VSP Returns?

[eldritch]

A general question. With VSP, can someone return a pair of glasses? My friend is curious. She bought glasses a few days ago and is having an awful time with them. I've looked at them and they seem ill-made. They're uneven, the frame does not suit the lenses, etc. She has barrel vision and can't get rid of it, despite wearing the frames all day. She does not wear contacts. She said the place she got her glasses from claimed VSP won't let them do returns, but I've heard they have a remake policy that lasts 60 days. She wants to know if this extends to just lenses or the frames entirely. For the prescription she has, they should never have let her pick flimsy frames like she received. She can't drive confidently with them and has been wearing her old pair. I feel awful, but I don't know the answers since the store I work part time at doesn't do VSP.

Is there anything she can do? Does VSP accept returns or can she at least pick another frame that will make more sense with her thick prescription?

[jpways]

The short answer is no, the longer answer is well without get the right person in customer service and saying the correct words, no.
But if you're really in an "other eyecare related field", which I'd be shocked if you are, I might have a different answer, but, I'm letting you off without the Eyecare professional only warning, but I can't guarantee that you wouldn't get it from someone else.

[eldritch]

I'm a receptionist... I'm just trying to help and the optometrist I work for won't give me answers since it isn't her patient.

[CME4SPECS]

Nice friend you have there! Goes elsewhere to purchase and comes to you for advice! I just love "friends" like that!

[jpways]

Am I correct in assuming that your office did not do the work? I can honestly say that it is next to impossible to get an exception from VSP on a frame change. There are probably other options that your friend may have, besides changing the frame, but they would have to consult with the optician that fit the glasses, and any alternative is probably going to cost your friend more money, VSP pretty much ties our hands at this point.
Unless this job was done in the office at which you work, I'm sorry but I can't give you any further help, because in this case you're just a consumer, who happens to work in an optical. If it is in your office, the optician in your office should know the answer.

[eldritch]

Thanks. I thought it was a lost cause but didn't want to tell her since she physically can not keep wearing her new glasses and came literally crying to me for help. I wish she had come to my office, but we don't do VSP. I feel really bad but don't know what else I can do, you know? She can't wait a year to get new ones, she can't drive with the new glasses on. Oh well. She keeps saying that maybe the office will make an exception since she says they're "defective". I don't want to dash her hopes.

[BMH]

You should tell her to consult with the office she got them from first. Odds are the lab that did the VSP work will have a remake policy of some kind.

If that office is ignoring her concerns then I would have her contact VSP directly to voice her concerns, the phone number can be found online. VSP will communicate with that office to help correct the situation. VSP could actually reinstate her benefits, in turn screwing the office and the lab that made the glasses, then she could go to another provider. THAT SHOULD BE A LAST RESORT! Now I know that many experience OB people will not like that advice, as none of us want to be told what to do by an "insurance" company.

My take is that any optical should be willing to make a job correctly even if it takes multiple tries (which of course it shouldn't most of the time).
Nothing makes me feel worse than a patient of mine telling me that they had to switch back to their old glasses and put their new ones in a drawer somewhere and not LETTING me fix the situation.

If your friend's Optician has any other attitude than this than they should leave the industry.

[cocoisland58]

The consumer with VSP would have saved themselves a lot of time by simply contacting their insurance company in the first place.

[YrahG]

Originally Posted by eldritch

Thanks. I thought it was a lost cause but didn't want to tell her since she physically can not keep wearing her new glasses and came literally crying to me for help. I wish she had come to my office, but we don't do VSP. I feel really bad but don't know what else I can do, you know? She can't wait a year to get new ones, she can't drive with the new glasses on. Oh well. She keeps saying that maybe the office will make an exception since she says they're "defective". I don't want to dash her hopes.

She doesn't have to wait 1 year, glasses can be bought and sold all year long and you can have multiple pairs if you desire. She can use your office even with VSP, they don't impose any fines for going outside fo network and in most cases they won't even find out until the patient submits for reimbursement. VSP only ties the hands of the office that takes them, everyone else is free to offer quality eyewear.

[Johns]

Yep...looks like a consumer post to me...

[Bev Heishman]

There are many options available with VSP. My question is did this individual want only what was covered for lens and frame and did not want to pay the overages?

[eyemanflying]

Originally Posted by jpways

The short answer is no, the longer answer is well without get the right person in customer service and saying the correct words, no.
But if you're really in an "other eyecare related field", which I'd be shocked if you are, I might have a different answer, but, I'm letting you off without the Eyecare professional only warning, but I can't guarantee that you wouldn't get it from someone else.

Whoa, easy there Tiger. No need to call in the heavies.

[rdcoach5]

VSP does not simply allow a refund for no reason like the stupid Lens crafter's add says " If you're not thrilled simply return them." BUT- every progressive has a remake built in. Within 60 days there should be a no-charge remake. First the pt has the glasses verified to the Rx and fitting is correct. This can be done by another office for a 2nd opinion. If it is correct, the Dr can double check the Rx. If there is a change in Rx ,it will be done no charge if within 60 days. VSP does not cover a remake to another frame so it is totally left to that office's policy about what to do in that situation.

[KStraker]

VSP remake period is 6 months. I said remake, not refund. Did her rx just get "thick"? I would think that its' been that way for a while. After wearing a thick rx for a period of time, the patient should have some awareness of what to pick in a frame.

[finefocus]

Your friend's principal complaint seems to be barrel distortion. That has nothing to do with the frame being "flimsy". If the frame really is flimsy, not just thin or flexible, then it might lose its adjustment sooner than a better frame would. The vision problem is due to a lens problem: maybe fitting, maybe a lousy design, maybe (but not probably) the exam results.
Did she just change her mind about the style? If not, address the lenses, not the frame.

[KStraker]

Originally Posted by finefocus

Your friend's principal complaint seems to be barrel distortion. That has nothing to do with the frame being "flimsy". If the frame really is flimsy, not just thin or flexible, then it might lose its adjustment sooner than a better frame would. The vision problem is due to a lens problem: maybe fitting, maybe a lousy design, maybe (but not probably) the exam results.
Did she just change her mind about the style? If not, address the lenses, not the frame.

Barrel effect is usually caused by a high minus lens with a thin center, IME.

[OptiChick21]

Originally Posted by Bev Heishman

There are many options available with VSP. My question is did this individual want only what was covered for lens and frame and did not want to pay the overages?

Not to come down on your friend specifically, but I see this a lot.

Nowadays especially, people come in with VSP or some other insurance and make sure we know they dont intend to spend a dime over their allowances.

OK, fine. They will be thick, maybe ugly, maybe cheap and flimsy.

Thats what your insurance covers.

But if the place she went used a half way decent VSP lab, they will work with them to remake in a new frame or remake lenses properly... OR she can pay the extra to have the lenses upgraded to high index or something to help with thickness. (our VSP lab does this)

It's funny how buyer's remorse has gone up since the economy went down...

[nicker]

VSP REQUIRES their doctors to remake lenses that are not right-so if there is a problem with the vision and the office won't remake them you can complain to vsp and they will get involved....in the same frame. But it sounds like someone is just unhappy with the frame choice-that, I'm afraid, you're stuck with-VSP even states in their manual they have NOTHING to do with frame changes-even if they're "flimsy".

[KStraker]

Originally Posted by OptiChick21

Nowadays especially, people come in with VSP or some other insurance and make sure we know they dont intend to spend a dime over their allowances.

OK, fine. They will be thick, maybe ugly, maybe cheap and flimsy.

Thats what your insurance covers.

You should be easily able to find a frame that is decent quality and fits within a 120 allowance. Try Ideal.

[j.maran]

If your friend calls vsp herself, they will deal w/ the optical she got her glasses from and yes she can return them and have her insurance refunded. She just has to call them herself. And yes vsp allows 6 months for remakes on the lenses, but you have to have a valid complaint on the frames. Too heavy, too small for lens style, etc..

[Uilleann]

To be clear - VSP will NOT reverse the claim and refund anything for buyers remorse only. Unless the frame is a complete mismatch for the patient or is causing some physical damage to the patients face - which seems exceedingly unlikely - there is no chance for a remake for style alone. VSP will call the dispensary, and get details on the sale from them as well.

[Johns]

Is it just me, or does this person sound an awful lot like a consumer? I mean does she work at a store or for a doctor?

And this NJ OD must be pretty successful to not have to take VSP.

As for the glasses...is it a vision problem, or a frame problem? They're uneven? What are uneven? The lenses? The frames? The temples?

And how are the lenses "ill suited" for the frame? Too big? Too small? Round lenses in square frames?

I feel awful, but I don't know the answers since the store I work part time at doesn't do VSP.

I'm a receptionist... I'm just trying to help and the optometrist I work for won't give me answers since it isn't her patient.

She keeps saying that maybe the office will make an exception since she says they're "defective". I don't want to dash her hopes.

I've looked at them and they seem ill-made. They're uneven, the frame does not suit the lenses, etc. She has barrel vision and can't get rid of it, despite wearing the frames all day.

And for the "barrel vision" that her friend can't get rid of:

"Resulting from severe constriction of the visual field that leaves only a small central area of sight, tunnel vision is typically described as the sensation of looking through a tunnel or gun barrel. It may be unilateral or bilateral and usually develops gradually. (See Comparing tunnel vision with normal vision.) This abnormality results from chronic open-angle glaucoma and advanced retinal degeneration. Tunnel vision may also result from laser photocoagulation [COLOR=blue ! important][COLOR=blue ! important]therapy[/COLOR][/COLOR], which aims to correct retinal detachment. Also a common complaint of malingerers, tunnel vision can be verified or discounted by visual field examination performed by an ophthalmologist."

Forget about VSP! Get this person to an MD ASAP!


I'm sorry...call me a cynic. I guess I'm just jaded from all the scammers I have coming in to our office. When a story doesn't add up, it just doesn't add up...

[eyemanflying]

Well, when it's an open door forum, anyone can enter (including alias consumers) and post their 2 cents. Nothing posted on this site is sacred, and our door to the general public is wide open to view our dirty laundry and confidential trade secrets.

[Johns]

Originally Posted by eyemanflying

Well, when it's an open door forum, anyone can enter (including alias consumers) and post their 2 cents. Nothing posted on this site is sacred, and our door to the general public is wide open to view our dirty laundry and confidential trade secrets.

Yeah, I know. I guess that if they're going to sneak in , they should at least have a good story to go with it!

[eyemanflying]

Originally Posted by Johns

Yeah, I know. I guess that if they're going to sneak in , they should at least have a good story to go with it!

They had better!!