Arvada Vision & Eye Clinic

I think the communication at this office could be better. I did my annual eye exam, was given a prescription for glasses and went on my merry way. I tried to order online and all places ask for pupillary distance which was not on my script so I called to ask if this was on record. They said this is not something they give, that you only receive this when you go downstairs to see their optician and he will measure that so they can then help you order glasses. None of this was communicated or discussed at my initial appointment/ prescription.

Ive been going to this clinic on and off since 1996. The front desk staff and office manager were so great and attentive! They always remembered my name even though i was only there twice a year, which always made me feel good. Dr Cross has always been great too. All that being said ... I'm not sure what happened but about 2 years ago the staff changed; except for one super amazing front desk person, I cant remember her name but she's been there for a LONG time! The new staff minus her, is very short with patients, not as welcoming or friendly like I'm used to from Arvada Vision. I went in to pick up contacts in an emergency cause I was going on vacation and ripped my last pair that morning :( The woman who is always great (shoulder length, grey hair, very sweet!) was helping me, the phones were ringing, there was other people waiting to check in and there were 2 employees sitting on their phones and exchanging gifts for one of their dogs she got on lunch because she was leaving the practice. They were so loud with their conversation I knew the reason she picked out the popcorn tub toy for her dog. Now I understand that at work you have to have fun, have good working relationships and take a break from time to time, but it made me sad to see that the office I've gone to for many years has lost its moral and there is one person who keeps the waiting room afloat the best she can while others just seem to ignore the chaos. And recently they stopped taking ALL insurances, so with as much as i adore the one employee I'm mentioning and Dr Cross, i unfortunately wont be able to afford going here anymore. I know this office has been incredible and i know they can get there again, so please go! Just be aware depending on who is up front checking patients in, your service wont be as good as it used to be. Im hopeful that this review gets to the right person to help increase moral and teamwork because it shouldn't be only 1 person doing all of it.

I visited this clinic several years ago and had excellent service. My visit in July was the exact opposite. My experience is similar to others -- complete disorganization and lack of any customer service. I called to make the appointment and was told that they accepted my insurance so I assumed that they accepted my insurance. I arrived fifteen minutes early to complete the paperwork and then sat, and sat. After ten minutes I asked the Receptionist if the doctor was aware that I was waiting. She said yes and then looked at another woman staring into a computer screen. Ten minutes later I again asked why I wasn't being seen. Again, a shrug but no answer. The technician came over a few minutes later and did her part of the exam. She then left me in the doctor's office and said that he would be right in. After about 15 minutes I walked out and asked the technician where the doctor was and she said he was working on paperwork. About 10 minutes later he came in and did the exam which went smoothly. I was in the clinic for more than an hour and 40 minutes of that time was spent waiting. When I stopped at Lynn's desk to pay my portion of the charges she told me that they only accepted my medical insurance, not dental insurance. (How nutty is it that I should have clarified when I called a Vision Clinic that I wanted to use my vision insurance, not my medical insurance.) So I paid the bill and asked for an itemized bill so that I could send it to my insurance company. She said it would take a couple of days but would email it to me. A week later I called to ask about the bill, left Lynn a message and she didn't call me back. I called early the following week and ended up speaking to the woman who does the billing for Panorama. She said no request for a bill had been made. I called back and spoke with Lynn who assured me she would send out the bill. I then received a statement via email showing a balance due. I called the woman in the billing department at Panorama again and she said that she could mail the itemized bill to me. So a month after my visit I finally got the itemized bill. I don't understand how an office can function like this. Absolutely no one seems to notice patients sitting around waiting, billing is a mess and everyone in that office sits in front of their computers avoiding talking to patients. I don't need a reply to this from the clinic because they are clearly aware of the dysfunction but chose to do nothing about it. In response to the Owner who asked me to email Marshall, the email address is incorrect. Talk about incompetence layered on incompetence.

Everyone was so nice, professional and welcoming. I was 30 minutes late and they were still able to fit me in. Bridget was great too My only negative was the difficulty with the ramp and front door using my scooter

First of all, the optometrist's here were amazing. We had so many issues with a different eye clinic & getting my husband's prescription correct. He came here and they immediately were able to figure out what his correct prescription was. Then my husband wanted to replace the glass prescription for his goggle inserts. We tried having the company that originally made them do it, but because his prescription has a prism they wouldn't do it. So we came here to see if they could and they did an amazing job! They work great. Such a relief to find a place that does such an amazing job! With well trained optometrists.

I had a great experience. The exam was comprehensive and informative. And Sue was great helping me find just the right pair of glasses. MUCH BETTER result than the discount place I used last time. I recommend them whole heartedly.

After many years with the same optometrist, I decided to switch to Arvada Vision and Eye Clinic--and I'm so glad I did. From start to finish, my experience was excellent. The staff and technicians were professional, kind, and efficient, creating a welcoming and smooth process. Dr. Cross performed my eye exam and went above and beyond to make me feel comfortable, especially as a first-time contact lens user. He was incredibly patient, thorough, and kind--taking the time to answer all my questions and guide me through the entire process without rushing. While billing took a bit longer than expected, everything was accurate in the end, and the level of care I received more than made up for the slight delay. I'm very happy with this practice and plan to continue seeing Dr. Cross for my annual eye exams. Highly recommend Arvada Vision and Eye Clinic!

I'd love to recommend this business but I can no longer do so. I had Dr. Cross for several years and have always enjoyed working with him. He's great! That said I have no idea what's going on with the front office there. I've had several transactions that I deemed somewhat problematic in the past and worked around them. These errors always seemed to indicate front office chaos, but I worked around them to continue to have Dr. Cross work with me. This last go-around, however, broke the camels back. I contacted them first via web form and had no response for weeks. Then I called them and left a single message for an appointment (as requested per their message on voice mail) and waited a couple weeks. With no reply, I went to the office and made an in-person appt with a nice lady who told me someone had forwarded all calls to sales (no explanation as to why the web contact wasn't answered) and that that had only been corrected recently. I accepted that and made an appointment in person and at the desk at that time. I showed up today for my appointment only to find a new tablet solution that wouldn't accept my check-in. Turns out they had lost the appt and I was trying to check in as another person who did have my appt slot. They worked with Dr. Cross to double book an appointment and only then informed me that my Anthem vision plan wouldn't be accepted and that they would bill my medical insurance, with no idea if they would pay. I politely declined and left. I can take a hint, eventually :). I'm now in search of another optometrist.