Flaum Eye Institute URMC

I had an appointment at 3:10. I arrived at 3:05. At check in, I told the receptionist, Debra, that I had to leave by 4:45 at the latest. I asked if the doctors were on time, she said she'd check, but never did. I told her that I needed a woman in the room with me since the doctor was a man. As a victim of a sexual predator, I insist on this when having to be in a closed room with a man. I was not called into the room until 3:30. The tech told me they were short staffed. I asked her if the receptionists knew, and she said they did and that she didn't know why they thought it should be a secret that the doctors were behind. I reiterated that I needed another woman in the room when the male doctor was in the room. The tech said it was not in the notes from reception, so Debra did not communicate my stated needs to the appropriate people. The tech did all of the tests. The doctor, Dr. SOOD, came in much later. He said he was told I didn't want my eyes dilated. I told him I never said that. I asked if he could do it and have me out by 4:45. He said he could not. My eyes were not dilated and checked. All the doctor did was check the accuracy of my prescription. He was extremely difficult to understand and spoke very rapidly. For a yearly check up, this was terrible. I don't think leaving an hour and 40 minutes for an appointment was unrealistic. This happened the last time I was at Flaum. Debra, the receptionist, was rude and unprofessional. She didn't not take my needs seriously and did not follow through on giving me the information I requested. If I was told the appointments were behind, instead of being lied to, I would have rescheduled the appointment, so I could get the eye care I deserved and was paying for. On the positive side, Theresa, the site manager who came in to be with me while the doctor was in the room, was fantastic. She was warm and pleasant. She chatted with me and helped but my mind at ease. Flaum, you need to do better. I'll be looking for another eye care provider.

Waiting time for appointment was over 1 hour!! Asked reception what is going on and she said let me go check. Came back and said we're next and that they are short staffed. Same excuse, same stories.

I ask 3 different times yesterday if the drops given would be an issue due to the fact that I drove myself to the appointment. They told me that I would be ok as long as I had sunglasses. This was a blatant lie. I could have gotten into a serious accident driving home because even with my sunglasses it was so bright I felt like I was looking directly into the sun. Although I only live 15 minutes away I had to take every side street with trees to reduce the glare & kept 1 hand over my eyes for shade so I could get home. By the time I got home I had such a headache I passed out for 3 hours afterwards. I told the Doctor even during testing that the examination light was causing problems and pain. All they were concerned about was getting out by 5. The only pro was that the staff was kind. (Why they got a 2*) But, unfortunately, their medical advice was completely wrong.

It absolutely breaks my heart to leave this negative review. I have been a patient of Dr. Ryan's for 23 years. I adore him. He's a very good optometrist. Unfortunately when he partnered with UR his patients were assigned to a system that doesn't know them or care about them. I have a serious problem that I need my eye doctor of OVER 20 YEARS to address and he can't see me for 3 weeks. I was offered the chance to see some stranger at UR Urgent eye care, as long as I schedule the appointment the same day I call. What a scam! UR takes over practices then opens urgent care facilities to pick up the slack and cash in. I will be looking for a new optometrist that is not affiliated with a for profit not-for-profit.

The doctors and nurses are excellent, but I have problems with their staff. I have a billing issue that I need help with that the billing office couldn't fix. I contacted the doctor's office to explain my situation and then they hung up on me. So I called back and explained I was speaking to someone else about my issue, but they would let me talk to anyone else. They wouldn't transfer me to someone who can help and just rushed through the conversation. They took my info then hung up the phone when I was in the middle of taking to them. Absolutely rude.

The Brighton location is unprofessional and disrespectful. I had an appt today at 315pm, I came early and was never seen. The office staff and tech failed to inform me that the doctor was running behind, not 10 min behind but over an hour. i was reassured I would be seen soon, didnt happen so i left with my eyes dilated and not evaluated.I could not stay any longer due to time constraints and needing to pick my grand child up from daycare. The lack of courtesy, respect and inconsideration for my time was written off as nothing. I dislike this location because they are always behind and you tend to waste your priceless time waiting on someone who clearly does not value your time. Hence why I initially scheduled my appt at the Crittenden location.

I had a great experience coming here! I was seen by Dr. Lee who was very kind, helpful and reassuring. All the staff here were welcoming and friendly as well. And I appreciate that there was an "all genders restroom" at this place, making it an inclusive place for all.

I haven't been there yet but I can tell you just making that phone call for my 2 year old was a perfect start to my morning.Damaris was so kind,funny,precise and made you feel that you were not just another customer. She deserves the best and I hope on my baby's appointment day I can meet this beautiful soul. Thank you Damaris for your best customer service you gave and I'm sure there's more to come