Larkspur Landing Optometry

I had a very bad experience with Dr. Day. After an eye exam, I told her that I needed more time to think about whether I wanted to get near or far sighted glasses. Also, bi-​focal, progressives, or single lens. A week later, I received a phone call that my glasses were ready to be picked up. I called and said that I didn’t order any and that I would like to cancel so that I may not lose my once in every two year benefit thru Medical. Dr. Day said that I can never return to Larkspur Landing Optometry. A few days later, I went in person to speak to my old doctor about lenses so that I could decide on what type I would like. Also, to ask what type Dr. Day ordered so that maybe, by chance, if they worked for me I would take them. I wanted to work something out. I never was allowed to speak to my old doctor that day because as soon as I walked in Dr. Day approached me and told me to leave. She was rude and not open to talk. The only words I got in was that I didn’t understand why she was behaving that way when I didn’t make the order. I wrote my old doctor and the owner but did not hear back from either. I made a complaint to my insurance. They investigated and did everything they could to allow me to see my old doctor, which was my request. Unfortunately, I have not been welcomed back. In the meantime, I was told by Partnership (Medical) that Dr. Day was contacted but that they could not tell me what happened. At least, it made me feel a 100% better that Partnership cared and did what they could. They made everyone aware of the situation and I feel that I have not just had a bad experience that was just swept under the rug. If you have a problem with her, I recommend you make a complaint. Hopefully, she will learn to treat customers with kind respect and listen.

Dr haak has left the business and I miss him, eye service testing is good, frames expensive and limited choice. Reception staff ineffective. I had an appointment for weeks only to call a few days before and cancel it saying the dr wouldn’t be in.
I have gone here for 10 years with my whole family and I am not sure if I will go back

Rude, unreliable, unprofessional staff and altogether terrible customer service. Used to be one of the best in Marin, but not anymore. If you have a choice, please choose another optometry, where you’re treated with care and respect.

The office itself is clean and there is plenty of parking nearby, but I was not a fan of Larkspur Landing Optometry. The experience overall just wasn’t what I expected it to be. One of the girls at the front desk was a sweetheart, but all the others did not provide good service and were actually tacky and unprofessional.
Dr. Day chargers an out of pocket expense to have your eyes examined for contact lenses. I have never had to pay for that at another clinic. Weird that I would have to with her. I also felt very rushed when I was there with her and her topics for small talk were a bit weird. On top of that, when I mentioned I have a 4 month old daughter, she asked how old I was and when I said I was 24, she borderline scoffed. Very judgmental this one…
I won’t be back. Found another place and another Dr.

I have been going here for years and when I went back this year it was terrible. I had to wait over 40 min for my appointment and then it took 3 weeks to get a trial of the contacts, The people at the front desk were horrible. The worst customer service I have ever had, They were not the least bit apologetic when they realized that they forgot to order the contacts and they had no samples of my old prescription. I will not be going back there and I would not recommend it to anyone.

What a completely different experience I had today after last year. When I called to make appts for my son and I, I was told Dr Haak was going to be off for an indefinite amount of time but that I could be seen by Dr Day. What a nightmare. The highlights:
— I told Dr Day I was there to get an updated prescription for glasses. I’ve had a big problem adjusting to away and close vision for about the last 6 months. She asked if I wanted contacts and I told her I have a really hard time with contacts and probably not. She said if I thought I at all wanted them that I’d need to do an exam now, because the exam rates are different. (I thought she meant that they would be billing my insurance for this) I then consented thinking I should in case I changed my mind.
–Our appts were at 1000 and 1030. I had to be at work shortly thereafter and stated so. Dr Day talked non-​stop. She talked about communism, the book Animal Farm, her cat (and showed me pictures), her daughter and her dog showing and completely stopped working while talking. My glasses script was totally rushed through while she spent an inordinate amount of time on contacts that I really wasn’t into. We did not get out of the exam room until 1130. An hour and a half for two exams.
After the exam she wanted me to try on glasses. I told her I just wanted the script and I would be checking prices on them elsewhere as well. She took me right to the desk and started showing me how insurance pays and that I could probably get a pair for only $ 100 out of pocket. I told her thank you, but please still write the script. Immediately after she took out her rate scale and told me I owed $ 65 for the contact exam.? I thought my insurance was going to pay for that. Apparent not. I was caught off guard by this. I felt like she should have stated I’d be paying this out of pocket. I have never had a doctor take me to the desk and demand payment. It was weird.
After I left and barely made it to work on time, the office staff called me at work and told me she wanted them to call me to tell me I still owe $ 10 for my son’s co-​pay. I work in a high paced environment, too busy to be talking to my eye doctor’s office over a $ 10 co-​pay. My cell phone was the first number on the chart. Why they called me at work over $ 10 is beyond me. Totally unprofessional.
My overall impression if Dr Day is that she wants to milk her clients for as much as she can. What a difference from Dr Haak. I don’t feel like the script she gave me for glasses addressed my issues.
End result is I won’t be returning to this office. For the record, I found the glasses I wanted for $ 59 dollars, fully covered by my insurance, NOT a penny from my pocket.

I have never had such unprofessional and awful service. I am nine months pregnant with twins and there was no parking near the office. I had to park far away and slowly waddle my way over to the office. As soon as I got there the gentleman at the front desk took a while to help me and was obviously very stressed out. I was there to have a quick contact lens examination and because the front desk gentleman and other staff I was told that since I was late (at most 3 – 5 min) they were going to take the next customer and make me wait. I ended up waiting for over 30 min which made me late to pick up my child from school and I had to leave without getting anything done. Very rude staff and their customer service skills are absolutely appalling. However, Dr. Day is charming and seems like a great Dr… I suggest getting a stronger team to help her because they are not doing a good job. I chose to go somewhere else that didn’t accept my eye insurance just to feel that I was treated with respect. I will never go back to this place despite the fact that they accept my insurance.

Four stars for Dr. Day, 1 star for customer service!!! I have a been a patient of Dr. Day for the past few years and I was really pleased with their service until this year. I came for my annual eye exam and everything went well except for the last part. I ordered my glasses and the guy told me that they will be ready in 1 week. I called back a week after and learned that they were not ready yet. It was ok, I understand. The week after that I got a call from the office to pick up my glasses. I came in and another male staff assisted me. The glasses looked nice but there was a missing part on the frame so he told me that he will order a new frame for me and it will take a few days or about a week. I was ok with it also. I do not mind if I have to come back again since I like them anyway. Today, it has been exactly one week, I called the office and asked them if frame came in. The guy who picked up the phone was really unfriendly and unpleasant. He asked for my name and he told me that they are not ready yet. I asked him how come the other guy told me that it will be ready in a few days. He responded to me in a very unpleasant tone, saying that I was just there last week. I was not happy with his response at all. I know I was there last week and the other guy told me that my glasses will be ready in about a week. What is his problem? What kind of customer service is it? I am not planning to return to that place again!!!

Dropped in to schedule an appointment this morning. The office looked clean and the selection looked decent. No one was at the reception desk, so someone in the fitting area then started grilling me on whether I already had an appointment or if I came in to pick up a pair of glasses. I’m sure I looked puzzled perhaps, and indicated that I was here to set up an appointment. But, they looked like they couldn’t be bothered with new customers, so I said I’d come back later. — NOT!
I get that we can all be busy, but how about a simple greeting and «how may I help you?» Or even «I’ll be with you in a few» or ??? — Instead of being grilled with 20 questions?
The staff was rude and it was apparent they don’t want any new business. This isn’t the right place to get your glasses if they don’t have common respect and courtesy.

I’ve been going to this business for about 4 years now. The doctors are outstanding and Dr Day is a great new addition. Customer service cannot be beat. Perfect example is while I was getting my examination, I came out and the super friendly staff had pulled some frames for me to look at. Nice. Also, they helped me navigate my eye care insurance so that I could take advantage of the benefits that are available. Close to my house and very convenient so that is an added plus. Nice selection of frames too! Cannot wait to get my new specs!

December 1, 2015: I received a eye exam and was measured and fitted for my new glasses… it all went down hill from there. If you have had problems with Larkspur Landing Optometry or Dr. Gina Day I want to encourage you to please file a formal complaint with the state board of optometry. here is the link to the form
and here is the email to mail it to:
December 16^th, 2015: Hi, I would like to speak with the manager or owner. First of all I want to say how pleased I am with Dr. Hatanaka. She is very professional and completely through. I’ve seen the Optometrist for over 31 years. She rates at the very top. I was also very excited about finding your Eye Center. The young man that helped me with my selection of frame and lense was very kind, happy and professional. I had an amazing exam and first time experience.
I then received a call that my glasses came in and they were ready to be picked up. My friend and I came in to the store that very day the office called. I was helped by a young lady. I am disabled and was recently hit by a drunk driver and have a concussion. I’ve had a headache now for 47 days. I attempted to explain this but she did not seem to have patience or want understanding of the situation. Not only that she yelled at me. She also attempted to do the final fitting. I explained to her that the glasses were too tight around my temples and was too big or loose behind my ears. She apparently wasn’t listening to what I was telling her. She kept bringing the glasses back where behind the ear kept getting larger and the temple tightness stayed the same. When I explained to her that I felt we were not communicating because of my concussion. She again yelled at me and ran off.
Another older woman then showed up. She was very angry and not professional. I asked for the Manager. She told me she was the Doctor and I would have to leave. She physically pushed me out the door. At the same time she was yelling at me. She had my glasses in her hands and she nearly broke them in half.
I can not believe what happened. I’m still in shock and feel completely traumatized. I’m afraid to come back and get my glasses. I’m wondering what can be done to ensure my safety? I would like to speak with the store owner, manager or Dr. Hatanaka about getting my glasses to fit and picking them up.
I would also like to register a formal complaint about these two employees. At the very least they should be written up. If it were my business I would fire them. I will only be in town for the next three days. I would like to come in as soon as possible to have my glasses fitted and picked up. I have paid for them in full.
December 21, 2015: To the Owner of Larkspur Landing Optometry, I have been treated horribly by your staff. My patience has run out regarding this matter. I have been instructed to inform you if you do not comply with my reasonable requests. I will be reporting you to the California Board of Optometry, the Better Business Bureau, Business Consumer Alliance, Medi-​Care and Medi-​Cal. As well as writing you up on Unilocal.
1.) Supply the owner and managers names.
2.) I want to speak with the owner.
3.) Supply a safe environment to get my glasses fitted properly.
4.) Supply a copy of my formal consumer complaint to the management; regarding both employees.
5.) Give your word this will never happen again to another consumer at your establishment.
6.) I am granting you an additional 24 hours to comply or I am moving forward with my formal complaints with the Board, Bureau, Alliance and Insurance Institutions.
Sincerely, EM

My wife and I had been patronizing another optometrist and becoming increasingly frustrated with their slow service and high prices. My wife tried this place first and finally has contact lenses which really work for her. I went for new reading glasses, got a thorough eye exam for a small co-​pay (including a check for diabetic retinitis) and was told that my old glasses were fine. Whereas our previous optometrist seemed to reluctantly give us a small discount for our VSP insurance, these folks seemed to welcome it. This is a large and relatively busy office, but the staff are efficient and communicate well with each other. Both Dr. Haack and Dr. Day are personable and take time to explain things. No reason to ever go anyplace else.

From what I can tell, there is a tremendous amount of inconsistency at LLO. Perhaps Dr. «Edward» is as excellent as some say, but Gina Day has made it impossible for me to ever return to this awful place to find out if that’s the case. In reading through reviews of Gina specifically, it’s a pretty mixed bag. However, my experience was almost exactly like CJB’s. I only wish I had read that review BEFORE I wasted my time, money and insurance benefits.
CJB had mentioned «incompetence», «rudeness» and «gall», so I will do the same:
Incompetence: Check, two wrong prescriptions so that I couldn’t see as well as with my existing/​old glasses
Rudeness: Gina was late for my first appointment after I had been told to arrive early, and despite me having told her staff that I had another appointment after the one with her. Rather than apologize, they tried to detain me for an exam that I specifically did not need and wasted about 45 minutes of my time just to schedule another appointment. At the return appointment, not only was Gina late but she blamed ME for making her late for her «other» patients. She not only tried to rush me through the appointment, after wasting most of it quizzing me on my past treatment for an unrelated eye condition, and trying to convince me that I no longer needed bifocals though I’ve been wearing them for years. She also kept trying to tell me that she wanted to make a referral to another ophthalmologist, even though I had just seen my ophthalmologist who told me to get new glasses.
Gall: Unmitigated! I was pressured into paying $ 150 out of pocket in an attempt to «resolve» the problem of the first incorrect prescription. Then, after the second pair came in wrong, I was told that there were no refunds, and that it was my fault, to boot.
There’s more to it, but the bottom line is that I was treated horribly, $ 150 was stolen from me and my state insurance benefits were used up. Because I am a Medi-​Cal patient it took four months to get an authorization for another eye exam so that I could get a corrected prescription, which is significant;y different than the ones provided at LLO. Gina still refuses to refund my money, or to return any of my numerous messages to try to straighten out the mess she made, though she has sent out several dishonest letters, shirking responsibility, continuing to blame me, and «dumping» me as a patient.
It is appalling that Gina Day treats low income (or any) patients this way. I intend to pursue whatever legal recourse is available to ensure that I am reimbursed and compensated for all damages, but this woman needs to lose any contracts she has the the state. She is just AWFUL!

Super nice staff and amazing service.
Dr. Haack helped me find me the perfect prescription and I learned a lot while doing it. I love to work with a Dr. who spends the time to talk and discuss how things work, so that in the end you can be on the same page and understand what you are getting. I’m certain I took up twice as much time as what was required, but in the end I felt comfortable and confident in the results.
I can’t say much for their frame selection, but their service and skills are great!

Great place! Staff were friendly, easy to find plus free parking, great selection of frames even for folks that dont have private insurance! Eye exam is a bit lengthy if your in a rush though, other than that, Daughter had a blast

I’m still pleased to be working with Dr. Gina Day! So much that not only do I bring my daughter here but I now get my eye exams here.
The staff all seem to work together well now. My previous comment regarding staff members complaining about another employee does not apply any longer because those two people are no longer a part of the practice. And the one they complained about thankfully still is part of the practice and she does an excellent job!!! So applying 5 stars now!
My daughter still loves to see Dr. Gina Day. She frequently wants to know when we’ll get to see her again. This is wonderful news as my daughter is old enough to start vision therapy this week at the «vision therapy-​only» office in the outer sunset here in San Francisco, every other week. This is very close to our home, so it will be convenient for us.
Hooray for Larkspur Landing Optometry and Dr. Gina Day and the support staff!

Dr. Haack is great! He was very informative and through with his examination. I felt like I had a much more complete exam than I previously had with Kaiser.
He and his staff were all friendly and I definitely would recommend them!

I have been dealing with Larkspur Landing Optometry for years now and I must say that everyone there is super nice, snap efficient, particularly the young lady APRIL, who is as competent as one gets. Whether it is patiently helping me choose my glasses, or navigating through the insurance maze to my benefit, or repairing my only pair of glasses after I broke them, she and the team there were SUPER. Highest Rating to this place. ALSO, 5 Stars to Dr. Gina Day for her excellent counsel and expertise!

I don’t have a problem with their vision testing and the doctors are very nice. But the turn around for getting glasses is super slow. My progressives were sent back for adjustment to the lenses two weeks ago and I still haven’t gotten them back. Really? Most labs can do it in a couple of days.

I came in for a scheduled appointment with Dr. Day in order to get trial contact lenses with a more accurate prescription for me.
The previous week I was sent home with a pair that would at least get me started with my trial phase after getting an eye exam, contact lens evaluation, and fitting. My first appointment went well.
Granted, we all have our «off» days and it’s impossible for people in customer-​facing jobs to be gracious and personable 100% of the time, but Dr. Day’s behavior toward me today was just awful. I came home from my appointment feeling increasingly offended and awkward. I understand she may fit hundreds of people for contacts every month, but for me the transition to contacts is a big deal. I was hoping for compassion in my eye care provider.
Here are some highlights:
Dr. Day demanded to know why I bothered coming in.
After reading my chart, she began to get impatient and short with me, demanding to know why I even bothered coming in if I wasn’t happy with contact lenses. I was shocked at this reaction. I definitely had questions and concerns about lenses, but I was not ruling out contacts. She essentially pushed my back against the wall and demanded to know if I wanted contacts or not. I couldn’t believe her nerve approaching me in this bullying manner! Until I said «yes, I want contacts», she would not back down.
Dr. Day rudely dismissed my headache concerns.
She persisted with describing generalities about people with headaches, claiming that almost no one gets headaches when switching between glasses and contacts of different strengths. I asked her if we could talk about my particular situation vs. generalities, and she said «No». I was shocked. She then began claiming that most of the time people get headaches for reasons completely unrelated to glasses or contacts (like psychological trauma). I was left feeling ashamed for having very legitimate concerns about one of the most important tools my body has, my eyes!
Dr. Day disregarded my call to the office earlier in the week.
When she looked over the notes that were left on my chart from a call I made earlier, she described it as «stuff» and I felt like she didn’t take the notes to heart or considered the call with care.
Dr. Day insisted on speaking in generalities and not about my unique profile.
Most of our conversation revolved around «most people» and their reaction to contacts, as opposed to my particular case. What medical professional behaves that way with a straight face? Statistics are welcome, but dismissing the patient in front of you is wrong. She also continued to mention what happens to people’s eyesight after they turn 40. How exactly is this relevant to me? It was as if she was scaring me about the future for no good reason.
Dr. Day seemed extremely impatient and intolerant.
No need to elaborate here. Most of the appointment was painfully awkward.
Dr. Day was sarcastic and belittling.
She said things like, «News flash — contacts will NEVER be like glasses! The materials are just different!» Implying that I should just get over it and stop expecting perfection from contacts. She was so quick to strike me preemptively when all I wanted was the chance to talk about my experience.
Only after Dr. Day had it out with me did she finally come back to a set of more routine (and productive) questions (which she should have started with!), leading us to conclude that another brand of contacts may be more comfortable and hydrating for me, even if they may never be as crisp and exacting as glasses. I’m looking forward to using my contacts on the weekends, with no headaches transitioning between my glasses and contacts.
All this is to say that I won’t be working with Dr. Day anymore. Now that I realized they offer Saturday appointments I will continue my contact lens fitting with Dr. Haack, who I originally started with last year and is supremely kind and patient, as well as knowledgeable and respectful.