I continue to be disappointed in the services here with the front desk staff. I only continue to come here because the provider is the only that that has been able to correct my vision with contacts without having a double shadowing of my eyesight. I tried another provider last year and had the same issue with trying to be fitted for contacts and gave up and went back to Family Andover Eye. This year was the worst. I make my appointment and make sure my routine eye exam is covered under my new insurance. I get a call stating that my routine eye exam is not covered. Confused, I cancelled my appt and did further research. They were indeed tier two of coverage. Called back to reschedule and believed that my routine eye exam wasn’t covered when I scheduled and was told it wasn’t covered yet again and just figured I’d pay out of pocket because the provider is the only one to be able to get my contacts right. Paid at the time of service in full out of pocket. Then it seemed like they didn’t even have medical insurance info even in my chart, that’s when I questioned if it was really covered or not. I just believed them that it wasn’t. Called my insurance company while I was dilating there and they told me routine eye exams are covered and it was indeed in tier two of coverage. Then front desk staff told me “we rely on the patients to tell us if they have coverage because we literally cannot see if someone has eye coverage”. Don’t call and tell someone they don’t have coverage when you cannot even see it then and cause a bunch of confusion and make me pay out of pocket especially when I asked it be billed through insurance and was told to my face when there that it’s not covered AGAIN. I have medical coverage that covers my eye exam and also eye coverage that covers my supplies. Again, front staff is continues to show incompetency and always rude or dismissive upon arrival. I unfortunately will continue to come here until I can find another provider/location that can actually fit me for contacts correctly. Next year I will again try elsewhere because I don’t want to be stuck coming here. Even the provider seemed to be busy or dismissive and in a rush. Just overall vibe is incompetent and that no one really cares about patient satisfaction.
