ADVANCED EYECARE - Takher Raman K OD

We've been coming to this facility since moving to Marysville three years ago. The clinic is clean, modern, and equipped with what seems to be the latest technology. Dr. Takher is friendly, attentive, and thorough. She always takes the time to explain what she's doing and answer any questions. I've never felt rushed during any of my visits with her. I was actually the one who recommended my husband to Dr. Takher's office. He was hesitant to switch doctors, but based on my positive experiences, I convinced him to give this office a try. Unfortunately, our recent experiences with the front office and customer service have been disappointing, and we've decided not to return. I tried to overlook the issues since we only come once a yr for our annual visit and new glasses , but our last visit was the final straw. I understand that the office works with an outside lab and that glasses go through a process before being finalized. However, the problem is that the staff don't follow through on what they say they'll do. For example, my husband's glasses took nearly a month to arrive. I called after two weeks for an update and was told there was none. I called again a week later, still no update. A staff member said they would check with the lab and call me back, but I never heard from anyone. After multiple calls and a month of waiting, the glasses finally arrived. After wearing them for a week, we realized the transition lens feature we requested wasn't included. When we returned the glasses, the optician confirmed the mistake and sent them back to the lab. It's now been three weeks with no updates. Each time I call, I'm told someone will check with the lab and call me back, but no one ever does. I've spoken with several different people, all of whom promised to follow up,none of them did. Eventually, I reached someone who took the time to look into it and told me the glasses were at the office but unfinished because the person who usually cuts the lenses wasn't in that day. This entire process has been incredibly frustrating. Despite seeing multiple staff members during my visits, it often feels like no one takes responsibility for resolving issues. As of now, my lenses still haven't been located. Again I was promised a phone call because the other side of the lense is MIA. But based on previous communication, I don't think that follow up will happen. Anyways, It's disappointing, especially after years of coming here and appreciating Dr. Takher's care. Given the repeated lack of communication and poor service, I'll be taking my business back to Sacramento. They don't need my business so I'll take it somewhere that still values customer service and communication.