I've always received excellent care from Dr. Terry Chin, but my recent experience with the front desk was very disappointing. When I called about my prescription expiring on 11/26, I scheduled the next available appointment for 12/30, which meant I would be without contacts for 13 days and needed a few sample lenses to bridge the gap since I couldn't purchase more with an expired prescription. When I requested samples, the receptionist was dismissive and offered no help. When I asked if she could check with Dr. Chin, she replied--in a tone that made me feel as if I should have known better--that he was with patients all day. I explained that I understood, but hoped she could ask him at some point when he wasn't actively with a patient. Despite this, she never followed up. I emailed the office today, following up on my call from Monday, explaining the terrible experience I had with the woman I spoke with and again asking that my message be passed along to Dr. Chin, as he deserves to know why a long-time patient is leaving. And once again--no response. At the very least, a response to my email should have been a basic professional courtesy, but I didn't receive any acknowledgment whatsoever. Do better, front office at Andover Eye. After reading other reviews of AEA, there seems to be a consistent theme of dissatisfaction with the front desk staff. It's surprising that nothing has been done to address it, and it makes me wonder whether the doctors are even receiving this feedback. I hope this message ultimately reaches Dr. Chin. He has always been excellent, but the lack of support and communication from the front desk ultimately led me to seek care with a new provider. On a positive note, I want to give a shout-out to the optical office staff--they have consistently been terrific. read more

I waited an hour today for an appointment and had to cancel it because I have other responsibilities. They schedule too tight and I have never had an appointment here on time. I suggest people call ahead so they don't waste their day or if they have to reschedule, they can do it before they go and sit. read more

Had a great appointment here. Received courteous service from reception, the assistant and the physician.

Highly skilled team of Ophthalmologists and optometrists who are also innovators and researchers in eye health. Dr. Terry Chin saved my vision by recommending a renowned retinal surgeon when I needed it urgently. Great staff. read more

Just had my upper & lower lids done by Dr. Daniel Townsend. 5 experience. The front desk & back office assistants took their time explaining things to me as well as answering the many questions I had. Not one time did they make me feel rushed even though the office is busy. Dr. Townsend has the absolute BEST bedside manner & he's super funny. Because he kept me engaged in humorous banters my surgeries we're over in no time at all. Let me also say that Dr. Townsend is a beautifully skilled Surgeon. I am 1 week out from surgery, got my stitches out yesterday & I can already see how great my eyes are going to look. I Highly recommend Dr. Townsend & his highly skilled staff. thanks for being Awesom!!! read more

Kelly H. You just keep this dialog going because you try to cover up the atrocious behavior your office staff had in handling the arrangement of my appt. with Dr. Townsend. First and foremost I have been patient if Dr. Townsend 30 plus years. In fact I started in the Andover practice because I had my office in Andover at the time when I first was referred to Dr. Townsend by my son's pediatrician Dr. Julian Pearlman. So my history and the evidence of my behavior is long and substantiated. And is always respectful until I am mistreated. As for Andover Eye's 4.5 rating you claim when I see 3 stars since before my unfortunate experience, your office staff, their family. and friends most likely make up the commentary presented online. As it is easy to drive opinion when paid staff and their close contacts write favorable comments. If your staff had handled my appt. professionally and with intelligence as well as with respect for Dr. Townsend and his patient all would of went accordingly. But it became clear no notes were taken thru my numerous conversations in arranging my appt. In Andover as I was continuingly told I had a regular eye exam when I did not. Dr. Townsend unfortunately is in an environment at your office that should not be representing him as he and I as well as his staff. his wife Cheryl, all staff in various offices have had a professional relationship over 30 plus years. All it seems to me the people who answer your phone at your office is to talk at patients controlling the conversation without correct content and by NOT listening to the patient. You want Dr. Townsend's patient to be a patient of your practice not to continue with Dr. Townsend by my experience. With office staff that cannot understand insurance. that take no notes when an appt. is arranged, and communicates by dictating NOT listening not asking questions before they act is unprofessional. read more

After many years going to this practice I have made the difficult decision to leave. Here is why... They have documented my care on the wrong medical record, they repeatedly cancel appointments for cataract surgery and the new staff in the optical shop are beyond rude. You can make your own decisions since most of these issues are administrative. Dr. Chin is wonderful and very competent for eye exams. The office manager (Beth - who I tried to contact to discuss) was hostile, argumentative, and simply was not interested in feedback. She went so far as to accuse me of canceling appointments and being a no- show - both inaccurate Having extensive experience in healthcare - this is simply not the way to treat/interact with patients. I would recommend looking for another practice read more

I didn't actually end up going to Andover Eye Associates for an appointment (more on that later), but I suppose that's for the best if their customer service is anything to go by. I talked to three (maybe four) different receptionists and felt like I was getting mixed messages. I called to make an appointment as a new patient last month and gave all of my information over the phone. No issue with that. A week or two later I received a call saying their hours of operation changed due to the COVID-19 situation and asking if my appointment time could be changed. Again, no problem. I called back yesterday to reschedule and got someone on the phone who was different from the person who did my intake and the person who called and left me a voicemail. Whoever answered told me, rather curtly, that they were closed for the day and to call back tomorrow. I had to ask what their current hours of operation were since she did not offer that information, nor did they tell me their hours of operation in the voicemail. She told me and I hung up after I thanked her since I didn't seem to get any kind of response after that. I'm not sure who this person was or why she answered the phone if she couldn't assist me. Maybe for medical emergencies, although I thought that might be a different number than the main line. I received a callback today (from the woman who initially left me the voicemail) to reschedule my appointment. About 20 minutes later, I received a call from a different person saying my insurance was out of network and I could either pay out of pocket or cancel. I opted to just cancel the appointment. This particular woman was polite and apologetic, and I do appreciate her telling me ahead of time about the insurance rather than finding out the day of or after my appointment. However I am frustrated that it took this long and this many different phone calls to figure out the issue with my insurance. I'm particularly confused since they were listed as a provider on my health insurance's website, although that's likely the fault of the insurance company. To be fair, I know the current circumstances are unusual. Also I don't know the process and how long it takes for healthcare providers confirm whether someone's insurance plan is accepted. Still, had I known sooner my insurance was not accepted, I would have contacted different eye care providers in my area. Honestly my whole interaction with this place just felt like a waste of time to me. read more

just nowNEW I have a worn glasses for the last 20 years and the last five years has been an extraordinary experience with Andover eye associates. Erica and all the members there go completely out of their way to take care of you their warranties are strong their glasses are of first quality I can't praise them enough read more

I saw two doctors here, and they were both fantastic. Both understood that I was nervous about having anything done to my eyes and were extremely gentle with me. I highly recommend them! They fixed my eye problem. I am extremely grateful. read more

Had upper eyelid surgery with Dr Townsend about 2 years ago. Result was eyes were uneven. Neither he nor his staff said they could see it. Dr T did a revision however the situation was unchanged. Recently had eye exam with Dr Michael son who immediately noticed the difference between eyes without my even mentioning it. Guess Ill have to live with UNEVEN EYES! read more

I would definitely recommended this office to all my friends and family! Very professional, well educated, knowledgeable, thank you so much to DR Terry Chin, Dr Evans and special thanks to Carolyn Sheppard who helped me filled up all the medical forms I needed for my works! Thank you! read more

I have been a patient at Andover Eye for a few years now and I have always received excellent care and service from the front desk, techs, optical shop and the doctors. Yesterday I had a vision concern and called them for an appointment. Rosemary was terrific and got me in to see Dr Chin in the afternoon. Elena (tech) was so kind and relieved my stress during the visual screening. Dr Chin examined me and reassured me that I was going to ok. Checking out, Chrissy scheduled my follow up w Dr Chin with a nice smile. Such a great experience all around! I am so thankful for the added care and nurturing this practice always provides- thank you AEA! You guys are the best!! read more

Just had an eye-exam, as ordering glasses online these days has become the way to go. The place is really nice, big and airy, you don't feel compacted into a small space. The front desk were very friendly, and sorted out my insurance issues so the exam was covered - going so far as to make the annoying phone calls on my behalf. Dr. Chin was similarly awesome, friendly and helpful with questions, doesn't have that 'rushed' vibe that doctors often have. read more

I have never dealt with the optical shop but I can say that the Ophthalmology practice here is second to none. I have gone, for years, to Dr. Michaelson and I would recommend him to anyone. However, earlier this week, I saw a different Dr. on an urgent basis. Dr. DeCastro was very nice and diagnosed the cause of my eye injury quickly and her treatment method shaved days off of my recovery time. My follow up with her yesterday went very well. She was very nice and very thorough with explaining my treatment options for a permanent resolution to this eye issue. In a few months I will see a different specialist, Dr. Townsend, to hopefully correct the issue which caused the injury in the first place. I have every confidence that my positive experiences here will continue. Also, a shout out to the front desk staff who are also very personable and knowledgeable. read more

Andover Eye Optical Shop has been my service provider for 14 years. I have come to depend on Erica to help me pick out frames that actually look stylish and complement my face shape and personal style. The glasses are typically available in a week or two. If not, I get a phone call with update. They check to ensure the fit it right and that I am happy with my purchase before I walk out the door. Thanks for your patience and assistance Erica! read more

I am extremely pleased with the service and professionalism at Andover Eye Associates and their Optical Shop. From the appointment to the choosing of frames to the fitting of glasses, everything was smooth, easy and fast. Great place and staff read more

Dr Chin is a very good doctor but the technician was very rude and condescending to us(me and my mother). other than that, dr chin was kind.

Went here for the first time last week. Everyone was friendly and helpful, including the woman in the optical shop who helped me with a glasses and prescription sunglasses order. I went back today for a follow up on my contacts and everything was fine, until I went back to the optical shop. The woman who assisted me last week was on the phone helping another customer, so I stood at the counter and waited. A second woman, with curly hair turned around and somewhat curtly said "we'll be with you when we have time." Ok, fine. The curly haired woman finished helping another customer and was helping me about a minute after our initial interaction, when I advised her I needed to order contacts and wanted to check the status of the glasses I ordered last week. The curly haired woman went in back, came back, and said they'll be in tomorrow, at which point the woman who assisted me last week advised this woman that my order had 2 pairs. Rather than going and checking on the 2nd pair, the woman began processing my contacts order and told me I would get a receipt when I pick them up "because it's going to take awhile to put in the system." I advised her I needed a receipt to submit the expense to my FSA, at which time she did offer to print the receipt for my glasses as well, which I hadn't received the week before. After finishing the contacts order, she seemed ready to be done with me, but I asked if she could check when the 2nd pair of glasses would be in. Rather than go in back again, she said well it's through VSP so 7-10 business days so 9/19 at the earliest. I advised her I was leaving for vacation on 7/15 for 2 weeks and had not been told my glasses would take so long. She continued to argue 7-10 business days until the woman who helped me last week said, "It's fine; I'll check" to her. She checked and they will be ready Monday. Had this curly haired woman taken the time to actually check, she could've avoided upsetting me and creating a negative experience with this practice. I have no time for laziness and poor customer service. I advised the receptionist on my way out to cancel the reminder for next year's appointment in their system, as I will not be returning, except to pick up my contacts and glasses. read more

I recently went here to get new contacts. I had lost one of my lenses, and as such, was wearing the mate to the lost lens (of a prescription over 2 years old) and a lens from an even older prescription. I booked an appointment at Andover Eye Associates as they were "In Network", ignoring recommendations for other doctors in the area. I was told to bring my previous prescription, if I had it. After looking through some records, I grabbed something that looked prescription-y. This is where things went wrong, and if you want the short and quick version: Nothing went right or smoothly or easy with this office, and I have no plans on returning. 1. I was told I had to pay a $20 "Contact Fitting Fee" (You'll see why this is frustrating later). 2. When I was taken back to have my eye measured, I was asked for my previous prescription. I mentioned that I had handed that in, and was told that it was for eyeglasses, not contacts. Well, I'm not an optician, so how was I to know? I said that I didn't have it with me, and was unlikely to have it. I was told SEVERAL more times that I should get it, and that I would be charged another fee if I couldn't produce it for them to fit my eyes (so wait, what was the "fitting fee" for?) At this point, I was pretty annoyed because I had already made it clear that I didn't have it and felt like I was being badgered. Furthermore, "Accio Prescription" failed to magic it out of thin air. 3. Then, this same assistant questioned why I was wearing RGP lenses. When I said that it's just what I had been given, and that I like them and have no problem with them, she treated me like every other doctor I have seen in my 20ish years of wearing contacts was an idiot. 4. When I met with the doctor (who was the only nice and friendly person I had encountered in that entire establishment), the actual eye test went extremely quickly. I'm used to doctors being fairly thorough here, and giving me a lot of "which is better..." I think I was asked that 2x for each eye. Maybe that's the new norm, but I've never had this part go so quickly. 5. In looking at my eye, the doctor noted that of the two lenses I was wearing (again, each being from a different prescription date), one fit better than the other. I believe the "old" lens fit better than the "current" lens, but no mention was made that we should get proper eye measurements in order to ensure that I'm given the best fit possible. He again stressed getting my previous prescription. This really kinda bugged me - as a new patient, shouldn't they want to take these measurements to ensure I'm getting the best fit possible? Isn't it possible that the measurements of my eyes had changed in the 2+ years since my last prescription? 6. I was then left with drops to let my eye dilate. Again, every time I've had this done before I'm left for ~20 minutes in a dark room. In this case I was left for around 45 or so, in a room with the bright light on, not very kind on dilating eyes. My entire appointment was 1.5 hours, and I have NEVER had an appointment so long, especially given the quickness of the eye test. 7. After (finally) leaving the office, I contacted my previous optometrist, and asked them to email my prescription to my new provider. They did this twice, both times without the Andover Eye Associates receiving it. Finally, I was able to get them to CC me as well, and I printed out the prescription and hand delivered it. 8. When I was notified that my lenses had arrived, I asked if I needed an appointment to pick them up as every time I've received new lenses (from many different eye doctors) they generally want to see how the new lens is fitting either the day I pick them up or a couple weeks later. The woman on the phone was a bit rude in asking me if I remember what the doctor said, and it turns out that I didn't need any appointment. I was surprised by this but honestly, just wanted my new lenses and to be done with this office. 9. When I went in to get the lenses, I was told I had to pay for them. I was surprised at the amount as I have vision insurance that allows up to $200 for lenses, and asked if that was after insurance. Turns out - NO! They hadn't bothered to apply my insurance. They were able to pull up my insurance with no info from me, so they clearly had it on record. 10. When I got home, I was curious, so I looked up the prescription for my new lenses and compared it to my 2+ year old prescription. Let's just say I wasn't surprised to find out it was the EXACT SAME prescription. I have never NOT had my prescription change, especially after 2 years. I don't know if there was a mix-up and the old prescription was used without correcting for the power or what, but I feel like I went through a heck of a lot of hassle to get what I had, when I know the power needed to be adjusted. I'd really like to know what the "fitting fee" was for. Save yourself some trouble and go elsewhere! read more

They took four weeks to get my frames, and they gave me the wrong ones. Both employees that I talked to were clueless. They never called to tell me there was a delay. I called after two weeks and they said the frames were probably on back order. Two weeks later when I called, they were in. When I picked them up, they were a step down from the ones I ordered. They are only reading glasses so I wasn't going to fight with them about it. They are clearly to small for me. But I did not save the order slip with any record of my order. If you do decide to go, ensure you write down the exact from number you order, and be prepared to wait. read more

I've been going to Andover Eye and Dr. Chin for a few years now and they have been fantastic. The front staff is usually polite, punctual, and attentive. Dr. Chin is very professional yet always takes the time to ask how I am and how work is going. He worked hard to help me find daily contacts that were comfortable my eyes (and it took more than a few tries....stupid astigmatism). I'm embarrassed that I can't remember her name, but the woman who works in optical with the glasses and the dark hair is a godsend. She has helped me pick out cute glasses twice now and is beyond helpful with insurance plans, benefits, frames/lenses, and all things regarding getting your contacts/glasses in your hands. No joke - every office needs a lady like her. As long as I continue to live in the area, I'll keep coming to Andover Eye. read more

I am a patient at another office in the building and stumbled across the optical department. The girls that work here are extremely helpful and they have a nice selection of frames. I was able to find out my insurance benefits, and schedule an appointment to come in. After seeing Dr. Chin (amazing doctor!), I purchased my glasses and they were able to get them ready in just an hour for me! Which was amazing because mine are almost 4 years old. Over all, the experience was great - I just wish I had known they were here sooner! read more

I really appreciate Dr Chin's service, I've been seeing him for a few years and he's been helpful and thorough with responding to any concerns/questions I had raised. However, I have to leave a 1 star review as I don't appreciate the help I've received from the front desk. The conversations I've had with them, have always portrayed a sense of entitlement (quite the contrary to Dr Chin's approach or the optical store's approach). They're not entitled to my business, especially when it's difficult to work with them to schedule appointments. I'm also not a fan of being put on hold for minutes on end, nearly each time I call, just send me to voicemail or take my number down. read more

So far so good! Called to book an appointment after a very disappointing experience with another provider across town, and was greeted cheerfully by the receptionist, who helped me book my appointment and let me know about paperwork I could complete ahead of time. Fingers crossed that my visit goes as well as my initial interaction. read more

I recently switched from another local practice. Every part of my appointment was great-friendly, polite, timely, and helpful. Dr. Chin provided me with a new option for contacts, the front desk was helpful with insurance, and I can pick up my contacts this week. Also worth mentioning: They have a very nice selection of frames! read more

Although I personally have excellent experiences with Andover Eye Associates over the years (Dr. Michaelson is my provider - very competent, and the office staff is wonderful), taking my father to the practice was a completely different story. Because my father has glaucoma, he was recommended to see Dr. Latina - a most gruff, impersonable physician who seems to have no understanding of geriatric patients, though they make up the greatest population of people suffering from glaucoma. After the most recent visit, I had decided not to ever take my father back to see Dr. Latina. We needed a form to bring back to Dad's assisted living facility so they could administer his eye drops. Elena, a most efficient and caring staff member, prepared the form and left it with my father's records for Dr. Latina. When Dr. Latina could not find the form, he began shouting for Elena, who was several rooms away, working with another patient. This man was shouting at the top of his lungs - I am sure everyone could hear him. He called Elena an idiot, and said that the entire staff were idiots. Then, of course, he located the form, right where Elena had put it. My poor 89 year-old father was bewildered - he thought he had done something wrong. I could not get out of there fast enough. Dr. Latina's behavior was inexcusable and casts a pall over an otherwise excellent medical practice. read more

Crappy customer service in the Optical Shop. Don't waste your time. Apparently they can't find the time to make a return phone call. Terrible hours...not open every Saturday (no set hours which is kind of strange). Don't bother going here, there are plenty of other places out there. Hate to say it but a well known eyeglass place in the mall was surprisingly a pleasure to deal with and I had my glasses, as promised, within the hour. Why I didn't go there in the first place I'll never know! read more

I saw Jason Chin and he was not attentive and was very very quick. Prescription was wrong from day one. I went to Tallman Eye Associates and they were thorough and took their time to really find the right prescription for me. Allowing me to go over several settings over and over till it was right. They told me my glasses from Andover Eye was completely wrong. The prescription given was wrong!! I have had to deal with poor vision with previous glasses all this time due to an incompetent person who couldn't take the time to listen. Never go here again!!! read more

I've been buying my prescription glasses at Pearl Vision. I decide to try someplace new. This was the best decision I could have made. Erica the store manager was wonderful, helpful and honest. I bought a high quality pair of sunglasses that are not only prescription but are progressive lens. The quality far surpassed what I had previously purchase. I would recommend highly this optical store. It's next door to Andover Eye Associates In Doctors Park Andover. You won't be sorry you shopped there. Ask for Erica she was terrific and she knows her glasses. Annette read more

The only clinic I went has higher follow up charge than surgery itself......

I called with a straight forward question regarding insurance. The person I spoke with was rude and condescending. I'll pass.

Excellent Service! Erica could not have been more helpful. She really took the time to help me choose the glasses that were the best size and style for me. She called me immediately when my contacts and glasses arrived. Couldn't have been a better experience. Highly recommend! read more

Most of the doctors are very competent, however the support staff is terrible. One lady in customer service has a very bad attitude, and is downright unfriendly. The business would probably have more clients if they replaced most of the clerical staff. read more

I started going here several years ago to get treated for Corneal Erosion. My doctor is Dr. Joseph Ciolino, MD who's primary practice is at Mass Eye & Ear in Boston. Dr. Ciolino is a very young but excellent eye surgeon. He did laser to both my eyes and it was a success. I've also seen Dr. Michaelson and another of the colleagues. They book far in advance so call quick. Never had any major issues with front office staff. read more

I just walked out of Andover Eye care after being rudely berated by the receptionist in front of other patients. When I made my eye appointment I informed the person that answered the phone twice that I no longer had VSP vision plan I have Humanna. For some reason she didn't seem to understand that and asked again " You don't have VSP?" No, I have Humanna. I called this morning to verify my appointment. No one mentioned my insurance. When I went to check in the receptionist this evening she loudly said' I've been trying to get a hold of you for your insurance information, I couldn't verify it with VSP" I AGAIN said I don't have VSP, I have Humanna , I told them when I made the appointment. When I called to verify my appointment this morning no one mentioned my insurance. I have my insurance paper with the coverage and ID number here and went to hand them to her. She loudly said, again in front of 2 other patients " Well I don't know, I don't know if I can even verify it with Humanna now it's so late " The tone she used was rude, condescending and unnecessary . I've been an Registered Nurse for 42 years and I have NEVER heard any one in a professional environment speak to a patient like this alone never mind in front of other patients. There was absolutely no need for her rudeness. I told this practice 3 times I no longer had VSP, i called them this am and no one said one word about my insurance, All this woman had to do was turn on her computer, go to Humannas site, plug in my name and date of birth which Andover Eye has on record and my ID number comes up if she couldnt accept the Humanna verification I was going to hand her. Instead she decided to be unprofessional, condescending and unnecessary. Never again will I step foot in that building. read more