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 cannot 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 ** (not noted on claim form). Got a rejection of exam charges due to unapproved procedure code refraction **. 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.
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.
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.