Wills Eye Ophthalmology Clinic

The DOCTOR is GOD syndrome is alive and well at Wills Eye Physicians, Plymouth Meeting, PA. During a follow-up phone call, Dr. Jeffrey McMahon was rude and disrespectful. I had to remind him that he is not allowed to treat me as if I'm an IDIOT! He admitted to being frustrated because he couldn't figure out how to explain his diagnoses. He said he hadn't mentioned my astigmatism because they are common and some people are even born with them. He said the numbers concerning my vision (20/whatever?) aren't important and did not tell me what they are. He admitted to being overworked with 30-50 patients a day a few times in the initial appointment, and his phone conversation reflected that problem. WORST experience. Wills Eye is not living up to its rep!

After more than 15 years with this practice, it’s time to move on. Their growth has outpaced their ability to manage it. The eye care itself is solid — but the front office has become a real problem: calls not returned, hold times that keep getting longer, and more than once being left on hold only to get forwarded to voicemail. You can scale a business without degrading the patient experience. Rewarding a loyal patient base with a ‘we no longer care’ attitude has its costs - this patient has moved on to a more welcoming and patient-centered practice.

I’ve been going to Thorpe Bailey Weber in Plymouth Meeting for over 30 years—dating back to when Dr. Zimmermann had his own practice. The doctors here are excellent, knowledgeable, and have always provided great care. Unfortunately, the front desk and scheduling staff are the complete opposite. The attitude starts the moment they answer the phone—no greeting, no professionalism. It’s immediately “date of birth, last name, first name—what do you need?” It feels abrupt and unwelcoming every time. What finally pushed me to leave was a recent call just to confirm whether I had an upcoming appointment or needed to schedule my annual eye exam. I was told—very rudely—that I did not have one and that they are booking six months out. There was no attempt to be helpful or even courteous in the interaction. It’s disappointing because the doctors are truly great, but the front office experience is consistently poor. Patients should be treated like valued clients, not inconveniences. I’ll be switching to another practice. My recommendation: invest in customer service training for the front desk and scheduling staff—because it’s currently the weakest part of an otherwise strong practice.

I cannot recommend Dr. Morin. I repeatedly told her during both the glasses examination and contact-lens fitting that I could not see clearly, but she dismissed my concerns and told me how I was “supposed” to see. I brought two pairs of glasses and contacts that gave me sharp vision, but she refused to examine them and gave me a substantially different prescription that left me seeing far worse. She also did not properly evaluate the placement and fit of the toric contact lenses. Before complaining to the practice, I contacted Alcon and described exactly what occurred. Alcon confirmed that the lenses had not been fitted according to their fitting procedure. I left the office unable to see well enough to drive safely and had to rely on knowing the short route home. When I called the office, I was promised a callback and received none. I would never trust Dr. Morin or this practice with my vision again.

I am also only giving this practice a 1-Star because that is the lowest available. I never did get the chance to schedule an appointment with Dr. Kosvitch or Dr. Morin because the person (girl receptionist) I spoke (briefly) with in order to schedule an appointment for a routine eye exam had an ANGRY VOICE and truly A CHIP ON HER SHOULDER. Within 1 minute of speaking with her, she told me that I was being rude, twice, within that minute when, in reality, she was being EXTREMELY RUDE AND CONDESCENDING! She, clearly, has a problem, and should not be in that position. She then put me on hold and never returned. I hung up and am very disappointed with this whole rude encounter. If there is a way to circumvent this receptionist and schedule an appointment with an optometrist at your practice, I would be happy to do so. I am an existing patient with this practice! (or should I say, that I WAS an existing patient)........does anybody care about this front desk reception with existing/new patients via telephone? Seems like with ALL of the complaints that are listed here, no one has done anything to improve relations/positive communication with patients.........? Horrible overall experience with front desk staff. No wonder they continue to act this way. Thank goodness I am not in a position to have to take this kind of treatment.......