Business Profile

Optical Goods

EyeMed Vision Care, LLC

This business is NOT BBB Accredited.

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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

76 total complaints in the last 3 years.
29 complaints closed in the last 12 months.

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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:09/20/2023
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 repeatedly contacted Eyemed to cancel any renewal of my policy. The email provided on their website (*********************************) is not active. The phone numbers ###-###-#### and ###-###-#### only ring as busy or not connected. I have sent emails through the online form, but there is no confirmation email that it was received or will be acted on. Eyemed clearly makes it as difficult as possible to cancel the renewal and it is an obvious business tactic since everything is one full year. I have all the screenshots of my attempts to cancel with time stamps. Further, I will be contacting my current payment method, which is American Express, and instructing them to stop all payments as of the current renewal date to ensure Eyemed does not attempt to continue to bill me. This is c
Initial Complaint
Date:09/09/2023
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 ordered eyeglasses through a ****** ******* retail store in ******* ******** on 7-29-2023. I used Eyemed vision insurance benefits. Group name: ****** ****** *******, Group ID: *******. Subscriber: ***** ******* Submitted charge: 464.99 Eye med paid: 214.99 The glasses were made and I received them the first week in August. I wore them for two weeks. They made my eyes very tired and didn't feel correct. So I took the eyeglasses to the eye doctor who did the exam. They inspected them and said they weren't made correctly. They recommended I bring them back to ****** ******* and either have them remade or get a refund, and have ****** ******* contact Eye Med to reinstate my insurance claim. I went back to ****** and asked for a refund and have them contact Eye Med. They refunded my out of pocket expense, but said they couldn't contact Eye Med. They said I needed to do that part. I have attempted to contact Eye Med by phone, and their customer service is an AI bot that will not give me an option for speaking with a human being. I looked through their website and there is no option for actual communication with a real person that I can see. I did chat with an extraordinarily unhelpful person when I first attempted to resolve this. I was told I needed to talk with ****** ******* and then they ended the chat. I would like a person from Eye Med to contact ****** ******* and reinstate my vision benefits. I will go to my eye doctor to order a pair of eyeglasses that will be made correctly. ****** ******* phone is ###-###-####. Thank you!
Business Response
Date: 09/25/2023
Thank you for contacting Eyemed. Members benefit for frame and lens has been reinstated.

Thank you,
EyeMed Quality Assurance
4000 Luxottica Place, Cincinnati, OH 45040
eyemed.com
Specialist: 905

Our secure email process is changing! Please click this link (Job Aid) for reference.
Customer Answer
Date: 10/01/2023
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.

Regards,

***** *******
Customer Answer
Date: 10/02/2023
Hi Renee,
My case number is ID ********.

I received the message that EyeMed wrote:
thank you for contacting EyeMed. Members benefit for frame and lens has been reinstated.

There is no contact info from EyeMed, such as an email or phone number or person's name. I am really hoping that this response is true. When I go to the EyeMed online customer portal, I see the claim for the original eyeglasses I purchased with this insurance plan to ****** *******. There is nothing in the portal to indicate that I have reinstated benefits to purchase another pair of eyeglasses. This is extremely frustrating, and I don't want to close out my complaint until I know for sure that I will be able to use the benefit.

I plan to go to the eye doctor's office where I got my prescription, and ask them to check to see if my benefit was actually reinstated. I plan to go within the next week if I can, after work. Therefore, until I am sure, please keep this case open. I also would like to state for the record, that I have never in my entire adult life received such poor customer service from an insurance company.
These people deserve no stars on the customer service satisfaction scale!

Thank you,
***** *******
Initial Complaint
Date:08/28/2023
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.
On April 7th, 2023, I had eye exam done at Eyewear 2020. However, when Eyewear 2020 filed the claim with EyeMed, they claimed that I also got glasses (both frame and lens), which is incorrect. I ONLY got exam done there. Eyewear 2020 closed the business so I could not reach out to them asking them to reverse the claim. So I called EyeMed again to tell them that. They told me to email ******************* to resolve this matter, so I did on June 5th, 2023. Till this date, they still haven't responded to my email, not to mention a solution. I've followed up with them multiple times, still no answer. On 6/20/23, I emailed them again giving them additional information - Eyewear 2020 handed all of their pending orders to another store Opti-vision 4 U to handle; I was able to talk to them and they told me that they can confirm that I did NOT receive glasses from Eyewear 2020. EyeMed rep talked to the store and confirmed that. However the rep told me that even though she confirmed it, she could not reverse my claim and I still need to go through *******************, since I already filed a complaint. So I emailed them with this additional info on 6/20/23. And I told them that I could withdraw my complaint if that makes it easier, but still NO response yet as of today. The rep told me that since EyeMed only administers the claims, they have to let Aetna make that decision. However, whenever I called Aetna vision, I always get routed to EyeMed customer service. They told me the ******************* email is the way to go. They'll forward all my info to Aetna. I need this matter to be resolved, so they can reverse my incorrect claim and open up my benefits, so they can process reimbursement for my glasses (both frame and lens) from Costco.
Business Response
Date: 08/30/2023
Good afternoon.
EyeMed Vision Care, LLC is in receipt of the complaint however, there is not enough identifying information to locate the member. We will need the member’s date of birth, member address, member ID number, the full name of the servicing provider and full physical address of the servicing location in order to proceed.
Thank you.
Business Response
Date: 09/06/2023
Dear ******* **********
Please see our response to complaint # ******** for ******* **** that was received by us on August 28, 2023. Our Executive Resolution Team researched your concerns, and I would like to share the results of the review with you.

Upon receipt of the member’s concerns we immediately reached out internally for review. We confirmed that there are two previous complaints on file for this member under case numbers ************* and 2*********804. Under case number 2*********451, the member was issued a letter on June 30, 2023, advising that the claim in question would be voided. We reached out to EyeMed again on September 5, 2023, they confirmed that the member’s claim was voided, and her 2023 benefits were reinstated. EyeMed also confirmed that the Costco claim was already on file, and they reprocessed the claim for payment on September 5, 2023. Please know, the out-of-network reimbursement amount of $92 will be issued to the member within 21-28 days. Should the member have any questions regarding this reimbursement, we recommend that she contact EyeMed directly.
We take customer complaints very seriously and appreciate you taking the time to contact us and giving us the opportunity to address Ms. ****** concerns. If there are any additional questions regarding this particular matter, please contact the Executive Resolution Team at ********************************

Sincerely,

Shay G.
Analyst, Executive Resolution
Executive Resolution Team
Customer Answer
Date: 09/06/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.

Regards,

******* ****
Initial Complaint
Date:08/15/2023
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.
We are in the process of changing eye providers. We searched the network on our cards and scheduled with a provider. They called to cancel saying they are out of network with our specific plan. I pulled up my ID card online and it showed a different network. I called customer service to confirm the correct network. The agent I spoke with told me the old network on our cards, wasn't really sure how to address the issue of our cards saying a different network. She was unable to tell us when it changed, and once again, kept telling us to use the old network and further suggested that all network are "essentially the same." She then sent a list of providers, which ironically was from a different network. I would like a new ID card sent to me. A printed one from online will not holdup well in my wallet. Provider DO require a card and scan it at check-in, despite your website stating that no provider should really need it. Further I need someone to call me to clarify the correct network my plan actually utilizes and tell me when it switched. Further, the agent I spoke with today, 8-15-23, needs coaching.
Business Response
Date: 08/30/2023
August 30, 2023
VIA EMAIL: ***********************
Better Business Bureau
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, ***** ******** *************** **** is a licensed third-party administrator handling vision care
claims.
We have reviewed the concerns raised by the Member regarding the validity of the network information provided.
It appears that there might be a misunderstanding related to the term "Select" in the context of network selection. We
would like to address the matter in detail.
It appears that the Member is interpreting the presence of the word "Select" as a requirement to complete an
action for inputting network information. However, we would like to clarify that "Select" is the name of the network
itself, and not a prompt for further action.
In cases where a provider listed on the Select network provider roster indicates that they are no longer accepting
this network, we kindly request that the Member provides us with specific information about the provider and location
involved. This information is essential for us to take any necessary actions. If such information is not provided, the
Member is encouraged to choose an alternative provider from the list that we have furnished.
It's important to note that possession of a physical Membership card is not mandatory for availing services from an
EyeMed provider. We offer the flexibility of using either a mailed ID card or an electronically accessed PDF version.
The mailed ID cards are printed on card stock and do not come in a plastic or laminated format. I am working with the
team to get an ID card mailed to the member as requested.

We apologize for the delay in responding to the complaint. We also hope this clarification addresses the concerns
raised by the Member. Please feel free to contact us if any further assistance is required.
Very truly yours,
Amy E. S******
Manager – Compliance and Licensing
Customer Answer
Date: 08/30/2023
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:
1. The confusion was on the part of the customer service agent at EyeMed that I called. Please listen to the call that was recorded (I was informed that all calls are recorded) where the EyeMed AGENT said "the networks are the same, but I would encourage you to continue to use the Insight Network." I am not making this up. I DEMAND that this call be listened to and further response from the business acknowledge the ridiculous and mishandling of my question in the call. No exceptions. I will continue to reject your response until you acknowledge the customer service agent's lack of appropriate understanding and response to my question. I am not confused. I called to clarify the network change and the agent herself was unaware of the networks and differences. This complaint was started and remains a concern because of your agent's inability to answer my simple question and understand the differences in networks.
2. I asked for new cards be sent to my family in the mail that show the Select Network. I myself am a healthcare provider and cannot believe that EyeMed would not only refuse this request, but itself would feel the need to speak on behalf of medical providers everywhere in suggesting that consumers having ID cards with the correct information necessary. It was our old card being emailed in advance to a provider that allowed us to schedule, but then learned weeks later, just before the appointment, that our network had changed and the appointment canceled. No healthcare practice will schedule a patient without an insurance card being provided in advance or at check-in. Please mail us new cards and stop telling me and providers how to run our practices. This was the second reason for a complaint, which you ignored and did not acknowledge in your response.

Regards,

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

Business Response
Date: 08/31/2023
Good morning.
As mentioned in our previous response. I have submitted a request for to have an ID card mailed to the member. The request will produce 2 ID cards in the subscribers name printed on cardstock. Please allow up to 14 days to receive the cards via mail.
Thank you.
Customer Answer
Date: 08/31/2023
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.
1. Thank you for requesting new cards.
2. In response to the following from your initial response: "We have reviewed the concerns raised by the Member regarding the validity of the network information provided.
It appears that there might be a misunderstanding related to the term "Select" in the context of network selection. We
would like to address the matter in detail.
It appears that the Member is interpreting the presence of the word "Select" as a requirement to complete an
action for inputting network information. However, we would like to clarify that "Select" is the name of the network
itself, and not a prompt for further action."
I called your customer service to clarify if that was the name of the network and to confirm my plan had indeed switched to this network. As I mentioned before, I am not confused. YOUR customer service agent was UNAWARE of the Select network even existing and further still suggested that I utilize the Insight network to find a provider. I am not making this up and further again reject your response as you have yet to acknowledge the ridiculousness of the conversation had with the agent on the recorded line and to my satisfaction make it clear that you intend to address this situation so that no other members should have to go through something like this. Please stop making me seem like the confused participant in this conversation. My conversation with your agent remains one of the most frustrating and downright bizarre conversations I have had with a customer service agent. Please listen to the recording of this call and address this concern.

Regards,

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

Business Response
Date: 09/07/2023
Good afternoon.
The concerns expressed regarding the member’s interactions with our Customer Care Center have been forwarded to our Customer Service Management team for review. While we cannot discuss internal actions, the complaint has been carefully considered and appropriate action and/or training will occur ad deemed necessary.
Thank you.
Amy S******
Manager Compliance & Licensing
Customer Answer
Date: 09/07/2023
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. However, I am thankful to see included in the record the MULTIPLE attempts it took to get the respondent to even acknowledge my customer service concerns (the main reason I reach out), and how she from the very beginning blamed me for the entire situation. Individuals and group dealing with the company, please take note and be wise in your research in whether to do business with them or not. Customer service is a major weakness.

Regards,

****** ******* **
Initial Complaint
Date:07/25/2023
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 have EyeMed insurance through my employer. My contact lenses are a strong prescription deemed “medically necessary” and should be a $0 copay. I have had this verified by representatives at EyeMed. (In 2022, I ordered ******** ******ly through my eye doctor, and they were fully covered; my prescription is now stonger.) However, the contact lens rep. at my doctor's office has retired and they said they no longer submit medical claims themselves, although they are in network. I ordered my contact lenses through ******** ******, EyeMed’s preferred partner, on May 12. The ******** ****** website states that they would apply my eye benefits if I connected my insurance information, which I did. I paid $605.50 for my one-year supply of contacts. (In 2022, I also paid out of pocket, and was reimbursed, so I thought nothing of doing this again. Plus, these were less expensive than ordering through my eye doctor, so it was less money out of my pocket up front.) Since receiving my lenses, I have contacted both EyeMed and ******** ****** numerous times for reimbursement. EyeMed agrees that my contacts are Medically Necessary and should be a $0 copy. They say that ******** ****** has to submit a claim to them for the lenses and reimburse me. ******** ****** says they do not deal with medically necessary contact lenses and that EyeMed is aware of this. (This is not noted when you place the order on their site.) The rep. I spoke to on June 23, 23, asked me to upload the physicians' form, which I did, but I never heard back from them. The supervisor I spoke to today (2:33 pm on 7/25/23) acknowledged that EyeMed 'keeps referring people to them even though they know we don't do this.’ They also say that my small discount was in lieu of eye benefits - are they kidding? So I chose to pay $600+ instead of $0? Both companies point fingers at each other and I am out $605.50. I am filing claims against both companies as I am not sure how else to get resolution.
Business Response
Date: 08/03/2023
Good afternoon,

EyeMed Vision Care, LLC is respectfully requesting an extension of another 7 days to respond to this complaint. i have been out of the office. My team has been pulling information in my absence, however, I need additional time to review and respond.
Please advise if this is acceptable.
Thank you!
Amy S******

Business Response
Date: 08/15/2023
August 15, 2023
*** ****** ***********************

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

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

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

I am writing in response to your inquiry regarding the complaint filed by ******** ***** ("Member") with
your office. EyeMed Vision Care, LLC ("EyeMed") acts as a network administrator for vision care benefits,
and its wholly owned subsidiary, First American Administrators, Inc., is a licensed third-party administrator
responsible for handling vision care claims.

The Member's complaint pertains to seeking reimbursement for an unfiled Date of Service 05/12/2022
Medically Necessary Contacts (MNC) claim, originating from a purchase made through the in-network online
provider ******** ******. It is important to note that members do not possess the capability to submit claims
to avail themselves of in-network benefits, and furthermore, ******** ****** does not offer MNC contact
lenses.

Following phone discussions between our Customer Care Center and ******** ******, it was revealed that
the applicable in-network benefits were not applied due to the Member taking advantage of a $150.00
promotion. Our Managed Care Benefits framework is designed to provide discounted rates in comparison to
the full retail charges of services/items. Consequently, the combination of benefits with ongoing sales,
coupons, store promotions, etc., is not permissible. The in-network MNC claim ID ************, which is
on record, has already utilized the Contacts, including MNC benefit allocation for the entire 2022 benefit
period.

Upon thorough review of the Member's account in both 2021 and 2023, it is evident that the member has
been involved in standard contacts fit & follow-up and/or disposable contacts, which typically do not meet
the criteria for Medically Necessary Contacts.
It's important to note that the Member initiated this order independently and experienced a delay of 2
months before contacting ******** ******. During their conversation with our representatives, the Member
was informed that we are unable to provide reimbursement beyond the regular allowance.

At this juncture, our only feasible option is to guide the Member to return the purchase for a refund.
Additionally, we are prepared to assist the Member in placing a new order at the nearest ************ store.

We appreciate your attention to this matter and your ongoing commitment to ensuring the fair and
accurate resolution of customer concerns.
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: 08/21/2023
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.
1.) I did not wait 2 months to initiate my complaint, nor did I wait that long to reach out to ******** ******. I called ******** ****** on 6/23, after having waited approx. 1 month for reimbursement and not seeing a claim on my EyeMed insurance account. I was directed to upload my doctor's form and I did so that day. (I have the email sent by ******** ****** that the representative I spoke to at the time sent me.) In the two months prior to my BBB complaint, I tried numerous times to receive my reimbursement from the company and was told to contact ******** ******, who referred me back to EyeMed each and every time. It was only after speaking to each company multiple times that I filed the complaint. Insurance companies take several weeks to process claims - I waited an appropriate amount of time and when it became clear that no action would be taken on my behalf, I made the BBB complaint.

2.) In the past, including in 2022, which EyeMed neglected to mention in their response, I have been reimbursed for my purchase of contact lenses. I have always had to pay upfront. EyeMed is very deceptive in how they reimburse people. Medically necessary is in my case, a prescription threshold, and my prescription is above the threshold. in 2022, I was reimbursed several weeks after I paid in full for my order. For the record, I also tried to get reimbursed in 2021, but during COVID it was impossible to get anyone on the phone at EyeMed.

3.) I was not told that using a discount to purchase would negate my benefits. The ******** ****** website states that if you connect your EyeMed insurance to the order, they will apply the benefits. It does NOT state that using a discount (which provided me the ability to pay less upfront) would negate all benefits. That is ridiculous - why would I choose to pay $605 instead of $0? I connected my account and expected them to honor the EyeMed benefits. It was also not stated that they do not offer "medically necessary" contacts: this information was provided to me only after I tried to obtain my reimbursement. And if ******** ****** sells contact lenses in my prescription, then they do indeed sell Medically Necessary contact lenses.

4.) ******** ****** has told me numerous times that I will have to return my unopened contact lens order for any type of refund. Obviously it is too late to do this as I have been using the contacts. I would be happy to return the unused portion if I can place the order with **** ******** and know that it will be fully reimbursed.

5.) Nowhere in this response does it say how I am to order the new contacts with ************, who I am to call, or what I need to do to get this handled. I want to learn the steps for this, whether they will make me have another eye exam (which I assume would not be covered by insurance), or what the out-of-pocket costs will be to me. If they can provide a contact name and phone number to help me place the order as a $0 copay, and specify that my previous contact lens order will be fully reimbursed, then I would accept their solution. As it is, I have to call a random 800 #, and hope that they can help. Given the history and run around I have received with both companies, I am doubtful that this will be any solution at all, and it may in fact cost me more money.

Regards,
******** *****
Initial Complaint
Date:07/21/2023
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.
I have had the EyeMed insurance through my employer 2018-2023. I submitted the out-of-the network claim with all required documentation via EyeMed portal for the service on 12/21/22 in January of 2023 for me, my husband, and my son. The company policy promises a reimbursement within 30 days of submission. I had to call on 4/25/23 since no reimbursement had been received by that day. The representative told me that she'll take care of my personal submission, but for my husband and son, separate logins and submissions are required. On 4/25/23, I resubmitted through the web portal and different accounts 2 separate claims: one for my son and the 2nd for my husband. I received 2 separate confirmations detailing only the date of the service, the date of submission, and the confirmation number for each submission. My reimbursement arrived in May of 2023. When no reimbursement was received for my husband and my son, on 6/13/23, I called EyeMed customer service. The representative by the name of Tamy L. told me that both claims have "pending" status, she doesn't know why, she will not escalate anything, and I have to wait longer. By 7/21/23, no reimbursement arrived. I called the EyeMed and it took a representative a while to search for my claims as they are NOT visible online. When he finally understood the problem, he connected me to Nasina as an escalation point. Nasina informed me that my submissions have been done incorrectly as they belong to a different year. Even though she realized that nobody told me how to file anything "correctly", she refused to fix the year's issue and send me the link to resubmit the claims. I've resubmitted the claims, but once again, there are no traces of where it was received and for what. Please help me to receive my reimbursements.
Business Response
Date: 08/02/2023
Good afternoon.
EyeMed Vision Care apologizes for the delay. I have been out of the office. After review, EyeMed does not have enough information to verify the member. Only name and zip code were provided. Can we get a full address please?
We are happy to investigate further once we have more identifying information.
Amy S******
Customer Answer
Date: 08/06/2023
Better Business Bureau:

The Eyemed has finally paid to me what they owed based on my insurance policy. It's a shame that it took my complain to the BBB after waiting for 7 months for them to respond.
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:05/30/2023
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.
On 02/02/2023 I submitted a reimbursement claim form for an out of network expense of my frames and glasses. I provided a copy of my receipt, claim information and optometrist information and was told by a rep on 02/21/2023 my claim was still pending. Keep in mind I had submitted my first claim in January of 2023 but never received a confirmation or an update. When I spoke with a new representative recently they said they could not find a claim matching the information i provided which was the same information I provided to the other rep. I have copies of my chat transcript and copies of my claim confirmation. I want eyemed to their job and reimburse me for my claim. Thanks!
Business Response
Date: 06/15/2023
June 15, 2023

VIA EMAIL TO: ****************************

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

Re: ID ********

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

Your June 5, 2023, letter to EyeMed Vision Care, LLC was forwarded to Fidelity Security Life Insurance
Company ("FSL") for review and response. Thank you for allowing additional time to respond to this
complaint. The member was covered as of January 1, 2023, under a Limited Benefit Individual Vision
Policy underwritten by FSL with certain administrative services provided by Insurance TPA.com, Inc, an
affiliate of SASid, and claim services provided by First American Administrators, Inc. (collectively,
“EyeMed”).

The member asserts in their complaint that they submitted an Out of Network (“OON”) claim form for
frames and glasses, and the claim has not been reimbursed.

According to the records provided, the member submitted an online claim to EyeMed for OON services
that were received prior to the Effective Date of Coverage. EyeMed spoke with the member on June 9,
2023, and advised there would be no claim payment due to no coverage on the date of service.

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

Sincerely,

Fidelity Security Life Insurance Company
Initial Complaint
Date:05/08/2023
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.
I had my annual eye exam on 1/18/23. My provider received the lenses and faxed the claim form to Eyemed on 3/16 (2pages) and again on 3/29 (3 pages). Apparently, Info was missing each time, and each time my provider amended the claim form and faxed back to ###-###-####, which is the fax # that their claims form instructs you to fax the form to. My provider faxed the corrected form on 4/1, 4/5 4/15, yet Eyemed can't locate the fax and confirmed that the fax # is correct. Why does Eyemed have so many claim form complaints dealing with this fax #, yet Eyemed will not use a new fax # and is aware of the faxing issues on their end, but will not correct and.or come to some resolve. We have to now fax the form again on 5/5 mail the form as well and it takes 7-10 business days to input faxes (if they do not lose the fax again) and it takes up to 14 business days to process mailed claim form. I have MEDICALLY NECESSARY contact lenses that I NEED and EVERY SINGLE YEAR LIKE CLOCK WORK, Eyemed does this same bs game with no locating my forms and or stating this or that is incorrect, yet my provider is providing the same exact info each year and nothing has changed. Eyemed is ALWAYS trying to find a way to NOT pay claims to PAYING premium members. I want my lenses!!!!! Based on the time this is all taking, it will be time for my annual 1/2024 exam before I even receive my 2023 pair. And, STOP telling me your bs that you understand my frustration etc....can you see? do you need medical lenses to see? STOP giving me your "scripted" responses and give me RESOLVE!!!!!
Initial Complaint
Date:04/11/2023
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 had EyeMed before in the past with another employer. Well I just started another job and now I have EyeMed again. Well I tried to register for the website and it keeps telling me that the email address that I have used is currently in use and I will need to reset my password. So I tried to reset my password and when I do that it gives me an error message. Well I tried calling and it gives you the run around and does not let you speak with anyone unless you yell and cuss at it. When I finally get to speak with a live person they tell me that my email address is not registered. So here I am with no other email addresses other than my work email which I refuse to use for personal and medical purposes. They are not able to help and I am not able to use the website unless I create a whole new email address to use just for this ONE website.
Business Response
Date: 04/19/2023
Good afternoon.

EyeMed Vision Care, LLC is requesting an additional 7 days to respond to this complaint. Please advise if this is acceptable. Thank you!

Amy E. S******
****************************
Customer Answer
Date: 05/02/2023
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.

Regards,

******* ******
Initial Complaint
Date:03/10/2023
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.
I filed an out of network claim online in late December 2022, for my wife. When the claim hadn't shown up on their network in 30 days I emailed them. They said they had no record of a claim being filed, so I filed it again on 1/31/23. I followed up immediately and they verified in email that the claims were in the system in "Pending" status. On 3/7/23, since the claims still didn't show on their site, I emailed them again. They informed me that there were no claims pending and I needed to file them again. I informed them at that time that I wasn't going to play this game and they needed to find and process the claims. Then they replied that they had found the claims after all, but couldn't process them unless I called in on the telephone. They are obviously doing everything in their power to not process this claim. I want it processed, that's all. I feel like I will continue to get the runaround and my patience is at an end.
Business Response
Date: 03/23/2023
March 23, 2023
VIA EMAIL: ***********************

Better Business Bureau
Attn: th***** ********
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, ***** ******** *************** **** is a licensed third-party administrator handling vision care claims. The
Member claims that he submitted an Out-of-Network claim for dependent, ****** ****, multiple times and it was not
showing in the EyeMed system. Member requests that we find their claim and process it.

Upon further investigation, EyeMed has reviewed both claims and one was a duplicate. The other claim has been
processed under claim number ************ for a reimbursement amount of $72.98 plus any applicable interest. At
the time of service, the Member had a out of network plan limit of $100 and receives 50% of retail up to $100. The
claims were not originally processed due to the member submitting the request under the current/new plan effective
1/1/23. The member had a plan that termed 12/31/22 and should have submitted under that plan due to the date of
service also being in 2022. In addition, if the member does not select the correct plan the claims team will attempt to
locate the member in the appropriate plan on the date of service. We have reminded our team to continue following
this process as this can be common especially during the beginning of a new year.

An EOP was generated on March 15, 2023, and the Member should be receiving the reimbursement soon.

We apologize for the delay in responding to the complaint. 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: 03/24/2023
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.

1: I submitted two separate claims, each claim was submitted twice. If they found a duplicate, that's why. They now need to find the 2nd claim. Good grief, this company is useless.
2: As for this ridiculous bit about my submitting the claims under a 2023 plan when they should have been submitted under a 2022 plan? There is NO MENTION on their website about different plans or what Plan year to file under. There is only one place to file; I couldn't file under a different plan even if I'd known about it. Which I didn't because they don't offer that information on their web page. And trying to make me at fault for their stupidity really offends me.

No, I'm not satisfied. Once they find my second claim and pay it I will be satisfied.

Regards,

**** ****

Business Response
Date: 04/05/2023
April 5, 2023
VIA EMAIL: ***********************

Better Business Bureau
Attn: th***** ********
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”).

We took another look at both of the claim submissions and can see EyeMed misunderstood the original complaint,
originally interpreting this as the same claim being submitted twice. Both claims have two receipts from ******, which
is where we thought the duplicate was coming from. Looking at both receipts, they each have different invoice
numbers.

Additionally, EyeMed was originally under the impression that members could choose from a drop down of plans
to submit their claim against. Because this Member is saying they did not have more than one group to choose from, we
have researched this and confirmed that a termed member record does have access to their account, meaning they can
see previous claims submitted, however they do not have access to submit a claim against a termed record. With that
being said, we have processed the second claim under claim number ************. The member’s maximum out of
network reimbursement is $100. The first claim ************ paid $72.98, therefore this second claim will pay
$27.02.

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

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EyeMed Vision Care, LLC is NOT a BBB Accredited Business.