Virginia Eye Institute - Puddledock Medical Center

I usually go to America's Best for my eye care since I was tired of the pressuring sales tactics at bigger groups. I wanted to try VEI again since the location was convenient. My appointment for an updated prescription/contact lens fitting today took 2 hours. They were running an hour behind and once I finished my exam, I was offered a new contact lens brand. I assertively declined, as my current lenses have worked perfectly for almost 10 years. They insisted I try the new ones and all but refused to write the contact prescription for my preferred brand. I felt so dismissed and unheard. I also feel as though my prescription may be incorrect. I will not be returning to this office or another big eye care group again!!!

First time at this establishment and I knew when I walked in by the large disorganized crowd at the front desk I was in for a long stay. Standing in line behind several other people while I was pressed against the front door waiting to reach the front desk to sign in for my 930am appointment I was never greeted. Finally I made it to the front of the line and I was only able to sign the clip board because everyone behind the desk was to busy to talk to the patients. There were at least 4 people behind the desk 6 if you count the 2 people having a conversation behind the Christmas decor. Why not assign 1 person to help sign patients in as they arrived? Why was everyone trying to do everything but accomplishing much of nothing? When I made it to the actual front desk, I was completely ignored. No one greeted me or explained what I needed to do since it was my first time there, so I simply signed the clipboard. Waiting just a moment or 2 to speak to staff I eventually went to sit down since several people in the line were impatiently breathing down my neck. After finally getting registered eventually someone called my name. No introduction nothing was explained. Just was told to follow them. I was taken through some locked doors and then my eyes were dilated. Afterwards I was taken back out to waiting area to wait some more. After anther wait my name was called from way down the hallway on the other side. I could barely hear it. I had to loudly say where are you to find the person calling my name. This person took me to another area then scanned my eyes. I was then returned to wait again in a waiting area. Some more time passed and I was returned to the same room I had been taken to at the beginning of appointment . During the eye exam the optometrist was very through and she made sure I understood everything discussed. Then I was given a piece of paper with my eyes dilated & told to walk up to front to the left. I wandered around looking at frames for at least 15 minutes but no one tried to help me. Finally I was told to sit in 2 different spaces. I sat for another 5 minutes each. At that point it was after 11 & my head was hurting so I walked up to the front desk where I was ignored another 5 minutes. Even though the staff could see me standing there no one addressed me. I left with my eyes dilated. No one offered my sunglasses for the glare or anything. I feel no one communicates in that office. Instead of directing people verbally staff should escort the patients to the next correct station since we are not all familiar and communicate with the other staff there to make sure we are not over looked. To the person sitting at the desk across from the front desk you could have helped. Clearly the front desk needed more help. I watched you watch. All that was needed was direction communication and some degree of compassion for those of the patients like me who did not know what exactly to do or where to sit. I was not the only one who was confused or lost the whole time. I heard other elderly patients saying some of the same things I was thinking because no one explained anything. They kept calling out names of patients who never responded because they were just like me sitting in the wrong area therefore you could not hear when your name was called. Never got any new frames nor did anyone ever offer to assist me after the exam. The experience was completely unexpectedly negative and I was very disappointed.

One Dr. and his wife seeing patients and doing injections is ridiculous. Our time is just as valuable as yours. We get to our appointment on time to sit and wait 1-2 hours is absurd. We complain and it doesn't do anything.

Front staff and nurse was nice. Waiting an hour past my time with a child wasn't fun. No acknowledgement they are running behind making me late for another appointment I will be charged for. Will have to walk out soon unfortunately if not seen

I don't understand why it's one doctors that is giving injections and visits patient rooms. They need one for injections and one for the rooms. Just for photos and a shot it's a hour plus visit every time. All you hear is the elderly complaining and it's sad. Chairs aren't comfortable enough to be sitting so long.

On 9/3 around 4:30p we visited the Eye Institute to pick out glasses for my spouse and son. They had an eye exam the week prior, but wanted me to help pick out frames. The receptionist in the back was very nice. Greeted us and said someone would be with us soon. Next is when the whole experience went south. Dejanee Watson the Optician that helped us sat us down to order frames. Not so much of a hi or how you are doing. More of these are the frame you want let me get you the prices and measurements done. The prices she told us seemed higher than normal with our insurance. My spouse asked her if these were basic lenses. She assured him that they were basic with no add ons. We made the payment for both pair. At that time I signed a sales receipt. I asked for a detailed receipt with a breakdown of charges. I was very clear about what I wanted. She stated immediately that they don't give them and the information as stored in the computer. After thinking it over and not being able to get a detailed receipt I asked if we can cancel the order. She said yes, but my manager will have to void it. She walked away and never came back. Next we saw her with her bright pink bag exciting the area and left. The receptionist then told us that the transaction would have to be voided tomorrow because the manager was gone for the day. I told her that would be fine. I told her it was being cancelled because we couldn't get a detailed receipt. That's when Courtney chimed in and said she was going to bring them to me from the back. I told Courtney that she told me that we couldn't get one. Courtney then became verbally combative and saying that wasn't the case. I told her I know what I her Dajanee tell me and my spouse. I told Courtney she was basically calling me a liar. Courtney then gave me the detailed receipt and I asked her to explain the breakdown. We didn't ask for many of the add ons to the glasses. I'm not sure if the Opticians get commission from upselling add ons with frames, but it's obviously what Dejanee was doing. That's what she hurried and left. Why didn't she go over the detailed receipt before having me sign the credit card receipt? Dejanee is a shady employee at this location. Double check your receipts and make sure you aren't paying for something you don't want. It's probably something that all of them are doing, because Courtney was quick to jump in and try and cover for her. I will never set foot in this office again because integrity of the staff. If you do decide to purchase frames double check the detailed receipt and make sure you don't go to Dejanee because she's a shady and unethical individual.

I suffered a eye injury, they got me in quick. Everyone was super nice from walking in to getting services done. Doctor was great and very informative. I will definitely come here if needed in the future. Extremely pleased with the care I received from this medical facility.

It's ridiculous you sit and wait over 1 hour every time for a injection. You late to your appointment they want a late fee but act as our time isn't as valuable.