Business Profile

Insurance Services Office

VSP Vision Service Plan

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Complaints

This profile includes complaints for VSP Vision Service Plan's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

69 total complaints in the last 3 years.
22 complaints closed in the last 12 months.

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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:07/17/2025
Type:Billing 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.
On 7/17/2025 I called VSP at ***************** to cancel my membership EFFECTIVE IMMEDIATELY, and they cancelled it starting in MAY OF 2026. Their customer ********************** is next to impossible to get a hold of, I was transferred 7 times and did not receive a resolution to my problem. I am also requesting a full refund due to the fact that I never used any of their benefits, and when I tried they did not cover a cent. I want this plan cancelled IMMEDIATELY OR I WILL PURSUE LEGAL ACTION TO THE FULLEST EXTENT OF THE ****
Business Response
Date: 07/18/2025
Hello,
I have received this grievance and will begin researching to provide a response on or before August 6, 2025. Please contact me with any questions.

Kind Regards,

******* *****
Complaints & Grievances | PPI/CEC Operational Compliance Team | VSP Vision Care

Customer Answer
Date: 07/18/2025
I am rejecting this response because: I have already made the request to cancel this policy on 7/17/2025, and have provided screenshots of the errors their customer support made yesterday in which they cancelled the policy effective May of 2026, instead of 7/17/2025. This response is not satisfactory and I have already notified my bank to decline and reverse any incoming charges from this organization. I would like this policy cancelled IMMEDIATELY.
Customer Answer
Date: 07/20/2025
I, again, emailed their member services to request a cancellation, after yet another toss around from them forwarding me to yet another branch to request cancellation.
Business Response
Date: 07/22/2025
Hello,
Attached is VSP's response to the grievance. Please contact me with any questions.
******* *****
Complaints & Grievances | PPI/CEC Operational Compliance Team | VSP Vision Care

Customer Answer
Date: 07/22/2025
I have reviewed the business response and accept this resolution. I received a co formation of the cancellation, but I have not received a confirmation of the refunds.
Initial Complaint
Date:05/31/2025
Type:Delivery 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.
In late March 2025 I received a bill from ***************** in ******* for $67.00 for Refraction determination, date of service April 15, 2024. I called VSP customer ********************** ************** on April 1st. A lady I spoke with said this is a covered benefit, and to ask the office to submit the bill to VSP and it will be taken care of. ***************** did not submit the bill to VSP, and according to VSP (Supervisor *******), *** will not pay a bill older than one year. I had called VSP for help on April 1, 2, 11, May 7, and 13. I explained this problem to several customer ********************** *****, eventually speaking with *******, whom is a supervisor. ******* told me to email a copy of the bill and he would send me a check for the same $67.00. I did this, last calling on May 13th. A customer ********************** *** told me according to *******, the check will be sent out on May 15th. As I write this on May 31st, I have not received the check. I got tired of being stuck in the middle trying to resolve this problem, so I paid Siskiyou the $67.00 on May 29th. I have been run in circles, both by ***************** and VSP, trying to solve a problem most people would have ignored.
Business Response
Date: 06/16/2025
Hello,
Please see attached response and contact me via email at ************** for any questions.

Thanks,
Cyrin Macero
VSP Complaints & Grievances
Case # ********

Business Response
Date: 06/16/2025
Business
Most Recent Message
Date Sent: 6/16/2025 2:31:46 PM
Hello,
Please see attached response and contact me via email at ************** for any questions.

Thanks,
Cyrin Macero
VSP Complaints & Grievances
Case # ********
Customer Answer
Date: 06/17/2025
I am rejecting this response because:
This is the most absurd nonsense I have heard in my 73 years. A *** member for ***** years, I am supposed to believe a check was sent to an address in ***********, ********** (moved 2012?), while the business and I live in *******, ******?
I started this process April 1, 2025. The May 7th call was my fourth call, May 13th my fifth and last call trying to resolve a VSP problem. I paid ***************** the $67.00 on May 29th. Had a check been sent to ***********, it would have either been returned to VSP or forwarded to me, which hasn't happened.
So now It will take a full three months to hopefully resolve this problem VSP should have resolved long ago.
BBB~
Sorry to have taken your time, but greatly appreciate the help!
Business Response
Date: 06/26/2025
Please see additional response.
Initial Complaint
Date:05/21/2025
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 purchased a plan on their site where it stated I would be able to use the benefits online to order contacts. It did not, however, explain I can only use it on their one website where the contacts are much more expensive making the copay price so high youre still paying more than what you can pay just using a discount code at other retailers. The yearly cost of the plan comes out to more than what the allowance for contacts is on top of not being able to afford my contacts on the ONE site I could use the full benefit on. If I used any other site Id only get a much lower reimbursement AND not be able to use a discount code to help with the cost of them. I reached out to *** requesting to cancel and a refund due to me not being able to use the plan based on this. I was told no and they wouldnt cancel my benefits any sooner that the end of June. So Ive paid for ****** *** (had to pay that up front) and now June for a plan I cant use. I purchased the plan on the information shared on their site prior to purchase that was misleading. I would like a full refund since I did not use the plan at all.
Business Response
Date: 05/23/2025
Attached is VSPs response to this request.
Please contact me if you have any questions.

****** ***
Email: ************** | Time Zone: Eastern Daylight Time (EDT)
VSP Vision | See Healthy. Stay Healthy.
Customer Answer
Date: 05/23/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/24/2025
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.
VSP is very deceitful on their benefits.Their website clearly states $200 yearly reimbursement for contacts (except for ******, ******** ***** Club).I submitted a claim for contact lenses for reimbursement from a vendor (not ******, *******, ***** Club)However, I only received a check for $50.Upon receiving the check, I emailed their customer support. Their customer states that that only one vendor is eligible for $200 reimbursement (not shown on their website at all). What?!! Where does it say that?Further, she states for out of network vendors, the contact lens exam and contacts have a limit of $105 benefit. What?? Where does it say that? I've attached screenshots from their website.
Business Response
Date: 05/05/2025
Please see attached response and contact us by email if there are any questions.
Thank you,

Cyrin ******
Complaints &Grievances | PPI/CEC Operational Compliance Team | | VSP Vision Care
Business Response
Date: 05/05/2025
Please see updated response and disregard the prior one.

Thank you,

Cyrin Macero
Complaints &Grievances | PPI/CEC Operational Compliance Team | VSP Vision Care
Customer Answer
Date: 05/06/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/11/2025
Type:Billing 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 enrolled in a *** Individual Vision Plan in OK, effective 04/01/2024, and paid the full $196.68 annual premium on 03/26/2024. No monthly payments were owed. My plan was set to expire on 03/31/2025.When I ordered contact lenses through my optician ****************** on 04/01/2025, they had been told by *** that my benefits were valid until 04/15/2025. Based on that, I placed the order. However, *** later claimed the plan ended 03/31/2025 and applied the benefits to a new plan I never approved. This new policy was not authorized or initiated by ***** addition, my account is set to auto-renew on 04/01/2025 with an automatic charge scheduled for 03/15/2025, but I am unable to remove my payment method through the *** website. I have contacted *** multiple times since January 2025 to prevent this and have not received proper support.Requested Resolution:The contact lens order from 04/01/2025 should be applied to my 2024 plan, which was fully paid and valid at the time I ordered based on incorrect info *** gave my provider.The unauthorized new policy must be canceled immediately with no ********** credit card must be removed from the system and *** must confirm in writing that I will not be charged going forward.This issue stems from ***s misinformation, not any mistake on my part. I have been trying to resolve this for weeks. I expect my benefits to be honored from the correct plan and my card information removed.
Business Response
Date: 04/24/2025
April 24, 2025

Dispute Resolution Department
Better Business Bureau (BBB) Serving *******************
Via BBB Online Portal

Member Name: **** *****
BBB Case ID Number: ********

Dear Dispute Resolution Department:

I am writing regarding a grievance dated April 11, 2025, that was forwarded to VSPs Complaints and Grievance Unit from the Better Business Bureau (BBB) regarding ***** misinformation he received about his VSP Individual Plan .

On behalf of our organization, we sincerely apologize for any inconvenience **** experienced because of this situation.

We show **** has an active VSP Individual Plan that was effective on April 1, 2024. ***** plan automatically renews every April 1 unless you contact us to request a cancellation. The Terms & Conditions of his plan state that cancellation requests must be made within ********************************* renewal date April 1, 2026, and that the benefits must be unused. **** will receive a renewal letter from VSP 60 days prior to your renewal date.

Our records show **** did not use his benefits between April 1, 2024, through March 31, *****. The plan automatically renewed on April 1, 2025. *** received ***** contact lenses claim for date of service April 1*****. Since benefits have been used, **** is contracted for a full year and payments would be required. The plan cannot be cancelled until April 1, 2026.

Please note a valid authorization does not guarantee patient eligibility, patient coverage, or payment to providers. Confirmation of eligibility will be determined upon receipt of the claim by ***. We show the doctors office was issued an authorization for ***** materials on April 1*****, and it was valid until April 15, 2025.

As a goodwill gesture due to misinformation, VSP Individual Plans approved an exception to cancel ***** plan of April 1. ******* further action is required on ***** part.

If **** have any cancellation or billing questions, he can contact VSP Individual Plans directly. They can be reached at ************** Monday through Friday from 7:00 a.m. to 7:00 p.m., Central Time. Select option 1 and then option 3 on the automated system to reach an appropriate representative that can assist ******* may also email them at ************************* Please allow 2-3 business days for a response from VSP Individual Plans.
Dispute Resolution Department
April 24, 2025
Page Two

Please feel free to contact me at ************** if you have any other questions. My office hours are Monday through Friday from 5:00 a.m. to 1:30 p.m., Pacific Time.

Sincerely,

***** *.
Complaint & Grievances
PPI/CEC Operational Compliance Team
Case # ********

Customer Answer
Date: 04/24/2025
I have reviewed the business response and accept this resolution.
Thank you for the assistance regarding my account. I really appreciate you guys! ??
Initial Complaint
Date:03/31/2025
Type:Billing 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.
Two claims got declined while the insurance covers up to $175/ yr. I've been reimbursed of $67.48 to date this year. Called VSP on 3/7/25 with two new claims number provided #********; and #********. Was told that the issues would be resolved by end of March. Called again 3/31/25, they told me that those cases are still open and there's no estimated date of decision. The only thing I can do is to wait and keep checking. I encountered this exact issue last year, making it difficult to get insurance reimbursement.
Business Response
Date: 04/01/2025
Good morning BBB Complaints Department,
I am in receipt of this request and will begin researching to provide a response by 04/14/2025. If you have any questions, please contact me.

Thank you,
********* *******
Complaints & Grievances | PPI/CEC Operation Compliance Team

Customer Answer
Date: 04/01/2025
I am rejecting this response because:
The business stated that they would provide a response by 4/14. Issue not solved.
Business Response
Date: 04/13/2025
Good morning,
Attached is VSP's response for Tiantiaqn ***, for complaint ID#********. If you have any questions, please contact me.

Thank you,
********* *******
Complaints & Grievances | PPI/CEC Operation Compliance Team
*********************| Pacific Time Zone
VSP Vision | See Healthy. Stay Healthy.

Customer Answer
Date: 04/13/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:03/25/2025
Type:Customer Service 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 received a letter from the state of CA stating I may have an outstanding reimbursement check that was never cashed/received from VSP. I tried calling your customer ********************** and the **** cannot understand what I am asking. Apparently they have never heard of someone not receiving their reimbursement check.The letter shows my old address, however my current address should be on file for ********.
Business Response
Date: 04/05/2025
VSP Response to BBB Internal Case Number ********
Customer Answer
Date: 04/05/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:03/20/2025
Type:Product 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.
Ive been waiting for a reimbursement check for contact lenses in the amount of $105 for three months. *** states the claim has been paid but I have not received reimbursement. I have contacted VSP three separate times and was told that a check would be reissued the first two times. On the third call they claimed to have no record of the second call and stated the check was cancelled and they had no visibility on when a new one would be issued. I asked for written confirmation and they stated they were not authorized to do so and gave me the phone runaround.
Business Response
Date: 03/29/2025
Attached is VSPs response to this request.
Please contact me if you have any questions.

****** ***
Email: ************** | Time Zone: Eastern Daylight Time (EDT)
VSP Vision | See Healthy. Stay Healthy.
Initial Complaint
Date:02/06/2025
Type:Billing 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 signed up for one-year VSP Vision Care Individual plan NY effective 4/1/24. I paid the cost of the plan ($150.48) up front for the entire year. I owe no monthly payments. The plan itself is to renew on 4/1/25. The system is set to auto withdraw money from my payment method on file on 3/15/25. There is no way on their website to remove your payment method. 1/18/25 - Emailed customer ********************** at *********************** to get ahead of this because I can see the disaster about to unfold when the autopay goes through 3/15/25, & I then spend the next several months trying to get my money back after the fact. Response - I'm sorry you wish to discontinue your vision coverage with VSP. Our records indicate that you have used your benefits. Since benefits have been used, you are contracted for a full year and payments would be required. You can make adjustments to your plan upon your renewal date of April 1, 2025. (Um, I paid in full in advance for the year)1/22/25-Emailed suggested ************************ / Response titled REQUEST DENIED In response to your request for cancellation, your VSP Individual Vision Plan coverage will be discontinued at your renewal date, effective 04/01/2025, per your annual policy term. Our records show that you've received plan benefits during the current policy period.They indicate it Will be discontinued at your renewal date effective 4/1/25? IN MY ACCOUNT, IT IS SET TO WITHDRAW MY MONEY ON 3/15/25. I CAN'T REMOVE MY PAYMENT METHOD. DO YOU SEE THE PROBLEM HERE VSP??You state I used the plan. YES, I did. A plan I have paid for in full up front so if I want to cancel before the end of the contract, it's me that loses the money, not you. SO CANCEL IT BEFORE IT AUTO RENEWS ON 3/15/25 TO BE EFFECTIVE 4/1/25. Between too long hold times and emails. I have already been working on this almost 3 weeks.I DEMAND MY CREDIT CARD PAYMENT ON FILE BE REMOVE IMMEDIATELY. I OWE YOU NO MONTHLY ********** DONT WISH TO REWNEW.Thank you.
Business Response
Date: 02/10/2025
Hello,
I have received this grievance and will begin researching to provide a response.
Kind Regards,

******* *****
Have A Great Day on Purpose!
She/Her/Hers
Complaints & Grievances | PPI/CEC Operational Compliance Team | VSP Vision Care
Business Response
Date: 02/11/2025
Hello,
Attached is VSP's response to the grievance.
Sincerely,

******* *****
Complaint & Grievances
PPI/CEC Operational Compliance Team
Customer Answer
Date: 02/18/2025
I have reviewed the business response and accept this resolution. I expect that my payment information has been removed from VSP, and that I will not be billed again next month. Thank you.
Initial Complaint
Date:01/28/2025
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.
*** declined to reimburse me for the full contact lens annual benefit amount. When I called they explained they will not reimburse me for the full annual benefit amount of $175 because I submitted 2 claims with 2 separate receipts and I should have purchased my contacts all at once so it was on 1 receipt and needed to be 1 single claim. I explained to them this isn't posted anywhere in their documentation provided to me or anywhere on their website. They replied that they are telling me now verbally over the phone and that suffices for proper notice and documentation of their terms. I requested to make an exception but received no communication. This is highly unethical business practices clearly deceptive advertising. I've also reported this to the *********************************************************** Regulation Division of Insurance. I would like to be reimbursed for the full benefit amount they advertise as well as for the additional provider visit claim I submitted but have yet to receive any communication.
Business Response
Date: 01/29/2025
Hello,
I have received this grievance and will begin researching to provide a response.
******* *****
Have A Great Day on Purpose!
She/Her/Hers
Complaints & Grievances | PPI/CEC Operational Compliance Team | VSP Vision Care

Customer Answer
Date: 01/29/2025
I am rejecting this response because: No new communication or resolution regarding my complaint has yet been presented by VSP vision care.
Business Response
Date: 01/29/2025
Hello,
Attached is VSP's response to the grievance.
******* *****
Have A Great Day on Purpose!
She/Her/Hers
Complaints & Grievances | PPI/CEC Operational Compliance Team | VSP Vision Care

Business Response
Date: 02/03/2025
Hello,
Attached is VSP's response to the grievance.
******* *****
Have A Great Day on Purpose!
She/Her/Hers
Complaints & Grievances | PPI/CEC Operational Compliance Team | VSP Vision Care
Customer Answer
Date: 02/03/2025
I have reviewed the business response and accept this resolution.

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VSP Vision Service Plan is NOT a BBB Accredited Business.