Insight Eyecare

My name is Dr. Tom Hobbs and I am writing this as a response to the review posted by Jill W on 12/02/2014. First I want to point out that Jill W posted this review while we were trying to determine the best direction to take regarding her issues with her new glasses. In fact her issues were resolved to her satisfaction. However, we did not see this review until after we had reached that resolution.

Addressing some of the things Jill W said. First our staff is trained to ask a series of questions when a patient has issues with their new eyewear to try and determine what is the next best step. If they can resolve the issue without the patient having to see a doctor again it saves the patient time since a new appointment does not have to be scheduled. As to her question about diabetes that disease is in fact one of the leading reasons why patients have vision changes. Through the years we have diagnosed many with diabetes who did not know they had the disease simply due to refraction changes leading to changing vision.

Somehow there was a communication break down with Jill W. I do not know where the breakdown occurred but our 20% restocking fee is only put into place if a patient wishes to simply return the glasses for a refund and not find an alternative solution. We always work to make sure our patients have a pair of glasses that fit properly and give the best vision possible. In the case of Jill W we were able to restyle her into a pair of glasses that she felt were comfortable and gave good vision and at no additional cost to her.

I really love Dr. Hobbs. He is a good eye doctor and he takes a lot of time to make sure he gets his job right. The staff is also nice until you have a problem. There was an issue with my lenses and when I told them I wasn't seeing correctly they acted like they didn't believe me. I am 36 years old so I am well aware of my ability to see! When they finally decided it was okay with them to let me see Dr. Hobbs (after asking me several questions to make sure I really couldn't see, including if I had diabetes, which might be the reason the lenses seemed off-huh?!) he made a slight adjustment to the prescription and they had them re-made. The new lenses were great. Then, after wearing them for 3 days, the frames were really uncomfortable on my face. Again, they treated me like I wasn't aware that the frames were too heavy and were hurting the bridge of my nose and they were overall too small for my face. They actually argued with me and told me if I decided there was something wrong with them I would have to pay a 20% restocking fee . . . but if THEY deemed them too small or too heavy on my nose it would be a free exchange. What?! All this after the girl who helped me pick these frames out told me if I had any problems I could exchange the frames because they would be under warranty. Honestly, as much as I like Dr. Hobbs I think it's time for me to go to one of the other eye doctors in my area so I can be treated with a bit more respect as a patient AND paying customer.

The frame shop charged me over $500 for a pair of glasses that looked like coke bottles. The optician actually told me they do not have a satisfaction guarantee when I told her they were the worst lenses I have ever owned! I paid for the thinnest lenses and these were far thicker than what I was wearing and my prescription is actually weaker now! Inferior lenses, snippy staff. No regard for the customer. Do not buy your glasses here. When I insisted on returning the glasses, they told me to find another eye doctor! I would be out the money if my credit card didn't have a satisfaction guarantee. The next day some other manager calls and wants to discuss how they can do better in the future- Here's a tip: Don't kick people out of your eyecare practice for returning merchandise that was different than what was ordered! Stay away from Insight Eyecare- you'd be better off anywhere else! There is no care in Insight Eye"care".

The frame shop charged me over $500 for a pair of glasses that looked like coke bottles. They actually told me they do not have a satisfaction guarantee when I told them they were the worst lenses I have ever owned! I paid for the thinnest lenses and these were far thicker than what I was wearing and my prescription is actually weaker now! Inferior lenses, snippy staff. No regard for the customer. Do not buy your glasses here. When I insisted on getting my money back for the glasses, they told me to find another eye doctor! The next day some other manager calls and wants to discuss how they can do better in the future so that I would vent to her and not give a terrible review!!! A day late and $527 too short! Stay away from these people- you'd be better off anywhere else!