I'm updating my review because the new manager, Nadia, handled their mistake like how one would always hope a business handles their mistake. First off, they are an excellent listener. They didn't get defensive, they heard me out and worked with me to figure out what happened, took responsibility and contacted billing for me so I do NOT have to pay the bill because I did everything in my power to avoid not being covered for my appointment and there was just a misunderstanding on their part. Nadia went above and beyond and reached out to me right away to give me peace of mind and let me know they were going to dismiss the bill. I couldn't be more satisfied with her service. She also reassured me that the doctor who had done my lasik previously no longer works there and she didn't invalidate my feelings or discomfort with the situation. She should be an example for all managers. Thank you so much! You should be proud of your work! Acuity eye group should work with Nadia to help train everyone with better listening and customer service skills. It would improve their business immensely- she already turned a 1 star review into a 5 star review. I mean it, honestly. Take notes. (and get a real person to answer the phone... people should boycott businesses that just defer people to robots/A.I. and answering machines.) read more

Unacceptable Delay for a Simple Prescription Refill I'm extremely frustrated with the lack of basic follow‑through from Acuity Eye Group and Dr. Brian Chen in Pasadena. I've been trying to get a simple prescription refill -- one that he himself prescribed and instructed me to continue using -- and it has now been over ten days with no action. I've called, left notes, and sent emails. The pharmacy has also reached out multiple times. Still nothing. No refill, no response, no accountability. A patient should never have to chase a doctor for a medication they were told to keep using. This level of neglect is unacceptable, and based on my experience, I cannot recommend Dr. Chen or Acuity Eye Group to anyone. read more

I had an appointment but could not find the place, even Google and waze couldn't find it, they kept sending me all over the place. After 20 minutes of looking, I was late for my appointment and they would not take me. I drove about 45 minutes to get here. I think they should make some exceptions. They wouldn't give a second thought to us waiting an hour to see the doctor so why can't they take me? It wouldn't throw their schedule off because I have to wait 30 minutes anyway so if I'm 20 minutes late then I should only have to wait 10 minutes, right? Haha read more

Customer service needs a lot of improvement. After my dad's first eye surgery he needed to get the other eye corrected as well. Its been taking me weeks to try to schedule an appointment with the ONE person who schedules appointments. She is unprofessional and awful. She left me a voicemail with a surgery date without any consultation with my availability, which she calls on June 2 and the surgery is June 8, and does not follow up to verify if both my father and I are available that day. I am tired of playing phone tag with her because she will say to call her at her office but she is never available to answer my phone call. I have yet to speak to her in person, I think they need an AI bot to help schedule and answer phone calls to boost their customer service. read more

Today was my second encounter with Dr. Jeffrey Jeong and all I can say is that it was always a pleasant experience. I think his middle name is "patience" . He explains every process of the treatment plan and considers your input as to the presented action. I highly recommend Acuity Eye Group for future eye care and you cannot go wrong in choosing Dr. Jeong from this group! read more

Normally I'm loathe to write negative reviews and prefer to post positive ones. Now I will start to say that my complaint is not about the level of care or the doctors themselves. The problem is with trying to make appointments or getting any information at all by calling their main phone number. All calls get routed to a call center, not the clinic. The first time I made an appointment the call center sent me to the wrong doctor. Now I'm trying to get information about a referral. It took two calls and having to repeat my reason for calling several times while being put on hold several times. Evidently the only way to get in touch with the doctors is through the call center that then sends an email to the clinic with the request to speak with the doctor. It's a time-consuming process. I'm guessing that the call center is overseas as the connections and sound quality have always been bad and the persons taking the calls are often hard to understand. Again, the doctors are great. Their booking and information request process is horrible. read more

Avoid this place the front desk staff is completely unprofessional and not willing to help. However, I went to get glasses at the optometrist office there. The man who works there is so lazy and not willing to help. I don't understand how he got that job because he really doesn't want to work or help customers. This whole office is so unprofessional and I bet they all have low levels of education. Do not go here 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

This place is a Mess ! My appointment is at 1:20, it was 230pm and I was still not seen ! I had to leave bc I'm diabetic and needed food and the place was OVER BOOKED, and over packed. The receptionists were nice when I yelled at them, but it was hot and no seats.The was NO Parking, if u got a spot you needed a pass or you will get towed. I walked 2 blocks to get there. If you don't show up they charge you 30$, I should get 30$ for wasting my time Stay away from this place, unless you like waiting and walking. read more

Dr. Davis is great with a very pleasant and professional personality! The office staff is just plain okay with a few friendly staff members and a few who act like robots without any personality. The office is too crowded and always overbooked. The parking lot is usually too crowded. The phone system sucks beyond belief. They do NOT usually answer phones DURING their office hours. They do NOT return calls even though the automated system says they will. Calling to cancel an appointment due to illness is close to impossible. The only reason to come back is to see your favorite doctor/surgeon. Where did the idea of "serving your customers" go?! read more

This business is a joke! I kept being sent to an answering service, waiting for 30 minutes, then they tell me I'm not in the system (I am staring at my authorization approval!) The website book appointment button does not work! There is no way to contact this business! What a horrid nightmare! read more

I came here today as a new patient for an eye exam. I noticed several people waiting in the lobby area. Once I was finally called to be seen, a gal began performing exams on my eyes. I know this is routine work for her every day several times a day, but for me, who is a new patient, I had never gone through some of the exams she did on my eyes. She never bothered to explain what would happen next nor why the exams were necessary. I asked a lot of questions during the process and while she responded, I wouldn't have had to ask them had she explained before she started doing them. One of them was actually uncomfortable because I had to keep my focus on something and I kept blinking. I have mixed feelings so far. Also, they have a shared private lot and you have to ask the desk to give you a parking pass for your car to avoid being towed. It's close to the metro line, so you hear the train constantly. read more

Professional doctors and staff. Nice selection of eyewear. Glad that it's covered under my medical plan

Doctor Ho walked out of the clinic without seeing patients and left the front desk to tell folks that had been waiting more than two hours that their appointments were cancelled. Fortunately I was a new patient so it won't be difficult to find a new clinic and optometrist! read more

"I had a disappointing and disheartening experience at Acuity Eye Group in the optical department, primarily due to my interaction with Christina. The rest of the staff are so friendly and welcoming. I found her comments to be discriminatory and unprofessional, as she expressed negative views that seemed to be rooted in homophobia and racism. It was disheartening to see her show kindness only to those who matched her own background, while others (myself included ) were treated dismissively and poorly. She allowed a woman with her same background to sit in her area, that arrived way later than me. While she was away on a lunch break (which she was late coming back from) But when I sat in her area, she immediately frowned up and told me she didn't want me there. When I explained to her, that I was first and that I was there, way before the lady was there. She then says to me, that she doesn't care, that the lady came after me. She's going to serve her first and that "my people " has an issue with being patient " Then she said that She'd rather tend to her first than me. I asked her how can she work in a customer service setting and be filled with so much racial hatred And she ignored the question and told me to get up out of my seat. Because she didn't want me in her area anymore. Such behavior should not be tolerated in a professional setting, and I hope the management takes these concerns seriously to ensure a more inclusive environment for everyone. And they need to do quality assurance calls. She's given me attitude when I've called there. Trying to understand what was going on and their process. She was trying to police my feelings and trying to tell me how I should speak. And how I should sound. I immediately told her that she was very unprofessional to tell me a customer how I should feel and how I should speak. I can't even imagine doing anymore business with them because I don't ever want to see her again. I may have to check out a different location for my contacts and other glasses. Because no one deserves to be treated so poorly. read more

This place makes it very clear that it runs like a "business" keeping expenses lower by not staffing enough Doctors and or staff members. 1st experience: Waiting in lobby for almost an hour, everyone in the lobby is short in patience by waiting as long as I have. 2nd experience: I have now called 3 times asking for my prescription to be emailed or mailed to me and no one has completed my request or even responded. If you can afford better service, don't waste your time here. read more

We've come here for a few years and although the administrative portion of the office has never been that good, we've always liked the doctor. In the past, he's always been very knowledgeable, has taken his time with us and answered any questions we might have. This year the visits have taken a turn and have not been like the prior. The wait times to get taken back are long (1+ hours), the pre-examination part is rushed , the girls in the office all seem like they're angry, they hate their jobs and are not even minimally friendly. These last few times in there, the doctor acts like he can't wait to rush us in and out of there. Kimberly at the front desk refused to take both our insurance cards when we tried to hand them to her, and just kept shoving them away from her and back at us when we tried handing them to her. No explanation as to why, when asked. After asking her 3X what we should do about the second Insurance she just said "Call the billing office." Later after trying the billing office several times, we found that you simply cannot get through and, they do not return phone calls. when you leave a message. A month later upon returning to the office when seeing Dr. Chang, we asked him what we should do, and he replied "I don't know, that's not my problem. That's not my department. I'm a doctor. Ask them at the front desk" (again). After going to their website and seeing that this company has 51 offices, we can see why the staff at this place have no interest in helping pts., don't care about being friendly or don't care about being accountable to anyone else, let alone leaving the patient with any type of positive experience. There's no way to mince words on this one, this place is like a factory. So if you're looking for a Retina Specialist that has many convenient locations in Southern California, this is it. But if you're looking for a place that offers a caring, professional staff and personal care, then you may want to look elsewhere... read more

I had an appointment on September 24 2024 for a basic eye exam. Prior to making the appointment I asked if they took Medicare, I gave them all my plan numbers and I was informed that they did not. I then asked what the cost would be if I paid out of pocket to see an Optometrist not an Ophthamologist and I was told it would be $79.00, not bad I thought so I made the appointment. At time of my appointment I paid the $79.00 had my exam all went well and I went on my way. Later on I received a bill in the mail for an additional $320.00. here is where it gets shady in my mind, why did they not tell me about the entire cost as a new patient??? I got sucked in for one price only to find out that was not the price at all. I will never go back to them or refer anyone to them. As a retired Physician Assistant of 28 years I have never treated patients like this. So much for transparency. Anthony K read more

Dirty facility .. chairs near the front door were covered in cobwebs and a live spider. I enter the back and the girl immediately is standing over Saying to open my eyes for numbing drops... I haven't had numbing drops for simple scans on my eyes at any eye place. She didn't even give me a chance to ask what the product was and if it's necessary. Everything felt rushed and inauthentic. My appt was at 1:30 and still wasn't seen until 2:30. Every room u enter that should be clean and sterile & sanitary .. you'll see they leave bottles open from the prior patient. So much germs can be dropping into these eye containers. They should be shut down. read more

Acuity Eye Group - Pasadena - Optometrists Near Me - Pasadena, California

Went to the Arcadia office. First off, not acknowledged by five staff members behind the counter I was told by Emily authorization wasn't there, Optum would get back to us 24-48 hours. I immediately got on the phone and had them fax it over right away.I know a lot of people who need jobs, If you don't want to work, stay at home! I won't be coming back here again! read more

This is a very professional facility on each occasion I return. I specifically wanted to point out the excellent services of Victor Corales. Victor is always responsive, very efficient and prompt during every communication whether in person or remotely. I have and will highly recommend the Acuity Eye Group in Pasadena to anyone who inquires. For any needs connected to glasses and/or other eyewear, Victor Corales is the point person to contact. Peter read more

I've been going to this location for a few years and consistently get excellent service! Everyone is professional and friendly. Special thanks to Christian, the Optician, for going above and beyond to help with my glasses. He is knowledgeable, compassionate, and truly strives to ensure the customer is happy with the glasses! Thank you read more

Do not come to this facility if you can avoid it at all costs. I waited over 1.5 hrs with an appointment because they were understaffed and all help was going to be other doctor. read more

This place is a complete scam of a medical practice, only interested in overbooking and billing insurance as much as possible. They called me and asked me to move my appointment earlier--no explanation given--only to have me sit and wait for nearly an hour once I arrived. The waiting room was packed, and it was clear they were cramming in as many patients as possible with no regard for actual care. Total waste of time. Avoid this place unless you enjoy being treated like a number instead of a patient. read more

I went to see Dr Lori Moore this week at the Arcadia clinic for a secondary exam. The front desk receptionist was amazing, she greeted me when I came in and got me in to see the doctor with very little wait. Dr Moore was extremely professional and understood my concerns from a prior exam elsewhere. She assured me that she would help me get the help I needed for my glasses. I would highly recommend Acuity Eye Care Arcadia, Dr Moore, and Leanh..you rock!!! read more

I lost my home in the Eaton Canyon wildfire and contacted Acuity Pasadena to simply have them provide my prescription so I could get new contacts. As I explained to them, I had a large supply of contacts I bought from them that I lost in the fire. Instead of showing any empathy or flexibility at all, they refused to extend my prescription so that I could order new contacts. I had to physically come in for an exam, despite having had to relocate across town, and then they charged me for the exam knowing I had just lost my house (and also made me wait almost an hour despite there being almost no other patients there). Also, I skipped the dialation part of the exam so I could work on various things you need to do right after your house burns down, and yet they still charged me for a full exam. To top it all off, when I requested my medical records so I could go to a different doctor since I need to relocate while I rebuild my home, they refused and claimed I needed to come back again in person on another day. I have been a patient here for years and have ordered thousands of dollars of contact lenses and glasses here and truly regret ever supporting this horrible company. If you care about your community or being treated decently please go elsewhere. I strongly do not recommend this place. read more

Dr. Long Ho was very unprofessional and extremely disrespectful. Belittled, talked over, and had no respect what so ever for the patient. The rest of the staff in the facility was wonderful and clearly they all carry the facility together. As a first timer do not recommend what so ever for the reason Dr. Long Ho has no work ethic and respect for the patient. Sadly, she is the only Dr in this location. Got to reschedule my appointment for another location but have to go through the whole process as a first timer. Not only a waste of time but a bad experience with the inconsiderate doctor. read more

Acuity Eye Group - Pasadena - Optometrists Near Me - Pasadena, California

So I thought about testing out another location. How is this place allowed to run like this? Hippa violations everywhere. I had an appointment in an examroom with no ceiling are you kidding me? Before I was called in to see the doctor I heard the entire conversation that the doctor had to the previous lady who saw the doctor. Do we not get any privacy when speaking to a doctor? I know I was not the only one who was listening to that conversation that lady had with the doctor. Very unacceptable for a medical office. I am reporting this HIPPA VIOLATION!! No type of privacy with my doctor. I didn't get charged my copay either that must be a good thing. read more

I go to this group as my Anthem-approved optometry and ophthalmology group. On the whole I feel it does well in terms of the courtesy of staff and providers, and a shout-out to Marla in the glasses section who is one of the loveliest and most accommodating of people I've met. Where I think AEG falls down is in its scheduling of both routine follow-ups and surgical procedures. This is where the delays and long waits occur. My cataract removal was scheduled and then dropped without notification. I had to call multiple times to leave messages. Today, when I arrived for my 1 PM appointment post-cataract-removal , they didn't find me on the schedule. I'm not in the habit of fabricating appointments! If I put it on my calendar, then that was the appointment I must have been given. I always stand right there at the checkout desk and enter the appointment directly into my calendar. Of course, part of the problem with AEG's pratfalls is our hamfisted American health insurance system (so-called), which is so complicated that it's a maze to get through. There are bound to be mistakes. However, that's a reason, not an excuse. So, AEG, you need to step up your game in that regard. read more

The most arrogant, smart mouthed, unhelpful, snide, crass bunch of techs working there. Dr Wainess is a good Dr if you can get past the ridiculous gatekeeping. I won't be back and certainly cannot recommend this place. read more

I had an eye emergency and The staff squeezed me in without problem and the staff upon arrival was efficient, thorough, and Dr. Davis was very helpful, knowledgeable, kind, and a good listener. The office was very well staffed, had very convenient parking, took my insurance with ease, and was super clean! Switching to them for all of my eye care needs now! read more

They don't answer their calls- I've been waiting to have my prescription verified for days... They told me I had to get my eyes dilated but I said I would need a ride to and from, cause LA... driving... Booked it for several weeks ahead and had to arrange a ride from my family member to come in to take me. Less than 24 hours before the appt, they call me and tell me the Dr isn't working there the next day - it's not their shift- and I'm like, um didn't you know this when I booked?! So ridiculous and terrible customer service. read more

Trying to get in touch with anyone is impossible. I don't know if they need to hire more people or make fewer appointments, but no one answers the phones and the waiting room is always overflowing. Your appointment will never be on time. My family and I will be looking for a new doctor. It's truly ridiculous. read more

Went today, honestly I have never felt so disrespected at a drs office. The staff was fine and kind but Dr Linh Ho is extremely unprofessional. I have been having on and off eye issues since a work incident and she made it seem like it was my fault, she didn't try and see if there were any underlying issues either. My eye is so swollen and I recoiled cause it was painful when she touched it and in a very condescending tone she said "well i have to touch it to see" instead of a simple I'm sorry you are in pain I would like to touch your eye. Didn't ask for consent either just went in for it on my swollen pained eye. I was honest when she asked about compresses and stated that I was doing it twice a day most of the time but every once and a while it would be once a day cause of my work schedule. She said "well thats your problem, you are not following my directions". I was feeling really sad at this point cause I have been trying my absolute best to stay on top of it and id say 95-90% success rate is pretty good. She proceeded to say well " if you had done a compression this morning you wouldn't have all this build up right now" mind you it is 8 am (i did x 2 warm compresses this morning because my eye was so swollen) my eye has just been oozing and I can't help that. It made me feel really dirty and like it's my fault my eye is ooozing green goup. She was also obviously rushing me because she was late to work by 30 mins and my 8am appointment had turned into an 8:35 appointment. Instead of taking her time and being a proper caring dr she was treating me like an inconvenience to her day. I will be finding a different ophthalmologist. On top of that she left the door open during the appointment so everyone in the office could hear the entire appointment. Shame on her for treating people like this when they come to you in vulnerable states. read more

Find another eye doctor. I thought this would be a good facility for a simple contact lens exam since they were recommended by VSP and it was easy to book online. I made the appointment weeks ago, and I received 3 confirmation texts in the past 2 weeks. A little annoying, but I understand and was happy to confirm. When I showed up for the appointment, I was told that they'd need to reschedule because it was a "new patient contact exam". That's exactly what I said it was when I booked online, so this was not news. This issue was never mentioned in any of the three confirmation texts I received. I missed a call from them 30 minutes before my appointment because I was at work, but the message said it was to verify my insurance, so I just decided to show up and do it there. They never mentioned rescheduling, so I just told them that I wanted them to destroy my info and that I would find a different doctor. There was no apology or attempt to make it right; I just walked out. The waiting room was also chaotic, with lots of people waiting and it seemed like no one was being attended to. Clearly this place is not well-managed and I would not recommend it to anyone. A simple eye exam just shouldn't be this hard. read more

This place is very fortunate to have Dr Sahar Bedrood as part of their team. She is a Dr who really cares about her patients. You can tell she gives her heart and soul as well as her expertise to each case. My personal experience with Dr Bedrood is one I will never forget nor will be able to repay. Dr Bedrood took on my difficult case of Glaucoma when no other Dr dared to take on. Thanks to Dr Bedrood, my life is back to normal. I can now drive and do thinks independently. Forever Grateful. read more

Acuity Eye Group - Pasadena - Optometrists Near Me - Pasadena, California

We have been to lots of their locations dealing with the before and after of my husbands eye surgery and subsequent issues. They are fabulous. Felt like a scary situation was under control and that we had the best possible care. The Pasadena office is the best of the ones we've visited, super nice. The others could use a makeover, but considering the volume they do and the great staff we could look the other way with a crowded waiting room and a not so nice location. read more

Asked for them to fax my Prescription for eye glasses to Costco on Thursday Oct 7th. Did not happen. Got a phone call today Oct 12th that it had been faxed. Got to Costco an hour later and no fax. Tried numerous times to contact the Pasadena office and only get the Contact Center. Very angry at this point and will never get my cataract surgery with them now. Terrible Customer Service. Will get a new exam at Costco. read more

Worst place ever . The front office personnel is the worst people I've ever delt with in a doctors office. All they do is collect 8 dollars from u every time u come to the office. They aren't even capable of getting or checking your insurance coverage for u . They ask u to get it for them . The Doctor's don't even wanna help you once they learn u are bridging over to Medicare in a few months from your pre-existing insurance. Don't use this place you can do much better then them ! read more

I went in on 8/23/2022 to get seen for a contact prescription, was told I would get my prescription when I let them know the loaners worked. I called in on Monday, I requested the prescription be mailed to me since they could not email to me. On Thursday, I still had not received the prescription, I was told the Pasadena office did not have stamps and they were not going to be approved to be purchased until 9/1. Unbelievable ! This office does not have a stamp machine, petty cash in the office to go buy stamps when they run out??????? read more