My family has been taking my sister here for several years, and has had absolutely great experiences. So when my fiancé needed new glasses, my mom recommended we go here. Unfortunately, that was a big mistake. The first visit went fine, we ordered the new glasses, got a call when they were ready, and then came by to pick them up a few days later. One issue we had was that when we asked about getting transition lenses added to the glasses (my fiancé has ocular albinism, and is VERY sensitive to the sun), they said they couldn't do it because insurance refused to allow ad-ons. My fiancé really needed the new glasses and could work with the non-transition ones, so we ordered the glasses anyways. Unfortunately, that's where the problems started. Upon receiving the glasses, one eye completely didn't work, everything was blurry and it gave my fiancé a horrible headache. As soon as we went back in to double check the prescription information, their entire attitude changed. We just mentioned that something seemed off and started asking how that could happen. They very rudely told us that it was definitely not because of anything with the lenses, that it had to be the optometrists fault, and that the only thing we could do was go in for a follow up appointment with our optometrist. Though the advice wasn't bad, they spoke to us like we were stupid, and treated it like we'd done something wrong by trying to figure out why things seemed off with the new glasses. After a follow up with the optometrist, it turns out they had made a mistake, and had written the prescription wrong. We went back to Patrick County Eye Associates to get the glasses updated, and while waiting on the optometrist appointment, we'd been able to call insurance. During this call, we had confirmed that because of my fiancé's specific eye condition, transition lenses would be classified as a medically necessary ad-on, and were covered. When we tried to ask the front desk worker about this, she brought her supervisor over, who immediately started talking to us like we were stupid again. I told her that I'd talked directly to my fiancé's insurance, and that they said they would cover the lenses as a medically necessary ad-on. She told me that I was wrong, that their insurance would NOT cover the lenses, that they were NOT going to make the transition lenses, and would not explain further or listen when my fiancé and I tried to explain their diagnosis and that we had talked directly to their insurance. The supervisor basically implied that it was our fault for getting an eye exam at a different place, because she had no way to verify that my fiancé had the condition we were talking about (ironically, when we'd asked about it earlier, she'd said their optometrist wasn't accepting new patients). In the end we couldn't get glasses through them, and honestly just felt really bad about the whole series of interactions. It wasn't that they couldn't help us that was the problem, but the way they spoke made us both feel unwelcome and like my fiancé was doing something wrong by having a weird eye condition. Additionally, when we went to a different eyeglass place in Christiansburg, they kindly got us an account set up, and told us they would have to get in contact with my fiancé's last optometrist to verify the diagnosis, and could then get them the transition lenses. A few days later they texted us to let us know that everything looked good, and they could order the new glasses. It seems like the supervisor at Patrick County Eye Associates simply didn't want to put in the effort. All in all this was a terrible experience, and I would not recommend Patrick County Eye Associates for anyone that might need any kind of help with a weird prescription, or support when asking basic questions.
