Always a great experience at Mar-Tan Eye Care Center! They have very professional and kind…read moreemployees!

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I am incredibly disappointed by the complete lack of empathy and terrible customer service at this…read moreestablishment.I drove 1 hour and 15 minutes to get to my appointment. Due to severe flooding and an active state of emergency in Madison County, I arrived 16 minutes late. The moment I walked through the door and gave my name, a staff member called out from across the room, "Nope, can't take him."There were no questions asked, zero sympathy for the extreme weather conditions, and absolutely no attempt to help me reschedule. To dismiss a customer so coldly after a long drive through dangerous conditions is unacceptable. I will 100% not be back.

The office manager Kade will not give you your PD on the phone. However, if you call the 800…read morenumber, they will with no questions asked other than to verify you are the patient. This info was left off my prescription which I had with me. I spent over $600 on 3 pairs of glasses in their office 2 weeks prior and he flat out refused and told me no when I asked for it. I said I don't understand why you couldn't give me this info I have my RX here but it's not in it. I am the patient. He said I won't give you that over the phone you have to physically come into the office for that information. I asked if they could email it instead and he said they don't have access to email?!? When I asked to speak to someone else or a manager, he said he was the office manager and there was no one else I could speak to. He began speaking over me so I started speaking louder than him which did not stop him so I yelled at him to stop to which he began laughing. I said in a normal tone this isn't funny why are you laughing at me and I said that someone had to be over him and he said call back tomorrow and you can talk to my manager while he was still laughing. He also told me he wouldn't give me his managers name at first but did finally provide it. I will not be calling his manager nor ever going back to any Visionworks after this. If you want your PD just call the 800 number and don't waste your time with this place.

My son was being seen by Dr. Christy Willen for ablyopia. He was originally diagnosed after he…read morestruggled with Kindergarten screening at Vision Works. I transferred care because after having a 4:00pm appt at Vision Works he was finally seen by the doc near closing so had to come back after school the following day to dilate his eyes and run out of time yet again requiring a third visit to choose frames for the glasses he needed. The care was okay -- I was a little worried no eye patches were recommended so I sought a pediatric ophthalmologist but ultimately she agreed that the previous management of his eye sight was reasonable but he did end up needing eye patches for the lazy eye. I just have 3 other children that need care and I work full time...I can not have it take 3 days for one child to be evaluated. Fast forward to this current practice. The doc was great. She spent time explaining his eye condition and what the plan was to correct it, and as a result his eyes improved better than expected. After meeting with her for one of his follow-up visits I decided to schedule my other children for their annual check-ups. I'm a mom of four...in managing their healthcare needs I need them to be all be seen by one office/provider. They all have the same insurance. My husband and I work very hard to pay for said insurance as well as all the resulting copays, etc. I have but one day off per week so when it comes time for annuals, dental exams, eye exams -- I book them all at once and put my day off to good use. I was told by the receptionist that it was UK policy to only book 2 appts in the same family per day (in case of no-shows). I did not prefer this policy and I admit I considered transferring care then simply because it was not convenient for me. When I arrived to the appointment for 2/4 kids -- I was told that they did not accept our insurance. When I complained that these new patient appointments had been made several months in advance and why wasn't I asked for insurance information while I was scheduled my other son (an active patient at that practice) -- she told me it was MY responsibility to ensure my insurance was accepted. I didn't make the appointment over the phone. I see no where to check online what insurances are accepted. I do expect to be asked for an insurance card at booking but I suppose I took for granted that it was accepted because my other son was a patient. Ultimately the receptionist was rude; she actually rolled her eyes. So I filed a formal complaint and filled out an ROI to transfer my son to someone who can oversee care for all of my kids. People complain about not being able to find a "good doctor". I'll argue that finding staffing that cares about patient care is twice as difficult. I am so frustrated and all I want is to feel that all of my kids have the care they need in one location so that I'm actually able to follow through making all of the appointments.

I have been a patient at the Eyecare Center for many years in Richmond and I can tell you that the…read moredoctors and the people working there truly care and our personable. There may be days they are overloaded and perhaps someone's schedule gets put back but that's how they see people who may have to call and come in for an emergency and they will do the same thing for you too if you need it, I am very happy with the quality of care that I have received and my husband and my three children.

If I could leave negative stars I would for the front desk staff…read more I visited Richmond Eye Care to try contact lenses for the first time. At my initial appointment, the provider saw me for only a moment and then had me schedule a separate visit to learn how to put in and remove contacts. I was told I would receive trial lenses at that appointment, but when I arrived, they said they didn't have my prescription and gave me something "close" instead. After waiting more than two weeks, I finally received a call--only about an hour before my scheduled contact check--that my actual prescription had arrived. By that point, I had been dealing with headaches and eye strain from wearing the incorrect trial lenses. At the appointment, I explained that I never received the correct prescription, and the eye doctor immediately addressed the issue. Since then, I've needed several additional trial pairs due to problems with the ones I was given. The front desk has repeatedly failed to contact me, even using the excuse once that they "didn't have the right phone number," despite having successfully called me for previous trials. I've now been waiting over a month for a new trial pair that they said would take about a week. Because they rarely answer the phone or return calls, I've had to go to the office in person just to get updates. The eye doctor himself has been fantastic, but the front desk staff has been consistently unreliable and disappointing.