Family Eye Associates Optometric Group

I cannot speak more highly of Dr. Severin and her staff. I have had nothing but great experiences with them! I recently moved about 4 hours away and had to start seeing another eye dr. I have since decided to return to Dr. Severin, even though her office is so far from my home and work. The office staff is always friendly and I never have a problem scheduling an appointment or having any of my questions answered. I have known Dr. Severin for years and trust her 100%. She is always very nice and asks about my family and explains my exam results very clearly.

I have been trying for years to get accustomed to wearing progressive glasses. I went through 3 pairs of glasses which cost hundreds of dollars and 2 other optometrists with no luck until Karri at Dr Severin’s office helped me out. Karri patiently listened to my problems, recognized what the issues were, and got me set-​up with a different sort of lens and frame. Now I am happier then I have ever been! Actually wear my glasses now instead of them gathering dust in a drawer somewhere. Thanks Kerri!

i went to this office because of the convenience of it being close to my house. from the time i called, to make the appointment until picking up the glasses, i was treated very professionally by all the staffs. i was greeted by the front desk, even when she was on the phone, and was helped immediately by the other person. the doctor was on crutches and was concerned with some of my test. i was referred to a specialist for my left eye and they did follow up on it. i asked for a copy of my prescription and they got me one within a couple of days. i was given a call to pickup my glasses and everything was cool until next year. eye gear selection was limited but it was the latest in fashion, i guess.

I had one eye exam (with contacts) and purchased a set of glasses from this office in 2008.
I went there because I didn’t like the service at my prior optician (in Vacaville) and I told them that up front.
The eye exam was about what I expected. The glasses selection was broad. The Dr listened when I described my problems with contacts and offered a few different solutions.
From there though, it went downhill.
I got an eye infection while trying out the contact lenses. I don’t blame them for it, at all… these things happen.
I canceled my contact lens follow up and it took a while to get over the infection (Dr said don’t wear contacts for 6 weeks). Never during that time did anyone call to reschedule, nor did they ever apologize or express any kind of sympathy. In fact, during that time they moved, with zero notice, and the phone number I had was disconnected.
I assumed they went out of business.
When I bought my glasses, I opted for every option and spent a lot of money. Top of the line frames, sunglass clips, scratch coat, high density, uv, etc etc.
Within a year they began to scratch really badly, like some coating was flaking off. Well, since they were out of business (or so I thought), my warranty was junk.
Anyway, fast forward to 2010 and my supposedly indestructible frames (which I also paid a fortune for) broke. Web searches lead me to realize my failure was very common. I managed to contact the manufacturer and they arranged a free replacement of the frames, which I was very appreciative of… but they’d only do it through the Dr, who had simply moved across town.
Well, I wasn’t amused to have to go back after I’d burned both my scratch warranty AND my contact lens appointment, but I really didn’t want to have to PAY for a new frame, so I went.
Their customer service is still not to my expectations.
a) the first person who called to confirm they were getting the frames from the manufacturer was difficult to understand on the phone.
b) I expressly told him to call my mobile phone since I travel a lot and don’t check my home phone much.
c) When they called to tell me they had my frames they called my home phone, which I didn’t get for a while, causing me to needlessly go without my glasses for an important trip.
d) They keep seemingly random office hours. I’m not sure how you «just drop by» that way, you really have to call and ask anytime you might be coming by.
When I finally DID go get my glasses, everyone was very, very polite (though I don’t think anyone knew the backstory, so I don’t think it was contrived). The two women who helped me knew what they were doing and clearly were working hard to care for their patients.
Based on that, alone, if you’re a current happy customer/​patient, I wouldn’t hold my review against them. I also would seek to get a personal review in addition to mine… maybe mine is an isolated incident and this is a great place. It certainly has some good people.
My only negative about when I was actually there to get my new frames was about the Dr. If you run a medical facility where everyone in the place is there because of you, you really need to be attentive to them. I expect the Dr. to say hello to anyone they see in the office they haven’t talked to that day. Period. Doesn’t have to be an elaborate conversation about dinner last night or the local news, just a polite hello, good afternoon, that sort of thing.
The Dr. walked past all of us in the waiting room several times and never even acknowledged our presence.
If my dollars are funding your life, I at least deserve a smile, a wave, a simple hello, etc. Maybe my standards are too high, but that’s what I expect.