Business Profile

Insurance Services Office

VSP Vision Service Plan

This business is NOT BBB Accredited.

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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.
24 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:04/01/2024
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.
4/1/2024 I have been on the phone ALL FREAKING DAY with VSP and ******* and regarding this ******* bill! VSP says that ******* is doubling charging me and I shouldn't be owing anything and ******* is saying the charge is correct and not considered double charged. VSP noticed that ******* has V2702 Deluxe Lens Feature as a charged; in which VSP says its a double charge because they already billed V2781 Progressive Lens which is also under Deluxe Lens Feature. Please fix this ASAP!
Business Response
Date: 04/15/2024

Customer Relations Representative
********************************************* Serving North Central *****
Via BBB Online Portal

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

Dear Customer Relations Representative:

I am writing regarding a grievance dated April 2, 2024, that was forwarded to VSPs Complaints and Grievance Unit from the Better Business Bureau (BBB) regarding the charges for Karens glasses from ******* for date of service January 10, 2024.

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

Karens plan allows coverage for routine eye exam, lens, and frame once every 12 months based on a calendar year. As an alternative, a patient may obtain elective contact lenses instead of lens and frame, but not both services in the same eligibility period.

When ***** chooses to obtain services from one of our providers,the coverage below will apply. A routine eye exam is covered in full once you meet a $20.00 copayment. This exam includes all the necessary tests to evaluate and monitor your visual wellness.
Karens single vision, lined bifocal,lined trifocal or progressive lenses with anti-glare, scratch resistance, and UV protection are covered in full. Any non-covered lenses enhancement such as impact-resistant are available for an additional copayment.She has a $200.00 frame allowance and receives a 20% saving on any overage.

Based on the claim information, ***** received a standard progressive lens with anti-glare and impact resistant. Karens frame was fully covered. Karens out of pocket costs was $50.00 fee for impact resistant lenses.
I spoke with ***** at ******* on April 9, 2024. ******* advised me that ***** returned to their office to upgrade to a custom progressive which has an additional charge of $34.00 for custom measurement. ***** was not happy with the misinformation about the additional charge. ****** informed me that they are not going to charge ***** the $34.00 custom measurement fee. If ***** has any further billing or refund questions, she can contact ******* directly.

Customer Relations Representative
April 15, 2024
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: 04/15/2024
I have reviewed the business response and I want to be clear that ******* resolved the issue. You may now close this case.
Initial Complaint
Date:03/23/2024
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.
VSP denied my claim. My case number is *********. I included a receipt from my purchase from 1800Contacts. They said I didn't include the right form of receipt. I submitted the claim with the receipt. I would like my claim reimbursed ASAP. I followed all instructions from the phone staff.
Business Response
Date: 04/08/2024
Attached is VSPs response to Complaint # ********.
Please contact me if you have any questions.

*******************
Email: ************** | Time Zone: Eastern Daylight Time (EDT)
VSP Vision | See Healthy. Stay Healthy.
Initial Complaint
Date:02/11/2024
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.
Claim number ***********. The reimbursement check amount is different than what was promised on the benefits summary page they have on their website. I was paid less than the benefit schedule listed online. Asking for the rest of the payment issued.
Business Response
Date: 02/22/2024
Good morning,
Please see attached response and contact us with any questions.

Thank you,
Cyrin Macero
VSP Complaints & Grievances
Case # ********
Initial Complaint
Date:01/12/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is a continued complaint since Apr 2023 to the **** Please refer to the cases:- ref:_00Dd0hm9a._5004O1Kj0sS:ref - ref:_00Dd0hm9a._5004O1MZF82:ref - ref:_00Dd0hm9a._5004O1MLfIx:ref I also tried to contact the customer ********************** via my company but the person did not process my case. Please complete the reimbursement process (confirmation #MRP003597190).
Business Response
Date: 01/17/2024
Hello,

I have received this grievance and will begin researching to provide a response by 01/26/2024. Please contact me with any questions.

***************************
VSP Complaints and Grievances
************
Business Response
Date: 01/26/2024
Attached is VSP's response.
Customer Answer
Date: 01/29/2024
I am rejecting this response because:

I appreciate your response and showing your understanding of the ****** picture.

I face something like this each year, and last year was worse than others. Though I spent enormous effort and time, I could not receive any support, nor was I notified about the status.

The status has not changed, and I do not want to close this case until I hear confirmation of the process.
Thank you
Customer Answer
Date: 02/12/2024
I am rejecting this response because:
The message by the business (VSP) was an acknowledgement of receiving my previous message. There is no additional information.
Customer Answer
Date: 04/17/2024
They have not sent the check they promised in their response to BBB. Contacted the person via his company mail three times over the period of three months, but no response.
Business Response
Date: 05/07/2024
Hello,
Attached you will find the *** response to ************************* follow up emails to *** that was sent via email on April 18, 2024. Please note, the original response to BBB indicated that the claim would be processed according to the plan benefit. There was no promise of additional payment. The claim was processed and denied due to the full benefit already having been utilized. ******* is stating that there has not been a response received from ***; however, we have provided the attached response and the member was dissatisfied with the response and has filed another grievance with *** on April 19, 2024 under case # ********. The case was acknowledged the same date it was received. *** has 30 days to research and provide a response for member grievances. Our representative, ******************, will be providing a response by May 19, 2024 directly to the member under the new grievance.
Sincerely,

******************
Complaint & Grievances
PPI/CEC Operational Compliance Team
Customer Answer
Date: 05/07/2024
I am rejecting this response because:
VSP has failed to assign someone with the necessary authority to handle my case, and no one from the Complaint & ********************* has responded to my messages since January. Now, they say there was no promise in their previous response. You wasted four months and made me contact you 5-6 more times to initiate this.

ref:_00Dd0hm9a._5004O1Kj0sS:ref
ref:_00Dd0hm9a._5004O1MZF82:ref
ref:_00Dd0hm9a._5004O1MLfIx:ref

VSP's erroneous judgment of the denial of the claim submitted by ********;was based on the VSP's mishandling of my case. This was described in the cases included above, and you have received the case numbers several times from me. Indeed, the first case of three was created more than a year ago.

It is more accurate to say that no one read through the previous cases but jumped to the conclusion. I have provided all the necessary information, but yet you cannot handle such a simple case. Over a year, your company blamed everything on me instead of attempting to fix the situation.

At this point, it is not something your ********************* can handle. I request that your senior member's office review it.
Initial Complaint
Date:12/31/2023
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 have been treated with diabetic screen test which was covered under vsp plan and when i showed to the provider they agreed it is covered under the insurance but i got the bill for $369 with no insurance involved. VSP claims that it should have been processed through them but the Provider(Eyehealth Northwest PC, King city) claims that now it is not accepted by VSP insurance. I feel like both insurance and provider does not take responsibility. I want VSP to accept this and pay the amount.
Business Response
Date: 01/17/2024
Good afternoon Dispute Resolution Department,
I am reaching out to request an extension until January 19, ****, on BBB Internal Complaint Case ********. I have been having difficulty connecting with the provider. Their office has had shortened days and some closures due to extreme weather conditions. If you have any questions, please reach out to me directly.

Thank you,

********************
Business Response
Date: 01/18/2024
Attached is VSP's response to BBB Internal Case #********. Please reach out if you have any questions.
Thank you,
********************
Complaints & Grievances
**************
Business Response
Date: 01/19/2024
Please see attached.
Business Response
Date: 01/22/2024
BBB Serving North Central *****
In regard to Complaint ID ********, I sent VSP's response through your online portal back on January 18, ****. I see the attached response when I pull this complaint ** in your online portal. I have attached another copy of our response to this member's grievance. Please reach out if you have any further questions.
Thank you,
********************
Complaints & Grievances
**************
Initial Complaint
Date:11/27/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a vision policy from vsp in July for a sister. She hasn't used it and does not plan to. I sent the requires email for cancelation effective the issue date and requested a refund of premiums paid. *********** is insisting on making the cancelation effective Jan. 1 ****. There is no reason the contract is binding since the contract has not been used. I am seeking a refund and immediate cancellation.
Business Response
Date: 11/29/2023
VSP has received the complaint. In order to research and provide a response, we need to know the sister's name, date of birth, and Member ID. Once I received the information, I will work the case.
Initial Complaint
Date:11/17/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed my family up for vision insurance and set our appointments for 12/2/23 and am locked out of my account after resetting the password again i am locked out! I contacted them via a contact form and just now i got an email that they have mailed me a letter that states that I REQUESTED A LETTER!!!! Why would i need a letter for them to reset the password? Also NO ONE ANSWERS THE PHONES! We received an inquiry from you on November 17, 2023 regarding your vision care services. We are researching this matter and will respond to your inquiry as quickly as possible.If you have any additional information to help us process your inquiry or further questions, please contact VSP Member Services at ************ or TDD: ************ (Monday through Saturday 6:00 a.m. to 5:00 p.m., Pacific Time). Our Member Services Representative will be happy to access the information about your request. You may also visit our Web site at vsp.com for information regarding your benefits.Customer ********************** ************* ************************ Ref: Case # ********
Business Response
Date: 11/21/2023
Attached is VSPs response to Complaint #********.
Please contact me if you have any questions.

*******************
Complaints & Grievances Team
**************
Initial Complaint
Date:11/07/2023
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.
The automatic withdraw for my next year is suppose to come out on 12/10/23. My letter says to cancel 30 days prior to this date. They are telling me I cant stop my payment for my next years plan until January 1st . At this time my payment would have already came out. I do not wish to continue my plan next year and I dont want the automatic bank withdraw to come out December 10th. They are currently telling me that they can not stop this payment and this moment .
Business Response
Date: 11/09/2023
VSP Response to Case ********
Customer Answer
Date: 11/09/2023
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:10/16/2023
Type:Sales and Advertising 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.
In the words of VSP customer ********************** agent, "we (VSP) do not publish out of network reimbursement rates because we prefer that you use a VSP provider".To me, this constitutes a deceptive business practice. VSP publishes a benefit rate that applies only to VSP providers. It is only when a consumer requests reimbursement for a product/service that is more cost-effective than a VSP provider that VSP will disclose their true and complete reimbursement rates. In my case, their published benefits state "$150 for frames" without any further detail specifying that the benefit is actually $70 if I choose a provider that I prefer, rather than a provider that they prefer. The information exists but is willfully kept hidden from consumers who are deprived of the ability to make an informed decision during an open enrollment period.
Business Response
Date: 10/30/2023
Please see the attached response.
Initial Complaint
Date:09/14/2023
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.
Ive been trying to cancel my VSP account and automatic billing since I learned it had been automatically renewed in August 2023, and my eye doctor stopped accepting VSP in July 2023. I called on September 8 and spent 48 minutes on the phone from one agent to another. I was told to email my cancellation request, which I did that day. I was told I would hear back in 2-3 business days. When I did not, I called again, and emailed again. Again, after a lengthy telephone wait, I was told it had been given to the manager in ******, ** and I would hear back in 2-3 business days. Then I received an email stating my account would be cancelled in August ****! Which means they will still deduct payments each month for a year. Ive gotten an endless runaround from their horrible customer **********************. And still I will be charged each month for a service I cant and havent used. There is nothing that indicates this is a contract that cannot be cancelled. I did not even receive an email they claim to have sent to tell me my account was being renewed. I received the email only AFTER it had already been renewed and my credit card charged. Please CANCEL this useless VSP account and stop charging all further monthly payments effective September 8, 2023.
Business Response
Date: 09/25/2023
Good afternoon,
Please see attached response.

Thank you,

Cyrin Macero | Complaints & Grievances | VSP Vision Care ***************
Customer Answer
Date: 09/25/2023
I have reviewed the business response and accept this resolution.

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VSP Vision Service Plan is NOT a BBB Accredited Business.