Excel Eye Center: Lehi

Reviews 5

MA

Matt Graham

Excel Eye Center is a full service eye center. They offer exams for contacts and glasses as well as laser vision correction. After a few experiences with Excel, here is my take on some aspects of their business. While I did have an overall negative experience with Excel, Ill try to review things as I saw them, and not through a bitter eye. Summary: This is a professional, but out of touch operation. Their doctors seem competent, their staff seems bothered by clients, and their business practices seem disconnected. My advise is to avoid these guys, until they make some customer-friendly corrections. Office: Youll find just what youd expect from any-old-doctors office. Clean, quiet, well lit. Professional atmosphere. Magazines, "child play" area, etc. The Lehi office also has a separate, but connected eye-glasses seller so you can try on frames while you wait. The exam room is also what youd expect. Low light, fancy machinery, differently oriented Es on the wall. Staff (at Lehi office): Everyone I met seemed nice enough. No one was _dying_ to greet me each time I went in. Instead, Id stand in front of the desk and wait until they were done looking at whatever paper or computer screen was holding their interest, and then answer the obligatory "how can I help you?" I felt like I was not intruding, but they didnt particularly want me there either. Service: This is where things werent as great for me. Both times Ive used Excel were met with a disconnected experience. Coming back to contacts after 20 years, they offered to give me an "orientation" lesson on wearing, cleaning etc, at no charge. A brief version of the full beginners course. When I asked about this upon picking up my trial lenses, I was met with confusion. Instead, they begrudgingly gave me a sample cleaning/storage kit, and said I could find many videos on the internet about use and care of contacts. Since these were trial lenses, I asked if they wanted to make another appointment to follow up. The response was a confused "Why would you want to do that?" look and something like "Well... just call if you need to see the doctor." Do not expect any pro-active followup by this office. Theyre an out-of-site/out-of-mind, squeeky-wheel-gets-the-grease kinda place. Dispute Resolution: This is whee things were terrible. I went in and asked about a price quote for a specific exam. I was told the price, wrote it on their business card, and made an appointment. When the bill came, it was more than 200% of the quote. When I asked at the Lehi office, they essentially threw up their hands and told me to take it up with billing, in Provo. Long story short, the "Corporate" office would not budge, and threatened to send my bill to collections if I didnt want to pay. They were stuck on the idea that "we dont even offer any services at the price you were quoted...so there is no way we can charge you that amount." So, even though their employee gave me the quote, this fact made the problem somehow my fault. They even apologized for the communication problems, but said they expected me to pay for "services rendered." They told me my bill was higher partly because they first sent my bill through my insurance to see if any of it was covered. This was their idea, even with me encouraging them to let me pay without going through insurance they wanted to try anyway. As a "service to me" they offered to reduce the bill to only 150% of the quote, which still didnt feel right. It took my lawyer sending a letter stating that intended to pay only the quoted amount to get them to send me the correct invoice. Even then, it came with a strong written warning from their staff, informing me how quotes worked, and that I should be more careful in the future. In the end, I gave back the trial lenses they gave me, and cancelled further appointment.

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MI

Michael Anderson

Dr. Smalley himself was great, but everyone else in their office stuns me with their incompetence. I purchased frames through the lehi office and was tild the frames would be ready in 5 days and I would receive a call. 8 days later, I had to reach out to them to find that my frames had come in, and I said I would come over to get them. The employee confirmed he would be there and that was fine. When I arrived, he had left for lunch and apparently handing me a pair of glasses that have already been paid for was far above the pay grade of any of the other office staff. Then, after being told once that my claim would be submitted to a secondary insurance, I followed up several weeks later to find it had not been done. They said it would be handled. Now, several weeks have again passed woth no apparent progress so I am forced to file the claim myself. Worst experience I have ever had with any medical office. I will not be using their services and will recommend to anyone I know to steer clear unless they desire months of follow up for a simple glasses prescription.

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Amanda Flake

I had a great experience with Excel Eye Center in Lehi and with Dr. Smalley in particular. The facility is very new, clean, and well kept. I felt very comfortable there, and there was even a play area for my small children. The staff was all very friendly and professional. Dr. Smalley was extremely nice and did a great job with my eye exam. He helped me know the exact contacts that I needed and also discovered an abnormality on my retina. He said that it was probably nothing that would affect me, but I was impressed because no other eye doctor had noticed it or mentioned it before, so I knew that he was an exceptional and thorough doctor. Overall I would definitely recommend Excel Eye Center in Lehi and Dr. Smalley. They are all very friendly, thorough, and professional.

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Brian Perrin

Love Dr. Smalley, hate the staff I was going to write a longer review until I discovered that Matt Graham did it for me. He is spot on. The staff are "disconnected" indeed. They did a bait-and-switch on me years ago with "Oh, we take your insurance," but theyre not in network, and not in the least interested in your having to pay $160 rather than the $40 they had you expect. Now, I decided to give them another chance. I asked them ahead of time if they were in network. Yes. I went in today, and asked if they were in-network. "We dont check that, but we take your insurance." I told them about my last experience. "We take your insurance." I walked out. Too bad, I really, really like Smalley. But man, get your house in order and fix your staff problem.

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Billy Light

Had a small wood chip in my eye and was really eager to get it out. The only place that could get me in right away. I just wanted somebody to flip my eyelid up and take the wood chip out. When I walked in I could tell the place was going to be overly expensive. 10 minutes later and $105 the woodchip was out. I asked if there was a cash discount and I guess that was with the cash discount. Not my kind of Dr. Update: two weeks after my visit and poor Google review I received a check in the mail for over payment of $30ish dollars. Weird I know. Got to take back some of what I said bad about these guys. Still hoity toity place that I wont be going back unless its an emergency but they are honest. Changed 2 stars to 3 now

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