Eye Institute Of Albuquerque

My appointment itself with Alicia (assistant) and Dr. Dotson was fine, and I was ultimately able to speak with the doctor regarding a question I had forgotten to ask. Unfortunately, everything that happened at the front desk left me with a very negative impression of this office. When I requested to speak with the doctor, Cynthia questioned why I needed her name and became defensive. Rather than simply assisting with my request, the interaction became unnecessarily confrontational and unprofessional. As the discussion continued, another employee came over after hearing the disagreement. Rather than speaking with both parties to understand what had happened, she spoke only with Cynthia and appeared to form an opinion without ever asking me a single question about the situation. She made no effort to understand my concern or help de-escalate the interaction. The issue was not the outcome, but the lack of professionalism displayed throughout the interaction. I was eventually able to speak with the doctor and address my question. As I left the office and was preparing to leave the parking lot, the same employee who had remained uninvolved during the earlier customer service issue came outside, knocked on my car window, and informed me that I had not paid what she said was my co-pay. It turned out to be a separate charge for an additional service. Unlike her lack of involvement during the customer service issue, she had no hesitation becoming involved when it came to a billing matter. Unfortunately, her approach was neither professional nor helpful. Rather than showing any interest in understanding the earlier situation, she approached me in a manner that only added to an already unpleasant experience. When I asked for her name, she was also reluctant to provide it. However, she stated that she was the Operations Manager. The doctor may be excellent, but the front desk experience was not. Unfortunately, the lack of professionalism, communication, courtesy, and customer service I experienced after my appointment left such a negative impression that I cannot recommend this office and will not be returning.

After being a patient for several years, and having an exceptional eye care at Lovato, during my last visit which was on June 18, I had a very bad experience with one of the girls at the front desk. When I was checking in for my appointment, I was asked in a rude tone for my insurance card, and when stating that I did not have it with me, she stated that I could not be seen without my insurance card. I was very disappointed with her answer, because after being a patient with Lovato and caring the same vision insurance provider, my appointment was not supposed to be conditioned to the physical presence of my insurance card, and the worst part came when hearing that I will not be seen. This person displayed very poor customer service skills. When knowing that as a recurrent patient with Lovato, the record of my vision insurance was on the system, and that all this person needed to do was do her job, and look for my vision insurance on the system. If this customer service level continues, it is easy to predict that customers from years of loyalty will find another place to seek service.

My experience at Lovato eyecare was phenomenal. The office staff was so welcoming and helpful. Dr Dotson was the best explaining everything throughout my exam. He was not in a hurry also extremely welcoming and very knowledgeable. I will definitely recommend them to family and friends.

Very nice staff all around. For some reason it bothers me that they remind me with every call and text that I will have to pay$--.-. I know that already and have a hard time when they find that so important so mant times. Otherwise they are all great.

Lovato Eye Care is great 😊. Quality work and the staff is very professional and friendly. They are a company of honest business values and integrity. I have recommended them and I will continue to recommend them. They are NEW MEXICO TRUE and have been here for decades, even if they haven't been acknowledged for it yet! They also have plans for glasses for self pay customers and they accuracy of their lab is BEST in the State in my opinion.