EyeTX Vision Center - San Pedro — Local services in Hill Country Village

(Update: despite the reply to this review, and me reaching out to them and providing my contact information they still have not replied or tried to remedy the situation. Changing review to 1 stars instead of 2 as a result)

My wife first found this Optometrist in 2022 and had an excellent customer service experience. It didn’t take too long, and the people were very nice. When we returned yesterday it was a much different experience.

We were picking out my wife’s glasses nearby and called to let them know we might be a few minutes late to the appointment scheduled at 3pm, and they said no problem at all, but mentioned that if we’re excessively late and there are other patients waiting for later appointments they could possibly push us back one place in line which is understandable.

Fortunately we ended up getting there in good time, only about 5 or 6 minutes late, and got checked in immediately. The front desk employees were warm and friendly, and another patient was waiting quietly when we got there. They said it shouldn’t be long before we’re helped, and overall the check in was pleasant.

It took 45 minutes for us to even be called back for the initial exam, which was much longer than my wife’s previous experience, a longer than I have ever waited at an optometrist.

After watching the entirety of an Olympic ceremony (possibly an exaggeration but it felt like it), we finally were taken back for her initial check in test. Similar to the check in, it also went smoothly, and the tech was professional and patient.

She directed us into an exam room to wait for the doctor, and said he’d be here momentarily. At this point we were slightly upset at the wait, but figured it would be done shortly. We waited another 15 minutes before I decided to check with the front and see what was going on. They apologized sincerely, and said we would be seen very soon, in the next few minutes.

About 5 minutes later Dr. Bell came and curtly introduced himself, and made what felt like an empty apology for the wait, but for some weird reason he decided to make a pointedly passive aggressive comment and said that he “was busy taking care of regular patients who showed up ‘on time’”. Not sure really how to reply, I pointed out that we were only 5 minutes late, and he brushed it off and said he doesn’t know the exact time we showed up as he isn’t in the front.

The rest of the appointment went as smoothly as it could have, but just felt massively uncomfortable. The whole thing just rubbed us the wrong way, and isn’t the professionalism I would expect from this company.

We likely won’t be returning, which is a shame as the rest of the staff...

Disappointed to say the least. I called around 1:30 pm on 12/10/19 and spoke to Tyler. I asked if they took SuperiorVision and he said they did. When I made it there for my appointment, which was for 4:00 pm with Dr. Bell, the facility felt awkward. Henry, the gentlemen at the front, appeared unamused and tense. Tyler tried to joke with Henry to lighten what appeared to be a difficult task because Henry said he was doing several things; meanwhile a woman who worked was sitting at the counter not doing anything. I went to the back and started the exam with Tyler. First off with the exam, the blood pressure machine they used said my BP was 141/114. I am on medicine to control this and haven't had that high of BP EVER!! Tyler even said the machine usually reads high, but this is not a good way to start. After the process had started, and since I had scheduled my day around knowing the insurance was taken there, Henry came into the room where Tyler was initiating the exam and said there was a possibility my insurance wasn't going to cover this. I was there and ready, so I understood the cost of $99.00 might be incurred and agreed to it right out of the gate. The only good thing I had coming out of the exam was the photos of my retina instead of the the dilation process, albeit for another $45.00. Dr. Bell was nice enough, but overall it was not a good experience for me. Then, when I went to pay, and after hearing for sure the specific insurance plan I had was not accepted there, I was out of pocket for the entire process. I said okay knowing I said I would pay if I wasn't covered. When Henry put the card in the machine the power went out because someone was messing with the power. The man came out of the back room saying it was his fault and he did not appear to even work there. The man was not in uniform, no scrubs, or apparel that would lead me to believe he worked there. I don't know why he shut the power off, but it shut the computers down and the credit card machine, as well. Henry said my card was declined and I know for sure I had money in my account. I told him this entire process was a "joke" and told him to bill me. He said since I did not pay, I was unable to get my prescription. I understand their side on this part, and I'm sure they have been hosed by patrons in the past, but I had done everything appropriate to this point. I just would not recommend this place and I will never go back because of the...

Staff and Dr. Elder were extremely personable and helpful. I appreciate the care and attention to make sure that I am health and the explanation provided by the doctor. I spent a little more than I initially prepared to spend, but it was worth it for the care I received. I recommend this facility if you want to be sure that you are treated like a "PERSON" and not just a number. Thanks EyeTX and staff.

Addendum: I ordered 3 pairs of glasses in early may and did not hear from them they were there. Called a month later to find out they had been there for sometime. Went to pick them up and the staff member only brought out 1 pair and had to tell him there should be 3. Staff did not test them with me or try them on or help to make sure they were correct. Just gave them to me and had to request assistance and still didn't identify which was which. Had to guess. Had to return one of them because could not see out of them and same staff member helped. Advised could not see out of the pair and after checking on the computer, he found out (frame I requested only lenses to be put in) the lenses were the same as a purchased frame pair I also bought and it should have been computer glasses, but were distance (I don't believe they even changed them as they look like the same pair including lenses that I gave to them to replace with new lenses). The staff member was not helpful. So got a refund and went somewhere else to get same day glasses. I adore the Doctor as he was extremely helpful and informative. The office Manager was nice and friendly, but not there when I picked up and returned the glasses. Eye TX has great doctors, but I won't be purchasing glasses from there again. :( Please do go and see the doctor as he is extremely professional. So I do...