I am very disappointed with the recent experience I had with Eagle Eye Vision Care. I saw the Dr. Rothberg in the spring and was very pleased. I even referred three of my friends to this practice. Upon my visit in March, I was fitted for and ordered Clariti contacts lenses. After finishing the boxes of Clariti I ordered, and having issues with dry eye, I decided to try Acuvue with lens.com. I've ordered the Acuvue lenses twice, and the prescription has been approved both times by Eagle Eye when Lens.com reached out to verify my prescription. I used these contacts for five months. My eyes are still very dry in the evenings, so after doing some research, I wanted to try the Ciba Vision Dailies Total. I ordered them on Lens.com and then had a representative contact me asking me to call my doctor. When I called I was told that I the prescription was not approved because I was ordering a different lens than the one I ordered at the office visit. I was confused since I had been ordering another brand without any issues for several months. The receptionist said she had to check with Dr. Rothberg to see if he would allow me to purchase this new lens since the base curve was different. I was still a bit confused since I've always tried other brands from other eye doctors in previous states without an issue. (Virginia, Georgia, and North Carolina). Those eye care professionals only required I stay with the same power and always approved the prescription for Lens.com or 1-800 Contacts.
When I received the call back from Eagle Eye, I was informed that I would need to come in for a contact fitting at no charge. We discussed possible days I was available to come in, and the receptionist put me on hold to check the schedule. Upon returning to the call 12 minutes later; she said I was last seen in March, "so since it had almost been a year" (it's only been 8 months) I could just schedule my annual visit and that "my eyesight may have changed which could be part of my problem with the other contact lenses." She then said if I still just wanted to come in for the fitting, it would be $60. When I stated that she told me there would be no charge for the fitting, she said she didn't realize how long it had been. She informed me the office policy was that I had 60 days after my appointment to let the doctor know if the contacts did not work in order to have a fitting for a different brand without charge. Then she said, "it's really 90 days because we grant a 30-day grace period to change without charge past the 60 days." I told her that I thought it was poor customer service to tell someone they would not be charged then put them on hold to make the appointment only to return and tell them to either pay for an annual visit or pay $60 for a fitting. I also told her I did not understand why a different brand of lenses was approved by the office TWICE before if I was supposed to come in for another fitting. She told me that I'd likely submitted the prescription near the weekend and Lens.com can fill a prescription if they don't hear back from the doctor's office for 48 hours. I said it was just confusing to me since I had no issues in previous states. She then told me she'd lived in Florida her entire life and it was Florida LAW to order the same brand of lens that appears on the prescription. So why did approve a different brand twice before if it's an actual LAW?
I then told her I thought it best for me to find another eye care provider as it is poor customer care to tell someone there wouldn't be a charge (since she did not check the date of my visit prior- her fault) then state it would be $60 or just come in and pay for an annual visit. She just responded with "okay." Then I asked if she would have Dr. Rothberg call me. She then stated she would just check with him to see if he would make an exception and not charge me the $60. I said I would rather speak with him regarding the way this situation was handled. As a former chamber of commerce director, I would want to know when my customers felt they were not treated fairly. This seems like a way to get more money from the customer. It is a shame that my business as a new customer and referrals were not worth more to this practice. Unfortunately, I did not receive a call from Dr. Rothberg and will no longer recommend Eagle Eye to others. I have no choice but to order the original contact lenses prescribed until my eye care insurance renews at the first of the year and I can find another provider. read more