There are pros and many cons about Sun Valley Eye Care that I and the customers who came after me experienced.
Customer service is exceptional. Dr. Pham, is very well-educated and caring. There is nothing to complain about him. He gives personalized care to my mother, which is something rarely seen in current doctors although they were taught about ethics in school. He noted that since my mother has dark iris, he would use a different medication to dilate her pupil.
That's the only great thing about this place - the doctor.
Waiting time was horrible. We were earliest to come on a weekday. However, after getting the dilation drop to my mom's eyes, we had to wait for at least 30 minutes before being called back in. The waiting time was so long I would recommend not squeezing too many patients in a single timeframe. I believe I saw three other customers then.
Information was not delivered clearly. When I made an appointment, I asked for a form and told them to copy our insurance card first so that when I came in, the insurance issue would not linger. However, we were told to pay $35 copay only before receiving the service. After my mother finished her eye exams (diabetic eye exam, refraction, and dilation), we were told that our insurance does not cover the refraction (the exam that you get prescription to buy glasses). This is NOT possible on our end. My parents have been visiting Nationwide and 20/20 Images alternatively for the past 10 years, using the same insurance and never had to pay anything than the co-pay and dilation.
I was not sure why we then received a bill of $50 for refraction. Initially, immediately after the exam, the receptionist informed us that the insurance seems like it does not cover the refraction and I said that is NOT possible with my insurance because my family of three have been going to eye exam every year covered. I would understand if it was for dilation because the insurance doesn't cover but dilation does not cost $50 anyway. Dr. Pham went over that dilation was included (to my surprise) when he went over the form. Or else, my mother would not ask for dilation. Either way, refraction would have been covered.
The whole bill issue would not be a problem if they check our insurance beforehand. If I knew that they'd ask for $50 I would cancel the appointment on the spot when we went. That was the only reason why I gave them the insurance card first to make sure that they take this health insurance and the only cost that we would pay is $35.
Another family also experienced the same thing at that time. The receptionist said that their insurance did not cover their eye exam and the father said that the insurance does. She checked back later and realized she was wrong.
In conclusion, we will not come back due to the unclear information we received. read more