Ross Eye Institute
,
Orchard Park, NY

Lack of customer service in this place is astounding. Providers and treatment was great but I'd never go back here and wouldn't suggest anyone else to go either. I tried explaining to the person at the office that I already verified insurance coverage on my end and with primary and secondary medical coverage and one vision coverage, I knew there would be no copay but I was told the copay needed to be paid. To not cause any further issues in person, I paid it. Low and behold though, insurance paid in full. It is going on 3 months later from the appointment and I'm still waiting on my refund, which I've called about. When I called billing this morning, I was told "just call back and speak to the call center or ask to speak with ******." I never knew dr offices had call centers and can't stand internal jargon used with a customer/patient plus this is really something I shouldn't have to keep fighting for. No one took ownership and could have cared to get this handled any quicker.

After waiting almost a year for an appointment with my very competent ophthalmologist, I got an email one day before that said in so many words: don't bother to come, we've cancelled your appointment, we don't take your insurance any more. No chance for me to check with my insurer. No chance to explain or give them a different number to call the insurance. Just “don't bother.” What kind of people do that?

They always overbook. So If your appointment is 1pm you won't be seen until 2:30. I have left a few times because I had to wait 4 hours.