As a Davis Vision provider, I am frequently stuck between a rock and a hard place. Patients receive poor quality eyewear from Davis Vision's lab and horrible customer service when they complain. Now that they are mad, they take it out on me and my staff; as if we have any control over their insurance company. We only act as intermediary for the insurance, supplying a prescription for glasses and fitting services. We have no control over the poor quality and service the lab provides, and Davis Vision really doesn't care at all if we complain or are unhappy with what they provide.
We have had several instances of lost frames which belonged to the patient, and Davis Vision tells us that they are not responsible for losing the patient's property. Even though they admit that it was received in their lab when delivered by UPS. They just don't care about quality or customer service. When faced with choosing an insurance company for vision AVOID DAVIS VISION!!!!
ROCKY POINT, NEW YORK -- Davis Vision - Rocky Point, NY. Horrible customer service. Had 7PM appt. with specific Dr. that I have used in the past. After waiting for 40 minutes - and not complaining, I was quickly taken to just any open optometrist - no apologies, no explanation. I received a very rushed examination and was told that a tech. would help me pick out frames. I had been there the previous evening and picked out two - after 30 minutes - and the desk clerk wrote them down. (She didn't capture those frames or put them aside - first clue to the incompetence.)
After another 10 minutes ** said she'd help me pick out frames and was shocked that I already had. Nice reading of my file, ** - perhaps some GLASSES might help? After help her find the model # and brand, she preceded to look up and down the not so large display of men's frames, looking at EVERY brand other than what I described to her and was written down on the notes from the previous evening.
After 15 minutes, I said, "I am frustrated and don't have time to continue this hunt for your inventory, I'll come back tomorrow. Please print my prescription out and I'll return for fitting etc. tomorrow when you've hopefully located the frames I want." (My prescription is an expensive one and I always buy multiples - my bill is always around $1,000.) ** continued looking at EACH and every from as if she hadn't heard my request to allow me to leave.... And when I asked her to please print out my prescription she said she didn't understand how I could just "turn" on her... WOW!
I explained my previous poor service that same evening and she replied, "..how would I know that. If you had told me I could have fixed things for you..." Ahhhh yeah.. if you had a time machine, ** dear. I proceeded to get total NEW YORK attitude as she informed me she had worked for the best - Walmart, KMart, etc... I am not kidding! I literally couldn't get a word in edgewise. It took this incompetent soul 10 more minutes to look through her inferior Davis glasses and peck out my information to print my prescription.
On three occasions in the last year... my wife and daughter have experienced this caustic attitude from the Rocky Point Location (only the women working there - I am sad to say). So the moral: If your company offers Davis Vision Coverage, say NO THANK YOU. And Davis, shame on you for running such a great example of poor customer service combined with incredibly mediocre product quality.
Sometimes you just have to voice your complaint! Two months ago I ordered glasses through my eye doctor and needed to use the Davis Vision Lab because of our insurance. Not to hit all the details but the lab is on their third try making the glasses. They botched the lenses twice and eventually scratched the new frame. It takes three weeks to make the glasses, even though they are aware that a patient has been waiting and waiting. I still do not have them. They'll be out of style by the time I get them. I can not believe such shoddy work leaves their lab at all.
Filed a claim on October 16, 2014. Talked to more than a dozen people at Davis Vision (who pride themselves by saying "where all calls are PROUDLY administered in the USA") and each one promised to process the claim every time including countless supervisors. The so-called supervisors also promised to call me back to give me updates but no one ever called. Today is the 27th of December and still waiting. Please take note that the claim is only $60.00. Can't wait to move to another provider next year.
CHICAGO, ILLINOIS -- I enrolled for vision insurance through them, in the benefits document they had mentioned Costco is one of the providers. When I bought glasses from Costco they informed that particular Costco is not covered, so they denied my claim. I was paying around $40 month as premium. I canceled their service, I used the premium money to buy 2 pairs of glasses from Costco next time. Looks like these guys are good in taking our money and when it comes to giving it back they find all kinds of excuses.
LATHAM, NEW YORK -- Going through my eye care provider to get new replacement lenses, what a pain. They don't even know the correct co-pays of Davis Vision and then Davis (the insurance co.), they're even worse. Three to four weeks waiting to get my new uncomplicated prescription progressive lenses? Come on. This is just ridiculously poor service. If it wasn't offered through my employer and the savings I receive, I'd have nothing to do with these morons.
I've emailed Davis' customer services, bantering back and forth with their non-sense e-mails, saying I have to phone them about the co-pay situation and slow service on the new lenses. With all this energy expended, and they're spending in engaging with e-mail requests and their answering, you'd think that they'd just do their jobs to
begin with?! Wouldn't you? Go figure with these idiots.
I am going into 6 weeks of trying to get a pair of eyeglasses. The first time they sent them to the Dr office, they had bad lens, the second time the lab sent them to the Dr office, the prescription was wrong. This is the third time the Dr has ordered these glasses. The lab told the Dr that they would call me and work out something. No communication at all from the lab. This is totally unacceptable!! I have asked for a refund so I can use another lab, even offering to pay out of pocket but Davis Vision will not give refunds. So my money is tied up with a company that has very poor quality and no communication. I am now trying to get my employer involved.
Davis Vision is completely and utterly incompetent. It is extremely obvious that they do not care one bit about their customers. I ordered (and paid for) prescription sunglasses over 3 months ago and still have yet to receive them. First, the company could not make the shape of the lenses I wanted. OK, fine, I lost 2 weeks there. I can live with that. But, then, the company lost the frames (and it took them a while to notify anyone of this), had at least 2 "breakages" while making the glasses and have done nothing to try to expedite it since it was taking so long. And, it's not even a complicated prescription.
I am just hoping that the glasses are correct when I get them so I don't have to deal with them anymore. I'm also thankful that the order wasn't for regular glasses that I absolutely needed. I will definitely be switching to a different company next year. The price I pay for this insurance (over $450/year) is definitely not worth the aggravation of having to deal with Davis Vision/their customer service.
LITTLE NECK, NEW YORK -- I couldn't believe what horrible service I received there!!!! I am livid and was in shock at their customer services skills. I spoke with a tall, dark skinned women who was rude and acted like I wasn't there. I didn't say anything for a while then reminded her again what I was there for. I have no idea where this person went, she left the front, came back, I was still waiting then finally realized I was there like I just walked in the place for the first time - "Have you been helped?" OMG I was horrified that this incompetent person has a job.