ALBUQUERQUE, NEW MEXICO -- About 8/2013 I sent a claim form with a copy of the invoice for an Out of Network claim. I should have received about $75 reimbursement. I got a letter saying I needed to list the date of service on the claim form. Note: it was on the invoice but they could not find the invoice! I again filled out a claim form with the date of service, xeroxed it and mailed it again. I waited and waited and did not hear back from Davis Vision.
On 2/1/2014, I called Davis Vision and asked where my claim was (second time I had sent in a claim form and the same supporting documents). This time I was told I needed to have a detailed cost breakdown, lenses, frames etc. I said no one contacted me that anything was missing and that the cost was not broken down for me in the invoice I had received. In addition, if anything was missing it should have been listed in the first letter I got from Davis Vision.
They have no record of the documents I sent in, invoice etc. (they obviously lost it again). The supervisor (Escalation Team) now wants me to again send in the documents! They lose everything and then want the customer to repeatedly send in copies of the same documents. Their staff is not only inefficient, but irresponsible and they make the customer go in circles and waste more time. I will talk to my group and recommend that they drop Davis Vision. I asked the supervisor to track down the documents that I sent in and to have a manager contact me.
I recommend going with another optical insurer as Davis Vision is irresponsible and wastes the customers' time and energy. It might be that they save money by not paying claims in a timely fashion and making the customer jump hoops. They need to fire the staff that has 'lost' documents unless this is more a policy of Davis Vision rather than the inefficiency of the staff.
LATHAM, NEW YORK -- I have worn glasses since I was a small child (several decades), and never had problems with any prescription. My current employer uses Davis Vision as part of their insurance package. On 8/1/13 I had an eye exam but was not happy with the choice of available frames so I ordered a pair of frames elsewhere, and then returned to my optician who sent the frames to Davis. I was told they would be available in two or three weeks.
A month later I went back asking about progress. The next day, the optician called to say that Davis had mailed the glasses to the wrong address, and they could not be traced. The optician agreed to reorder the frames from where I purchased them, and Davis was to make a new pair of lenses. Three weeks went by and the optician called day before yesterday to say that the glasses had arrived, and Davis had not made the lenses correctly. I did attempt to cancel the glasses yesterday, but was told that any refund would have to come from Davis, not the optician, and that it was probably "too late" for a refund because Davis had already charged my insurance company.
It is now 11/2/13, exactly three months since my exam, and I still do not have a pair of glasses. Meanwhile, I am out several hundreds of dollars for glasses that I have yet to see. The optician told me that they prefer not to use Davis, but have no choice if Davis is specified by the insurance provider. The optician said that Davis quality is consistently poor. For example, bifocals or graduated lenses arrive with the graduation on the top of the lenses. Lenses are frequently reversed with the right eye lens having the left eye prescription, and vice versa.
I will never use Davis Vision in the future. I would prefer to pay a bit extra out of pocket to have good quality eyeglasses delivered in a reasonable amount of time. I have complained to my employer and asked them to drop Davis as part of their insurance package. Why should I pay extra for insurance coverage that is worse than no insurance at all?
GIBSONIA, PENNSYLVANIA -- My wife, daughter and son went for their annual eye exams at our optometrist. All three were eligible for new glass through our vision insurance. The insurance is through Highmark BCBS, with the vision administrated through Davis.
My wife's glasses came back in 12 days, with little problems. My daughter's came back in 7 days. Two weeks later the lenses kept falling out. They were not cut correctly. Having to send the glasses back to Davis to have the lenses recut began my second round of phone calls. They have physically had my daughter's lenses in their possession for 12 days so far and still can not tell me when I will get them back.
The first round of headaches began when they lost my son's frames. My doctor shipped them in the same box as my daughter's glasses. After 15 days they finally admitted to my doctor that they lost the frames and the replacement frames were on back order. My doctor was able to receive the frames from the manufacturer in 2 days. With many phone calls BCBS reluctantly allowed my doctor to make his lenses. They turned the glasses around in a week. No problems with those.
Every time I call I get a new excuse. I have heard: It was my doctor's fault for not expediting the repairs. It takes longer when you do not purchase the frames through Davis. The previous representative I spoke with gave me the wrong information... and so on. Davis has a 66% FAILURE RATING this year. The previous year was only slightly better at 33%. My suggestion, if you have a choice go anywhere other than Davis. It's a culture of excuses and pass the buck.
GURNEE, ILLINOIS -- Part of my "eye exam" was performed by the sales manager because the eye doctor's assistant was late. He skipped part of it, and I only found out because when she did finally arrive I saw her doing additional tests on a different customer.... I should have known better than to revisit, but my husband has been happy with them and I had renewed the insurance. Last year the prescription was horribly wrong and after complaining multiple times I finally tossed them in the drawer. The doctors are OK, but this is not a place that cares about your eyes. It is run by sales people and they do not care about your eye health.
My company is famous for changing insurance companies and two years ago we had Davis Vision. Last year, we had a different provider and this year, back to Davis. My son broke his glasses and went to get a new pair. New policy, should be no problem. Wait, Davis decides to use the 24 month benefit on the lapsed policy from two years ago. Now, if I tried to get them to cover lens and eye exam last year, they would deny but they are allowed to go back to a lapsed policy? My company's insurance broker spoke to them and got fed a line about how there should be a benefit it is due to benefits being listed on social security numbers and not policy numbers.... What?
Well needless to say, even though Davis made the statement, when trying to access the benefit for frames, it is still denied at the provider level. A month later and no resolution. Waiting to January to get a second pair and paid out of pocket for this pair. Ridiculous!
LATHAM, NEW YORK -- Ordered glasses a month ago... Told it would be a 10 day wait. Optician called to tell me that they sent the wrong lenses and it would be another 10 days. Then all went silent. Spoke to my optician this week who told me I would definitely eventually get my glasses. Got a call back from my optician who told me Davis broke the frames and new ones would need to be sent (10+ days). My wife called Davis and asked them to FedEx the lenses while the optician looked for the glasses. They agreed to reduce the cost and FedEx the lenses.
The lenses never showed up. When I called today they said they would make them next Tuesday. After speaking to a rep, a supervisor, and requesting a manager I was told next Tuesday would be the best they could do and they would not overnight them. When the manager calls me back I will cancel the order and will ask my company to cut Davis as an insurance provider. This has been a ridiculous experience!
GARDEN CITY, NEW YORK -- As a government employee, my choices regarding eyeglass frames are limited if I intend to use my benefits. If I want a decent frame, I usually have to purchase them on my own and get the lenses at Davis Vision where I can use my benefits. I ordered two pairs of lenses for my sons at the same time, while I purchased their Ray-ban frames elsewhere. I called Davis to see if the glasses were ready. I was told that they were. When I get there, they can only find one pair and they are unable to give me a cogent explanation as to where the other pair is. My son needs to see. If I went to Costco, I could have gotten the glasses back and it would have cheaper WITHOUT MY BENEFITS.
After expressing concern about what was now being reported as a prolonged process, and demanding the return of my money and frames, the manager offered to give my sons lenses without the bells and whistles and when the other pair of lenses arrived, they would switch them back! Not totally resolved but I'll accept it.
LATHAM, NY -- Went to OD Doctor for eye exam at Costco. Submitted OUT OF NETWORK claim for with the examiner's signature for eye exam and Costco's figure for frames and lenses filled in and signed by both OD, Dr and the glasses vendor. Included a copy of my prescription which also included charge for eye exam and a procedure code of 92015 (not noted on claim form). Got a rejection of exam charges due to unapproved procedure code refraction 92015. Always something with these people and we pay for coverage under COBRA since GM canceled retiree eye care and dental many years ago.
I do not go to their providers because they make so many mistakes and have poor quality frames and lenses. Called to question the rejection but the CS representative had no access to my paperwork so will request it be reopened. Now I wait again with no confidence of reimbursement.
NEW KENSINGTON, PENNSYLVANIA -- I went to the Allegheny Ophthalmology in Natrona Heights, Pa. I received my glasses in about 8 days, the frames had nicks all over them. The optical dept returned them to the lab with Davis Vision to be replaced and I have been waiting 3 weeks still no glasses. They only had to replace the frames not make new lenses. I can not get any assistance with this. I am told the Dr offices has no control over this. The lab is picked by Davis Vision and they won't give any information on what's going on with my glasses. I didn't get glasses for a fashion statement I bought them so I can see correctly. I need to know who or what I can do next.
This is not a reputably way to service eye care. If this lab can't do their job it's Highmark and Davis Vision responsibility to partner with someone who will. I am sorry I picked these frames. For an additional fee I could have picked someone else. I also think it's the Dr's office optical dept to post a disclaimer letting patients know they have many complaints and no customer service if you pick these frames approved by Davis Vision. The optical dept. let me know this after I kept calling them. Very disappointed on how this is handled and will post complaints everywhere I can, Facebook, Twitter and places like this.
Everyone else should too and maybe we can force these companies to do what's right or do us all a favor and get out of bad business.