Lustro Eyeworks Optometry

I visited Lustro Eyeworks Optometry because they had availability, my usual office is their sister location, Otay Lakes Eyeworks. I had a very positive experience with the optometrist, Dr. Jenny Kim, DO. She was professional, thorough, and made the appointment itself a pleasant experience. Unfortunately, my experience at the front desk was not as smooth. I am familiar with my insurance coverage under FEP High Option Aetna Vision, but there was confusion with the insurance breakdown. The front desk staff appeared to be referencing Aetna Commercial, which is not the plan I have. Despite explaining this multiple times, the interaction became somewhat argumentative. As a result, I was initially quoted $115, when my correct copay was $40. Another staff member stepped in and corrected the error. However, the situation could have been handled more professionally, as the responsibility for the mistake was still placed on me rather than acknowledged. I encourage future patients to verify their insurance details carefully before payment. For those prioritizing customer service, I've consistently had better experiences at their sister office, Otay Lakes Eyeworks. While I appreciated the care provided by Dr. Kim, I personally would not return to this location.

I contacted them to inquire about insurance acceptance, and they provided a detailed explanation of the process. They also mentioned the possibility of a same-day appointment if I already had my prescription. Unfortunately, due to the holidays, there will be a 3-4 week delay. Their front desk staff is very friendly.

Optometrist were good on this location. But the front end desk has poor quality of service. Little to no knowledge on insurance coverage. We received call and a text that our glasses was ready for pick up. Once we arrived at the location, the glasses were not available, they try to give us a different glasses insisted it was the right one but at the end it was an error on their end.

Staff extremely friendly, thank you Dr. Brown for answering ALL of my questions. Chris was fantastic in helping me getting the frame model that I wanted. Been a customer of Otay Eye works for 15+ years. I am changing location.

Very quick and easy! The staff i interacted with were very kind and made the process go very smoothly and i got my new glasses prescription in less than 30 min. Highly recommend!

Staff were professional, friendly and efficient. Doctor was very helpful and receptionist made sure we were pleased with product and service.

Horrible communication skills, horrible customer service, condescending attitudes and the receptionist are ignorant and unknowledgeable about vision and codes of medical diagnosis they're no help and will give you attitude and excuses while you hear laughter in the background... I would never go here and that's just from multiple phone calls... don't ask to call to speak to optometrist because the gatekeepers won't let you worst optometrist office ever Horrible customer service, horrible receptionist, unprofessional & unknowledgeable about codes Pertaining to vision in optometry care and their actual job Obviously cause the only thing they know how to do is pick up a phone and hanging up, disrespectful and condescending I would never come here and this is all from Multiple phone calls in three-way with my insurance that they witnessed as well. Don't never go here. Go somewhere else it's worth it. This is a mom and pop optometrist shop that hires receptionist with degrees for Gompers smh they need to do better don't go here,

I special ordered glasses and they were too tight. I came in and told them and they said there's pretty much nothing they can do. So I left it like that trying to adjust them . I'm just finding out that I could of returned them within three months! If I would have known i would've been a happy customer. Throughout this whole process I couldn't come back because I was in and out of the hospital because I had to have surgery for my ankle twice. I'm learning how to walk again and they still told me I'm pretty much stuck with these glasses. I paid over 200 for these glasses. Really disappointed