Advanced Vision Institute — Attraction in Paradise

On March 15th 2019 I went to Advanced Vision Institute on Eastern with my fiance for an eye exam I had scheduled just a day or two before. We arrived early and went into the office expecting to fill out paperwork as it was my first time there as a patient. My fiance had an appointment there in 2017.

The lady at the front desk was friendly and professional, took my information. That's when things became odd. She then informs me that there's a $39 MANDITORY eye imaging test that isn't covered by my insurance. I said no because I wasn't informed of this when I called to schedule the appointment. She then says, okay how about I charge you $20 for it, and again I say no. She then says, okay, but we will need to dilate your pupils. I also refuse that because of past experience with it causing crippling headaches. After the doctor sees me (he was helpful, and pleasant), I go to look at frames and couldn't find anything that I like. They ask me to come back the following week to look at new frames. I ask them to give me a copy of my new prescription, and we leave. The next day I call them and ask them for one piece of info that was miising from my script. The P.D. (pupillary distance) was missing, and it's needed to order glasses. When I call them and ask for it, they tell me that they always charge $20 for that information. I asked them why, and they hung up on me. When I called back, the lady again says that's how we've always done things.

On March 21st 2019 my fiance had an appointment there as well, so I went along wanting to confront them with important information I had learned about them trying to charge for prescription info. We arrive at the office, and again, the lady behind the desk tells us about the $39 MANDITORY eye imaging test that isn't covered by our insurance. My fiance refused, and they said well we will dilate your pupils this time then, (but they never did).

I informed them that I found information from the Federal Trade Commission

(You can’t require patients to pay an extra fee, or buy eyeglasses or contact lenses in exchange for the prescription. You also can’t require a patient to make a purchase from you in order to get an eye exam).

I also told them that if they continued to ask for a fee in exchange for prescriptions, I would file a complaint with the FTC, the Nevada Board of Nevada Board of Optometry, and even the insurance company. It was then, and only then did another lady come in, and say “We will give you that measurement information today free of charge”. As if she was doing me a favor.

My concerns are, how long have they been telling people that there's a mandatory $39 test that isn't covered by insurance. Because we saw a total of 7 or 8 people come into the office between both visits we had, and every one of them was told the same thing we were, that their insurance didn't cover it, which I find odd to say the least. Secondly, how many people have paid their $20 fee for a piece of information they are supposed to provide when it's requested either in person or most likely after because, I would guess that most people are like me, I didn't know what a P.D. Number was until I needed it to order glasses online, or purchase them elsewhere, and then they were stuck when they called to get it until they paid the fee, which they aren't allowed to charge.

I feel as if they are taking advantage of people, and I won't allow them to do that to us. I wanted to make sure that others knew, what I didn't until now, to prevent this from happening again. Their billing practices are questionable, they try to get you to pay for things they never told you about, they charge for info they have to provide upon request. I most certainly won't return to this...

I purchased 2 very highend pairs of glasses in June, paid cash, no insurance. First off they didn't call to tell me the glasses were ready. After 3 weeks I called and they told me to come by. Once I got there I was told the case was in Summerlin. They said they would contact me when they had it and I could come pick up the case. They never called. Now the glasses have fallen apart. I called and left a voicemail. They never returned my call. So my husband called them 3 more times over the next week. FINALLY someone answered and told him that "Dave" is who handles broken glasses that he would be in later that day and call us. He never called... The next day we got a phone call where the caller said Dave would be in today and tomorrow (Wednesday) . For us to come by then. So I made time in my schedule to stop by the next day. And at 2pm on a Wednesday the entire building was boarded up and noone around. They reassured us that these glasses were covered under warranties and everything is covered. The Kate Spade sunglasses broke only 1 month later (screw fell out, ear piece fell off). This business is extremely unreliable and unorganized.

Edit: LENSCRAFTERS TO THE RESCUE! Drove back again today, for the 3rd time, stood there for 5 minutes without anyone acknowledging me. I finally asked for help and was told that the optical retailer was separate than the doctor area and no one was there to help me with my broken glasses. It was after 11:00AM! I explained the situation and that I have been there 3x now and the glasses still aren't fixed (just a missing screw). I was told that Dave would be there this afternoon - no specific time. I told her that I can not keep leaving work to drive there and that he won't return my calls to set an appointment. She told me that she can't help me and I had to come back when he was there. She assured me that Dave would call me this afternoon. It is now 1:15 and no one has called me. They could have at least given me a screw! Come on! I called LensCrafters and asked if they could replace the screw in my glasses EVEN THOUGH I PURCHASED THEM SOMEWHERE ELSE. They said yes, no charge, come on in. Are you serious? This place is a...

Hands down the best Optometrist I've ever met. If you want to speak to an expert about contact lenses, Dr. Brooker is the person to see hands down. All my life I stood away from contact because I have too much discomfort from dry eyes and before I know it my eyes veins are popping and eyes are bloodshot red. So I purchased glasses to avoid that but I decided to try out Advanced Vision because I live 2 minutes away and man I am impressed. On my first visit, Dr. Brooker took his time to know me and my needs for vision care thoroughly. I explained to him how much contacts bother me so he checked everything that was happening to my eyes and determined a solution. For years I refused to wear contacts and for over 15 years I was skeptical that anything could ever fix my eye dryness and irritation but I decided to give the treatment a shot this year and WOW my mind is blown. At first I felt like something was still wrong when using my trial lenses but when I used the 2 different treatments as prescribed my eyes began feel as if no contacts had ever been placed in my eyes. ALL redness or swollen reactions are gone now. I see clearer with my contacts than any glasses I've ever had and even forget I have them on some days. I was lucky enough to have qualified for an additional treatment that allow my eyes to stay lubricated more often via my own natural tears. I do feel like my eyes are more watery but it is great for this Vegas heat that dries everything it touches. Bottom line is that Dr.Brooker and staff are hands down the best place to invest in your eye care. I like to say you get what you pay for. Since my experience I have brought my wife and 2 children here for contact care and are all very happy with our results. Thank you for all your hard work...