I have spent hundreds of dollars at this office in less than a year, purchasing two pairs of glasses for my children, and I walked in fully intending to purchase a third. I wasn't asking for a handout—I was a returning customer who has trusted this office with my children's eye care. Within seconds of walking in, before anyone even asked why I was there, the receptionist started telling me what Medicare wouldn't cover. She had no idea why I had come in, yet immediately made assumptions about my visit. That first interaction made me feel judged rather than welcomed. Then I was told my son was three months overdue for his eye exam. I take my children's health seriously, so I asked why I had never been contacted. My account has multiple phone numbers on file, yet I never received a phone call, text message, or automated reminder. If I hadn't happened to stop by, would anyone have ever notified me? Instead of acknowledging the lack of communication, the receptionist tried to shift the blame by saying there was no email address on file. Having no email on file doesn't explain why none of the phone numbers on my account were ever used. The doctor has always been great, which makes this experience even more disappointing. Unfortunately, the front desk sets the tone for the entire office, and this interaction made it feel like collecting payments and selling glasses mattered more than patient communication and follow-up care. Loyal customers should be treated with respect, not assumptions. After this experience, I'll be finding another provider that values both patient care and customer service.
