If it weren't for my insurance coverage, I would probably no longer use Nationwide Vision. While my experience with them up in Maricopa County was fine (attentive, quick, responsive, etc.) my experience with the Oracle Road location here in Tucson has been miserable.
First off -- while it's no one's fault really -- my first appointment was May 14. I walked to the center (about 2 miles) only to be told that their system had been down all week, they hadn't been able to even phone or retrieve messages, and so my appointment had been cancelled, only they had no way to inform me of it. However, since I had all the forms and patient information filled out, I left it with the the only person in the store, hoping to save time when I came back.
So I rescheduled for June 4. I received a confirmation reminder voicemail on June 3 advising me to be there at 8:30 the following morning, since I was the first scheduled appointment. I got there right on time; however, the person who opened the store arrived around 8:45 and asked me to wait outside until she got everything ready. I finally got in at 9:00. And all of the paperwork I'd left on May 14th was nowhere to be found. I did a very abbreviated set of forms -- and waited. And waited...and waited. While the doctor was "in" he seemed to just roam around. After about a half hour or so I was finally taken back for the preliminary "exam". You know the one before the doctor finally sees you. When that was done, I waited...and waited again.
When the doctor finally saw me, he seemed to be in a hurry. In the past visits up in Maricopa County, the doctor sat and talked to me, about all sorts of conditions that us older folks (I'm 72) should be aware of, and things like dry eye, etc. This one was more the "Slam, bam...thank you ma'am (or sir)" variety.
Of course, I had to wait some more for anyone to help me. There were three people on staff to begin with, and one pretty much took a powder so the staff was down to 2. I needed to order new glasses, and pretty much picked out the three frames (for clear bifocals, transition lens bifocals, sunglasses) pretty quickly. And waited and waited some more. Finally, the young man on staff helped me. Took his time discussing the costs, etc., after insurance. Which I appreciated. Finally, we finalized the sale, I paid, and he apologized for the delay ("we're understaffed"), and said my glasses would be ready within two weeks.
Well here it is, June 21 and here's the situation with my glasses. I did get a call on June 14 advising me that ONE pair of my glasses had arrived. But no word on the other two pair. I waited until Wednesday, the 16th, and called to see if there was any word on the other 2 pair. They checked, and yes indeedy. A second pair had come in (the clear lens bifocals) -- unfortunately no one bothered to phone me to let me know. Since I had lots of deliveries scheduled from UPS, etc. the following week, about the only day I could pick up the two pair -- with the hopes that the final pair -- the sunglasses -- might show up overnight, I walked to the center on the morning of June 17. Had to wait a while (of course -- there were only two on staff that a.m. and both had their noses on the computer for about 20 minutes before either could help me.)
While I was being fitted, I told them that I couldn't possibly walk there again to get the sunglasses -- if an when they showed up. Told them they would have to mail them to me. They assured me it would be no problem; they would send them via UPS and advise me when they did, and provide me with the tracking number. I told them I hoped to hear from them in the next day or so, to at least update me on the status of my sunglasse.
So Saturday morning rolled around. I hadn't heard anything. So I called bright and early and left a message for them: it was IMPERATIVE I hear from someone that day regarding the status of the last pair of glasses, or I would have to go over someone's head, trying to shake some information out of them or to get a refund on the final pair of glasses. I waited most of morning and early afternoon and heard NOTHING. I was pissed and I called. Whoever answered the phone said she "was trying to reach out to me" but for some reason my "phone wasn't working". I said, well, the number she called (supposedly -- and I asked her to verify it) was the number I was calling from. So either she misdialed or she was plain out lying to me. She did say "supposedly" that the lab said my glasses had been shipped, and they should come in (today) June 21. I said that I expected to hear from them no later than Tuesday, June 22 then with shipping and tracking information. Of course, I had her verify that they had my correct address. And, of course, I insisted she try to call me right after I ended the call, just to make sure my phone number was working!! And she did, and it rang, and it was.
But I'm still waiting....and out of room read more
