I had my eye exam at the end of January and unfortunately my experience since then has been extremely frustrating.
During my trial period, I was given daily contact lenses that I was allergic to and Should’ve been noted in my chart from previous visits When I called the office for help, the communication was very difficult because the front desk staff only spoke Spanish and repeatedly told me I needed to contact the vendor myself. As a patient, I should not have to track down vendors to resolve an order placed through your office.
I called multiple times trying to get help and even had one employee hang up on me when I became frustrated. Eventually, I was able to speak directly with the doctor, who was excellent and quickly resolved the issue by ordering the correct contacts for me.
However, it is now March 10 and I still have not received the six-month supply of contacts that I paid for. Every time I call for a status update, I am again told to contact a vendor that I can never seem to reach. I have also been told twice that someone would call me back on Monday, but I never received a return call.
Today alone I called over 15 times. One call was hung up on and the others were never answered.
After my first trial session, I even left a voicemail for the Regional Manager, Pamela, and never received a response.
If you want to be billed and charged for services without receiving proper follow-up or customer service, this location may be fine. Otherwise, I strongly suggest improving communication and hiring staff who can properly assist patients—especially when they are simply asking for the status of an order that has already been paid for nearly two months ago.
