Been here a few times and introduced my family to the practice based on the great doctor, Dr. K I had when I went. His service was phenomenal which is why I referred my family members. They did not end up getting the same doctor and instead got another, who is still a typical, good doctor, but nothing exceptional compared to dr. K. When I asked if I could book appoints with him going forward, the front desk was not very helpful and have scripted responses.
The next time I took my brother here, he had his exam done but when it came to choosing frames is where it went downhill. The lady helping us was presenting herself as helpful but in fact did not review his insurance policies correctly and gave us the wrong information of what we can chose from and what would be covered and what we would have to pay. She said multiple times how she’s been working there for decades and we should trust her word and was honestly more concerned with my brothers skin tone than anything else. I get you want to make a sale but at least know your stuff. Anyways we picked out one of the frames that she said is covered and paid $15, based on the limitations of the insurance she told us. A couple days later we got a call saying that she actually messed up and missed something and those frames are actually full price for him or we could come back and pick out different frames. It’s important to note that we asked her multiple times if she’s sure that that tier of frames were covered, because my brother and I have the same insurance, and the same thing happened to me where (another employee) conveyed the wrong info to me and had to redo it at the last minute. Thankfully I hadn’t left the store yet and she caught it before we made any decisions. My brother on the other hand was only here for a week as he lives in another state but wanted to go to the doctor I was raving about. We, not any regular person has the time or energy to make rounds to this place to fix a mistake they overlooked. Now we have to make the trip back to pick out some other frames for him because of this lady’s lack of attention. It’s really interesting to me how this has happened not only once but twice, curious to know how these people read their clients insurance info. I’m sure this has happened to plenty others solely based on these employees irresponsibility. Not sure if it’s a scheme to get people to pay for frames they typically wouldn’t and they really on customers not willing to come back to reselect? If you’re planning on visiting this site I’d be sure to continuously ask whoever’s helping you to double check what your insurance covers and then maybe ask them to triple check after that. Super unprofessional.
Thanks for sending us this valuable feedback! We are very unhappy that you had such an unsatisfactory experience. That really matters to us. We'd love to hear more so that this is made right. At your convenience, please call our Optical Manager, Hope at 443-725-7007 M-F 9a-5pm.