Just sharing with everyone recent Google review and my response. It’s disheartening to see the changing attitudes of young people exposed to our toxic online environment.
The customer service at Eyecare Center of Maryland is simply awful. I was told my glasses would be ready within 2-3 weeks, when I called to check on the status; they hadn’t even processed my paperwork. In addition, they said they would follow up by the 3rd week but they never did. Today when I called I was given plenty of inaccurate information, which led me to hang up and call back because I was running out of patience. Once I called back, I was told that the glasses were in their office. They never notified me. I went to pick up my glasses and the receptionist had a terrible attitude: she was argumentative and rude. After that conversation, I calmly said that I won’t be coming back because of discrepancies and terrible service and the receptionist proceeded to say “oh that’s perfectly fine.” I am extremely disappointed in the way I’ve been treated at that place.
When I first saw this review I was concerned about which staff member said something or what error was done to elicit this angry and vindictive review. Yesterday, I interviewed all the staff members (“they”) who helped you. I also reviewed all our record and phone logs to determine all possible reasons for the source of this complaint.
You were seen at the beginning of January for a routine eye exam. You received your glasses 18 days later – well within the promised two to three weeks! This, from an insurer recently bought by private equity firm Centerbridge Partners and is being completely revamped to be flipped and sold again. My staff tells me you called the office every few days asking about the glasses. Are they ready? When will they be done? We are a small practice providing you a completely covered exam and glasses with no charge to you. This is not Amazon Prime.
When we submit an eyeglass claim to an insurer we have no further control over when the job gets done. When we call the insurer, we are placed on hold for hours often with no answer. If you needed the glasses rushed it was your responsibility to contact the insurer and convince them to take your eyeglass job and move it to the front of the queue. You needed to convince the nameless faceless machine that processes thousands of eyeglasses per day to take your job and push it to the front.
All this being said, you still received a complete eye exam at no charge to you, a beautiful pair of glasses at no charge to you – completed within the promised time frame!
What did our practice receive? A meager pitiful reimbursement and plenty of attitude. You were never notified? We notify all our patients when their glasses are ready. We have no benefit from keeping your glasses in our office.
You’re accusing our staff of being argumentative and rude? When you came to the office to pick up your glasses you still had more complaining to do. You didn’t like how you were spoken to after the exam. You didn’t like how you were being helped with glasses.
We treat all our patients the same – Fairly. We work with your low ball vision plans. We do not oversell, we do not strong arm our patients to get expensive glasses with expensive options. We bend over backwards to treat all our patients honestly and fairly.
In fact, most of our patients just want their prescriptions so they can buy their glasses online. Zennis glasses take between two and three weeks to turnaround from the time you order.
I’m still struggling to understand the disappointment and anger with how you were treated at “that place”. “That place” is a small business, providing a valuable needed service to thousands of patients in our community, struggling to survive in a rapidly changing world with underpaid hard working employees doing their best every day. I love my employees. They deserve praise, not your entitled bitter attitude. Your review reflects your values and anger more than it reflects our business policies and practices.
Please share this review with as many people as you can.