Berlin Family Eye Care

Excellent service. 10/10 would recommend them to anyone.

I would not recommend this place to anyone. My husband had a fantastic first experience with this office and I was also looking for a new eye care office so I made an appointment for myself. I had my eye exam in June and the appointment itself was great - staff was friendly, the doctor was fantastic, and I was in and out pretty quickly. When I called a few weeks later to ask for information about ordering contacts, I was told that they would need to check my insurance policy and get back to me about how much would be covered and what the out-of-pocket cost would be. I asked for a call back before they ordered any contacts, and they stated that they would call me back to let me know about coverage, etc. before any orders were placed. The next phone call I got from the office was someone letting me know my contacts were ready to pick up. When I asked why the order was placed without my knowledge, I was told "we can have a manager talk to you about that" but I never received a call from a manager. When I went to pick up the contacts, I was only given a 6-month supply. I asked again why they ordered a 6-month supply and I didn't get a call to confirm what to order before the order was placed, and they could not give me an answer. Front desk staff assured me that there was still a balance on my insurance allowance so I could just order more when I run out. I called back last week with the intention of ordering more contacts before my 6-month supply runs out, and the office informed me that 2 boxes of contacts would cost me $150 out of pocket. I asked what happened to the "leftover allowance" they had insisted was available from my insurance, and was then told that the entire allowance was used to cover the 6-month supply that was ordered in July. Again, I asked why the order was placed without my permission since I never got the call about how much my insurance would cover, and the person I was speaking to said, "hold on, I'm going to have you talk to someone." "Someone" identified themselves as a manager, but would not tell me her name. She told me that they had several new employees this summer and that she can not be responsible for their lack of training or knowledge about insurance, or for any of the incorrect information they gave me. She said "it's already done so there's nothing we can do. What else do you want?" Had I received the call about insurance coverage/pricing for contacts before an order was placed, I would not have chosen to order contacts through this office due to their pricing for my brand of contacts. The price was significantly higher than anywhere I'd ever ordered them before, and I have had no issue in the last 8 years having the exact same insurance covering a year's supply of the exact same contacts. They also told me my brand no longer offers a rebate when you purchase a year's supply of contacts, which I found out afterward was not true. When I tried to explain that I did not authorize the order for contacts, nor would I have chosen to order from them after finding out the price, she continued to blame the new staff but would not take responsibility for their alleged lack of training, and offered no solution or even any interest in correcting this situation. Since no one I spoke with on the phone would identify themselves by name, it is nearly impossible to hold anyone accountable for what I was told and the way this issue was handled. There is absolutely no customer service or willingness to correct the problem that they created, which I find incredibly disappointing especially after my husband had such a great experience at his first visit.

Communication is not their strongsuit. Less than stellar

First class service!!

Always excellent service at Berlin Family Eye Care

Highly recommended!

The Best