Dr. Kitamura has been my eye doctor for many years, and I trust her completely. She's kind, knowledgeable, thorough, and always takes the time to explain everything clearly. The staff is friendly and professional, and because of my great experiences here, I've referred several family members and friends over the years! I highly recommend this clinic for their exceptional care. read more

5 stars for the optometrists (I've seen Dr. Kitamura for ~15 years. She's great!). The medical assistants/techs have also always been friendly and helpful. 2 stars for the administration system here. They forget to invoice you for things, then send you bills for nonpayment, then when you do pay the bill they forgot to send you in the first place the front office doesn't communicate with accounting, etc etc. Or they overcharge you for services you didn't receive and you have to argue with them over the phone about it. If you pay at time of service make sure to inspect your bill very carefully because it's a pain to try to get it corrected later if there's a mistake. I'm feeling generous so the clinic as a whole gets 4 stars instead of 3, but that's entirely being driven by the quality of actual care providers not by the rest of the office. read more

NorthWest Vision Institute: Doctor Gilbert could almost be considered offensive in his patient interaction. Will say that the tech that helped me was a nice guy. And then, it took three, yes three different emails to get my results. It was only after they wanted me to pay the deductible (about 30 days later) and I outlined I had never received my results did I get them, the next day. I would definitely look for another optometrist office to use. read more

I originally went here for an eye irritation which the eye doctor corrected. However, I noticed they also perform eye exams, so I decided to switch doctors since I was due for an eye exam anyway. I thought it strange that they never asked for payment as I was leaving. I should have known something was fishy, back to this in a moment. So when I underwent my eye exam, everything seemed like a routine eye exam except for something I did not catch until I got my glasses. I noticed some double vision during the eye exam, but the eye doctor said that would go away since I had initially come in for an eye irritation problem. I didn't think anything of it during the eye exam. When I finally got my glasses (note I did not get my glasses from Northwest Vision Institute, only the prescription), the left lenses seemed blurry, and not much changed in my vision. But I went back to what the doctor said that it would go away. Well, I waited and waited, and it never went away. At work, a person told me that I could get the prescription corrected at no charge within six months. So I waited. Finally, I made an appointment to go in, and I specifically said I don't think the prescription was correct. Northwest Vision Institute wanted to charge me for their mistake. They said it was outside of the three-month window. Really? An eye exam is only suitable for three months? To me, that's some straight-up nonsense. This triggered all kinds of alarms for me like they did not ask me for payment at the end of my visits because they were billing me and my insurance astronomical sums of money. I finally paid them, but it was painful financially, and in hindsight, I shouldn't have. So the moral of the story is only go here if you enjoy flushing money down the toilet because I have glasses that do not work, and I'm out of thousands of dollars. I find it fascinating that they would rather lose me as a customer for life than fix their mistake in my prescription. read more

Scheduled a 10:15am appointment. I'm waiting. Receptionist told me they're short staffed. It's now 20 minutes past my scheduled time. May need to reconsider. It would be nice to go to a place that is not short staffed. They should owe me for my time waiting. AND I CAME EARLY! read more

In the past 2 years I had 2 eyeglasses (frame and lenses) from them. Both eyeglasses broke already. They were reading glasses, nothing complicated, and each of the eyeglasses cost around $200-$250, ridiculous price I know but the insurance paid for them. To replace them I will go to Rite Aid and pick one of their $25 eyeglasses which will be cheap enough to replace if they break. I cannot recommend these guys to anybody. read more

This is my second year going to northwest vision institute and I just LOVE them!!!! I saw dr wickenburg the first time there and then recently saw dr michalko! Great docs and great staff too!!! Scheduling with them was a breeze!!! I highly recommend them to anyone who needs an ophthalmologist!!! read more

I woke up on the day of my birthday with my left eye all red and swollen. I was miserable, and kept hoping my eye would calm down since I had big lunch and dinner plans. Well... my eye never calmed down- I had to cancel my entire day! I called NW Vision and they got me in within an hour. Everything was great, until I met Dr. Gilbert. He wasn't very nice to me at all... and for someones birthday being ruined I was in a pretty upbeat mood. He didn't introduce him self, made sarcastic comments, said I wasn't telling the truth and overall the appointment was miserable. He didn't tell me I needed eye drops, he just walked out of the room (while ignoring my thank you) after telling his assistant (very vaguely) I need drops for a week. I had to ask the front desk to double check if I should have a prescription...and I did, they said they would call it in. I would of walked out of there not knowing I needed meds. I may come back to see another doctor there but not Dr Gilbert... He has quite the ego. read more

Good location, good doctors, quality issues with their eyeglass selection. I went here for an eye exam after a few years and the technology was modern, the exam was quick, painless, and informative. I selected one of their pricier sets of glasses off the shelf (as I had a little bit of pocket money to spend) and was told they would have the lenses ready in 10 business days (two weeks). The glasses arrived and looked great, but the construction was poor. The frames started falling apart less than a week after purchase. I had to revisit the location and ask for a repair. They opted to order me a new set in and then change my lenses out. This took another two weeks and required yet another visit to make the change. Although the process for getting the replacement set of glasses in was free, it was time consuming as I had to keep revisiting the spot. I should note that a little bit of inspection on my part would have noticed the problems prior to accepting the first set of glasses which means that even though I didn't look for the quality issue, the Vision Institute was not checking their frames either. read more

Dr. Kitamura is great. I hadn't seen her for a few years after giving up contacts for awhile (too dry at my office.) She fitted me for daily disposables and I'm very pleased to be able to wear contacts again. While the office and some equipment is a little older, they also have new technology where it counts - I didn't have to get dialated because my insurance covers their new machines. read more

I've been coming to this practice for around 12 years now and it has gone steadily down hill over that time. More significantly in the last three. More recently I find myself waiting a long time for my appointment to actually start, at which point an assistant now does some superficial checks that the doctor used to do. Then I end up waiting another 15 minutes for the doctor to come in and basically just review what the assistant did rather than doing the exam themselves. I came here for the doctor not the assistant. I won't be coming back. read more

I actually started off seeing Dr. Stephanie Kitamura at the Bellevue location and then she moved to the poor stepsister branch in Kirkland. The place is very old looking . . . seriously, the eye exam chairs looks like they were bought from a optometrist supplies consignment store! But Dr. Kitamura is very good and a contact lens specialist to boot! I actually really like the fact that the NW Vision Institute is linked to other optometrists and a Lasix eye specialist so that if and when I decide to go down that path, the option is there! read more

This is the worst eye clinic I have ever been. I went there with a intention to have cataract removed. At the first appt as a new patient, they have me going thru some test and recheck my vision after a long wait. The list of exam that shown on the bill are confusing. I don't really know what exam are being performed. The second appt with the Dr Gilbert. Again, a long wait. They did more exams before I could see him. He was rude during the exam and rushed me out of the exam room in 5 mins. After experienced his rudeness, I decided to look somewhere else for cataract surgery. Looking at the bill, I just don't know how much they have already made from me/insurance company. read more

on jan.3. 2018 i was in to see dr. eckman for a follow up exam, he prescribed restasis eye drops for me, on jan.5, 2018 i developed for the first time in my life a eye sty. only 2 days after being in his office.. i called and asked for him to call me on jan.8, 2018 as i wanted to discuss about the eye drops restasis, as my insurance was not going to cover it, and price would be between $250.00 to $500.00 a month, which in no way can i afford, also wanted to discuss the sty... after 3 days with no reply i called back, this time i talked to a lady name chris. who informed me ''now'' dr. was out of office till monday, and hadn't returned my call as he needed to know more info first, which front desk girls didn't follow up on by calling me back... huh??? what kind of dr. dosen't call back?? now my eye needs attention ''now'', not next week as she (chris) was determined to make me wait for... the lack of knowledge she had was unbelievable, she admitted they see lots of patients with sty's, but she personally had no knowledge of them. she was not helpful at all, and she ended up hanging up on me.. i then called my regular dr. to see if they could help, they got me in that afternoon, and my eye lid is infected. and in need of antibiotic ointment... end of story when i first met dr. ekman, i really liked him, but after this go around and the lack of communication between front desk ~ dr. ~ patient, or lack of interest what ever it is. i will not be back there!!! all i asked for was a phone call from dr.to discuss issue... if that is too much to ask, they don't and wont have any business from me again...not to mention lack of cleaning equipment or hands .. of staff and dr.'s read more

I made an appointment with NW Institute about 2 weeks ago. I just received a call 5 minutes before my appointment noting it was canceled due to a doctor's unavailability. Noted the earliest they can reschedule is 2 weeks from now. I'm taking my business elsewhere. read more

I visited the Northwest Vision Institute in 2008 at the Bellevue location and had an awful experience. The staff was unfriendly and unhelpful; the wait time was unacceptable; and the doctor was unpleasant. He then informed me I had an ingrown eyelash, which he said "here, I'll pull it out for you." When I got the bill weeks later, they had charged me $180 for a "surgical operation" for the removed eyelash!! When I called, the billing department was kind enough to reverse that charge. In 2013, I decided to try the Kirkland office and had an appointment with Dr. Kitamura. She was very efficient and very nice. The staff was also efficient and professional and very friendly and helpful. The other reviews seem a few years old, and I didn't notice anything that would warrant complaints about a limited glasses selection or outdated equipment. I would definitely recommend the Kirkland branch office over the Bellevue one! read more

This review is high because Dr. Ekman was incredible. I have a rare and serious eye condition that flares up every so often and when it happens I need immediate treatment. Dr. Ekman is my preferred doctor, but one time I had to make an emergency appointment and they fit me in with Dr. Hayes. I found him to be approximately the opposite of Dr. Ekman. Dr. Hayes treated me like I didn't know anything and was being overly cautious about my condition. He told me that it was normal for my left eye to dilate randomly and stay dilated for days (in the 10 or 11 times I have had a flare up of my condition, this is the FIRST time this particular symptom has happened. I feel I was rightfully concerned). I was in and out in about 5 minutes, which would normally be fantastic, but I felt like he didn't spend any time with me or take me seriously, but rather rushed me out. I should also mention that I am an optician and know a decent amount about eyes. Dr. Ekman treats me as such and takes my fears and experiences as legitimate. I never once felt like an idiot with him and I really appreciate that. Bellevue is pretty far out of my way, but if the choice is convenience with Dr. Hayes in Kirkland or fighting traffic and construction in Bellevue to see Dr. Ekman, I will choose Bellevue every time. Bedside manner can make all the difference. The front desk staff is always pretty friendly as well, at both locations. read more

I called to make an appointment, and it seemed to me that the phone system is a giant loop, and you can never get an actual person on the line (I may be wrong, maybe they really were just busy that day... i wouldn't know for sure as it was my first time calling them). Anyway after attempting to reach a person, i gave up and left a message for scheduling. It has now been at least a month and no-one ever called me back. I can't for the life of me understand why customer service is so lacking now-a-days. If you don't care to call me back, i no longer care to be your patient. Hope someone listens, and this changes. Good luck to you. read more

I came in for an eye exam and to get a new pair of glasses and had a terrific experience! The front desk was great, the waiting area was clean and beautiful, and the doctor came out right on time. I had Dr. Hayes as my doctor and he was wonderful! I am used to nurses doing all the examinations and the doctor coming in only for 15 min to chat and then running off, but this was completely different. He was very patient and informative and did all the examination on me. I also want to emphasize how sweet and quick the front desk woman was. I think her name was Diane. Thank you! I've had very iffy experiences with the Evergreen Health system, but this was great. I was pleasantly surprised! read more

I recently had a surgery done at this clinic. I have worn glasses and contacts all my life and had the opportunity to have the ICL surgery (Implantable Contact Lens.) I was really scared to have the surgery but I had always heard great things about Dr. Gilbert, and my grandparents also had cataract surgery with him as well. The staff was amazing and I felt very confident that with all the testing and exam my surgery would be great. The day of my surgery I was a little nervous and everyone there was so caring and made sure I was comfortable, also during the surgery Dr. Gilbert talked to me and made sure I was doing OK. I was AMAZED with my outcome after the surgery!!! I can see better than I did with my contacts on. I would recommend this surgery and vision clinic to everyone I know!!!! A+ from me for sure :) read more

Really clean place. The DR is beautiful and very good at what she does. I would come back again for sure.

I just had an appointment with Dr. Carl Ekman, and it was wonderful! He came out to meet me right on time (maybe even a little early!) and shook my hand and introduced himself. The exam went super quick, since he was so friendly and personable and made me feel totally at ease. I would definitely recommend Dr. Ekart to anybody who is having eye issues, or just needs a regular eye exam! read more

I used to see Dr. Rossman until Northwest Vision Institute got him to merge with them. I could always depend on Dr. Rossman to get me in the same day if I had a problem like today so I assumed Dr. Kitamura would fit me in. How wrong was I -she had no appointments until Monday so unless I wanted to drive to Bellevue and see a doctor I did not know I would have to wait. I have seen Dr. Kitamura twice and thought she was plesant but I am now having to go to a new doctor since she must have too many clients to actually give each good customer service. I wish Dr. Rossman didn't have to retire but I am now going to Dr. Barnhart in Bothell I just hope he is as good as the reviews have indicated. read more

When double vision suddenly happened to me, I consulted with Dr. Glibert on a Friday. He was aloof and the diagnosis was quickly made with a need for permanent prism lenses. There was no discussion of the possiblility of increasing or decreasing vision. By Monday my vision had worsened considerably. He was rude, abrupt and arrogant. He agreed to refer me per my request for an MRI (where they diagnosed microvascular disease). I consulted a neuro-ophthamolgist who properly found a temporary lens solution that Dr. Gilbert didn't offer to my changing vision needs. My condition improved to almost normal within 6 weeks and I am thankful that I found a different doctor to properly assist me without the expense of permanent lenses that Dr. Gilbert sells in his office. I would not recommend anyone to consult with this "Dr. of the Year." read more

My doctor wanted me to see a specialist for an eye infection that is getting worse. I called Northwest Vision Institute at 9:15 AM and they told me they had an 11AM opening. I went ahead and scheduled an appointment and called my doctors office to have them send the referral there. I arrived at 10:45 and paid my copay and filled out all the paperwork I needed to and then sat down to wait. At 11:20 I asked what was taking so long. They informed me that they had a walkin. I said that I had an 11am appointoment and that they should be taking the appointments first. I was informed that I was a "squeeze in". I said that was not what I was told on the telephone. They informed me that that is what they tell everybody. Just because they make you an appointment for a specific time does not mean you actually have an appointment at that time. Sounds to me like first come first served. Based on my experience, this is a sign of a doctor who is not very good at their job. They overbook because they try to squeeze in as many as possible. They are not reputable. A reputable doctor takes appointments and takes people at their appointment time. I will never go there again or recommend them to anyone. I asked for a refund which they balked at first and then gave it to me and I left. this doctor is not worth the time of day. read more

Went for annual vision check. Technician asks questions doctor should be asking to patients here. Doctor I made appointment with came in last 5 minutes and was not at all interested in checking me as she had some other person more important. This doctor left technician to enter the data in a computer and rushed out saying I can get a print out on the way home. Only 5 min and this doctor gets paid by an insurance company? I am not going back to this place again. read more

Dr. Kitamura is the best! She is very thorough and concerned. As a matter of fact, she sent me to a specialist because she saw a slight separation of the retina. It turned out o.k. but the reitina specialist said "Dr. Kitamura is the most thorough doctor I know and errs on the side of caution as she should." Always confident, even more so now. read more

Dr. Ekman I was very help with good follow up and communication. The front desk staff was helpful and friendly even though they were really busy. read more

While the institution and staff is great and offers what seems to be complete diagnostics, including instructional videos, etc. Dr. Michael Gilbert is unprofessional, rude, condescending, demeaning and has no interest in actually hearing what his patients are experiencing. While behaving so badly to his patients, he'll boast about how he can "cure" your eye problems and how a simple surgery could leave you never having cataracts or needing glasses again. Snip, snip, a simple 7 minutes is all it takes him to perform miracles. Instead of providing complete information about treatments (like cost and options and the miracle work he does will cost you $3k AN EYE) he brags about his ability to cure you faster than you can blink. He throws out statistics that change if you ask questions about them and answers his own questions about what you are experiencing. He may be good, but I have no confidence in his ability based on the size of his ego and his bad manners. read more

Dr Kitamura is very nice. I question how thorough the exam was though. I paid extra for the non-dilating retina photographs and it was obvious she didn't review them like my last several doctors did when I had the same done. She basically looked at black pictures without any enhancement where my last doctors actually looked at them with several picture enhancements. She did not explain anything about them and when I asked, she gave very vague reference. I even asked if she wanted the records transferred from my old doctor and she said no wich really says to me she really didn't care. The entire experience of the exam seemed sub-par from other clinics I've gone to in the past. Not to say they were not Friendly, everyone was very Friendly. But I've gotten much more thorough exams at almost everywhere else I've gone in the past. I've now tried them once. I doubt if I'll go back for an annual exam. I did buy glasses from them even though they had a very limited selection compared to what I've seen at other clinics. The only thing this eye clinic has going for them as far as I see is nice people working for them, a great cup of coffee and a nice location. Other than that, I think you'd get a far more thorough exam from American's Best or other cheap clinic. I've read complaints from others regarding Americans best as far as time but at least they are very thorough. Kitamura spent all of 10 minutes with me and that includes the eye scan I had to pay extra for. In summary, nice place, nice people, and great coffee but not a thorough exam, older equipment, and antiquated frames and lens selection. This clinic obviouly spent thier money on the location over equipment. read more

My review only applies to the optical department who orders lenses. Dr. of Optometry was wonderful, but the optical department who handles ordering lenses are very loosely run. My first new lenses were not properly grounded by a lab, (we discussed technical glitches happen sometimes) so the optical department rejected them and returned them to the grinder,which was good and fine. The person said that she would expedite the replacement. When I asked the person when they would be in, and the person said it would be in Friday.(7days later). So, I went to pick them up on following Monday after having been out of town, the first thing I was asked was , " Did we call you?" I told the person that you had told me the glasses will be in on Friday. She replied, I don't have them. I asked the person when will they be in, she said "I don't know". I would have thought if the person told a client when the delivery date will be, she will either confirm the receipt to the client, or let the client know if the committed date can not be met. It has been three weeks since the eye exam and I still don't have my glasses with new prescription. read more