I want to start by saying that Melody has been phenomenal. She is patient, kind, knowledgeable, and truly goes above and beyond for her patients. My family has always appreciated the care she provides, and we have no complaints about her whatsoever. Unfortunately, our experiences with another eye technician have been consistently unprofessional. Our first negative experience occurred in November 2025 when my 8-year-old son came in to be fitted for contact lenses. From the beginning, the technician had a negative attitude, immediately focusing on why someone his age shouldn’t have contacts. As the appointment continued, she repeatedly told him that if he couldn’t do certain things, he wouldn’t be able to wear them. Her tone and approach became so discouraging that my son ended up in tears. Thankfully, Melody stepped in, told the technician she would take over, and completely changed the experience. She patiently removed one of her own contact lenses and demonstrated the process step by step. Because of her encouragement and guidance, my son successfully learned to insert and remove his contacts independently. Unfortunately, we had another disappointing interaction in July 2026. My son had an accident that caused his glasses to snap at the metal hinge, leaving him with bruising on his face. There was no empathy when I explained which was disheartening for an individual working with people. Since these glasses cost nearly $400 out of pocket and no additional protection plan had been offered at the time of purchase, I called simply to ask whether the damage might be covered under warranty. When the technician returned to the phone, her attitude became even more dismissive. She interrupted me, belittled my concerns, and when I asked what time the office closed so I could bring the glasses in for someone to inspect, she raised her voice and said, “How about you not come in and wait to see what I will say.” I was honestly shocked by this response. I wasn’t demanding a replacement—I simply wanted the office to see the glasses before making a decision. It seemed unreasonable to determine whether something would be covered without first examining the damaged frames. Customer service requires professionalism, empathy, and respectful communication, especially when working with families and children. While Melody continues to provide exceptional care, our repeated interactions with this technician have ultimately led us to make the difficult decision to take our family’s eye care elsewhere after being loyal patients for years. It is disappointing to leave a practice because of one person’s behavior, but respectful communication is an important part of quality patient care. I sincerely hope this feedback is taken constructively so future patients have a better experience.
