Wow, my first Yelp. Just gotta get this story off my chest. Recently came to see Dr. Ezaki for the second time in 3 years for my eye exam. I am lucky enough to have VSP insurance and his office is near my house so it is easy for me to come here. Same as the first time he was great. He took a few minutes to explain my eyes and contacts. He updated my prescription with a little change and sure enough it was clearer through my new glasses. I have an appreciation for down to earth doctors, and Dr. Ezaki is great. Sandra the optician helped me pick a frame that fit my face. She also was sensitive to my budget, because times are tight right now, and I just wanted something that was covered. She did convince me to get an anti reflective coating because it helps for driving at night, and she also pointed out that it was a good value on my insurance. So that was the only extra thing I spent money on, and am happy I did. I did not feel pressured to buy a bunch of extra stuff I don't need, or some swanky frame, like on my last pair that I got at Lenscrafters. I bought a pair of comfortable frames and I see clearly through them. No complaints here.
However, the office manager (I think her name was Tina) was a bit much to deal with. She turned what was otherwise 2 routine visits into much adieu about nothing. It started when I walked in the door. I approached the front desk and she told me in a very snooty tone that the Doctor was running late and that I "would have to be patient." Well ok then was it something I said? Then as Sandra and I were trying to find a pair of glasses that fit my budget, Tina kept interrupting Sandra with questions about other patients problems. Finally Sandra firmly had to say to her "Excuse me Tina, is there anything else you need, I am trying to focus on this patient." It was awkward but I thought maybe the ladies were just having a bad day. Finally Sandra took a minute to add up my insurance coverage for my glasses, which looked kind of complicated. She had it done, and I was on my way out. Credit Card in hand, Tina comes over and says to Sandra "That doesn't look correct, let me check it." Tina then re-did my insurance and came up with a different amount almost double what I was quoted!!! Sandra to the rescue, took the doctor's file from Tina, and checked the calculation again, and then got the same amount as before.
Long story short Tina made me have to stay for almost 10 minutes while she checked and triple checked Sandra's work, and in the end, we were back to what Sandra said it was in the first place. What a waste of time. At this point I was late for another appointment, but sat and watched as "the manager" made Sandra prove to her that she clearly knew her job! It was so bad that the two other patients in the waiting room were rolling their eyes the whole time. Apparently I wasn't the only person running behind that day.
Having said all that It gets worse...
My glasses took a little longer than a week which I thought was a bit long, but Sandra explained to me that they had to use my insurance lab to have my glasses made, and that sometimes insurance takes longer, which makes sense to me. I arrived to pick up my glasses. I put them on and immediately could see better. Sandra began to adjust them on my face, and just as we were finishing, guess who, rushes out from around the corner. She takes a look at me and rudely says "Those don't look right on you." and reaches up and takes them off of my face, before I could say anything. We had just spent 5 minutes meticulously trying to get them straight and tight, and Tina starts to bend them. With each bend I was cringing inside, but who am I to question the professional right? Well another long story short Tina totally screwed up my glasses, and it took another 10 minutes to get them straight. The whole time she kept telling me "What a difficult adjustment I needed for my face"... Really? Sandra had it just fine before she had to butt in. So finally after all the fiasco of adjusting my glasses, Sandra apologized that it took so long, and handed me a case for my glasses. You would think we were finally done right? Wrong. Tina comes out at the last second and informs me my insurance was billed wrong and I owe another 20$. At this point Sandra clearly had enough, and I was right there with her. "Sir you are free to go, your insurance is fine and all of your charges are taken care of, I think Tina is confused." Thank you Sandra. Tina began to act shocked, but I had enough of her. I'm sure after the last "Insurance calculation show" Sandra had it right. Goodbye Tina.
+1 Star for convenience. +1 Star for a great Doctor. +1 Star for poor Sandra who was doing just fine without all the "help" -2 Stars for the snooty rude office manager and 30 minutes wasted. I want to go back to see Dr. Ezaki but no one should be treated like that in a professional office. Maybe Tina has a day off? read more
