VisionFirst - Middletown

Excellent staff, great store! I'd gone here to simply get fitted for a new pair of glasses (had the exam elsewhere). The selection here is a bit overwhelming but with the expertise and assistance from Ace Optician JoAnn Hurle she quickly chose the perfect match for me. JoAnn has a gift for this and I highly recommend her to help choose the best match for you. This is a roomy, quiet store. Locating it from the road can be a challenge the first time. No handicap parking spaces close by.

I have visited this location in the past, but unfortunately, I will not be returning after my recent experience. I spoke with Greg regarding my request to speak directly with an optometrist about my child's record. My child had previously been seen at a specialized vision center, and I had questions before proceeding with services here. However, I was told the only method of communication available was via email. I value offices that provide excellent customer service, where direct communication with an optometrist is possible by phone. I did not feel comfortable sharing my child's personal information over email. This approach was not accommodating and did not meet my expectations for patient care. By contrast, my previous visit to the Highview location was exceptional. The staff there spoke with me directly, offered clear recommendations, and made me feel confident about the next steps. Unfortunately, my recent interaction at this location fell short of that standard. I would not recommend this location, and I would not want anyone else to be treated the way I was today.

I had been using this office, specifically Dr. Rabaut, for my annual vision exam for over 10 years. They have been great up until my most recent exam in November of 2023. They used the Optos and charged me for it even though the doctor didn't look at the images. Also, the doctor wrote me a prescription and scheduled a follow up exam. I found out my insurance requires a prior authorization be filled out before they will cover eye drops. I called VisionFirst to explain this and the woman I spoke with said she would take care of it. Two weeks went by and my insurance still had no record of a prior authorization being filled out. I called the office and told them I was still waiting on a PA to get the eye drops and the woman said she would take care of it that day. Spoke with my insurance and they received the PA but said the prescription would have to be re-submitted. I spoke with VisionFirst and was told the eye drops would cost in upwards of $1500. The woman told me she would speak with Dr. Rabaut to see if she had an alternative solution and either she or the doctor would call me back the next day. Fast forward to February and I still have yet to receive a phone call and the prescription was never re-submitted. I called to cancel the follow up exam which was scheduled for 2/10 and I was told they didn't have any record of my appointment (pics attached of schedule card. I won't be back.

I've been going to the Middletown location for years. I like the dr & staff but I've been waiting over 3 weeks for my new glasses & that wait time is a definite deal breaker

I've been with this group through multiple locations and multiple doctors since the age of 3. They have always been kind and caring. Personally I have some eye issues but I've never felt like I'm in incapable hands.

If I could give this place negative stars, I would. I have never been treated with such poor customer service. I came in with an odd request. I had broken my glasses earlier today and was seeing if they would be able to pop the lenses into a different pair. The male receptionist and the bald man that was there to "help people" were two of the rudest people I've met. The sales associate laughed and said, "Oh, this would take hours to find a frame that would fit." Didn't offer to look or anything. Just basically laughed me out the door. Will definitely never come here or recommend it to people. They need to find a new job if that is how they are going to treat people. I went across the street to Visionworks and was welcomed and helped immediately! Gabby was amazing and found me new frames within 10 minutes. I will be coming to that Visionworks in the future to get any new frames. I really appreciated her taking the time and at least making the effort to finding frames that fit my lenses. It's right across the street from VisionFirst, the place I am reviewing here. Don't waste your money at VisionFirst. It was a horrible experience.

I love Dr Kristen. Her bedside manner and whole person approach to eye care is phenomenal. Definitely the best in her field! Also the staff is always friendly and helpful when screening prior to your appointment and when selecting glasses. Just love this place. Just love their customer service and approach to care!

I almost didn't want to post this in fear of VisionFirst getting new customers, but it would have been a disservice to the wonderful staff at visionfirst. I always have dreaded going to the eye doctor solely because for whatever reason they are the worst ran offices ever. You check in wait 30 mins, someone calls you back and you do the air puff test then you wait in another waiting room for 30 minutes then the doctor comes in and gets your prescription then you wait another 30 minutes for the contact person to fit you. Never a fun experience and makes you wonder if they are pushing you to your waiting limits. How long will this guy wait until he can see again?? Well when I stepped into VisionFirst my prayers were answered. My appointment was at 11, I got there a little early. I filled my paperwork out and they said the dreaded, " please go take a seat and we'll call you when you are ready." I'm thinking here we go. I was sitting for less than a minute and bam I hear "Alex?" I look around is there another Alex it's a common name, nope it was me! It's maybe 10:55 at this point. She takes me back does air puff test and some other things and immediately takes me to a room, no additional waiting room like the competitors. I'm in there for maybe 30seconds and I hear the knock on the door, it's the doc. We get my prescription taken care of and although it was quick it did not feel rushed. He was very thorough. I then was immediately sent to a lady to order contacts and check out. My appointment was at 11 and I was out at 11:10. By far the best experience I have ever had at the eye doctor and I will recommend them to anyone!!! VisionFirst never change, you are a godsend.