Before scheduling, I called to confirm that the practice could write a prescription for contact lenses that they do not carry. The lenses are being phased out amongst many practices, but I buy from the company directly since they are the most comfortable lens that I’ve tried. The woman I spoke to said that this would be possible.
When confirming this would be the case before my exam, they confirmed again. Then the provider scheduled to do my exam came out and let me know that wasn’t possible. I replied that it was no problem, that I’ll look for another practice, and thanked him for confirming before my exam. I was met with a rude demeanor when he said “they’re older lenses, no doctor will write that prescription without having those lenses in office”. I calmly said okay, to which he sarcastically replied “so good luck, you’re going to be fishing for a while”. I said noted, thank you, and left.
The same week I found another practice that wrote me a prescription for the contact brand I prefer. My copay was also going to be over $100 more than the practice I ended up going to, using the exact same insurance policy.
Because it was clear I would not be purchasing contacts through them, the provider was incredibly distasteful and unprofessional. It was a bummer, because most of the reviews are outstanding and they had some cute frames I was interested in. Provider needs to learn to communicate kindly and professionally.
Edit: To be clear, the practice that wrote me the prescription is one that I have been to, but much further from my home. They have fit me in the past and observed the lenses on my eyes. Great independent practice. I chose to try Urban Eyecare because of the great reviews and convenient location. The issue was not the miscommunication; it was the gross level of disrespect and the provider’s ineptitude in effectively communicating. Traveling the distance to my previous provider was well worth it. You truly do get what you pay for, service and professionalism alike!
