Eye Physicians And Surgeons Of Western NY

I have been going here for over 15 years, and something major has changed. Last year, I had a really bad and negative experience with the glasses technicians. The woman I was assigned to was extremely rude to the point of causing exasperation because of the way she was treating me. She said it was my responsibility to remember extremely small but important details for vision medical related things that I was never told about years ago, and was treating me very rudely and inferior-like. Ma'am, I don't like saying this, but I'm the customer and patient and your behavior was so off-putting, it resolved me to find a new eye doctor because of you. This was compounded by the fact that after my scheduled appointment time I was waiting for 2.5(!!!) hours to get fitted. I did check in a few times with the workers to see what was taking so long, and they just said "we'll get to you soon, sir.". TODAY though, I see that I have a scheduled appointment at the end of the month that I forgot to cancel. After my girlfriend called but was told that I had to call, I called back to cancel my appointment (I am on couch rest for a medical issue and she was being kind) and the lady who answered I was telling why I had an issue (with both the previous time, and today) and was transferring my care, in the middle of me talking, she hung right up on me. Peeved, I called back. The call was answered by a man, who was kinder over the previous employee, listened to my complaint and how I was hung up on, transfers me to someone I can talk to to voice my complaint. I'm doing so, I am hung up again...okay, that's twice now. I call back three times, and not a single answer. They answered the first two times just fine, but ignore me and my third call. This is me saying DO not go here. I am sad to go because their eye doctors are good, and have helped me in the past, but that was in the said past. As said previously, this have changed. They do not value you or your time. They are rude and mean, do not listen to feedback/criticism/issues, and many of their staff have the bedside manner of a frog. Go somewhere else. This place use to be great, but I'll be taking my business and time elsewhere.

I've been going here for 10 years, and my husband has been going for decades (since he was a kid). After my most recent appointment, I was charged the full amount. When I called the billing department, I found out they no longer accept my insurance. I was not informed of this change when the decision was made. I was not informed when I checked in and provided my insurance card. When I called the billing office, they suggested that I talk to the office manager so I can let them know and this doesn't happen to other patients. Why do I need to do that? Maybe as an employee of that office, you should care enough to talk to your counterpart yourself.

Entire family has been seeing Dr. Bird for over two decades. Even one of my kids went to same school with his son. Great doctor and highly recommended! Now the bad part. We use UR Medicine health coverage and with 2026 we are forced to find a new doctor since this office is no longer accepting their VSP coverage. Keep in mind that UofR is the biggest employer in Rochester and add family members to it and then turn away the business…. They also don’t accept insurance from my company so we have no choice. You gotta love this game…… Too bad! I guess their office didn’t have enough of all the poor reviews about the front desk staff so now let’s get rid of longtime patients and their families for that matter. That’s when you want to charge ridiculous amounts for service and insurance is refusing-so you drop them and the patients… That’s just a poor business decision…. Good luck!

I have been a loyal patient at Ocusight for over two decades, and I want to begin by recognizing Dr. Bird’s exceptional care over the years. His professionalism and expertise are the reason I have continued returning. However, I feel compelled to express my growing dissatisfaction with the front office staff. Over the past several years, there has been a noticeable and steady decline in the quality of service provided by the administrative team. Most recently, my experience was particularly disappointing and left me questioning whether I will continue as a patient. The current check-in process, even with the new system, remains inefficient and frustrating. Despite scheduled appointment times, patients are still seen on a "first come, first served" basis, which completely undermines the purpose of an appointment. It appears that multiple patients are scheduled within very short windows, and anyone arriving just 10 minutes late—even when the office is clearly running behind—is met with condescension and a poor attitude from the younger staff. In my most recent visit, I was not only scolded rudely for being late (despite already being delayed by the slow check-in process), but I was then forced to wait even longer behind others whose appointments were scheduled later than mine, simply because they arrived earlier in line, maybe by only minutes. This system is illogical and deeply disrespectful of patients' time. What concerns me most is not just the flawed process, but the increasingly negative and dismissive attitude of the front desk staff. Professionalism, courtesy, and empathy seem to be missing. As a long-term patient, I find this disheartening. If these issues persist, I will, regrettably, have no choice but to seek care elsewhere. I sincerely hope the office takes this feedback seriously and considers the impact that front-line staff have on the overall patient experience.

I would never in my life recommend this place for your eye care needs!!! I scheduled an appointment a week ago for this morning. When I arrive, I’m very rudely treated by the receptionist and told I needed to provide medical insurance as this was a medical appointment. Not only was I not told that!! But I also got told my medical insurance is not accepted by them!! So if I still wanted to be seen I would have to pay out of pocket. So I wasted a week that I could have been looking for and getting another appointment with because nobody there apparently knows how to do their job and inform their patients of what’s needed. And was I treated with any respect from the receptionist? Nope! She sat there giving me no reaction.. no apology.. just said she didn’t make the appointment so she wasn’t at fault for not telling me… lol. Absolutely awful!!! DONT EVER GO TO THIS ESTABLISHMENT! If you want to be treated with respect at least!