Boozer Eyecare Associates

Everyone was excellent! Broke my glasses this morning and couldn't get to my regular doctor, said it would be the end of July! I called Boozer office and they saw me within 3 hours, YES got a new place for eyes! Ordered new glasses, also they put my lens in a loaner pair where I could wear them, till the ones comes in! A very nice office!

My daughter recently had an appointment at Boozer Eyecare, and our experience with the office, billing, and insurance process has been extremely frustrating. At the appointment, she was told she had to choose between dilation or digital retinal imaging and that there would be an extra fee. She was never told the imaging was optional. She also provided two insurance plans that Boozer Eyecare is supposedly in-network with, but after the appointment we were told neither insurance would be accepted and that we owed around $150 out of pocket. After multiple phone calls with Carrie in billing and other staff members, we were later told they actually are in-network and that claims would be filed. I personally verified with both insurance companies that the eye exam, retinal imaging, and contact lens fitting should all be covered services. Despite the office claiming the claims were filed immediately after the appointment, neither insurance company ever received them. When questioned, we were told insurance was “wrong” and that the office codes retinal imaging in a way insurance will not accept, although the exam itself is covered under insurance. Throughout this entire process, there has been a complete refusal by the office to acknowledge that mistakes may have been made or that steps may have been missed. Carrie in billing was also consistently short, rude, and disrespectful both to me and to representatives from my insurance company. To make matters worse, Boozer Eyecare has refused to release my daughter’s glasses or contact lens prescriptions until the disputed balance is paid in full. They have also refused to provide additional trial contact lenses, even though she only received two-week trials and this issue has now dragged on for nearly five weeks. We were essentially told to pay first and hope insurance reimburses us later. The lack of transparency, inconsistent information, and unwillingness to work toward a resolution has been alarming. Based on our experience, I would strongly encourage others to be very cautious and thoroughly verify all insurance and billing information before using this office. Edit after receiving the response from the owner: Your response only reinforces my original review. If customer service and patient care truly mattered to your office, something would have been done to actually fix this situation by now instead of offering excuses and generic statements. Had your office handled things correctly from the beginning and collected the copay that was supposedly owed, we would have been provided a copy of my daughter’s prescription as expected. Instead, because of mistakes made by your office, you are withholding the prescription and refusing to provide another trial pair of contacts. This situation has dragged on for more than five weeks. I have made countless phone calls and repeatedly been promised callbacks that never happened. This could have been resolved long ago, or better yet, avoided entirely if the office had properly verified insurance before the appointment. If my daughter had been told upfront that her insurance was not accepted when the information was provided at scheduling, we never would have come in to begin with. So while your response talks about “good customer service,” “patient care,” and “miscommunication,” those are just words. Real customer service would involve taking accountability and making an effort to correct the problem instead of continuing to leave patients without answers or solutions.

Spencer was great, the ladies that worked there are funny very thorough and I was extremely impressed. They asked me when my last eye exam was and I said 64 years ago, so considering this is basically my first one I was very impressed. I would Recommend call my friends and anybody reading this, but this is a great place to have an eye exam. Oh, and yes, when they ask if you want to do the dilation of the computer, choose the computer.

I've been going here a few years now, but something has changed and not for the better. I tried for over two weeks before getting in touch with anyone in optical. I decided to keep my frames and just update my lenses to my new prescription. I was told by two different people that I would only have to pay around $20 out of pocket, which I did. Now I owe over $100 on top of the $20 something I already paid, and if I don't pay it I just don't get my glasses back. Integrity matters, and when multiple people tell a patient it's only $20 and then you send a bill for over $100 (not even a phone call to try to explain they just TEXTED me an invoice), it looks a lot like you're taking advantage of people.

Thrilled to be a new patient at Boozer Eyecare in Cullman, Alabama. Spencer Boozer was excellent and provided excellent care. He answered all questions and provided additional information during and after my exam that helped me fully understand how to better care for my eyes in general. Great selections of frames. Also very clean office and easy check-in processes.