The Eye Team

I called to schedule an appointment for my son and I for our yearly exam. The receptionist put our information into the computer, confirmed insurance, etc. After a few minutes, the receptionist told me that my insurance was coming back as “inactive.” I was concerned about this, but since I knew my premium was coming out of my paycheck, I scheduled the appointment and called my insurance company. I do, in fact have active vision insurance. I called the office again, asked them to verify the insurance they had on file, along with the group number, etc. They would not give me the number that they had on file. Whoever I spoke to just continued to say that the insurance was inactive, even though I confirmed with my insurance company that it was not. The girl started to explain to me that there is a difference between medical and vision insurance (I’m well aware). She told me that since I didn’t have vision insurance (which I most certainly do), we would have to be self pay. I canceled the appointment and told her we would be going elsewhere. My family has been going to The Eye Team/ Zanesville Vision Care for several years, however we will not be returning. Office staff are rude, patronizing, and do not listen to patients. We will never return.

Was told it takes 7-10 days for my eyeglasses to come in. Well, it's been 26 days and counting. Update: glasses are now here and everything worked out well. They do have a great team, very helpful and friendly 👍.

I've worn glasses since I was 4 years old. I've been to many optometrists over the years. This was a ver pleasant experience. The office was busy, yet I was treated quickly and efficiently. The staff, as well as the Optometrist, were friendly and kowledgable. I received a thorough exam and accurate prescription.

Great initial experience. Dr. Shields was kind and attentive. Unfortunately, that is where it ends. -My experience on 1/12 was with a Mariah. She is the clinical manager. My interaction with Mariah was ridiculous and immature. It became rather clear that this was not going to be a productive conversation rather quickly. My expectation was that she was going to hop on the phone and, at the very least, set me up for success with the soonest appointment that I could get and some basis of what was in stock, so that the doctor and I could pro/con them quickly. (You know, be prepared?!) Mariah refused and was extremely argumentative when I asked for a list of options that WE could discuss at the appointment. She refused to give them to me and made excuses that logically did not make sense as to why I couldn't have them. I pivoted to the appointment and for over 5 minutes she deflected by attacking me and accusing me of things I was not doing. I once again claified with her that waiting the two days for Dr. Shields to respond to the message was pointless as I was going to have to come in. She confirmed. I then asked her again about the times since I was never told about the 90 day deadline by her or the front desk staff. Her response shocked me because she blamed THE DOCTOR. On the floor, in front of patients, during business hours. Point of record: I was sold on this by staff and Dr. Shields. The conversation went about as well as you would expect as she continued to ignore what I was saying I needed, arrogantly told me that I would have to deal with her because she has to triage me (she thankfully walked that back when I made very clear she wasn't getting anywhere near my body), etc. -My experience on 1/13, was with Sarah Bronson. Sarah is the office “manager”. Sarah called me just after 8 am. I was confused as to why she was calling as I had made it abundantly clear that I intended to speak to the doctor during my appointment time at 11:45. It was at this point that I learned that Dr. Shields had been notified of what had happened and her and Sarah had discussed it and the doctor had delegated the resolution to Sarah. Interesting…Sarah started to do what office managers do (bossy, etc.) and I shut it down. I made it clear that I was working for a resolution and that I was reviewing if I would be staying with the practice, and Sarah couldn’t handle that. She got shrilly, her tone became more hostile, and she started to make personal attacks instead of just addressing the issue. One comment that stuck out was when Sarah rudely shrieked I need to take accountability. Accountability for what? I don’t control others; just myself. The irony? I had taken accountability. Multiple times. I knew where I screwed up and I was just trying to work within their RIGID structure. The conversation proceeded and it was ineffective and rather hostile. I couldn’t believe that a MANAGER was once again speaking to a patient in this way. At some point, Sarah decided that she was just going to pass the buck and that I “the doctor would reach out” and then she hung up on me. I called back several times and was hung up on multiple times by the reception staff…at the clear indication of Sarah. I finally was able to get her back on the phone and I laid out where I was at for resolution and, while she did let me speak, she refused to pick anything and led with more snarky comments and a hang up. So, while these women are behaving completely unprofessionally, their behavior is being supported by the doctors. I don’t see how they are not aware of this, especially with recorded calls. So the failure of this situation does partly fall on them because they are in charge of hiring. I would strongly strongly strongly consider looking elsewhere. It seems to me that there is an attitude of “we can do what we want because we don’t have a lot of competition in this town” and “we will gaslight and be rude to patients who know how to advocate for themselves”. You will not be supported by the staff and the doctors are conveniently unreachable by phone.

Everything was fine just that don't like the way my glasses were made. My bifocal was way to small to actually use them for the purpose they were designed for. Which would be closer up. 😒