My experience started off well. The wait time was short, and the doctor was pleasant during the initial vision exam. However, things quickly became frustrating after my eyes were dilated.
Once my vision was blurry from the dilation, I was called to the sales area and informed that I would have to pay an additional $60 contact lens fitting fee on top of my copay. This was the first time anyone mentioned this fee. Had I known beforehand, I would have chosen a different optical office. I've worn the same contact lenses for over 20 years, so the additional fitting fee was unexpected. The paperwork showing the fee was only presented after my eyes had already been dilated, making it difficult to even read what I was being asked to sign. At that point, my exam was essentially complete, leaving me feeling like I had little choice but to pay.
While trying to understand the charge, I was looking up my insurance benefits to see whether this fee was normal. I wish pricing and fees had been explained before the exam began so I could have made an informed decision.
Communication throughout the visit was also frustrating. After returning to the waiting room, the doctor repeatedly called out, "Ma'am," without ever using my name. The waiting room was full, and with my vision blurred from the dilation, I had no way of knowing he was trying to get my attention. I was looking around, assuming he was speaking to someone else. It wasn't until he repeatedly called "Ma'am" that I finally realized he was trying to get my attention. Using patients' names, especially after dilating their eyes, would make the process much less confusing.
I decided that since I had already paid the fitting fee, I would ask about trying a different brand of contact lenses. The doctor placed one brand in one eye, then, after I asked about another option, placed a different brand in my other eye. I was surprised to leave with two different brands in my eyes rather than being able to properly compare them. When I asked if the new brand could also be included on my prescription in case I preferred it, I was taken back to the sales area. Before I had even decided whether I wanted to purchase anything, one employee told another that I wasn't buying anything that day, even though I had not said that.
The male associate who helped me afterward was courteous and checked the pricing for the other contacts, but the cost was much higher than expected. After getting home, I checked my insurance provider's website and found that I could use my benefits through one of their affiliated online retailers, where the exact same contacts were approximately 30% less expensive than the price quoted at this office.
I also should have taken this as a warning based on a previous visit with my daughter. We were quoted around $340 for a basic pair of plastic-frame glasses with insurance. We ended up purchasing comparable glasses at Walmart for just over $100, including lens upgrades and a two-year protection plan.
Overall, while the doctor and one of the sales associates were professional, the lack of upfront transparency about fees, poor communication after dilation, and significantly higher pricing left me disappointed. I value honesty and clear communication, and unfortunately this experience did not meet those expectations.
