Cassaundra McDougall

We recently had an experience at this location that was not up to our expectations. We had scheduled an eye exam for our son, following our positive experiences with this establishment in the past for my husband's eye care needs. The intention was to find a new provider for our son's eye care. We had initially scheduled the appointment, but received a call a few days later requesting a reschedule due to the doctor's schedule. While inconvenient, we understood and rearranged our schedules accordingly. Our goal was to ensure our son's appointment took place before the school year began, as he needed his glasses repaired or replaced promptly. The appointment was set for 9:40 am. Unfortunately, on the day of the appointment at 8:35 am, we were informed that the appointment needed to be rescheduled once again, as the doctor was sick. We understand that unforeseen circumstances can arise, but given the prior reschedule request, it raised some concerns about the ability to maintain scheduled appointments. Additionally, the subsequent revelation that our son was not eligible for an appointment due to his age was unexpected and frustrating. We were puzzled as to why this information hadn't been communicated earlier, especially since this was the third attempt at scheduling the appointment. When we inquired about this inconsistency, the receptionist (Liz) attributed it to a miscommunication between the local policies and procedures and the national customer service team. This lack of alignment is disappointing, particularly when an age restriction policy should be a fundamental aspect of appointment booking. As a working parent with a busy schedule, arranging medical appointments for our family is a challenge. This level of service is, unfortunately, not acceptable. Furthermore, the practice of shifting blame and offering a superficial apology only serves to exacerbate the frustration. To add to our experience, we received an email addressed to our 6-year-old son, this morning, prompting us to reschedule the appointment. This is now 24hrs after our experience with them cancelling his appointment based on his age. This was perplexing, considering the circumstances we had just encountered. Thankfully, we were able to secure an appointment at another eye doctor's office in the area, where our son's exam and eyeglasses fitting were smoothly conducted, without unnecessary complications. The only requirement - that he can read the alphabet so his vision test can be conducted accurately. We believe that an age policy, based on the physician's preference as explained by Liz, should be consistently communicated during every appointment booking. If appointments are being scheduled through a national line, the responsibility lies with them to clearly communicate any policies. On the local level, the team should ensure accurate and transparent communication with patients. While we don't anticipate an apology or a resolution at this point, we felt it was important to share our experience to offer insight to prospective patients. We value transparency, and clear communication, in our interactions with healthcare providers, and unfortunately, this experience did not align with those values.

Laura-lee Osborn

I had an appointment at 5:00 that I drove 30 minutes in rush hour traffic from Rockford for. I arrived at 5:11 and apologized to the front desk girl for being late and explained the 2 traffic jams I sat in on the way. She said it’s ok, talked to someone in the back and then said sorry, everything is shut down for the day. I asked how that is possible when I had an appointment and they are open until 6pm? She said after 10 minutes they assumed I wasn’t coming and so shut everything down. I reminded her it’s only 5:13 (by this time) and no one even tried to call me to see if I was coming? All I got was a blank stare and “Yeah, sorry.”

lynne kindy

Bill was so helpful in picking out glasses. Great service there!