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  • Today I had my yearly eye appointment at this location. I have been a patient at this location for 2 years now. I came to My EYEDR after my previous optometrist of 10 years moved. Today.....I truly missed the excellent customer service of my previous optometrist. The check in process and pre exam screening at My EyeDr were very customer friendly and professional and Dr. Angelo was excellent. My post exam experience is where things went down hill. My technician was named Teresa and when she sat down with me she wanted to know if I wanted a years worth of contacts. I informed her I only wanted to use my current insurance allotment. She then told me each box would cost me $90 and my allotment was set at $150. I said ok I will take one box and a prescription so I could find the contacts on line at a cheaper rate. I told her I have always gotten at least 2 boxes with the $150 allotment and she confirmed she could she I did that last year but she guess that maybe the contacts were more expensive. She said the $90 box could be reduced to $65 each if I were to purchase a years allotment. I declined and Teresa then told me if I only used the $90 I would forfeit the additional $60 because they could only bill my insurance one time. Teresa and I debated the validity of her statement for 2 or 3 minutes and I explained to her I was very familiar with my insurance plan and what was available to me. She disagreed and asked me again did i want the years allotment, to which I declined. As I was paying Teresa my co-pay she did ask another technician about the $60 insurance benefit and whether or not I would loose it. The technician informed her I was correct about not loosing the $60. Now, once we finished I informed Teresa I was heading out of town and wondered if I could get a back up pair of contacts in case I had issues with the new prescript I was just issued. Teresa told me she would ask but didn't think she would have one to give me because they only have the one pair which was given to me already but she would ask. Teresa went to the back of the office and returned to me and said NO they did not have any extras since they just gave me the pair I have on. I then asked if she would call another My Eye Dr location to see if they would have an extra pair. She walked away and came back to tell me if another location had a pair they only had one and would not give it to me. Now my issues are with the poor customer service and the SALES focused intent on the part of the technician. This person was willing to pass along incorrect information about my insurance benefit and was pushing the purchase of a years allotment of contacts. To add to that having a customer ask for a comp pair contacts to help with out of town travel and not putting forth effort to help the customer with an obvious issue and just brush them off is unacceptable. I am glad I found out what is important to the people at My EyeDr before I invested any additional time in being a customer. Customer service does not mean you should break the rules for the customer but looking out for their interest and showing concern and going the extra mile means a lot and makes a customer want to bring business back your way and tell others. How hard would it have been to just call another location to see if the option was available. It was just easier to tell me NO. I'm going to find a customer service friendly optometrist office that appreciates, or pretends to appreciate, their patients. I felt very unimportant at this location and as if my concerns were not important.
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