Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/06/2024

  Type:Order Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brighter Vision failed to deliver contacted services, was duplicitous, deceitful, deceptive, and is refusing to return intellectual property. Their entire business model is built on obfuscation and disingenuousness. Their customer service is unresponsive and fails to act in a timely manner. They make it incredibly, unnecessarily difficult to get answers, resolution and problems solved. Their business model hides responsibility and nobody seems to be in charge.

  Business Response

  Date: 05/16/2024

  Hi and thank you for bringing this matter to our attention. We are sorry to hear about ****************** experience with Brighter Vision. We pride ourselves in excellent customer service, and our support team maintains an over 90% happiness score, so we take these potential missteps very seriously to ensure we can resolve them as well as we can for the individual complaint, as well as improving any processes or communication that we can for our whole customer base.

  ************** had been a Brighter Vision customer for 4 years before he, along with our whole customer base, received a rate increase in March 2024. ****************** rate went up by $6 per month, however he was given the opportunity to stay on his previous rate if paid upfront as an annual plan, which he took, so a lump sum annual payment was deducted from his account on March 27, 2024, for $708, which is his stated disputed amount. 

  On May 2, 2024, to our dismay, ************** informed us that he wanted to leave Brighter Vision for another company. While he was not contractually obligated to stay, his annual plan was a yearly prepaid commitment, and he was initially informed that annual plans do not include a refund option, which he was very unhappy to hear. However, since that initial response, his case has escalated through Brighter Vision management, and we have granted an exception out of good faith to pro-rate a refund for the remainder of his annual balance.

  As of this time, ************** has not yet responded to that offer, however we hope that this will help resolve his apprehension, and demonstrate our eagerness to put our customers' experience ahead of financial terms and conditions where we can.

  Best regards,

  *************************
  Senior Director of Customer Success
  **********************

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21675181
  
  I am rejecting this response because: Once again Brighter Vision is way more concerned with self-congratulation, self-aggrandizement, and a disingenuous response than they are with customer service. The so called "missteps" have been, as I experienced them, disingenuous at best and intentionally deceitful at worst. The difficulties Brighter Vision places on their ability and availability for a phone conversation suggests to me that they have something to hide. I seriously question the veracity of their self serving statements.

  Regardless, it is necessary, in order for me to conclude that this issue has been resolved, for a senior level executive at Brighter Vision to reach out to me by phone to explain in detail exactly what their proposed remedy is. Barring that, I remain dissatisfied and unappeased.

  Sincerely,

  
  *************************, MD

  PS For all at Brighter Vision, my requisite appropriate honorific is **************

  Business Response

  Date: 06/14/2024

  A senior member of our team did reach out to ************** and try to set up a call, however as we conduct calls over the web (Teams) rather than by phone, this offer was rejected. Unfortunately, it seems that our communication policies which are in place protect the privacy of our employees and streamline our support come across to ************** as disingenuous, and I'm not sure this can be overcome.

  Officially, ****************** account is currently in good standing with Brighter Vision. The disputed amount in his original complaint was refunded, and he has continued with uninterrupted service on a month-to-month basis rather than an annual plan, and with 2 months given for free during this dispute and transition period. While we hope that ************** continues to stay with Brighter Vision, he is not beholden to continue services any longer than he wishes.

  If there is anything further we can do to resolve ****************** complaint, we are very willing to do so, provided it falls within our company policies.

   

   

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21675181
  
  I am rejecting this response because: Once again BrightVision is hiding behind policy, false claims and I am only following orders. Rather than being truly attentive to customer service, they consistently endeavor to the lowest common denominator of avoidance of consciousness at all cost.
  
  It does not seem at all unreasonable to expect to be able to talk directly to a real live individual human, especially a senior member of our team whom one would hope and expect to have some semblance of interpersonal skills. Unfortunately, when it comes to ***************************** this does not seem to be the case.
  
  It is not true that I received 2 months given for free during this dispute and transition period. While I did request it, I continued to be billed. Once again through either willful ignorance or extreme cluelessness, the customer is not served. Consequently, as ******************** has once again, though decidedly belatedly, acknowledged both fault and responsibility, I respectfully request that a two-month rebate be credited to my card on file. 
  
  Resolution would be simply and straight forward for anyone with a modicum of social skills. Call me, ************. Alas, I hold out little hope.
  
  Sincerely,
  
  Ronald  ************, MD