Pacific Eye Associates

4.0

1138 reviews

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Jennifer L. Via Yelp - San Francisco

5 years ago

DO NOT GO HERE. TERRIBLE AND HORRIFYING customer service. no one should be reduced to tears by the manager, billy, no one should feel so helpless when they call to ask for a doctor. I have never seen customer service like that ever. NO ONE was willing to help me AT ALL. the woman who handles insurance was on vacation &the one who was filling in(a Russian translator) had no authority to handle it.I asked if she could just help me call (it has to be from them) And then tells me that she would not even try. She was really rude, I could tell that she wasn't really trying to help me. I asked if she could transfer me to someone else & she told me no, & actually said she was doing great. I asked if I could be transferred again, she said she would but put me on hold for 15 mins before I finally hung up & called again. even worse treatment ensued. BILLY WAS HIS NAME. He honestly should not have a job that entails customer relations. He was horrible &demeaning. People who use their position to make you feel so bad, but to act like they don't notice, are the worst type of beings in an office space. He belittled & verbally abused me,h told me that it was my fault that my insurance couldnt give me my meds. I asked nicely for when the doctor could be free to give me a call back & was told that I was selfish because I wanted the doctor to be dragged out of taking care of his patients just to give me a call. That was not the case, I had already said I would wait for his call. But no, billy kept on going about how I wasn't listening to him and that I should basically stop talking to let him finish whatever he was saying. This happened like three times, before I finally told him to let me ask the questions first before he assumed what I should have known. That did not go well because he got more and more heated and at this point, I am crying because I had a serious eye inflammation that was making my vision worse and worse & this man had no sympathy at all At one point I told him to lower his voice & then he said that it was just what he did, apparently. I asked him if he was the only manager on the floor & he didn't answer me when I finally said that I wanted to complain against him and the other Russian interpreter, this guy gets NASTY. Just because you're not cursing, doesn't mean you just can't get even more creative with your choice of words to hurt people even further. He got so defensive that I felt like he wouldn't even get to the doctor about my meds anymore and I asked him if he could guarantee that the doctor would call me back. I had to ask because this was just getting out of hand where there was no transparency at all, he didn't even listen to my complaint against him, so why wouldn't he ignore me the rest of the way too? He then told me that it wasn't his character to go back in his word. He never told me he would go to the doctor for me, he never told me that the message for him to return my call would even get sent to the doctor. But it was in his character to yell and belittle customers for a job that he's supposed to do? He lied to me too about the prior authorization, this guy told me it would take five days for them to get through insurance and I called insurance and they said it oops only take an hour. LIARS. And he told me to hang up the phone, that I wasn't listening to him, there was no point for me to talk to him any longer, that if I wanted to speak to the doctor, then I had to hang up. I asked if there was another manager on the floor and he ignored me again. I am never going back this place. If I were one of the doctors, I would fire him in an instant. Billy, I hope you see this post. You are a nasty person who looks to belittle people instead of helping them. You did nothing to ease my distress or to help me with my actual problem. I told you I couldn't come in to pick up these "samples," of the meds I should've gotten the day before. You didn't let me ask any questions before you went on your rant of why I wasn't listening to you..mBECAUSE YOU DIDNT LET ME ASK YOU ANYTHING. And you told me that if I just listened, then it would solve all my problems. NEVER IN MY LIFE HAVE I EVER WANTED ANYONE TO GET FIRED MORE THAN YOU. You made it a mission to make me feel inferior & stupid the entire half an hour phone call. It's sick that you didn't even try to help me get my meds. It's sick that you would dare speak to not only a customer, but a human being that way. I never raised my voice or yelled aloud for everyone in my office to hear. Your need to make someone feel like shit is a reflection of your "character." I will never come here again. this is the first time Ive ever said this about any establishment.

Pat Kern Via Google My Business - San Francisco

5 years ago

The admin staff in this office is absolutely awful. Had to wait close to TWO HOURS for my appointment. I had allergic conjunctivitis and they scheduled me for an "emergency appointment" with the NEURO OPHTHALMOLOGIST (ummm..why? I just needed to see a general ophthalmologist). The admins have no idea what they are doing and need better training.

Jonathan L. Via Yelp - San Francisco

5 years ago

Unfortunately I brought my client here who suffers from severe mental illness and is elderly. The technician who worked with my client was impatient and not very compassionate. She became agitated easily with my client. The eye doctor and person who fitted her glasses however, were much nicer and offered a better experience for both of us.

Eric R. Via Yelp - San Francisco

5 years ago

I visited Pacific Eye Associates Friday 06/15 as a study subject referral from Smith Kettlewell Institute. Primary purpose was a fundus photo. I found the customer service approach inferior to my local Apple Store at Stonestown. The technician who checked my vision and dilated my pupils was as warm as a penny found on the street. The college kid who took the photos was unable or unwilling to email me the photos. He told me to ask at the desk. I felt like nobody cared and I was just a number. I have already communicated my impressions of this unpleasant and stressful experience to my contacts at SKI. I will never return to Pacific Eye Associates and will tell my friends to steer clear. Next time I want this level of impersonal service, I will go stand in line at Security Check In at the airport.