I had my eye surgery done by Dr. Roeske over a period of 3 weeks. The staff was excellent and explained the ophthalmological procedures... At the post-op, I was AMAZED at how sharp and clear everything was; that I could read the eye chart down to the second line from the bottom! Over 60 years of wearing glasses done in less than 3 weeks!! A whole new "outlook" in life!!! read more

If I could give this office zero stars I would. Customer service is no help. Trying to make a appt. for surgery for the past 2 months with no luck. Supervisor says will call you back, NO CALL. This is the worst service I have ever seen. Will get my records and find another doctors office. Not sure how others have given this office in upland 5 stars. BEWARE!!! read more

I recently had my first appointment at Pacific Eye Institute (Retina Clinic at 591 N 13th), referred through the VA Community Care program as an alternative to a much later appointment at the VA. They are located in a building where I found it difficult to spot the entry. The parking lot was large. The first waiting room was small. I later discovered there were two waiting areas. I found the staff to be very kind and patient people. Michelle, Christian, Joshua and Dr. Kim were all very nice and professional. During the Snellen test (the one where you look at the alphabet on the wall), I was asked to keep my glasses on. No Snellen test was performed without my glasses, which surprised me. As a new patient, my eyes were dilated. I was told this was a requirement in order for the doctor to properly assess the health of my eye. Retinal imaging was also done. I was not provided with a new prescription or informed whether my vision had changed. Dr. Kim reviewed the retinal images, explained what he saw and answered my questions. Upon leaving, I asked for protective eyewear from the office, due to the bright sun outside. My eyes were very sensitive due to the dilation. Even after wearing the shades, I experienced prolonged vision impairment for approximately five hours due to the strong dilation. I also noticed that my left eye was more dilated than my right, and this uneven dilation persisted even after my right eye began to return to normal. This made it unsafe for me to drive during that time. I was stuck waiting in my car. I didn't have anyone to give me a ride to the appointment. My elderly family member is uncomfortable driving on freeways, and taking a rideshare would have been too costly roundtrip. My eyes were dilated all night but returned to normal by the time I woke up. While the staff was pleasant, and everyone was very, very nice, I would have appreciated the opportunity to receive copies of what I signed and have a summary of the findings of the exam during my visit. Overall, I left the appointment feeling unclear about the outcome of my exam, not understanding why the dilation was needed. The doctor seemed to believe I was referred to his office because I had a specific eye condition but the VA informed me it was a routine exam. It even said routine exam on the paperwork the VA sent to their office. Due to the VA's availability several months out, they asked if I wanted to be seen sooner by a doctor outside of the VA and I agreed. Seems like there was a misunderstanding of why I was there. I thought one thing, the doctor thought another and the VA said something else. It was confusing. Due to this, it made me pretty anxious and it was not a good experience for me. read more

My husband was referred from San Antonio Hospital. My husband had a possible Retinal tare and went to the ER and had blood in his right Eye, was seeing larger floaters with flashes of light. They just gave him an Eye sight test. Didn't even dilate his eyes and sent him away, not even any paperwork. This place could have cared less. We ended up at a Retinal Specialist that is treating him for the damage to his eye. DO NOT GO HERE IF YOU ARE HAVING SERIOUS SYMPTOMS!!! read more

This establishment is so unorganized and inconsistent. They have no consideration for their patients' time nor the people that need to accompany them to appointments and procedures. Every time an appointment is supposed to be an hour or less they tell you to be ready to wait upwards of 3 hours. The max time I waited was 5 hours for a procedure my family member was having. So unprofessional and they could care less when you express how poor their customer service is. Find a provider who cares about their patients read more

The experience at the office was good and the doctors were amazing. However when you pay, they just give you a receipt. Then when you try to get your money back from your FSA/HSA, they want to see what was done, your name, date of service, etc. The Pacific Eye Institute which does internal billing sends you a Ledger Detail and then an Itemized Statement of Charges with no information except for the billing codes for the work done. The Bank does not work with medical billing codes so this has been a 7 call nightmare and multiple emails. Also, I had earlier asked to speak with a supervisor and the gentlemen I was speaking with in the billing department said this supervisor was not available all day. On the final call, the lady in the billing company sent me to the supervisor that was available - the same person one person said was unavailable. The billing department at this company is a NIGHTMARE! read more

They have a system that keeps you from accessing them, but you have to wait for them to call you "sometime" in a two day window. We had surgery scheduled twice, and they did not call. So when do we get in? Who knows? AI only tells you they will call back. read more

The Doctor is very informative. He seems to care about my son's situation. Everybody's very kind in the office and the understanding and importance of the type of care. My son needs is being handled with the right amount of courtesy. read more

The saff and Dr was very nice and helpful the facility is always clean and quiet the wait time was fine

The staff is very professional & polite. The doctors are great with explaining the process. Wait time in the lobby is minimal. I had cataract surgery and eyelid surgery. read more

Always receive stellar care, whether corneal or retinal. Skilled doctors, professional staff, welcoming atmosphere. Highly recommend this business. read more

I knew this place was horrible from the beginning. Just trying to schedule the pre op appointment for my husband was a nightmare. We never could get anyone to answer the phones for 2 weeks. Leaving messages just created a phone tag situation. We called my husband's doctor to help us out. We are then told to arrive early to get the pre op items done before the surgery. We were told to arrive at 8:15 and so we did. We got that done by 8:45 or so and have been waiting to be called since. I'm writing this as we continue to wait to be called since it's been 3 1/2 hours so far. I have never waited like this for a surgery. read more

Dr. Caleb Ng is the best with such a scary procedure. He's the only doctor that I trust with my injections. He's very gentle and explains everything so that I'm completely informed. He is patient & understanding, which means a lot to me. read more

Cold doctors with no empathy. Over crowded waiting rooms with nowhere to sit, feels more like the DMV or the pits of hell. Plan to be here at least three hours. Horrid establishment. read more

Office Management Cindi please contact me. I will be emailing a formal complaint about privacy and treatment of patient's especially VA Veterans. Your desk receptionist who shouts out to people that, "anyone can reschedule an appointment if they don't like the wait" was unprofessional. Your company over books and has clients showing up 30 minutes before their appointment and then waiting over two hours to be seen. Not sure if that was a practitioner or who the staff was that made an announcement for the "drivers or family member" to please leave because you don't have room for the appointments coming in. Well if you'd see people at their scheduled time family or drivers would not have to wait. Let it be known that people wait 2-6 months for an appointment. Your company changes schedules without notification. In addition to your check in staff spouting off patients personal information is a violation of HIPPA. Do you folks take into consideration people drive over an hour to come to your location. They can't eat until after their procedure. So waiting two to three hours is not helpful to people who take medication. Put yourself in their shoes. How would you feel if you overhear someone talking about your loved one the way you do. Not to mention you are literally the only place VA accepts in the area. Hence why I will be writing a lengthy email to VA and anyone else who makes decisions to contract your facility. Care is not being provided with quality or consideration. The type of care you are giving does not meet even the minimum standards. When we walked in the receptionist was not kind or understanding to my family members inability to walk. They did not take into consideration the needs of others at all. They are not friendly or helpful. I would not suggest anyone comes here. I would definitely recommend Invision as they do not over book? The staff is helpful and courteous. read more

they lost a star because of being on the freeway almost 2hrs. clean office great staff. i didn't use their bathroom but it didn't smell. kudos to this office and their great sanitizing protocol read more

Pacific Eye Institute - Retina Clinic - Blink twice if you can read the screen - Optometrists Near Me - Upland, California

Terrible customer service. They scheduled me for 2 different surgery appointments and said they would call with time and place within 2 days of my appointment. Nobody ever called me and no one would answer the phone. They called me the morning of my appointment asking where I was. I told them no one contacted me and they gave me a new date. But, they did the same thing next time. I do not recommend them and I will never use them again. read more

My husband unfortunately had to go through this place for his cataract removal because he is a retired vet, who served in the Air Force. Both times we have been here the wait is 3-4 hours not to mention how rude the staff is. I myself went to Invision for my lasik surgery and that was truly a wonderful experience. My husband and I got to compare because we both were going through our prospective eye surgeries at the same time. I would highly recommend Invision LASIK and would strongly recommend staying away from Pacific Eye. Pacific Eye made us feel unimportant and the way they way overbook people and then upsell you when you are about to go in for your surgery is ridiculous. I really feel bad for these patients read more

The care was horrible mistakes were made by staff not informing patient not giving eye drops prior to surgery cancelled at the last minute very poor service read more

Pacific Eye Institute - Retina Clinic - Optometrists Near Me - Upland, California

Stop using off shore appt schedulers!!! It's ridiculous no one should have to deal with this it's a waste of time and energy! Today was horrible 15 min to make an appointment with these people in not ok!!! They do not know what they are doing. Maybe it's time to switch! read more

The receptionist was nice. The office was clean. The nurse was very kind and patient with me. I had my 2 kids with me. Overall a good experience. read more

My mom was scheduled over a month ago for surgery today at 7:30 at one location. On Friday, the business day before her 7:30am appointment, they TEXT her with a confusing message confirming her surgery for a DIFFERENT location. She of course didn't see the text until after hours, and they never bothered calling her to make sure she got it and understood, or explained why the last minute change in location. Even though their paperwork shows numbers to call, she was repeatedly sent to the call center who couldn't confirm the location of her surgery. She did the prep work over the weekend not knowing if she'd be showing up to the correct location. She tried calling the scheduler, and even schedulers for different doctors but never got a call back. They went, and then waited 4 hours. And they are just now prepping the OR room for her surgery. read more

Great and knowledgeable people . Five stars . They gave me a thorough eye exam and results right away.

My husband and I have been going to Pacific eye for over 10 years. I need an appointment for a 1 year follow up. I have been trying to get an appointment since April. Always told, schedule isn't out yet. Call back. Today, I called. This is the 4th time. Was told they are all booked up in Apple Valley. Ask if I wanted to go to Rancho or Colton. I live in Barstow. Of course, I don't. What happened to them calling you when it was time for an appointment? ​ I will have to go somewhere else. Which is too bad. I liked Dr. Beckendam. read more

I had cataract surgery yesterday with Dr Ryan Smith. The procedure and process was exceptional. From the first visit two months ago to the surgery yesterday I felt heard, comforted and everything was explained well. I had this surgery on the right eye 8 years ago and it was very traumatic from the nurses to the actual procedure. So much so that I said I would never have the other left eye done. Well 8 years later the vision in my left eye was getting worse due to the cataract. Dr, Smith listened to my concerns regarding my last experience and went out of his way to reassure me that this would be different. I almost cancelled the night before and was ready to resign myself to poor vision. Thank God I did not. The whole experience was complete different. From the staff, nurses, anesthesiologist and especially Dr. Smith. His professionalism, compassion and expertise were superb. Thank you all. read more

Prepare yourself to be there at least 4 hours for a procedure that may last less than 30 seconds, doctors may be highly qualified, the rest of personal working there? They have not the slightest idea of what they're doing, unless showing a full waiting room is their goal. read more

They never call you back. Just horrible customer service way below average. I have left several msgs

No point in coming earlier for your appointment!!! I came in 1h earlier hoping the will fit me in since I have another appointment today someplace else but NOO Still here after 1hour and my appointment time is coming up... So don't waist time, arrive 5m before your appointment only. And the worse part is that the office was empty!!! I guess they have a great pleasure just making people wait. Not happy, need a more efficient and customer appreciated eye doctor office. Don't get me wrong there is Nothing wrong with the doctors at this facility, they are very knowledgeable just the front office needs and the staff doing the prep needs to work more efficient. Date of visit 12/2019 read more

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This review is hard to write and I almost never review anywhere (good or bad) because I don't believe one visit or one person is usually at fault for an entire operation. But if you have an urgent eye issue do NOT go here. I had a herpes outbreak in my eye that I went to the ER for. I was able to get in the next day because of urgency with an ophthalmologist who then scheduled me with a cornea specialist two days later. I was warned of long wait time, but being in the pain I was in I didn't care. I'm a mom of two toddlers and can't afford to have this kind of downtime. The wait times are in fact 2 hours minimum. At my visit with the specialist I can positively say he was the only one who seemed remorseful for the time wait and the pain I was in. He was incredibly informative and I left feeling heard and more knowledgeable of my condition. I was asked to continue medication for another 10 days and to come in 2 weeks later for a followup. I ended up getting Covid and had to call and reschedule. The earliest they could move my followup appointment was FOUR AND A HALF WEEKS LATER. Hoping I wouldn't still be in pain, I accepted the appointment. Now I'm still 2 weeks away from said appointment and miserably uncomfortable with eye pain so I just called back to see if I could get in any sooner to know if I should continue medication or not. Mind you, these types of outbreaks in my eye can cause long term vision damage. The rude woman on the phone made it clear that I should always expect a 2 hour wait because of patient volume. I don't think patients should have to pay the price of poor scheduling management. She showed no compassion or regard for my situation and the earliest I was offered was 5 days from now with a different doctor. It really is a shame that the operation of this place is like this because if I was rating the doctor alone it would be 5 stars without a doubt. The practice on the other hand deserves 1. I wouldn't recommend. read more

Patients beware: I am writing this on behalf of my mom. On March 5th my mom was seen for a Cataract Evaluation with this company at their Upland location. I spoke with my mom after her appointment, and she was very upset about how she was going to pay for a 'premium lens'. She said that she was offered a "credit card" called Alphaeon to help her pay for the surgery. My father has since passed and would handle the finances, so she didn't feel comfortable saying yes and she isn't very savy when it comes to credit cards. She reached out to me for help and I did my own research, and did you know that there's a 32% INTREST RATE on the Alphaeon credit card!! I was shocked, I asked my mom if they had offered her another option and she said no, it was either that or she pays for it out of pocket. I then called and spoke to someone in the billing department, they informed me that they also offer Care Credit with a 24-month zero intrest rate. I thought perfect, my mom can apply for that, she has great credit. I asked my mom if she remembered being offered Care Credit and she assured me no, it was never offered to her at any point during her visit, only the Alpaeon credit card or an upfront payment. Absolutely unacceptable. Why wasn't my mom offered Care Credit? Why did I have to call to get options! Some people don't have anyone or know how to advocate for themselves. Are the patients being judged (like my mom so obviously was)? Just disappointed to say the least. So to that experience I say, patients beware... and make sure you do your research and call and speak to someone about options before making any concrete decision on an appointment here. read more

My first appointment the waiting room was crowded but someone came out & apologized to everyone, she said there was an emergency & that was the reason we were all waiting. She offered everyone water, she was very thoughtful & kind. During all my visits for cataract surgery the staff have been courteous & efficient. I can't say enough about Dr Peter Bekendam he explained the surgery procedure and I felt at ease after he said he has done more than seventy five thousand cataract surgeries. He definitely has a gift because I did not feel any discomfort during or after my surgery. The anesthesiologist asked if I was feeling nervous I told him I was not. I felt very confident in Dr. Bekendam & couldn't believe how quickly my surgery went.. I would definitely recommend going there for cataract surgery. read more

The reception is here is terrible. Her name is Diana. She was super rude. When I first walked up. She just looked at me. I had to acknowledge her. I told her well I'm here for eye surgery she said was your name and I told her Joy Terrell she said OK have a seat and that was it. Customer service is terrible but on the other hand, destiny was awesome but I overheard destiny talking to Diana. I wanted to switch which I was having surgery on today and destiny told Diana that the doctor told her to switch from my right eye to my left eye, and Diana's exact words and I quote her were I don't care!!! who does that. That was very unprofessional and unacceptable and especially speaking in that tone loudly enough for the patient to hear. I wish I could've given five stars for destiny but I wanted to make sure I gave zero stars for Diana. I've never experienced customer service like that receptionist in Rancho are awesome. They need to come over here and Diane. She's loud obnoxious and she does not make a difference in this location, but destiny does destiny was a sweetheart read more

Loved this place. Dr Wu was awesome and patient. An excellent Dr. I really liked the female assistant but I can't remember her name. Felt like he truly cares about his patients. read more

I had cataract surgery. When I arrived, I was taken into surgery. The nurses were really kind very efficient and serious. The Doctor Who did my surgery was amazing, he saved my eyesight. I have never had to wait hours to be seen. I make my appointment I get there and they are always on time. I appreciate everybody's hard work there. !! read more

While trying to make an appointment the employee had a thick accent and I could not understand her. She got mad at me and hung up on me. I was under retina txt with another doctor. I called back spoke to another employee who was nicer and scheduled my appt. Later I got a email and my name was wrong. They typed name and I was Jeanne. They had an attitude because U wanted my-name fixed. I know my name and this is their error!!. I think these are Loma Linda doctors. I worked at Loma Linda over 8 years as a RN.I am hopeful the doctors are excellent. The staff so far has been rude and negligent. U hope I am not making a mistake changing doctors!! read more

Good Morning Michael, I am soooo sorry for not responding to this email  regarding follow-up to you. After I had spoken to you my heart felt so filled with joy and at peace that you were a wonderful soul and was able to assist me, I freaking took a nap and I slept for over 5 hours lol... this situation really worked on me for so long. You are a magnific, dedicated human being, not only did you listened to me you actually gave me support by researching and offering other ideas which was amazing. I feel that this agency should understand clearly that Michael Dorado-Reyes is a spectacular employee and should be recognized for this. Generally, people write for their frustration by someone treated them wrongly from the company, however, I will share with you I do both. Wonderful thing today, I am truly smiling to feel that this email will be read by a trust worthy person, caring humanitarian ...... Your knowledge of billing is refreshing, and recognized this cluster ......  of course sharing with you that I had a 1.5 hour phone conference Medicare and United Health Care and summarized there collection of ...... on both of there ends. Michael you saw the hicup by your expertism reassured me that my bills of the past would be taken care ( SINCE I AM OVERLY INSURED).......  by insurance company that should had taken care of them. We will keep in communication with this.... Yes Michael thank you, so much also for enrolling me into the Good Days Program this has also really helped me. You are a Hero Behind The Scene of Pacific Eye institute Best Regards, Maria Scott read more

Disorganized. Both in scheduling and not following up. Details: went in for a cataract cleanup. All set, including date. They later called and said cancelled whereas insurance would not approve. I stated this was out of pocket, I never intended insurance to pay. They were stuttering and baffled. Said they would get back to me. Never happened. read more

I was thinking about coming here since I work for the hospital. But now, not quite so sure after reading all the negative reviews. I don't know if this is all cause by covid. And people are jamming all there appointments trying to get caught up. But now I'm rethinking this over. This place has always had good vibes in the past. read more

I first met Dr. Peter Bekendam when I rushed myself to San Antonio ER due to a construction nail punctured my eye. He was the on call emergency eye Dr. that weekend. Dr. Bekendam performed the surgery on my ripped cornea that day in the ER surgery room. After my surgery Dr. Bekendam scheduled with my husband for my follow up appointment in his office the next morning on Sunday here in Upland. When the ER nurses were ready to discharge me, they questioned the day ( Sunday) the nurses asked if I am sure I had the right day . They said, "maybe it's Monday follow up, Not on a Sunday, his office is closed. No Dr. will see you on their day off. They will schedule a follow up on the next business day. " ( I questioned my hubby at this time). True to his word Dr. Bekendam called my cell # that Sunday morning to confirm the time. I met him at his Upland office that Sunday early afternoon with his children. I am so grateful to have met Dr. Bekendam. He's compassionate, thorough with my examination at every follow up visit. This eye injury will require long term care. Fortunately, I know I will be in excellent hands . I can feel that he cares and his dedication for my recovery. read more

The staff is very unprofessional. After calling to confirm my appointment and arriving on time they then decide to tell me the doctor is not contracted with my insurance. Don't waste your time. read more