Total Vision PC - Eastlake

I rarely write reviews, but this experience compelled me to share. I’ve been a loyal customer of Pack & Bianes (Eastlake) for over 10 years and have never had issues until now. I recently received a pair of prescription glasses, but unfortunately, the prescription was incorrect. I had to return them to be fixed, which was already inconvenient. What was more disappointing was that I was asked to pay additional fees for their mistake, and no apology was ever offered. Yesterday , I received a text that my glasses were ready for pickup. I called to schedule a pickup, but the receptionist placed me on hold for 15 minutes, only to tell me that there were no available appointments and that I would need to wait another two days just to pick up my glasses. To make matters worse, the receptionist was very rude and ended the call abruptly without any courtesy. After being a long-time customer, this experience was extremely disappointing. I hope the management addresses both the service quality and customer care moving forward.

This a great place to get outstanding eye care. I have been a patient for 20 years and appreciate all of the doctors that have cared for me. The facility is modern and advanced. Dr. Pack and Dr. Bianes lead a great team.

Booked an appointment 1 week in advance, received email confirmation and reminders that my appointment was confirmed, then receive a text stating that they double booked with another patient. I offered to change my scheduled time during any open slot for the same day; however they were unable to accommodate me and would not be able to fit me in until 2 weeks later. I have been a patient with them for over 10 years but unfortunately will need to change offices due to the lack of professionalism.

The doctors are very nice and knowledgeable and they get me in and out of the appointment really fast but the front desk receptionist is very rude. Seems like she hates her job and she is unprofessional as she referred to me as “this girl”, even right after I had told her my name. I understand if she forgot my name as there is many patients but she could’ve referenced me as “the patient” instead of “this girl”. I had a question about one of the charges that was on my invoice and I went back in after my appointment to ask if I could speak to someone. The same receptionist left to grab someone to help me and when she was explaining the situation to the doctor, the receptionist said “well this girl wants someone to describe what refraction means.” I do not no the receptionist name as she did not have a name tag and she did not tell me her name, but she has tattoos and she did not once tell me to have a good day , she did not say “thank you for coming in” and she honestly seemed annoyed that I was asking questions about what I was being charged for. I have been coming to this office since elementary school and I’ve never had an issue until now as an adult. Even when I checked in for my appointment she just looked annoyed that I was bothering her when I just asked where to sign. Please get a new receptionist.

This is the best place to get your eye exam and glasses. One of my daughters saw Dr. Pack and my other daughter saw Dr. Trajano. We love Barbara because she was so amazing over the phone and was able to get them in for an appointment the next day, which is unheard of. Both the doctors were very nice, sweet and made my daughters feel very comfortable during their appointment. This was my youngest daughters very first time getting an eye exam and she said she really felt at home. We love Frank for being being so outgoing and quick. Everyone was so friendly. I also noticed everyone wearing a mask and following safety precautions by cleaning the machines and rooms immediately after use. The office was clean and customer service was great! I will definitely be referring my friends and family here! Thank you for making their appointments positively memorable!