Doctors are good and caring but the business model provides abysmal customer service. It's near impossible to get a person on the phone, the prompts on the phone take you to the wrong line or to dead ends or to mailboxes that don't get checked. The absolute frustration in trying to accomplish the simplest things makes it worth looking elsewhere that has more personalized service. WIth ReFocus having bought several practices, it isn't easy. read more

They bill for services inaccurately and leave patients with the cost of a service they did not provide. The ophthalmologist put a diagnosis on my bill which she never shared or disclosed to me. She was unwilling to correct the bill even though the service does not meet the criteria needed. I will never return to this office again. read more

i have been harrassed by this practice for a bill that has been paid various times since 2024. i just received a letter from a debt collector. i have paid this bill for my son and i never got receipts from them after asking for them. they used to be a really good practice, but since they changed to a chain the service is impossible! i called again today and i was told there were 40 calls ahead of me! this place is terrible. if you want to keep your sanity, don't go there! read more

I saw Dr.Burens on July 8, 2024. Paid $45 copayment before seeing doctor. Received an EOB stating office visit was paid in full. I called 8 times requesting $45 refund. I was told it was in process. Today, is November 20, 2024 and I still have not received my refund. If I owed this office $45 for four months, I'm sure I would be turned over to collection yet they can tell me it's in process. I have asked to speak to a Supervisor or Manager and was told that was not possible. Terrible customer service! read more

I had a good experience before seeing one of the doctors for a specific eye problem. This time I went there for a routine eye exam, needed a new glasses. My insurance covers 100% if routine eye exam. Never had to pay extra before. Somehow, I end up with $360 bill. I was charged for an office visit, OCT scan, and, yes, for a routine eye exam. The routine eye exam was $59 and was indeed covered by my insurance. I had OCT scan before and have never been charged extra for it. The service provided to me didn't justify the cost. read more

I was Given all wrong information by Refocus billing department For over a month. I ended up paying the doctor bill $300.00 Due to the wrong info. Then after many phone calls and actually having to drive down to the office twice because no one could put me thru to the office I thought it was going to be resolved. Well they did finally bill my Insurance company, and now the insurance did pay them, so they now owe me $255.00. I was told by Shaylin L. that Since I paid by check and credit card that i Would get paid by card and that it would take 6 weeks For the rest of the money. I called her back to find out how much the card would be and how much the second payment would be and she never returned my call. Can someone please help me as I am retired and need my money. I paid in good faith because that is what I was told to do. You would at least think they would promptly refund my money that is due to me. Considering I was also told I could not be seen by my doctor anymore because I was not happy. I never threatened or swore either. I had a very good relationship with my eye doctor Masi and no problem with Swan either. The billing dept is awful. I need help please. read more

Had cataract surgery with Dr Masi and had a great experience; its a little different than a regular drs office bc there are a lot of tests they have to Take of the eyes with different machines, but staff was friendly and efficient, and the scheduler for my dr. was super thorough. I had to talk to a person urgently and called the office, got through to the Receptionists and they forwarded me on to someone who could help. If there is an emergency they always have an on-call Dr to contact thru the answering service. There are a lot of follow up appts to make sure the eyes are doing well. read more

I had cataract surgery with Dr. Nanti who is wonderful she did a terrific job and answered all my questions. Her assistant Iris is wonderful as well. I had the surgery at waterbury refocus and although the surgery was successful I felt as if they treated you as a number not a person. That was not the worst part, the billing between the two Hamden & Waterbury are separate - no one explained that to me. I was shocked at the lack of follow up from the billing department and explanation of what was being charged to you and what was not covered by your insurance. I could not even get a print out from Waterbury. I even asked the state of ct to help because I could not get a print out and they were not able to either. I just paid off the waterbury balance and working on my hamden balance still. Please before you have surgery get a good faith estimate read more

Do not go to this practice. It has gone downhill the past five years. The staff and doctors are rude. Dr. Moore is so very unprofessional and rude. They are just a business now and do not care for their patients who have been with them for over thirty years. Run from this place. Hamden, Cheshire or Branford are just awful. They are only in it to make a profit! read more

The wait time is astronomical. The staff is rude and unprofessional. They'll call your name then sprint to the exam room- no one introduces themselves or explains anything that they're doing. When you ask questions, they are annoyed and give one word answers. Dr. Murphy isn't much better. Rude. Doesn't take the time to explain anything or give helpful answers. This practice is obviously about making money and care very little for their patients. Currently looking for a new dr while waiting almost 2 hours to see Murphy. read more

if you get out of there within 2 hours that's good even in the early morning . I've left several messages in their system for different reasons and have never received a call back. The staff is always very stressed out. The facility hasn't been updated since the 70s and has that old odor. No Wi-Fi which would help while you wait your 2 hours. Dr Swan provides good care, but I'm not sure it's worth the hassle. read more

This business was great when they were their own private practice. Dr Swan is a great guy. I also visited Dr Pokeza who was OK. Now that the practice has been corporatized under Re-Focus, it is a disaster. It is huge and spans multiple states and cities, the call system is a mess and it is nearly impossible to speak with a human or resolve an issue (no one answers or mailboxes are full). I have been trying to get my records for a month now. I have to wait for a form to be mailed to me (I don't have a fax and they don't scan and email blank release forms, apparently) so I can send my release. My release has been lost twice (by mail and faxed from Staples). My appointment at a new Dr. is in two days. Here is hoping I can drive an hour to pick up but I don't know yet because I can't get in touch with anyone. Awesome. read more

I would rather stick a rusty nail in my eye than ever return to this place! It's the McEyecare of optometrists. You are not a human, a patient, you are merely a number and service is like going through a drive through--a bad drive-through. Forget about ever getting a human being on the phone to answer a simple question. You'll spend the first 10 minutes pressing different prompts, then, when you finally get the prompt for the office you need, you'll spend another 10 minutes waiting for someone to pick up, and even then, when someone picks up, it's not someone actually in the office, it's their service. I won't be going back here. I'll pay more for a one or two doctor single proprietor eye doctor office with a real, live, human receptionist who promptly answers the phone and not some person who isn't even in the same state as I am. read more

If this is your last option still don't go, not worth it. Rude, disorganized and unprofessional medical receptionist. Eye doctor told me not to worry about my right optic nerve being swollen...5 years later here I am about to have corrective surgery. Terrible business! Stay away! read more

Never thought I would have to write this; unfortunately this business apparently does NOT do thorough background checks on their employees. A family member of mine was VIOLATED by a staff member Jose Rodgriguez posing as another employee. The office's response when notified was delayed and unsatisfactory, including the secretary initially denying that the staff member was the offender. Rather than call police immediately at first notification, the administrators on site seemingly attempted to delay reporting by asking my family member to continuously retell the trauma. I was able to have my family member call the police on their own. The other office staff/administrators Police were contacted and the matter is being processed; I recommend you stay away from this business - never again! read more

These hard working staff are trying diligently to provide for the needs of this area while dealing with staff shortages and sick outs! I was seen there two days ago and noticed how hard they are working and even the Clinical manager, Julie, was seeing patients instead of doing her job to help make things work! Dr. Swan is so calm and gentle with his patients and you would never guess how overworked and exhausted he is by the way he is toward his patients! I genuinely recommend this office! If they are a bit behind, be patient and look around at how hard they are working instead of complaining. Kudos to all the staff there!! read more

So just wanted to update you all. I got a call from this group and was basically told they lost providers over the year and had to make a decision to keep "the patients with real eye disease" and this was just the cost of doing business. Contact wearers apparently aren't lucrative enough for these " medical providers" and being a patient of there for more than 10 years does not mean anything. Really go anywhere but here. read more

Wanted a comprehensive eye examination in their Hamden office and was told I had to wait 5 months for an exam.

everyone at this practice is fantastic! all the personnel is super pleasant and they are always on schedule!

Dr Swan is, in my opinion and outstanding MD. His exams are very detailed and spot on with continued follow up. His Hamden office staff from front desk to techs in back are rude, impatient and not helpful. Good thing I could care less about them, it's the MD I'm here to see. Seriously ladies..... A smile, friendly gesture goes a long way...... Get over yourselves it's not about you but the patient sitting in the chair. The Cheshire staff/office.... Now they know how to treat people.... read more

Avoid this place at all costs. This is the WORST run practice in all of Connecticut. If there is an award for being horrible, they deserve it. Poor management of scheduling should be a punishable offense. If you call them, it takes forever for someone to answer. When you actually can get an appointment you wait FOREVER. I just had an appointment with Dr. Pokeza and waited 45 minutes, not one person came out and I signed a release to get my records transferred and left. If you need an eye doctor - FIND SOMEWHERE ELSE. They do not care about their patients, only the money the bill your insurance. read more

Scheduled for surgery and had a minor question - had to call twice - and each time I tried to leave a message, I was cut off before finishing my question. The first time I was connected to the wrong assistant - but still cut off. Is this any way to provide good customer service to your clients who are putting their fate for a surgical procedure in your hands? read more

I'm a previous patient of Dr. Milner's who stayed at the practice after he left. Whatever is left of that practice and his skill is completely gone. The doctors second guessed the symptoms I'm having and I spent approximately 5 minutes with a doctor after waiting for 2+ hours. Do not go here. read more

The most unprofessional medical office I have ever dealt with. I had a new patient appointment scheduled for December 1st which I had waited several months for . Two days before that appointment my appointment was cancelled and rescheduled to December 15th. Five days prior to that appointment my appointment was again cancelled. I have now taken two days off from work for two appointments that have both been cancelled. Due to the delays in my appointments I will also not be able to use my eyeglass prescription benefits for a new pair of glasses. POOR SERVICE. read more

Don't be surprised to wait over 2 hours. The doctors are good but the overall practice has awful service. Multiple cancellations and if you call for an appointment, often times no one answers. read more

The service here is excellent. The staff is always very pleasant and accommodating. I showed up 15 minutes late to an appointment and offered to reschedule in order to preserve the rest of their appointment schedule but the girls told me not to worry. I only waited 10 minutes to be seen. I received a field of vision test. The technician that performed this test was very sweet and had the results ready as soon as the test was over. Dr. Swan is excellent. He is always pleasant and has a great bed side manner. I don't do well with eye appointments and he is always has patience with me and never makes me feel like I'm wasting his time. I have had several visits recently for an issue and every visit has been as nice as the one before it. If you are looking for a new opthamologist Dr. Swan is your guy for sure! read more

While I sat and watch people from 7:45-9:45am here is what happened. My mother-in law was seeing Dr. Marks for her eye. Each patient when they were called they were greeted with good morning. I thought that was nice to see in a doctors office. The place was clean. The bathroom could of been cleaner. It was only 8am and they open at 700am so no reason for the bathroom to be dirty. Two other things that I observed was that the magazines were out dated, but I mean 2001,2003,2004,2007. This means that no one is really paying attention to the small details. There was a couple of current ones but more out dated the current. now we have all been in the Doc office and seen the out dated magazines but 10 YEARS old, no way!!! The last item was when we booked my mother in law operation it was very odd to see the lady using a wall calendar to book operations. I even asked the assistant how about a computer, she replied we are working on it. It was way to weird to see that in a office that sees more then 80 people a day. Overall people were nice and pleasant. We will return. read more

Poorly managed! The wait time is ridiculous. Overbooked. Staff is not friendly. If you go there plan to waste an entire day each visit! I would have never come if I new I would be waiting for over 3 hours each visit. No water/coffee. Just a tv playing horrible clips about eyes. Dr. Milner is a great guy and a great surgeon, but the wait time and the staff are not worth it! read more

Vey practice is poorly managed and unprofessional. I brought my daughter here for a 12 Noon appointment to remove a Stye and by 4 PM she still had not been seen by anyone and the doctor had no idea that a surgery was scheduled after waiting 4 hours. We left and they set us another appointment for 9:45 and 12:45 we were still in the waiting room. FIND ANOTHER DOCTOR BECAUSE THIS PLACE IS AWFUL. read more

Never even got a chance to visit this place. I was given an appointment to Hamden Office. I made the appointment in the summer for Dr. Masi and appointment was for December. In late Nov. I was asked to reschedule. Nobody answers the phones in the Hamden office. The calls are forwarded to a call center, Lauren, Penelope and another answered the call and gave me false appointments, again made December appointments to Dr. Mark and Dr. Swan. I am not sue even if any of these doctors are real anymore. I got another call today cancelling with Swan, call was from Joann - Hamden office. Extremely poor customer service. After taking such a long time, keeping me waited for 4 months and with false promises without letting me go to another place, what they did/ and are doing is unimaginable. Over all Joann said sometimes people wait more than 5 hours at the office. Best to avoid any contacts with this place - Big MESS. I have never written a review like this before but this is the worst ever place - a disaster !! read more

I went to see Dr. Jenny because my regular eye doc who's in North Haven was on vacation and his office deemed my condition an "emergency" and that I must see her (the fill in doc.) It turned out Dr. Jenny, was extremely competent and nice. The whole experience was very satisfying. read more

Don't waste your time with this group! I would have given zero stars if I could. I called 4 times in one day requesting call back with NO call back regarding a prescription issue I was having. Off to find a new Eye group. read more

If you've got all day to hold in telephone jail, this is the place for you. Then, when you make a selection from the telephone menu, you get a dish of attitude. Take your eyes and ears someplace else. Or, "We'll be right back with you" read more

Terrible customer service. 2 hours and they couldn't even finish an annual exam. Called the office after and couldn't even find us as a patient. Would never go back or refer anyone to them. Called 3 times to talk to an office manager and never received a call back. read more

This practice is very poorly managed. The average wait time is excessive, frequently exceeding 3 hours. The support staff change often and it shows. Their best Doctor, Dr Martone, just left and so am I. read more