This was one of the worst eye exam experiences I have ever had. Although I usually go to a different location and have loved it, I booked an appointment at this Lindell location because it is closer to work and I could squeeze in an afternoon visit. My appointment was for 3:00 p.m. I arrived a few minutes early and when I checked in, they asked for my insurance card. I said I did not have insurance for vision and I preferred to pay the lowest personal-pay rate; they wanted to copy my card anyway. I asked how much the exam would be and the front desk person confirmed it would be in the same range as I have always paid for the glasses/contacts exam. I waited for about 45 minutes - without a single word from the front desk on why the doctor was delayed or how long it would be - and was about to walk out when they finally called me in. Note that there was only one other person in the waiting area - a self-professed walk-in.
During the exam, the doctor briefly checked my vision and confirmed my prescription had not changed from my last visit at a different location. He then proceeded to write a prescription for contacts in a different brand than the one I have been using for the past five years without incident. I asked him why the new brand, and he did not have a good explanation - something about oxygenation being improved with the new brand. I said I had not had any complaints with my current lenses. The brand he was prescribing is one I have used in the past and had multiple ripped lenses. He backed down, agreed to actually CHECK my eyes for evidence of oxygenation problems - no problems found - and let me stay in my current lenses. All that leaves me with is the impression that he receives some kind of special treatment from the favored brand.
He then spent at least five minutes explaining to me how to clean my lenses with special instructions to dump the fluid each day (omg duh) rather than re-using the fluid every day. I smiled and nodded but felt this was an additional time-waste when dealing with someone who has been wearing contacts for over twenty years and has never had an eye infection. I pointed this out to him gently and he said most of his patients are trying to save a few dollars so they re-use the fluid from day to day.
I finally got ready to check out and realized they had skipped the $20 add-on exam I had requested. I then had to wait for them to bring me back for that one.
When I checked out, I was billed the same amount as I have always paid in my years at the other location. They tried to pressure me to buy glasses and contacts in-store (I always buy on line) and seemed disappointed when I did not even look at their selection. All of a sudden now I am receiving a bill for an additional amount of money, reportedly my insurance "Co-pay" (remember I did not want to use my insurance but simply pay the lowest self-pay rate). Thankfully, the billing department is being wonderful in looking into the discrepancy. Oddly, they are unable to fax me a price list of the various exam prices.
I am optimistic that the billing department will sort things out - that is not my main complaint. My main issue with this location is the shadiness and lack of clear communication at all levels - billing, front desk, doctor's recommendations, etc. They need to be more upfront and transparent in their work and billing, and if they are running late, let people know how long it will be and why. Simple respect for patients' needs and time will go a long way. read more
