First experience went well with Dr. Prough. I scheduled my first appointment right when they opened, so I figured the receptionist may have just been having a rough morning and brushed it off. I received a one-month contact lens trial, but later wasn’t happy with the prescription. I booked a 3:40 PM appointment the night before with a different doctor in the same office, not realizing there was apparently a policy against doing that or that I’d be charged all over again. Had I known beforehand, I would’ve scheduled differently. I work night shift and missed the calls because I was asleep. When I arrived, I was told they had been “calling, calling, and calling.” Instead of being allowed to explain, I felt spoken over and not heard out, which they would’ve known if they had let me talk. What bothered me most wasn’t the policy itself. I understand offices have policies. It was the tone used when speaking to me. I felt talked down to and treated like I should’ve somehow already known a policy that had never been explained to me. A little patience, professionalism, and willingness to listen would’ve gone a long way. I booked within the same office that already had all my records, not realizing it would become such an issue. Hopefully I can find another eye doctor here in Pleasanton. Thought I had found mine here, but I guess not.
