Stay Away!!! I had a very disappointing experience with this office. I went in for my annual contact lens exam as a new patient because my regular eye doctor did not have any availability for +2 months. Before making the appointment, I specifically called this office, provided all of my insurance information, and confirmed that they were in-network with my insurance. They accepted me as a new patient, I paid my copay at the time of the appointment, and I later returned to pay for and pick up my contact lenses. Then, months after my appointment, I received a bill for an “outstanding balance” plus late fees totaling about $70 in additional charges. I have worn contacts for over 10 years and have been to multiple eye-care offices in the area, and I have never experienced this with the same insurance or had to pay unexpected additional charges months after my appointment. What made the situation even worse was the way the front desk staff handled my questions. When I called to understand the unexpected charges, I was transferred and placed on hold three separate times. The first person could not explain the charges, and the second told me that my insurance apparently did not cover the entire cost but could not provide a clear breakdown or explanation of what I was being charged for. This was especially frustrating because I had provided all of my insurance information before making the appointment and specifically confirmed that the office was in-network. I was then told that it was my responsibility to contact my insurance and figure out why I was being charged. I called this office beforehand specifically to ask about the cost, and at no point was I told that there could be additional fees on top of my copay and the cost of my contact lenses, which I had already paid for when I picked them up. The way I was treated over the phone was completely unacceptable. The third person I spoke with, who identified herself as the office manager, was extremely rude, spoke over me, raised her voice, and would not even allow me to properly explain the situation. She told me that because they are a private practice, they are entitled to assess these additional fees. Instead of taking the time to explain the charges or provide a clear breakdown, she continued speaking over me and ultimately hung up the phone. There was absolutely no accountability or professionalism throughout the entire conversation. Stay away from this office. In my experience, this felt like a scam involving unexpected, hidden fees that were never disclosed to me before or at the time of my appointment. Whether these charges were the result of billing/coding errors, insurance issues, or fees the office simply decided to add, patients deserve to know about them upfront and receive a clear explanation when they question a bill. The doctor himself was actually friendly and professional, which makes this an even better example of how a rude and unprofessional front desk can completely ruin a doctor’s practice. Just read the other reviews… I can confirm that the complaints about the front desk being terrible are absolutely consistent with my experience. Do yourself a favor and go somewhere else!!! There are plenty of reputable eye-care offices in the North Hills where you can expect transparency, professionalism, respectful treatment, and proper customer service.
