Complaints

This profile includes complaints for EyeMed Vision Care, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  EyeMed Vision Care, LLC

  4000 Luxottica Place Mason, OH 45040

• 

  Eyemed Vision Care

  14664 Collection Center Dr Chicago, IL 60693

• 

  EyeMed Vision Care, LLC

  P. O. Box 8504 Cincinnati, OH 45249

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:12/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  About 3 weeks ago I tried to create an account for my wife using their Website portal. When I am typing to begin registering, about half ways in it it kicks me off and gives a message saying “Website is undergoing maintenance please you got us at a time that we are working on upgrades try again later” This needs to be corrected as most likely It will be doing the same with my current account Whenever I try to cancel or do anything website related. Their website and app has major issues. I would like them to fix this before it ends up costing me money.

  Business Response

  Date: 12/16/2022

  Good morning.

   

  This complaint was responded to by Fidelity Security Life Insurance Company on December 12, 2022.  Copy attached.

   

  Let me know if you need anything further.

   

  Amy S
  

• Initial Complaint

  Date:11/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I'm unable to Login to Eye med vision care because it won't let me sign in. I printed all the pertinent info it requests but still no luck. Calling them is a joke talking to a robot that gets you nowhere. I'm trying to get reimbursed for some eye glass purchases & it's futile.

  Business Response

  Date: 11/22/2022

  November 22, 2022
  
  
  VIA EMAIL: **************************
  Better Business Bureau
  Market Resource Department
  1 E. 4th, suite 600
  Cincinnati, OH 45202
  
  RE: ID ********
  ***** *******
  
  Dear *** ******:
  
  This letter is in response to your inquiry concerning a complaint filed with your office by ***** *******
  (“Member”). EyeMed Vision Care, LLC (“EyeMed”) is a network administrator for vision care benefits and its
  wholly owned subsidiary, ***** ******** *************** **** is a licensed third-party administrator
  handling vision care claims. The Member has vision benefits with **** and the plan is underwritten by
  ******** ********* ******* ** *******.
  
  The Member’s complaint states that he is unable to log into the EyeMed portal. The Member needs to go to
  member.eyemedvisioncare.com/**** to register. The EyeMed system does not show that the Member has
  registered. The Member further states that he is attempting to get reimbursed for eyeglasses that he
  purchased. According to the Member plan benefits, the Member does not have out of network benefits that
  will allow reimbursement for out of network services. Lastly, EyeMed does not have record of the Member
  contacting EyeMed for benefit information or trouble with EyeMed login.
  
  Should you have questions, please do not hesitate to contact me.
  
  Very truly yours,
  
  
  
  Amy E. S******
  Manager – Compliance & Licensing

• Initial Complaint

  Date:11/09/2022

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  On 8/3/22 I purchased glasses from ******** Optical. They used to be in the network for eyemed and now they are not. I put in for the reimbursement and am eligible for the highest level as I hadn’t gotten glasses in four years. I was told it would take 30 days to process the claim. In October of 2022 I called eyemed as I still hadn’t gotten a reimbursement. They said that it was filed under an old account number even though we never had any other account. They said they would take care of it right away. A couple of weeks later I received a check for $180 which is not close to the $471 that I paid. Now, in November I called and they said I wasn’t eligible even though you qualify for new glasses every two years. Then they said the claim had been submitted under my wife and that she is not eligible. She is not as eligible as she got glasses last year. But the claim was not for her. They said I need to resubmit the claim and return the $180 in the form of a personal check. I have never heard of such a poorly handled situation before. No apologies, no offer to take care of anything. It seems they are trying to avoid satisfying claims. We pay for the insurance all year and expect it to pay qualifying claims. Please help me to rectify this.

  Business Response

  Date: 11/23/2022

  
  November 23, 2022
  
  VIA EMAIL TO: **************************
  
  ****** ******
  BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana
  1 E. 4th, Suite 600
  Cincinnati, OH 45202
  
  Re: ID #: ********
  
  Dear *** ******:
  
  Your November 10, 2022, letter to EyeMed Vision Care, LLC has been referred to ******** ******** ****
  ********* ******* ("****) for review and response. The member’s eye care plan is employer
  sponsored vision coverage underwritten by ***, with certain administrative services provided by
  EyeMed Vision Care, LLC and claim services provided by ***** ******** *************** ****
  (collectively “EyeMed”).
  
  According to the information provided by EyeMed, an out-of-network claim was received by EyeMed
  on August 10, 2022, for the purchase of frames and lenses. This claim was denied on August 22,
  2022, as the claim was submitted by the member under a member ID number associated with
  coverage that had terminated on December 31, 2020. During a call with the member on October 17,
  2022, the EyeMed representative advised that the member’s plan, and, therefore, the member ID,
  had changed effective January 1, 2021, and that the claim would be reprocessed under the active
  plan. The claim was reprocessed, and reimbursement sent to the member on October 20, 2022,
  however, this claim was inadvertently processed under the incorrect insured in error.
  
  EyeMed has reprocessed the claim under the correct insured and has voided the claim that was
  processed in error.
  
  We trust this satisfactorily addresses the issues presented by the member. If you have additional
  questions or concerns, please feel free to contact our office.
  
  Sincerely,
  
  Technical Claims Department
  ******** ******** **** ********* *******
  
  
  
  cc: EyeMed
  
   

• Initial Complaint

  Date:11/01/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I'm compelled to make a complaint about my frustrating experience with EyeMed for a claim issue.
  
  I filed a claim for my son's contact lenses on 8/15/2022 with my insurance plan ID and group numbers, and made it clear it is for my dependent.
  
  Someone at EydMed processed my 8/15/2022 claim with a wrong plan (not my plan as I filed) in the first place, and it took a month for me to find out about this. I called to have the claim migrated to the correct plan on 9/30/2022, and a check with the wrong street address was generated on 9/30/2022, 10/11/2022 and 10/31/22. The check should go to my home address on file.
  
  I have called numerous times about this and waited for the "check-trace" to complete, each taking 15 days. I've waited at least 3 of these cycles, and found no one at EyeMed could fix this problem. It's been almost 3 months, and I still don't have the check. Now, I just realized that since no one at EyeMed is able to fix this mistake, the loop of generating checks for the wrong address will perpetuate and I will NEVER get my check!
  
  I have no confidence in EyeMed who can't solve a simple problem, and I am totally frustrated with this company which is incompetent, inefficient, and has no accountability what so ever!

  Customer Answer

  Date: 11/01/2022

  Problem:
  I'm compelled to make a complaint about my frustrating experience with EyeMed for a claim issue. I filed a claim for my son's contact lenses on 8/15/2022 with my insurance plan ID and group numbers, and made it clear it is for my son (as patient/my dependent) on the claim form. Someone at EydMed processed my 8/15/2022 claim with a wrong plan (not my plan as I filed), and it took a month with many calls to find out. I called to have the wrong plan migrated to the correct plan on 9/30/2022, and a check with the wrong street address in ******* was generated on 9/30/2022, 10/11/2022 and 10/31/22. The claim is filed under my plan and the check should go to my home address on file, not *******. I have called numerous times about this and waited for the "check-trace" to complete, each taking 15 days. I've waited at least 3 of these cycles. Now, I just realized that since no one at EyeMed is able to fix this mistake, the loop of generating checks for the wrong address will perpetuate and I will NEVER get my check! My complaint is: There should be some kind of accountability for these mistakes which caused so much extra work, wasted time and frustration for your company and myself. After over two months, this $120 check issue is still unresolved. I am trying to be as patient as I can, but I'm loosing it. Now, I don't have any confidence in EyeMed for its incompetence, inefficiency and irresponsibility.
  
  
  Desired Resolution:
  Contact by the business

  Business Response

  Date: 11/08/2022

  November 8, 2022 
  VIA FAX TO ###-###-#### ****** ****** BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana 1 E. 4th, Suite 600 Cincinnati, OH 45202 
  

  Re: BBB ID No.: ******** 
  

  Dear *** ******: 
  

  Your letter to EyeMed Vision Care, LLC has been forwarded to ******** ******** **** ********* ******* ("***") for review and response. The member submitted a complaint regarding their vision insurance benefits through EyeMed Vision Care, LLC. The member's eye care plan is an employer sponsored group vision insurance underwritten by *** with certain administrative services provided by EyeMed Vision Care, LLC, and claim services provided by First American Administrators, Inc. (collectively herein referred to as "EyeMed").  *** is looking further into this matter in order to provide a satisfactory resolution, and expects to provide a response within one week from the date of this letter. 

  We trust this satisfactorily addresses the issues presented by the member. If you have additional questions or concerns, please feel free to contact our office. 
  

  Sincerely, 

  Claims Technical Department ******** ******** **** ********* ******* 
  

  
  

  Customer Answer

  Date: 11/11/2022

  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

  Date:08/16/2022

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  02/21/22
  Amount: $208.00
  I had filled out a out of network form and submitted a claim through email several times and have got a runaround, after calling several time to confirm. I have never got a email or letter to inform me of the situation. I've been patient and nothing still. I have done step-by-step on the phone end them emailing me a sight to send my scanned paper work to. ( out of network info)

  Business Response

  Date: 08/23/2022

  Good morning.
  
  Please see EyeMed Vision Care, LLC’s response to the above-referenced complaint.
  
  Thank you!
  
  Amy E. S
  Manager- Compliance & Licensing
  EyeMed Legal Department