Burcham Eyecare Center

I would give zero stars if I could. I have been trying for 3 weeks to get an apt and am a current patient. They do not and answer their phone, it goes straight to voicemail and I haven't had none of my messages returned. Someone texted me from their office number and I responded and still have not heard back. I will be taking my business elsewhere.

I requested an appointment online and received a call the next day. I was able to give them my insurance information, and they told me the copay upfront, which was really helpful. The appointment itself was straightforward. I met with Dr. Tessa Lau, who was very helpful. She also told me that if the prescription she ordered ended up being too expensive, I should let her know. When I did, she quickly submitted a new prescription that was much more affordable. It was great to be given options.

DO NOT GO HERE!!!!!! My eye appointment took over 2 hours to get through! There is also nothing online that tells you that this is a VERY Christian office… there is an entire wall dedicated to “missionary” work, crosses decorating the walls, and a Bible on every available surface. I continually listened to them misgender me as they entered my information, occasionally pulling their masks down to speak directly to me. Do NOT go here if you are uncomfortable around Christian imagery/ the celebration of modern-day colonialism. They also were not able to “find” my insurance benefits and did not tell me until I walked in that I needed my step father’s ssn and birthday in order to use my insurance… which is not exactly readily available information. I ended up waiting an extra HOUR for my appointment. There was another person here that was also unable to use their insurance. There was someone who had to leave their appointment because they had been waiting for the doctor so long that they were late for work. And there was an older woman who they claimed they tried to call to cancel her appointment. She ended up leaving as well. It doesn’t seem like the workers know what they’re doing.

They do not honor appointment times and fraudulently bill your insurance. Truly the worst experience I’ve ever had with any medical facility. I established care with Dr. Lau and was very impressed with her until she billed my VSP for my annual eye exam when it was a medical visit for eye pain and redness (no routine eye exam was performed at this visit). I paid $165 copay for this because it was medical. I then returned 3 months later to have my routine eye exam done and get contact lenses only to find out that my VSP was denying the charges stating I already used that benefit (when again, I did not). Dr. Coco was very rude and condescending. He had no bedside manner. I waited over an hour after my scheduled time (missing work) to see him and he didn’t even have the decency to apologize. At the front desk, I asked him to assure me the billing issue would be corrected because the exam should be free had they not fraudulently billed my insurance. He very coldly looked me in the face and said “we will bill your united healthcare. You didn’t have to pay last time and you won’t this time.” And stormed passed me before I could respond that I DID just pay $165 and if he had any common sense he’d know united healthcare is NOT going to cover an eye exam. 2 weeks later I get a bill for $140 for my annual eye exam. Big surprise there! He is pretty unintelligent for a doctor. It’s been a month now and they still haven’t corrected this. I was told by the manager that a hold would be placed on my account so they could correct their billing error without me going to collections. A month later and there is still no hold. They told me I needed to come back in 3 weeks to have my contacts fitted. On the day of this appointment, they called me 15 mins before and said my contacts still weren’t ready and wouldn’t be for another 3 weeks. Why it would take 6 weeks to get contacts is beyond me. Very disorganized, unprofessional, and unethical. Idk what is going on over there but it’s nothing good.

I am extremely disappointed with my parents experience at this office and with Justin Coco. My mom's appointment was scheduled at 10am and arrived at 945am. Once an hour passed from her appointment time my parents were getting frustrated as other appointments they had now were going to be moved or canceled. We understand things can take time and backups in the office can happen, but nobody was communicating how much longer it would be. Not only was that incredibly frustrating, to make matters worse, Justin Coco was rude throughout the entire examination and at the end wouldn't even shake my mothers hand when she extended it. My mom felt uncomfortable and disrespected, and they left feeling that their time and concerns were not valued. Of course, when the bill comes their money will be valued though. We will definitely be seeking care elsewhere and would not recommend this office to anyone. I am writing this advocating for my parents who are elderly and didn't feel heard or respected as I was in complete shock when they told me what happened. Either find better ways to handle backups or find doctors that can be more receptive of the frustrations that backups can cause for patients.