Kendall Eye Institute

I wish I could give them -1 star! This has been the worst customer service experience ever. I feel bad for the doctors, as they might be doing a great job, but the staff's customer service during phone calls is truly awful. One morning, I called to check if they accept my daughter's insurance. I provided all the necessary information, including her Member ID number, to one of the receptionists. She told me she would check and call me back. Unfortunately, she put me on hold more than three times during that first call and then never called me back. I decided to call again because I was still interested. To my surprise, after being transferred and placed on hold five times, they asked me for my daughter's information again. I provided it once more, and after about ten minutes, the receptionist confirmed that they do accept that insurance. However, after giving her all the requested information, she then asked if I had a vision plan. I was stunned since I had already provided all the required details. She informed me that if I didn't have a vision plan, they couldn't assist me. It was incredibly frustrating to waste so much time for no reason. I strongly advise against going to this office. This is my first bad review ever, so you can imagine how disappointed I am.

Waited almost 2 hours to be seen for an appointment and ended up leaving. Constantly sending me a bill for 20 dollars even though I left.

I visited this eye center on Thursday with my 6-year-old daughter, and I was very disappointed with the experience—particularly with the supervisor, Jessica. The level of professionalism and empathy expected in a healthcare setting was completely lacking. The clinic was extremely busy, and when a staff member asked Jessica for help, she refused, saying that “all that was left were kids” and followed with a sarcastic laugh and comment about children being “mean.” This was said in front of me while I sat with my daughter, who was tired, scared, and uncomfortable after having her eyes dilated. I found the comment deeply inappropriate and unprofessional. Instead of supporting her team or patients, Jessica spent most of the time standing in the hallway talking. The waiting time was also excessive—we waited more than 2.5 hours, along with many other parents and children in the same situation. Another person voiced concern about the delay, and Jessica’s only response was others had been waiting since 2:00, and if patients couldn’t wait, they should reschedule. This dismissive attitude is unacceptable in a healthcare environment where children and families deserve compassion and respect. I truly feel for the rest of the staff, who were working hard to attend to everyone despite the lack of support from their supervisor. Unfortunately, Jessica’s behavior left a lasting negative impression and made families feel unwelcome and undervalued. Healthcare professionals should never make patients feel guilty for being there, especially children. It is disappointing that someone in a supervisory role could treat patients with such disregard. I do not recommend this eye center if you are looking for a place where you and your children will feel cared for and respected.

I have just had a follow up with Dr. Shani Reich for cataract and glaucoma surgery, such professionalism, such excellent patient care, such good manners and above all such high respect for her patients, an outstanding human being. Thank you for your honesty, and your dedication towards your profession. The doctor and her staff deserve all my respect. Many thanks to all of you. I highly recommend her.

I had a great experience at the eye clinic, and I especially want to give a shoutout to Jaylynn! She was super friendly, made everything easy to understand, and made sure I was comfortable the whole time. It’s clear she really cares about her work and the patients she helps. Honestly, the entire staff and all the doctors were fantastic—professional, welcoming, and just overall great to interact with. It’s not always easy going to appointments like this, but they made the whole process smooth and stress-free. Big thanks to Jaylynn and the whole team!