Austin >Premier Eye Care
Premier Eye Care. An interesting experience. I chose Dr. Byron Brent because his office accepted my medical insurance. I went to get my eyes tested for a new pair of eyeglasses and for contact lenses. I had a fairly small wait time, which is great, while I filled out my new patient forms and flipped through a magazine. I was called by a technician, Charlotte, who took me to an office and then proceeded to run a variety of eye exams. What surprised me was when she asked me to read the eye chart (the one fillled with letter and numbers in the form of a pyramid). She noted my new prescription and then put in drops to dilate my pupils. I was led to a small waiting room to wait till my pupils were sufficiently dilated. After some time, I was called by another technician to Dr. Brent's office where I waited again. Dr. Brent came in and checked my eyes with a very bright light. He pronounced that everything was okay and we then discussed a bit about my eye prescription because of astigmatism in one of my eyes. I must confess that I was concerned that it was not the doctor himself who checked to ascertain my prescription but he told me that the machine and tests done earlier were close in readings. The toric contact lenses, to correct astigmatism, that I needed for a try out (an extra $50 fee for this) was not available. I am waiting while the contact lenses are being ordered. I was told about 5 business days. One more thing, don't forget to bring sunglasses or ask for the disposable sunglasses at the front desk after your eyes are dilated. The sun is way too bright outside and it takes a few hours before your eyes become more normal and reading or writing becomes possible.
Terrible Customer Service ? price padding..
Dr. Brent seems to be a very experienced, competent doctor; HOWEVER, his office's business practices are deplorable.
My husband went in for an exam specifically to obtain a new contact lens prescription. After spending $135.00 he was sent home with a pair of sample lenses and told to "try them out." When he called to obtain an actual prescription so he could order contacts, he was told he needed to come back in and pay another $50.00 so that the doctor could "see the lenses on his eyes." He was not told this at any time before, during, or after the initial exam. It was not until he requested the actual prescription in order to obtain his contacts elsewhere that the additional exam was suddenly required.
I spoke with two office personnel who were extremely rude and spoke over me so that I could hardly get a word in edgewise. Had their customer service skills been better, perhaps I wouldn't feel I was being given a song and dance. Among other vague reasons given, I was told that this follow-up exam was because Dr. Brent was afraid of being sued!
I stated that I myself had been there previously for exactly the same exam and was never asked to come in for a $50.00 "follow up" in order to be given my actual prescription. The office personnel said very cryptically that procedures were sometimes "different for different patients." I was unable to get an answer as to why this might be. Again, they were abrupt and condescending in their manner, which I found to be very offensive.
Had they included the $50.00 in the original fee or let us know from the start that a follow-up would need to be scheduled, this would have been no big deal, although my husband and I have been wearing contacts all of our adult lives and this is the first time we've ever heard of such a practice.
I don't know what's going on here, and apparently neither do they. It seems to be a case of padding fees when a patient wants their lenses dispensed elsewhere.
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