UK Advanced Eye Care — Attraction in Lexington

First - Dr. Franklin is awesome. He has a great attitude and he explains things very well. It’s my 6 month old that is his patient and he’s done amazing with him every time I’ve seen him. Because he’s a great doctor is the only reason this office didn’t get 1 star & 1 star would only be because you have to rate it to be able to leave a review. We won’t be back. The first appointment not only did they text a confirmation but they left an automated voicemail as well. When I got there some how there was no appointment scheduled and I had to wait over an hour and 20 minutes - in the main waiting room, a waiting room in the back, and then for longer in the actual exam room. At this time my baby was 2.5 months old. One of the clinicals put drops in to dilate his eyes. She explained as she was doing it that she needed to come back two more times at however many min intervals putting more drops in to complete the process. That was before we were placed in the second waiting room. No one ever showed back up until moving us to the exam room - but even then & after, no more drops. By the time the doctor got in there, only one of my sons pupils were dilated. This office is unfortunately a joke. I gave them the benefit of the doubt thinking maybe it was some how my primary drs fault and they really just didn’t have the appointment. However, today, in the VERY long line to check in (because no one was at the check out counter; so we were all waiting in the same line) I heard that same receptionist tell another person that she can’t seem to find him on the schedule. Wow. But further more, after waiting just a little too long in the waiting room - someone called my sons name but some how by the time I managed to simply grab my diaper bag and car seat - the man had already went back through the door. So I did too. Talked with him for a minute and then me and my son were sat in a hallway. For an hour. Before finally being sat in the exam room. My appointment was at 10am and it was at 11:40am that I finally opened the door ready to tell them that I’m just going to leave & Dr Franklin just happen to be on the other side. He’s a great doctor - unfortunately it’s the whole experience that matters, and having to wait that long either time just isn’t the right experience for me to...

My son was referred to this office by his eye doctor to get corrective eye surgery for his lazy eyes, he went to his first initial appointment they told us it would be up to 6 weeks before we would hear back from them to schedule his surgery. They finally reached out to us with a surgery date of August 9th, my son and I drove 45 mins to Lexington for his pre op appointment just for them to tell us his surgery was cancelled because the Dr decided the week before his surgery that he wanted to take a vacation we never received a call or anything to let us know it was cancelled. Fast forward a few weeks they called us to let us know that his surgery was scheduled for October 4th, great right? WRONG. I called the office 3 times to confirm that his surgery was still for today, they told me yes and that I would be hearing from the surgery center yesterday to confirm the arrival time, never got a call so I called the drs office spoke with the lady at the front desk she confirmed again that his surgery was today, I let her know that I hadn’t heard from the surgery center so she sent a urgent message to Dr Franklin he called me back to let me know that that he was on the schedule but he had no time as to when the surgery would happen. I just spoke with the surgery center and they told me that Dr Franklin is not on their schedule for any surgery today. Now I have to wait til the drs office to call to see what’s going on, it is frustrating because my husband and I both took off work for this surgery and wasted vacation days just to be told my sons surgery is not happening now because the office dropped the call and didn’t call to add my son to the...

I waited for over 3 months for this appointment. 2 weeks before the day, they called and said they had to reschedule. Luckily, it was sooner, but only by a few days. They put me on the schedule from 1:10-2:00. The place was impossible to find. I called to get help but that was unfruitful. I got here right at 1:00pm. The woman checking me in said, "Oh... this is for you. You brought a baby to a four hour appointment for yourself?" Well, she's 8, and I promise they would have never said that if I was a woman. She just assumed that, because I'm a man, I've got something else I can do with her. There are mothers here with their kids and I doubt very much anyone said a thing. I thought it was extremely rude for her to say. And, FOUR HOURS? No one ever told me anything about 4 hours! We hadn't eaten, thinking we'd just grab something afterward. We waited in the waiting room, then waited in another waiting room, and then in another waiting room... the whole thing seems to consist of being ushered from one waiting room to the next. This is a management problem. They need someone in here who can make this work better. And they've got to communicate to properly set correct expectations....