Vision Service Plan

1/18/16 - On 1/5/16 I contacted VSP to cancel my insurance as my husband's employer was now providing vision insurance. I also gave the customer service representative my new email address for any future correspondence. I was told in addition to speaking with customer service, I must send in written cancellation, which I did, to the email address I was given.

Today, 1/18/16, I checked my online bank statement and saw a premium deduction from VSP. I sent another email asking why the policy had not been cancelled. I never received a response from my email of 1/5. I called VSP and was informed that I must pay premiums for this policy until 10/1/16 because I had used my insurance on 10/14/15! This made no sense to me so I asked to speak with a supervisor. She stated that their cancellation policy was in their terms and conditions and that I could appeal the decision. I requested a written explanation and she said one was sent but to my old email address. I requested a new copy be sent to the correct email and again gave it to her.

I began this policy on 10/1/2014. I've used it once to purchase glasses (10/2015). Premiums that I have paid from 10/1/2014 - 10/1/2015 - $595.08. For 10/1/2015 - 10/1/2016 my premiums will amount to $595.08 for a two year total of $1,190.16. The benefit they provided on 10/14/2015 was less than $300. This company has more than earned a fair profit from my premiums and remember, I only used the policy once.

It's outrageous that I should have to pay 9 more months of premiums that I don't need and further, that no notice is sent to consumers letting them know the policy is being automatically renewed. I will never use this carrier again and will advise everyone I know to avoid VSP. In looking on-line, there are not only numerous customer complaints but I also saw that the Justice Department has brought suit agains VSP in the past.

Buyer Beware of VSP vision insurance.

Review: Failed Reimbursement for Vision Service

I needed replacement glasses right away and upon calling several places in Fresno Stanton Optical was able to take me in right away on 12/21/2013 and stated they work with VSP. After my visit, exam and frame selection I submitted my reimbursement form to VSP Claim #[redacted] 00. for $451.00. I have not abused or misused my insurance plan, in fact I have held off using my plan for 4 years now and have had VSP vision plans for 15 years. Upon receiving the reimbursement from VSP today 01/06/2014 I was totally taken in by a mere reimbursement of $110.25. They have reimbursed less that 25% of the total bill. By my plans description and copays listed they should be paying 64% of the total cost of the billing. This includes $130.00 for frames, $110.00 dollars for lenses and $50.00 dollars for the office visit. I have never felt so ripped off in my life after receiving this reimbursement from VSP.Desired Settlement: Reimburse my Vision Claim #[redacted] 00 at my plans value and stated fees.

Business

Response:

I am writing in response to the complaint that the Revdex.com submitted to VSP on January 22, 2014 regarding your out-of-network reimbursement. I understand you need to obtain glasses quickly; your plan through Benefits Association, Inc. gives you the option to receive ser\ices from a VSP doctor’s office or a non-VSP provider`s office. A complete listing of VSP doctors is available on our website at www.vsp.com" As [redacted] explained in her letter to you dated January 2, 2014, Stanton Optical is a non-VSP provider. When sel \ices are received from a non-VSP provider you are reimbursed according to a schedule of allowances established under your plan. There is no assurance that the schedule will be sufficient to pay for the services in full. In your letter to the Revdex.com, you mention your plan covers up to $130.00 for a frame, up to $110.00 for lenses and up to $50.00 for an office visit. When services are received from a VSP doctor's office you will have a $10.00 exam copayment and the exam is covered in full. After your $20.00 copayment, you base lenses are covered in full and you will receive a discount on any lens enhancements. Your frame is covered up to $130.00. If you choose a frame that is more than your plans allowance, you will receive a 20% discount on the overage. I apologize for file misunderstanding the occurred with your vision care benefits. Please feel free to contact me at (916) 858-7838 if you have any other questions. My office hours are Monday through Friday from 6:00 a.m. to 2:30 p.m., Pacific Time. Due to the circumstances VSP will make an exception to reimburse you an additional $10.00 on your exam and an additional $41.75 on your frame. A check totaling $51.75 will be forthcoming within the next ten business days.

Business

Response:

I am writing in response to the complaint that the Revdex.com submitted to VSP on January 22, 2014 regarding your out-of-network reimbursement. I understand you need to obtain glasses quickly; your plan through Benefits Association, Inc. gives you the option to receive ser\ices from a VSP doctor’s office or a non-VSP provider`s office. A complete listing of VSP doctors is available on our website at www.vsp.com" As [redacted] explained in her letter to you dated January 2, 2014, Stanton Optical is a non-VSP provider. When sel \ices are received from a non-VSP provider you are reimbursed according to a schedule of allowances established under your plan. There is no assurance that the schedule will be sufficient to pay for the services in full. In your letter to the Revdex.com, you mention your plan covers up to $130.00 for a frame, up to $110.00 for lenses and up to $50.00 for an office visit. When services are received from a VSP doctor's office you will have a $10.00 exam copayment and the exam is covered in full. After your $20.00 copayment, you base lenses are covered in full and you will receive a discount on any lens enhancements. Your frame is covered up to $130.00. If you choose a frame that is more than your plans allowance, you will receive a 20% discount on the overage. I apologize for file misunderstanding the occurred with your vision care benefits. Please feel free to contact me at (916) 858-7838 if you have any other questions. My office hours are Monday through Friday from 6:00 a.m. to 2:30 p.m., Pacific Time. Due to the circumstances VSP will make an exception to reimburse you an additional $10.00 on your exam and an additional $41.75 on your frame. A check totaling $51.75 will be forthcoming within the next ten business days.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: I requested to cancel my account earlier this year and VSP refuses to cancel my account until November and will continue withdrawing the monthly premium from my bank account. I have called them to have them stop the automatic withdrawal from my account and wish to have them bill me instead, so I may have control and not have them come up with another excuse this coming November , about how they could not cancel the account. So if they do not STOP all automatic withdrawal from my account immediately and bill me instead, I will be contacting an attorney immediately. Thank you.Desired Settlement: STOP the automatic withdrawals.

Business

Response:

Dear Revdex.com,

Review: I purchased insurance with VSP Vision Care in 2014. In March, I went to an optometrist who takes VSP insurance. I was given an exam then ordered glasses. The prescription was sent to the VSP lab in Sacramento (according to the optometrist). I paid for the glasses in full at the time the order was submitted. I was told by the optometrist it would take two weeks before my new glasses would come in. It took three weeks for VSP to complete the order. When my new glasses arrived at the optometrist, they were inspected but the glasses failed the inspection and were sent back. I was told it would be up to ten days before the corrected order would come back but the optometrist said they requested a "rush" on the order. Ten days came and went. The optometrist contacted VSP and was told they were still having trouble with the prescription. Other than progressive lenses, it is a very simple prescription and the optometrist was at a loss to explain why the VSP lab was having so much trouble. Moreover, VSP said it would be at least another week before new glasses could be made and sent out. I have had glasses like this made and delivered the same day with Lenscrafters so I know making such glasses is not time consuming. The "service" I've paid VSP for is terrible. They owe me glasses which I sorely need.Desired Settlement: If they cannot provide me with the glasses I've ordered and paid for by Wednesday, May 6, 2015, I want all of the money I've paid, including insurance premiums refunded to me. I need new glasses and their inability to provide the service I've paid for has not been met.

Consumer

Response:

Dear Complaint Dept.

Review: I signed up with VSP vision insurance just over 30 days ago. I have changed employers and now no longer need VSP as I will be provided with another brand of vision insurance which I will need to pay for through my employer.

VSP is insisting that I am in a twelve month contract regardless and that I must continue payments for the full 12 months since I did not request to cancel in 30 days. They are also insisting that my policy will be auto-renewed after the first year. I have attempted to call and email requesting that my policy NOT be auto-renewed after the first year. I was told by two different reps, who were both quite rude, that I would need to call a specific department during weekday business hours in order to request to stop the auto-renewal.

After reading the complaints about this company online here and elsewhere, I would like to have confirmation of my non-renewal in writing. I have been told by VSP it is not possible to decline the auto-renewal since it is past the first 30 days of the contract, and that it is not possible to receive that confirmation in writing anyway. Additionally, I am not able to call this specific department during the week as this is during my working hours at my new job.

Ideally I would like to cancel this policy and be done with this company completely, but if that is not possible, I would at least like written confirmation that it will not continue to auto-renew my policy after one year. I feel I am in a VSP nightmare paying for coverage I no longer need and am stuck in an endless contract with them with no way out. I have been told by VSP it is an unusual request to ask not to auto-renew my policy or to ask for confirmation in writing. I find this hard to believe, especially when they have a customer website, with a way to email customer service and an account dashboard. This company is being intentionally dishonest in order to mislead consumers and make it impossible to change your plan, cancel or avoid auto-renewing in perpetuity.Desired Settlement: If refund or cancellation of policy for the rest of the year is possible, I would prefer that. If not, the confirmation in writing of non-renewal. I plan on sharing this experience with VSP online elsewhere in a long review format so others don't have to go through the same thing.

Business

Response:

Business Response to a ComplaintComplaint ID#: [redacted]Company Name: Vision Service PlanCompany Contact: [redacted]Company Phone: [redacted]Company Email: [redacted]Person Who Sent the Review: [redacted]Staff Member: [redacted]Response:Our records indicate the member is currently active under Vision Service Plan with an original plan effective date listed as November 1, 2014. Per [redacted]. from VSP Direct Team that handles all billing inquiries, all payment information was removed from the member’s account and a cancellation letter was sent to the member. Per the member’s request the plan will be cancelled effective June 1, 2016.Sent on: 5/19/2016 4:46:19 PMSent by: [redacted]

Consumer

Response:

Please confirm that I have a zero balance due to VSP and that there is no penalty or amount due, nor will I be sent to collections with any amount due because you cancelled my plan via Revdex.com. I am rejecting this response because: I am still receiving correspondence from VSP telling me to call and update my billing information. This is the email I received yesterday: Member ID: [redacted]Dear [redacted],As a valued VSP® member, we want to inform you we were unable to process your recent payment for your VSP individual vision plan. Your coverage is in jeopardy of being cancelled.Please call us within 5 business days to update your payment information to avoid interruption of service and continue receiving great vision coverage.If payment is not received for any reason, VSP will cancel your coverage effective 30 days from your premium due date.You can reach us directly at [redacted] between 7:00 a.m. to 7:00 p.m. CST, Mondaythrough Friday.We look forward to continuing to provide you with the best care and service available!Sincerely,The VSP Team

Review: I paid my annual premium in full. I received an eye exam on Spt 10,2015 at which time I selected frames and lenses and paid my portion of cost. The VSP lab stated it could not make the eye glasses. It failed QC three times. I was told the eye glasses would be over nighted. I was confused as I was told they could not be made. Glasses were never over nighted. I was sent to 4 other VSP faciities to get glasses made, all of which told me their lab could not make my eye glasses. I contacted VSP customer service and USAA third party vendor for help. I was directed by VSP to Eye Source who contacted VSP and was unable to confirm coverage. [redacted] and [redacted] of VSP instructed me to get glasses made by any labortaory and as a result of such poor customer service I would have no out of pocket expense. I was instucted to send receipt which I did. The total out of pocket was $769.93. I offered to answer any questions regarding the receipt. [redacted] made the eye glasses without issue and took only 5 days.I both faxed and emailed to [redacted] and [redacted] my receit and veified [redacted] phone number with a VSP phone customer service representative.

I never receievd any reimbursement. [redacted], a VSP customer service supervisor stated a draft for some $124 and another for $142 was sent 21 Dec, 2015. Also [redacted] stated she sent emails. I have never received any emails. I have sent VSP numerous emails with no response.[redacted] stated lenses were not covered. This is NOT the agreeemnt. I am to be reimbursed 100%. Then [redacted] changed her story to we will cover lenses but not all of the frame. I asked VSP and USAA to escalate thru upper management hierarchy..even sent VSP then CEO an email. No repsonse. It has been over 4 months and I still do not have my agreed reimbursement of $769.93. I asked [redacted] to put his offer of 100% reimbursement in an email so our agreement was documeneted. He did not do this nor did [redacted], VSP customer service supervisor.I cannot see without glasses. Has impacted health.Desired Settlement: $769.93 reimbursement due me per verbal agreeemnt with [redacted] anad [redacted]

100% annual premium reimbursement for months of haggling to get what was due me, inadequate customer service, delays in payment, refusal to document agreement, poor follow up complaint resoution.Goose chase from VSP facility to facility to get a pair of eye glasses made, none of whicch were able to complete the task.

Business

Response:

January 29, 2016 Re: [redacted] Case: [redacted] I am writing in response to a complaint VSP received on your behalf from the Revdex.com on 01/25/16 regarding your experience with VSP. I have spoken with [redacted] in our Customer Service Department who informed me that multiple emails were sent to you as well as multiple phone calls regarding the resolution of your complaint. I apologize if you did not receive these emails or phone calls. The resolution documented on your account and in an email sent to you states that your VSP Individual Plan does reimburse $50.00 for progressive lenses and $70.00 for the frame for glasses that are purchased out of network. [redacted] is considered out of network under your plan. In addition we will reimburse the copays for your materials, $25.00, Anti-reflective coating, $85.00 and Polycarbonate, $35.00. These were the copays that were offered during our discussion on 11/04/2015. Additional reimbursement was not offered. We care about your experience; therefore, an additional agreement was made to reimburse you $504.93. Our records indicate a check in the amount of $484.98 was mailed to you on 12/30/15. A check in the amount of $120.00 was mailed to you on 12/23/15. Our records show this check was returned. VSP was able to reissue it to an update address on 01/13/16. A check in the amount of $145.00 was mailed to you on 12/26/15. Again our records indicate this check was returned and VSP was able to reissue this check to you on 01/13/16. Additionally, a check in the amount of $19.95 was mailed to you on 12/31/15. This check was also returned and a check was reissued to you on 01/20/16. Your total reimbursement for the glasses you purchased at [redacted] was $769.93 which is the amount on the receipts submitted to VSP on 12/06/15. 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 yours to our attention. Thank you for giving us the opportunity to resolve your complaint.

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 have received the entire out of pocket total from VSP.Thank you,[redacted]