I have been a patient with Family Vision Center for more than 10 years, and unfortunately, the overall experience and customer service have changed significantly over time, for the exception of the doctors. I had an appointment scheduled for today that was originally made over a year ago. Two weeks ago, I even called the office to confirm the appointment and believed everything was finalized after speaking with the staff. However, upon arriving, I was told that my appointment was not confirmed because it also needed to be confirmed online, and as a result, they could not see me. What was most disappointing was the lack of effort to accommodate a long-time patient. Although the practice has two additional locations, no one attempted to check for availability at either office. The only option offered was to “work me in” later that morning at 10:10 AM, which was not feasible since I needed to return to work. As a long-standing patient, I would have expected some effort to offer an earlier appointment at another location, even if it had to be scheduled on a different day. To make matters worse, when I requested my records, there was absolutely no hesitation in providing them, which left me with the impression that retaining long-term patients is no longer a priority. After more than a decade as a loyal patient, I expected a much higher level of communication, flexibility, and customer service.
