I have been going to this office for 2.5 years for my eye care needs. In February they sold to myeyedoctor.com. Since then their service has been horrible. No one is friendly, no one introduces themselves, the check out process takes far too long and their contact lens team is less than desirable.
My first contact prescription was wrong. I called to tell them numerous times. During my exam Dr. Brown stated one eye had gotten worse over the last year. I took their trial lenses and attempted monovision. I was given the wrong sphere twice. I was never told they could not get the correct sphere for the eye with the 'reading' lens in it. I figured out the prescription of trial lenses I was given was completely wrong. I called to speak with Andy who handles the contacts. She stated she could order me some trials in the correct power for my left eye. Andy stated they would be in to the office in approximately 2 days. I asked if they would call or text me when they came in and she said they would. Three days later I called to see if they were in. No, they did not order them however, no one called to let me know what was going on. At this time I asked to speak with the office manager.
Caleb, the office manager called me and said they would set up a new appointment to start completely over and make it right. Caleb was the only good thing about this experience.
Today I went in for a recheck with Dr. Fallon and was not treated with kindness or understanding. I was not given a new exam. They simply put me in the old contact lens RX and started making adjustments from there. A process that should have only taken 30 minutes max took over an hour and 15 minutes. Dr. Fallon is typically very friendly with a lot of explanation. Today this was not the case. I filled him in on what was going on and why I was there. I expressed my frustration to him however his attitude was, I didn't do this. I wasn't involved. I'll make it right today but your eyes could have been having a 'good' day when you came in previously. My thought, well alrighty then. I expressed my frustration with the situation but was still not met with kindness. Every explanation was an excuse or dismissive.
The office staff is rude. No one around there communicates well. Previously I would have given this office 5 stars. Since they've sold everyone is rude and unkind. Definitely not a way to get repeat business or referrals. They're full of excuses and do not treat customers well. I heard their staff talking down to several elderly customers while I was waiting to check out.
Their new check out counter is tucked away in an alcove. I stood there for 10 minutes waiting for someone to come check me out. Then it was an additional 15 minutes for me to complete the check out process. Another woman came over to the young lady who was checking me out to chat. They had a side conversation about the insurance website being slow but not once was I addressed. Customer Service is crap at this clinic now. I'd steer clear if you're expecting top notch service from this office. The only service they provide is talking down to you, rude, and non-communicative.
I can understand when people have a bad day but when it's the entire office with the crappy attitude you being to wonder what is doing on. read more
