On Saturday the 25th, I brought my son in for his first eye exam. The exam itself went fine, but everything that happened afterward was incredibly frustrating and unprofessional. When they called the day before to confirm the appointment, they specifically asked if he was interested in contacts. No one mentioned that they “don’t do contact lens trainings on Saturdays.” When we arrived, they asked again if he wanted contacts still no mention that training wouldn’t be available. After the exam, the doctor himself told us they would do a contact lens fitting and training. Then suddenly, at checkout, I was told they “didn’t have time.” I was shocked. After I pushed back, the staff member said she would do the training but only give him 15 minutes, and if he didn’t get it in that time, we’d have to come back. Thankfully, he had no issues at all and completed the training quickly. Next, when I went to pay, I was told there would be a 3% fee for using a credit card something that was never mentioned upfront. When you’re spending nearly $800, that’s something customers deserve to know ahead of time. Better communication and better training for the staff would go a long way. After paying with my debit card, being told his glasses would take 10 business days, and being told I had to come back for a follow‑up appointment, I was then informed they would not release his contact lens prescription until that follow‑up even though I had already paid for the contact lens fitting. I later learned that this is against Nebraska law. Nebraska statute 69‑310 clearly states that a provider may not refuse to release a prescription for contact lenses once the exam and fitting are complete. There is no legal requirement for a follow‑up appointment before releasing it. Because of this, I will be filing a formal complaint with the Nebraska Department of Health and Human Services, which enforces the Consumer Protection in Eye Care Act. Customers deserve transparency, honesty, and compliance with the law none of which were shown here.
