Complaints

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I tried to purchase contact lenses on December 31 through Eyeconic, a company owned by VSP Eyecare Insurance.The online system would not take my order.I called VSP and was told the issue was through Eyeconic so they transferred my call to them.******** said that it was not them and that VSP would not process any insurance claims on the last day for companies that did not renew their yearly contract with them. They said that they were receiving a lot of calls about the issue but there was nothing they could do.

  Business response

  01/11/2025

  Attached is the response letter for ****** ****** Complaint ID #********.  If you have any questions, please contact me. 

  Thank you,

  ********* *******
  C&G ********************************** Team

  Customer response

  01/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  12/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  VSP has made it impossible to cancel individual plans with them. My plan renewed on December 1st, 2024, but only after I had spent several hours on the phone with them in November attempting to cancel. No option from their phone service brought me to the correct department and any transfers that occurred from other departments failed to get me in contact with anyone who could help.I want my plan for 2025 cancelled and the December month refunded.I also want to help warn people against this business.

  Business response

  12/20/2024

  Good afternoon Dispute Resolution Specialist, 

  Attached is VSP's response to BBB Complaint ID ********. Please reach out if you have any questions. 

   

  Thank you,

  ******* Brand

  Complaints & Grievances

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

• Initial Complaint

  12/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I obtained a health insurance policy through Colorado marketplace in March/April. I added vision insurance and paid the policy. One month later I was contacted by the insurance comapny and told that my subsidy would not be accepted and my insurance payment was eight times higher than expected. I could not pay that amount for individual insurance, and even before I could cancel, the insurance company arbitrarily canceled the plan saying I had never actually signed up (bizarre). They stated they would refund my payment, but never sent it. I never received any documentation via email or mail regarding the vision add-on, and assumed it was cancelled with the health insurance plan. I noticed recently that a vision insurance carrier has been charging me $30.31 per month in addition to the $60.62 charged in April to start and I called to request a refund. They said they sent me an email in April, but all I have are two newsletter emails sent in July and November in my spam folder which of course I would have no idea what they were because I get hundreds of junk email a day and had no idea I had a vision plan still. I have never received a statement, or documentation suggesting I have a plan. Had I know I had a vision plan I would have used it! I called and requested a refund and to cancel my account, but I know that if they cancel before issuing the refund I will probably have no access to the account to continue to request a refund, and the lady said she can't stop the charges. This is as much of a scam as the initial health insurance purchase! To charge me indefinitely without providing information on how to use the insurance?? I want a refund because I was never provided ANYTHING to indicate to me that I had a plan and therefore was given no opportunity to use the plan before the end of the year. It is now the end of the year, I couldn't possibly get an appointment to use this plan, and it was just me throwing away money.

  Business response

  12/13/2024

  Attached is VSP's response to complaint ID# ********.  Please reach out if you have any questions. 

   

  Thank you,

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

  Complaint & Grievances

  PPI/CEC Operational Compliance Team

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

• Initial Complaint

  11/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  ******* *., Customer ********************** Internet Representative was dismissive towards me and refused to answer my questions! Stop wasting my time! Is she can't do her job----go find another job---get me someone else!

  Business response

  11/25/2024

  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.
  

  Customer response

  11/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  11/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  An agent submitted my application to VSP for Vision care insurance. He asked for a one time payment with a credit or debit card and advised that I would be able to establish a continuous payment method at a later time therefore, I provided my **** Card. Later on , I found out that this company (VSP) was billing me one month in advance and causing my credit card to be over the limit by continually billing my card. Upon realizing this issue, I called the customer ********************** department at VSP to explain the problem their billing was causing and requested that they stop and remove my card from their file. I was told by the representative that was not and option. I asked for another means of paying and was told there was no other options. I was in disbelief! I told the representative again that they didnt have my authorization to bill my credit however, they have continued billing, causing my credit card to go over the limit. My most recent outreach to VSP was on 11/01/2024 and was advised by a representative that they had billed my card for October 2024. Again, I advised the representative that they do not have my authorization and requested that my credit be removed and my credit card be refunded for the non approved billed amount and she stated that they could not do that unless I put another credit care on file. I asked what other means of payment was available to me and she told me none. How can any business utilize a customer credit care without their permission and decline to offer other payment options? Is this considered fraud? Thank you for your assistance into this very unpleasant matter.

  Business response

  11/06/2024

  Please see the attached document.

  Customer response

  11/07/2024

  I am rejecting this response because:

  ****** ****, compliance manager has not contacted me. Therefore, I am rejecting this response due to issue is not resolved.

  Thank you 

  Ms. Price

  
  

  Business response

  11/13/2024

  Hello, 

  Attached is the complaint response. Please feel free to contact ********************************* for any further questions.

  *Also, a response was not sent prior to this so I was unsure why there was a rejection.

   

  Cyrin Macero
  VSP Complaints & Grievances
  Case # ********

  Customer response

  11/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  Thank you so much for your assistance into this matter and achieving a resolution so quickly!

  sincerely,

  Ms. Price 

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called to enroll in this vision plan because I did not have vision coverage through my employer. I was told at the time of the enrollment period. I was told that my coverage would be the same, I was NOT told that I could not stop the policy and that it would cover contacts for my eye condition. this does not cover my Keracatonis contacts. I cannot use this policy and this is a waste of money. That is not cancelling the policy when you all feel like it until next year June 2025.

  Business response

  10/21/2024

  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

  09/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I paid $****** on 8/22/24 to pay for 2 months of insurance for my ********* They told me that I had to pay 2 months to have insurance activated in time for my wife's appointment. We went to the ****************** paid less (or not much more--the billing is very unclear) than we paid to activate the "insurance.I called and asked them if we could cancel both policies, even if we had to pay back the minimal they paid (on my wife's policy). I did not use my policy at all. The first **** "****" told me I was beyond the cancellation date & provided false information to discourage follow-up. The second representative was understanding and gave me a contact e-mail & how to explain.She said we were NOT past our trial period & that, while we may need to pay the small sum, we should be able to cancel.I reached out to the e-mail & explained I wanted mine policy canceled, as I will not use ******* trial period was still in place. I also explained that I was willing to pay back my wife's, even though the ****** should have covered it They declined to cancel either policy. And took out another ***** on 9/16, even though I told them I wanted my policy cancelled (which I had not used during the trial period)-and my wife's.If they keep removing $***** each month, as they say they plan to do, and demonstrated they intend to do by removing the $***** on 9/16/24.We were also up sold by the original **** when ordering. I told her contacts, and she sold me the higher price point glasses package.

  Business response

  10/02/2024

  Good morning BBB,

   

  I have received this Complaint ID ******** and will begin actively working to provide a response on or before due date 10/09/2024.

   

  Thank you,

   

  ******* Brand

  Complaints & Grievances| PPI/CEC Operational Compliance Team

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

  Email: ********************************************************************************************************************************************************************************************************************************************************* |P: ************ | F: ************ | VSP Vision Care  

  Customer response

  10/02/2024

  I am rejecting this response because:

  After calling twice, e-mailing several times, and requesting a grievance form (and being denied the form to even create a grievance request), I have no confidence in this company.

  I am not using-and have not used my part of this plan. Request made, originally, in trial period. No question of immediate cancellation. I am going to pay almost 5 times for my wife's plan (and had already paid MORE than paid-or nearly so) than was paid out (And offered, per opportunity by customer **********************, to repay any funds to cancel plan.).

  
  

  Business response

  10/09/2024

  Good afternoon ****************************** Attached is VSP's response to BBB Internal Case ********. Please reach out if you have any questions. 

  Thank you,

  ******* Brand

  Complaints & Grievances

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

  Customer response

  10/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I called today (07/26/2024) to cancel my VSP insurance, as I can no longer afford it on my social security benefits. After being placed on hold and transferred multiple times, I was told that while I can place a cancellation request on my policy, I will continue to be billed until April 2025. I reiterated that I am simply unable to afford to continue paying, and the representative informed me that my account would be placed into collections, and that I would be listed as in breach of contract. So little concern for the patient, and so much concern for the almighty dollar.Isn't it bad enough that they hold or control licenses for dozens of frame manufacturers, and aggressively promote sales of those brands by offering greater payouts to opticians for the sales of them? If they are selling me insurance, they shouldn't be selling me product. They make plenty of money from those sales, and don't need to keep billing clients for an additional 9 MONTHS after receiving a request to cancel. I can't be the only one who has had to cancel due to an inability to afford to continue coverage.I am not looking for reimbursement, nor am I asking for anything unreasonable. I simply wish to cancel my coverage, and to stop being billed for it. I have had to cancel my dental coverage, and other forms of insurance, and not one of them has tried to intimidate me into paying for continuing coverage that I've told them I can no longer afford. One of them even issued a refund for the period remaining after my last payment.Regardless of the outcome of this claim, I will never again do business with VSP, and I will advise my friends and family to do likewise.

  Business response

  08/01/2024

  Attached is VSP's response to the complaint we received. 

  Customer response

  08/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  07/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 11/12/23 I filed an out of network claim with VSP for my husband's contact lenses. I've filed out of network claims for myself from the same business with VSP & had no issue. After not receiving a reimbursement for months, I reached out to VSP on 2/19/24 after seeing a notice in my benefit history that stated the status of the claim as "call customer **********************." I had not received any correspondence up to this point - no letter, email, phone call, etc. I spoke with ***** who was incredibly unhelpful & didn't understand my plan/the issue and provided false claims as to what was happening claiming my husbands contacts weren't "medically necessary" which is not true. She also claimed my plan changed which is true as it was a new year, however, this claim was based on the previous years plan. After being unsuccessful getting additional help, ***** claimed she would investigate & call back. After a week passed without a returned call, I emailed VSP on 2/26/24.***** responded on 2/27 with the following message: "I'm sorry for the delay in getting back to you. Thank you for bringing this to our attention. I've requested that *******'s claim be reprocessed, which takes up to ***** business days for processing, plus standard mailing time from **********, **********. Please note that with this Total Contacts Plan, there is $115.00 in coverage out of network, subtracting the $58.00 that was paid for the exam, leaves $57.00 remaining to be paid on on contacts."I replied to VSP on 6/7 after still no reimbursement. I received an auto response to call them. I spoke with **** who transferred me to ***** who stated it's a system issue & claims are held up but it's still "in processing." No ETA was provided & supervisors were looking into & ***** would call me back with more info. ***** did call me back and provided zero new information.VSP needs to be held accountable! I shouldn't have to continue to check on a claim made months ago to ensure I receive my reimbursement.

  Business response

  07/25/2024

  Good afternoon,

  Please see attached response and contact us with any questions.

  Sincerely,
  
  ******************
  Complaints & Grievances
  PPI/CEC Operational Compliance Team
  Case # ********

  Customer response

  08/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  07/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  July 02,2024, Today VSP vision care had me sent to 5 different departments and all was the wrong departments. i was on the phone for 52 minutes. also they never found the right department for me to upgrade my vision plan. After all there failure attempts i ask to speak to a supervisor , at this time my head was spinning, blood pressure up and feeling faint. while i was waiting on a supervisor i had to hang up after 7 min. my health could not take another fail attempt. supervisor later call back stating it would probably be 24 hours before someone could call me back to discuss upgrading my plan. i am saying this is totally unacceptable for a business of this type to bring pain to a customer. i believe that ********************** management should apologize for such a unprofessional acts that was put on me today. only because, i was trying to upgrade my Vision plan and they had hired not completely train workers. these workers did not know how to connect to the right departments. what a sham . in which cause pain and stressful reaction.

  Business response

  07/08/2024

  Attached is VSP's response to a member grievance received. 

*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. ↩