Warm Springs Optometric Group

I like Dr. Susan Pirrone as a person, and have gotten good service and glasses from her in the past, but it seems now that her practice is slipping. My past two experiences there, in 2014 and 2016, have been very disappointing.
My wife and I began going to Dr. Pirrone at Warm Springs Optometric Group (WSOG) in 2003. In 2010, we moved from Fremont to the coastside, but still drove to Fremont when it was time for a checkup because we liked Dr. Pirrone and the glasses we got from her.
But in 2014, both my wife and I had problems with exams and glasses. At that time, my wife ordered glasses with bifocal lenses; when they arrived, the dividing line between near and far vision had been placed ludicrously high on the lenses, so that she had far vision on only the top ¹⁄₃ of the lens. She tried to wear them, but it was impossible. Those lenses were replaced by Dr. Pirrone’s office.
My experience in 2014 was substantially worse than that of my wife. When my new lenses came in, the prescription was incorrect. My old glasses provided far sharper vision than the new ones. Dr. Pirrone’s staff browbeat me into trying to «get used to them», which I knew was nonsense. I’ve worn glasses for sixty years, so I know what a correct prescription looks like. Things are supposed to be clearer with new glasses, not blurrier. Still, I wore them home, waiting for some magic to happen, but soon went back to my old glasses.
When I took the new glasses back to Dr. Pirrone, she acknowledged that they were wrong. I asked her how I got such a bad prescription, and she said, «Human error». She did not elaborate. She re-​examined me, and the result was lenses that were much better, but still not correctly balanced. I still wear them today because they work OK. The right lens provides slightly better close vision, and the left one is somewhat better for distance, but I kept them because they were acceptable, and I was tired of hassling with glasses.
In May of 2016, I went for an exam with Dr. Pirrone. I reminded her of the problems I had the previous time, and told her that the lenses I finally accepted weren’t really balanced. She said she would make every effort to see that didn’t happen again, and even called Gerald (who writes up orders, fits glasses and frames) into the exam room, making it a point to tell him that she didn’t want a repeat. That seemed a bit odd to me, because I hadn’t mentioned him at all.
Dr. Pirrone examined me both in the exam room and outside of her office building, using a wearable apparatus to gauge my astigmatism correction outdoors. I then consulted with Gerald about my frames and lenses, which were to be exactly the same as my two previous visits. I was crystal-​clear to Gerald about keeping everything the same.
When my new glasses arrived, I drove to Fremont to pick them up. Gerald brought them out. The first thing wrong was that the lenses were not the shape I ordered (and had ordered twice before). They were rectangular instead of oval. When I put them on, the prescription was way off. The left lens was blurry, and the right lens only less so. My old glasses provided much clearer vision than the new ones. Very discouraging. Gerald again tried to convince me that the prescription was fine, and that I just had to «get used to them». I told him that I know what a good prescription is like.
So, I decided that I’d had enough of whatever is going on at Dr. Pirrone’s practice. I told Gerald that the glasses were unacceptable, then told the young lady at the front desk that I would like my out-​of-​pocket expenses for frames and lenses refunded, and my insurance (VSP) credited for the exam. She assured me that someone would call me at home that day to see what could be done. Nobody called.
I phoned the next day to inquire, and was told that someone would call me in a few days, because both Dr. Pirrone and Dr. Fauria needed to review the case. Weird, but whatever. Today, I received a call from Gerald, telling me that they are sending a check to cover my out-​of-​pocket expenses for lenses and the frame, but that they’re keeping the insurance payout for the botched exam. Gerald even had the nerve to tell me again that there was nothing wrong with the lenses, and that I just didn’t want to «get used to them». Right, like I want to go through this. Never mind that they were the wrong shape to begin with. I felt like telling him what I really thought, but didn’t.
I phoned VSP, and was told that WSOG was crediting my insurance with materials, which means frames and lenses, but that there would be no crediting of what they charged for the inaccurate exam. So, it’s going to cost me hundreds out-​of-​pocket for an exam elsewhere if I want new glasses before Jan. 2017. Sweet, eh? That’s what 13 years of loyalty gets you at WSOG.
I don’t know what’s going on with Dr. Pirrone’s practice, but I hope it gets resolved. In the meantime, may I suggest this slogan for her clinic: «You’ll Get Used to Them».

Just finished my first eye exam in many years. Meeting Dr Pirrone was a breath of fresh air; such a delightful person and amazing physician. I was so pleased with her attention to detail, compassion and taking a FULL medical history; not just looking at my eyes. She looks at the patient as a whole person, and gives appropriate and helpful guidance, with a holistic approach. Fantastic provider, that knows her stuff!!! And staff was super friendly and helpful, especially Tina and Gerald. Definitely recommend this clinic to anyone needing vision correction. A+ !!!

I have been coming to this place for many years and blame myself for not switching to another place. The new front desk staff is worse than previous one. Bad attitude. The previous staff was not good either. Also you will see 2 doctors and a support stud of 5 to 6 people!
Two of the technicians and one front desk staff are good. Dr Peroni is nice and thorough. But lately she has also gotten into mode of trying to sell you expensive frames and glasses you don’t really need.
This place was great 5 years ago. But I would avoid this place now.

This place has really gone down hill. I’ve tried giving this place more than one shot over the past few years and I’ve even tried seeing both doctors. Neither of them are worth wasting any more of my time. From the moment I call, I am met with an unpleasant and impatient voice on the phone. The front desk staff used to be great, but the few women that were polite and helpful seem to have disappeared. The doctors are constantly behind– and I’m not talking 15 – 20 minutes– I’m talking at least an hour. You’d probably assume they had an emergency with a patient before me. That’s what I thought until I got into the exam room after waiting in the lobby an hour only to hear the doctor rambling on and on about his recent hunting trip. A separate visit with the other doctor ended up the same way, only I overheard her talking about her dogs while I was kept waiting. At least the male doctor was friendly. The female spoke to me in a such a condescending tone that I decided to leave with my prescription and never return. I’d give this place a zero if I could.

I went to Warm Srings Optometric Group last year with a presciption so I could purchase new eye glasses, they seemed to have a wide variety of designer eye glasses to choose from. Missy was the optician that assisted me and initially she was very helpful and very friendly, she knew how to fit eye glasses. Unlike all of the other places I have been to where you yourself look around and try to find a pair of glasses to your liking, at this location the optician selects a few pairs of glasses she feels would look good on you and has you try them on. It was different and I liked the personalized service. Anyway after a while of trying on what she suggested we narrowed it down to two pairs of glasses, of which she proceeded to tell me the more expensive pair looked really great on me. I placed an order for this designer pair of glasses that ended up costing me over $ 800 dollars. When I picked them up I tried them on and felt they were a tiny bit crooked across the top of the frame. Missy was not as friendly or polite when dealing with her with this problem. She took my new pair of glasses to the back of the store and proceeded to try and make them straight by heating them; she brought them back and although I felt they were not to my satisfaction, MIssy proceeded to tell me that was the best she could do and that the reason the glasses looked crooked was because my eyebrows are not straight. Really. I just plunked $ 800 dollars into this nice more upscale business and the best the lady can do is insult me. I have worn glasses over 25 years and no one has told me something like this before when fitting me. Needless to say my desginer glasses have been sitting in their storage case for a year unused; my eyes have not been able to adjust to the glasses at all and after my initial complaint I definitely don’t want to go back and deal with this lady again to try and see what the problem is with the actual seeing eye comfort of the glasses, never mind the slight crookedness. I have received better customer service at other optometry shops. This is my first and last visit to this business. So many other things I could have done with my $ 800 dollars.

Dr Pirrone was very nice and professional. No complaints except that she gave me a sample bottle of drops that was already expired.
My eyeglass purchase was not as good. The staff used my computer glasses prescription instead of my regular strength prescription for my Transitions glasses. This mistake caused an additional two week delay. I was not happy about this given that I had paid over $ 300 for the pair of glasses and this was after insurance covered part if it.
I would come back for the eye exam but will get glasses elsewhere.

I’ve been going to Warm Springs Optometric since 1992, and have never had a negative experience. Dr. Fauria’s expertise is evident every time I see him. His thorough consults and friendly treatment has made my vision correction process smooth and painless. I would recommend Dr. Fauria to anyone looking for optometric help.

I’ve been seeing Dr. Pirrone for five years now. She really takes the time to help you understand your eyesight and is very thorough in her exams. I have learned a lot on how to take better care of my eyes because of her.
She and her staff genuinely cares about their patients. I would highly recommend the Warm Springs Optometric Group.

They have the latest styles in frames, extremely knowledgeable doctors and incomparably kind staff!
I’ve been seeing Dr. Pirrone for my dry eyes for over a year now and am so grateful for her genuine concern for her patients. She really takes the time to help you understand your eyesight and is extremely thorough in her exams. I have learned a lot on how to take better care of my eyes because of her. Seriously, I’ve been wearing contacts for over 30+ years and I’ve never met a optometrist as passionate about eye health and as nice as her!
In addition, Missy, one of the wonderful opticians there, should be commended for going the extra mile to help my 80 year old dad get a great pair of glasses. He’s currently at an assisted living facility, in a wheelchair so getting around is difficult and takes planning. She went on her lunch break to his retirement community to show him some frames and measure his eyes so that he did not have to go in to the office. I truly appreciate her going above and beyond to help my dad get the glasses he needs!
Everyone at this office is so professional and caring, you truly won’t lower standards by going anywhere else, after a visit with them!

Im so happy I found this office. I needed a new optomitrist because my old ones were always awful. But this office is amazing… The office is so nice and the staff there is so friendly especially Ann & Corine they always helped me when I need anything!.. And there always so happy. Dr. Fauria is the best! He helped me with all of my eye problems and a have a few. I have a problem with allergy season and I told him that and hes so knowledgeable and prescripted me these drops. Now Im going on with my day with no problem with itchy eyes and redness. I would recommend everyone to go here.

Just also wanted to add that the prescription I received from WSOP was wrong. It was about 2 steps to low in each eye for my contacts and they completely missed the astigmatism in my right eye.

San Jose, Los Gatos and now Palo Alto… that’s all the places I’ve lived in CA and I nomatter how far or inconvenient, I am a loyal patient of Dr. Pirrone. I’ve had your run of the mill near sightedness for 25 years and the care that I get here is better than anywhere else. Yes, it’s different here. Most noticably, Dr. Pirrone’s attention to detail makes me feel like she’ll never miss a thing with my vision. I’ve been coming here since I graduated ALWAYS read your chart and results from your last visit, making sure all pre-​existing issues from previous appointments are addressed. Try getting any other to do that! A lot of my friends and coworkers have been coming here and love this about her as well. Second, you get to spend a lot of time being examined… by Dr. Pirrone. A lot of cookie cutter places just hand you off to the assistants. The only thing is you might be spending more time at the eye doctor’s than you’re accustomed to but my vision is worth it!
I’ve tried the cheaper places and was disappointed by the quality of the eyeglasses. I pay out of pocket and trust the products that she carries. The quality of the eyeglasses have outlasted and exceeded expectations, eversince I’ve been coming since I was a kid.

I’ve been going to the Warm Springs Optometric Group ever since they were located in their old office location. This was all the way back when I was in the third grade, so… like 13 years now?
Dr. Pirrone has been my optometrist ever since then, and some of the receptionists have also been there for as long as I can remember. The staff and doctors here are really nice, and I really like the setting of the optometrist office. A lot of optometry places I’ve been to are really plain and uninviting, but this office is well decorated and has a warm and welcoming feeling.

I can see, I can see…
My vision has been checked thoroughly, my glasses are cleaner (they cleaned them for me), my questions were answered (boy, were they patient with me), and my order for contacts have been made (I hope they don’t cost too much).
The world is more beautiful when you can see clearly!
Thank you, Dr. Pirrone!