Disappointing Customer Service Experience at Acuity Eye Group I recently had the opportunity to visit Acuity Eye Group for three different appointments, and unfortunately, I consistently encountered substandard customer service that left me feeling frustrated and dissatisfied. Despite having some positive aspects, the recurring issues I faced throughout my visits have compelled me to actively seek an alternative eye care provider. One of the most noticeable issues I experienced was the extensive waiting time to see the technicians. This prolonged waiting period not only caused inconvenience but also raised concerns about the efficiency of their appointment scheduling. It was disheartening to spend a significant amount of time waiting, only to be met with rushed and impersonal interactions. Furthermore, the demeanor of the staff at Acuity Eye Group was a consistent disappointment. From being uncaring to downright surly, the overall attitude exhibited by the employees was far from satisfactory. Customer service should prioritize empathy and understanding, especially in the healthcare industry where patients may already be experiencing stress or discomfort. Another aspect that left a negative impression was the lack of follow-up after appointments. Despite assurances of receiving timely communication, I never received any updates or feedback following my visits. The absence of proactive communication reflects poorly on the company's commitment to patient care and suggests a lack of attention to detail. Adding to the frustration, Acuity Eye Group provided no avenue for direct contact with the doctors or any form of follow-up card. The only means of communication provided was an 800 number, which proved ineffective in connecting me with the local office. Multiple attempts to reach out directly were met with silence and no call backs, leaving me feeling ignored and unsupported. Considering the multiple instances of substandard customer service, it is unfortunate that Acuity Eye Group has failed to meet my expectations. Their long wait times, uncaring staff, lack of follow-up, and absence of direct communication channels have led me to actively seek an alternative eye care provider. I hope that Acuity Eye Group takes these concerns seriously and works towards improving their customer service experience for future patients. read more

The surgery I need is best done at the elevation where I live, this is why I was looking for a surgeon in the High Desert where I live. Before making an appointment I carefully investigate the group overall and then the physician. I called the Lancaster office and asked if the physician I wished to make an appointment with did the surgery I needed in Lancaster and where? I was told yes and the name of the surgery center. I called the surgery center and confirmed and asked for the requirements for pre-op work. The day of my appointment I arrived 30 minutes early with all of my new patient paperwork filled out. I was seen by the doctor 2 1/2 hours later. The doctor spent 5 minutes with me. When the doctor was done, I told her I was happy she would be my doctor and happy she would be doing my surgery in Lancaster. She told me she does not do the surgery, that I would have to see the surgeon and the surgery would be done in Los Angeles. I was given an appointment for a month later to see the surgeon and I would go through the same exam again. Since I would have to go to Los Angeles, I found another practice where I would not have to drive two-hours from Helendale over rural roads anymore to Lancaster to see the doctors and Los Angeles for surgery. read more

I was scheduled for caiderac surgery at 745 am this morning. At check in I was informed that the doctor had reservations due to a possible tear in my retina. I went next door and explained the situation. The whole team took control, processed me, fit me into the schedule, did all the necessary tests and got me to Dr. Michael. He looked at the results and in fact confirmed there was a tear. He informed me that was it not only a great catch by the surgin but we needed to do a laser procedure in order to proceed in correcting my vision. He got the emergency approval from the insurance and little later performed the procedure. What started this morning as a big set back turned out to be what could have been a divistateing out come to a though delay in the hopeful out to a positive day. Thank you so much to both doctors and to Dr. Michael!!! By the way it's 626pm and the vision in my eye has actually improved noticeably. Don't know why but it has. Still need the surgery but wow ! THANK YOU TO EVERYONE THAT HELPED ME TODAY!!! read more

I got a large chunk of floater and foggy vision that came on suddenly in one eye.. I have been a patient of Acuity Eye for several years so I called them at 8:30am the next day and they gave me an appointment for 2 hours later. I went in expecting to wait all day to see a Doctor but within 20 minutes they were checking me out and dilating my eyes. They found a retinal tear and I was fortunate to go in right away as it can lead to blindness if not treated in a timely manner. They gave me an appointment to get laser treatment in 2 days and would have done it then but when I got home they called me and said they got approval and can I come back now. This was amazing treatment by an eye Institute. This place really cares about it's patients and I would recommend everyone in the Lancaster area to get their vision checked there. I'm sure you won't regret it. read more

I have been using Acuity Eye Group for close to 10 years. I saw Dr. Tom Chong not that long ago. He was extremely rude, arrogant, condescending, condescending, embarrassed, and downright a weak-minded bully!! I will never use Tom Chong who should be embarrassed to call himself a Dr. He lacks all the communication skills to be a dr. It's doctors like this who ruin businesses, where other good doctors work. He's cancer when it comes to diplomatic communications between patients. Has this horrible man forgotten who provides his paychecks? It's Your Customers, otherwise, he'd be on the streets homeless because hateful men like him are a pariah to the medical world.!!! Flat out a horrible experience no one should have to go through. I suggest Acuity terminate this pitiful excuse of a Dr. Chang is on the verge of a Malpractice Lawsuit!! read more

If you're looking for a full service Eye Care Center, I highly recommend Acuity Eye Care. The staff is extremely professional from the check in desk, throughout all of their services and continuing through to the check out window. Because of my new Insurance, this was this center recommended for a Diabetic Eye exam. I was concerned about having to have this procedure done but they made me feel very put me at ease from the beginning. The young lady who took me back, explaine the process, why it was needed and also told me everything to expect. Dr. Glass was extremely professional and also explained what would take place and why. I highly recommend their Lancaster' office. read more

hi. my visit to acuity sye grouo yesterday 4-16-25 @ 3:30pm, i found all those who helped me were very polite and helpful in directing around your place and in handeking my my questions. an instance on the ladies restroom was in a wheel chair and she needed toilet paper so i went to girl in the place where you check in farthest left, said sure i will get to it right away and she thanked me. sorry have made spelling errors but my screen would not allow me to correct them. i especially liked the fact that the tv was set to children's programs. they surely was enjoying themselves. all staff member's that dealt with me were very cordial sincerely deborah sue spence read more

1. I was scheduled for 3:30 pm. When I arrived there were about 50 people in their waiting room. I wasn't called until 4:30 pm. Talk about greed. 2. I went to a room where the only electronic testing was a monitor which displayed the E test with smaller and smaller letters and i was quizzed with a simple DMV sight test. Nothing advanced until I was herded into the next room where I think they did the Glaucoma test. 3. The gal said she would call me "within 2 weeks" with the results. Didn't hear a thing and now we're now closer to 4 weeks. And yes, i have an answer machine which you could have responded to. Walmart does a better job. read more

I went to Acuity Eye Group for the first time this week. It a little crowded when I there, it took about 20 minutes to check in. Went to room, I was asked some questions and performed the eye chart, then they dilated my eyes. I was taking to a room to have pictures of the inside of my eyes taken, then I was called to the doctor room, he was very professional, it went over what was happening to my eye. Everyone I spoke to from the check in clerk to the Doctor were very professional, very nice, very quick, they know their job and they do it well. read more

There is a sign at check-in that says to expect to wait 60-90 minutes to be seen. That's to do preliminary tests. We've been here 2.5 hours and my father still has not seen the doctor. My father is 83. He is in a wheelchair. Although he is retired, his time is more valuable than spending many hours at an eye appointment. They should not over book the appointments so much that you are expected to wait in the 1st waiting room for an hour and a half. This is disgraceful and I cannot believe it is permitted. read more

I'm satisfied with your professional service and friendly staff. The only issue that I have is every time I called the office, the prompt to get to the live person took a long process. I suggest the VM message should be shortened. I believe I had to prompt twice when you're asked "if you're a new patient hit #2". Took forever to listen to the instructions, yet you ended up talking to answering service and not the office. read more

Do not go here. They removed one cateract from my disabled Mom's eye and refused to do the other eye. They told my Mom they don't like working with schizophrenic patients and left her with one eye. My Mom is the sweetest, kindest patient but the doctor and this office hate disabled and elderly folks. Never let anyone you care about go to this doctor. The doctor made her cry with his cruel words mocking her disability. read more

I had a great experience with Acuity Eye Group, they were very courteous and friendly. I Dr Chen and he was great seemed to care about the care he was giving me concerning my eyes. He gave great advice about the shunt in my eye for glaucoma and respected that I was very careful as to who I go to for my eye care. I would definitely recommend anyone to seek eye care from this business Renee read more

Well i must say that my vision has been greatly improved since i started coming to the Acuity Eye Group i have to thank Dr. Vadrevu gor being so patient with me. She is a very good Opthaalmologist. She knows what she is doing and i appreciate that. Also all the employees who took cate of me and prepare me for the laser surgery or the shot in my eye. Thanks to all the staff members. read more

This place is as good as it gets! The girls at the front are pleasant, courteous, and efficient. The technicians are knowledgeable and well trained, explaining what procedures they are performing. And, the Dr. (in my case, Dr. Kim) is the epitome of not only professionalism, but of truly caring with that extra moment to answer questions. On a scale of 1 to 10, a 20+! read more

It was 2/12 hrs longer than I've experienced in the past it seemed overly crowded or booked from what I've experienced in the past they r good just didn't like waiting that long because my appointment was at 2:30 gotten seen after 3:15 & didn't get out until after 5:00 but otherwise good place plus u can get ur glasses there as well which will save u an extra trip read more

Dr. K at Acuity Eye has done a wonderful job of restoring my eyesight and helping me with dry eye issues. He's extraordinarily knowledgeable about dry eye issues and has utilized a variety of tactics to resolve it. His office staff is courteous and friendly. I would recommend Dr K to anyone considering Lasik or having dry eye issues. read more

I ordered some glasses at the end of December. I have been trying to get a hold of them since a week after that. Every time I call the mailbox is full. The unfortunate part is I can't go over there because I am out of town and have to depend on the phone . You can tell it's a Medi-cal type office, overcrowded, and long waits!! read more

The doctors at this facility have been excellent in dealing with my husband's diabetic retinopathy. The technicians have been caring, accurate in the performance of their duties. At all times my husband has been treated not just with professionalism, nut with kindness and caring which is also part of the healing process. read more