Lake Austin Eye — Attraction in Bee Cave

Worse experience at doctors office I ever had in my 55 years of seeing doctors. Was diagnosed with eye condition by optometrist and I knew I had to get a procedure to halt the progression of the disease. I made appt with Dr Cottle. I made sure to go prior to appt and sign release of information so they can request info from optometrist before my appt. Had appt paid $400. After my visit doctor said will call me when she compares my results with previous tests from optometrist. I waited for phone call a week no call, I called back and was told they have not received results from my doctor. I then waited another week and still no phone call. Office receptionist said we received results and doctor will call you back. Doctor never called. It started to feel like I was begging. I made appt with doctor in San Antonio and saw him. Never heard from Dr. Cottle. Very uncaring and callous attitude from the doctor if you ask me. In June received explanation of benefits from insurance and I was owed $100. They received same letter in April and according to law in TX doctor should refund within 30 days. Pretty sure if I did not ask I would never hear from them. I called and was told I needed to speak with OFFICE MANAGER about refunds and she will call back. No one called. Then I was told my $56 will be waiting for me in the office. I then called back billing to ask why it was not $100 and was told again OFFICE MANAGER will explain. I asked her you cannot look in my account and tell me as I was starting to lose patience. She said no office manager deals with that. Apparently this petty office makes you deal with imaginary office manager when you ask for your money back. It gets better, when I asked to mail the check since I was living in San Antonio she emailed a letter that I would need to sign and send back that I am responsible if check gets lost in mail. Pretty crazy stuff. I said I will be in Austin and will pick up check. When I went to pick up check I had to sign paper that it was payment in full. Pretty sure they owe me $40 since that is what explanation of benefits said but I realize they need it more then I do. Be careful giving money as you will have hard time getting it back. Did not like how I was treated by...

I would like to first of all start with a thank you to the entire team here and specially Dr Cottle and Brittany. I was referred to them for lasik surgery by Dr. Blackwelder at Vibe Optometry on Brodie Ln. I have been a regular patient there and trust Dr. Blackwelder and her team and boy did it pay off again. Not only is this place the absolute best at what they do, they give a personal touch to it by being extra kind and forming a relationship for each procedure that they perform. Brittany saw me the first time I went here and was extremely kind and patient in answering all my questions. She has stellar knowledge on the subject of lasik and knows exactly what kind of questions patients have which also shows her experience. She was extremely thorough in following up with me pre and post surgery and making sure I was taking my eye drops properly and answered any questions I had. The fact that they call you makes you feel really special and makes them really approachable. Apart from this, the logistics of the appointments and scheduling were a breeze. I just had to follow my medications and show up for the appointments. The best part is they also took care of coordination with Dr. Blackwelder with whom I had my pre and post op and only the surgery was done at this location. Since both my parents are surgeons and practicing doctors, during surgery, I could tell Dr. Cottle is extremely experienced with the way she was handling equipment and knew about the side effects if treating heavy astigmatism. This is probably my longest review and may not be worth it for readers but it’s really heartfelt and I hope Lake Austin Eye team does get to read it and know that they are doing amazing work. For readers, all I can say is that this is the place for any of your eye needs and I would have given this place more stars if google allowed me to. I have my full trust in them and know that they are the best of the best. My lasik experience has been the smoothest medical experience of my life and I can see 20/20 without any assistance of glasses/lenses. I feel the overall experience they gave me was 1000x better than just the result of the surgery itself and thats why I will recommend this a...

This is the worst customer service experience I’ve ever encountered.

I paid $3000 on December 2, 2019, my insurance later paid for the procedure. Today is Jun 9, 2020 and I’m still waiting Lake Austin Eye (LAE) to reimburse me. It’s important to note that LAE’s errors have made it impossible for me to afford a critical procedure in my other eye. They know the seriousness of my condition and they’ve shown little concern for me.

Here’s the short version of my long, well-documented nightmare with LAE.

LAE made errors on the claim that they sent to my insurance, but Mayra insisted that my insurance company was the cause of the delay. I called LAE for status countless times over 3 months and they didn’t return a single call until I filed a complaint with my insurance company. When LAE finally called, Mayra left me a voicemail saying she spent “literally hours on the phone with (my) insurance company” trying to resolve the matter. She also said they submitted appeals to my insurance company. I called my insurance company the next day.

The representative at my insurance company found the problem in 5 minutes, she then called LAE to explain they did wrong. The rep also said that LAE contacted my insurance ONE TIME and NO APPEALS were ever filed. LAE submitted a corrected claim a few days later, and my insurance company immediately approved it. They sent reimbursement to LAE on Feb 26 2020…I haven’t received a penny.

I sent detailed records of every interaction with LAE to the owners. Shortly afterwards, on April 10, Mayra called to tell me that they sent a check on April 5. Instead of apologizing, she insisted that they called me repeatedly. When I asked “When did you call? Who called me?” she said, “I’m not going to argue with you.” Our conversation was limited to her talking at me while refusing to answer questions. In made the entire debacle worse.

When our court system emerges from the COVID crisis, I’ll have to pursue reimbursement in small claims court. I can’t believe it...