This place is a tragic story. The main eye doctor, Dr. Rios is an amazing eye doctor. But the staff there is atrocious. Unfortunately it's been that way for a couple years now and has only gotten worse especially over the last year. They are SO busy 24/7 they have lost their ability to give great customer care. It's such a shame as someone who really liked Dr. Rios. I've given them so many chances and I just can't do it anymore. After being a loyal customer for more than 10 years me and my family are looking for a new eye doctor. I hope one day they figure it out. Great eye doctors but just a horribly run staff.
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Extremely poor service, specifically from a woman named Angela that claims to be a technician. I arrived 15 minutes late and stood there going back and forth with her for 5 minutes because she said it was too late. During that time we could have been seen! I offered to wait in case of a cancellation. What was the harm in waiting? I asked to speak with the doctor and she claimed the doc was with another client during MY appointment time?!?! She was rude, unprofessional, cold, and unhelpful. The doctor not only lost 1 client, but 4 as there are 4 in my family and we will not be returning due to her lackadaisical approach to this situation. There are many other fish (docs) in the sea...your best bet is to go elsewhere. It s a hole in the wall anyway, with very little and crammed parking! Good luck finding a parking place!
Went in on January 4th and had an eye exam. My optometrist was fantastic. The rest of my experience was an epic failure.
I paid $192.00 for a pair of glasses on January 4th after finding out I had near 20/20 vision. These have blue light protection and anti glare to protect my eyes while I work in front a computer throughout the day. I know you tend to pay substantially more at an eye doctor for glasses but I trusted I was getting comparable value, outside of purchasing glasses on my own online that align with my prescription.
I was told the glasses may take up to two weeks. No worries. I can wait. Two weeks go by, I call asking about whether or not my glasses have arrived. Not yet, I'm told. They will call me though as soon as they come in and they validate my number. Another week goes by, I call again. They still haven't arrived. But they tell me again that they will call me when they arrive.
2 days later, Irma calls me back on 02/01. "Hi Chris. Was this an order for replacement lenses? I can't find anything here." Me: "No. I'm a brand new customer, had an eye exam and these were a new, first order for me". Irma: "Well, I don't see anything here and it looks like they were never ordered. I'm sorry. We have a lot of new people here and a lot going on so we missed this. I'll get these ordered now and they should be here in a week or two. I'll put a rush on the order." I told her to just cancel the order. That I have near 20/20 vision and I don't need to spend $200 for no reason. "Yeah, but don't you want to protect your eyes from blue light?", she asks. "No thank you. Please cancel the order and email me confirmation that this has been cancelled." Irma: "Fine." Me: "Do you have my email address?". Irma quickly reads my email address back to me and hangs up.
As of 02/12, I still haven't seen a refund on my Amex nor did I ever get an email from Irma and Paradise Valley Eye Care Center. The ineptitude of this place is beyond comprehension. Avoid this place at all costs. Not only will they fumble your order, they will struggle to communicate with you and if, God forbid, you get Irma to assist you, she will do so reluctantly and pass the blame elsewhere while never taking care of your problem. I called back today and left my information seeking a refund and email that my order has been cancelled since they've held onto my $192 since January 4th and not delivered anything to me, nor have they issued a refund to my Amex.
Had glasses made here after they were made incorrectly twice at warby parker and they are perfect. lens and frame quality worth the extra money. thanks!
Ive been coming here for a few years but left to try and find better customer service. Dr Rios is good and the reason I tried to give them another shot. The lady at the front desk (dark hair, never smiles) is awful, just awful. She put me on hold twice for more than 15 minutes and then sent me to voicemail on the third attempt. This is not the first or only time she's been terrible. I'm sorry Dr Rios but your staff makes it literally impossible to come back
Exceptional Personalized Service and Knowledgeable Care - Dr. Campouris is very knowledgeable and provides the personalized care that is often absent from the medical profession. She makes recommendations and provides patient-focused advice and diagnoses. This is far and away better than going to an eye care facility in the mall. She was able to help our daughter with some unusual contact lens requirements, which led us to also get our eye exams with Dr. Campouris. We live in the east end of Mesa and find it worthwhile to visit her office in Scottsdale. The office staff is also very pleasant and friendly.
I am at the point I need to talk to my insurer about not getting medically necessary contacts for more than 6 months since the exam. They are extremely poor communicators,. You are not the customer with this practice. They are your saviors. They have twice tried to see whether I will just take contacts that need refitting without getting them re engineered. I don't think its the actual Optometrists, since the optometrist apologizes every time. I think its the internal staff that are a law unto themselves. I often have a students do measurements on my eyes at this practice. Which has been a mixed bag, but generally good. You might think CORVID has caused this extreme circumstance, but many of these issues have happened before.
Paradise Valley Eye Care has excellent staff from the Receptionist to the Assistants to the Doctors of Optometry to the Frame Selection to Frame Fitting Staff. I was treated so well there. My glasses are great, were well priced, and have helped me so much in my work. I highly recommend Paradise Valley Eye Care to anyone needing vision assistance. Intelligent and professional staff.
The doctors are amazing. We've seen almost everyone there in the last 6 years, and they were all wonderful. I have Sjogrens Syndrome, and they are really great about making sure my dry eyes are improving. The only reason they are getting 4 stars is because the front desk staff seems to have a high turnover, and as such they are always learning the system. It took months (admittedly during Covid) for them to figure out how to put a credit on my account because of a billing snafu, and then they didn't tell me it was on there. When I purchased my new glasses, the lady who does the glasses ordering didn't apply it. She ran my card, then brought me the receipt saying there was probably an error in their system. I said no, that's an actual credit. I'm not sure why she didn't ask me about it before running my card, but I'm going to give her the benefit of the doubt. I need to go pick up my new glasses today, and will see if I can get the credit turned into a refund. Great doctors, it would be nice if the front desk staff could hang around longer and get more experience, or maybe get a more efficient billing system.
So I got an eye exam and selected frames. The Dr suggested I try Progressive lenses. I was told that if they didn't work out I would be able to get single vision replacement.
What they didn't tell me was that I would not be refunded the out of pocket difference I paid for the more advanced and more expensive lenses. When asked I was told:
1) It is against their office policy to issue refunds and 2) The insurance would not allow it.
Well
1) It was not explained when we were discussing my lens options 2) It was out of pocket, insurance should not be involved
So basically this place ripped me off and refuses to make it right.
The Front office staff is quite horrendous. I scheduled an appointment through them in February and they just didn't save the appointment so when I showed up for the appointment I made, they had no record to get me in. Dr. Rios was on his way to lunch and saw me waiting and once he discovered the issue and offered to fit in me in before lunch but, because of that I was only able to get halfway through an exam. After ordering contacts from them, they told me 2 weeks before they'd be in. It's been 3 weeks now and when I tried to follow up with a call to the office they said they would call me back and never did. I have now tried reaching out two more times and left a voicemail that's never been returned.
As a first time patient to Dr. Rios , I am highly satisfied with my visit. Dr. Rios was very thorough. Dr. Rios team that i interacted with while there was very friendly , helpful and Highly skilled optician. Would recommend PV eye care to others !
Awesome eye doctors and glasses providers. They are very timely and have a friendly staff. Give these guys a chance, I m sure you ll see what eye see! ;)
This is the worst eye care clinic you can go to. Starting with the girls at front they DO NOT know what they re doing the whole staff it s very unprofessional the do not communicate It s been a nightmare and they don t even want to give me my money back !!! If you care about your eyes GO SOMEWHERE ELSE !!!!
The 3.5 average star rating of this facility is not accidental. Their communication skills are lacking...average at best. For some reason they simply do not connect the dots. Either they are too busy or they weren't trained and simply lack the forsight. I presume they mean well. "Meaning well" might work in some relationships, but for business, production, and customer satisfaction, it can leave you hanging. You may walk out of here with a fine pair of prescription glasses at a descent price, but if you're average, it will be a 3.5 experience...yes, the long way home.
Been using these folks since we moved here in 2015 and they've always been super helpful, friendly and quick. Broke my only current pair of glasses on Tuesday afternoon. Called just before closing, saw the MD Wednesday morning, had brand new glasses in hand Thursday afternoon. As a motorcycle rider I need glasses that can fit under a helmet, are durable and still look good. They had plenty of options and fantastic turn around time. I can recommend the office without reservation.
My son had an appointment on Aug 28th. We ordered new glasses and were promised his new glasses in a few business days. As of today (9/28) we still have no glasses...I have been coming to this office for years. I guess it s time to find a new eye doctor....
The doctors are truley excellent in their profession and patient care but after finally being "fully" refunded for glasses that didn't work out, and after I gave them multiple attempts to correct the problem, I found my original purchase receipt and noticed that I was shorted. It was an insignificant amount. I would go ahead and see the doctors but take my eyeglass script elsewhere. I hope this helps someone, again docs are superb.
If you have all day to waste in an eye care center then this is the place for you. I got here early and they were still well past 45 minutes late calling me back. They took people back who got here after me, and had appointments scheduled after me so it's ridiculous. I'll stick with any other eye place even if itll take longer to get my glasses.
Extremely poor customer service, poor communication. I drove back from California for an appointment to find out they ordered the WRONG contacts. It has taken 4 months to get the correct sample pair. No more excuses, I m going somewhere else. Save yourself the aggravation, find another place. I ve heard Costco has a great optometry department.
Optometrist are good but front office staff is horrible. I have had issues with them over the phone and in person. It's more like a circus that an office. No one seems to know what they are doing. They take payments over the phone to order additional contacts which is fine, but they can never seem to locate the payment when I go to pick them up. They are so bad, I am done with them!
My entire family (4 generations) have been coming to Dr Rios and the wonderful staff at Paradise Valley Eye Care for several years. I love the chill vibe of the office, the frame selection and helpful staff. I highly recommend them.
My family and I have received excellent service for 25 years. Doctors and staff are amazing. I recently brought my niece and Dr. Rios prescribed the perfect contact lenses for her. She had been going to a commercial eye care center for years and she was told that she would never be able to wear contact lenses. This was definetly life changing for her. I highly recommend PVEC. They will make sure to do everything possible to meet your eye care needs.
Came by with my wife for a double appointment- full exam and glasses fitting. Everyone was extremely courteous and professional. Dr. Campouris was incredibly thorough, and equally friendly. My wife and I spent quite a bit of time bs'ing during the appointment, and felt comfortable through the whole process. Despite chatting with everyone after the exam, we were still out of there exactly on time. Disclaimer here that we did arrive about 30 minutes early to fill out paperwork and pick out frames. The selection was really nice as well
No one here seems to be in the same page. Was initially told I was covered, then told it was going to be 30. Then after driving across town it became 75. Unorganized. They also offered no help in the issue. I would rather suffer at the VA. They might suck but at least they are on the same page.
I have went to Dr Hollenbach for over 10 years. She is friendly, conversational, and her expertise in my care has been top notch. The front desk staff has always been really friendly and went above and beyond in my service. I highly recommend.
The doctors are amazing, professional and easy to talk to...but the front desk, on the other hand, is lacking communication skills and they look like they are forced to be there. Great clinic, but front staff not so much.
They failed to notify me that they didn't receive my insurance card so I brought a copy only for them to tell me they need the card holder's ssn, I notified them they can use the member ID for that and they agreed but continued to refuse to let me in to my SCHEDULED appointment! This would have been my first time but now I can safely say I will never go or even reconsider going through this unprofessional group again.
This eye care place put the wrong prescription on my 5 year olds glasses. When I went in to tell them they didn t even care to confirm that the prescription was in fact wrong. I wouldn t of found out if I hadn t taken my daughter for her 6 month check up. The doctor from ABC Children s eye who found the prescription to be wrong said that we were lucky my daughter didn t develop a lazy eye. The prescription was way off and way too strong. It even caused my daughter to have a difficult time at school. Now I ve been waiting close to 2 Weeks for her corrected lenses. I was told I would get a call within 3 days. I called them today and I m told that they only have one lease. I am very dissatisfied and upset. SAVE YOUR MONEY and EYE HEALTH and go somewhere else.
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