Drs Kroll & Lighthouse

I have genuinely enjoyed seeing Dr. Kroll, and I have always appreciated the clinical care provided during my appointments. I have been a patient of this practice for nearly 20 years, which is precisely why this experience has been so disappointing. I know this office is often booked months in advance, and perhaps the volume of patients contributes to a lack of individualized attention at times. However, after being with the practice for so long, I expected a much higher level of care and accountability when a significant issue arose. In January 2025, I purchased a pair of Fendi prescription glasses from this office for well over $1,500, once the frames, lenses, scratch-resistant coating, transitional UV treatment, and additional upgrades were included. Given the significant investment, I expected both the product and the post-purchase support to reflect a high standard of quality and accountability. Approximately seven months later, I noticed that the right arm of the glasses, specifically the area with the two stacked screws, had become loose and noticeably unstable. I scheduled an appointment to have the glasses adjusted. During that visit, the technician appeared rushed and simply tightened the screws. Unfortunately, that did not resolve the issue, as the right arm remained visibly wobbly in clear contrast to the left side. When I pointed this out, she stated that she did not know why it was still loose, did not appear to investigate further, and instead reassured me that the glasses would not fall apart because the screws were “tight.” As someone without expertise in eyewear repair, I trusted the professional assessment I was given. Fast forward to March 2026, and the issue I had originally raised became exactly the problem I feared: the bottom screw on the right side completely detached from the plastic arm, rendering the glasses essentially unwearable. I brought them back to the office, where I was then told by the optical technician that it appeared to be a manufacturer defect. However, because the actual break occurred just two months after the warranty expired, I was informed that nothing could be done. To make matters worse, I was also told that the manufacturer no longer produces the frame, meaning I could not simply replace the damaged frame and reuse the prescription lenses. In other words, despite paying over $1,500 for these glasses, I was left with no practical solution other than to purchase an entirely new pair of frames and lenses. That response was extremely frustrating and, frankly, unacceptable. The issue was clearly developing while the glasses were still under warranty, and I had already brought the problem to the office’s attention months earlier. At that time, the concern was dismissed rather than properly evaluated or documented. Had it been handled more thoroughly then, this situation may have been resolved before becoming a complete loss. Additionally, after reading reviews from other patients, it appears this may not be an isolated incident, but rather a recurring issue with how concerns like these are handled. If that is the case, it is something the office should take seriously and address proactively. For an office that sells luxury designer eyewear, I expected a much higher level of product support, follow-through, and customer advocacy. While I continue to value Dr. Kroll’s care as a provider, this experience with the optical department has caused me to lose confidence in making future eyewear purchases here

I ordered prescription sunglasses from Maui Jim for my son as a gift. They cost almost $1,000. Unfortunately, the glasses were incorrectly adjusted, and the lenses were scratching on the inside. I brought them back to the store and explained the situation. Maui Jim replaced the lenses, and the store bend the handles excessively to prevent them from scratching the lenses. However, after my son tried them on, they still didn’t sit correctly on his face. The staff tried to fix them again but ended up damaging the handles, and then handed the glasses back to us as if nothing had happened. I wanted to speak with the manager, but she was too busy to talk to us. The handles were eventually replaced, but the glasses were still scratching on the inside. The staff told us, “Maybe it’s because of his prescription.” I called Maui Jim myself, and they told me that this was completely incorrect. They referred me to a different location to have the glasses properly adjusted. At this point, it is obvious that this location does not know how to properly adjust prescription glasses without damaging them. The customer service has been extremely disappointing, especially considering how much we paid for these glasses.

My family has been Dr. Kroll's patients since we moved to Reno 9 years ago. It took some time and a trial and error to find her practice, but we are so glad that we have her. Dr. Kroll is extremely thorough and knowledgeable. She works with the best ophthalmologists in town. Her office runs very effectively. Works great with insurances and prices are reasonable. Highly highly recommended, if you can get an appointment.

I had the best experience. The staff was very knowledgeable and accommodating to my schedule and interest regarding eye wear. It was such a smooth, enjoyable process! I really like my glasses.

I just had the worst experience after 17+ years with this office. Before I go farther I will say that Dr. Lighthouse is amazing and most of her staff members are also very professional and nice. The woman I spoke with this morning I believe her name was Devon was extremely rude and accusatory to me. What happened is this- We received a letter friday evening in the mail that we would be turned into collections if they did not receive a payment for an amount accourding to there office they had not charged me at the time of the appointments in Aug. I had paid over 700.00 at our apts. So this came as a surprise to me and I asked what this is about and why I received a threat to be turned into collections as I had not recieved any prior notifications to my knowledge. Devon got very upset with me, accused me of being rude I tried to explain that sometimes our mail is sent to a neighbor and if that was what had been happening why had they not called me so I could have cleared this up asap? She kept reiterating I was being rude and then transferring me to a voice-mail as soon as I told her I was not being rude but wanted to find out what this was about. I ultimately had to call on my daughters phone as I believe she blocked my number and that is when I spoke with a different member and was able to get the info for what this was about and how I needes to resolve this. I first had to have my mother call and she was told that the billing dept. Is gone for the week, as I believe that is the voicemail I had been transferred to when she hung up on me, this was very rude, calculating and unprofessional considering that if she knew that dept. Was gone till after my week time frame to get this cleared up then it seems to me this was vindictive of her knowing it would result in us being turned into collections... I had to ultimately resort to my mother calling for me and getting a resolve on my behalf.... highly unprofessional as I am a 40 year old woman who just wanted to know why I was being threatened to be turned in... I had no problem paying the bill if it was in fact mine owed, but I wanted verification about it first. I am sorry that we have been put in this position after such a long time at this office and am saddened that I no longer feel safe to bring my children here if we will be bullied by any office staffer as is what my experience was today.