Tri-County Vision Associates

Customer service is terrible! When you run into an issue with your insurance they are quick to blame you. I called my insurance company and was told how to get my exam covered and all Tri county needed to do was resubmit under a different claim. Started with carol at the front desk, extremely rude on the phone upon picking it up then my issue got escalated to Penny who was even worse. She refused to try and resubmit it claiming she couldn’t and proceeded to yell over me on the phone and tell me I don't know what I’m talking about and neither does insurance. Extremely unprofessional way to speak with clients. Regardless if I was in the wrong this could have been approached so much differently instead she went for yelling right away. Little did she know I also work in the medical field and deal with insurance all day that I do indeed know what was being said to insurance but couldn’t get any words out with her talking over me. Be kinder to clients and maybe your Dr’s would want to stay!

Dr. Schramm and the contact lenses department in my experience is great; however, the glasses department was not helpful. I being an idiot bent the hinges on my glasses by accident. Called to see about new parts, was told that they don't supply parts. Okay, odd, but whatever. Said I could bring them in and they could try to fix them, if not, the frames would be warrantied if it was within the warranty period. Helpful but not applicable because mine had expired and I would have to buy a new set. At this point I was fed up as all I need to a hinge and two screws and they are trying to sell me a new pair of glasses that I don't need. Short of the long of it, 28 bucks on ebay to salvage the hardware off a used pair of frames. Good people, but don't bother with them for parts or service.

I want to share my experience in hopes that it can help improve the service, because the team truly has potential and good people. I purchased glasses here about 4- 5 weeks ago. The process took almost 3 weeks, even though I was originally told it would be 2 during that time, I had to call myself to follow up, and only then was I informed of the delay. I don’t mind if it takes longer, but the lack of communication was disappointing. When I finally received the glasses, everything seemed fine, until I started using them throughout the day. The frame kept shifting, and my vision didn’t feel right. This caused dizziness and discomfort, and at first I assumed the prescription might be too strong for me. So I returned to the store. That’s when I was told and noticed that the problem was actually the frame. The associate told me directly that the glasses were too large for me and not placed correctly. I even overheard her saying the frame was not suitable for my face shape or the size of my eyes. When you buy glasses, you expect to be guided toward a frame that fits you, especially if you’re not an expert in sizes or measurements. That day they made 3–4 adjustments, which made it clear the glasses had been improperly fitted from the start, explaining why I couldn’t see well. The next day, while using them at work, I realized they were still poorly adjusted. This time they were so tight that they left marks on my face and caused pain around my ears. That’s when I reached out via email, explaining that returning repeatedly is difficult for me due to my work schedule. After sending my email, I received a call, which I appreciated! but the call immediately started in Spanish, even though I never indicated that preference. I want to be clear: I have absolutely no issue speaking spanish! My concern wasn’t the language, it was simply the assumption. Assuming a customer’s language based solely on their name, last name, or appearance is an example of an ethnic/language-based assumption and can fall under what is known as linguistic profiling. This type of assumption is not appropriate in a professional setting. I understand the intention might have been to help, which is nice! and really supportive for the community, but assuming instead of asking can lead to misunderstandings and can feel discriminatory for many people! A gesture meant to be kind can end up coming across the wrong way if not handled sensitively. In the end, I requested a refund. Going back again to choose another frame, waiting more weeks, and repeating the process felt too excessive when it shouldn’t have been this complicated. I believe the store can improve in several areas: Professional guidance when choosing frames: Not just selling a pair, but ensuring it actually fits the customer’s face and needs. Proper initial adjustments: Poor adjustments affect vision, comfort, and the customer’s time. Clear communication: Informing customers of delays without requiring them to call first. Cultural sensitivity & Better follow-up: Ensuring issues are resolved without multiple visits. I do want to recognize and thank Naisha for her support and the way she handled the situation. She was patient, attentive, and very professional. She really made a positive difference !

Dr. McKeown literally saved my vision. I have been going to tri-county for years, despite moving away from the area. Dr. Mckeown has always been patient, and through. However, a few weeks ago, I experienced a visual disturbance which set off a cascade of other symptoms resulting in a trip to the ER. The ER did some Cat scans and blood work and told me I was fine and to follow up with my PCP. I followed up the following Monday. My PCP suggested I follow up with my eye doctor, as my symptoms and blood work indicated it could be something called giant cell arteritis. Dr. McKeown confirmed that there was AION. Following this visit I proactively reached out to a rheumatologist, who initially dismissed my symptoms, blood work and the diagnosis. However, after they spoke with Dr. Mckeown, they decided to begin the course of IV Steroids to reduce the inflammation. After seeing the ophthalmologist, they confirmed the steroids were working. The nerve now looks good and there is minimal lasting damage. He was the only one that took this seriously and I can't thank him enough!

I already loved Tri-County Vision but today Dr. Corkery made it even better she was fabulous with my almost 3 year old and made it a great experience!