Insight EyeCare

The eye Dr. was good, no complaints on that end. However, the person who schedules, orders glasses and deals with insurance is an absolute mess. They dodge phone calls for days and never return calls. When ordering glasses, it took a month for them to finally call us to let us know they were in after being told it would be a week. They were really rude to our insurance people. They don't proactively bill insurance unless you remind them. When dealing with insurance, they sent a bill with a very passive aggressive note on it claiming that they don't need to deal with insurance that it was our "responsibility." Complete incompetence.

I reviewed other comments and so many of them already review significant issues with customer service. I, too, had issues with scheduling, reaching them by phone, "vendor" issues that caused a delay in receiving my glasses, and refusal to follow through on a promised refund. I cannot get in touch with them about my contacts, so I cannot reorder. They will not return my calls or emails, despite numerous attempts.

Doctor Higgins is AWESOME. My kiddo scratched her eyeball, and we needed it checked. We came in on the off chance that we could get checked and not only did DR. Higgins squeeze us in, she really focused on my kid with compassion and kindness. When I came down with a rocking case of conjunctivitis, she ALSO was able to squeeze me in and provided nearly IMMEDIATE relief for my eyeball. She is incredibly kind, efficient, and super knowledgeable. I trust her completely.

Very disappointed. I had been a patient for two years. I waited a month to get an appointment. They informed me AFTER the exam was over that they were no longer accepting my insurance and that I would need to pay for lenses out of pocket and get reimbursed later. I work for the second largest employer in Maine and they decided to stop accepting their insurance. This is something that should have been called out when they scheduled my appointment or at the very least notified me prior to charging me for an appointment.

Before I called Insight EyeCare wanting to make an appointment as a new patient, I checked their website to see if they accepted my insurance. It clearly says that they do accept it. I called to make an appointment and asked if they accepted my insurance, just to double check. The receptionist confirmed that they do take it. I waited 3 weeks for my appointment. The day of my appointment arrived and after filling out all the paper work, they inform me that they actually DO NOT take my insurance. Their denial was after I got 2 forms of validation from their website, and an actual member of their staff confirmed they accepted my insurance on the phone weeks prior to my initial appt. As a patient this is extremely frustrating. They should make sure that their website is up to date and that their staff is aware of what insurance they actually accept. I would recommend you triple and quadruple check that they take your insurance before going there so you don't have to go through all the hassel and frustration that I did.

I liked Dr. Higgins as a doctor and tried to be loyal for years, but ordering contacts was always such a chore in that I constantly had to be proactive about when they were coming in, and there seemed to always be excuses. I finally asked for my records today and I'm going to another practice. If you experience the same, then you are not alone, it's not just you.

If you choose this practice this is what you can expect: 1. Not able to reach a staff person by phone during business hours. 2. Not have phones call returned. (2 calls over 2 weeks=no call back) 3. If you go to office chances are no one will be there due to erratic open, lunch and close times. 4. Repeated 'vendor issues' when ordering contacts. The ones I ordered, 1/7 that were to be here on 1/15 are still not here on 1/23 and you guessed it, it has been like moving mountains to get update on status (See 1, 2 and 3 above). 5. These 'vendor issues' occur with regularity. Went through same thing 3 months ago! 6. A prepay policy that requires you put down cash in advance. In my case close to $600 and not get what you paid for when you were told you would get it. A lot of float to ask a customer to take on. 7. A staff that is hostile to the very patients they are there to serve. Does this sound familiar? I've been a patient there for a long time, but no more. Dr HIggins is a capable clinician, but capable clinicians mind their store and their patients. #stopthechaos #whendoIgetmycontacts #whatissoon?

Paid for my glasses with cash, then they charged my insurance and sent me a bill on top of that. I kept trying to contact them but the manager would not return my calls. Felt like I got robbed here, the cost was 2.5 times as much as agreed upon. Only got it corrected when my insurance stepped in.