Gem State Family Eyecare

High quality eye care professionals helped me through all stages of my treatment. From the initial eye exam through careful and thorough retinal exams, I have been cared for and treated well. I appreciate the length the staff goes for my comfort and treatment.

I established care with them in 2024, the clinic and team were fine with no issues on my first visit. I scheduled my annual eye exam again with the office. The day of, I got a text saying that they were unable to see me, because over half of the office was out sick. Which I totally understand and respect. They communicated with me via text to schedule two weeks later, and confirmed my appointment date and time. When I showed up to the clinic 10 minutes early to my appointment time, I was told they didn't have me on their schedule. The front desk receptionist apologized for the error but told me it was unsure if I could be seen and asked me to take a seat. She whispered around the corner to someone else. A few minutes later, she came out and said she was waiting for the Doctor to see if I could be seen today. I asked how much longer I would need to wait to find out, but she was unsure. 20 minutes later, I still had no idea whether I would be seen that day. As I left, I was polite but frustrated and I asked for someone to call me to address the issue. It is now over 24 hours later - no call - no response. I can understand mistakes can happen, but the lack of customer service and timely follow up for the offices error is awful. I hate leaving bad reviews, but it's clear that this clinic needs to adjust its priorities.

Dishonest. Unclear communication. They sent me a bill without my knowledge or without contacting me to explain it. I was charged $60 for a retinal scan because my insurance didn't end up covering it, but was never told this and was shipped a bill with no explanation. If this is the way they operate their business, what is to stop them from going back through every invoice and back charging their customers for every thing that they've ever missed? I spent nearly $1000 dollars between my wife and I on this visit and don't feel great having to pay another $60 that I didn't agree to because they couldn't/didn't want communicate that with me. So awesome - you'll get that $60 at the expense of another $1000 I would have spent again this year (I'll go back down the street to Boise Family Eye Center), the negative publicity of this 1 star review, and the bad word of mouth that I will spread so that others can avoid future bad service.

I’ve been to this office twice and that was enough for me. The first time I went, I was surprised by the foul language being used by the receptionists in front of patients, which I find incredibly unprofessional. The second time I went, my claim was processed out of network by our insurance UHC. I was told by UHC that it was a mismatch of address and Tax ID with the office. When I contacted the office I was told this was an issue that many of their UHC patients have had and their office had done everything they could to fix it, so I would need to appeal with UHC. I’ve worked in insurance for several years with a medical office and this is not an issue that can be fixed by a patient. I’ve been SUPER frustrated and disappointed by the lack of help or even willingness to help from this office to actually resolve the issue. If you have UHC, I wouldn’t go to this office. I will NOT be going back.

I have been going to Gem State Eyecare for years. Dr Drean is very knowledgeable and helpful. She’s also fun to talk to. The staff is very friendly as well. The office is clean and well kept. Occasionally they run behind schedule because of staffing shortages but they are very apologetic and understanding, which makes the wait less painful.