Complaints

• Initial Complaint

  02/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 4, 2022 I had an eye screening with my optometrist ******* in ***********, **. New prescription glasses were ordered under the VSP Vision *************** I am paying for this insurance through the government retirement program. 4 weeks went by and no glasses. ******* kept calling the lab and kept getting the run around. Kept getting ship dates which never ocurred. On the 5th week I contacted VSP customer ********************** and was told that the lenses kept getting broken and scratched but my order would be put on priority status and that for compensation they would provide an additional pair of lenses if I provided frames. I contacted ******* and told them what VSP said and provided them a set of frames. After an additional 2 weeks with ******* continuing to call the VSP lab to find out where the glasses were the original pair showed up. ******* informed me that there was a further s**** up on the comped lenses. Today, February 25,2022 ******* notified me that they received the comped lenses but that they were so scratched they were unusable.I pay a rather expensive sum for this vision insurance but it seems VSP is more interested in collecting premiums than hiring competent laboratory personnel. I want the lenses promised to me.

  Business response

  03/10/2022

  March 10, 2022
  
  
  *********************
  Better Business Bureau (BBB) Serving Northeast **********
  Via BBB Online Portal
  Complaint # ********
  
  Dear *********************:
  
  I am writing in response to a grievance that VSPs Complaint & Grievances Team received on February 28, 2022 regarding the member listed below.
  
  Member Name: ***************************
  ID Number: **********
  
  On behalf of our organization, please extend our apology to **************** for any inconvenience he may have experienced. We are sorry to hear that he is disappointed with the material quality and dispensing timeframe of his lenses. Experiences such as this are not typical. I can certainly appreciate the frustration with the lab; however, we also do not want sub-standard lenses to be dispensed, and there are occasions when any lab may have a harder than usual time fabricating the lenses
  
  **************** contacted VSP Member Services on January 28, ************************* dispensing for glasses ordered under his vision benefit.The lab offered to provide **************** an additional pair lenses as long as he provided the frame as an apology for the delay.
  
  The voucher for the additional set of lenses was provided to the office on February 10, 2022. The lab fabricated the additional set of lenses; however, they received the lenses back on February 25, 2022 due to the lenses being scratched.
  
  I spoke to the lab on March 3, 2022, March 4, 2022 and March 9,2022. On each of those calls I was advised that Mr. ******* glasses were in the anti-glare coating department. I contacted the lab again on March 10, 2022 and was advised that the glasses are now in the edging and finishing department. They anticipate the shipping date to be no later than March 14,2022, pending final inspection.
  
  The providers office should be contacting **************** once the glasses are ready for pickup.
  
  I will also be sending **************** a letter with the information above.
  
  Please feel free to contact me at ************ if you have any other questions. My office hours are Monday through Friday from 5 a.m. to 1:30 p.m., Pacific Time.
  
  Sincerely,
  
  
  ***************************
  Complaint & Grievances
  PPI/CEC Operational Compliance Team
  Case # ********Tell us why here...

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