Dr. Summerlin & Dr. Guerra - Lens Crafters

Been going here for at least 5 years if not more. I don't know what these other reviews are talking about. The office girls are nice enough, Dr. Sumerlin is very nice as well. I haven't had any problems. Now that covid is a thing, you need to wait in line outside the office but everything is clearly marked and they let you in one at a time. There are no appointments anymore, walk in only. My husband and I waited with about 3 or 4 ppl in front of us. My husband went in first at 2pm and I was after. We were finished and out by 2:40. We didn't use insurance so it's $70 for a glasses prescription and $160 for glasses and contacts prescription.

Came in at 3:45pm to see about getting eye exams for two children. I was told that there were 8 people ahead of us and the wait was about two hours. She then asked if I still wanted to see about being seen today. I stated yes I would like them still to be seen. The girl took our information down as well as my phone number to call and then stated to be back in an hour and a half. We went walking around the mall and came back in an hour and fifteen minutes. I checked in and the girl up front stated that they had already called us and would have to wait longer. I was upset and stated we came back in less time than what was stated but yet she is taking people in who just arrived or had just began waiting. The girl stated that we would need to wait but would be next. We did this for another 30 minutes while others went in before us, including a girl who had put her name down earlier in the day, left, and then drove back. She was taken in immediately. I then asked as to how they were determining whom was next and who had to wait longer. The young lady stated that they were taking those who had not left even though they arrived later than those who were purposely told to come back in a certain amount of tome DUE to the wait and amount of people in line. I then asked to speak to a manager and she stated she was the manager. I then asked as to why they hadn't even tried to contact me through phone as I gave my number purposely in case we needed to walk back quicker than what was estimated. I also then asked as to why we were not just told to check back every half hour to see if we had come up on the list yet. She had no answer. I asked why they hadn't tried to call or notify me either and she stated they had no phone to do so, that they would need to use their personal phones. This is incorrect as they have a landline inside that was not being used. A landline that I had actually called before coming to verify that they were open and if they were by appointment or walk in. Again, she had no plausible answer. They have been open long enough during this time of uncertainty to make communication and the flow work better than it is. Being that I work in the medical field, I know that the proper instructions and protocols are greatly lacking here. I ended up having to wait 3 hours rather than one hour due to the staffs mistakes. I have been coming here for eye exams for years but will look elsewhere now. The young ladies also had no sense of urgency and the customer service overall was greatly lacking. We were already willing to walk around and wait to be seen without a problem. Go elsewhere and save yourself the headache as they don't care.

I should have looked at the reviews prior to coming to this doctor's office. The staff does not inform you correctly, they waste your time and do absolutely nothing to correct their mistakes. DO NOT WASTE YOUR TIME WITH THIS DOCTOR'S OFFICE. I have been using contacts for 35 years and this is the worst eye doctor I've been to.

Receptionist are super rude! Not going there again.