ICON Eyecare - Denver West-Lakewood/ Golden — Local services in Four Corners States

Mom asked me to accompany her to meet the surgeon, Dr. Weiss, and go over her eye-health options. Therefore this review is from an outsider looking in, which is often a good thing.

I have to say thank you to Kristy, she gave my mom her eye exam before meeting the surgeon. She was so attentive, kind, professional and treated my mom with respect, not like an inconvenience. Kristy was warm and smiled, like someone who likes their job. It's like great customer service, but in the medical world!

Dr. Weiss, the surgeon, was interesting. He came off as a little cold, but then, he's not there to become besties. My first impression of him quickly changed as he went over moms eye health and her surgery options. He answered ALL of our questions, was thorough, clear, patient, intelligent and direct. I liked that he gave options and explained the pros and cons in a way that left all decisions up to my mom. The complete opposite of a pushy doctor. This was refreshing!

Last, we met with Brittany. She went through the insurance and payment options. Talk about someone who clearly understands the complicated insurance "benefits". Brittany was clear, knowledgeable, warm and concise. When it comes to money, you absolutely want to know what's owed, down to the penny. She too was patient and walked my mom through the financial options in a non-pushy manner. I can't stress enough how rare that is! Also, just an observation, Brittany's office was festively decorated for Valentine's day, which didn't make the office feel sterile and bland. This is not important for a medical review, but it is important because it gives you an idea of the culture of the company/office. It's all in...

I would never recommend this office for routine eye check ups. The woman at the front desk insisted that my insurance, United Medicare Advantage, wouldn't cover the refraction portion of the exam so I needed to pay $50 OOP. I had never paid for it before but I did. And then when I called my insurance company they confirmed that it was covered so now I have to manually request a reimbursement. My appointment was for 9am and the doctor didn't see me until about 10:20. I have progressive lens and the technician was aware of this. I got home and discovered that the prescription wasn't written for progressive lens so I called and asked that they send me an updated prescription. After calling back again at 3pm I finally received the updated prescription from them. Doctors' offices expect that patients will respect their appointment time and threaten to charge the patient if they don't cancel an appointment timely. But yet why isn't this respect returned? Everyone I dealt with seemed very nice but complacent about schedules. And the $50 erroneous charge along with the wrong initial prescription makes me wonder what else they are sloppy about. So I can't recommend this practice.

As a follow up, I returned to Icon for a follow up visit on 6/17 and my experience was completely different. My appointment started on time, Dr. Weiss was very attentive, and the rest of the staff cheerful and helpful. Hopefully this experience is the norm for patients and that mine was a one-off. I can certainly recommend this office based on...

Doctors at the practice are some of the best - but the admin staff is wildly incompetent. If can you actually chat with the doctor, amazing care, thorough, and professional. For me, not worth the headache.

Full text: Doctor prescribed medication, and the admin staff did not send pre-auth, did not communicate with pharmacy or insurance, and did not inform me of manufacturer discounts available - this particular scrip was $800 cash price, $600 after insurance, or ZERO after mfg discounts - every 30 days, for continued use. Significant issue for most patients i would imagine.

As it usually goes with insurance, coordination of benefits falls on the patient, and i spent an hour or two each day following up with this office repeatedly to get them to do respond to requests from insurance and the pharmacy. I had to go full Karen on a daily basis, and it felt awful.

Finally I was at a loss and made an appointment online to see the doctor, since the front desk gatekeepers wouldn't even transfer me to his voicemail. Dr was embarrassed, apologetic, and went above and beyond to help get everything back on track.

When treatment was done, and I tried to order contacts - you guessed it - calling daily for a week, just to get the contacts specialist to return your calls and place your order. ...... and then they charge $10 for shipping. Frontier Airlines of eye care.

Sad to see the admin staff, who have the most interactions with patients be so different than their...