Business Profile

Optical Goods

EyeMed Vision Care, LLC

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Complaints

This profile includes complaints for EyeMed Vision Care, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

78 total complaints in the last 3 years.
25 complaints closed in the last 12 months.

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Submit a Complaint

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:03/26/2025
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.
Myself and my wife have contacted Eyemed vision benefits. I have been refused coverage through our optometrist office due to lack of vision benefits, we have contacted ********** around 8-10 times and they show that our vision coverage is paid in full and active on their end, but when we contact Eyemed they say my wife ***** ******** has active benefits and my son ***** ******** has active benefits but mine are innactive, we have called 8-10 times and have never gotten to the bottom of the issue, we are paying for a coverage that ********** says we should be receiving but Eyemed says I’m not eligible for because my benefits are not active. And we would like my vision benefits to become active since we are paying for them, and an apology from the buisness for the stress and complications they have caused as well as an added financial burden.
Business Response
Date: 04/14/2025
Better Business Bureau
Attn: **** ********
1 E. 4 , suite 600
Cincinnati, OH 45202

RE: ID Number ********
***** ********

Dear *** ********:

This letter is in response to your inquiries concerning a complaint filed with your office by *****
********. EyeMed Vision Care, LLC (“EyeMed”) is a network administrator for vision care benefits and its
wholly owned subsidiary, First American Administrators, Inc. is a licensed third-party administrator
handling vision care claims.

This is a ********** product and as such, we have forwarded this to ********** for awareness.
********** is working to respond to the Member’s concerns directly.

Thank you.

Very truly yours,

Amy E. S******
Manager – Compliance & Licensing
Customer Answer
Date: 04/14/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

I have been given the reasoning that it is a ********** issue and ********** says that it is Eyemed. On ********** end they have proof showing that I should receive benefits and say that they have tried to contact Eyemed 4 to 5 times on my behalf. The issue has never been resolved by this action, I would like Eyemed to actually follow through with contacting ********** so I know how to further file this complaint, as I do not believe Eyemed has ever tried to contact **********, and they have never responded when ********** has tried to contact them reagrding the refusal to cover my benefits that are paid and should be active. Thank you!

Regards,

***** ********

Business Response
Date: 05/13/2025

Better Business Bureau
Attn: **** ********
1 E. 4 , suite 600
Cincinnati, OH 45202

RE: ID Number ********
***** ********

Dear *** ********:

Thank you for the opportunity to respond further to the concerns raised in *** ********** (“Member”)
complaint.

EyeMed Vision Care, LLC (“EyeMed”) contacted ********** on April 11, 2025, to confirm the Member’s
eligibility. ********** verified that the Member’s vision benefits are active and current as of January 1, 2025,
with no termination date on file.

Additionally, our records show that the Member utilized his benefits successfully. A claim was received and
processed for services on April 22, 2025, for contact lenses. This indicates that his benefits were active and
available at the time of service.

On April 23, 2025, the Member contacted our Customer Care Center and was assisted in setting up and
accessing his member web portal. During this call, our agent ensured he could log in and view his benefits.

At this time, all issues regarding benefit access and eligibility appear to be resolved.

Thank you.

Very truly yours,

Amy E. S******
Manager – Compliance & Licensing
Customer Answer
Date: 05/22/2025
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,

***** ********
Initial Complaint
Date:03/20/2025
Type:Sales and Advertising 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 spoke with EyeMed on 10/25/24 and they sent me an email of providers that I could go to that were in-network for my $200 contacts credit. On 10/29/24, I went to ******* and purchased my contacts. The representative that helped me stated that they didn't accept EyeMed (which was false information). Since then, I've been attempting to receive my $200 credit from EyeMed, but have been pushed back and forth between agents with no resolution. This has been going on for 5 months, and needs to be addressed.
Business Response
Date: 03/25/2025
March 25, 2025
VIA PORTAL

Better Business Bureau
Attn: **** ********
1 E. 4th , Suite 600
Cincinnati, OH 45202

RE: ID Number ********
****** ******

Dear *** ********:

This letter is in response to your inquiries concerning a complaint filed with your office by ****** ******.
EyeMed Vision Care, LLC (“EyeMed”) is a network administrator for vision care benefits and its wholly
owned subsidiary, First American Administrators, Inc. is a licensed third-party administrator handling vision
care claims.

This is a ****** ******** product and as such, we have forwarded this to ****** for awareness.
****** is working to respond to the member’s concern directly.

We trust this successfully addresses the issue, but if you have questions or require additional
information, please feel free to contact me.

Very truly yours,

Amy E. S******
Manager – Compliance & Licensing
Customer Answer
Date: 03/25/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

From the response, I see that EyeMed forwarded the information to ******. It's a start, but doesn't solve anything. I've been passed back and forth from ****** to EyeMed to ******* for months with no resolution. I am requesting that I be refunded $200 for the purchase of contact lenses from a purchase made in October 2024. The ******* employee didn't file it correctly, and gave me paperwork to submit online for my refund. I was informed by ****** and then EyeMed, I was told this was the wrong paperwork, so they refiled it, and I was told it would be handled properly and I would have my refunded within a couple weeks. This was back in December 2024. It's almost the end of March, and this still hasn't been taken care of.

Regards,

****** ******

Business Response
Date: 04/04/2025

April 4, 2025
VIA PORTAL

Attn: ***** ********
1 E. 4th , Suite 600
Cincinnati, OH 45202

RE: ID ********
****** ******

Dear *** ********:

This letter is in response to your inquiry concerning a complaint filed with your office by ****** ******
(“Member”). EyeMed Vision Care, LLC (“EyeMed”) is a network administrator for vision care benefits and its
wholly owned subsidiary, First American Administrators, Inc. is a licensed third-party administrator
handling vision care claims.

As previously indicated, this is a ****** ******** product and as such, we have forwarded this to
****** for awareness. ****** is working to respond to the Member’s concern directly.

Should you have additional questions or need anything further, please don’t hesitate to contact me.

Very truly yours,

Amy E. S******
Manager – Compliance and Licensing
Business Response
Date: 04/14/2025

April 14, 2025
VIA PORTAL

Attn: ***** ********
1 E. 4th , Suite 600
Cincinnati, OH 45202

RE: ID ********
****** ******

Dear *** ********:

This letter is in response to your recent letter dated April 7, 2024, concerning a complaint filed with your
office by ****** ****** (“Member”). EyeMed Vision Care, LLC is working with ****** to address the
concerns the Member has and ****** will work with and respond to the Member directly.

Thank you.

Very truly yours,

Amy E. S******
Manager – Compliance and Licensing
Customer Answer
Date: 04/22/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Even though they stated there was an attachment in their message, there was nothing attached.

Regards,

****** ******

Business Response
Date: 05/06/2025
Good morning. Apologies. Attached is the response submitted on 4/14/2025 (text below).
Thanks.
Amy S******
April 14, 2025
VIA PORTAL

Attn: ***** ********
1 E. 4th , Suite 600
Cincinnati, OH 45202

RE: ID ********
****** ******

Dear *** ********:

This letter is in response to your recent letter dated April 7, 2024, concerning a complaint filed with your
office by ****** ****** (“Member”). EyeMed Vision Care, LLC is working with ****** to address the
concerns the Member has and ****** will work with and respond to the Member directly.

Thank you.

Very truly yours,

Amy E. S******
Manager – Compliance and Licensing
Customer Answer
Date: 05/17/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. Although I'm not happy with the results, I feel I won't get anywhere with my complaint, so it's okay to close the case.

Regards,

****** ******
Initial Complaint
Date:02/20/2025
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.
This company refuses to provide an updated list of providers in network, instead insisting that they cannot help schedule an exam, they can only give out the provider list they have, which they do not remove providers from, when they don't have a contract with them, and even when the provider closes the business they will still keep them on the provider list The automated phone system is intentionally setup to waste people's time, and does not authenticate users or relay the information collected from it to the people on the phone. The company is aware that this IVR system doesn't work and only serves to waste the time of customers calling in for help, yet they refuse to fix it, disable it, or provide an alternative. The only way to get help from this company is to call your own insurance provider and open up a grievance for an out of network claim. Eyemed is a scam.
Business Response
Date: 03/03/2025

March 3, 2025

VIA PORTAL
Attn: ***** ********
1 E. 4th, Suite 600
Cincinnati, OH 45202

RE: ID ********
**** ***

Dear *** ********:

This letter is in response to your inquiry concerning a complaint filed with your office by **** ***
(“Member”). EyeMed Vision Care, LLC (“EyeMed”) is a network administrator for vision care benefits and its
wholly owned subsidiary, First American Administrators, Inc. is a licensed third-party administrator
handling vision care claims.

This is an ****** product and as such, we have forwarded this to ****** for awareness. ****** is
working to respond to the Member’s concern directly.

Should you have additional questions or need anything further, please don’t hesitate to contact me.

Very truly yours,

Amy E. S******
Manager – Compliance and Licensing
Customer Answer
Date: 03/04/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Eyemed is incapable of being honest or answering any questions directly. They refuse to remove inaccurate information from their provider list, and don't provide a way to report that information. (The email they give out for reporting inaccurate info is bogus and no one reads/replies to them)

Their own website has broken links for things like "how to claim your benefits" which they acknowledge is broken (and has been since 2022) but they won't remove the broken links.

Their IVR automated phone verification system is broken and has been for 3 years. But they refuse to fix that or stop using it as well.

Absolutely none of this is ******* responsibility, but Eyemed refuses to provide actual customer service.
They also WILL NOT SCHEDULE AN EXAM FOR YOU. Even though there's a button on their website for "schedule an exam"

If you need help, call your insurance provider and open up a grievance. Use the exact words "this delay in care is severely affecting my health" and you should get someone assigned to take over your case for you so you don't have to keep calling.

Eyemed is a company that profits off of making it difficult for people to get access to care. Their lack of response/willingness to address ANY technical issues with their company, shows that they are fully aware of these problems, and are complacent because it benefits them.

Regards,

**** ***

Business Response
Date: 03/18/2025
March 18, 2025

Attn: ** ***** ********
1 E. 4 , Suite 600
Cincinnati, OH 45202

RE: ID ********
**** ***

Dear *** ********:

This letter is in response to your follow up inquiry concerning a complaint filed with your office by ****
*** (“Member”). As previously mentioned, EyeMed Vision Care, LLC (“EyeMed”) is a network administrator
for vision care benefits and its wholly owned subsidiary, First American Administrators, Inc. is a licensed
third-party administrator handling vision care claims.

As previously indicated, this is an ****** product and as such, we have forwarded this to ****** for
awareness. EyeMed is working with ****** to respond to the Member’s concern directly.

Should you have additional questions or need anything further, please don’t hesitate to contact me.

Very truly yours,

Amy E. S******
Manager – Compliance and Licensing
Customer Answer
Date: 04/02/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Eyemed is intentionally preventing customers from getting access to care by:

1. Refusing to validate the computer program generated list of network providers they are fixing out to customers
2. Knowingly operating a broken IVR system and a broken online AI chat bot system that customers are forced to use, despite the company inputting wrong zip code information into customer profiles in that automated system. This prevents customers from being able to use eyemeds services both online and over the phone.
3. Refusing to provide access to any employees who can FIX the issues with the IVR system that prevents access to care

I have gathered sufficient evidence to prove this is an ongoing issue the company is aware of, that prevents access to care for hundreds, maybe even thousands of patients, and the eyemed not only refuses to address any of these issues, it will not even designate a department or office to addressing them, instead forwarding everything to their Quality Assurance Department, who will "forward the complaint to ******".

Its not ******* job to fix eyemeds broken systems. Eyemed is the only one who can fix these issues preventing access to care for patients, and they refuse.

If you've made it this far in reading because you are fighting for your own access to care, call your insurance and open a grievance.

Regards,

**** ***

Business Response
Date: 04/16/2025
April 16, 2025

Attn: ** ***** ********
1 E. 4 , Suite 600
Cincinnati, OH 45202

RE: ID ********
**** ***

Dear *** ********:

Thank you for your continued follow-up regarding *** ***** (“Member”) concerns. We appreciate the
opportunity to respond.

EyeMed Vision Care, LLC (“EyeMed”) would like to reiterate that we are not delegated to handle direct
servicing issues or complaint resolution for ****** ******** members. As outlined in our previous
responses, our role in this instance is to support ****** by conducting internal research and forwarding any
findings to their team for direct member outreach and resolution.

In this Member’s case, Quality Assurance has reviewed his concerns in detail. We have forwarded all
findings and context to ******** Grievance & Appeals team, per protocol. We have confirmed that ******
has engaged in multiple outreach efforts to address and clarify the Member’s concerns directly.
•
Notably:
• The Member received services from an in-network provider on 03/19/2025, including a
medically necessary exam and materials.
The “Access to Care” process was initiated to confirm provider availability in his area, and
• a list of confirmed providers was supplied to ****** and subsequently shared with the
Member.
No issue with zip code recognition could be replicated through our IVR testing. The
system accurately reflects the Member’s zip code and correctly prompts plan selection
prior to routing to a representative.

While we acknowledge the Member believes this is an EyeMed issue, our contractual and operational
responsibilities do not authorize us to correspond with members in this capacity for ****** ********. As
such, we must continue to defer resolution and direct communication to ******, the appropriate party per
delegation.
*** ***** ********

We remain committed to supporting ****** in ensuring the Member receives the service he requires.

Very truly yours,

Amy E. S******
Manager – Compliance and Licensing
Customer Answer
Date: 05/07/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Eyemed is blatantly lying. They have not tested their IVR, they have not fixed it, and their own chat support just acknowledged it's still not working correctly and they are aware of the problem for months now, and that there's no way to speak to anyone who can fix it.

This company is built on lies and delay tactics meant to prevent members from accessing care, so the profits are higher for the shareholders. There's not even a way to reach anyone at the company, when you call the main phone number on the response letter, most of the menu options hang up on you.

It's truly horrific what they are getting away with. They think poor people are too stupid to figure out what's happening or fight back, and they keep getting away with it because there is no oversight. Insurance subcontractors like eyemed need to be investigated and regulated to stop the harm they are causing to our mental and physical health.

If you read this and are feeling despair because you can't get access to care, call your insurance and open up a grievance, and keep opening grievances until they actually help you. Don't give up.

Regards,

**** ***
Initial Complaint
Date:02/20/2025
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.
I visited a ******* Vision Center in ************ ** (the location at *******). They found my EyeMed insurance (unfortunately, it's not *****....) and proceeded to build my glasses order. According to EyeMed, they only provide coverage at two ******* Vision Center locations: ******* Vision Center 2*** ******** **** ** ************ ** ***** ###-###-#### ******* Vision Center *** ****** **** ** ************ ** ***** ###-###-####. This is completely unjust, and unfair. I'll discontinue my insurance policy with EyeMed and move forward with a better provider. EyeMed should not be allowed to conduct business (as seen by their D- BBB rating...)
Business Response
Date: 03/03/2025

February 26, 2025

********* *****
BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana
1 E 4th, Suite 600
Cincinnati, OH 45202

Re: Complaint ID ********

Dear *** *****,

The above referenced complaint sent to EyeMed Vision Care, LLC, was forwarded to Fidelity
Security Life Insurance Company (“FSL”) for review and response. The member was covered
under a Limited Benefit Individual Vision Policy which is underwritten by FSL with certain
administrative services provided by EyeMed Vision Care, LLC and claims services provided by
First American Administrators, Inc., collectively “EyeMed”.

Although the member indicates coverage was not provided/available with a certain provider,
this is incorrect. As stated in the Policy/Certificate, insured persons have the right to choose a
provider to obtain vision care and materials. However, payment of benefits varies depending on
whether the chosen provider is in-network or out of network. It is the member’s responsibility
to obtain the network status of their chosen provider prior to receiving covered services and/or
materials. EyeMed provides its members a list of its in-network providers via its website and,
upon request, by phone, e-mail, or mail.

EyeMed has no record of receiving a claim for the member’s glasses (frame and/or lenses) for
the amount noted in the complaint, $667.00.

We trust this response satisfactorily addresses the issues presented by the member. If you have
additional questions or concerns, please contact our office.

Sincerely,

Fidelity Security Life Insurance Company
Initial Complaint
Date:02/12/2025
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.
I signed up for an Eyemed insurance policy in 2022 per the advisement of the *********** retailer I was in purchasing contact lenses. They told me this was a ONE YEAR policy & that it would end at that time. I signed up for the policy to receive the discount as they advised. Since then I have now realized that this company has been Billing my business credit card Annually for a service I have not been using & do not intend to use. Upon trying to stop payment & dispute the charged with the Credit Card company they are trying to say I did not uphold to their cancellation policy. I have looked on their Website & cannot find a valid phone number, e-mail, address, etc or any type of cancellation policy. Nor did I receive any kind of annual statement from this company to tell me they would be making a charge to my card, etc! This company is a fraud, they are scamming people out of their money without any way to cancel their policy or even contact someone for support! I never received insurance cards or anything, simply one discount inside of the lens crafters store & never hear of them again until now I'm battling my credit card company over a manual chard put in by a company called ****************... apparently that is Eyemed but you would never know because it says nothing about them on that website!! I want this policy canceled & I want you to stop charging my card for a service I DO NOT USE!!
Business Response
Date: 02/27/2025
Good afternoon.
This member is a member of a plan underwritten by Fidelity Security Life Insurance Company (FSL). They are managing the response and EyeMed is assisting them in responding. An extension was requested by FSL and granted with a response due 3/4.
Please let me know if you have any questions.
Amy S******
Manager, Compliance & Licensing
Business Response
Date: 03/20/2025

***** ********
BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana
1 E 4th, Suite 600
Cincinnati, OH 45202

Re: Complaint ID ********

Dear *** ********,

The above referenced complaint sent to EyeMed Vision Care, LLC, was forwarded to Fidelity
Security Life Insurance Company (“FSL”) for review and response. The member was covered
under a Limited Benefit Individual Vision Policy which is underwritten by FSL and available
through EyeMed Vision Care, LLC, with certain administrative services provided by
****************, Inc. (collectively herein “EyeMed”).

The member indicates that retailer ************ indicated that the policy was for a one-year
term. Neither EyeMed nor FSL have information regarding, or is in any way responsible for,
communications between ************ and the member.

According to information from EyeMed, on December 1, 2023, the member completed an
online application and a payment authorization form. With their signature on the signed
payment authorization form, which states in part as follows, the member authorized automatic
payment of the annual premium until the member requested cancellation of the Policy in
writing:

I am signing up for an automatic payment plan. I authorize
**************** to charge my account (Credit/Debit Card, Bank
Account) for the products above, until I request cancellation in
writing.

Upon approval of the member’s application on December 1, 2023, EyeMed sent the member an
email containing instructions for logging in to the member’s online account to access their
Policy and ID card; the email also invited the member to log into the Customer Service Center
online or call the provided telephone number with any questions. That same day, a Welcome
Letter was available through the member’s portal, which stated in part:
Any payments drafted from your financial institution will show up
as ****************. This policy is ongoing and payments will
continue to post until we receive written notification of your
request to cancel....

The Policy issued to the member effective December 8, 2023, contains, in part, the following
provision:

TERMINATION OF INSURANCE
This Policy will end on the earliest of the following dates:
. . .
4. on any date on or after the date the Company receives the Insured’s written
request for cancellation of coverage. Any unearned premium will be refunded on
a pro rata basis.

On February 18, 2025, the member contacted EyeMed to cancel the policy. EyeMed cancelled
the policy effective that same day and processed a refund of unearned premium.

In summary, information provided to, and signed by, the member at the time of application and
immediately following approval of the application clearly stated that automatic premium
payments continue until such time as the Policy was cancelled, provided contact information
for the Customer Service Center, and indicated coverage would terminate only upon written
request.

We trust this response satisfactorily addresses the issues presented by the member. If you have
additional questions or concerns, please contact our office.

Sincerely,

Fidelity Security Life Insurance Company
Initial Complaint
Date:02/06/2025
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.
I have given the complaint/grievance about a dissatisfaction by a member in writing which is under the member bill of rights. I had also, relay a concern and report potential fraud or abuse practices by providers by billing the wrong plan. Again under the member bill of rights. I was told to bad that they don't care. If they don't work with the provider and correct the errors I will file a complaint with the ******* State Insurance Commissioner.
Customer Answer
Date: 02/13/2025
I have contacted the Midwest Eye consultant 3 times to correct the billing problem 3 times. Not to mention the 20 minutes I spent telling them the correct insurance to bill with the card and other documents. I have also called twice into the office and was hung up on both times. The provider is refusing to correct or accept the change. The over charged me for the visit because the insurance policy the billed doesn't require a co-pay and the other requires a $10 co-pay which they charged. The insurance eye med in there bill of rights said they want you know problems with provider and they would act in my behave. Also, when I disputed the claim on the other policy that it wasn't right I was told to bad. Both not customer friendly and both refusing to make it right. I want to correct policy charged which is the one with the co-pay. I am not asking for money back only that they do what is right.
Business Response
Date: 02/18/2025
February 18, 2025

Better Business Bureau (BBB)
Attention: ***** ********

VIA: BBB Portal

Member: ***** ********
Re: Vision
BBB File No.: ********

Dear BBB:

This is in response to your correspondence dated February 13, 2025, regarding the above referenced member.

Due to federal laws pertaining to the Health Insurance Portability and Accountability Act (HIPAA) and the Protected Health Information (PHI) portion of it that went into effect April 14, 2003, we cannot relinquish information without proper authorization. Therefore, we will be addressing the concerns in question and responding directly to ***** ********.

I trust that the information provided will aid in resolving your concerns and want to thank you for the opportunity to assist you. Should you have any additional inquiries, please do not hesitate to contact me at ************************************.

Thank you for your concern.

Jennifer G*******
Grievance Analyst I
Medicare Complaints, Appeals & Grievances
Customer Answer
Date: 02/18/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Since this is a billing issue and not a medical issue HIPPA does not apply. Because, I have been reporting a fraud on the account billed and not medical related issues it can be addressed. Also, clients bill of rights is a contractual obligation and again not medical it can be addressed. Again Eyemed wants clients to report bad experiences and inappropriate behavior of providers also doesn’t mean that HIPPA applies either.

Regards,

***** ********

Business Response
Date: 02/27/2025
February 27, 2025

Better Business Bureau (BBB)
Attention: ***** ********, Marketplace Resource Consultant
1 E. 4th Street, Suite 600
Cincinnati, OH 45202
VIA: BBB Portal

Member: ***** ********
Re: EyeMed
BBB File No.: ********

Dear BBB:

This is in response to your correspondence dated February 25, 2025, regarding the above referenced member.

Due to federal laws pertaining to the Health Insurance Portability and Accountability Act (HIPAA) and the Protected Health Information (PHI) portion of it that went into effect April 14, 2003, we cannot relinquish information without proper authorization. Therefore, we will be addressing the concerns in question and responding directly to ***** ********.

I trust that the information provided will aid in resolving your concerns and want to thank you for the opportunity to assist you. Should you have any additional inquiries, please do not hesitate to contact me at ************************************.

Thank you for your concern.

Jennifer G*******
Grievance Analyst I
Medicare Complaints, Appeals & Grievances
Initial Complaint
Date:01/08/2025
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.
We had coverage and it ended on 12/31/2024. But I cannot get a letter from EyeMed to prove to the employer my coverage for my wife ended. I need a letter sent to our email ************************ showing the end of her coverage and her do and the date coverage ended. One of their CSRs just hung up on me while I was waiting to speak with a manager. My wife and myself have sent in multiple request for this termination letter or proof that my wife's coverage ended... And the company refuses.
Business Response
Date: 01/22/2025

January 22, 2025
VIA PORTAL

Attn: ** ***** ********
1 E. 4 , Suite 600
Cincinnati, OH 45202

RE: ID ********
***** *** **** ******

Dear *** ********:

This letter is in response to your inquiry concerning a complaint filed with your office by ***** and
**** ****** (“Members”) regarding their requests for letters of termination of coverage. EyeMed Vision
Care, LLC (“EyeMed”) is a network administrator for vision care benefits and its wholly owned subsidiary,
First American Administrators, Inc. is a licensed third-party administrator handling vision care claims.

After thoroughly reviewing the matter, we would like to provide the following information:

EyeMed is unable to generate a formal letter of termination of coverage as requested. However, to assist
the Members, we can provide screenshots from our system displaying the effective and termination dates of
their respective coverage.

For a formal letter of termination, we recommend that the Members contact the Human Resources
Department or Benefits Administrator of their former employers, as these entities typically handle such
requests.

Please let us know if you require any further information or clarification regarding this matter.

Very truly yours,

Amy E. S******
Manager – Compliance and Licensing
Initial Complaint
Date:12/30/2024
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 have been paying for insurance and the insurer has said I don’t have insurance. They have denied coverage, and when I’ve sealed to resolve they’ve hung up on me multiple times and disconnected multiple chats so that they can avoid paying coverage.
Business Response
Date: 01/09/2025

January 9, 2025
VIA PORTAL

Attn: ***** ********
1 E. 4th , Suite 600
Cincinnati, OH 45202

RE: ID ********
******* *******

Dear *** ********:

This letter is in response to your inquiry concerning a complaint filed with your office by ******* *******
(“Member”) regarding concerns with their vision benefit coverage. EyeMed Vision Care, LLC (“EyeMed”) is a
network administrator for vision care benefits and its wholly owned subsidiary, First American
Administrators, Inc. is a licensed third-party administrator handling vision care claims.

As mentioned, EyeMed serves as the administrator for routine vision care benefits and does not
determine coverage eligibility or make decisions regarding account activation or termination. Based on our
review of this case, the customer contacted our service team on December 27, 2024, and December 30, 2024.
During these interactions, our representatives correctly informed the customer that their account was
inactive at that time.

After these interactions, we learned that the customer’s account was retroactively reactivated with an
effective start date of April 1, 2024. This update appears to have been made after December 30, 2024, as our
systems reflected the account as inactive during the calls. We have reached out to the Member’s benefits
administrator, ****** ** *****, to confirm the timeline and the reason for the retroactive update.

We understand the customer’s frustration and regret any inconvenience caused. Additionally, we have
noted the Member’s concerns about dropped calls and disconnected chats. While we take such feedback
seriously, our review indicates that our representatives provided accurate guidance and referred the
customer to their benefits administrator, as EyeMed does not have the authority to resolve issues related to
eligibility.

The account has since been updated, and the customer’s routine vision care benefits are currently active
and available for use. We remain committed to assisting the customer and will continue to work with Mutual
of Omaha to provide further clarification regarding the retroactive update.

If additional details are needed, please feel free to contact me.

Very truly yours,

Amy E. S******
Manager – Compliance and Licensing
Customer Answer
Date: 01/13/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

The did not provide accurate guidance or advice and instead bounced me between organizations dropping multiple calls so that it couldn't be properly resolved. Further I have incurred personal costs of $640 out of pocket for vision related expenses that should have been covered, but I could not receive care because they denied my coverage. If there is an issue with ****** ** ***** they should be responsible for collecting as the administrator of services and I expect a refund for my premium payments over the past 12 months.

Regards,

******* *******

Business Response
Date: 01/24/2025
January 24, 2025
VIA PORTAL

Attn: ***** ********
1 E. 4th , Suite 600
Cincinnati, OH 45202

RE: ID ********
******* *******

Dear *** ********:

EyeMed Vision Care, LLC (“EyeMed”) appreciates the opportunity to provide additional clarification
regarding the concerns raised by ******* ******* (“Member.”).

After further investigation and collaboration with the benefits administrator, ****** ** *****, we have
identified an administrative• error that caused the vision coverage lapse reported by the member. Here are
the details:
****** ** ***** received notification on January 18, 2024, that the Member elected
• COBRA coverage effective January 1, 2024. However, due to an administrative error, only
dental coverage was activated, even though both dental and vision were elected.
On December 27, 2024, ****** ** ***** received the necessary documentation
confirming the vision election. Vision coverage was reinstated retroactively to January 1,
2024, ensuring no lapse in coverage.

Currently, EyeMed’s records reflect the Member’s effective date as January 1, 2023, for the Member and
their dependents, ***** and ******.

To address the• Member’s concerns regarding out-of-pocket expenses:
• in-network provider
EyeMed has agreed to waive the timely filing limit for this case.
If the Member received services from an , they should provide the
provider's details to EyeMed, and we will assist by contacting the provider to request
• submission of claims. Once processed,out the- ofprovider-network will provider reimburse the member within
their benefit limits.
If the services were received from an , the member may submit
the following to EyeMed for reimbursement:

A completed Out-of-Network Claim Form (attached for convenience).
Itemized receipts for the services received.
These documents can be sent via email to ******************* for prompt
processing.

We sincerely regret any inconvenience this administrative error has caused and are committed to
ensuring the Member and their dependents receive the benefits they are entitled to. For further assistance or
questions, the member can contact us at *******************.

Thank you for your understanding and for allowing us the opportunity to address this matter thoroughly.
If additional details are needed, please feel free to contact me.

Very truly yours,

Amy E. S******
Manager – Compliance and Licensing

Enclosure
Initial Complaint
Date:12/24/2024
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.
They don’t want to honor their out of network benefits. I’m due about $400 in frames and lenses reimbursements. They had me mail back checks for the first claim which came to $100 total. Then I had to resubmit, now I call to check the status and I’m told they reimbursed me the same exact amount $100 something. What is the deal? I was told over the phone to resubmit with a different form, so I did. What’s happening here?
Business Response
Date: 01/15/2025
January 15, 2025
VIA PORTAL

Attn: ** ***** ********
1 E. 4 , Suite 600
Cincinnati, OH 45202

RE: ID ********
******* *****

Dear *** ********:

This letter is in response to your inquiry concerning a complaint filed with your office by ******* *****
(“Member”). EyeMed Vision Care, LLC (“EyeMed”) is a network administrator for vision care benefits and its
wholly owned subsidiary, First American Administrators, Inc. is a licensed third-party administrator
handling vision care claims.

This is an ****** product and as such, we have forwarded this to ****** for awareness. ****** is
working to respond to the Member’s concern directly.

Should you have additional questions or need anything further, please don’t hesitate to contact me.

Very truly yours,

Amy E. S******
Manager – Compliance and Licensing
Initial Complaint
Date:12/19/2024
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.
EyeMed manages optical coverage for ******* ****** ****. ******* tells me I have $400/year for frames and lenses. On October 3 I bought glasses from the EyeMed in-network provider and EyeMed only paid them $240 instead of the full $400 leaving me to pay $160 which I don't owe.
Business Response
Date: 01/06/2025
January 6, 2025
VIA PORTAL

Attn: ***** ********
1 E. 4 , Suite 600
Cincinnati, OH 45202

RE: ID ********
****** ******

Dear *** ********:

This letter is in response to your inquiry concerning a complaint filed with your office by ****** ******
(“Member”). EyeMed Vision Care, LLC (“EyeMed”) is a network administrator for vision care benefits and its
wholly owned subsidiary, First American Administrators, Inc. is a licensed third-party administrator
handling vision care claims.

This is a ******* Health member and as such, we have forwarded this to them for awareness. *******
Health is working to respond to the Member’s concern directly.

Should you have additional questions or need anything further, please don’t hesitate to contact me.

Very truly yours,

Amy E. S******
Manager – Compliance and Licensing
Business Response
Date: 01/06/2025
January 6, 2025
VIA PORTAL

Attn: th ***** ********
1 E. 4 , Suite 600
Cincinnati, OH 45202

RE: ID ********
****** ******

Dear Ms. ********:

This letter is in response to your inquiry concerning a complaint filed with your office by ****** ******
(“Member”). EyeMed Vision Care, LLC (“EyeMed”) is a network administrator for vision care benefits and its
wholly owned subsidiary, First American Administrators, Inc. is a licensed third-party administrator
handling vision care claims.

This is a ******* Health member and as such, we have forwarded this to them for awareness. *******
Health is working to respond to the Member’s concern directly.

Should you have additional questions or need anything further, please don’t hesitate to contact me.

Very truly yours,

A** E. S******
Manager – Compliance and Licensing

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