Family Eye Care

Dear Dr. Kerry Connell I picked up my eye glasses from your office today. I was in last week for my exam, picked out new frames and lenses. The total I was told after insurance was $256.00. I paid half down $128.00. Your staff even wrote down on my receipt what I paid, and what the balance was. Today when I picked up my glasses I was told my balance was $200.00, I said no it is $128.00 I have my receipt. Your staff said sorry we made a mistake you owe $200.00. I did not plan on spending an extra $72.00, I told your staff I can not pay for your mistake, she told me sorry but we can't do anything about this. I was SPEECH LESS. I asked when the mistake was found, I received no answer. I said I can not believe you wouldn't call a customer to tell the about an error immediately after it was discovered. Many other issues were discussed during my visit, but I am to frustrated to talk about my dissappointing visit. You should really review with your staff what customer service is all about. I hope this can be rectified. more

When I called months early to make an appointment for new contacts, I mentioned the reason I need them is for a trip I have planned. They assured me the contacts would be in well before my trip. At the appointment, I reminded them again that they are for a trip out of state, and I asked if they would be in before the trip. She assured me once again, that the contacts would take a week at most to get to their office. \r \r Two weeks go by without a call that they've arrived, and my trip is less than a week away. They couldn't find that they were ordered, and come to find out, my order was still on her desk waiting to be entered in! When I called them out on it... the office manager accused ME of lying about when I had called to make the appointment! Needles to say, I never got my contacts in time for my trip.\r \r Doctor was great... it's unfortunate that the people he has working for him are so horrible at customer service. more