My family and I have been long‑standing patients, and our continued loyalty has been based on the professionalism consistently demonstrated by Dr. Shivani Patel and by Lisa, who has assisted me each year with selecting my glasses. Their service has always been exemplary. Unfortunately, my most recent experience with a sales associate I had not encountered before was deeply disappointing and inconsistent with the standard of care I have come to expect. During my visit, the associate informed me that my vision insurance required a $20 co‑payment and that my plan would cover $250 toward frames. She selected a Coach frame priced at $277 and stated that if I preferred a more basic frame, she would match the price and only charge the co‑payment. After returning home, I contacted my insurance provider for clarification. I was informed that my plan does not require any co‑payment for glasses. When I called the office to address this discrepancy, the associate stated that my glasses were “insured,” a claim that did not align with the information provided by my insurance. When I requested to cancel the order due to the conflicting and misleading information—not because of the $20, but because of the lack of transparency—the associate informed the insurance representative that the cancellation was due to the cost difference. This was inaccurate and dismissive of the concerns I had clearly communicated. My concerns are as follows: - A co‑payment was requested despite my insurance confirming that none is required. - I was told my glasses were “insured,” which was unclear and contradictory. - The associate stated she would match the frame price, yet the explanation later shifted. - When I expressed my dissatisfaction and noted that this experience may affect my decision to return, the associate responded indifferently. My concern is not the monetary amount; it is the quality of customer service, the accuracy of information provided, and the professionalism of the interaction. Given the excellent care I have consistently received from Dr. Patel and Lisa, this experience was particularly disappointing. I respectfully request that this matter be reviewed to ensure that future patient interactions reflect the level of integrity, clarity, and professionalism that your practice is known for.
