Dr. Zurcher is an excellent optometrist, but unfortunately the front office experience has…read moreconsistently been frustrating.
Over the years, I have repeatedly encountered billing errors, coverage misunderstandings, and situations where I have had to explain my own insurance benefits in order for the office staff to process claims correctly. This has been especially problematic with my daughter's coverage, where it seems that benefits are not reviewed thoroughly before bills are issued. Had we not understood our insurance coverage ourselves, we would have paid significantly more out of pocket for services that should have been covered.
Most recently, I was told by the front staff that I was required to schedule and complete an eye exam in order to obtain a prescription. After taking time off work, rearranging meetings, driving to the appointment, and spending nearly three hours (travel/exam/kids arrangements) , Dr. Zurcher informed me that my prescription was actually valid for another year and that the exam was not necessary. Since I was already there, we completed the exam anyway.
The office then attempted to bill me for the appointment that I had been incorrectly told was required. After considerable discussion, Dr. Zurcher confirmed the mistake made by the front office and the exam fee was waived.
Now, while attempting to order additional contacts, I am being told by the front staff that my prescription is expired and that the exam I completed is considered invalid because the charge was waived. I have been told that I must either pay for the previously waived exam or undergo another exam in order to obtain contacts.
This makes little sense. If the office required me to attend an appointment that was unnecessary, causing me to take leave from work, rearrange my schedule, spend time traveling, and incur personal expenses, why should I now be penalized because the office chose to waive the fee after acknowledging its own error? If the exam is invalid because it was waived, when will the office reimburse me for the time and expenses I incurred attending the appointment that I never needed in the first place?
I have stayed with this practice because Dr. Zurcher is knowledgeable, professional, and honest. However, after years of recurring billing and administrative issues, and being told by the office manager that I should seek care elsewhere rather than have these mistakes corrected, I have decided to do exactly that.
It's unfortunate, because the quality of care provided by the doctor has been overshadowed by the ongoing problems with the front office staff and office management.
