Simon Eye Associates

Super sweet front desk staff and Dr. Tic I was born quick and thorough. Wonderful experience.

My customer service experience with Gillian was stellar. The selection of frames could be improved/​expanded.

I just showed up for an appointment that I confirmed only to be turned away because my appointment was cancelled. I received the text to confirm the appointment and I confirmed. They weren’t able to fit me in although I rescheduled my day for this and they didn’t have any idea why my appointment was cancelled. I’m done with this facility.
I received a call from Concord Pike Simon Eye Associates, today. They apologized for the inconvenience and didn’t try to make an excuse. They were able to fit an appointment in for my schedule and offered to compensate me for my inconvenience. I’ll give them another try.

Sad to say I will not be back here. I absolutely adore Dr. Jeppe and the wait time is fantastic. Sometimes it takes a while to get an appointment but it is worth the wait because Dr. Jeppe is one of the best doctors — not just optometrists, but doctors — I have ever worked with. Having said that, sadly, there are issues with the staff.
Long story short — Dr. Jeppe proscribed an ongoing, monthly eye drop for me because I have very bad year round seasonal allergies and over the counter products just were not working. I actually went in the first time thinking I had pink eye. Dr. Jeppe took one look at me, put the drop in and it worked. It was not pink eye but rather untreated seasonal allergies. My insurance company paid for the drop for over a year. I then received a letter saying they would not cover the drop unless they received a pre-​authorization. I called the insurance company. They said they simply needed someone from the eye doctor’s office to send a fax saying I had tried over the counter drops to no avail. I had just picked up a recent prescription and wouldn’t need a new bottle of drops for a month so I called Simon Eye thinking I would be proactive and square everything away early. I was told Dr. Jeppe was on vacation and nothing could be done until he returned the next week. I was assured it would be handled, though. Having heard nothing two weeks later, I contacted my insurance company. No pre-​authorization. I then called the office. I spoke to the same woman — who had forgotten to send the pre-​authorization. A few days later she called me back and said that the insurance company would not cover the drop and that Dr. Jeppe said to just take something over the counter. I then called my insurance company — no record of anyone from Dr. Jeppe’s office calling. I was then assured again that all they needed to do was fax them saying I had tried over the counter drops and that they did not work and the prescription was necessary. I called Simon Eye back. At this point, I needed to pick up a new prescription. I was going to just pay out of pocket but I was told by the pharmacist that it would cost $ 228. That is the only reason I stayed the course with Simon Eye. I called on a Friday. Called my insurance company the next day — no pre auth faxed. So I called SImon Eye that Saturday. I was told no one was in the office and it could not be done until Monday. I was told it would be done though. I called Monday morning around 11:00. Not only had it not been done but there were no notes about this in my file. I was assured it would be done on Monday and I was also asked to leave a message for the office manager, which I did. Tuesday I called the insurance company — still not done. I called Simon Eye again. Today, Wednesday, I was finally able to pick up my prescription as the pre auth had finally been sent. Just now I received my call back from the office manager. In her voicemail she said, «I understand you are calling about a refill. Dr. Jeppe said he cant refill it because the insurance company wont pay for it so just take something over the counter.» The level of miscommunication at this place is maddening.
I really hope the staff can get it together because I love coming to see Dr. Jeppe but I don’t have the time or energy to deal with this level of incompetence. I hate to use such a strong word here but sadly, un der the circumstances, it is fitting.

Three weeks ago my wife and I came in to get our yearly exam, the Doctor, as always was a pleasure to work with. We both need new lenses, and my Wife was fitted for contacts by the contact lens person. This is where it went very wrong.
Not only did she order the wrong contacts, but was horrible to deal with when trying to correct the issue. She huffed when we asked for a printed copy, as if we were bothering her. She would not discuss the issue at all, and we had to be overly assertive to get in touch with the Doctor. We then had to return for a second exam and fitting.
At this time the Doctor had her change to a new type of contact. He very, very clearly stated to have the Contact lens girl place a rush order and have it arrive by last Friday. (August 23) She was given enough samples to last until then, but that was all they had at the Concord Pike office. The contacts were to arrive that Friday to coincide with the last pair of sample (daily) contacts. They not only did not arrive on time, but when we phoned to see what the issue was, they had no answer.
Again on Monday August 26^th we went to the Concord Pike office, and they were still not there. This time the lady behind the desk told us they would not be in for another 4 days.
Bear in mind that my Wife cannot wear glasses (as recommended by the Dr.) due to her prescription. Not only did she not have any contacts, she was unable to see at all. She spent today on the couch with a Migraine.
I went to the Concord pike location today for her, and retrieved the new contacts. To add insult to injury, they wanted an additional $ 20.00 for an unknown fee. Let me be absolutely clear that the Doctor was great as always, but they are severely in need of better help in the Contact fitting department.
We will no longer be a client, and wanted to provide this review to
as we don’t want other patients to have to go through what we have been through in the last month.