. I am unable to work. I am not eligible for unemployment benefits, I am not receiving disability benefits. I have no source of income and I might be evicted from my home. I called VisionWorks a month or 2 ago to let them know that I cannot continue my plan with them. They charge me $12.54 a month for services I am not using. I am not getting my eyes check,I am not purchasing anything because I have no funds. I dont understand how difficult it is to understand. I called numerous times letting the representatives know of my hardship and they are still charging me till July 2022.

  Business response

  12/22/2021

  December 22,2021
  
  
  *********************
  Better Business Bureau (BBB) Serving ********************
  Via BBB Online Portal
  
  Dear ****:
  
  I am writing in responseto a grievance that VSPs Complaint & Grievances Teamreceived on
  December 17,2021  regarding the member listed below.
  
  Member Name: ***************************************
  BBB Case Number: 16376402
  
  On behalf of our organization, please extend our apology to Alexandria for any inconvenience she may have experienced because to this situation.
  
  Our records show that  Alexandria has an active member only coverage VSP Individual Plan through Vision works effective July 1, 2021.
  
  We show that Alexandria is enrolled in automatic payments for her monthly premiums of
  $12.54.On the 15th of each month Alexandrias monthly premium is deducted from credit card on file. Her last payment of $12.54 posted on December 15, 2021.
  
  As for the cancellation process,the Terms & Conditions of her plan states that cancellation requests must be made within ********************************* renewal date July 1, 2022 and that the benefits must be unused. We show that Alexandria used her routine exam and glasses
  benefits on July 12, 2021. Since Alexandria used her benefits ,the plan can cannot be cancelled until her renewal date.
  
  However, as a goodwill gesture, VSP has made an exception to cancel Alexandrias plan as of December 31, 2021 and refund her December premium of $12.54 to the card on file. Please allow 5-7 days for the refund to be processed.
  
  If Alexandria has any further cancellation and refund questions, she may call VSP Individual Plans at **************,Monday through Friday from 7:00 a.m. to 7:00 p.m. Central Time. Select option 1 and then option 3 on the automated system to reach an appropriate representative that can assist you.
  
  I will also be sending Alexandria a letter with the information above.
  
  
  
  
  
  
  
  P.O. ************************** 95899-7100      ************ ************     vsp.com
  
  
  *********************
  December 22, 2021
  Page Two
  
  
  Please feelfree to contact me at ************* if you have any other questions.My office hours are Mondaythrough Friday from5:30 a.m. to 2:00 p.m., Pacific Time.
  
  Sincerely,
  
  
  ***************************
  Complaint & Grievances
  PPI/CEC Operational Compliance Team
  Case # ********

  Customer response

  12/23/2021

   
  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

  10/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had the VSP visual service plan since 2017 and found it of little or no benefit. This year my wife and I both had cataract surgery, we are elderly, on ********* and paid to have corrective lens replacement at our expense since ******** only covers clear lens replacement. This, in my instance, was at a cost of over $7k, none of which was covered by the VSP insurance.Since we no longer require corrective lens glasses having paid for corrective lens implants at our expense, there was no need to retain an insurance policy that would assist, however meagerly, in paying for glasses. When I called to cancel the policy because my changed health profile rendered their product useless to me, I was told I would have to wait until the January renewal and could not cancel.That will not stand. We should not have to pay this company another ******** for a product that is of absolutely no use to us.

  Business response

  10/26/2021

  October 26, 2021
  
  
  *********************
  Better Business Bureau (BBB) Serving Northeast **********
  Via BBB Online Portal
  
  Dear *********************:
  
  I am writing in response to a grievance that VSPs Complaint & Grievances Teamreceived on
  October 22. 2021 regarding the member listed below.
  
  Member Name: ****** *****
  BBB Case Number: 16052798
  
  On behalf of our organization, please extend ourapology to Mr. and Mrs. ***** for any inconvenience they may have experienced. We are sorry to hear that they are disappointed with their vision benefits and wish to cancel their VSP Individual Plan through Healthy Vision Association.
  
  The *****s plan allows coverage for  routine exam, lenses, and frame once every 12 months based on calendar year.  As an alternative, a patient may obtain elective contact lenses instead of lens and frame, but not both services in the same eligibility period.
  
  As for the cancellation process, the Terms & Conditions of your plan state that cancellation requests must be made within ********************************* renewal date January 1, 2022 and that the benefits must be unused. The *****s have not used the benefits this calendar year.
  
  As a goodwill gesture, VSP has cancelled the *****s VSP Individual Plan as of September 30, 2021. VSP will refund the monthly premiums of  $42.62 in two separate transactions for October and November to the *****s credit card on file. Please allow **** business days for the refund process to be completed.
  
  If the *****s have any further cancellation or refund questions, they may contact VSP Individual
  Plans directly. They can be reached at ************** Monday through Friday from 7:00 a.m. to
  7:00 p.m., Central Time. Select option 1 and then option 3 onthe automated system to reach an appropriate representative that can assist.
  
  I will also be sending the *****s a letter with theinformation above.
  
  
  
  
  
  
  *********************
  October 26, 2021
  Page Two
  
  Please feel free tocontact me at ************** if you have any other questions. My office hours are Monday through Friday from 5:30 a.m. to 2:00 p.m., Pacific Time.
  
  Sincerely,
  
  
  ***************************
  Complaint &Grievances
  PPI/CEC Operational Compliance Team
  Case # ********
  

  Customer response

  10/26/2021

   
  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.

  
  

  ****** Grail  
  
  

• Initial Complaint

  10/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Claim denied for computer glasses because the provider's invoice did not state "computer glasses" on it. There was no statement from VSP that this needed to be the case. The *** file was labeled computer glasses! To make things more complex, they refunded $105 for my computer glasses as my regular prescription coverage and then denied the varilux lens glasses. I request that a second $105 be refunded to cover the second pair of glasses, since one of them was indeed computer glasses. This is supposed to be covered by my paid-for benefits.

  Business response

  10/29/2021

  October 29, 2021
  
  
  *********************
  Better Business Bureau (BBB) Serving ********************
  Via BBB Online Portal
  
  Dear *********************:
  
  I am writing in response to a grievance that VSPs Complaint & Grievances Teamreceived on
  October 20, 2021 regarding the member listed below.
  
  Member Name: *********************************
  BBB Case Number: 16041220
  
  On behalf of our organization, please extend ourapology to ********************** for any inconvenience he may have experienced. We are sorry to hear that he is disappointed with the processing of his VSP claims.
  
  Mr. ********** plan allows coverage for routine exam once every 12 months and glasses or contact lenses once 24 months based on a calendar year under a VSP Advantage Plan.  He also has a coverage for computer glasses once every 24 months based on a calendar year under a VSP Computer Vision Care Plan (CVC).
  
  Mr. ********** plan allows him to receive services at a non-VSP provider and submit an out of network claim for reimbursement. ********************** must submit an Out-of-Network Reimbursement form and copy of the itemized receipts to receive reimbursement.
  
   If an out of network claim is being submitted  for computer glasses, receipt must indicate computer glasses on receipt to apply to his CVC benefits. If not indicated on receipt, the claim will be applied toward his VSP Advantage Plan benefits.
  
  Our records show that we received Mr. ********** single vision lenses and frame claim from ***************** a non-VSP provider for date of service September 29, 2021. There was no indication of computer glasses on the receipt and the claim was applied to VSP Advantage Plan. A check in the amount for $105.00 was mailed out to ********************** on October 5, 2021.
  
  We also received Mr. ********** progressive lenses and frame claim from ********************* Od, a non-VSP provider for date of service September 29, 2021. The claim denied because the glasses with single vision lenses was paid under the VSP Advantage Plan.
  
  
  
  
  
  *********************
  October 29, 2021
  Page Two
  
  As a goodwill gesture, I have agreed to make a one-time exception to approve payment for Mr.********** progressive lenses and frame. A check in the amount for $145.00 will be forthcoming.  Please allow 14 days for processing and mailing time from **********, **********.
  
  I will also be sending ********************** a letterwith the information above.
  
  Please feelfree to contact me at ************* if you have any other questions.My office hours are Monday through Friday from5:30 a.m. to 2:00 p.m., Pacific Time.
  
  Sincerely,
  
  
  ***************************
  Complaint & Grievances
  PPI/CEC Operational Compliance Team
  Case # ********
  

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