I had a very disappointing experience with this office and would not recommend it based on my experience. The biggest issue was the complete lack of transparency regarding the protection plan that was sold to me. When I purchased my glasses, I specifically asked what the protection plan covered because my primary concern was losing my glasses. I was clearly told that the plan covered both lost and damaged glasses, which is why I agreed to purchase it. When I later called after losing my glasses, I was informed that the plan does not cover lost glasses. That was the exact opposite of what I was told when making my purchase. When I called to discuss the issue, I spoke with Karen. While she never raised her voice, her tone and choice of words came across as dismissive and unprofessional. Rather than listening to my concerns or acknowledging that there may have been a misunderstanding on the office’s part, she repeatedly implied that I must have “misheard” or “misunderstood.” It’s frustrating to be told that the mistake was yours when you specifically asked questions to avoid this exact situation. My concerns didn’t stop there. During my eye exam, I explained to the doctor that I had previously worn bifocal lenses and did not like them because they caused more problems than they solved. Despite sharing my past experience, I was strongly encouraged to get bifocals again. I trusted the doctor’s recommendation, but unfortunately, I ended up with the same issues I had experienced before. I also expressed concerns about my family’s eye history and my significant light sensitivity, which continues even while wearing these glasses, and I requested a referral to a specialist. Instead of feeling heard, I left feeling like my concerns were brushed aside. Patients know their own experiences, and those concerns deserve to be taken seriously. Overall, this experience left me feeling misled, dismissed, and unheard. Honest communication, respectful customer service, and listening to patients should be the standard at any medical practice. Unfortunately, that was not my experience here.
