Pacific Rims Optometry

I started Orthokeratology at a very young age, at around ten years old before it became more mainstream. Dr. Chan is very knowledgeable in this niche field and clearly knows what she's doing. My vision has consequently remained relatively consistent without problems. The staff is very kind, competent and welcoming. My whole family sees Dr. Chan and wouldn't go anywhere else!

It's unfortunate how disappointed I was with this optometry office, as my experience started off positively. My employer recently changed vision insurance plans, which meant I was no longer in-network with the optometrist I had seen (and absolutely loved) for years. When I met Dr. Peng, she was warm, personable, and immediately made me feel comfortable. Based on my interaction with her alone, I knew I wanted to return as a long-term patient. Unfortunately, my experience took a turn for the worse when I had to deal with the front office staff regarding insurance. During my exam, Dr. Peng indicated that my prescription appeared to qualify for medically necessary contact lenses (MNCL), but explained that insurance determinations were handled by the front office. After my appointment, I was directed to speak with Sylvia, who was introduced as their "insurance expert." Sylvia quickly told me that my prescription would not qualify for MNCL and advised against submitting a claim altogether. She explained that my insurance carrier requires additional documentation, is difficult to work with, and that submitting the claim would likely result in a denial. She also mentioned that reimbursement would be minimal for their office. Based on her stated expertise, I initially accepted this explanation. However, after doing my own research, I decided I still wanted the claim submitted (even if it resulted in a denial), just so I could know for certain. When I called the office to request this, the staff member I spoke with was curt and dismissive, repeatedly stating, "Sylvia already told you this wouldn't get approved," and actively discouraging me from proceeding. I was also told that no one else could assist me because Sylvia was the only person who handled insurance matters. Since she was not in the office that day, I was told she would call me back the following week. Sylvia did not call back when promised. When she eventually did, she informed me that moving forward would require another visit to the office. At that point, I was frustrated and exhausted by the process and chose not to continue. Fast forward to LESS THAN A YEAR later, my vision insurance and prescription remained the same; only difference was that I went to a DIFFERENT optometrist. They did not push back (like Pacific Rims); the MNCL claim was submitted and APPROVED. Dr. Peng herself was lovely, but I would caution anyone who requires care beyond a routine annual exam.

I've never met a doctor as thorough, detail-oriented, and competent as Dr. Mai who has a very strong credential. She's friendly, knowledgeable, sharp, and caring. She spent one solid hour on me, focusing on every detail, and successfully diagnosed my vision problem. Dr. Mai is really one of the best in her profession and a true asset to her clinic. I highly recommend a great doctor to the SF community.

4/27/23: Dr. Zeng was great! Attentive & thorough! The exam by her & her assistants was extensive. They have modern clean equipment. Their chandelier in the front office area is sparkly. The staff in the front were lovely & very helpful. They made sure I got the most out of my insurance coverage. I chose a brand new glasses design that just came in from Tom Ford, made in Italy . Retro contemporary style. I was quite satisfied with my experience at Pacific Rims. I drove there, but I like how it's directly on a MUNI train line with a stop right in front of the store. I love West Portal!

Friendly and professional. Dr Lee was recommended and was great. She really takes the time to explain what she diagnoses and how it affects your daily life and passionate about sharing all the information.

I had a very positive experience at my recent visit. The doctors and staff are very professional as well as welcoming. Everything about my eye exam was explained to me in a way that I could understand when I asked questions.

The staff did not seem very welcoming. They were more focused on talking to each other than helping customers, and they didn't want to take the time to check whether my insurance was accepted at that location. I had to ask them, instead of them offering to help. Overall, the experience felt dismissive.

Excellent customer service!!! Very friendly, available and attentive, even for walk-ins. And they seem to always have the best options for frames, even when we shop around. They were very patient while my daughter shopped and took the time needed to make sure her glasses fit perfectly. We can't praise them enough for creating a positive experience in an often otherwise stressful world. Thank you!