Rochester Family Eye Clinic
3630 11th Ave NW,
Rochester, MN

Had an issue with a second pair of glasses that I had the lenses were done up wrong and they were able to find the issue and put in the proper lenses. The staff there were more than helpful

This eye clinic was nothing special to me in the first place. I didn’t love my eye exam or the staff that helped me. It was just all standard. Fast forward to this year, I got a new job so I’m in between insurance companies. When I called to inform them I would be running out of contacts when I would not have insurance, they said “no problem. Your eye exam is still good. You can pay for them out of pocket”. It was never recommended to just purchase what I needed until my new insurance was active (since insurance would have picked up part of the costs). So I told them, okay I will pay out of pocket, go ahead and order them, and I will pick them up as soon as I can in the upcoming weeks. She stated they have them right in the clinic and I can pick up whenever I am available. It gets to be the end of the month and they send me a bill in the mail. A bill for contacts I have NOT picked up and that were not special order in. At this point, I am just annoyed because as someone who has been an office manager, I know you don’t send a bill until inventory has been picked up (if speciality order, it’s slightly different) or when services have been provided. In my circumstances, none of that met that criteria. I went to pick up my contacts, changed the amount I was picking up, and paid for the charge. I mentioned to the front desk associate helping me that I didn’t appreciate being sent a bill for contacts that have not yet been picked up. She grabbed the invoice from me, took it to the back (for who knows what reason as I didn’t ask for her to take it or dispose of it), and then came back up stating that charges get put in when requested and a third party sends the bills out. I recommended that they look about changing that and at this point, I am not sure if I will be coming back. At this point, the associate got rude and the associate next to her rolled her eyes. Not once was a simple “Sorry” said. Not once did she listen to me and validate what I said (P.S. that’s basic customer service skills). It was excuses and then rude behavior on top of making the patient feel unappreciated. That confirmed I won’t ever come back. They aren’t appreciative of me giving my service to them so then I will find some place that has better customer service, where I’m made to feel welcomed and heard. Where the patient’s needs and wants come first.. instead of here where it feels like each patient is just a number to them.

We called at the last minute on a Saturday as my daughter was having issues with her eyes at work. They were able to fit us in as an emergent appointment. Everyone was so kind and helpful, and didn't make us feel like we were an inconvenience to their schedule. The doctor was thorough, listened, and answered all of our questions. We couldn't be happier. Thank you so much!