Magruder Eye Institute

I accompanied my friend to her 11am appointment today so her doctor could explain her upcoming cataract surgery. She signed in at 10:45. After an hour, we checked "How much longer?" We were told "they're running behind today, but there're only three people ahead of you." My friend also learned that "lunchtime was at 12:45." Did that mean there'd be no one to help us? At 12:30, there wasn't any better news. I spoke to a couple who were sitting next to us for an appointment also. They'd been there an hour longer than we, so they were having a 2 1/2 hour wait contrasted to our 1 1/2 hour wait (so far!) We were getting very tired and so opted to leave. The front desk person said that our $20 co-pay could be re-applied to our next app't, but if there weren't another app't, there'd be no refund of it. I'm thinking: But we're not breaking an app't...Magruder's is not keeping the app't it made with us! My friend's health insurance company (CarePlus) said for eye surgeries, that Magruder's was our only resource (I'm calling CP to confirm that and will update that info here should we learn otherwise. The place was packed with waiting patients. After an hour and a half, it occurred to me it felt like a Third World experience, except we weren't sitting outside on over-turned cans. Our time and everyone there were being thoroughly disrespected.

This is BY FAR the worst company I have ever dealt with for my vision needs and I have worn glasses and contacts for 40 years now. They are completely unprofessional. They never answer the phone and the Dr and Staff wreak like weed after lunch. On my first visit they had me sitting in the lobby till 12:30 despite an 11:30 timeframe and I had made them aware that I have a six month old who was in daycare so time was important. They completely ignored that and when they did get me into the exam, the nurse or assistant played around with the vision tools for 45 more minutes asking me questions like the Dr would, so I thought it was the exam. No, she was messing around with the equipment killing time for the Dr to get back from her lunch break. When the Dr did return she had a different assistant with her and one of the two of them wreaked of weed so badly that I had to hold my breath when they finally did do the exam. During that nightmare, it was determined that I needed a new contact lens Rx and so they went into the computer marked some notes and supposedly ordered them while giving me a trial pair for two weeks. They had determined that it would be better for me to switch to a daily use and said that they would call me when they arrive, and that I need a second fitting appointment. Two weeks later I came back for a fitting, but guess what. They didn't have the contact lenses in and didn't even call to reschedule the fitting. Not only that, they order me the wrong Rx because the nurse/assistant that was messing around int he equipment in the original visit overwrote the Dr's notes in the system and so they ordered the wrong Rx anyway. So, they gave me a new trial pair and said they would call me with the daily wear with the correct Rx arrive. It is now two months later. I have never received a call. I have called them three times now and not one single person can tell me where the order is or if it was even placed. They just keep transferring me back and forth between optical and the Dr's office and that's only when they might answer the phone. In my now fourth attempt I tried three different departments just to get ANYONE on the line and it hold for about 5 min and sends you to VM. So, I two months later and I am forced to wear the trail pair that should have only lasted two weeks. They do not answer the phone so that I can even get my Rx and go someplace else. AVOID THIS PLACE AT ALL COSTS!

I was greeted immediately with care and compassion. The staff instructed me after checking in at the front desk to take a seat and someone will be with me momentarily. Soon after ten minutes I was escorted to a small room for pre-examination. I completed a questionnaire, then Eye examination. Next, I was re-examined by another nurse to cooperate their findings. Then, the Physician entered the room to review the findings and informed me of the procedures to correct my eye examination and reassured me that he will do everything to help me with my vision. I felt very confident and comfortable with Dr. John Beneke MD.

The Assistant at the front desk was very professional. It took a short time after my arrival on time to see be placed in the examination room. I was impressed by the Medical Assistant who cleaned the device in my presence that was needed for one of my examination in my presence before my examination. Shortly after I was seen by the Doctor who did a thorough examination of my eyes and then told me what was his findings. I was completely satisfied.

This place is a rip-off. I cancelled my appointment 48 hours in advance, yet they still insisted on charging a $25 cancellation fee. They never answer the phone and all calls go straight to voicemail. Despite giving more than enough notice, they refused to waive the fee or offer any flexibility. Very disappointing customer service.

I feel it's important to share my experience regarding Yamileth Mercado, the Surgical Coordinator. In my interactions with her, I found her demeanor to be unprofessional and lacking the patience and compassion that is especially important in a medical setting -- particularly when many patients are elderly. During my most recent appointment, the atmosphere felt tense and uncomfortable. After I previously voiced a concern about an earlier interaction, her behavior during this visit came across as defensive and combative. I was told that my attitude was inappropriate, despite simply trying to communicate my concerns. I asked her three times to call in a supervisor, each time she declined. I have never been so embarrassed, my grandmother said " my lord this isn't right". Patients deserve to feel respected, heard, and treated with professionalism at all times. I hope this feedback is taken seriously so that future patients have a more positive experience. I will be submitting a formal complaint.

Service/surgeon is competent, but this is definitely a for-profit factory. I'm currently at a 1-day post surgery follow up appointment and have waited half an hour so far ... I've not even been checked in yet. This is insane. I should be resting. Not surprising though, it's been like this at every appointment so far... o chose them because they take my insurance, so I'm stuck with this poor service. Very disappointed they over schedule so badly and put profit over patients. it wasn't just me, there were lots of elderly patients with very long wait times in the waiting room. I felt really bad for them.

Magruder seems to be growing and expanding every treatment room. Doctors are very welcoming and explain medical issues very well. And very caring! Admin team are professional and show their concern for your needs. Thank you so much for taking your time and your professionalism. Kudos to all! Daisy