Koch Eye Associates

Biggest complaint is the wait time. It’s unacceptable that every time I come here my appt is around 45-6O min behind. They never apologize or recognize the time they are wasting with their patients. The doctors and services are fine but these wait times are frustrating and unacceptable. They are either overbooking or just not allocating the proper time. When I called this out to the doctor I got a very snarky response. Patient’s time is just as valuable as the doctor as I have to leave work to be here. I allocate an hour but ends up being two hours each time. Very frustrating and disappointing.

My name is Marlene Diffleydanis and my husband is George Danis. My husband and I have used koch eye about 12 years. Recently we both had to go and needed glasses. We both went to see Rabia Javad and McKayla Christie. They were both so helpful and friendly. They made us feel like family not like customers. I think both of them deserve to be recognized for their customer service. We will not go to that location unless either one or both of them are there. Thank you for having them as your employee's.

I do not understand the lack of professional courtesy in the Greenwich office optical shop. I spent $800 on glasses- a pair broke after 2 months. I was told they wouldn't replace them. I asked for a supervisor who called me several days later and said she would order a new pair. I called the office and the Optical shop said they didn't see an order. I asked that the supervisor call me back. Its been 3 days still no call. This is unacceptable. Firstly, eye glasses have a manufacturers warranty. Secondly, when the rep from the eye glass manufacturers come into the office - they pick up the returned glasses and issue a credit to Koch. Why would Koch have such a deceitful practice of saying they can't be replaced without buying insurance when we all know they can be returned to the company. Upsetting, over charging patients failing to stand by products. Absolutely disgusting. I need my glasses and do not understand what is so difficult. I have been a patient here for over 10 years...I WILL NEVER use the optical shop again.

Unexpected experience, and not in a good way. Checking in, I was told by the desk that I'd been notified that my scheduled eye checkup wasn't due until the next year. And, as I understand it, this is not the office's stipulation--the insurance is the one that determines what is eligible and when. But here's the issue: the communication process to the patient is lacking or incomplete. I was told that I had recently received a voicemail detailing this situation in the past couple days. Thing is, the call comes in while I'm at work, so I let it go to VM and leave it because I also get an automated text alert from the office telling me my appointment time, date, location, and that if I don't go, I am liable to pay a $30 cancellation fee. The next day, I get a second automated text detailing the same information. Maybe it's partially my fault for assuming the VM and the two texts are saying the same thing. So I go back to the desk and produce the automated texts and I'm glad I did because I almost left the building without discovering an extra layer to this. Another front-end employee is answering questions about these miscommunications and that's when I'm told I'm just ineligible for my glasses prescription per my insurance restrictions--but that I can still have my checkup appointment! Which IS covered by insurance. So if you ever have to use this place, I strongly recommend you: ask the same questions to different people; rigorously comb your voicemail; and, most importantly, make sure not to order a rideshare that gets there as you find out you could have had your appointment the whole time!

Brought my expensive frames here for transitional lenses, I usually go to the office on tollgate road(they are amazing) literally worst experience here. The woman didn’t even give me any options, just took my glasses and sent them out. This was my first time so I honestly didn’t know I was supposed to be given options. Paid out of pocket for these, I have an astigmatism and they are not dark enough at all. I’m still being blinded I tried to call back and they said it’s been “too long” it has only been since August and then they were very rude stating “well aren’t you supposed to be wearing your glasses everyday you should have called before” I’m trying to get used to wearing my glasses as I never did in the past. I can’t wear them in the sun because once again they are not dark enough so no I couldn’t have called before. Extremely rude and disrespectful stating I signed a waiver and pretty much too bad claimed she “doubts” the other woman didn’t give me the options. Gave a call to my office and they were supposed to email out to the director of the optical shop here and once again have been left with no answers. Do not recommend, unfortunately employees can’t give simple assistance like offering customers/patients the proper options available.