ComplaintsforNational Vision Administrators, LLC
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Complaint Details
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Initial Complaint
08/15/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
In April 2024, I submitted a claim for reimbursement. Right after I realized that my address on file was outdated. I contacted National Vision Administrator (NVA) on April 15, 2024 about this issue, and followed their instruction to update my address. Due to the process involves multiple parties, I asked NVA on May 3 to see if possible to hold off the reimbursement check, and was told that the check was mailed out on April 26, but they would mail the check to my current address once it is updated. On May 6, 2024, NVA confirmed that the address update. I followed up with the check, they said that they must wait for the check to come back undeliverable. I explained that it would be almost impossible based on my knowledge of how my old apartment building handles mail. Nonetheless, NVA still insisted to wait and ask me to update them on June 6, 2024 if I dont get the check - that was a ridiculous request considering I have already moved. However, I respected their "policies and procedures", and chose to wait.On June 6, I confirmed with NVA that I did not receive the check. No update received for 2 weeks. I followed up on June 21, still no update. On July 26, NVA stated that the check was cased 5/17/24. A copy of the signed check was sent to you on 7/16. - I have never received anything including the so called signed check. So I told NVA that I have not received it - and now they wants to blame it to me for not updating address before submitting claim. What was all the wait for?Since then, NVA has been ignoring my emails and has no intention to fix this issue. The simple fact is I have not received the reimbursement. If the check got stolen, it is the risk NVA decided to take by letting a check sitting in a mailbox for months while knowing that I no longer live there. This is unacceptable.Business response
08/23/2024
Good afternoon, please be advised we have resolved the complaint filed by *************** with the BBB. We did reach out to the member and offered to more fully explain what happened with the reimbursement check, re-issued a check in the amount of $200 via overnight mail and have confirmed receipt via email. NVA considers this matter closed.
Please let me know if you or *************** have any further questions.
Sincerely,
*************************
*****************
Customer response
08/23/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
***************
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.