I had a very disappointing experience at this office, specifically with the owner/manager Hector. Before any exams were started, I repeatedly asked for clarification on what my insurance covered and what my out-of-pocket costs would be. I asked when making the appointment and again while filling out paperwork at the office because I had just recently received my insurance cards in the mail. Despite repeatedly asking, no one provided clear information about coverage, copays, or optional charges before proceeding with multiple exams.
When it came time to choose glasses, I was told that blue light and additional lens add-ons were “prescribed” and could not be removed, even though I only wanted basic glasses and my prescription. I later learned many of these upgrades were optional, which felt extremely misleading and pressured.
After finding out I had a copay, I explained that my husband had my card because he had gone to pick up our daughter from school and I had been dropped off. Instead of handling the situation professionally, Hector became rude, condescending, and disrespectful. He called me irresponsible and said I was wasting their time. He repeatedly complained that he had to “do extra work” to find my insurance coverage, despite the fact that I was willing to provide any information needed if it had simply been communicated properly from the beginning.
He then shared a personal story about how, when his baby was born, a doctor took them to a clinic that their insurance did not cover and they were forced to pay out of pocket. He used this story to lecture us and told us we should “know our insurance plans beforehand and be responsible,” even after I had already explained multiple times that I had asked about coverage in advance and was never given the information I requested.
When my husband arrived, Hector continued arguing with us in front of others, blamed us for insurance issues, and spoke to us in a belittling manner. The entire interaction felt unprofessional, uncomfortable, and financially manipulative.
Patients deserve transparency about insurance coverage, optional charges, and treatment recommendations BEFORE services are performed. I left feeling misled, pressured, and disrespected rather than cared for as a patient.
