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:07/24/2024

  Type:Customer Service 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've been trying to cancel with this company for months. Like all of the other complaints, it's basically impossible to cancel. Looks like most people have had to block their charges to their bank account, which is what I'm doing next. Each time I call I'm told I need to cancel online. There is no option to cancel online. Same complaint as all of the others on here. They tell me they can't cancel it over the phone and I need to cancel online. I keep telling them there's no option to cancel online. Them I'm told, "we will send you a email". There is never an email. I've been told, "we will have someone call you back". No one ever calls me back. Today 7/23/24, I called, again and was told they went ahead and canceled it and I will be receiving a cancellation email, confirming my cancellation. You guesses it, no email ever came. No calls back, no emails, no cancellation. These people are running a scam by making it impossible for people to cancel their policy's. Trying to squeeze as much money out of people by prolonging the cancellation process or hoping their customer will just forget about it.

  Business Response

  Date: 07/29/2024

  We apologize for the delay regarding the cancellation of your plan. After an investigation, your request has been scheduled to cancel on August 1, 2024. 

• Initial Complaint

  Date:02/21/2024

  Type:Billing 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.

  To whom it may concern, I have been billed for a monthly service of $12.50 since April 1, 2022 and the service was never available to me. I checked online for service near me on a monthly basis only to find no one near me. I also called to try and get help but no one to speak with. I finally got fed up and have been calling/emailing for last 3 months to cancel the service, only to get the run around and different phone numbers to call. The website does not give me the option to cancel.I had to go through my credit card company to dispute the fees and have them blocked. I have never had to go through such an ordeal from a US based company to cancel or try to speak to someone to just get some service to get eyes checked. This is a national ****! 1. Date of transaction: April 1, 2022 through February 16, 2024 2. Amount paid to business : $287.50 (refund by my credit card -$50 balance is now $237.50) 3. What business committed to provide you: They promised to provide me with vision care coverage  4. Nature of dispute: Refund for services unavailable to me 5. Has business tried to resolve the problem: No 6. Customer Account number: *******

  Business Response

  Date: 02/29/2024

  
  
  

  Good Afternoon Ms. ******,

   

  My name is Phil ***, and I am a Quality Analyst with Versant Health, Bringing you Davis Vision and Superior Vision.  I received the complaint that you had submitted to the Maryland Business Bureau on February 22^nd, 2024.  In order to investigate this matter and come up with an equitable solution, I will need to receive additional information from you, which was not included in the original complaint- please see above attached file for your reference:

   

  Please provide the following information:

  • In your complaint, you had mentioned that you contacted Superior Vision via phone call and email for the previous 3 months but were not able to receive assistance.

  • Please provide the phone number that you were calling when you were outreaching Superior Vision
  • Please provide the email address that you were submitting your requests to termination your Superior Vision coverage to.

   

  • You mentioned in your complaint that the Superior Vision website did not provide you with an option to terminate your coverage.  Was the website you were referring to in the complaint your member portal or was it the main Superior Vision website?

   

  The above information can be submitted via secure email or secure fax using the following modes:

   

  • Secure Email:  Please send the above requested information to ****@versanthealth.com.  Please put ATTN: **** *** RE Complaint ID # ******** in the subject line.
  • Secure Fax: Please forward the above information via fax to ###-###-####.  Please put ATTN: Phil *** RE Complaint ID # ******** in the subject line.

   

  Upon receipt of the above information, I will be able to complete the investigation and will respond to your complaint in a timely manner.

   

  Thank You,

   

  Phil ***

  Quality Analyst

  175 East Houston Street

  San Antonio, TX 78203

  O: ###-###-####

  Business Response

  Date: 03/04/2024

  Factual Findings
  02/22/2024- Coverage was researched and confirmed that the plan was active from May 1, 2022, until January 31, 2024.
  02/25/2024- A review of call history confirmed that the complainant contacted Superior Vision on 3 different dates (01/26/2024, 02/15/2024 and 02/21/2024) requesting assistance with canceling benefit coverage.
  02/28/2024- Researched the provider network and confirmed that there were 65 provider practices within a 20-mile radius of the complainant’s address that accepted the benefit plan from May 1, 2022, to January 31, 2024.
  2/29/2024- A review of the portal was done to verify if there is an option to cancel coverage. On review it was confirmed that there was an option to select cancel enrollment under the order history tab in the portal which is not easily identifiable.
  02/29/2024-A request was submitted to Superior Vision’s Enrollment department to refund to the complainant a total of $237.50 (includes the initial date of enrollment as verified as 5/1/2022-2/2024)
  Assessment/Summary of Findings
  Superior Vision has researched ****** ******’s complaint and has confirmed the benefit plan was effective on May 1, 2022, through January 31, 2024. Call logs were reviewed and there are several communications between the complainant and the Superior Vision Member Services department regarding cancelation of the benefit plan. A review of the Superior Vision provider network was completed to determine the availability of providers within a 20-mile radius of the complainant’s address. Results of that review showed that there were 65 provider practices that accepted the benefit plan from May 1, 2022, to January 31, 2024. The complainant stated in the complaint that the ability to cancel the enrollment through the portal was not visible and therefore, the complainant was not able to cancel the policy. Superior Vision has reviewed the portal and was able to locate where the cancelation button is located; however, the path to getting to this site required multiple steps and was not easily accessible.   
  Resolution
  
  It has been determined by Superior Vision that the complainant should be fully reimbursed for the full amount of $237.50. The rationale for this decision is as follows:
  The complainant paid for the plan benefit with the assumption that the benefits would be available to be utilized. Even though Superior Vision’s network of provider’s was ample to meet the complainant’s needs, the complainant was not able to locate a provider that would accept the benefit at the time that the service was requested.
  The complainant outreached to Superior Vision’s Member Services department on several occasions requesting assistance to have the policy canceled, it was the responsibility of the Member Services department during the call to ask questions regarding the reason for the request to cancel the plan and to provide information and guidance to the complainant. This could have assisted the complainant with navigation of the system and assistance with locating a provider if the complainant was still interested on using the benefit plan.
  
  Based on these findings Superior Vision is working with the Member Services department to request retraining on plan cancelation procedures. We sincerely apologize for the inconvenience.

• Initial Complaint

  Date:12/14/2023

  Type:Product 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.

  Debited more money out my account than authorized. Called customer service twice was given the run around. Signed up online. Talked to someone and my policy was canceled a year ago. They will not refund my money.

  Business Response

  Date: 01/05/2024

  Good Afternoon,

  In order to review this complaint, I will need copies of the following information from the member

  1. The number of premiums that are alleged to have been overpaid.  Per the complaint, the member stated that she was overcharged by Superior Vision, however she did not advise on how much she was overcharged or for how long; Additionally per the complaint, the member alleges that her coverage was termed in June of 2023.

  2. A billing receipt showing that Superior Vision has overcharged her for services past June of 2023

  The above information can be submitted to me using the following methods

  Email:  Please submit the above information via email to **********************- ATTN Phil Lee RT # *******
  Fax:  Please fax the above information to ###-###-#### - ATTN Phil Lee RT # *******
  
  Once this information has been received, I can begin the investigation process and provide a final resolution to the referenced complaint.

  Because of this request, I am also requesting an extension on this request, which is dependent upon when the above information is provided by the member.  Please confirm whether an extension can be granted for this request.

  Thank You, 
  

   

• Initial Complaint

  Date:12/05/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Superior Vision has my 1st name listed as ***. My legal 1st name is "*** ****." When I tried to request that my 1st name on the account be changed, it was extremely difficult to reach the representative. When I finally did, the Superior Vision representative asked that my employer send them verification of my correct 1st name. My employer did so more than 1 month ago. Superior Vision has not changed the name on my account. When I contacted Superior Vision again, the representative claims they did not receive verification from my employer. I have documentation that my employer sent them the verification.

• Initial Complaint

  Date:04/06/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 canceled Superior Vision last year after my husband took a job offer. Well the offer didn't turn out well so I went to log into my account a few days ago to reinstate. When I updated my payment method you all took 40.99 from me right away! Why?? Then, I tried contacting MANY representatives trying to figure out what was happening. First, it took me over 40 minutes on the phone HOLDING, then once I finally got to someone they bounced me to someone else who told me that I'm at the wrong department and sent me back to THE SAME department, put on hold for over 30 minutes again just to be told "contact us online, we cant help you!". I did that and guess what? NO HELP. I got so fed up and immediately canceled the reinstatement (2 hours after reinstating) and then you all CHARGED ME AGAIN! I tried again the next day to now get help for 2 unnecessary charges and still haven't found a single soul to help me. Why would I ever want to have insurance by a company who doesn't even help their customers, no direct number to provide member support either!!! Give me my money back!!!This is fraud !

  Business Response

  Date: 04/13/2023

  Please find attached our response for complaint # ********.

  Thank you - 

  Diane **********

   

   

  Customer Answer

  Date: 04/13/2023

  
  Complaint: ********
  
  I am rejecting this response because: I was charged 40.99 and the 4.10 ! I was only refunded the 4.10. I sent screenshots to the email stated in the document sent! Still waiting on my refund.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 04/17/2023

  Hello - Please find attached our response to the follow up inquiry.

  Thank you - 

  Diane

   

  Customer Answer

  Date: 04/17/2023

  
  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.
  They have issued my refunds.
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:02/24/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 have been trying to submit a claim of reimbursement to this company for almost a month. When you call the customer service representatives they are extremely rude and give no information. I have submitted my claim along with receipts to the address on the claim, and well as the corporate office and no response was given. I was informed that the office listed on the reimbursement phone is closed, and to refer to the corporate office for all claims. I pay my vision insurance every month and I am just seeking reimbursement.

  Business Response

  Date: 03/06/2023

  This letter is in response to your recent inquiry, which was received by Superior Vision on

  02/28/2023, regarding a complaint filed by Ms. ******* *******. The member is covered
  under an employer based plan through Superior Vision.
  
  As we understand Ms. *******’s complaint, she has filed a complaint that she has been
  attempting to submit a claim for reimburse for almost a month and she has not received any
  response and the customer service representatives are rude.
  
  Call records show the member called on 02/23/2023. She was advised there were no claims
  on file and provide the claims mailing address. She called again o 02/27/2023, and the
  asked for the address again, but the representative was unable to provide it due to a system
  issue, and Ms. ******* stated she would submit via the instructions on the portal.
  
  Superior Vision received a claim, from the member, on 02/24/2023, for eyeglasses,
  purchased on 02/09/2023. The claim paid at the out of network benefit on 03/03/2023. We
  received a claim for an exam, on 03/02/23, for the same date of service. It was approved
  and payment will be made on the next check run.
  
  We hope that Ms. ******* finds this to be a satisfactory resolution. If there are any additional
  questions or concerns, you may contact the Superior Vision Complaints and Appeals
  Department by:
  
  ********************************************************
  
  ************************************************************
  
  **********
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:02/23/2023

  Type:Product 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 purchased a vision plan with Superior Vision Plans. The plan could not be vérifier by thé doctors office. There is no phone number. The company does not respond to emails. I want a refund and cancellation of this plan. No one accepts this plan. Yet they advertise local eye providers.

  Business Response

  Date: 03/06/2023

  Please find attached our response to the complaint.

  Thank you
  

• Initial Complaint

  Date:02/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 have been trying to cancel my plan with Superior Vision. I have spoken to their customer service after long waits on their customer service line and have been told I need to cancel my plan by going to a website (***************) other than the Superior Vision website. When I go to that website, there is no option to cancel my plan. There is also no option to cancel my plan on the Superior Vision website. On 1/31/2023 I received a call back from one of their customer service personnel and was told to fill a form on the Superior Vision website contact page. I did so, but have not heard back from them. I should be able to cancel my plan without being hassled like this. The customer service reps to whoom I have spoken acknowledge that I may cancel my plan at any time, but they say that they do not have the ability to cancel my plan, and that I have to do it myself. I have left a voicemail on the phone of their parent company, ******* ******, but also have not heard back.

  Business Response

  Date: 02/28/2023

  Please find attached our response to complaint #********

  Customer Answer

  Date: 03/01/2023

  
  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.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/22/2022

  Type:Customer Service 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 took out a new plan, so do not need this vision plan anymore so I went on line to cancel, there are no choices to cancel so I called there customer support which was a nightmare as they have there robot set up to terrorize anyone, finally got through to a person after fighting with there system for over 30 minutes, then was told they cannot cancel the policy, The lady said I would have to call medicare, I said I did not take it out through medicare, I took it out on line, then this women said then you will have to do your cancelling on line, I said there is not choice to cancel that is why I called you, this dumb person just kept saying I had to do it they could not cancel the it, then I said I will stop payment, she said if that is what you want to do, unreal that these people can only hold customers by mistreating them.

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 11, 2022/12/13) */ We apologize for any dissatisfaction that the member experienced during her interaction with Superior Vision's Member Services team. We strive to provide the level of service each of our members deserve and take concerns like this seriously. In order to ensure the member's needs have been met, we need additional information to locate their policy information. This information would include, but is not limited to, the member's full name, their date of birth, and their member ID number. They may contact us directly via email at ***@versanthealth.com if they would like for us to open a formal grievance and fully review their concerns to bring this matter to resolution. The member may contact us by phone at X-XXX-XXX-XXXX, fax at X-XXX-XXX-XXXX, or by mail to **************************************************, ******* ** XXXXX. Once we receive the member's information and complete our review, we will provide them with written notification of the resolution. Consumer Response /* (3000, 13, 2022/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not understand what you want me to do. There is a dead link but not a good link to go to put info in which is what I think you want? Thanks Consumer Response /* (3000, 15, 2022/12/16) */ I callled the number you have posted for the Vision Co. I left all my info for them and told them I just need to cancel this plan.

• Initial Complaint

  Date:10/19/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Superior Vision is not providing a response in regard to the medical lenses my provider has prescribed me. On August 11, 2022, I was prescribed medical contact lenses. In a couple of weeks my provider informs me that the plan has only accepted the claim as normal contact lenses and so they filed an appeal because I need the medical grade contact lenses. A month passes *** they have no update, so I call superior Vision myself - at which point they said they HAVE covered the medical lenses. I call back to my eye doctor, and they say again superior Vision has not covered it and that no answer for the appeal has been received. The eye doctor contacts superior Vision directly to find out the fax information provided online was incorrect and superior Vision never received the appeal - they also confirm with superior Vision they only approved the normal contact lenses amount, not medical grade. Eye doctors re-submitted the appeal letter on October 5th and still haven't heard anything as far as a result. I called superior Vision on Oct. 19th, 2022, to get an update. I get transferred twice as agents say their departments are not responsible for this, and after over an hour I'm still on hold waiting for someone to help me.

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/10/21) */ Contact Name and Title: COMPLAINTS AND APPEALS Contact Phone: XXX-XXX-XXXX Thank you for bringing your concerns to our attention. However, there is not enough identifying information in your review to resolve your concerns. We would love an opportunity to discuss this further. Please call us at X-XXX-XXX-XXXX, and we will be happy to open a formal complaint for you. Consumer Response /* (3000, 12, 2022/11/09) */ I have called the phone number provided but it goes to voice mail. I leave a voice message and no one has called me back. My name is ******* ***** ********* and I have been going for almost 3 months without contacts or lenses because of superior visions mistakes and now not answering. Business Response /* (4000, 14, 2022/11/18) */ Please find attached our response to this complaint. Thank you. Consumer Response /* (4200, 16, 2022/11/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) We continue to have communication issues. Last week, Tammie, from complaints department called me to confirm the problem was solved and that insurance was going to cover a little bit over $1k for my medical lenses. Later I called my provider and they let me know that insurance has not paid them as I was informed they would. The attached response provided by ***** ********** on Nov. 21st now states that insurance is only covering $250, and that per contract with my Doctor, Medical lenses is a "covered in full benefit for the member, so Ms. ********* cannot be balanced billed for the difference." - yet I just got off the phone with my Doctor and they said that is not a thing and that I would have to pay for the difference. My doctor has called the complaint department several times so I can stop playing phone tag, they always get the machine and while they have left a message, the complaints department will not call back. Complaints department, please call Circle of Life Eye Care, speak to Tom, via the number +XXXXXXXXXXX. I would also like to see the terms of the contract in which you say you will only pay up to $250 for medical lenses and that the provided cannot charge me for the remainder. After 3 months, several phone calls and a BBB complaint, if this issue is not resolved at the next contact I believe I have taken all reasonable steps to attempt to solve it via the normal business channels. Consumer Response /* (3000, 12, 2022/11/09) */ I have called the phone number provided but it goes to voice mail. I leave a voice message and no one has called me back. My name is Natalia ***** ********* and I have been going for almost 3 months without contacts or lenses because of superior visions mistakes and now not answering. Business Response /* (4000, 14, 2022/11/18) */ Please find attached our response to this complaint. Thank you. Consumer Response /* (4200, 16, 2022/11/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) We continue to have communication issues. Last week, Tammie, from complaints department called me to confirm the problem was solved and that insurance was going to cover a little bit over $1k for my medical lenses. Later I called my provider and they let me know that insurance has not paid them as I was informed they would. The attached response provided by Diana MacWhinnie on Nov. 21st now states that insurance is only covering $250, and that per contract with my Doctor, Medical lenses is a "covered in full benefit for the member, so Ms. Hartshorn cannot be balanced billed for the difference." - yet I just got off the phone with my Doctor and they said that is not a thing and that I would have to pay for the difference. My doctor has called the complaint department several times so I can stop playing phone tag, they always get the machine and while they have left a message, the complaints department will not call back. Complaints department, please call Circle of Life Eye Care, speak to Tom, via the number +XXXXXXXXXXX. I would also like to see the terms of the contract in which you say you will only pay up to $250 for medical lenses and that the provided cannot charge me for the remainder. After 3 months, several phone calls and a BBB complaint, if this issue is not resolved at the next contact I believe I have taken all reasonable steps to attempt to solve it via the normal business channels. Business Response /* (1000, 23, 2022/11/22) */ ***Document Attached*** Consumer Response /* (3000, 25, 2022/11/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response they sent on 11.22 is the exact same documents they have already sent on 11.18. I continue to call the complaints department and they don't pick up or call back. My provider is disagreeing with the contents of the letter which states I "cannot be billed by the difference". The provider is also saying they have only received $125 on 08/12 for this claim. There has been no other payment on 11/15 as the insurance response implies.