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Initial Complaint
01/26/2025
Complaint Type:
Billing Issues
Status:
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.
Subject: Complaint Against Davis Vision Regarding Misrepresented Benefits Dear BBB Representative, I am writing to file a formal complaint against Davis Vision regarding their mishandling of my vision plan benefits and their subsequent denial of full payment for my contact lens purchase. On November 23, 2024, I purchased contact lenses from Vision Health Institute based on Davis Vision’s provided benefit information, which explicitly indicated a coverage amount of $350.00. This amount was confirmed by the Vision Health Institute’s billing department after direct communication with Davis Vision. However, Davis Vision has since retracted this quoted coverage, stating that only $140.00 is covered. As a result, I am left with an unexpected balance of $208.00. I made this purchase in good faith, relying on the information Davis Vision provided. Attached to this complaint are the following supporting documents: A copy of the benefits statement showing the originally quoted $350 coverage. Correspondence from the Vision Health Institute billing department outlining the discrepancy and details of the charges. The remaining balance of $208.00 is directly attributable to Davis Vision's error. I firmly believe that I should not be penalized for their mistake. I request that Davis Vision pay the full $350.00 as initially outlined in their benefits statement. If this issue is not resolved by February 7, 2025, I will pay Vision Health Institute directly and seek reimbursement through a legal intervention. I appreciate your assistance in resolving this matter promptly. If you require any further information or documentation, please do not hesitate to contact me. Sincerely, ****** ********
Business response
01/30/2025
We apologize for the inconvenience you have experienced in receiving a lesser amount for your contact lenses. In reviewing your vision policy, it seems you had 2 active policies with *******. The provider used your Superior Vision coverage which has a lesser amount for contact lenses versus your Davis Vision coverage. We have been in contact with your provider to have this issue resolved. The provider has billed the correct insurance and they should be contacting you about any updated billing information. If you have any additional questions, please call our ******* Customer Service Department Monday-Friday 8:00am-9:00pm and Saturday 9:00am-4:00pm at ###-###-####.
Initial Complaint
12/09/2024
Complaint Type:
Billing Issues
Status:
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.
We are unable to see our optometrist because Davis Vision will not pay claims.
Business response
12/09/2024
We apologize for the inconvenience you have experienced. To assist with your request, your member ID or date of birth is required to locate your profile and verify your identity. Please contact our Customer Service Department at 800-999-5431 Monday-Friday 8:00am-11:00pm EST, Saturday 9:00am - 4:00pm EST, and Sunday 12:00pm to 4:00pm EST.
Customer response
12/09/2024
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, details of the offer I reviewed appear below.

Their response indicates a need for a member ID or other identification to provide a response and directs me to contact them. This isn’t necessary to respond to a general concern regarding Davis Vision not paying multiple claims when members use Pro Eyes Optometry. Multiple complaints by multiple members have been made and their response is just another deflection of responsibility.

Regards,

****** ****

Business response
12/10/2024
We apologize for the inconvenience you have experienced. For security purposes, we recommend you do not share personal identifier information, such as your social security. In regards to your complaint, the provider would need to contact us to review any outstanding billing or collection issues.
Customer response
12/10/2024
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, details of the offer I reviewed appear below.

1. You all are playing the “deny, defend, depose” game with your responses. In your first response you requested the identifying information for our insurance plan, I rejected the request that I reach out to your company directly because I want the responses all documented with the BBB. Additionally, I also sent a complaint form via th Davis Vision website the same day I filed this complaint and haven’t heard from your company.
2. Pro Eyes has repeatedly attempted to rectify the situation with you all so that they are able to provide services to their patients with Davis Vision. Your response is another deflection of directly responding to me on this platform.
3. The resolution I expect is to be able to schedule my family with our eye care provider, Pro Eyes, and that Davis Vision cover their agreed upon services.

Regards,

****** ****

Customer response
12/23/2024
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, details of the offer I reviewed appear below.

I do not want to change providers. And I have filed a complaint directly to Davis Vision and have never received a response.

Regards,

****** ****

Business response
01/03/2025
We apologize for the inconvenience you have experienced with your preferred vision provider. To protect the provider’s privacy, we are unable to disclose the full details of the investigation, but we are working with the provider’s office directly to address their concerns. We will respond to the member directly with further information.
Initial Complaint
11/22/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Failure to issue insurance check, even though services provided were approved.
Business response
11/25/2024
We apologize for the inconvenience you have experienced. To assist with your request, your member ID or date of birth is required to locate your profile and verify your identity. Please contact our Customer Service Department at ###-###-#### Monday-Friday 8:00am-11:00pm EST, Saturday 9:00am - 4:00pm EST, and Sunday 12:00pm to 4:00pm EST.
Customer response
11/27/2024
The consumer confirmed with BBB that they received the refund they were asking for.
Initial Complaint
09/27/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I BOUGHT READING GLASSES ON 6/4/2024 ONLINE, PAID $245.80 FOR THEM. SINCE I HAVE ******* DAVID VISION INSURANCE I CALLED THEM TO SUBMIT A CLAIM FOR REIMBURSEMENT. SINCE I DID NOT HEAR ANYTHING FROM DAVIS VISION FOR 2 MONTHS, I CALLED THEM 9/27/2024 ABOUT STATUS OF MY CLAIM. I WAS TOLD IT WAS DENIED BECAUSE THEY NEEDED ITEMIZED RECIEPT AND PROOF OF PAYMENT. I PROVIDED THEM WITH A RECEIPT I RECEIVED FROM INTERNET STORE, I ATTACHED IT HERE AS WELL. I DO NOT HAVE ANY OTHER PROOF AND I DO NOT UNDERSTAND WHY THIS IS NOT ENOUGH FOR REIMBURSEMENT.
Business response
10/04/2024
We apologize for the inconvenience you have experienced. You have filed a formal complaint with our Complaints Department and is currently being reviewed. Please allow up to 30 days from the date received your complaint for a decision to be made. If you have any additional questions, please call our Customer Service Department Monday-Friday 8:00am-9:00pm and Saturday 9:00am-4:00pm at ###-###-####.
Customer response
10/07/2024
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
09/05/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On April 4, 2024 I paid Davis Vision $102 to receive discounts on glasses through a benefit my husband has as a retired state employee of the Commonwealth of Massachusetts. I have called them at least 8 times to send me an EOB that is required for my HSA. In my opinion, when making ANY purchase, you should receive a receipt for payment. I filed a complaint with their Complaints and Appeals Department on July 10, 2024 (7th call), and received a letter from them dated July 11, 2024 stating “please allow 7-10 business days for this request to be processed and receive your EOB.” Shouldn’t they be required to provide receipts AUTOMATICALLY like any other business is?
Business response
09/13/2024
We apologize for the inconvenience you have experienced. Your plan does not generate an explanation of benefits as it is a vision discount plan. This plan you have paid in advance for the services you will receive. A receipt is available and has been emailed and mailed to the information you provided. The email was sent on 09/11/2024 and the mail receipt should be arriving within 7-10 business days. We apologize for the confusion regarding your original request.
Customer response
09/16/2024
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. I did not receive an email from Davis Vision on September 11th but did receive a receipt in the mail on September 14th and submitted it to my HSA. I am now waiting for my HSA to be taken out of suspension so that I can use it.

Regards,

******** *******
Initial Complaint
08/10/2024
Complaint Type:
Customer Service Issues
Status:
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.
I do not have my member ID. This company refuses to give it to me on the phone. It is not listed on my employees portal. ****** ****** ******* block us from everything and makes so stuff so difficult that we cannot find it. I would like my membership number. Emailed to me. It’s ridiculous that they cannot give it to me.
Business response
08/13/2024
We apologize for the inconvenience about obtaining your ID number. After an investigation, on 08/09/2024 you called in to our customer service center and was provided the ID number verbally and a request for a new ID card will be mailed within the next 7-10 business days. The representative also provided instructions on how to log onto our website to locate your ID card as well as In-Network providers in your area. In addition, you will also receive a secure email from ******* ****** with a copy of your ID card attached.
Initial Complaint
06/24/2024
Complaint Type:
Product Issues
Status:
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.
I went for a routine eye exam and ordered glasses. I ordered and paid &207 for progressive and they were blurry and could not see. Office said take them home and you will adjust. Had to go back and instead of them correcting issue they said they can’t make me progressive and they would have to do bifocals and I assume I would be reimbursed like **** told me $90. I filed an appeal and was approved and then they come back and say no we can’t do a refund after they said they would. I had same type of glasses for over 15 years and never had an issue.
Business response
06/28/2024
We apologize for the delay regarding the refund of your progressive lenses. After an investigation, the refund has been processed and a check will be mailed to your address on file within the next 30 calendar days.
Initial Complaint
05/01/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On February 28, 2024, I went to ***** *** ********* which is part of the **** ************ ******* ****** * **** ******** ****** and received an eye exam, refraction, and contact lens evaluation/fitting. According to my HR benefits under my Davis Vision insurance (see *********************************************************************************), all of these services should have been covered with $0 copay. And in the past when I have gone to this provider and gotten the same services, I have not been charged (because all of the services are supposed to be $0 copay). However, I received a bill on April 25, 2024 which specified that I owed $60. I contacted the provider who was unable to explain why I was charged this amount. Then I contacted Davis Vision. The customer service representative claimed that I owed $60 because I did not purchase contact lenses from the provider on the same day of the visit. The benefits documentation for this vision plan does not specify that the $0 copay is contingent upon purchasing contact lenses from the provider on the same day. Essentially, they are claiming that I need to pay more money because I received fewer services.
Business response
05/09/2024
Davis Vision takes customer service seriously and aims to address member’s concerns in a diligent manner.

Davis Vision has reviewed ****** *******’s complaint, and it has been found that the claim for date of service 2/28/2024 was submitted for routine eye exam and refraction only. The claim was approved and paid. For calendar year 2024, there are no denied claims on file and no claims that include charges for a contact lens fitting. To have the fee for the contact lens fitting considered for coverage ****** *** ********* must submit a claim to Davis Vision.

Customer response
05/15/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I find the response from Davis Vision satisfactory and will reach out to the ***** *** ********* as it sounds like they did not correctly bill Davis Vision.

Regards,

****** *******
Initial Complaint
03/11/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am trying since Dec 2023 to get Explanation of Benefits/EOB for my son's vison exam from 9/25/2023. I have called Davis Vision 5 times requesting it. The customer service representatives indicated that I would get the EOB within 10 days from each call. I still have not received it. The last call was on 02/20/24. By not having the EOB, Davis Vision is preventing me from getting the benefits of the second insurance I have,
Business response
03/22/2024
Davis Vision has outreached with the complainant directly via email on March 22, 2024. Davis Vision will submit a copy of the EOB statement to the complainant via the email address that was provided. Davis Vision takes customer service seriously and aims to address member concerns in a diligent manner. We apologize for any inconvenience this issue may have caused.
Customer response
03/25/2024
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
01/17/2024
Complaint Type:
Customer Service Issues
Status:
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.
I submitted a claim to Davis Vision via mail months ago. They have not contacted me to inform me of the processing of my claim, NOR have I received any money from this claim. I no longer have Davis Vision for my insurance, and without my Member ID I cannot get in touch with anyone on the phone. I have submitted messages on their online portal and still, nobody is reaching out to me. I'm about to move and worried that if they eventually send a check, I won't receive it. I desperately need someone from the company to contact me, because I paid $300 out-of-pocket for a visit and need the money I am owed.
Business response
01/19/2024
Issue:
****** ******* alleges that she went to an out-of-network provider on August 8th, 2023 to receive services. She stated that she paid $300.00 for the services and completed the out-of-network claim form; however she has not received her reimbursement for the services.
Requested Resolution
****** ******* is requesting to receive a reimbursement payment of $300.00
Benefits Review:
Analyst **** *** conducted a benefits review on ****** *******’s plan on January 18th, 2024. The following determinations were made based on the review:
****** *******’s plan operated on a 12-month cadence based on the previous years’ service date.
****** *******’s plan allows for her to receive 1 routine eye examination, and either 1 pair of eyeglasses or one pair of plan or non-plan contact lenses.
****** *******’s plan allows her to see either an in-network or an out-of-network provider.
If ****** ******* receives services from an out-of-network provider, she would be entitled to reimbursements in the following amounts based on the services provided:
Routine Eye Examination- $45.00
Frame: $45.00
Single Vision lenses: $52.00
Bifocal Vision lenses: $82.00
Trifocal Vision lenses: 101.00
Lenticular lenses: $181
Contact lenses (Specialty, disposable, gas permeable, sclere, and dispostable: $97.00
Medically Necessary Contact Lenses: $285.00

Claims Review:
Analyst Phil L** conducted a claims review on ****** ******* on January 18th, 2024. The following determinations were made based on the review:
****** ******* had a claim processed from an out-of-network provider on August 8th, 2023 for the following services:
1 routine eye examination
A pair of contact lenses

Davis Vision approved claims and processed the payment on October 30th, 2023
Davis Vision mailed a check (Check # *******) to ****** ******* on October 31st, 2023.
The total amount of the reimbursement was $142.00 based on ****** *******’s plan set up for out-of-network claims.
Analysis of Findings:
Based upon the investigation, the following determinations have been made:
Davis Vision submitted a payment to ****** ******* on October 31st, 2023 via Check # *******.
Actions Taken:
****** ******* will need to review her checking account to confirm that she has not received the payment.
If she confirms that she has not received the payment, she can contact the Versant Health customer service unit at ***** ******** to request a replacement check payment and a check investigation for Check # *******
Note the check investigation will take 30-days from the date of request to complete. Additionally, as part of the investigation, Versant Health will engage in a recoupment action on Check # ******* to recoup the funds from any account that they were deposited into.
Sincerely Yours,
Phil L**
Quality Analyst
Customer response
01/23/2024
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, details of the offer I reviewed appear below.
Regards,
****** *******

Customer response
01/24/2024
Hello! I understand that Davis Vision said they sent me a check - I never received it. I am unable to call their customer service line, because it requires a Member ID to be connected to a customer service agent. I no longer have my Member ID, as I have new vision insurance now. Being unable to call the number as well as not having any of my emails or website submissions answered, I am genuinely unable to contact them in any way. I am hoping that they can establish a line of communication with me so I can provide an address for my check.
If I was able to call the customer service number and connect to someone, I could resolve this on my own. But again, I don't have a Member ID to enter when prompted, so I am unable to connect.
Business response
01/31/2024
Issue:
****** ******* alleges that she went to an out-of-network provider on August 8th, 2023 to receive services. She stated that she paid $300.00 for the services and completed the out-of-network claim form; however, she has not received her reimbursement for the services.
Requested Resolution
****** ******* is requesting to receive a reimbursement payment of $300.00
Benefits Review:
Analyst **** *** conducted a benefits review on ****** *******’s plan on January 18th, 2024. The following determinations were made based on the review:
•****** *******’s plan operated on a 12-month cadence based on the previous years’ service date.
•****** *******’s plan allows for her to receive 1 routine eye examination, and either 1 pair of eyeglasses or one pair of plan or non-plan contact lenses.
•****** *******’s plan allows her to see either an in-network or an out-of-network provider.
?If ****** ******* receives services from an out-of-network provider, she would be entitled to reimbursements in the following amounts based on the services provided:
oRoutine Eye Examination- $45.00
oFrame: $45.00
oSingle Vision lenses: $52.00
oBifocal Vision lenses: $82.00
oTrifocal Vision lenses: 101.00
oLenticular lenses: $181
oContact lenses (Specialty, disposable, gas permeable, scleral, and disposable: $97.00
oMedically Necessary Contact Lenses: $285.00
Analysis of Findings:
Based upon the investigation, the following determinations have been made:
•Davis Vision submitted a payment to ****** ******* on October 31st, 2023 via Check # ********
Actions Taken:
•****** ******* will need to review her checking account to confirm that she has not received the payment.
?If she confirms that she has not received the payment, she can contact the Versant Health customer service unit at ***** ******** to request a replacement check payment and a check investigation for Check # *******
?Note the check investigation will take 30-days from the date of request to complete. Additionally, as part of the investigation, Versant Health will engage in a recoupment action on Check # ******* to recoup the funds from any account into which they were deposited.
Update Action:
•Analyst **** *** outreached to client billing on January 29th, 2025 to put a stop payment on Check * ******* and recoup the funds that were paid out; the process will take between 30-60 days to complete.
•Analyst **** *** submitted a request to have a replacement check in the amount of $142.00 sent out to ****** *******. The amount of $142.00 is reflective of the out-of-network reimbursement that ***** ******* would be entitled to based on her plan benefits. ****** ******* can expect to receive the replacement reimbursement check within 30 days.
Sincerely Yours,
**** ***
Quality Analyst

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