I would never use this eye company again. I still don't have my test results after two weeks. When I call they can never provide the results. The person that can give me the results is busy with a patient. If I am unable to answer their return call, I have to call back with and the same vicious cycle starts over. When I call back you get put on eternal hold and eventually you must leave a voice mail or call again. They are too busy to answer the phones. This new cut out the optomitrist and patient same day results is a very poor process. Acuity 360 Advanced Vision Center in Lancaster CA, obviouly does not care about their patients. read more

Dr. Chen is amazing and saved my eyesight. I highly recommend this office. Friday's are super busy so it's best to schedule an appointment Mon-Thurs. read more

I second April W's review. Service was very good except for their responsiveness on the phone. My partner had an eye exam two weeks ago and was told that she would be called with the results and a referral within two weeks. It is now more than two weeks and there has been no call, so I called for an update today at 4:10 pm. Their website says they are open until 4:30 pm. My call was answered with an automated announcement that it would be answered by the next available staff. I gave up about 40 minutes later. They are very difficult to reach by phone. read more

Eye dr adam goldstone is the eye dr you want to run and avoid if you care anything about your vision which you do thats why you're here, and I care about mine and everyone's it is such a special sense and gives us great gifts; from seeing our first grandchild to reading a great novel to seeing your grandchild's graduation or learning to paint, either way a lousy dr like this that doesn't care about his patients unless they have money is exactly what you want to avoid. I told him about my last eye dr which is sadly no longer up here, did the procedure for dry eye syndrome which to take away his deniability he knew I was so familiar with and I also mentioned it in my papers for filling out when I scheduled the appointment a week and a half ahead of time so he had plenty of time and when I conversation with him he knew the procedure but this joke told me I can go to Costco and pay a pretty penny for it as he said and put these liquid drops in my eyes which I don't have the finances for and I told him because he asked how did that procedure work with the dissolvable tubes in my tear ducts I said great I did mention I'm on a very limited income and he replied yeah it's expensive but go to Costco. Then he tried denying me the prescription for contacts saying I don't qualify for them which I do because I have had them before with the same insurance nothing changed just a very careless doctor that doesn't give a darn, except for how many patients he can throw in an out of his chair to collect more money doesn't care if he does a good job or not what you get an F minus if there was an ability to grade him. I thought the doctors got in the field of being doctors because they had a heart that cares about people, not about how much money they can spend. Boy is that a joke. And I'm talking about the basic doctors. I'm not talking about the plastic surgeon the ones that forget their not God, they just have skills the God gave them, those one absolutely are in it for the money. I just wanted to clarify it. I am talking about the dr that have a heart as the ones that help prevent you from loosing your vision, help your heart keep working, to be able to chew food, your body to keep functioning. What a disgrace to call yourself an eye doctor, dr adam goldstone you think tooo highly of yourself shame on you! I do wish I could post this without giving you a star at all, your bedside manner is an F minus. read more

Received a referral to the Acuity Eye Group Lancaster, immediately I was given an appointment the very next day. Greeted appropriately. Nancy took me to the back to further obtain my history and check my vision she was very accommodating, friendly, personable as well as professional. Amr Kouchouk MD was able to put drops in my eyes, examine my eyes and finish efficiently with accuracy, was in and out with in an hour total for everything. Highly recommended, front office is accommodating for wheelchair accessible, coffee maker with coffee pods/kcup type if you want a complimentary cup of coffee. It was tempting after watching a patron fix him a cup in less than 2 minutes tops. Eye exams I notice were 49$ and have a seperate office that carry frames. They specialize in cataracts, Dry Eyes, Cornea & Refractive Surgery Specialist. read more

I had a great experience my first time it was busy but didn't have to wait to long maybe 5 minutes, thank you guy's.

David H. - Last week I received a call telling me that my insurance couldn't be verified. I missed that call, but I called back almost immediately and was put on hold for over 45 minutes. I was able to get dressed and drive to the office while still on hold and let the associate at the desk hear the hold music. I gave them my vision insurance card. They made a copy of it and then the next week they said they still couldn't verify me. I called my insurance and got all the information they would need to verify me. They said they would call me if there was any complications. Today, I ended up calling them to verify if everything was okay. They said no. So they lied to me about calling me if there were any problems. I told them they would have to call the number I provided and they said that they don't do that... They can't/won't use phones to verify insurance?! In the end, she ended up telling me that my appointment, which was supposed to be tomorrow, was cancelled without anyone telling me that it was cancelled. I would have shown up tomorrow at 9am for an appointment that no longer existed with insurance they weren't able to verify. *Absolutely horrible customer service!* I was really looking forward to that appointment since the glasses I bought from them only a year ago is now being held together by tape. Never had such low quality frames in the last 30 years that I've been wearing glasses. read more

Opthalmology is great but optometry is horrible. They don't answer the phone or empty their voicemail or return calls. Get your glasses somewhere else. read more

My husband and my son had an appointment at 2 p.m. we arrived at 1:55 p.m., they proceeded to tell us the appointments were for 1 p.m.. they were still seen by a tech at 2:45 p.m. from 3 p.m. until 4:30 we sat in the waiting room waiting to be called to get our prescription. At this time the glasses Center closed and told us we would have to come back another day. We already had to take a day off of work for the appointment in the first place, now we have to come back again to get measured pick frames and order glasses, This is the most unprofessional Eyeglass Center I have ever been to. I do not recommend it to anybody. Do not come here unless you love being pissed off and having a hard time. It is currently 4:50 p.m. They have locked me out of the building while my husband and son are still inside waiting for someone to give them their RX. I will definitely be taking the RX to a different location to fill the glasses, did they ever think of working until all of the patients were finished? A reputable place would. read more

Acuity Eye Group - Ophthalmologists Near Me - Lancaster, California

This my second visit here and the wait time is absolutely insane. My first visit took so long that I was so irritated. I had to come back for a fitting and my appointment wasn't at 9:45 it's 10:20 still waiting. Outrageous I we t to the window and ask when will I be see they said there 2 ppl I front of me they said there concerns regarding the coronavirus no the last time I came it took long too I f it's a concern then they shouldn't Over book. It's so many ppl in this office we're all being exposed. Never coming back. read more

Avoid this place!! Nothing but a head ache and long waits. I've been to multiple eye doctors and have never had such a bad experience like this place. I made an appointment and it took over an hour to be seen by the doctor. I was moved to 7 different rooms through out the whole 3 hours I was there. After you are seen and get your prescription you have to wait again on a first come first serve list to pick out your glasses/contacts and purchase them. That added on another hour to my time waiting here. I was told my contacts would be ready in a couple days. I tried calling after two weeks of hearing nothing and could not get ahold of anyone. They keep transferring you and putting you on hold and it leads to nowhere. A few days later I get a call saying my glasses were ready when I never ordered glasses. I ordered contacts. They said they put my phone number on someone else's file and they were calling about someone else's prescription being ready. When my contacts were finally ready for pickup I had to wait again on a first come first serve list. It took a hour for my name to be called just to pick up contacts. If they are already ready why do I have to wait an hour? The man who brought me my contacts gave me the wrong prescription. He was very rude when I told him I was upset about waiting so long for them not to have the correct prescription. He said there's nothing he could do for me but order the correct ones. I asked if I would have to wait again because it was there fault. He said once they come in I will have to wait them same way I did today. He did not apologize for having the wrong prescription and blamed me for not coming in any sooner to get them. He went on to say they have been reaching out to me for a long time when they didn't even have the correct number on file for me. I STRONGLY encourage you to go anywhere else but here. Rude staff who don't know how to do their jobs and don't care about your time or feelings. read more

Don't go here if you can help it. Twrrible experience with this place. For your sake I hope they have gotten it together by now.

Each and every time I have taken my son here for his routine eye exams the staff have been super nice and more than understanding of his disabilities. I really appreciate their kindness and now I wish I had gotten the lady's name that did my son's intake, she is definitely a keeper, very cordial and treated my son in a very professional manner. Thank you to all the staff for being kind, kindness has been lost in our society but not at Acuity! read more

I am changing my review and that is because they were very attentive to my complaint once I reached out to corporate. I also want to say that Mr Chang the owner is a very professional caring owner and he is nothing like my complaint and he is an outstanding owner because he really takes pride in customer service. Below is my complaint which I rated a 1 but since have changed this review because of Mr Chang I was referred here by my sons pediatrician because he has a serious eye issue not just needing glasses. My DR specifically stated that we were to see an ophthalmologist on the referral sheet. Called made an appointment based on the referral. Came in to a crowded waiting room...no problem that's fine... figured they were all here for the ophthalmologist....got here at 9am for 930am Appointment. Filled out one piece of paper for being a new patient. We finally got put into a room at 1046am with an OPTOMETRIST not an OPHTHALMOLOGIST!!!! Optometrist was very unfriendly, Sydni Glass, didn't smile, didn't Followup, didn't listen, ignored my concerns and focused on one thing, very rude, made facial expressions when I told her what my sons issues were and seemed very unhappy all together. The first girl was very nice but she was just an assistant. Sydni ignored the fact I said the referral said ophthalmologist and was about to do a basic exam! That is not what my referral said. I told her that is not what my Dr wanted him to get seen for and the referral specifically said that. I am still here now I got put into the lobby waiting room and was told everybody else will be seen before me because the ophthalmologist has patients. Of course I was polite but voiced my frustration because number one they are overbooked and I have never waiting this long for an eye dr. Secondly because I now have to wait all day my son is missing school because of THEIR mistake and them overbooking this place. Like really I was understanding the wait because I thought they were all seeing an ophthalmologist but NOPE all this wait for an optometrist!! Horrible place matter of fact I'm so frustrated that I'm reaching out to their corporate office. I go to AV Optometrist with is very fast clean and has 2 people waiting IF THAT. I have been here two hours to see an optometrist and now am waiting AGAIN and they can't even give me a time limit on how long!!! Avoid this place go to AV Optometry you will get in and get out in 1 hour MAX which includes the exam and waiting period...you won't have to sit there 2 hours for an OPTOMETRIST even though you are waiting for an OPHTHALMOLOGIST!!!! In addition, waiting two hours for an optometrist is RIDICULOUS! Going on 3 hours if I could rate no stars I would read more

Acuity Eye Group - Completely full waiting room they have TWO waiting rooms they are both full - Ophthalmologists Near Me - Lancaster, California

over 6 months ago, 2 different prescriptions and 3 different sets of lenses, i still can't see thru these substandard cloudy, blurry lenses. i don't drive, disabled and 73 and they just keep saying come back in, I have to get used to them, its my eyes that they gave me cataract surgery next door! it's not easy to get a ride take my walker and get there and back! can't reach anyone and just want my money back to go somewhere else have never ever had such difficulty getting a pair of workable lenses. they replaced the reading glasses but have never offered to correct the sunglasses i bought! I'm calling my insurance to see if they can help. Acuity says they don't refund after 3 months but i said the delays were all on their side? don't go to this place! read more

It took me 5 months to get my contacts. I had to come multiple times, file a complain and it was a hassle. The staff is very friend. The places takes a while to see you, i feel that there is miscommunication between staff. They should do a customer service survey to improve. If you want to miss multiple days of work come here They are very limited with appt. Also, they make a really good profit out of you if you use your insurance. read more

Inside the room service was outstanding with caring people but as usual there was a wait.I was the first appointment of the day.Showed up 15 minutes before my appointment time. I was the only person in the waiting room, yet I didnt get seen until 30 ninutes after my appointment time.Everyone in the building is very nice but no matter who you are there to see ,it's a long wait And it's especially bothersome when you're the only one in the waiting room read more

** RUDE Office Staff! ** my dad had a procedure done on his eye. I had to drop him off and pick him up because he couldn't drive. I've never been here before and logically I went to the main building/office to inquire if my dad was ready for pickup. There were several people sitting in the waiting room. I stood in front of the glass window waiting for one of the two ladies sitting there to address me. They both took a while to acknowledge that I was standing there. When one of them (blond hair) did lock eyes with me she immediately told me in a stern voice to sit down and wait to be called. I then proceeded to say that I was simply there to pick up my dad. She then followed with a smirk on her face and sharp tone that I was supposed to go to the other building. Which I replied "which building "? She then pointed and stated the brown one. That building does not show the name of Acuity nor any sign that I could see that indicated that is where the procedure was being done. This lady upset me because acted as though o am supposed to know where am going! If I'm asking it's because I don't know. Her demeanor and attitude displayed their lack of service and I will never do business with them. If they are unhappy with their job maybe they should reconsider another career. With so much hate and unkindness in this world right now, it's appalling to see this type of behavior. I even said good morning to her and got no acknowledgment on that! To the owner you should reprimand your staff to take better care of any customer walking into your business. Remember there are so many choices out there and paying customers will leave or not consider you at all. To the ladies on the front office- be kind to people and smile... it doesn't take much effort. read more

It was a wonderful experience. Friendly staff. Made my husband very comfortable. The service for picking glasses was amazing! Walked out barely spending any money with name brand. read more

Back on May 10 2021 I visited Acuity Eye Group for the first time. I followed the instructions and waited where the signs indicated. There were two receptionists. The one on the left had a customer and the and on the right looked up and saw me and said have a seat and we will call you. Strange I thought in that this was my first visit. Another customer came and stood in the same spot and I heard how may I help you. I had to get up and state that I was next before I was waited on. I talked to an Ophthalmologist about the incident and got no results. I called back and talked to a supervisor who promised to get back with me but never did. "BEWARE" read more

11/14/18 was the first time coming to this clinic. The entire staff I interacted with were nice and respectful. My appointment was at 2:40. I went early to fill out the paperwork. I got called back 3:10. I letf the facility a little after 4pm. I did a lot of waiting today. Dr. Kouchouk was very helpful, certainly qualified for his job, also a good at communicating. read more

Dr Malek is a consummate professional who stives for the greatest outcome for her patients .She took extra time for my exam to get me to the best prescription possible . Vision is precious and I truly appreciate her above and beyond approach to her work. read more

Dr. V is very considerate with concerns for my eyes. She listens & explains herself well with the procedures being done. She is reassuring in regards to my concerns in such procedures. She is gentle in handling my nerves too. read more

Recently had an appointment to receive a contact and glasses prescription. Upon arriving the receptionist resisted to greet and assist us. Very unprofessional service from the front desk. We were asked to be seated while she checked our insurance, 45 minutes later after she finishes gossiping with her lovely co-workers, we are called up. We saw Gloria Estrada, O.D. and she had told me, due to the fact that this facility caters more to the elderly they did not have any contacts on hand for a contact fitting. Instead she would have to order the contacts, which would take a mere week and a half. To which I would schedule yet another appointment with her to get those fitted in two weeks. Well two weeks went by, and the day previous I received a call confirming my appointment for the following day. Upon arrival, the receptionist is just as cold as the first appointment, after collecting my insurance information the receptionist informs me that someone had called my cell telling me the appointment had been cancelled. How strange that I did not receive a call! I am so disappointed at this point, but she insists that another doctor can help me if I wait until he finishes with a patient. I sit and wait for another hour, I am unsure how they came up with a 61 min wait time because this definitely went over! At this point I am ready to leave and am completely dissatisfied at the service and professionalism of this facility and staff. When I finally taken into the back to be helped, the gentleman assisting me with the fitting alerts me that the contacts for the fitting were actually not present at the facility. To this I am completely outraged and tell the man that Gloria Estrada had told me to take an appointment for a contact FITTING that she had the capability to order, however, whether due to incompetency or not, was not ordered, and instead decided to waste my time and money. The man then lets the front desk know the reason for my visit today was for a fitting in which the contacts are not present to be fitted. The man in the front simply apologizes for making me wait for an appointment and alerts me I will not be billed for the appointment. How silly, to find after I wrote an angry customer review, I was billed! I am seriously disappointed at the lack of professionalism at this place of business. They are also the California Eye and Ear, which claims to be "all about patient care and customer service," as a patient I can honestly tell you the doctor I saw did not show they cared, nor did any staff that I encountered, except for that gentleman. Do not waste your time. After this review was posted, I was contacted by a board of directors member who helped assist me with my issue! Thank you so much! read more

Avoid this place. Waited two months to see an ophthalmologist. Arrived today to find I had been scheduled with an optometrist. Now my next appt is another two months away. Incompetent. read more

The staff is very rude and trying to call them is impossible. They also do not return your calls when you leave a message.

Our first time here and we had a great experience. It's a busy place and lots of different departments. We did several eye tests and had several people help us. They checked our old glasses to our new one. Everyone was pleasant and professional. Dr. Kim was so nice , and when we had to pick out glasses Chuck was so helpful. Wee really liked it there. We will refer family and friends. read more

I made an appointment for my husband for 9:30 am this morning. Got there and was told by the receptionist that his appointment was at 9 am and the doctor cannot see him. This was our first time at this business. I asked her to explain the situation to the doctor and she told me that the doctor said she cannot see him. He would have to make a new appointment. I guess this clinic is not for us at all. I felt that customers comes first and that they would find ways to work us in but it didn't happen. I would never go back to this location. Shirlet read more

Staff is very friendly, however wait time is ridiculous. I was told they were short staffed but it seemed to me they needed more optometrist and specialists. I saw the same doctor back and forth with every patient. Overall, I am very satisfied with the service and professionalism. read more

Had my appointment today, the entire staff is really nice and treat you with respect. I saw a new doctor today and I totally loved her. Would recommend this place to my family and friends read more

Receptionist are extremely rude Had an appointment for 3 pm wasn't seen until 5pm when they closed nurses were clueless on paper that needed to be turned in. Complete waste of time. read more

Staff very professional. Was in and out in half an hour. Had results of my test and next appointment scheduled that afternoon.

Today, we were sent to Acuity after going to Urgent Care (7:30am-8:30am) for my roommate's eye. His appt was at 9am, they called him back almost close to 10am, needless to say we didn't leave until closer to 11am. Anyways, we came across several issues throughout our day with this place, the doctor dilated his eyes twice and said they should be fine within 2-6hours (they were still dilated at 10pm tonight, sensitive to light, eyes bloodshot, pain, and swelling), we should have gone back, but we were getting no help from them already, it wasn't worth anymore of a headache, so he has decided to see how he feels in the am. Plus he was given a prescription for eye medication, which was sent with a mix up in dosages and lack of info (how many drops and using in both or one eye???), so CVS sent back the prescription for Acuity to rewrite and specify it (this was around 11:30am), we called Acuity around 2pm, whomever he spoke to stated they would have Dr. Glass send over the new prescription at the end of her rounds/appts/day (approximately 4:30-5pm). CVS never received the new prescription (as we had gone back and also called to hopefully get meds), he called Acuity AGAIN, and had no luck!! He decided to call the main number he found online and receptionist stated she would file the complaint regarding the prescription mess up, and the "On Call Physician" would call as soon as possible with a resolution to this mess (8:30pm). Around 10pm, we decided to give up on trying to get this medication he NEEDED and headed home, it was getting late and we've been non-stop calling different numbers to get this resolved........ read more

Initial Service was great warranting a 4 Star review, Doctors and staff were professional and wait time to be seen acceptable, The tech that did the first eye test did not administer drops right before giving the test. They scheduled a appt. with the Dr, after that. Then at that appt. they re-administered drops and eyes were 5 better then perfect, both eyes which is inline with previous company eye exams. The Dr. was thorough and eyes were good just needed reading glasses So i picked up a pair Ins. covered 80% and I was happy with this Visit. Now glasses broke and called to order a new arm only as that's all that broke. I could not get a live person and waited 13 minutes before asked to leave a name and number. So I would say there is a breakdown in support staff or office automation no one should ever be told "don't call us we'll call you" by a machine and I am paraphrasing this point. I may just be old school but, I waited 30 minutes before posting this and still no call back. So to office admin. If it is broken then fix it, I can say this because I have over 16 years of Quality Assurance background read more

I came in with VSP insurance i wasnt sure of my coverage they told me it didnt cover the exam when it did, now they are closed and im going to have to deal with the charges they had me pay even though my insuranced covered it ... make sure you know what covered, they dont have a clue read more

Made an appointment ahead of the time. Came set for an hour and after an hour they claimed there was still 3 people ahead of me which will take another hour. The worst customer service ever!!! Waste of my time! read more

This was our first visit to this facility and it wasn't off to a good start. The initial contact was rude and condescending. Wouldn't give out the necessary paperwork stating we had to wait for our appointed time. My friend has difficulty writing and completing to firms will take extra time. After we had waited 35 minutes, my friend went back to the window to question the wait time and was again told to sit and wait. Why couldn't receptionist have had several clipboards organised and ready to hand out? Apparently the only multitasking skill she has is talking to multiple coworkers. Not impressed already! read more

I called to schedule an appointment, as expected they asked for my insurance information they scheduled the appointment and did not contact me until the day before to confirm my appointment. At this point I assumed everything was verified and good to go, I showed up to my appointment early as they had requested, when I went to check in the front desk girl notifies me they were unable to verify my insurance. She asked me like 3 times if I was sure that I even had insurance at which point she began to piss me off. Then she proceeded to tell me how much the visit was gonna be, I was so upset I canceled the appointment and left. I called my insurance and inquired about my vision benefits and was able to verify the information. It just pissed me off that I had to waste my time driving up there and taking 3 minutes to do what these incompetent people were unable to do and get paid to do?! I would never recommend a place that can't even do the basic to get a patient in ridiculous. read more

On hold 12 minutes and 30 seconds before hanging up and calling back in. No general email. Wanted to make sure they hadn't set up my mother on auto renew of vitamins at $135 a month. Also wanted to cancel appointment and have glasses fedexed to her new home but 12 minutes is too long to wait for that request. read more

I had a traumatic first experience here. I should have trusted my instinct and left. The main receptionist was very rude and standoffish. She was practically yelling at the elderly people before me to read and answer a covid-19 questionnaire, when she could have easily asked the questions herself in a respectful manner. These people are there due to eyesight issues. There was another receptionist that seemed to notice how rude the main receptionist was being to me, so she tried to help me as much as possible. I arrived for my appointment early, and I still waited an hour after my scheduled appointment time to be seen. It was difficult enough to wait so long wearing a mask. The nurse that helped me was nice, however Dr. Vadrevu came in the room and rudely told me to uncross my legs before even introducing herself. I was told to wait in the back waiting room (15-20 minutes) after they dilated my eyes so they can take pictures of my retina. When Dr. V came into the room to go over my results she was still very rude and did not conduct a Thorough examination of my eyes specific to my complaint. She referred me to another type of specialist but did not give me any recommendations on doctors in the area or any further advice to help me. I wasted 3 hours here and the rest of the day due to dilation. She simply wanted to follow up with me after 2 months. After this horrible experience, I will not be going back to this office ever again. All I wanted was to feel respected and heard! This is my first bad review ever by the way. read more