I have gone to this office once before and enjoyed it but after this last visit I wont be back, almost entirely at the fault of the employees in the eyewear section and their inability to do their jobs or communicate with clients. My original appointment was July 15th. I got two pairs, one through VSP with high index lenses, blue light, and anti-glare and one through Medicaid with only high index lenses as they were meant to be my back up pair. That day I paid roughly $245 for both pairs. I was excepting this since insurance only covers so much and doesn't cover all the bells and whistles that I like. The next day, I receive a call from the girl who helped me order my glasses informing me that she placed the order wrong and didn’t do high index on my Medicaid lenses and said if I would like that Id have to pay an additional $55. I was a little peeved but told her okay. After I shared my annoyance with my mom, I found out that they had done the same thing to her. You're telling me you managed to screw up the orders for two patients who visited your practice months apart and now have to charge them both an additional $55? how many other patients has this happened to? It seems like me and my mom had the same employee put in the order for us, so I don't know if this employee just doesn't know what she’s doing or what. July 31st I get the call that my glasses are ready for pick up. I went to pick them up on Aug 1st. I go in and try on my glasses. Both pair fit well and needed no adjustments. I did notice that my VSP pair felt a little lopsided but they looked straight in the mirror so I thought it was all in my head. Again the same employee I had before was helping me and when we finished, she takes me to settle the balance on my account. The woman at the window looks at my account and says “there’s no balance on your account. I have no idea what shes talking about. You're free to go”. Okay, awesome. I go ahead and drive home and get ready for work. While getting ready, I take my VSP glasses off and happen to notice, they didnt thin one of the lenses and thats why they felt lopsided. I didnt think to check bc I assumed that they had checked them for quality before handing them over. Now I’m frustrated between dealing with them not knowing what to charge me and now giving me a pair of glasses that I paid extra for not being done correctly. I call the office and explain the situation and all I get from the woman on the phone is “that’s so silly”. lol yeah it’s so silly I paid nearly $250 for my glasses and you guys can’t do a quality check to make sure they’re correct. She tells me to bring them and the way she’s talking, I get the impression that it will be a quick fix. This office keeps the most bizarre hours on Fridays (8-1), so I don’t get the chance to return my glasses to have the lenses fixed until Monday, Aug 5th. They have me leave the glasses there. When a couple days go by and I hear nothing, I figure this will probably take another 2 weeks like it did when I originally ordered the glasses. That’s the standard turnaround time for new glasses anyway. 3 weeks ago by and by this point it’s Aug 26th, so I call the office and ask “where are my glasses?”. I can tell by the voice that it’s once again the girl I’ve been dealing with. She tells me it’ll be another week minimum. Excuse me? It’s been 3 weeks when all I needed was a lense replacement, but I have to wait yet another week? I’m so stunned that I simply say “okay” and hang up. They finally called me yesterday, Sept 4th, an entire 4.5 weeks since I dropped them off to let me know they’re available for pick up. It has been 7.5 weeks since my initial appointment. There’s no reason a lense replacement should’ve taken over a month to complete. When ordering all new frames and lenses only took 2. I can’t say for sure but I believe someone dropped the ball and didn’t send them out for repair when they should have and this office failed to be transparent about that.
