Mercyhealth Vision Center-Mall

Extremely disappointed with this facility! I scheduled a routine eye exam to renew my contact lenses prescription. At the appointment I happened to mention that I had some tearing in one a few months earlier. That simple comment was apparently enough for them to call the visit a "medical procedure". They did no other tests beyond the standard eye exam process (which I have had many times over the years so I know what is involved). They ended up billing it incorrectly as a medical procedure which meant our eye insurance company will not cover it. They refused to correct the error even after multiple discussions with customer service. That means I have to pay $390 for something that should have been covered as routine. I feel completely scammed and it is obvious they don't care about patients but rather just care about billing out as much as possible. Must have some billing quotas to meet. While I have had good experiences with Mercy overall you should definitely avoid this location!!

I had an appointment booked alongside my mom and when we walked in we were told we would be all taken care of and to have a seat. So they came in and took my mom back to do her appointment and didn't say anything to me, so I waited. Then an hour later once my mom was all wrapped up she was ready to leave and asked if I was done but said I was still waiting. We then went to the desk and asked about my appointment and they said they didn't have me registered in for my appointment and instead put me as a no show. The entire time I sat there and waited not once did anyone say anything to me to check if I had an appointment or was waiting. This was a very frustrating experience and to me, after having gone here for years, was frustrating enough to give a poor review. All I can say is be proactive and make sure to remind them and tell them to stay on top of things if you have any appointments here, they might just forget or assume otherwise.

I usually don't write these kind of reviews but this was ridiculous. I waited 20 minutes to pick up my glasses and when I saw all of them gossiping at the reception desk I went up there and nicely asked to get my glasses. Only for the receptionist to say "oops I forgot to write your name down". Extremely unprofessional and a little upsetting if I'm being honest. And they didn't fit my glasses before we ordered them(which they used to do)so even though I tried them on in the clinic I didn't realize they fit weird until I started doing my normal day to day activities. This place used to run so good I've been going here since I was younger but in the past couple of years they started going downhill. Starting with staff being rude and now even the eye doctor brushes me off. I had a medical concern with my eyes that my actual doctor told me to get checked out and all the eye doctor said was "it happens sometimes." Completely ridiculous. I really hope they improve how they operate as a system and get back to how they used to be.

This was by far the worst eye experience I've ever encountered. The employee was severely lacking in customer service skills, politeness, and courtesy. She first tried to avoid helping us all together; she recommended that we go to a different location without even an attempt to show us the brand I requested (which they did have in store). She treated me as though I were ridiculous in trying to find glasses in a color and style that would complement my child, implying that since my child was young, it didn't matter and shouldn't concern me. I highly recommend going ANYWHERE else. Even after filing a complaint with Mercy customer relations, I was told I would be contacted by the vision center management. They never called. So, apparently having rude employees is of no concern to the management, which is even more disappointing. I have been a patient of Mercy for several years and have never had an experience anything like this. But this location provided a shockingly low level of service and respect. Mercy in general has always seemed to have a deep interest in providing great care and service to their patients, at least in my experience. But this vision center in the Mercy Health Mall is so far below the typical Mercy standards that I do not understand how they are affiliated with the same company. **Update** After not hearing from management for nearly a week, I decided to follow-up. The managers actually work at Mercy Clinic East, and they were never told of my complaint. I spoke to both of them; they could not have been kinder, and I felt as though I was heard and that my situation would be correctly handled. I was offered to have my baby's glasses sent to Mercy East, which I gladly accepted. When I picked them up, the employee could not have been kinder or more helpful. I very much appreciate how they treated my baby, myself, and my 3 yr old todder who had to tag along. My girls were both treated as though they were the most important people in the world. I could not have been more pleased. If you need glasses, go to Mercy East!!

First problem. The lady at the front was rude and instead of helping ate a doughnut. Proceeded to argue with me and I walked out. Second problem. Had an appointment at 2 pm. I sat in the room for 45 min until someone finally came in. If you need help. For your own sanity. Go elsewhere. This place is a joke

Dr Dumphy is very patient, listens tentatively and addresses my issues knowledgeably, Karen being the first point of communication is kind, friendly and nothing is too much trouble. So grateful to have them as my vision team.

If you were wondering whether or not to go to this location based on the previous reviews, dont bother because I just called and the phone rang for 6 full minutes with no answer. It must be run by donut lady

Everyone was very polite and kind and answered all my questions so i could understand plus Dr.Sheetz is amazing