Lorraine Stewart
American Vision Center is by far the worst experience I have ever had with a professional medical office. If I could give no stars, I would. In the middle of February, I submitted a prescription for eyeglasses. On March 6, I called to find out when they would be ready. I was told, that glasses paid for by insurance would take 4 weeks. I checked with my insurance company, and discovered that the claim was only submitted on March 6, when I called to follow up, approximately three weeks after I first brought in the prescription! In early April (4 weeks after March 6) I asked my insurance to contact American Vision Center, and the insurance agent was told that the person responsible for checking on my glasses was not in. I called them last week and was told that the manager, Vanessa, would call me the next day. She did not, and when I called, I was told that she had left because she had an emergency. I called the next day, and my call went straight to voice mail, as did every subsequent call that I made, and this is at a time when they were open. I asked my insurance company to call them, because I wanted the order cancelled. After a long time on hold they hung up on the agent! On April 15th, (this is now two months after I first submitted my prescription) I went into the office. I was told that the order could not be cancelled, and they were now re-ordering the glasses, and they would be delivered in 7-10 days. This is what they also told the insurance company, when agents finally spoke to someone from the office on April 16th. Apparently, up until April 15th, American Vision Center had done absolutely nothing about filling my prescription, all the while refusing to speak to me or the insurance company. This effectively means that I might finally receive my glasses, two and a half months after giving them my prescription. And their response to this delay has been to lie, avoid my calls, blow off the insurance agents, and ignore my distress, and the fact that I need my glasses for the benefit of my eyes. They refused to cancel the order, and refused to respond to my requests for help in the matter, leaving me without glasses, and without any resolution whatsoever, after they put in a claim for payment with the insurance company. I still don’t know if or when I will receive glasses from them, I will have to wait at least another week to find out. At that point, I will know how to proceed. It appears to me that if you are from the community, you receive adequate service. But if you are from outside the community, as I am, you are met with contempt, cruelty, disrespect and a lack of compassion.