Davis Vision
reviews and complaints

I purchased glasses for my son (dependent on my policy) on May 16, 2023 in my previous policy year (my policy runs June 1 - May 31). I was denied reimbursement initially because I did not submit a detailed receipt with lens and frame costs broken out. I obtained the detailed receipt and sent that in. Then my claim was denied because they said they already reimbursed me for my son's contact lenses purchased in July 2023. I pointed out that the purchases were in two separate policy years and I am entitled to reimbursement in both years. I have called multiple times and each Davis Vision representative that I talk to agrees with me and "resubmits" and promises to follow up with me. No one follows up. I'm sure the response here will be to call the [protected] number (which no one answers and you have the choice to leave a message or get hung up on) or to email [protected]@davisvision.com. I have done both and still have received no reply.

It is the WORST AND NIGHTMARE to deal with this company. I have been calling them to many times and NOBODY answered the phone AT ALL. I left server messages, and NOBODY get back to me.

My case started 2 months ago. I bought a frame of glass from Costco, I did call and spoke with two customer service and one of the supervisor to ask that they are cover the frame and THE ANSWER is "YES, LIKE IN-NETWORK and up to $150." I sent the form. They sent the check back to me only $45.That is not what they told me. I called them many times and sent the complaint letter. NEVER hear back from them at all.

I don't know how they are running the business when they promise me one thing and do the other thing, specifically the supervisor get involved too.

When I called davis vision asking about contact evaluation and fitting i am being told different things for the same example. This is making it very confusing for the patients and people working on the claim. it shows under section 2 of coverage it has a zero there. When I called them I was once told that means it is a covered benefit. and then when I called again I was told that it means it is not covered and we charge the patient. Which is it? Why cant it just b more clear? Why are my offices not able to submit the claims with this fitting if it is covered? No clear answer from Davis Vision...

The location in Massapequa, NY is a complete disaster. My husband and I have purchased 4 pairs of glasses in November. My husband has been back 4 times for problems with one pair. I went over 3 weeks ago to get the lenses changed. At the time I was told they would ship the glasses to me directly. I called today to be told the glasses are sitting in there office. No one called or even contacted me to tell me they had them. First of all they were supposed to be mailed. My husband lenses need to be changed at 3 three times. When I went in 3 weeks ago they told me the frames were discontinued and he would need to bring in the glasses. So he brings them in the following week where the manger says they have them in stock so they will replace the lenses for a third time. That is not what I was told a week prior. There is no communication with the employees and they apparently don't care. You should just close that location or find competent people to work there.

So typical - you say "provide as much info as possible" but are limiting this box to only 350 characters ... which can't begin to express the problems you need to fix.

I shortened my complaint ... and then got an error message saying it was too short.

Your system is broken on many levels. Website interface and online support. NOTHING works and there is NO support. Fix that ...

My daughter had an appt at 4:40, in the Massapequa location, which we were on time for. We have been there many times before and have used my davis vision insurance. The receptionist tells me that my insurance must've changed! I know what I have and I insisted that she was wrong. She finally admits she was looking at something wrong and finally found it. At that time, I see her talking to a woman and then that woman walks out the door. The receptionist tells me, "I'm sorry but that was the Dr that just left." WHAT? R U KIDDING ME? She told her there was an issue with the insurance and she decided to leave! It wasn't even 10 min! Walked right out and didn't even say a word to us! This is the most unprofessional act I've ever experienced! First, all insurances should be verified the night before so these issues don't happen, and secondly hire a more professional Dr. This Dr is Lisa Kirkman! Our time is just as important. It's not easy with my daughters schedule to even book an appt! We were the last appt and she just decided to just leave! So now we had to reschedule! UNBELIEVABLE!

Davis Vision has become a complete scam! I made an appointment for an annual eye exam. I have seen Dr Rubin for as long as the Deer Crossing location in North Babylon has been open. I booked my appointment online. When I arrived I was directed to a dark room with a series of machines. The employee did not smile and had the personality of a rock had me move from chair to chair going through test after test. The most completely impersonal experience I have ever had at Davis Vision.

After completing the assembly line of machines, I was told to wait outside until the exam. So, I waited outside Dr Rubin’s exam room. Then I was called into another darkened exam room. Dr Rubin had not finished with his previous patient. So I asked “when am I going to see Dr Rubin?” Then they sprung the big surprise… you’re not going to see Dr Rubin, you’re getting a tele health exam! I was furious! They wasted my time and didn’t tell me I was railroaded in this pseudo-eye exam. I want a professional I can speak with face to face. I’m not there for the machine. I’m there for Dr Rubin.

Don’t try to justify this crap with COVID-19. I worked through the worst of COVID-19 in the hospital and unvaccinated as an RN. Now there are no more lockdowns.

Davis Vision is deceitful and greedy. Had I known this would be a bait and switch I would have never made the appointment!

I cannot in any way, shape, or form recommend Davis Vision!

I recently visited my eye care provider on 9/6/2022 to complete my annual eye examination and get new contact lenses. My benefits clearly indicate that the contact lens fitting is covered in full (no copay) with an order of lenses. However, the provider informed me during my recent visit that when they try to enter the order, the code for the contact lens fitting does not populate in the order entry system, which means that they do not get paid for this service that they are providing.

It is important to note that this very same issue occurred a year ago when I visited my eye care provider in September 2021. Davis Vision’s system was not showing that this benefit was covered, despite that it is plainly written in my benefit details, and that resulted in me having to wait several months to get the order for my contact lenses and eye glasses fulfilled.

This problem is now preventing me from using my benefits again and every representative that I speak to seems to be reading from a script that makes it seem as though the provider is doing something wrong. If this was a simple misunderstanding about how to enter the order, it likely would not have taken over four months and way too many phone calls to resolve when this happened last year. Beyond that, according to what I was told, this was already identified to be A TECHNICAL PROBLEM ON DAVIS VISION’S END.

I made at least seven calls to Davis Vision and spoke to various representatives between 9/6 and 9/15 (2022). I also submitted a written complaint on 9/16/2022 to Davis Vision, using an e-mail address that a representative provided on 9/15. That same representative also informed me that there were no updated notes at that time in regards to the previous calls that I made. I had specifically requested that the issue be directed to whoever can handle the problem, and I also requested for a supervisor to call me back. Instead, Davis Vision has continually shown poor service, with no assurance of a prompt resolution.

Let’s start by stating the good. The new location in Smithtown is Gorgeous and Spacious. You walk in and the people are kind, pleasent, and happy. There is no hard sell when your there at all as they are now owned by VSP the insurance company. The people who work for your eye appointment and take you back to the machines and give you the pre work are informative, nice, and explain everything. Even if something isn’t covered. And then you go to the room to get your exam done. Guess what no doctors. It’s all remote. Including “do you see better here or here, read this line and this line” all while that nice rep is in the room. Now I can be ok with that. I mean it’s post COVID and the workforce hasn’t come back the same and the surge must be high for eye exams I get it. But here is where it gets fun. I’m with my special needs son and we wait over an hour to see the remote Dr who is going to flash up on the screen and say “why are you hear”. Really why am I hear. What do you think I came for a bagel and cream cheese lol. I state I need a script renewal and I don’t usually wear glasses and if you can do sunglasses too I appreciate it. Doesn’t look at me says all looks normal and we will take care of it. Thanks bye. About 45 seconds tops. Next thing you know I’m handed and envelope w script and out the door. Now remember all the people at store level great. What happens when they wrote progressive lenses and you try to fill script online. Well I hope you don’t want to get a hold of them. Ooh no. Call the number and you go into a cue of a virtual receptionist. And then it yea it tells you to visit visionworks.com for a live chat to help w your needs. They forget to inform you that chat is a BOT that just gives you the store location. Back to the rat wheel you go all while now your eyes hurt from the screen time and you need a stronger script for you eyes then ever before.

The WORST I have ever had to deal with. I believe both Davis vision and their "customer service" Versant Health are awful. Never encountered such ridiculous treatment. We have had Davis for over 20 years through husband's union. Not sure when Versant Health came on, but you should be ashamed how terrible your members are being treated these days.

We took both of our sons (16, 18) at the time to the same eye doctor on the same date. Both boys received an eye exam and two pairs of glasses.

The eye doctor stated that they accept Davis, but not union plans. Not sure why that would be, but whatever.

I email PDF to the email stated and send all the forms, receipts, etc. When I finally heard back, it was for two denial letters that came in the mail. Stating they didn't have enough info. So, I mail exactly the same info to them. A few weeks go by. I get two checks in the mail with ZERO claim number, dependent's name. Just a check. I had no idea if they were both for one son or one for each. AGAIN, no identifier for me on the checks. A week or so after that, the EOBs are sent. And the larger check was for my younger son's and the smaller check is for the 18 year old. The claim numbers are back to back so I am guessing it was the same person that worked on these claims incorrectly.

When I read more into them, my younger son's was paid for exam and frames and the older son's was paid for frames only. Really.

I send a message through the ridiculously archaic message system, I simply tell them to fix their mistake and send the difference for my older son's exam.

and get a response back that my older son has to sign a form to allow me to discuss his medical claim. I do not want to discuss his medical information. I want YOU TO PAY WHAT YOU PAID THE OTHER KID.

I ask for a supervisor's contact information. Reply refused to give this information to me.

I receive another message through the awful message system that the form need to be filled out for my SPOUSE'S vision claim. This highlights the incompetency. Colleen G was the author of these idiotic response's.

I reply back that it has nothing to do with a SPOUSE. And AGAIN ask for a supervisor's contact information and her reply was no reply. Did not acknowledge that she should not have typed SPOUSE. And refused to give me supervisor's info.

Of course my son can sign a form, but there was no form required when we submitted the claim. Payments were made without this form. I am not opening up his health files that need to be HIPPA compliant. I am asking for you to CORRECT YOUR MISTAKE!

And.. As you can see from the NUMEROUS raging complaints against you — you have a serious problem. Oh and I forgot to mention these appointments were in January.

Additionally, Colleen G was CCing people on `these messages. I do not know if they were supervisor's or what, but not one person will supply me with that information. Which I am entitled to as per the law. Astounded by this.

I am not wasting any more time going through that idiotic message center. Locked up and demanding passwords. So inconvenient.

So I will now post my complaints across the internet... to expose the disgusting lack of professionalism and competence.

TLDR:

-took two kids to eye doctor for exam/glasses in January

-submitted out of network claim for said kids

-received 1 check for frames/exam for kid 1, and frames check only for kid 2

-contacted to resolve. They are avoiding paying this. Want kid #2 to send them permission slip now.

-I ask for supervisor's contact info twice and they refused to provide.

-I have contacted our union benefits administrator as well. They will be in contact soon.

Customer service is the standard pre-canned script answers that never address the real issue. I contacted them repeatedly about online shopping challenges and you get the same information from the 'customer service' rep as what you find on the website. When is customer service going to be customer focused? This is a box checking exercise. Get a message, find the answer in the script, send it out. Does it address the issue? Who cares? In and out. This isn't limited to Davis, but they're just as much a part of the problem as everyone else.

Top it off with the fact that they send you secure message that you need a password to read!? Seriously? I'm asking you a simple question about accessing a website. That needs to be password protected?

Extremely frustrating to deal with.

My plan's coverage states

"The Exclusive Collection of Contact Lenses: Covered in full" - keep in mind the plan cycle is every 2 years. It also says exams/fittings are covered in full.

I went in for my exam and was charged for it... then I was told that covered in full for their exclusive collection means a quantity that lasts for 2 months. Yep.. 2 months of a 2 year cycle.

They also make it incredibly difficult for providers to figure out what is and isnt covered. Calling them and speaking with their customer service reps youll spend 3x more time on hold than getting any answers... and the people answering the phones dont even know whats covered on the plans.

This is far worse than the typical scummy insurance company, it should be illegal.

The lab lost my glasses so my eye Dr never received them. I have a high prescription and I needed them way before 3 weeks as of today. There lab is terrible. How do u lose pairs of glasses. There was more from my eye Dr that were lost as well.

I was there with my daughter on 1/14/2022 for glasses at the Medford davis vision. In New York there is a mask mandate, we had our masks on and the staff there was harassing myself and my Young child about putting the masks over our noses! They repeated themselves several times until I just had to say something! They have no right to harass their customers over these stupid useless masks! They are not medical professionals and have no right to harass customers over masks! They don't know if we have mental health issues or anything of that nature! We had the masks on over our mouths! I'm beyond upset & aggravated that we our rights as American citizens are being stripped away and that this is the policy at this place! Ridiculous!

My prescription was complicated and took a long time to correct, which led to the correction being denied. The provider has tried to appeal with no success, so I called them myself. On the third try, I finally got a human being, but to be honest the automation was nicer. She was rude and could not be bothered. I am so disappointed in the way I was treated on the phone, which is worse than denying the claim.

Davis vision service record form clearly states to charge the patient $125 for their progressive addition lenses. However our statement and chargeback for these lenses indicates $175. This results in a $50 underpayment to the provider. In discussing with customer service I was told that it was a mistake on the Davis Vision service record form and the provider could eat the cost or to charge the patient. Neither of which is a acceptable solution to this problem.

Note: first image shows circled chargeback to the patient of $125 and provider net payment of $60 - meaning the chargeback should be $65
The second image shows our reimbursement of -$57.50 x 2 = -$115 with
a patient responsibility of $175, not $125 stated on the Service record form.

Davis Vision customer service would not honor pricing on their service record form and indicated that the patient should be charged despite her making purchasing decision based on pricing on the service record form.

Due to privacy specific patient information can not be shared on this complaint

My contact information:
Dr. Mark Sorrentino
403 Main St.
510 Brisbane Bldg.
Buffalo, NY 14203
[protected]

My husband has always gotten glass lenses for eye glasses. It is what he wants and should be able to get. Davis doesn't cover glass. Wish I knew that before I switched insurance co.