Business Profile

Insurance Services Office

VSP Vision Service Plan

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Complaints

This profile includes complaints for VSP Vision Service Plan's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

69 total complaints in the last 3 years.
23 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:04/24/2025
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.
VSP is very deceitful on their benefits.Their website clearly states $200 yearly reimbursement for contacts (except for ******, ******** ***** Club).I submitted a claim for contact lenses for reimbursement from a vendor (not ******, *******, ***** Club)However, I only received a check for $50.Upon receiving the check, I emailed their customer support. Their customer states that that only one vendor is eligible for $200 reimbursement (not shown on their website at all). What?!! Where does it say that?Further, she states for out of network vendors, the contact lens exam and contacts have a limit of $105 benefit. What?? Where does it say that? I've attached screenshots from their website.
Business Response
Date: 05/05/2025
Please see attached response and contact us by email if there are any questions.
Thank you,

Cyrin ******
Complaints &Grievances | PPI/CEC Operational Compliance Team | | VSP Vision Care
Business Response
Date: 05/05/2025
Please see updated response and disregard the prior one.

Thank you,

Cyrin Macero
Complaints &Grievances | PPI/CEC Operational Compliance Team | VSP Vision Care
Customer Answer
Date: 05/06/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/11/2025
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 enrolled in a *** Individual Vision Plan in OK, effective 04/01/2024, and paid the full $196.68 annual premium on 03/26/2024. No monthly payments were owed. My plan was set to expire on 03/31/2025.When I ordered contact lenses through my optician ****************** on 04/01/2025, they had been told by *** that my benefits were valid until 04/15/2025. Based on that, I placed the order. However, *** later claimed the plan ended 03/31/2025 and applied the benefits to a new plan I never approved. This new policy was not authorized or initiated by ***** addition, my account is set to auto-renew on 04/01/2025 with an automatic charge scheduled for 03/15/2025, but I am unable to remove my payment method through the *** website. I have contacted *** multiple times since January 2025 to prevent this and have not received proper support.Requested Resolution:The contact lens order from 04/01/2025 should be applied to my 2024 plan, which was fully paid and valid at the time I ordered based on incorrect info *** gave my provider.The unauthorized new policy must be canceled immediately with no ********** credit card must be removed from the system and *** must confirm in writing that I will not be charged going forward.This issue stems from ***s misinformation, not any mistake on my part. I have been trying to resolve this for weeks. I expect my benefits to be honored from the correct plan and my card information removed.
Business Response
Date: 04/24/2025
April 24, 2025

Dispute Resolution Department
Better Business Bureau (BBB) Serving *******************
Via BBB Online Portal

Member Name: **** *****
BBB Case ID Number: ********

Dear Dispute Resolution Department:

I am writing regarding a grievance dated April 11, 2025, that was forwarded to VSPs Complaints and Grievance Unit from the Better Business Bureau (BBB) regarding ***** misinformation he received about his VSP Individual Plan .

On behalf of our organization, we sincerely apologize for any inconvenience **** experienced because of this situation.

We show **** has an active VSP Individual Plan that was effective on April 1, 2024. ***** plan automatically renews every April 1 unless you contact us to request a cancellation. The Terms & Conditions of his plan state that cancellation requests must be made within ********************************* renewal date April 1, 2026, and that the benefits must be unused. **** will receive a renewal letter from VSP 60 days prior to your renewal date.

Our records show **** did not use his benefits between April 1, 2024, through March 31, *****. The plan automatically renewed on April 1, 2025. *** received ***** contact lenses claim for date of service April 1*****. Since benefits have been used, **** is contracted for a full year and payments would be required. The plan cannot be cancelled until April 1, 2026.

Please note a valid authorization does not guarantee patient eligibility, patient coverage, or payment to providers. Confirmation of eligibility will be determined upon receipt of the claim by ***. We show the doctors office was issued an authorization for ***** materials on April 1*****, and it was valid until April 15, 2025.

As a goodwill gesture due to misinformation, VSP Individual Plans approved an exception to cancel ***** plan of April 1. ******* further action is required on ***** part.

If **** have any cancellation or billing questions, he can contact VSP Individual Plans directly. They can be reached at ************** Monday through Friday from 7:00 a.m. to 7:00 p.m., Central Time. Select option 1 and then option 3 on the automated system to reach an appropriate representative that can assist ******* may also email them at ************************* Please allow 2-3 business days for a response from VSP Individual Plans.
Dispute Resolution Department
April 24, 2025
Page Two

Please feel free to contact me at ************** if you have any other questions. My office hours are Monday through Friday from 5:00 a.m. to 1:30 p.m., Pacific Time.

Sincerely,

***** *.
Complaint & Grievances
PPI/CEC Operational Compliance Team
Case # ********

Customer Answer
Date: 04/24/2025
I have reviewed the business response and accept this resolution.
Thank you for the assistance regarding my account. I really appreciate you guys! ??
Initial Complaint
Date:03/31/2025
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.
Two claims got declined while the insurance covers up to $175/ yr. I've been reimbursed of $67.48 to date this year. Called VSP on 3/7/25 with two new claims number provided #********; and #********. Was told that the issues would be resolved by end of March. Called again 3/31/25, they told me that those cases are still open and there's no estimated date of decision. The only thing I can do is to wait and keep checking. I encountered this exact issue last year, making it difficult to get insurance reimbursement.
Business Response
Date: 04/01/2025
Good morning BBB Complaints Department,
I am in receipt of this request and will begin researching to provide a response by 04/14/2025. If you have any questions, please contact me.

Thank you,
********* *******
Complaints & Grievances | PPI/CEC Operation Compliance Team

Customer Answer
Date: 04/01/2025
I am rejecting this response because:
The business stated that they would provide a response by 4/14. Issue not solved.
Business Response
Date: 04/13/2025
Good morning,
Attached is VSP's response for Tiantiaqn ***, for complaint ID#********. If you have any questions, please contact me.

Thank you,
********* *******
Complaints & Grievances | PPI/CEC Operation Compliance Team
*********************| Pacific Time Zone
VSP Vision | See Healthy. Stay Healthy.

Customer Answer
Date: 04/13/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:03/25/2025
Type:Customer Service 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 received a letter from the state of CA stating I may have an outstanding reimbursement check that was never cashed/received from VSP. I tried calling your customer ********************** and the **** cannot understand what I am asking. Apparently they have never heard of someone not receiving their reimbursement check.The letter shows my old address, however my current address should be on file for ********.
Business Response
Date: 04/05/2025
VSP Response to BBB Internal Case Number ********
Customer Answer
Date: 04/05/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:03/20/2025
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.
Ive been waiting for a reimbursement check for contact lenses in the amount of $105 for three months. *** states the claim has been paid but I have not received reimbursement. I have contacted VSP three separate times and was told that a check would be reissued the first two times. On the third call they claimed to have no record of the second call and stated the check was cancelled and they had no visibility on when a new one would be issued. I asked for written confirmation and they stated they were not authorized to do so and gave me the phone runaround.
Business Response
Date: 03/29/2025
Attached is VSPs response to this request.
Please contact me if you have any questions.

****** ***
Email: ************** | Time Zone: Eastern Daylight Time (EDT)
VSP Vision | See Healthy. Stay Healthy.
Initial Complaint
Date:02/06/2025
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 signed up for one-year VSP Vision Care Individual plan NY effective 4/1/24. I paid the cost of the plan ($150.48) up front for the entire year. I owe no monthly payments. The plan itself is to renew on 4/1/25. The system is set to auto withdraw money from my payment method on file on 3/15/25. There is no way on their website to remove your payment method. 1/18/25 - Emailed customer ********************** at *********************** to get ahead of this because I can see the disaster about to unfold when the autopay goes through 3/15/25, & I then spend the next several months trying to get my money back after the fact. Response - I'm sorry you wish to discontinue your vision coverage with VSP. Our records indicate that you have used your benefits. Since benefits have been used, you are contracted for a full year and payments would be required. You can make adjustments to your plan upon your renewal date of April 1, 2025. (Um, I paid in full in advance for the year)1/22/25-Emailed suggested ************************ / Response titled REQUEST DENIED In response to your request for cancellation, your VSP Individual Vision Plan coverage will be discontinued at your renewal date, effective 04/01/2025, per your annual policy term. Our records show that you've received plan benefits during the current policy period.They indicate it Will be discontinued at your renewal date effective 4/1/25? IN MY ACCOUNT, IT IS SET TO WITHDRAW MY MONEY ON 3/15/25. I CAN'T REMOVE MY PAYMENT METHOD. DO YOU SEE THE PROBLEM HERE VSP??You state I used the plan. YES, I did. A plan I have paid for in full up front so if I want to cancel before the end of the contract, it's me that loses the money, not you. SO CANCEL IT BEFORE IT AUTO RENEWS ON 3/15/25 TO BE EFFECTIVE 4/1/25. Between too long hold times and emails. I have already been working on this almost 3 weeks.I DEMAND MY CREDIT CARD PAYMENT ON FILE BE REMOVE IMMEDIATELY. I OWE YOU NO MONTHLY ********** DONT WISH TO REWNEW.Thank you.
Business Response
Date: 02/10/2025
Hello,
I have received this grievance and will begin researching to provide a response.
Kind Regards,

******* *****
Have A Great Day on Purpose!
She/Her/Hers
Complaints & Grievances | PPI/CEC Operational Compliance Team | VSP Vision Care
Business Response
Date: 02/11/2025
Hello,
Attached is VSP's response to the grievance.
Sincerely,

******* *****
Complaint & Grievances
PPI/CEC Operational Compliance Team
Customer Answer
Date: 02/18/2025
I have reviewed the business response and accept this resolution. I expect that my payment information has been removed from VSP, and that I will not be billed again next month. Thank you.
Initial Complaint
Date:01/28/2025
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.
*** declined to reimburse me for the full contact lens annual benefit amount. When I called they explained they will not reimburse me for the full annual benefit amount of $175 because I submitted 2 claims with 2 separate receipts and I should have purchased my contacts all at once so it was on 1 receipt and needed to be 1 single claim. I explained to them this isn't posted anywhere in their documentation provided to me or anywhere on their website. They replied that they are telling me now verbally over the phone and that suffices for proper notice and documentation of their terms. I requested to make an exception but received no communication. This is highly unethical business practices clearly deceptive advertising. I've also reported this to the *********************************************************** Regulation Division of Insurance. I would like to be reimbursed for the full benefit amount they advertise as well as for the additional provider visit claim I submitted but have yet to receive any communication.
Business Response
Date: 01/29/2025
Hello,
I have received this grievance and will begin researching to provide a response.
******* *****
Have A Great Day on Purpose!
She/Her/Hers
Complaints & Grievances | PPI/CEC Operational Compliance Team | VSP Vision Care

Customer Answer
Date: 01/29/2025
I am rejecting this response because: No new communication or resolution regarding my complaint has yet been presented by VSP vision care.
Business Response
Date: 01/29/2025
Hello,
Attached is VSP's response to the grievance.
******* *****
Have A Great Day on Purpose!
She/Her/Hers
Complaints & Grievances | PPI/CEC Operational Compliance Team | VSP Vision Care

Business Response
Date: 02/03/2025
Hello,
Attached is VSP's response to the grievance.
******* *****
Have A Great Day on Purpose!
She/Her/Hers
Complaints & Grievances | PPI/CEC Operational Compliance Team | VSP Vision Care
Customer Answer
Date: 02/03/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:01/23/2025
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.
Hi My name is ********* ****** Price I am not a patient of Clarkson Eyecare in ********* ******** I live in ****** *****. i was billed in error from a visit to **************** in ********* ******** on February 6th 2024 for a patient named ********* ***** he or she received services from **************** and somehow you guys(VSP) or **************** made an error in billing and billed my insurance plan I tried going to the doctor several times in 2024 and was told I would have to pay out of pocket since my benefits had already been used. I called VSP several times in 2024 to get this resolved each time I called I was told this is resolved that was not the case. They kept telling me on the phone that it was an error due the person having the same name and birthdate as me- I find that hard to believe since my birthday is on ***************I was not able use my benefits to obtain a eye exam. I had an eye appointment on January 16th 2025 at my eye doctor Ridgeview Eyecare , they called me on January 15th 2025 to tell me I did not have benefits to use until 2.1.2025. I explained to them several times what happened. they told me I would have to call VSP my self to get this resolved, so I called and they explained to me what happened ( same story of same name and date of birth) and they were fixing it and putting a note on my account to allow me to use benefits they gave me a case number to give my eye doctor to contact them with to give a manual authorization to use so I can use my benefits which they did. I checked the website and shows I'm not eligible for an eye exam until 2.1.2026?! How is that possible if I have not used any of the 2024 benefits? I should still have benefits for 2025 to use for an eye exam, frames and lenses.
Business Response
Date: 02/06/2025
Dear Dispute Resolution Department,
Attached is VSP's response to BBB Internal Case ********. Please reach out if you have any questions.
Thank you,
******* Brand
Complaints & Grievances
*********************
Initial Complaint
Date:01/14/2025
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.
Hello BBB,

My wife ***** ** and daughter ****** **** purchased vision insurance from VSP Vision Care (********************) in November 2024. We want to cancel it but were told we cannot cancel the insurance until December 2025. We were not told it was going to be one year contract when we signed up. VSP Vision Care charged my credit union account the second monthly premium of $36.76 ($18.38 each for ***** ** and ****** ****) on 12/30/2024.

Business Response
Date: 01/14/2025
I have received this grievance and will begin researching to provide a response. Thank you.
Kind Regards,

******* *****
Have A Great Day on Purpose!
She/Her/Hers
Complaints & Grievances | PPI/CEC Operational Compliance Team | VSP Vision Care
P: ************ l F: ************

Customer Answer
Date: 01/14/2025
*******, when can I receive your formal response?
Business Response
Date: 01/15/2025
Attached is VSP's response to Complaint ID ********.
Customer Answer
Date: 01/16/2025
I am rejecting this response because: Attached is VSP's response to Complaint ID ********.

Attachments:
VSP Response for Complaint ID ************
Initial Complaint
Date:01/09/2025
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.
I enrolled 2 years ago in a *** Vision Savings Pass plan at the cost of $59/annually. I used it one time. I never used it again, the eyeglass companies that I have used recently no longer accept ***. I received renewal notice stating plan would auto renew on 2/1/25. Called *** on 1/2 and said I wanted to cancel. That woman gave me a hard time, said that someone would contact me to discuss the cancel request (didn't happen) and funds would not be withdrawn from my bank. Today 1/6/25 my bank shows a pending withdrawal of $59 for ***. I called again and was told the January payment is for February renewal which is why they took it now. The letter clearly says "on 2/1/25". Also she said that it takes 3-5 days and after they verify my info the plan would cancel and the funds refunded. There is nothing to review or verify. My name & account number. That's it. They have my bank info and there is no place for me to remove it on the online account nor will they remove it via phone request. I also filed a grievance on the *** site but haven't heard anything. I want my account cancelled and the $59 put back in my bank account. (Note: I did not pay them - they took it from my account!!) I also want my banking info deleted from their records so they cannot do this again.
Customer Answer
Date: 01/09/2025
Thank you for your response. I'm sorry for wasting your time. *** refunded my funds. I don't know if they cancelled my account - I haven't received anything further.
But they contacted me and were giving me a hard time again. I then told them that I had filed a grievance with VSP and filed a complaint with the BBB and I wanted
my account closed and the funds refunded. The credit showed in my account yesterday. I guess nothing further is required. They haven't sent anything saying my
account is cancelled but I guess if they try to take funds again next year I'll have the same issue. It wouldn't seem like that would be the case though.
Again, thank you for your time but I guess for now it is resolved.
**** ****** Jr

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VSP Vision Service Plan is NOT a BBB Accredited Business.