Red Rock Eyecare

Doctor was late, unprofessional but not even giving the courtesy to shut the door while talking to me. This is the second time I’ve gone here for an eye exam because the original prescription is wrong and he rolled his eyes and became exasperated that I was unable to see his wrong prescription and was unwilling to help or listen. Never again. Don’t bother coming here. Take your money elsewhere.

Slow service. Dr runs late constantly. Did a contact lens exam after wearing contacts over a year… He was so off on my prescription that I feel like I need glasses.

I’ve been going here for about 6 years now and I’m always helped professionally in person or on phone. I always call to set an appointment and the staff is always nice and courteous. My recent experience was with getting my prescription renewed. I went in and was greeted by Karina and Carly and got taken care of pretty quickly so no time was wasted they tested me blew air in my eyes and did that other thing they do and I was in the doctors office in no time. The doctor was great as well I was helped by Dr. Gail but before her I was helped by Dr. Crisler, but none the less Dr. Gail did help me get checked out and was very nice and understanding to my eye situation and solved it quickly. I got my prescription and then went into eyeglass world to choose my frames and glasses. It was quick and easy and they even gave me my glasses that day. I didn’t have to wait 2 weeks like at other businesses to get my frames back. Other than that it’s a great place to go to and I wouldn’t let someones incompetence to scare you away from this great business. Will be returning when I need new glasses!

I went to this company back in June 2013 for a contact lens exam. The desk staff were unprofessional, violated HIPAA laws by leaving another customer’s ID and paperwork unattended on the counter for 20+ minutes, where anyone could have taken it, and lied to me about how much I owed. The then-​pregnant hispanic employee told me when I picked up my contacts that I owed nothing additional. I moved out of state shortly after this awful interaction (something they were alerted multiple times was going to happen) and thought I was done with this place.
When I ran my credit report back on February 7, 2015, I found an collections account related to them. I attempted for a period of 3.5 weeks to speak with someone in a position of authority to work toward a resolution, and was handed off to their unprofessional office manager «Carly». She repeatedly blew me off to the point where I had filed a Better Business Bureau complaint, and got the insurance company involved.
Carly avoided the insurance company’s attempts to resolve the issue with her for almost a week, and Eyemed eventually was able to find out that the company had put me in collections for $ 55 for a «lens fitting fee». This amount was a contractual violation as the insurer set the agreed upon price for this at $ 40.
I eventually gave up trying to deal with Carly, and attempted to resolve it with her boss — the business owner — Gail Galantuomini. During my attempts to contact Gail, I was lied to by employees about good times to call back, and at one point was told to call back after 6pm at the Tropicana location to speak with her, as they close at 6:30. After several times calling with no answer, I had to speak with an employee from Eyeglass World in front of them, only to find out that they’re never open until 6:30, and actually close at 6.
The next day I tried calling at 10am, and was told to call back at 10:30. I tried at 10:30, and was told to call back at 2:15. I insisted that I be penciled into the appointments so that Gail would be available. The employee assured me that I was. I called back at 2:15 and was told that she was busy. I demanded to wait until she was available. 15 minutes later, another employee picked up the phone and told me again she was busy. I told him I’d be happy to wait all day, because if I didn’t speak with Gail on this call, my next call would be to the Nevada Optometry Board. I was placed on hold for another 15 minutes, and Gail finally decided to take my call.
Gail was more interested in griping about how I had filed a BBB complaint and how I had written a bad Unilocal review about them than about resolving my issue, addressing her staff’s lying problems, or addressing why they intentionally overcharged me for a procedure and refused to correct it until the insurance company compelled them to. I explained to her that the review and BBB complaint were a result of her staff’s terrible customer service skills and lying problem, inability to explain the charges, and refusal to work toward a resolution. We came to what I thought was an agreement, but I ended up having to work it out with the collection agency myself. The agency also informed me that Gail had blatantly lied to me, by telling me that they would charge her fees for the account if she withdrew it.
She asked me to call her back at 5:30 on 3÷3÷2015, but only after I pressed her for a time to finalize our agreement. When I called back, I was told she wasn’t available, and to call back at 6. I called at 6 on the dot, and then tried to call again for 15 more minutes. When someone eventually bothered to answer the phone, he told me that Gail was too busy to talk to me and I could either leave her a message or send an email.
Gail, if you read this — and I’m confident that you will — you and your staff need training in customer service and business ethics. If your staff can’t be trained, then fire them and replace them with people who understand how a business works. In the medical field, customer issues — ESPECIALLY ones involving billing and insurance — are of a high importance, and it should never take 3.5 weeks of brushing off to resolve.
Considering I had to get the collection agency to resolve the issue myself, you can be thankful that I’m only writing a review about my awful experience dealing with you and your ignorant staff. You can also be thankful that I didn’t call Judi, the director of the Nevada Optometry Board after I got off the phone with you, because when I had previously spoken with her, she told me that while she couldn’t «get my money back», I have a completely valid complaint which could be recorded on your license to practice permanently. I had the notarized form in my hand the day I spoke with you, and the next day, I received a call from the NV Attorney General’s office, who were also quite interested in the issue. Since I had achieved my desired resolution, though — no thanks to you — I asked them not to.