Northwest Eye Surgeons

I have never written a negative review for a business before because I have not been upset enough to take the time to do so. Today I am making an exception. While these folks do competent eye surgery (my wife went there and had excellent results), I have had a horrible experience trying to even get a follow up appointment with them. I did not make my appointment for surgery right away because I wanted to check my calendar, and when I tried to set an appointment by phone, I had a hell of a time getting through to a human being-and when I did, they said they would get back to me about setting an appointment. They never did. Many months later I tried again, and couldn't book an appointment because I am over 49, and according to their website, they don't allow people over 49 to book an appointment on line. So I then tried to call and after being asked if I was over 50, I indicated yes, and it then sent me to the most annoying pitch for a free medical indicator for medical emergencies where it kept repeating that I should press 1 if I want a free monitor, when I finally got past that round of marketing push, they then put me into the next one blathering on about whether or not I was on Medicare, and wanted me to press all manner of buttons if that were the case. After another tedious round of auto questions, it said stay on the line to speak to one of their representatives, which I then did. Unfortunately, after getting a human on the recorded line and suggesting they ought to have a quicker route to talking to a human, so that an appointment can be booked for refractory surgery, the representative then hung up on me. Great. Maybe they don't want to have complaints on their recorded line. I then gave them the benefit of the doubt and called back on another number on their website and got another perpetual hold that was filled with more ads for NW eye surgeons. After about 10 minutes of holding, I gave up and decided to take a look at their competitor to see if I can get an appointment with them. I wasted a half an hour trying to get through to these people. My time is worth more than they value it. I mentioned all this hassle to my wife who did have successful surgery with NW Eye Surgeons, but she too had the same problems I did and told the office manager they need to update their phone system to accommodate patients more easily with less marketing stuff, and she was told over a year ago they were working on that. Clearly they are not and have not. As a one person focus group for this business, I can say that I have given up because they make the entry barrier to their business so high it is not worth the frustration and increased stress associated with trying to give them my business. I get that businesses now days want to decrease costs by making everything automated, but when you dehumanise your business so extensively and treat your customers like digital cattle to make an extra buck, you lose the humans who you make a profit from. From my initial appointment with NWES it was apparent they are a factory that churns people though as quickly as possible. The fact that they get good results for their surgeries is likely why some folks put up with what can feel like an abusive form of treatment trying to even get into them. I however, am not one of them. I still value the human experience and prefer not to be hazed with endless entry barriers to talk to a human, but rather being treat like a customer that they are happy to have coming to them. I will not be returning to these folks.

Let me start by saying that the surgeons and healthcare professionals are great and they were very kind and knowledgeable. This review is about the billing and finance department who still owe us hundreds of dollars 9 months after overcharging us without consulting my husband's insurance on what is covered. In March 2025, my husband had medically-necessary corrective eye surgery with at Northwest Eye Surgeons (Northgate location) in Seattle, WA. When we arrived for his first eye surgery, we were informed that they required full payment for the surgery upfront and they would bill to insurance later. This seemed odd, but not abnormal for elective surgery (even though this wasn't). We paid the amount, which put my husband over his out-of-pocket maximum for the year by about $800. A month passed between his first and second surgery and during that time we confirmed with both his insurance and Northwest Eye Surgeons billing department (both on the same phone call) that we had overpaid by the above amount, were due this money back, and owed nothing at his next visit or any follow-ups. At his next visit, they once again tried to charge us at the desk, but we explained the situation, and, after they confirmed with billing, we owed nothing and were not charged. When we asked to be reimbursed at the desk, they said they can't reimburse when other appointments were on the books, since we might owe something at these appointments (even though we had already met the OOP max, as confirmed by all parties). We said that was fine and left. My husband had his follow-up a month later (his last appointment with them, in May 2025) and again asked to be reimbursed. We were told to contact the billing department. We did, multiple times, before someone could finally confirm that they were mailing us a check and we should expect it within three weeks. That was in June. We never received a check and when we emailed and called back again multiple times (including speaking to a manager) no one could confirm when we would receive our reimbursement, only that we were owed money. This should be an easy resolution on their part but it's really starting to feel like they just don't have the money to reimburse us somehow or they don't want to, even though they've confirmed multiple times that we are owed hundreds of dollars by them. Since it seems like the only way to get a reply in writing from management is through reviews, here I am.

Terrible experience. My recent appt to scan for cataracts and glaucoma and to determine if corrective lens were recommended. Melanie was the assistant who did preliminary work. She was quite kind and informed me of what to expect from each procedure. After a 20 minute wait, Dr Do performed some tests and examination and explained some of the results to me. They said another test was needed. But it could not be completed today. I asked if it was because my eyes had been dilated. Dr. Do said no the person who does that test doesn't work on Tuesdays. I expressed my frustration that I was scheduled for a glaucoma exam and one of the people who performs a glaucoma test doesn't work on the day my appt was scheduled. Dr Do quite rudely responded with"What do you want me to do?" Not in an I'm here to help way but in the you are unreasonable and I am annoyed way. Even though it was more than reasonable for me to be frustrated that I would need to come back for a second appt due to this lack of patient consideration in scheduling. I said you could start by not being rude. At which point, Dr. Do very slowly laid one hand in his lap and placed the other on top, leaned forward and as condescendingly as possible said, "She's not here today." At this point, not wanting to be treated in this manner again, I asked if I could see another dr on my return. Dr. Do said yes, grabbed his clipboard, very curtly said go to the front desk and stormed out of the exam room. By the time I gathered my things and walked out into the hallway, Dr. Do was at the reception desk impatiently waving for me to hurry down the hall. Some of the information Dr. Do had provided was confusing to me and some of my questions went unasked because of his abrupt end to my appt. I did call to ask my questions but there was some guesswork involved in the answers I received because I was not talking to a doctor. Maybe I'm wrong, but I expect more respect, maturity and patient concern from a doctor who involved in my care. Maybe the other doctors in your office are more capable of understanding and caring for patients. However, at this point, I do not feel at all comfortable returning to an environment. where I've experienced such an extreme lack of professionalism and consideration.

I had an excellent experience at Northwest Eye Surgeons and would like to sincerely thank the entire team for their outstanding care. A special shoutout to Kim for going above and beyond with the insurance prior authorization process. She worked tirelessly to get our procedure covered and treated us with so much patience, kindness, and care throughout the process -- truly exceptional service! Dr. Bennit was highly professional, performed the procedure smoothly, and took the time to answer all of our questions thoroughly. We felt very confident and well cared for in his hands. And Dr. Do deserves praise for her detailed initial diagnosis and clear explanation of the recommended surgery. Her thoroughness and communication made a big difference in helping us understand and feel comfortable with the next steps. We are truly grateful to the whole Northwest Eye Surgeons team for their expertise, compassion, and dedication to patient care. Highly recommended!

2 out of 3 of the times I've came here I've waited over 45 minutes to see the doctor. What's the point in having my appointment if I won't see the doctor until an hour after my scheduled time. I understand there's other patients but you would think to fix how yall schedule appointments. Safe to say I won't be coming back.

Super caring, knowledgeable staff. Answered all my questions and I never felt rushed. Dr Banitt's team made me feel comfortable.

Initially I encountered a few scheduling SNAFUs but the schedulers responded and all went smoothly thereafter. Surgery was a breeze with immediate improvement in vision. 3 weeks out, no complications at all. Very pleased.

I've only ever had a positive experiences at NW Eye Surgeons, from treating frequent flare-ups of uveitis to my cataract surgery and all the follow-ups. Dr. Meyer remembers me and is so thorough and genuine in her care and engagement.