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| - There's a lot to like about Kessler Optical. Dr. Kessler himself is phenomenal, the office is comfortable, and they have mimosas on Saturdays! Still, there are some things about the way they do business that leave a bad taste in my mouth.
First, as a new patient, you're going to be asked to fill out an EXTENSIVE medical history--everything from mental disorders present in your grandparents to what birth control you're on. They wanted a more thorough medical history than my general practitioner has. I opted to leave a lot of this blank--it's okay to tell your eye doctor they're asking for too much info.
Second, buried in the pile of new patient paperwork is a sheet that informs you that their standard yearly eye exam involves three additional components, all of which your insurance won't cover and you'll need to pay for out of pocket--taking your blood pressure, a blood sugar test, and a more extensive eye exam. I realize that diabetes is a leading cause of blindness, but my GP does my bloodwork every year, and I'm not paying $40 to have it done again! The sheet is drawn up without an option that says "I decline all three of these services", so I had to write that in myself. Be warned--if you are the sort to fly through your new patient paperwork signing everything in sight, you'll be saddled with about $60 of extra services not covered by your insurance.
Third, every time I have left a message on their machine (during business hours!), they haven't called me back on that business day.
Fourth, they're training a new receptionist (god I hope she is new), and although she's incredibly sweet, both times I was checking out I had to wait 10-20 minutes just to get my receipt worked out. This meant my entire eye visit took nearly two hours, and popping in to pick up my contacts took half an hour. I was told there were several emergencies on the day I had my initial appointment, which is why it took so long, so perhaps this isn't usually the case.
Fifth, my contacts came with a rebate, and despite reassuring me that they had given me everything necessary to send in the rebate, when I got home I realized they had not. I now have to go back out to Kessler a THIRD time in order to get the correct itemized receipt for my rebate.
Dr. Kessler and the other medical staff are fantastic, so I'm considering giving this another shot, but to be frank, I don't care how suave or chic the wait room is. I want my optometrist visits to be prompt, painless, and I don't want them to try to squeeze me for extra money by pushing unnecessary services.
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