eyecarecenter

!!STOP!!!!WARNIN!! "I feel it is necessary to warn others about my experience at this Burke Mill location. It feels like the priority here is profit over patient well-being. Despite my 27-year history with this provider at their Peters Creek location, the service I received at this Burke Mill office was unprofessional, unethical, and intentionally obstructive. The process was a month-long run-around. I would receive notifications that my glasses were ready, only to be told by the store to 'ignore the notifications' and wait for their personal call. When I did pick them up, the receipt I was given listed 'two prescription lenses,' even though the doctor's order was for one prescription lens and one balancer. When I asked about this discrepancy, the manager claimed ignorance. Even worse, the manager tried to use intimidation and misinformation to control my choices. She falsely claimed that I was legally required to have my eye exam done at their office to purchase glasses there, when in fact, patients have the right to have their exams performed by their own primary doctor and bring that prescription to any retailer they choose. When the bifocals were clearly wrong, they dismissed my concerns by telling me it would take '14 days to adjust'--a clear tactic to avoid admitting the prescription was incorrect. They also manipulated my insurance benefits to pressure me into unnecessary costs, incorrectly claiming my insurance didn't cover lenses just to force a $100 deductible out of me. After a month of excuses, the manager's final response was an ultimatum: either accept the incorrect glasses or take a refund, with absolutely no interest in fixing the actual problem. I ultimately had to visit two different locations just to finally get ahold of a district manager who would actually listen. That district manager was the complete opposite--very professional and understanding. If you have an issue at this office, don't let them silence you--go to another location and demand to speak with a district manager. They are more interested in protecting their own ego and profit than your health, so please be very careful."

The entire experience was top notch from the receptionist to the agent that checked me out. The intake lady really knows her job and she was very personable. The doctor was stellar. Her recommendations were the best that I received in the last month. I've already told my daughter to schedule an appointment.

This place is very hard to get on the phone, and they don't follow up when messages are left. It took me 4 days of multiple calls and 2 unanswered messages to get an actual person to speak to, to ask if my glasses were in because I had not had a call back as I was told I'd get. The desk person was incredibly friendly at my visit, but the desk person who answered the phone in the past as well as today was short with me and rude. It costs nothing to be polite. My glasses were made incorrectly at the lab and the tech was helpful about getting that sorted out and sent back. That was last month and I'm still waiting for new glasses several weeks later. The doc was great and the person who helped me out with buying glasses was very good too. This location is fairly new and I think that's the problem. They're always short staffed and some staff apparently doesn't know how to be helpful or polite. The Stratford Rd location is miles ahead and provides decent, polite customer service, but they don't don't have good availability to see an actual doc for an exam. I can't do a virtual visit there due to my eye condition. Burke Mill does have lots of doc availability and other good points, but really needs to step up their customer service game with callers. I don't need over-the-top friendly service...but timely follow up to messages left and polite answers to questions should be provided to patients at minimum. I don't want to go through this sort of hassle at my next year's eye exam.

Dr. Luu was terrific. Her exam was thorough and she gave solid advice on diabetic care and my eyes. Where the whole thing went off the rails for me was the attitude of the front desk staff and the back and forth conversations between staff. I felt like I was interrupting them. I ended up buying my glasses elsewhere.

I received FANTASTIC care from Dr. Luu and Dynasty! The entire staff were so warm and welcoming. They engaged with me throughout my entire visit with pleasant conversation and problem resolution!

Evelyn Z. Was amazing sweet and helpful, enjoyed working with her and she helped me use my benefits to maximize my savings for my safety glasses and my personal glasses. I was able to save a lot and use my insurance and my FSA to help me get them.... she was awesome. I appreciated her.

This was my first time at this location and I was really impressed! From the check in process to the exam and picking out my frames. About a month after my initial appointment, I had questions about my new prescription, thankfully they were able to get me in pretty quick and resolved the issue. Everyone has been so nice and helpful, the receptionist, Dr. Linda Luu, and the opticians. Happy to have found this office for my eye care!

The optical shop was great. DR Luu however was rushing to flip the chair. Not listening and not communicating. The prescription was not accurate. If you have simple corrections, probably ok. Sr or complex vision issues, go somewhere else.