Eye Encounters

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The examination itself went very well. However, all other aspects of the experience have gone horribly. I went for my initial examination in mid October. I picked out a pair of frames and was told I would receive a phone call when they were in. That phone call never came, so I had to follow up myself, perhaps a month later. When I first tried them on, they were horribly bent, and the front-office staff proceeded to wrench on them to make them fit. I told him I would not be comfortable walking away with that product, and so he said he could send them "back to Davis" to have the frames replaced. I didn't receive a phone call again for at least a month. When I called and inquired, he said that they were in. I went again. They appeared to be exactly the same frames, and thus naturally didn't fit. He encouraged me to pick out a new set after telling me that the right side of my nose was elevated--a new observation for me. I said that I wasn't interested in a new pair, and kindly asked that he try to return them one more time, or I'd take my business elsewhere. Two to three weeks later I still hadn't received a phone call (I was promised a one-week turnaround time), so I called my insurance provider directly. It turns out the front office staff member lied about the frames I picked out being an insurance-provider product. Instead, he filed the claim under a site-provided frame and charged me the allotted amount I have for a non-participating frame. As such, my insurance provider had no record of having received the frame for replacement or repair. In all likelihood, then, the front office staff lied about having returned the frames to be repaired. I feel for the optometrist at this site; she acted like a professional. The front office staff, however, have been dishonest and unprofessional. I would encourage you to take your business elsewhere.