Maryland Vision Institute – Frederick

I recently had an appointment scheduled for my annual diabetic eye exam. Overall, the staff was courteous and helpful, but I wanted to share some feedback that could improve the patient experience. When I received the call to schedule the appointment, I was happy they had availability the very next day. However, I was not informed that my HMO insurance required a referral from my primary care physician before the visit. After arriving, checking in, and spending time at the office, I learned that I would need to reschedule and obtain the referral first. As a result, I had to take additional time away from work, make multiple phone calls, and make a second trip for an appointment that could have been completed in one visit if I had been notified ahead of time. My suggestion would be that when appointments are scheduled, patients with HMO plans are reminded to obtain any required referrals beforehand. A simple reminder could save patients a significant amount of time and frustration. Again, the staff I interacted with were professional and helpful, and I appreciate their assistance. I hope this feedback helps improve the scheduling process for future patients.

First, let me state that the medical part of the visit was 5 star. Dr Holland is fantastic, and the various techs were great. I am very happy with the medical care I received. When I was there just a few weeks ago, I paid my co payment of $55 in person with my credit card plus an additional refractometry fee of $39. Then, today I received an email bill for $55 from Chesapeake Eye Care and Laser. When I called to tell them that I ALREADY PAID the $55, they asked me if I wanted to pay the bill! I had to go online and verify my credit card statement showing it was paid the next day. When I called back directly to the Md. Vision Institute and pressed the number for financial services, after holding I was kicked over to voice mail and had to leave a message. Why am I being billed for something I already paid? Very disappointed with the way the financial part of this is being handled. Edited 4/10/26 : Thank you for your response---I did finally talk to an actual person in billing and it's been sorted out and I no longer have an outstanding balance. I do appreciate you (the owner) reading and responding to the review. So my updated review is back to 5 star.

This one star review does not pertain to the physician or surgical coordinator. It pertains to the office manager, office staff in the Frederick office and the billing department. I left 4 messages regarding my upcoming surgery and no one called me back. When u call, u get stuck in the phone tree and cannot talk to a live person. The office manager makes excuses for the poor customer service. Each time I called to find out what my out of pocket cost would be, the price went up. It has almost doubled from the original cost quoted to me. You are not given accurate information to make an informed decision. If you are looking for a place that will give you honest upfront information, this is not the place. I will never go back once my surgeries are complete I would like to add more. My next eye surgery is next week. I was given 2 different times to be there so who knows when I am supposed to to be there I had 6 diffetent quotes of what I needed to pay. 5 of those quotes came from billing staff. The most shocking thing is that I had a non medical billing person say “well don’t get your other eye done.” A non medical person giving medical advice. As a nurse I find that very offensive. If you have another option for your eye care I would not use this practice and go elsewhere. Save yourself some frustration and stress

Had a follow up meeting after surgery, after an hour and 10 minutes, after my scheduled appointment, waiting the surgeon had not been in to see me. I had very bad service trying to arrange my original surgery and had to constantly contact the office as they never got back to me. They had been ok when I came back for initial check up after surgery, also had a long wait but was told there was an emergency. The surgery was ok but the results still did not correct my drooping eyelids to the same extent. Left eyelid does not open as much as right. I was hoping to discuss this with the surgeon but could not wait any longer for the surgeon. No one came to inform me that the surgeon was running late, I expect they over book making the consultation periods too short.

I am exceedingly frustrated and unhappy with this practice, and furthermore I’m disgusted with your entire way of doing business. My husband saw Dr. Holland a month ago after we waited for an hour and a half in Hagerstown to see Dr. R, but left due to the office being “short staffed” and no one let us know about the excessive wait so we left and subsequently rescheduled for Frederick. We went to the appointment together since he would be dilated and he discussed some issues he was having with his contacts and Dr. Holland was great at listening and making appropriate recommendations, and after that is where it went downhill. We reached out 6 times in the month to inquire about these trial contacts that were not available during the appointment. We never received a callback, nor a call that they were in, or any acknowledgment that they received a voicemail- which they did receive because they logged it in the system. Then today we just got tired and finally after multiple tries we reached the office manager who gave us plenty of excuses about their faulty phone system and reasons why they didn’t have the contacts after over a month of waiting. Then magically they did have the contacts after all! I went and picked them up and brought them home to realize that the prescriptions were all wrong, between his prescription and EVERY. SINGLE. TRIAL. PAIR. None of the trials pairs were the same prescription. So, different prescriptions for the right eyes and the left eyes on each pair, like 2 packs of precision 1’s- but each right eye had a completely different prescription, and the two left eyes had a completely different prescription, and the Precision 1’s were completely different prescriptions from the Cooper Visions which was NOT what Dr. Holland recommended. What’s worse- they gave us the exact same contacts that caused dry eye for my husband- which he specifically requested not be ordered again! This is completely unacceptable and inappropriate. You may have great doctors, but your staff is absurd and unprofessional. You aren’t the only place in town and we will not be returning!