|Address:||472 E Main St, Middletown, DE 19709, USA|
|Working:||8AM–5PM 11AM–8PM 8AM–5PM 8AM–5PM 8AM–5PM 8AM–3PM Closed|
I wish I could give 3 separate reviews, one for the doctor, one for the location, and one for the organization. As for the doctor: 1000 stars! Hands down the best eye doctor Ive ever been to, and Ive been to too many to count. My eye sight is terrible and has been for most of my life, this doctor is the first to get me to see 20/20. I used to get bad headaches from wearing glasses and would mainly stick to contacts even though they bothered my eyes. I found out after seeing Simon Eye that this was because my prescription was never accurate so my eyes were strained. Other doctors also werent receptive of my concerns/questions. The doctor at Simon Eyes (unfortunately I cant remember his name, maybe Kevin Brown?), was incredibly warm, friendly, and accommodating. He listened to any questions I had and quickly and easily got my prescription exactly where it needed to be with little effort. For the location, however, Id give 3.5 stars. Everyone was friendly, and since my mom and I had appointments right after the other, they just went ahead and took us both at the same time. It did take a while to be waited on while picking out glasses, and sometimes I had a hard time finding an associate to help. The real trouble was actually getting our glasses. Mine came right at the tail end of the suggested waiting period. My mothers however, came weeks afterwards. Instead of just being able to get our glasses at the same time, we had to make 2 different trips, which is a bit of a distance for us (were not exactly local, but this location is the closest). They also mixed up my mothers insurance at one point with a relative of ours that shares the same name (but different spelling.) We tried to explain this to them as it happens sometimes, but the first person we talked to wouldnt listen. My main gripe is the organization overall and their business practices. They (the general company, not necessarily the specific location) began harassing me about 6 months after my appointment to make a new appointment. And Im not using "harassing" arbitrarily. If a person sent me as many phone calls & emails as they did, theyd be arrested for stalking. Im used to getting a couple postcards from the eye doctor or dentist, or even a phone call as a reminder at the year mark. However, I was getting multiple postcards each week, and phone calls starting mulitple times a week extending to almost each day. My insurance, like most these days, only allows me 1 exam a year so there was no need to make a new appointment at the time they were suggesting. The reminders died down a little bit for a few months of ignoring them, but they hit hard again when my 1 year exam approached, around the 10 month mark. Eventually I got a card in the mail letting me know that I had an eye exam scheduled even though I certainly didnt make an appointment myself. I couldnt believe they made an appointment for me without asking my permission first! A couple days later, I got a phone call from the office wanting to go over my insurance for this appointment that I didnt make. Then I got a reminder call about the appointment. When I told the girl that I didnt make an appointment, she got an attitude with me that the appointment was in the system, as if I was lying about not making it. I was also getting flooded with email from them (which were the easiest mode of communication I was able to edit). I dont recall filling out forms that gave them permission to send me pre-appointment reminders, much less so aggressively. Definitely be aware of this when filling out your forms, maybe there is a portion that I didnt notice. But like I said, in 20 years of going to many eye doctors Ive NEVER received this level of contact in between appointments. It just felt intrusive.
Hong Yin Smith
Dr. Gardner is great. He is patient and easy to talk to and understand. The eye exams went well for both of us, I got my glasses. Unfortunately, getting contacts for my husband was totally a different story. When we first walked for our appointments, the receptionist could not find his insurance coverage, and told us we had to pay everything out of pocket. Of course we refused to do that because I called the insurance and made sure it is covered 100% the day before. We asked the receptionist if she can contact the insurance just to double check, she said that was not a part of her job.... it all went down hill from there. My husband got new contacts trails from them, but they were not fitting it right so we had to schedule another short appointment to get new trails. Their schedule was so packed they could not find an appointment that fits his work schedule even though I called a week ahead of time. The choices we were left with were seeing a different doctor, or he had to call off work. It has been three weeks now, my husband could not get an appointment to get new trails. Their contact department was not pleasant to work with at all.
To start with, I had been going to a different eye care provider in middletown before making the choice to switch. I cannot emphasize how impressed I am with this office. The staff are very kind. The receptionist told me that the Dr. Brown was running behind today, so I assumed I would be waiting awhile, but I was only waiting around five extra minutes. When he actually did take me back for the examination, he was very thorough and answered all of my questions. After all that I was taken to one of the ladies that fits your for glasses. I believe her name was Ava, but Im not sure. She sat with me for about 15 minutes just pulling frames out to choose from. She gave her opinion on what she thought looked nice and what she thought didnt. She was honest and helpful. This is the first time Ive left an optometrist with no questions unanswered. This is also the first time Ive gotten a pair of glasses that I dont at all regret getting. Fantastic.
So here I sit. I need glasses. I live in Middletown, and the logical choice to go is the last place I went... (Simon Eye) I have not been back to get my eyes checked since. Oh, they were helpful... telling me exactly who my Eye Care coverage was through, and telling me what was covered and what wasnt. Only problem they billed the wrong coverage carrier, and after a year of trying to straighten it out, and derogatory comments on my credit report they finally straightened it all out. SO should I do it all over again, after all the headaches and bill collector phone calls, and credit damage, they eventually did admit they made a mistake and corrected everything... Right? No, I do not feel like going through all of that again. If you go here, I suggest you double check their billing. You might get a surprise in a few months down the road.
I am so pleased with the level of customer service. Dr. Gardner is amazing. I never feel rushed. You can tell he has passion for what he does. He is honest, caring and he gives me the feeling that you are one of his family members and he wants the best for you. My insurance was running out and his concern was not that I wouldnt have any insurance but he wanted my eye healed and he was going to see me until it was healed. I thank God for him. He is an angel. You will not find many genuine, caring doctors like him in the world. I would recommend this Middletown Simon Eye location to anyone. Its very clean and everyone displays awesome customer service. They truly represent what it means to treat the customer as we expect to be treated and putting the customer first and truly meaning it!