Red Rock Eyecare

Okay so our appointment for my boyfriend was at 10 AM. We arrived at 9:55 AM and were told by Diane at the front that the office was not open. We waited and looked at frames until the office door opened at 10 AM. He filled out his paperwork and then about 5 minutes later he was called back. Dr. Crisler came into the room with him. He had picked up an eye book that was sitting on the counter next to his chair while he waited. The doctor walked in and grabbed the book out of his hands and put it up on a top shelf and didn’t say a word to him about it.
Diane was very nice and helpful, the prices were right, but we will not be returning to this store because of the DOCTOR. She should have at least said something to him like an adult, not just take it from him and put it on a top shelf away from him like a child.

This place is a hit or miss. It’s impossible to get an appointment the day of so don’t bother calling to get one. I only like a few of the receptionists, the other ones have bad attitudes and are bitches. The time varies, there are a few times where I have been in and out in 20 minutes or stuck for 1.5 hours. I love Dr W. He’s probably the best optometrist there! He always makes me comfortable and answers my 900 questions about eye health, and contact lenses! Their prices here are very fair since I don’t have insurance. This facility is my one stop shop for contact lenses and glasses for 2 for 78 $!
Although the place is located in the ghetto, the facility is super clean! It is located inside eyeglass world once you walk in the door you can see the doctors office.

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.

Anyone can provide a service and be nice enough providing that service, but when it comes to billing and dealing with insurance — that is when you find out how competent a business really is. And this is where RedRockEyecare has lost any future business with me. RRE examined me in March 2014. They were calling the wrong number to process insurance and said they had rectified the problem. In November 2014 I received a statement with charges past due because insurance would not go «threw». When I called and was finally was able to speak with someone in billing they said they would call the correct number (they still were calling the wrong number) and try to get it settled and if they were unable they would call me back on Monday. I never heard from them so two weeks later I called and spoke to the receptionist and she said the file was on the desk with a note that insurance would not go through. Still hoping to get this resolved. Insurance billing is really where a business/​doctor shows their true ability when providing professional services. Just left my fourth message…

This office is located within an Eyeglass World, but does business separately. I made an appointment by calling Eyeglass World initially and they transferred me. I was able to book a back-​to-​back appointment for my daughter& myself within 2 days.
As a cash patient, their pricing is excellent. While I was filling out paperwork, I heard a staff member on the phone explaining copay amounts for specific insurance programs, so if you have vision insurance, feel free to call them and I’m sure they’ll look up your benefit information. You can have a glasses-​only or glasses & contacts fitting at a slightly higher free (but you get a sample pair of contacts as part of your exam). Paperwork and payment was easy, but note they only take cash, credit, or debit (no checks).
Eye exams have become so fast and easy now with automation, and this office has the newest equipment so getting the new Rx’s was fast and easy. I passed on getting my eyes dilated this visit, but be aware they offer it very inexpensively so if you want to take advantage, plan ahead on bringing a driver for yourself if you’re sensitive to the glare afterwards.
Contact fittings include a free follow up a week later and should you have issues with your glasses prescription and can get back in with the Dr within a month, I believe. You can then take your prescription to Eyeglass World or wherever you like.
We’ll definitely return.