Dr. Tom Liu & Associates — Local services in Richmond

Horrible reception ever. I insist my original review. I did not ask for guarantee but I was asking why there were two other patients that was before me when I arrive on time for my appointment. The front desk could have told me that the other patients went overtime but there were no explanation and the attitude was not acceptable. In addition, I was rescheduled to a different date due to doctor's schedule even though I mentioned my case was sort of emergency as I have really bad red eyes. Good thing it was not that sever, but just imagine what could happen. Further, when I book with your facility, no one informed me that my exam will involve eye drops that reduces my vision. I was lucky that I did not drive to the clinic but I did have an important meeting that requires my vision after the appointment which I have to reschedule. The reception at the front desk after learning my last name gave me a big unpleasant attitude. I was thinking of reporting to the appropriate sources, but I thought the front may not have a pleasant day as they are all very busy. However, I was very disappointed at this facility. Not sure why this nice doctor would hire...

Dr Liu did cataract surgery for my dad's eyes in the last 2 years. He was professional all the way. The MOAs and eye examiner girl in the office were friendly and accommodating. The surgery was successful. Prior to the surgery, my father was only able to see read the second line in the Snellen Chart. And he claimed that his world was "very blurry". Fast forward, 12 months later and few weeks after the 2nd surgery, my dad was able to read the 5th line in the Snellen chart. He claimed that he is "reborn" again. Since then he enjoys going out more to see the details and definition of the surrounding that he had missed in the past. He is now a much happier person compare to before the cataract surgery. I can't wait to bring him to travel and see the world! We are very thankful for Dr Liu for not only giving my dad a second chance of life again but also improve the quality of my...

I’m frustrated and disappointed — I’ve now seen Dr. Kailun Jiang twice, and both times she’s treated me like an irritant rather than a patient. During my latest visit, she literally walked out of the exam room while I was mid-question, cutting me off without a shred of explanation or empathy. How am I supposed to manage or even understand my own eye condition when I can’t get the time of day?

After the exam, I approached the reception desk with genuine concerns, only to spot Dr. Jiang chatting away with another patient in the waiting area. The receptionist sent me back to her, but she was too busy socializing to give even a five-second glance.

This isn’t acceptable. Dr. Jiang and her staff need a serious reminder that listening and clear communication aren’t optional extras — they’re absolutely essential. Future patients deserve to be heard, not hurried...