ComplaintsforCooper Companies, Inc.

Health and Medical Products

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

Initial Complaint
04/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
This company does not answer their phone, return calls, answer messages, or emails promptly, if at all. As their business regards medical supplies, communication is critical. They also do not provide invoices when requested and will not provide any additional information/line items in their payment portal. They expect you to pay a determined amount with no evidence, and when a line item receipt/invoice is requested they cannot/will not provide.
Business response
04/26/2024
Hello ******,
I am sorry to hear you are having issues getting invoices. Have you called CooperVision **************** directly to get these? We can assist you right away with getting you your invoices, ************. If this is not meant for CooperVision, please let us know, we will point you in the right direction.
Thank you.
Initial Complaint
04/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased CooperVision contact lenses for $1,184 on May 2023 and submitted for $200.00 rebate through Cooper Vision. I received a virtual debit card for $200 and have not used any of the balance on the card. On April 9, 2024 I noticed that the virtual debit card expired Jan 31, 2024 which only gave me 6 months to use it. According to the Credit Card Act, expiration date should not be less than 5 years even though the virtual card issued to me expired within 6 months. I was not able to use this card and tried to contact CooperVision multiple times and received no assistance with receiving a new replaced card for the balance of $200.
Business response
04/10/2024
We aplogize for the issues you were having with your rebate card, and any issues you may have had working with the vendor. We have reissued your card and have contacted you to provide you this update. Please do not hesitant to contact CooperVision ************* directly with any other issues at **************. Thank you.
Initial Complaint
02/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Went to Vision Works on March 8, 2023. Purchased contact lens for $573.00. Submitted for $200.00 rebate through Cooper Vision. Received ************ debit card for $200.00. Did not use card yet. On February 23, 2024 I discovered the card had an expiration date of 10/23 (6 months after activation). Per the **** credit CARD Act this card should not expired for 5 years from activation, however the card has an expiration date of 10/23 (6 months after issue). The card was not used yet but has expired. After multiple phone calls to Cooper Vision and ************ no one will replace the bank-issued debit card with a new expiration date even though they are violating Federal Law.
Business response
02/26/2024
Thank you for reaching out to us ******. We apologize any inconvenience this has caused you, and that 360 was not able to assist you with this issue. They are our third-party vendor that handles our rebates. You will be issued a new rebate card. It will expire within 6 months of receiving it.
Initial Complaint
02/03/2024
Complaint Type:
Product Issues
Status:
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.
********** blue blue shield federal is still awaiting the medical documentation that they requested from my testing on 11/21/23. To date they have not received the required documentation. I have submitted a medical release that cooper can release the documents to Bcbs federal. Also, please send the invoice for the testing from January ****.
Business response
02/05/2024
Hello, you sent a message to CooperVision. We did forward your information to CooperSurgical, but here is the phone number for them as well ************. You can also visit their website www.coopersurgical.com and submit a form to contact them. Thank you.
Customer response
02/05/2024

Complaint: 21241701

I am rejecting this response because:
Both companies are under the parent company. I have reached out to cooper surgical and they have not been cooperative in awaiting me with my inquiry. I request assistance from the company
Sincerely,

***************************
Business response
02/06/2024
CooperVision cannot handle any issues you are having with CooperSurgical. I understand that we are under one parent company, but you need to work with CooperSurgical. We have shared your information with them as well.
Customer response
02/06/2024

Complaint: 21241701

I am rejecting this response because:
Please provide the corporate contact for cooper surgical. Who was contacted at cooper surgical at the corporate level. Dont want the company to evade responsibility related to my concern.
Sincerely,

***************************
Business response
02/06/2024
The corporate phone number for CooperSurgical is ************. Your information was forwarded to **************** in ********************** as you have reached **************** in ********************. You can also go to www.coopersurgical.com to submit a contact us form directly to them. Thank you.
Customer response
02/06/2024

Complaint: 21241701

I am rejecting this response because:
I have contacted the ceo of Cooper via email and letter and also contacted the number you provided and my issue is not resolved. ********** blue shield federal has contacted the number you provided and also mailed a letter to cooper surgical and the company has failed to respond to bcbs . I have not heard back from anyone at the executive level with cooper surgical. Can you please reach back out to your contact at cooper surgical and have them contact
obviously this issue is important as it is at the bbb level and I am still not getting the help I need from a division that should be able to assist

Sincerely,

***************************
Initial Complaint
01/13/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In January 2023, purchased $1000+ worth of contact lenses and qualified for $200 rebate. Completed the paperwork and at some point received token and rebated card info. I subsequently lost access to my emails and when I finally found the rebate card info and checked its status, was told the rebate had expired.I have since called multiple times, explained that I lost the info and escalated the issue but so far, no results.
Business response
01/17/2024
We have contacted you and our third party vendor that handles our rebates. You will receive your new rebate in 4-6 weeks. Please know you can call CooperVision ************* at any time for assistance with these matters. ************. We hope that we were able to assist you with your needs and concerns. Thank you.
Customer response
01/17/2024
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. Of course, my acceptance is contingent on CooperVision actually following through with the commitment to send the new rebate card withing the next 6 weeks.

Sincerely,

Obehi Ogunbayo
Initial Complaint
12/19/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
The company had a $200 rebate for contact lenses. i filled the necessary paper work and when i login to my account it says my claim as been approved and i should receive the payment in 3-5business days. i filed the claim last october and still have not received payment. when inquired about this they claim they are unable to reissue payment due.
Business response
12/20/2023
Hi *****, Thank you for contacting us and your purchase of MyDay daily disposable lenses. Your rebate claim submitted on 10/16/22 with Reference Id UVFRJQMPTF was paid $200.00 on 11/2/22. Please look for an email from ***************************************************** with instructions on how to redeem your reward. You will need to respond to the email to choose a virtual or physical reward card if you have not done so. If you are not able to locate the email or unable to respond, please send an email to ******************************* so we can reach out to our ****************** team on your behalf to see if they are able to reissue a 2022 reward for you.
Initial Complaint
11/14/2023
Complaint Type:
Service or Repair Issues
Status:
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.
They make their rebate process extremely convoluted and after we get approved for it, The issuing payment is even more complicated. After 6 weeks, they have to send an email valid for 3 months asking how we want to receive payment. If the email goes to spam, we never see it and when we contest they tell us it is expired and cant issue payment. Their process is misleading and complex on purpose and it needs to be addressed. The card is valid for 6 months before expiring at which point they will not even explain how much of the funds were used on the card. Misleading as I have never heard of an expired debit card. Nothing short of theft.
Business response
11/15/2023
Hi ****, This is **** in ************** Thank you for contacting us and your purchase of Pearle Vision 1 day lenses. Your rebate claim with Reference Id USTFSKFKTG submitted on 10/17/22 was paid $150.00 on 11/10/22. I will contact our ****************** team on your behalf to get information on your rewards card usage. You can contact the card issuer, Onbe Payments directly at ****************-************ or www.prepaidcardstatus.com. Please be aware that although the funds do not expire, rewards cards need to be reissued after the expiration date on the front of the card.

Customer response
11/15/2023

Complaint: 20870864

I am rejecting this response because:
I have already contacted the card issuer and they informed me that although the funds cannot expire, they are unable to issue me a new card. What is the point in stating the funds will never expire if the card expires and we are unable to get a new one?

Sincerely,

*******************
Business response
11/15/2023
Hi ****, I'm not sure why someone at Onbe Payments would tell you the funds cannot expire. This is not true. Please note the back of the rebate form your eye care provider gave you states under Notice to Consumers the following:
This is not a gift card. Please note that prepaid cards are subject to expiration, so pay close attention to the expiration date of the card. Cards will not have cash access and can be used everywhere debit Mastercard is accepted. Card is valid through the last day of the expiration month. You will not have access to the funds after expiration. The Cardholder Agreement can be found at coopervisiondigitalrewards.com once you receive your payment notification.
I have not heard back yet from our ****************** team to find out the balance on your Rewards Card and if they are able to get it reissued for you. Thank you for your patience.
Business response
11/16/2023
Hello again ****, CooperVisions ****************** team has directed the issuer to ship a replacement physical Rewards Card to you in the amount of $150.00. It will ship to the address on your rebate claim via **** in a white unmarked envelope. I hope this is satisfactory to you.

Thank you!
Initial Complaint
09/23/2023
Complaint Type:
Service or Repair Issues
Status:
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.
My credit report contains a false NSTAR, discrepancy that needs to be removed. I sent them letters demonstrating errors on my credit report, and I have receipt numbers **** **** **** **** **** 24. I wrote them a letter on 08-18-2023, but I never heard back, and this account is harming my credit rating. If they don't reply, I'll launch a lawsuit.
Business response
09/25/2023
Hello ********, CooperVision is a contact lens manufacturer only and not related to NSTAR/COOPER which appears to be a mortgage lender and servicer.
Initial Complaint
06/24/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased four Cooper Tires from Midas on March 24, 2023. I submitted the $50 rebate the same day and received confirmation of my submission. At the time I was quoted a 4-6 week timeframe for receipt of the $50 prepaid card by ***** and 8 week timeframe in my confirmation email from 360 Incentives. As of today, it has been 12 weeks since submitting. For 8 of those weeks my claim has been "In Final Review." I just called the customer service number for 360 Incentives and reached ******. She told me there was an overwhelming response and said that all submissions will be paid in a matter of weeks or months. Weeks or months? I've waited 12 weeks for what I was told at time of purchase would be a 6 week process. When I asked ****** if the issue was a matter of the company not having the funds to pay out, she immediately became agitated and raised her voice at me. She then said she wouldn't discuss the claim further and hung up. I fear that 360 Incentives does not have the cash on hand to pay these rebates. I am requesting that my $50 rebate be processed and paid immediately. It is not acceptable for Midas and Cooper Tire to do business with a 3rd party rebate processor that does not have the funds on hand to make good on promised rebates.
Business response
06/26/2023
You have contacted CooperVision and not Cooper Tires. If you have an issue with a contact lens rebate, please contact our ************* line to assist you, ************. Thank you.
Initial Complaint
04/24/2023
Complaint Type:
Product Issues
Status:
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.
I have a rebate from CooperVision in November ****, I called within 30 days asking where it was. They said it was approved. Didnt hear anything back until February 2023 when I called they said oh yeah its been approved. I received no emails, no mail, no call I check spam folder nothing was sent to me. I just called their phone number and they said they sent me some thing and now its expired since I didnt answer! they are a bunch of crooks!
Business response
04/26/2023
We have contacted ******* and worked with our third party vendor, 360, to have her rebate reissued to her. We apologize that she did not have this issue resolved sooner.

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. ↩

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. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

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.

Cookies on BBB.org

ComplaintsforCooper Companies, Inc.

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Business response

Business response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary