I am extremely disappointed with the level of service I received. From the moment I spoke to the lady in the front on Friday 11/4 at 5:05pm wearing a camouflage hoodie , I was met with unnecessary barriers and a lack of basic professionalism. The representative continuously repeated information to me as if I were incapable of understanding, including insisting multiple times that their hours were 9–5, despite their own website clearly stating they are open until 7 PM.
I explained that my grandmother urgently needed glasses and that most clinics book out far in advance. Instead of offering solutions, I was met with dismissiveness and circular explanations. I asked if I could simply schedule an appointment, only to be told contradictory statements about walk-ins and appointments, repeated in a condescending tone.
To make matters worse, I was informed that I needed to provide a printed copy of my grandmother’s Explanation of Benefits—on a weekend—despite the fact that most patients do not have immediate access to printers. When I asked if they could print it for me, I was told their printer was for “internal use only,” which is something I have never heard in any medical or vision clinic. She also said “YALL” can go to the office max down the street.
She also stated she would need to call their billing specialist to determine if they were in-network, yet refused to simply take the necessary information from me and complete that step herself. I genuinely could not understand the reluctance to perform a basic part of her job, especially on a slow evening.
To top it off, she emphasized that they were “not a regular eye doctor,” making it very clear they had no intention of helping us at all.
Overall, the experience felt dismissive, unprofessional, and needlessly complicated. I left feeling more frustrated than helped, and I will absolutely be seeking care elsewhere.
