Vision Service Plan

I've been covered by VSP since I was a child. They have always been fantastic and helpful with my questions and claims. I wear contacts and they allow me to order them online, paying out of pocket, then submit a claims form for out of network services. They say it will take several weeks to complete and receive my refund check, but never takes more than a couple. This choice is great for me as I can get more contacts at a much lower price than going in network through the Doctors office.

I wouldn't hesitate to tell anyone to go with VSP and to contact them with any issues or questions you have.

Review: I want to cancel this service as I no longer need it. (It wasn't beneficial anyhow.) So I attempted to call VSP and they said they had no record of me. I told them I signed up for their product through ehealthinsurance.com. VSP told me to call them. So I called ehealthinsurance.com (EHI) to cancel and ehi told me that I could not cancel because I am committed to a one-year contract. I told EHI that I was not. I hung up on them and called VSP back. Miraculously, VSP has my information on my second attempt. VSP states the same thing and passes me through a phone tree that no one answers after staying on for 15 minutes just to have explained to me why I cannot cancel. VSP did offer some sketchy advice of having me call my bank to have my bank block the charges that are taken out once a month. Why would I do that so that VSP can send me to collections? I have all of the e-mails that were sent to me as well as the documentation that was provided to me by ehi. It doesn't state anywhere that I am committed to a year contract.Desired Settlement: Cancel my VSP plan and do not debit my account anymore.

Review: I have an insurance plan with Vision Service Plan (VSP) that I pay monthly through my employer. They cover normal eye doctor visits along with eyeglass frame and lens coverage. However, when we chose eyeglass frames, we were told that VSP would no longer cover eyeglass frames from the [redacted] company.

The normal coverage for eyeglass frames is $120.00 per year with an additional 20% off on any amount over $120.00 as stated in their Benefit Detail. When I later complained about this to VSP, I was told that VSP had decided not to cover any eyeglass frames sold by the [redacted] company due to litigation between the two companies. I believe that VSP should honor their agreement and not let their argument or litigation with another company result in their failure to honor my agreed upon coverage benefits.Desired Settlement: Refund of the normal $120 payment on eyeglass frames plus 20% coverage on any additional amount over the $120 limit.

Business

Response:

Thank you for forwarding [redacted]’s note about the [redacted] frames. We share his frustration but want you to know that he still can purchase [redacted] frames using his out of network benefits. The unfortunate truth is that [redacted] has been suing VSP's affiliates for more than nine years. VSP has spent millions of dollars in defending the lawsuits. VSP has proposed ways of resolving the lawsuits through less expensive means such as arbitration or even settlement, but [redacted] has refused to cooperate. Litigation like this just raises our costs without benefiting our members, which is why we worked so hard to resolve it. And it is why we decided the best course is to begin distancing ourselves from [redacted] by deciding that we no longer will provide in-network coverage for frames manufactured and/or distributed by [redacted]. The bottom line is that [redacted] has a propensity for litigation. VSP has been paying substantial amounts of money defending the cases and has been trying for years to find an alternative, less-costly method of resolving the disputes. All the while, VSP has been covering [redacted] frames at in-network rates, contributing to [redacted]'s revenues and profits. Then [redacted] uses its profits to fund its litigation against VSP. As a not-for-profit business, the money spent by VSP in defending these lawsuits is money that could be used towards programs benefitting VSP's member doctors and patients. With over 450 frame brands available on the market, we remain confident that [redacted] will be able to find frames that will meet his satisfaction. However, we wish to emphasize that he can still purchase [redacted] frames, and even use his out-of-network benefits to do so.

Review: On October 27, 2014 VSP erroneously charged me twice for the monthly premium that my service plan requires. I inquired about this two or three times and received no response. I then threatened to take my complaint to the Revdex.com and they responded by saying, and I'm quoting directly from the email:"Good Morning! Thank you for contacting us. We have submitted a payment refund request for the duplicate $25.27 that had been deducted on 10/24/2014. Please check your credit card balance in about 10 business days to verify the refund has been placed back into your account. If there is anything else we may assist you with, please feel free to contact us".Naturally I assumed this would be the end of it. However I go back and check my bank account after 10 business days and I see that no refund has been issued. I sent an email inquiry into this and have yet to receive an answer. Furthermore I have yet to receive any sort of explanation as to why I have been met with nothing but incompetence on VSP's part. No one has explained why they took, what should have been a simple monthly deduction, and created this fiasco. All I truly want is my refund. However, an explanation would also be appreciated. In fact, I believe it is warranted. This may be a small payment, but I am due this payment and tend to collect on it. Regardless of how they feel about it. VSP said they would refund me the money and they have not.Desired Settlement: All I truly want is my refund. Pure and simple. However, in addition to my refund, an explanation as to how this spiraled into the debacle that it has now become would be great as well.

Consumer

Response:

I have heard back from VSP, but all they said was, to quote directly from the email:

"Good Morning! Thank you for contacting us. We have located the account and verified the refund request for $25.27 has been processed on 11/13/2014 for your payments that deducted on 10/24/2014. If there is anything else we may assist you with, please let us know."

Review: I signed up for VSP Vision Insurance on my own as an individual, approximately one month later my company announced that they would be adding a vision package to our benefits. I contacted VSP Vision on 4/8/16 to cancel my service. I did so via phone and in writing. I have never used the services that I had approximately 5 days over their 30 day period. My company is actually getting going through VSP for our insurance plan, so I do not need double especially from the same company. They continue to charge me for their services, and after writing several letters they have finally agreed to cancel my service on June 1st, 2016. I have already paid them $42 for March and $32 for April. Why should I continue to pay for services that are never rendered, and will never be used? Beware anyone who thinks about signing up with this company as they will continue to charge you even after you cancel services. I am currently speaking with our [redacted] about choosing this company for our coompanies insurance as well.Desired Settlement: I would like them to cancel my contract immediately and desist in charging my account, I would also like to refunded for April as I cancelled the service before the date in question.

Business

Response:

I am writing in response to the grievance that VSP’s Complaint and Appeals team received on 4/26/16 regarding the member listed below:Member name: [redacted]Member ID: [redacted]Research: [redacted]’s benefits have been cancelled and refunded. The April payment for $32.48 was refunded back to the credit card on file. That payment had paid for the month of May. Therefore, she is cancelled effective 5/1/16. [redacted] has been sent an email confirming the5/01/2016 cancellation date and that her refund request was approved.Please feel free to contact me at [redacted] if you have any other questions. My office hours are Monday through Friday from 8:30 a.m. to 5:00 p.m., Pacific Time.Sincerely,[redacted]

Review: Unauthorized debits

My name is [redacted]. I have been charged by your company for the last eight months for a service I did not sign.up for. I have called numerous times to get this issue taken care of only to hear that I either don't have an account with you or that the issue would be taken care of. According to the supervisor I spoke with today, [redacted] A.D., you have an address for me, which is one I have never lived at. I am formally requesting a refund of all charges of which there are eight at $12.91 each for a totaling 103.28, in addition to an.overdraft fee I incurred due to one of your charges on 7/17 of 37.00. . The total.refund amount I am requesting is 140.28.Desired Settlement: requesting a refund of all charges of which there are eight at $12.91 each for a totaling 103.28, in addition to an.overdraft fee I incurred due to one of your charges on 7/17 of 37.00. The total.refund amount I am requesting is 140.28.

Business

Response:

Initial Business Response

I am writing in acknowledgement to a new grievance VSP received from your office on 12/05/2013 regarding the above listed member.

I apologize that I am unable to locate the member by just her name in our files. So that I may help Ms. [redacted] I will need additional information. Please provide the name of the policy holder, the date of birth, and only the last for digits of the social security.

Please feel free to contact me at (XXX) XXX-XXXX. My office hours are Monday through Friday from 6:00 a.m. to 2:30 p.m., Pacific Time.

Sincerely,

Complaint & Grievance Unit

Review: On 5/8/2016, I filed a complaint with VSP about poor customer service I received from a vision provider. They sent me a form letter on 5/11/2016 stating "We are researching this matter and will respond to your inquiry as quickly as possible." They have now had 10 days to do their "research" and have not responded. In light of the elapsed time, I don't believe they are doing anything about my complaint. The form letter was signed by [redacted]., Ext. [redacted], Customer Care Division, Case #[redacted]Desired Settlement: VSP needs to provide me with the results of their research.

Business

Response:

I am writing in response to a grievance that VSP's Complaint and Appeals Unit received on May 23, 2016 regarding [redacted].

Review: I have contacted this company at least 10 times by phone and email regarding my benefits. I have been without glasses for several moments because VSP issued payment to Target Optical for services and products I do not have. When I went to use my frame benefits, I was told I used it already. VSP then advised me I needed to contact the provider on my own to reimburse VSP in order to reinstate my benefits. Not only have I contacted them, I spoke with several representatives at VSP by phone and email and was told the issue would be resolved. Another month passed and I had to call again, and to be told the same thing and that nothing was processed. I have paid for coverage through VSP for the year and can't use my benefits because they fraudulently paid a provider that should have reimbursed them as I did not receive services. I've exhausted filed grievances and several complaints and still no resolution. All I can get is VSP consistently telling me lies and it has caused a lot of inconvenience and mental suffering. No cosumer deserves to be treated the way I've been treated by VSP.Desired Settlement: I would like my benefits for my 2015 frame allowance to be reimbursed so that I can purchase new eyewear that I need. I've paid for the coverage and should be able to utilize it. They had no issue issuing the payment to the provider, but isn't making an effort to be refunded. I have all email corespondence and documented calls with VSP if needed since September 1, 2015.

Business

Response:

Response:The member purchased glasses from an Out-Of-Network provider. The glasses were returned and VSP was advised by the Out-Of-Network provider’s billing department on October 9, 2015 and again on October 22, 2015 that a refund check was being mailed to reinstate the member’s benefits. The billing department was contacted once again on December 23, 2015 and was advised that the check had not been mailed as previously indicated but that the issue would be escalated to a Supervisor for expedited processing which is typically 5 business days. VSP’s normal policy is to re-open benefits once the reimbursement check is received. Due to the situation we have made a one-time exception to allow the member to use lens and frame benefits prior to the receipt of the reimbursement check from the Out-Of-Network provider. The offer is valid for 60 days and the member’s doctor may contact Customer Service to verify benefits and obtain an authorization. Please be advised that the member filed a separate grievance directly with VSP on November 30, 2015 and a detailed response has been sent to the member as well.[redacted]

Consumer

Response:

I am rejecting this response because: The statements provided in the response from the business is not accurate. I agree to allowing me to use my benefits within 60 days due to the lack of follow up to me throughout the process and I've paid for benefits I've been unable to utilize. The business failed to mentioned that the grievance I filed with VSP on November 30, 2015 was not the first grievance. My first grievance with VSP was on September 30, 2015. I received a letter request on 10/1/15 advising my grievance was received and someone would follow up with me. I called into VSP as I did not hear from anyone within the 48 -72 hour time-frame and was told again someone would follow up with me. I sent another message to VSP through my VSP account on October 9, 2015. I then called a second time as I had not heard from anyone. I sent a third message on October 20, 2015 and received a letter by email advising my issue would be escalated and someone would follow up with me again. I continued to get the run around. I sent another message on December 2, 2015 and received a response on December 4, 2015 with the same story I was told several times before. After getting no where with contacting Target Optical and filing complaints with Target as well as VSP, I then contacted Revdex.com as no consumer should ever have to keep getting the run around from a eye care provider regarding benefits they paid for, regardless if I went to an out of network provider. I received a letter from VSP dated December 29, 2015 with the information above in their response, but I did not get an exam or contact lens that they mentioned in the letter as my exam is done through my health insurance provider.

Review: I took vsp insurance last year. I also have GEHA dental which includes a basic vision insurance. When I went to my doctor the receptionist said they did not carry either insurance. She was wrong and in Dec I started the paperwork to be reimbursed. I filled out the paperwork for vsp and submitted it. I then talked to GEHA who said they were to be my primary. I called vsp and told them. They put my paperwork on hold and told me to submit the explanation of benefits when I received a check from GEHA. I faxed this info to them on 1/17. I heard nothing back. I called and talked to [redacted] who told me it had been denied since I did not resubmit the claim. On 2/11 I faxed the claim, the invoice, the explanation of benefits and the cover letter to [redacted], Team 5, ###-###-#### and ext [redacted]. I called today and they are still claiming to not have received the info. I will mail it to them this time.Desired Settlement: I want the money that I am entitled to.

Review: I contacted VSP after finding out that someone had used my information to enroll me into their vision plan. I am an disabled us army veteran and I get my vision exams free through the Veteran Medical Centers. I spoke with a rude rep on Monday 9/28/15 advising fraud and desire to cancel subscription. I was first told 7-10 business days and then told 72 hours aall the time a gentlemen thought it was funny that I was calling. I was advised that no attempt to take monies out of my account had happened and it would not happen and was given a Req ID [redacted]. To my surprise on 9/30/15 I received an alert from my bank advising of this transaction and the overddraft fee that it caused. I then called vsp back and the young lady proceeded to tell me with no apology that it now takes 45 days before it is cancelled and money is refunded...this is unacceptable especially since I never authorized this and now it has my account overdrawn!!!Desired Settlement: I want to be ensured that this membership is cancelled...I want the 19.29 refunded and I want the 35.00 overdraft fee refunded and something in writing confirming cancellation!

Business

Response:

Response:Member Name: [redacted] Revdex.com ID#: [redacted] Research: • I contacted our VSP Direct Team at [redacted] and a representative confirmed that [redacted] plan was canceled effective October 1, 2015 due to non-payment. • The representative let me know that the request for her plan was done via an on-line application. • VSP Direct advised me that they did attempt to take a payment as the cancellation request was received after the payment due date. • The representative advised me that they attempted to take a payment but it was rejected by [redacted] bank. He confirmed that the payment was never deducted. • Since the payment was not actually deducted, [redacted] is not due a refund. Response: • Our VSP Direct Team handles all premium billing and cancellation requests. If [redacted] has further questions about her premium or cancellation she may wish to contact our VSP Direct Team at the number listed above. Representatives are available to take her call Monday – Friday from 8:00am-8:00pm Eastern Time. • Since it is our primary goal to provide a high level of service to our members, we sincerely appreciate it when our members bring situations such as [redacted] to our attention. This enables us to evaluate areas for improvement and bring better future service to our members. [redacted]. Complaints and Appeals Case # [redacted]

Consumer

Response:

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

Review: In February of 2014 I attempted to sign up for vision coverage via VSP. At that time, I called [redacted], an eyeglass company to see if their business worked with VSP Insurance. I was told that they were, and that everything should be fine, After arriving at the eye doctors office, I find out that VSP intended to send me a reimbursement form for part of the costs of the eye exam and glasses. I was promised that I would receive partial coverage, no such luck however. I was also told that if I had a problem with my vision insurance coverage, that I could get online to view my member documents at any time. I have attempted on multiple occasions to access the VSP members information, however there is an error preventing me from either registering on their site, or from attempting any kind of password recovery as I was never able to register properly.When I do manage to get in touch with a live person, they are usually less than polite, are dishonest, and most recently I was able to hear them laughing at my complaints over the phone. I have attempted to tell them that I was not happy with their services since I was lied to, but I am not allowed to cancel because of some "contract" that locks me in for a year. I attempted to log on to their site to cancel during the "grace period" but conveniently I cant access my information...the most information I have been able to get out of them is that I should have logged on to their site....yeah I get that, but I cant log on even when I use my member information, and, or my social security number.....When a representative from their company made promises to me regarding benefit coverage, then fails to be honest with me, are they themselves not breaking this so called contract that Im bound by life to?Desired Settlement: I want a full refund for the money taken out of my account thus far, and I want my membership terminated without any penalties. I am not asking for the reimbursement that I was promised, I no longer care about such matters, I just want what I paid them out of pocket returned, with no further obligations

Business

Response:

Dear Mr. [redacted]: I am writing in response to your complaint we received on 09/03/2014 from the Revdex.com. Please accept my apology for the poor service you experienced with VSP. We pride ourselves in providing world class customer service and your feedback is helpful in identifying areas of opportunity. Our records show your policy was terminated on 08/01/2014. After the review of all your information and taking in the fact that the benefits were not used during the eligibility period, we will make an exception to our cancelation policy and issue you a reimbursement for the premiums paid. A check in the amount of $90.00 has been mailed to your address on file. Please allow 7 to 10 business days for delivery. If we can be of any additional help to you now, or in the future, please contact us. For help seven days a week call our Customer Service Department at ###-###-#### or TDD: ###-###-#### (Monday through Friday 5:00 a.m. to 8:00 p.m., Saturday 7:00 a.m. to 8:00 p.m. and Sunday 7:00 a.m. to 7:00 p.m., Pacific Time). Sincerely, [redacted] Vision Service Plan Complaints, Appeals Processing Support Team Customer Care Department [redacted]

Review: I searched the VSP website for one of their doctors and was pointed toward a place that gave an "Advanced Eye Exam." Having never heard of that, I chose them. I called them up 2 weeks before the appt. and got all the details including the price - which was the same as the regular kind of exam. "It's the same cost," [redacted] the receptionist told me. I only had to pay the usual 15.00 co-pay she added. On the day of the appt., there was a wind storm that knocked out power to the business. All of their computers were down and I had to wait in the Lobby. After a while, I saw 2 specialists, but I am not sure I got this advanced exam as they only used analog tools like an eye chart and so on. There was no high-level computer-like examining that took place. Then, as I paid to leave, [redacted] asked me for a 50.00 co-pay. I reminded her about our conversation 2 weeks earlier and she said she remembered - but that I had signed a paper saying I wanted the Photo of my eyes and that was 35.00 extra. I told her that I had the choice to pick about a dozen businesses in the area, but that I picked them for the special exam and now she was more than tripling the price. This was a classic Bait & Switch and it's advertised on the VSP website.Desired Settlement: I have called VSP 3 times to cancel my account before the 30 day look period was up and as the Optometrist's network was down when I went in - how can they count that as an exam, especially the so-called advanced one? If possible, please cancel my account and provide a refund back to my [redacted].

Business

Response:

I talked with [redacted] in the office who indicated that you signed a document acknowledging that there retinal photo had a cost of $35.00 in addition to your $15.00 exam copay. By signing this you agreed to the fee and the service was provided in good faith. You will need to contact the office directly to make payment for the photos. With regard to the "advanced eye exam," I see on the VSP website where the definition of the Premier Program includes this terminology. The term is followed by an asterisk which is defined at the bottom of the page and reads. "Advanced eye exam technology may not be available at all Premier Program participants." [redacted] Optometry doesn't offer the advanced eye exam service; however, their exams are still comprehensive and meet all the VSP exam requirements.

Consumer

Response:

I am rejecting this response because:Thank you for your kind response. It's appreciated.My main concern was that there was a power outage and their network was down. So, how could there have been a photo and an advanced eye exam?In the spirit of compromise, how about only a 1 month premium fee and cancellation of plan?Thank you for your time.

Business

Response:

I have spoken with [redacted] at the doctor’s office who explained to me that their computers were down at the time of your appointment. There was not a power outage in the office. This is why the office was able to conduct your exam and take the retinal photos. Our records indicate your vision plan through Healthy Vision Association terminated effective 01/01/15.

Consumer

Response:

I am rejecting this response because:Thank you for your kind reply. It's appreciated.In reference to the computer system being down, then we should be in agreement that that optometry appointment should not be counted toward my one per year. The photos could not have been taken because they require a software program - not just a regular camera. And I definitely did not receive an advanced exam. True, they may have given me an old-fashioned eye exam - but that is the whole point of my Revdex.com complaint - I asked for the former exam and that is what I agreed to. But they still billed it as the more complex exam and they ruined my one-per-year with VSP. That's not fair and all I am asking is for you to realize that and either reinstate my plan and the eye-exam or cancel my plan and offer a refund. Thank you for your time.

Review: VSP doesn't keep their word. I wanted to order a pair of glasses through their eyeglasses service, eyeconic.com, however since I have bifocal/progressive lenses, I can't order it from them because the insurance doesn't allow them to be paid through eye conic. therefore it was suggested that I ordered my glasses elsewhere and file a insurance reimbursement claim. With my insurance plan I have a $170 allowance on glasses and lenses. I ended up purchase my glasses plus lenses for a bout $95. When I sent in my reimbursement insurance claim, I only received $25 back for my glasses purchase. So, that means I should have at least $145 left over with my glasses allowance, correct? I was told that because I didn't use the entire $170 that the leftover funds would end up being a lost and I could no longer use it towards any more glasses. I find this to be ridiculous since I pay my hard earned $27 a month for insurance, just for them to tell me that the funds I have left over can no longer be used? what kind of robbery is this company running? I would like to use the leftover allowance to purchase another pair of glasses. it isn't my fault you don't pay for bifocals through YOUR SUGGESTED eye conic company. Also, I should be able to use all the money that I pay for on a monthly basis. i'm seriously considering taking my business elsewhere instead of this fraudulent company that just enjoys taking my money and doesn't allow me to use it where it is truly needed.Desired Settlement: I would like to use the left over eyeglass allowance to purchase my eyeglasses. What kind of insurance company suggests their clients to go elsewhere for services and file a reimbursement claim to get their money back. then when I file the reimbursement claim, you tell me because I went outside of the network I am penalized and can't use my left funds for services?

Business

Response:

Member: [redacted] ID#: [redacted] I am writing in response to a grievance we received from your office on 05/21/15 and an emailed received the same day from the member outlining the same complaint. [redacted] offers online purchases for VSP members who have non-complex prescription glasses. The information online provides the spectacle lens criteria in order to utilize the online purchase option. I am sorry that this feature does not meet your prescription needs. Your policy is a pre-set benefit which provides you a choice of coverage either at a VSP provider or at an out of network office. The information outlined in your complaint represents the information found on your VSP Vison Benefit Summary for services received from a VSP doctor. The claim we received was for your purchase from an out of network provider. The claim was processed correctly based on the services and their charges listed on the itemized receipt. The claim paid correctly according to your plan’s established out of network benefits. I am sorry that the lens enhancement added to your spectacle lenses were not covered through this benefit; therefore it is a non-reimbursable expense. I apologize for any confusion you may have regarding how to use your insurance benefits. I appreciate that the value of your refund was disappointing based of what your plan allows if services were used at a VSP provider. I am able to reimburse you the remaining out of pocket costs on the spectacle lenses and the frame purchased in February 2015. A check for $63.95 will be forthcoming. According to the itemized receipt you incurred no out of pocket cost on your frame that VSP did not reimburse you for, therefore there is no additional monies to reimburse you on the frame. The frame allowance listed on your complaint is the preset established amount available if purchased from a VSP office. Choosing a frame less expensive does exhaust the full value of your frame benefit. Such as if you choose a frame over your allowance you would incur an out of pocket expense. Sincerely, Naomi Hurd, VSP, Complaint & Grievance Unit, Case [redacted]

Consumer

Response:

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

Review: I sent my glasses frame through a local optician in Hilliard Ohio to apply lenses at one of VSP labs as VSP carry my vision insurance. After 10 business days, I called my optician and she informed me that the lab broke my frame. Rudely, she asked me to pick a new frame from only 2 manufacturers. Of note: The broken frame was a high quality VANNI frame that they don't carry. No other frames that I liked from their inventory. I am sure, you understand that people spend hours and hours to pick glasses frame that suit their face and style.It is now 3 weeks and VSP plus my Optician has been bouncing me off between each others with no resolution.Desired Settlement: I offered VSP who are supposed to cover any new frame that I buy with a minimum of $70 to pay the full price of a frame that I picked online "Frame details are Burberry BE2140, size 52, black or Havana". The frame price is $191, which means VSP will pay extra $121 as a compensation of the broken frame. The broken frame retail price that I paid was 320. I think, this a fair resolution. I WOULD LIKE VSP to handle this issue and take ownership of the problem as they support/own the responsible lab.

Review: The company received my claim but has not given me word on this, it is over 6 months and no one there wants to comment on the $100 claim.Desired Settlement: Either refund me the amount it costs for insurance ($500) or please pay the $100 claim. A $15 monthly administrative, Revdex.com donation, & monthly finance charge of 1.5% will be added to any unpaid balance as of 7/31/15.

Business

Response:

This is in response to a Revdex.com complaint that VSP received on 07/22/2015. The complaint information we received did not include complete member information to locate our member's vision plan to do the required research. Per Revdex.com agent's instructions, I called the member directly to the daytime phone number that was provided and left a voicemail message on 07/22/2015 & 07/25/2015 with VSP's direct number to our Complaint's Department. As of today 7/28/2015, member has not responded to our calls to continue with the research. We were in need of the primary member's date of birth and member ID# or last four of ssn#.

Consumer

Response:

I am rejecting this response because: they have not paid the claim that was sent to them in a timely fashion and at the time of claim, the contract between us was valid. Errors of a third party should not void our contract.

This company is nearly impossible to get a response from when you have a concern about your coverage. They do not clearly outline what is and what is not covered. They also do not provide you with a reimbursement form in a timely manner, if at all. Every time I have attempted to contact them, I was given a response that my account information could not be found, and after pressuring them, my information was then found, only to be told to check my email for a follow up... which never comes.. Cancelling a plan with them and requesting a refund is nearly impossible...good luck

Review: Failure to discontinue collecting funds for services I DO NOT WANT!!!

Several Months ago I was tricked into purchasing two VSP insurance policies. I found out that I had double coverages for the same exact thing and that it was not necessary for double coverages. I CANCELLED the policy by sending a letter to there address and by calling them to inform them to CANCEL their worthless, useless policy and to this date they continue to collect funds through payroll deductions. I contacted VSP and spoke with my HR department and Union to see if they can stop these unauthorized payments and they refuse to do so. I DO NOT WANT THEIR PRODUCTS AT ALL........!!!!!!!!!!!!!!!!!!!!!!Desired Settlement: I want to be reimbursed for my out of pocket payments for this worthless piece of insurance. I contacted VSP and they will not work with me. I CANCELLED THIS INSURANCE 7 MONTHS AGO AND STILL THEY ARE TAKING THE FUNDS OUT OF MY CHECK WITHOUT MY APPROVAL. IT HAS BEEN RECENDED!!!!!

Business

Response:

Initial Business Response

Dear [redacted]:

I am writing in response to the complaint we received on 10/04/2014 from the Revdex.com on your behalf. We are sorry to hear of the frustration you have experience due to your enrollment into two separate VSP policies.

What I have able to do as an exception, is cancel your privately purchased VSP policy that started on January 1, 2013. A refund check for the premium deduction stating January 1, 2013 thought November 2013 will be mailed to your address on file.

To find out the amount of your refund and the mailing date of your check please contact [redacted] at X-XXX-XXX-XXXX.

If you have any questions regarding VSP's resolution or would like further information regarding your benefits, please contact VSP Memeber Services at XXX-XXX-XXXX or TDD: 800-428-4833 (Monday though Friday 5:00 a.m.to 8:00 p.m., Saturday 7:00 a.m. to 8:00 p.m. and Sunday 7:00 a.m. to 7:00 p.m., Pacific Time). You may also visit our Website at vsp.com for additional informaiton regarding your vision benefits.

[redacted] I Ext. [redacted]

Customer Care Division

Ref: Case #XXXXXXXX

Review: I have been paying VSP every month using my COBRA plan after losing my job last year. This self paid insurance allows me to buy contact lens. Recently I have purchased contact lens from [redacted], a online retail shop. When I send all required documentation to VSP in order to claim the reimbursement for both myself and my son, they were both denied for the reason of "attachment are not legible". In fact, the electronic receipts are easily readable for all information. Additionally VSP has all contact information of this retailer. The claim process dept of VSP is just not doing the work.Desired Settlement: Use either original claim or newly re-submitted claims with copies of receipts and refund the cost as soon as possible without delay.

Business

Response:

The claims for both [redacted] and [redacted] have been processed and payment for $105.00 per claim will be sent to the member withing 7 - 10 business days.

Consumer

Response:

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

I especially want to thank Revdex.com, this is a system that makes our business world a better one.Sincerely yours, [redacted]

Review: This letter is in connection with the reimbursement checks I received from your office as follows:

Iluminada D. Estacio-member - (Frame Only) $70.00

Rudy C. Estacio-spouse ($75 for frame plus $35 for the lenses) $105.00

Total =$175.00

As a VSP Premium member, I am entitled to US Dollars: US$200.00 coverage for the frame hence, $400 total for me and my husband plus the allowable reimbursement for the lenses for my husband.

In 2013 I was informed that VSP made a reimbursement of $210 to Natomas Optometry for my lenses.

I would like to request for the payment of the balance as follows;

Frame--$200 times 2-$140 $260.00

Lenses-($210-35) $175.00

balance $435.00Desired Settlement: I would like to request for the payment of the balance as follows;

Frame--$200 times 2-$140 $260.00

Lenses-($210-35) $175.00

balance $435.00

Business

Response:

I am writing in response to your complaint VSP received on June 30, 2015 forwarded from the Revdex.com regarding your claim reimbursements.

Your employer has provided different benefits and coverage levels based on services received at VSP Plan Participating doctor or at a non- VSP plan participating doctor. This allows their members to have access to vision insurance regardless of where they live. Your plan provides service frequency for exam, one set of spectacle lenses and a frame once every calendar year.

The out of network claim you filed for the spectacle lens and frame services [redacted] received at Ideal Vision Center, a non-plan participating doctor on November 24, 2014 paid correctly. The $70.00 frame and $35.00 spectacle lens reimbursement you received is in accordance with the non-VSP plan participating provider fee schedule established under your employer’s plan: You received the maximum payout.

Our records show you received both services; spectacle lens on January 27, 2014 and an exam on September 23, 2014 at Natomas Optometry, a VSP plan participating doctor. These claims were paid to the doctor. Your out of pocket cost were the copays and non-covered lens enhancement purchased at a cost savings.

The claim you filed for lens and frame services received at Ideal Vision Center, a non-VSP plan participating doctor on November 24, 2014 paid correctly. The spectacle lens service was denied as you were not eligible for this service until January 1, 2015. The $70.00 frame reimbursement you received is in accordance with the non-VSP provider fee schedule established under your employer’s plan. You received the maximum payout.

The out of network claim you filed for the spectacle lens and frame services [redacted] received at Ideal Vision Center, a non-VSP plan participating doctor on November 24, 2014 paid correctly. The $70.00 frame and $35.00 spectacle reimbursement you received is in accordance with the non-VSP plan participating provider fee schedule established under your employer’s plan. You received the maximum payout.

If you choose to received eligible services from a VSP Plan participating doctor your single vision or lined multifocal lenses are coved after the copay. Your frame is covered up to $200.00.

I apologize for any policy coverage confusion provided by your employer and any inconvenience you may have experienced.

If you have any questions regarding your benefits or claim payments you may also contact our Customer Service Department at (800) 877-7195, Monday through Friday, 5:00 a.m. to 8:00 p.m., Saturday 7:00 a.m. to 8:00 p.m., and Sunday 7:00 a.m. to 7:00 p.m. Pacific Time. Our Customer Service Representatives will be happy to access the information regarding your request.

Review: Purchased a new pair of lenses and frames on July 2014. In November 2014 a week before Thanksgiving I returned my new glasses for a warranty repair due to a nick in the lenses. Was told 10 business days for the fix.As of this post (5 weeks later) I have followed up with the eyeglass doctor that took my order (and accepts VSP insurance)a total of 4 times; and each time I have been told that per VSP, "my lenses didn't pass inspection, they'll be shipped out in an additional 3-5 business days."Because of this I've gone back to wearing my old prescription that has been causing some fairly decent headaches and eyestrain (even before my new prescription was issued) and today after my 5th follow up was told again that maybe next week my glasses will be in their office and that they did not pass inspection.I was offered a second pair of frames and lenses as a way for VSP and/or the eye doctor to make restitution for the extremely long and unnecessary wait and frustration I'm experiencing, but I haven't agreed to accepted anything.VSP is a very poor insurance benefit. Go out of pocket if you can. May cost more, but at least you'll get to see again. The additional cost will offset the frustration.Desired Settlement: A refund would be nice.

Business

Response:

Thank you for bringing your concerns to our attention on December 17, 2014. We are sorry to learn that you were disappointed with your glasses and lab service. As we discussed, I approved a new frame. Please have your participating doctor call us for an authorization. This offer is valid for 60 days so please make arrangements to receive your new services in a timely manner. I apologize for any inconvenience you may have experienced. As an organization committed to member satisfaction, we sincerely appreciate your feedback. We are always grateful when our members identify areas that need improvement so we can address the issue and provide better service to you in the future. If you have any questions regarding VSP’s resolution or would like further information regarding your benefits, please contact VSP Member Services at ###-###-#### or TDD: ###-###-#### (Monday through Friday 5:00 a m, to 8:00 p.m., Saturday 7:00 am. to 8:00 p.m. and Sunday 7:00 a.m. to 7:00 p.m., Pacific Time). You may also visit our Website at vsp.com for additional information regarding your vision benefits.

Consumer

Response:

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