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:10/11/2023

  Type:Service or Repair 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.

  On the 27th of September, 2023, I attended an appointment with Visibly Better Eye Care within ****** at *************************************************************************. They took my VSP insurance information stating affirmatively that they take 'VSP.' I proceeded to have a very pleasant eye exam. Upon leaving I was told I had to settle up. They charged $110 and showed an amount for 'insurance' of -$40, and told me to submit the paperwork to my insurance provider VSP. Upon calling VSP they informed me that this location is 'out of network' to my surprise. They instructed me to manually file an out of network claim. They said that many opthalmic providers are able to say they 'take VSP' while they're in fact out of network. This is extremely misleading. To make matters worse, their billing includes codes and line items that maximize their profiting from patients and insurance. I am left with a complete mess which has blocked me from obtaining reimbursement from VSP for my vision benefits for exams. To make matters worse, VSP has told me to return the check mailed to me since it is being deducted from my allowance of purchasing contact lenses. Not being able to see, I had no choice but to again pay out of pocket. My last call with VSP has informed me that because Visibly Better had expeditiously filed a claim with VSP as a provider, that their payout is already made. When I explained that this isn't being passed on to me, they pointed to the -$40 on the bill and began to tell me which line items I owe VSP because they already reimbursed Visibly Better and the check they sent me for $76 has to be returned to them and I owe VSP money if I were to keep it. VSP also says my contact lens benefit for purchasing or seeking reimbursement was already used. visibly Better has misrepresented their status with VSP and has created a billing nightmare for me.

  Business Response

  Date: 11/08/2023

  Please see attached. 

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20726848
  
  I am rejecting this response because:

  I was instructed by VSP to cash the $76 check  

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/09/2023

  Hello *****,  
  Thank you for your response.  
  Today we reached out again to VSP on your behalf. They informed us that you currently have a $200 benefit towards the purchase of your materials. It appears they have reinstated your materials benefits which is good news.  
  I also reached out to out to our Bausch and Lomb sales rep.  He agreed to send us 2 boxes of your contact lenses to help us compensate for your frustration . This is a value of $155.74 according to the receipt you provided. The contacts will be delivered to our *********** office and we will notify you when they arrive.  
  This should hopefully resolve any remaining issues.  
  Dr. Kaplan