Very disappointing and frustrating visit. I had a difficult evening trying to remove my contacts due to irritation. When my husband got home he successfully assisted but the irritation & pain persisted. Saturday morning I woke up with my symptoms worsened so my husband looked up the nearest eye place that took our insurance. TSO, unfortunately, happened to be that place. This irritation was so exacerbated my light sensitivity was so heightened I was in pain due to turning on our bathroom lights.. much less being able to hold my eyes open for more than 10 minutes to see, so I feel that one could understand why I wasn't able to triple check all the tiny details. The things that we rely on our providers to educate us on.. well that's not the case here. They are money driven only, not in the concern for the OVERALL well-being of the patient. Because I can assure you if that was the case, I wouldn't have sat in a lobby for 30 mins after walking in with an ice pack over my eye being led by my husband & him filling out all of my forms.. Furthermore, turns out, a scratch got infected and I got some drops for pain. Cool, pay my co-pay plus drops fee. No biggie. WRONG! They billed me out of pocket for 'Red eye' since they do not accept medical insurance. We'll surely they had all the information as to why I was coming in for an appointment right? Then when asked for my insurance & I provided vision, and asked about medical THAT would've been the time to address that correct... lol NEGATIVE. So fast forward to them saying 'well just submit it to claims for reimbursement' like that's easier than just being rerouted to the correct facility in the first place? So here I am Monday attempting to submit these forms. However, I find out the receipt given to me doesn't have all the information insurance needs on it. So I call to ask if a copy can be emailed, the response, I kid you not "We don't do that, but you can pick it up." To which I informed them that I am unable to get to their store until 7PM on weeknights & asked how she suggested I obtain the forms if I cant pick it up & they 'don't' email them, assuming it was HIPAA (nope, they just don't have email capability yet apparently). She responded, idk hold on. Without pause, she abruptly puts me on hold & has someone else pick up the line. Thank GOODNESS I prompted and asked for the possibility of fax or who knows how long this would've taken to get sorted out. My suggestion. Standardized training for ALL staff, regarding customer service. To which that would include or entail educating patients on what's accepted and what is not BEFORE pushing them back to see the provider then breaking the news to them at a later time & possibly saving other patients of possible embarrassment if there were to be a full lobby & they were unable to pay due to being unaware of what they were actually signing up for. Let me finish by saying that I've worked in medical/clinical for the past 8 years, and customer service for the past 12, I only hold people to the standards of which I uphold myself to and I would never put a PAYING PATIENT in that predicament. It's despicable and I will definitely make everyone I know aware of how things are run at TSO and suggest they avoid them like the plague! read more