Acuity Eye Group - Pasadena

The front desk employees at Pasadena Acuity are often difficult to reach by phone, poor return call follow through, and have messed up appointments a few times. Its a relatively small location, so the main seating area gets pretty full, but so far there have not been any over booking issues here up to the time of this review. My primary doctor works out of this location and its very easy to reach via the A-Line train about four blocks from the Trainstation near Huntington Hospital. I recently saw the retina doctor at this location. He told me he wanted to see me in three months, but didn't tell me anything else, nor give me any paperwork to take to the front desk, which was extremely unusual. First time a doctor didn't give me a paper to take to the counter since I began coming to the different Acuity locations back in 2018. When I got to the counter, I told the front office person, "He want's to see me back in 3 months". The front office person told me, "Oh, he already booked your appointment" and she told me the date. That was really weird, because I wasn't asked if that day or time was possible by him, or anyone else. When I got home that evening, CVS (Which I haven't used as a pharmacy in over a year, sent me a text message saying "You prescription has been filled". I kind of recornized the drug name, but it wasn't something I've used in over a year. Today I looked it up on the CVS website and its for a drug I am allergic. I had just seen my primary Acuity eye doctor a few days prior, we had discussed in detail the plan of action, the medication (drops), etc. The retina doctor by-passed my primary doctor without consulting him, issued the drug I had been taken off on in an emergency basis, and sent it to a Pharmacy I no longer use and in Lincoln Heights which I can not reach. The retina doctor didn't mention he was prescribing anything, didn't ask me about taking it (It's a drug that's know to have severe recations). It's concerning when a doctor in the same medical group, prescribes a drug without mentioning it, consulting me, or consulting the doctor who monitors the drugs that it treats, especially prior to an immediately upcoming eye surgery meant to treat what the drugs is used for.

Acuity Eye Group in Pasadena has been the worst optometrist experience I've ever had. The office staff never answers the phone and the voicemail inbox is always full. I've been forced to wait in the waiting room 1.5 hours past my scheduled appointment. Clearly this branch is struggling to keep up with the local volume and the team needs to expand to support this. I've officially switched care providers due to the lack of support and attention this team is currently able to provide.

Echoing the sentiments of the other reviewers that are claiming this place is inaccessible and unsympathetic. They absolutely will not pickup the phone, and there is no system to leave a message. The optician comes and goes as freely as they please; I've come by several times taking time off work to accommodate their odd hours and they're never there. "Call us next time", the lady at the desk urged me, rather curtly. So I did, 2 days in a row with NO answer. Please don't leave a vapid "this doesn't reflect the level care we aim to provide!" response under this review, because it clearly is the one you're dedicated to providing.

The front desk staff were very accommodating and were able to accept my appointment that was made at another location same day. They were able to get me processed with no trouble. The provider however was the downfall of my experience. Linh Ho's bedside manner was very lack luster upon entry. Before the exam began I informed the staff I would like to be fit for contacts as a first time wearer. Linh ho quoted me a price and as I tried to get clarity and explain my insurance I was constantly interrupted even after asking to be heard. The encounter ended with me denying a fitting for contacts all together due to me feeling uncomfortable to speak and quite literally being over talked. The rest of the exam went well highly due to the fact that I pretty much answered yes or no questions. Wish my experience would have been better.

"I had a disappointing and disheartening experience at Acuity Eye Group in the optical department, primarily due to my interaction with Christina. The rest of the staff are so friendly and welcoming. I found her comments to be discriminatory and unprofessional, as she expressed negative views that seemed to be rooted in homophobia and racism. It was disheartening to see her show kindness only to those who matched her own background, while others (myself included ) were treated dismissively and poorly. She allowed a woman with her same background to sit in her area, that arrived way later than me. While she was away on a lunch break (which she was late coming back from) But when I sat in her area, she immediately frowned up and told me she didn't want me there. When I explained to her, that I was first and that I was there, way before the lady was there. She then says to me, that she doesn't care, that the lady came after me. She's going to serve her first and that "my people " has an issue with being patient " Then she said that She'd rather tend to her first than me. I asked her how can she work in a customer service setting and be filled with so much racial hatred And she ignored the question and told me to get up out of my seat. Because she didn't want me in her area anymore. Such behavior should not be tolerated in a professional setting, and I hope the management takes these concerns seriously to ensure a more inclusive environment for everyone. And they need to do quality assurance calls. She's given me attitude when I've called there. Trying to understand what was going on and their process. She was trying to police my feelings and trying to tell me how I should speak. And how I should sound. I immediately told her that she was very unprofessional to tell me a customer how I should feel and how I should speak. I can't even imagine doing anymore business with them because I don't ever want to see her again. I may have to check out a different location for my contacts and other glasses. Because no one deserves to be treated so poorly.

This doctor wasn't gloom and doom about my eyes She said I'll need cataract later, no T now. Plus she made me feel goose

Thank you for sharing your experience--here's a polished version that you could use as a review or feedback message: --- I came to this location specifically because of Christian--he is absolutely fantastic! I've been a loyal customer of his since the downtown location and followed him here solely to purchase my glasses through him. His service has always been superlative, and it still is. That said, I'm really frustrated with the phone system. I don't like that I have to go through a call center and can't reach the specific location directly. That's a terrible practice and makes it hard to get the help I need. However, Christian's presence and the better frame selection at this location were enough to convince me to come here. He truly makes the experience worthwhile.

I called trying to get a same-day appointment and it was a mess. The phone center wants all your personal info before they'll check. I kept asking them to see so I could call other doctors and they said "Ok I'm checking....but first give me your address". So frustrating.