My daughter had an appointment at the beginning of July. Her appointment was scheduled for 2:50 p.m. We arrived at 2:20 p.m., signed in, and waited. Around 2:50, one of the receptionists came out and announced that they were running about an hour behind and that we could reschedule if we wanted. Unfortunately, that wasn't an option for me because I had already taken time off work and didn't want to miss another day. We were finally called back at 3:50. Dr. Underwood and the staff in the back were very kind, professional, and provided excellent care. I truly appreciated their service. The problems started when we went to the optical department. My daughter picked out her glasses, but the employee helping us was unable to process our insurance. She told me she would have someone else handle it. I called the next day, Friday afternoon, and she said it still hadn't been processed. I waited until the following Tuesday to call again but couldn't get anyone to answer. I chose not to leave a message because previous messages had not been returned. On Wednesday morning, I stopped by in person on my way to another appointment, only to find that the paperwork still had not been processed. I also learned that the employee who had been assisting us wasn't even part of the regular optical staff. Between the long wait for the appointment, the delays in the optical department, and the rude interactions I experienced there, I've decided not to return. It's disappointing because Dr. Underwood and the clinical staff were excellent, but the overall experience, especially in optical, outweighed the positives.
