VisionFirst - Middletown — Attraction in Middletown

BUYER BEWARE! CHECK YOUR INSURANCE PLAN BEFORE GOING INTO THIS STORE! Have been going to this location for over 2 years now. The doctors have always been exemplary. However, it is quite obvious that their less-than-personable sales team is paid on commission. After not questioning what seemed like a high bill with our excellent eye care coverage last year, this year we brought our own frames in to have new lenses fit to them. It was still over $115, which didn't seem right to me. The whole time the lady still tried to push my husband to get another set of frames, and me to buy extras on my lenses, which we didn't need. I went home and was still wondering how it was so expensive. I sat down and took a look at our insurance plan. Vision first is in network with United, and there is only a $20 copay for exam and materials, and lenses are covered 100% each year (except literally only one style of lenses. One. See attached photo.) Therefore, I should have only owed a little over $40 for my husband and I.. not over $115! So I called and the woman still tried to B.S. me over the phone. I printed my insurance benefits and took them to the store to show them to this woman's face and ask what, exactly, she was charging me for. The woman looked surprised when I actually knew what my insurance covered, and had the paper to prove it. I asked her why she chose to spend my money for me, being that she chose the ONLY glasses lenses option of the four that was NOT covered by my insurance- without even presenting me any ONE of my other of my FREE options! She replied, "Well, no one really goes with the plastic, they always choose polycarbonate. Which is chargable under your insurance plan." To which my husband replied, "I bet they do choose it when you don't tell them about the three other FREE options they have for lenses!" The woman just kept saying, "I'm sorry you feel that way." Never really apologizing for taking advantage of us and overcharging for what we could have paid under half that much for- had she done her job and given us all of our insurance options. She was more concerned with deceitfully making money than saving us money and giving good and honest customer service. After getting a refund of over $65 (see attached photos), I told her all of this, and that we would never again be customers at this store thanks to her greediness and dishonesty that bordered on insurance fraud. It was a horrible experience, and I'm trying to warn everyone so they don't get caught up in this insurance/money scam! Ask what you're being charged for and if you have any options that are free under your insurance plan!! I am so upset, I'm still considering turning them in for fraud; As it was they were overcharging me $33 on a set $20 copay (as clearly laid out by my insurance plan), on top of choosing the most pricey lenses available under my plan! It was messed up. Just plain dishonest and wrong. I hope someone in management reads this and changes some sales policies about misleading...

I almost didn’t want to post this in fear of VisionFirst getting new customers, but it would have been a disservice to the wonderful staff at visionfirst. I always have dreaded going to the eye doctor solely because for whatever reason they are the worst ran offices ever. You check in wait 30 mins, someone calls you back and you do the air puff test then you wait in another waiting room for 30 minutes then the doctor comes in and gets your prescription then you wait another 30 minutes for the contact person to fit you. Never a fun experience and makes you wonder if they are pushing you to your waiting limits. How long will this guy wait until he can see again?? Well when I stepped into VisionFirst my prayers were answered. My appointment was at 11, I got there a little early. I filled my paperwork out and they said the dreaded, “ please go take a seat and we’ll call you when you are ready.” I’m thinking here we go. I was sitting for less than a minute and bam I hear “Alex?” I look around is there another Alex it’s a common name, nope it was me! It’s maybe 10:55 at this point. She takes me back does air puff test and some other things and immediately takes me to a room, no additional waiting room like the competitors. I’m in there for maybe 30seconds and I hear the knock on the door, it’s the doc. We get my prescription taken care of and although it was quick it did not feel rushed. He was very thorough. I then was immediately sent to a lady to order contacts and check out. My appointment was at 11 and I was out at 11:10. By far the best experience I have ever had at the eye doctor and I will recommend them to anyone!!! VisionFirst never change, you...

I had been using this office, specifically Dr. Rabaut, for my annual vision exam for over 10 years. They have been great up until my most recent exam in November of 2023. They used the Optos and charged me for it even though the doctor didn’t look at the images. Also, the doctor wrote me a prescription and scheduled a follow up exam. I found out my insurance requires a prior authorization be filled out before they will cover eye drops. I called VisionFirst to explain this and the woman I spoke with said she would take care of it. Two weeks went by and my insurance still had no record of a prior authorization being filled out. I called the office and told them I was still waiting on a PA to get the eye drops and the woman said she would take care of it that day. Spoke with my insurance and they received the PA but said the prescription would have to be re-submitted. I spoke with VisionFirst and was told the eye drops would cost in upwards of $1500. The woman told me she would speak with Dr. Rabaut to see if she had an alternative solution and either she or the doctor would call me back the next day. Fast forward to February and I still have yet to receive a phone call and the prescription was never re-submitted. I called to cancel the follow up exam which was scheduled for 2/10 and I was told they didn’t have any record of my appointment (pics attached of schedule card. I...