The receptionist attitude was disappointing. As soon as she saw she had around 12 patients, she immediately started making faces like she didn't want to be there. It was obvious enough that it made me uncomfortable as a patient. I understand healthcare can be busy, but patients shouldn't feel like they're a burden just because the schedule is full. A better attitude and more professionalism would make a big difference. read more

Acuity Eye Group - Receptionist - Optometrists Near Me - Arcadia, California

I am writing to express my sincere appreciation to the clinic manager at the Arcadia office for his incredible kindness and swift action regarding my recent cataract surgery. Without his willingness to go above and beyond his daily responsibilities, my surgery literally would not have happened. Thanks to his intervention, the surgery went forward and was a success. My vision is now beautifully restored and I am forever grateful to him. Thank you for being the kind of leader who looks at a patient in need and takes immediate action, even across different locations. You deserves to be recognized for your professionalism, compassion and for being a true champion for patients when they need it most. read more

I had a great experience with front desk at the surgery center in Arcadia Carmen Franco was very helpful with all question very nice respectful read more

I had an appointment with the ophthalmologist on 3/3/25, and the entire experience has been a NIGHTMARE from start to finish. First, it was nearly impossible to even make the appointment--I was on hold for close to 4 hours just to get scheduled. When I finally arrived at the office, the receptionist claimed they hadn't received the authorization from my PCP--even though that form was required for me to even book the appointment in the first place. After I had my PCP resend the authorization directly to them, the office then told me my insurance was not valid. As someone who works in HR and processes employee benefits, I knew this made no sense. Because I was in so much pain, I paid upfront just to see the doctor and planned to sort out the insurance later. My insurance claim was processed and paid on 4/11/25, but as of 9/15/25 I still haven't received my refund for the upfront payment. To make matters worse, the reception staff and billing department were extremely rude and unhelpful. I've been calling every two weeks for the past five months, and no one has provided any real updates or resolution. Avoid this place at all costs. Between the unprofessional staff, lack of communication, and failure to issue refunds in a timely manner, this has been one of the worst healthcare experiences I've ever had. read more

I received a statement couple days ago. It shows that I owed $15, dated back 3 years ago, 2 years ago and last year. It doesn't make sense. I already paid copay when I came to see the doctor. I would not be able to see the doctor if I didn't pay. I would ask Acuity Eye group to void the bill ASAP. It is ridiculous. They always threaten me by sending it to collection company. It is not the way how they do business. BTW, I called 626-574-0022 on the statement many times. No one answered the phone. I left voicemail many times. No one called me back. What kind of company is that? I called 626-574-0009 today about the bill. I was told no record is found by my name, DOB, Phone number and account number. read more

I'm coming from more than 1 hr drive, my dad had and appointment at 10 am we got there at 930, they told me at that time he had 5 patients ahead of him now is 1:47pm and he havent get his thing done this is ridiculous is just a 20-25min process they had a lot of patients which I don't think they sure have scheduled that many because they don't follow the schedule and then they can even eat nothing my dad has diabetes and high blood pressure. This need to change this is so ridiculous cuz they don't have enough chairs for all the patients. And then I will ask the front desk ladies and they don't no anything and gives me attitude. read more

Acuity Eye Group - Almost 2pm and I'm still here - Optometrists Near Me - Arcadia, California

Terrible service and management. My dad WAS a patient here. He's 80 years old. Two times he was taken here on a an appointment and told they had to reschedule him. It's not easy leaving the house for appointments at that age. Very inconsiderate staff. In addition, calls to the office go to a voicemail box that is full. During office hours. Complete BS. read more

This is my second time visiting this facility for a family member's surgery, and both times the receptionist, Carmen (heavyset older lady with blonde hair and sometimes wears dark glasses) has been extremely rude and unprofessional. On my most recent visit, she was openly cussing in the waiting area and loudly arguing with a caller. At one point, she put the caller on hold for an extended period simply because they weren't sure of the patient's date of birth. The entire interaction was unnecessary and inappropriate for a healthcare environment. Even when she isn't arguing, her attitude toward every person walking up is consistently dismissive and unpleasant. I'm not even a patient here, but as someone accompanying a family member, I find this behavior completely unacceptable. In my opinion, your experience begins the moment you approach the front desk -- and based on what I've witnessed twice now, I would not recommend coming here for care or service until this issue is addressed. This isn't a one-time situation. The same type of behavior occurred on both visits, which makes it clear this is a pattern, not an off day. I strongly encourage management to take this seriously. Patients and their families deserve to feel respected, supported, and at ease -- not stressed by unprofessional behavior from the very person meant to welcome them. I emailed VP Johnna Furesh to file a complaint after speaking with multiple nurses and finding out there have been previous complaints about her. Carmen, do better. At your grown ahs age, I'm sure you wouldn't appreciate your son being spoken to that way. No way to treat elderly people, nor patients in general. Sounds like your negative ahs needs a new job. DO BETTER!!!!! read more

The nurses of Dr Reid Weisman are so rude, if they don't want to be there then leave. They are constantly just talking in the back leaving people in the waiting room, then they proceed to sigh at every request. Is very uncomfortable just being there read more

At the facility on Santa Anita, I sat in the waiting room for 2 hours, waiting for a family member while they had surgery, and the front desk receptionists and director of nursing made no effort to hide confidential patient information as they shouted back and forth to each other. One of the receptionists answered her phone on speaker and proceeded to discuss patients information, (name, DOB, their medical conditions/procedures) broadcasting it to anyone who is in the lobby. I cringe and feel so bad for the patients and family members on the other end of the phone. They have no idea this happened to them or their loved one. I attempted to report them to CDPH, but the name of the facility was not recognized by them even though this is a healthcare facility providing outpatient surgery. Please beware of this for yourself, family member or friend. read more

The women in the front office are very rude. They are dealing with a lot of elderly people and have no patience. I took my mother in law and while I was waiting I observed the way they talk to people and it's ridiculous. Not sure why people that don't know how to treat people or have compassion work in the medical field. read more

I went to the location in Arcadia california. I went there on September 5th. The reason I went was because there was a cloudiness in the lower vision field of my right eye. Upon finding out I was diabetic Dr Ward check me for diabetes eye problems. There were none. The appointment went fast and I was out of there quickly. That part I was happy about. But Dr Ward never addressed the problem with the vision field of my right eye. Which was the reason I went there in the first place. Over the next couple weeks my right eye got worse, I got flashes, double vision and blurry. So I made an appointment and I saw them on Friday a week ago from today October 4th. It was a few days before my scheduled follow up. They took pictures of my eye like they had before but this time they said I have a retinal tear. They then sent me to a second location in Pasadena where they did the same thing and said I have a retinal tear.. so they scheduled me for surgery which would have been yesterday October 10th. The doctor at the pasadena location said he was going to be out of town but Dr Ward could do the operation. Yesterday Thursday October 10th I went to their surgery center and they determined they cannot operate because of my being overweight it was preventing me from breathing when I was laid down flat on my back. They then told me I needed to be operated on in a large hospital which has all the proper equipment such as a machine that breaths for you and proper hospital staff in case something should go wrong. The surgery center they were trying to do the operation in does not have all that. Dr Ward said he would call and give me a reference but he did not do that yesterday or today. I called around trying to figure out what to do and the best advice seems to be to go to the emergency room of a major hospital and wait for them to see if they will help you. I'm now the UCLA medical center in Westwood I've been waiting here over three hours, in the the emergency room. I really feel if acuity eye group had handled it better I wouldn't be sitting here blind in one eye hoping for reattachment. Dr Ward told me that they like the reattachments in about 10 days, now closer to 2 weeks I would estimate. From the time they determine I needed reattachment to wait 6 days it seems like a lot. Because it seems that time is of an essence with this type of operation. I understand the longer you wait the least likely you will have a good outcome. I don't really know what else to do. And as I said Dr Ward never called me today with a referral. It's now after 5:00 p.m. on Friday. I feel sad, I trusted Dr Ward, now I feel he doesn't really care about me. He knows how important this operation is for my eyesight he should have been on top of getting a referral right away. Also they could see how overweight I am they should have got me up on that table right away before they even scheduled the operation to see if I could handle it to see if my breathing would be okay. If this delay causes me to lose this eye I don't know I'm going to do. I don't know why they would take such a casual attitude towards people's vision. read more

Dr. Chen is amazing! This eye surgery center is extremely professional and has made so many upgrades in staff and it's facility, including knowledgeable and supportive employees, a very clean space and area, and great care. The team makes you feel comfortable from the moment you are given a bed, and takes the time to explain everything clearly especially if you already come nervous. They make sure you have everything you need and assure you as much as possible that you will be okay! They are considerate of many things, especially those individuals that have really bad anxiety. Trust me, they get it. If you need to call in or speak to someone, I recommend having your information ready and prepared so they can thoroughly assist you with any questions, comments, and concerns. It is always encouraged also to come in person if you feel more comfortable doing so. I am surprised to see neg. reviews on here that appear to stem from unresolved personal frustrations rather then something that could have been resolved in person. Overall, great experience, great spot to get your cataracts done! read more

Doctors are thorough, explain everything clearly. It's the reception staff that are rude. Be prepared to wait a long time! Despite having a scheduled appointment, I was not seen until 90 min of waiting. There was no acknowledgement upon arrival. I quietly asked at the 50 min mark if there was an ETA? Bernadette (I believe that's her name) rudely and unprofessional response, "there are other people in front of you". I observed her interactions with other patients, same unprofessional manner. read more

There is no optometrist at the location. It is telemedicine. So if you need a glasses prescription it looks like they have good choices but there is no in person professional if that is important to you. That is not clear when you make an appointment online. They only tell you when you arrive. read more

i was referred to these folks by United Healthcare. i called to get an appointment. The answering service asked if i would like a call back as there were 15 calls ahead of me. i took that option. An hour later i got a call back. It took 30 minutes for them to get to the point of saying they'll check to see what is available. It is March 4 today and the soonest appointment was mid June. I told him never mind, i'll find someone else who can help me sooner. He said he can check other offices first something sooner. i asked if it would take another half hour to check. He started checking and very triumphantly says he found an office that has an appointment in mid June. that's what the original offer was. No thanks ... goodbye! I give this place zero stars if i could, because that's how much they helped me ... ZERO!!!! read more

Got a call from Tina of Billing Department on 02/07/2024. I have to explain again what happened again and she took not of it on the account. I confirmed again that Dr. Chang saw the patient only to say that he cannot examine, assess or do the treatment because there is no insurance authorization yet and he will reschedule the patient a week after. So no procedure code for examination should be claimed from our insurance because it never happened and so the insurance company won't collect co-pay. She took note of the conversation and will inform the provider services department/office to check it and get back to me. She noted the conversation. She also mentioned that the clinic manager should have handled it. However, the clinic just pushed us back to billing department. From 02/07/2024 call, no response or update received from the clinic and billing department. read more

Acuity Eye Group - Optometrists Near Me - Arcadia, California

August 10, 2024 To whom it may concern; including, but not limited to upper Management: On Wednesday, August 7, 2024 at 9:40 am I, Katherine F. Antillon had a referral appointment with Dr. Tom Chang. The prior doctor was very concerned over the status of my right eye; recommended for me to be seen by a specialist right away. During my exam with Dr. Chang who briefly reviewed my condition with his bare hands (without proper sanitation gloves); quickly, dismissed the years of deterioration to the right eye. He stated that there are holes to both of my eyes where there is no real danger; to be seen in three months, end point! With the longevity of specialists since 1971 with UCLA, Kaiser Permanente, Saint Mary's Hospital, also, Khanna Vision Institute; I have Never experienced this cold hearted, cattle treatment with this particular doctor. In fact, I will take the next step to be seen by another specialist who will properly address my concerns in a professional manner. In hopes, to nip this matter in the bud quickly; not to negatively impact any future patients. Thank you for your immediate response and attention. Sincerely, Katherine F. Antillon read more

I had an appointment for 11 am today. I arrived on time and filled out an enormous pile of paperwork. I then waited 45 minutes. When I asked when I would be seen they told me they were understaffed and running late. I would first see a tech for 30-45 minutes before even seeing a doctor. The problem I am having is not in my eye but around it - but they planned to dilate my eyes and do a bunch of other tests I likely don't need before the doctor had a chance to evaluate what testing needed to be done. I decided to leave and canceled my appointment. I will not be back. Lots of folks in the waiting room looked like they had been waiting even longer than me. read more

I have shared that all the negative reviews about the wait time and billing process are definitely credible. It's has been 9 months since my cataract surgery and I've experienced long wait time ( more than 1 hour), erroneous billing process (ignore the prepayment they insist on collecting prior to surgery), wasting time on numerous phone with my insurance Cigna and Acuity billing department (sounded like outsourced outside US and completely not helpful!) go somewhere else if you have a choice!! read more

Zero stars for the optometrist office. This is a virtual office where offsite optometrist performs screenings via zoom. For $209 dollars, my optometrist could not log in to speak to me directly, bathroom was dirty. Staffer jessica was disinterested to help while the manager only seemed to care to make a sale. Manager could not tell if the prescription was for contacts or lenses....seemed she's not familiar with her own forms. And the funniest thing: Staffer Jessica had handed to me trial boxes and the manager , after learning that I would not be buying one years supply, angrily took them away. I was like...are you serious???? Never again! read more

The call center representative that assisted me was Very Professional and helpful. Fluent in Spanish and very knowledgeable. Explained the process. This Rep should be getting paid $25 or more per hour. First time I receive this type of BEYOND EXCELLENT SERVICE read more

Refuse this surgical center if you value your time. Had a 9am appointment. Arrived 20 minutes early for paperwork, etc. Wasn't called for surgery for TWO HOURS. Poor excuses from the front desk staff and lack of specificity told me they had no idea what was going on, nor did they proactively reach out to keep us informed on the delays. Customer service and respect for the patient is a zero here. read more

The staff there are horrible. They called to make me my first appointment and Left a message. They did not leave who the message was for, or what city the appointment was in, Or which doctor? The day before my appointment they did call and leave a reminder of the appointment. When I remind arrived at my appointment. They told me they had canceled it, and if I had called in now get this "IF" I HAD called in they would have told me it was canceled! Who calls back in on a reminder call, Not a confirmation Call, a reminder call! The worst service ever! Now, if that is the front desk service, can you imagine what the back office is going to be like? It wouldn't let me post unless I gave them a rating. I give them a double zero read more

Let me clarify that a one star is not for the front office staff or Dr Wainess, but by the way the corporate office handled my concerns or should I say the lack of handling my concerns. I had surgery over a year ago and things didn't seem right. I went back several times over the course of a year. Basically I had cataract surgery and was offered an upgraded lens for almost $ 4,000.00. The upgraded lens promised to give me better vision and be able to get rid of my "readers". The lens did not work as promised and I wrote to the corporate office to file a claim for a refund. It went ignored, I sent them a second letter and it was also ignored. A friend suggested that I must have signed an arbitration agreement and that's why they felt no need to approve a refund. If indeed I did sign an agreement, why didn't they respond instead of silently lawyering up. Don't go to a place that can't be trusted to do the right thing. read more

It is truly hard to believe that anyone would bother with Acuity Eye Group.I tried several times to reach someone at the Pasadena office, after waiting 30min each time I was transferred to what they're calling the contact centre None of these people are professionals and living outside the country with no answers to medical questions asked. I've never experienced anything like it and being a resident of Pasadena all my life, I will make sure that I share this info. How can anyone take Acuity company serious read more

First class organization, very professional, very clean and professional looking place with a parking structure downstairs so it's easier to park. The front office staff is very helpful and professional and caring. Dr. Wayne, very professional, helpful and courteous. Was able to diagnose my problems very quickly would recommend to a friend and family. read more

Rushed. Crap customer service. Poor treatment planning. First, trainee joined the tech providing treatment without even asking me if that'd be okay. Always want to obtain consent when someone is training because their training is not part of my care. Already knew ethics not high at this place. Naomi (front desk) made me feel rushed and insignificant. But when I asked for her supervisor's contact information, that's when her attitude corrected. Never fails. Naomi is not customer service oriented, not enough warmth or responsibility in her delivery. Took no ownership of the problem; tried to separate herself from the rest of the treatment team to evade responsibility, which made me even more angry. Added a star for Dr. Gabrielyan. She seems competent but should have planned with me for my eye glasses. The way they billed the insurance, I got to make 2 more trips at the minimum. I'm sorry I want to take care of my eye care in less visits, not more. Don't recommend this place. read more

DO NOT GO HERE! They do not answer their phone!! Their eye surgery coordinator Brianna is completely useless and careless, it's unbelievable. Purposely ignores call but this is the only person you can contact to schedule an appointment with for surgery. Finally after weeks of calling she randomly answered and when I asked her why she didn't call back or answer any of my messages she had nothing to say and simply asked if I wanted an appointment or not. Everyone at the front desk was rude and unwilling to do their jobs. They will ignore you straight to your face and will have the nastiest attitude if you ask them anything! I have no idea how this business is still running. The most unprofessional medical establishment I've ever been to. Every number provided will not answer. You will be on hold for hours and still no answer! Surgery is two days away, they still have not provided a time for arrival/surgery. I'm suppose to put in eye drops two days before surgery, I'm calling to simply ask what time I should be applying them and NOTHING. We were referred to this place because it was the location that can offer the "quickest surgery" but not only has it taken much longer than any other location would have, but I've had to drive hours to this location and just to be met with the most unprofessional staff ever. Go anywhere but here! AWFUL! read more

It's hard to review because I can't get anyone to answer the phone. Currently I'm on hold for the 3rd time. The first time was over 30 minutes on hold then hung up on after a brief message that they were closed for 1 hour lunch. 2nd time (after their lunch) I was on hold for 20min when I saw the 24/7 call center #. I hung up and called that #, same answer machine message and now on hold for 10 plus minutes. I was referred to this place by my attending physician. I will be reporting this service to him and my Insurance carrier. read more

Very bad at communicating with patients. Had a hard time getting someone on the phone. on hold for an hour. Front desk was very rude. Would not recommend this place to anyone. read more

I have been having issues with floaters in my eyes for well over 20 years. I have started having issues with a milky white floater in my left eye. I previously had a diagnosis of a retinal tear from America's best. I made an appointment with Dr. Tom Chang for today and at my appointment he was very condescending explaining that I didnt have any problems which were an emergency. I asked well what about the floaters and he said its because of age. Well I'm 35 not 135 and I told him this and he said it didnt matter. I asked about fixing the situation and he said he would not recommend it as I could "go blind" so with his logic if I got into my car I could get into an accident. I explained to him that I have been suffering with the floaters for years and years he didnt care he told its its annoying not dangerous and not worth fixing. Considering I'm the one who's been suffering and I now have a new floater issue with my left eye I think it is worth fixing regardless of the lack of interest from Mr. Chang. I do not recommend Dr. Tom Chang for anything. He's not a good ophthalmologist. read more

The fact that I had to create a yelp just to actually make a review of this place is very telling. Firstly, very rude front desk, even for a question, she just keeps giving attitude as well as walking out of you. 1/3 of the front desk are nice. They are very rushed which is just giving less care and trying to just hurry with the visit and finally, a pile up of exams for no reason. read more

I have macular degeneration and I have been seeing Dr. Ward for injections biweekly. I had a failed appointment due to my ride having personal difficulties. It was too late to Uber. I called the office six times immediately but the voicemail box was full. I then went online and the "chat" being told me I would be contacted within 72 hrs. Since I thought I was dealing with reasonable people, I went on my way. I did get a call back from a lady who left a message. The message was unintelligible. My grandmother's parakeet would have been easier to understand. Spoke too fast and was garbled to boot. Wrote down what i thought the number was and got the call center on the second try. The young man told me he could not make an appointment for me but would leave a message. No call back. I have tried calling since, leaving messages on voicemail and email and speaking to their overnight telephone exchange person. Total of 30 attempts with no response from these folks. The doctor and office personnel are great, but their office business practices are abysmal. read more

If you need exceptional eye care from Routine Refractions ( rx for glasses or contacts) you want to see Dr. Gaberilyan. She was outstanding ! I've even been in this field as an Optician and I had the best Refraction by far hands down. Can't wait for my daughters to see her. Coming back also to see an Ophthalmologist for early cataracts & a dry eye problem. Great front desk staff and they were on schedule. Highly recommend this office. Get in and get out quickly and you leave with the trust & confidence that you had the very best eye care! read more

Here is my experience of dealing with Acuity eye group Arcadia office. On 8-28-2024 I had an eye exam and ordered a pair of glasses. I had an appointment and yes, it was long waiting time. I was scheduled to pick up my glasses on 9-11-2024. When I came, folks on the front desk said that my glasses mistakenly had been shipped to a different office. We agreed that the glasses would be shipped to my home rather than to Arcadia office. I waited until 9-24-2024 and called them. A man who introduced himself as one of the managers again promised to ship glasses to my home. Few days later I received my glasses. With one lens fallen out and holding screw missing though. I called them and asked to mail me missing screw in a regular USPS envelope and I would fix it myself. The man said they only ship by FedEx or UPS, can't remember exactly and it costs $25. He offered me a $10 refund so I would go to a local workshop to fix the glasses. I said either way would be fine and he promised me to call or email by end of day 3-10-2024. Nobody called or emailed next 3 days. No refund was issued, no missing screw was received. Today, 10-6-2024 I bought a glasses repair kit and fixed the glasses myself. Fortunately, the screw matched the frame. Otherwise nobody knows when I would've had working glasses. Their customer service is below zero. One thing I regret, I didn't read customers' reviews on Yelp before going to Acuity eye group in Arcadia. Most of them in last two years are one star. Can't imagine who gave more than one. read more

Well during the the COVID 19 pandemic, I was worried about finding an eye office open. This place was nice, clean and staff very kind and professional. Social distance and sanitation was followed. Dr Mancilla was amazing and kind, Robin was very very helpful and kind as well. Thank you for all your help. read more

First off, I usually do not take the time to write reviews, BUT Acuity Eye Center in Arcadia is an acception! I needed to find a new eye care practice after over 20 years with my previous doctor whoid's closed during the pandemic and probably will retire. I have been very satisfied with Acuity Eye Center in Arcadia. Their office staff, technicians, and Dr Melody Kim are all very professional, informative, and helpful. I have had 3 appointments; first as a new patient, getting a new prescription and glasses, second to get fitted for the new glasses, third for a followup for a legitimate medical concern. I also appreciated the concern/compassion/care that Dr Kim had for my health concerns. Also appreciated the office's staff's response to my questions regarding billing, leaving me quite satisfied. I give this practice 5 stars; would give it a plus, but the only drawback is that the practice is only open on Tuesdays, but they are available by phone and/or at other locations. But I can work with that, especially because of my satisfaction. Yes, I have already recommended them to family and friends! read more

The staff and Dr. Weiness are so nice and helpful. Ever time I go there, there is little to no wait time, they follow the safety guidelines and I'm in and out in no time. read more

I always come here and have the best service from the front desk. Naomi has been such a great person welcoming me in each time I arrive. What I do want to make a comment about was that when I was here at my appointment I noticed and watched what looked like the manager screaming at Naomi. I was very upset about this. I did not approach Naomi but I did notice someone in the waiting room approach her to see if she was okay. I find it very inappropriate to be what looking like her manager yelling at Naomi. It made me so uncomfortable to be listing to what she was telling Naomi in front of not just me but as well as a few other patients in the waiting room. I really hope I do not see that manager for my follow up appointment. I a scheduled to be here soon to take my mother to her appointment. I really hope to not see that manager yelling at Naomi in front of us all like that. None of us needed to listen to all of that. I know my mom will not be happy to see Naomi her favorite front desk get treated like that. Knowing how much my mom loves to see Naomi she will say something to that Asian lady If that behavior continue. Naomi has always been so helpful when I am not available to take my mom to her appointment. she goes above and be on contacting me when my mom doesn't not understand something That way I can let my mom know what is being communicated to her. I do hope this is the last time she treats anyone that way. Hopefully something gets done. I did get to record part of the conversation. I hope I get a response and something gets done. If not maybe I can upload that video I took of that Asian lady being very rude and disrespectful. No one needs to great treated the way Naomi was treated. read more