New Mexico Eyecare

I am very disappointed that this review is coming. I and my family have been going to NM Eyecare for several years now and have received great care from their doctors however the staff I experienced today was anything but that. Unwilling to fully listen to my needs, and unwilling to work to find a solution to meet those needs. All I got was disinterest, and I can't help you without even asking me what and when of my needs. Very disappointing.

I went for an eye exam and purchased bifocal transition lenses and frames through my insurance which they accepted.After a short period of time the transition lenses only transitioned on half the lenses. When I contacted the staff, they requested a picture which I emailed.I was notified that the new lenses arrived and that they would put them in the frames while I waited. I went there with my contact lenses on, they switched out the lenses but I could not try them out due to contacts.When I went home and removed the contacts and put the glasses on I could not focus correctly. I decided to flip the frame making the L and R lenses opposite and was able to see better, but not great.I called the next day and the staff couldn't believe that they put the lenses in backwards. And asked me to come back again so they could confirm. And that was the case, they also chipped the paint on the frame the second time. After wearing the glasses I noticed that my vision wasn't as sharp as the previous pair.I contacted them I person and they stated that possibly my vision changed since now we were several months since the original exam and I would have to pay for another exam.I then went to my insurance company to complain about one of there providers. They let me go to another provider which cost me money out of pocket, but at least I could drive with the new glasses.A supervisor from my insurance company contacted the owner and David agreed to pay partial reimbursement and sent me a check.I contacted David to discuss the amount he arrived at and he said that's all I can give you since your insurance company is at fault since I have to use their recommended lense fabricators. And admitted no fault of their own as far as putting the lenses in backwards chipping the paint off the frame and my numerous trips to correct this situation (I do not live in Albuquerque).I mentioned to the owner David that he would not like where I would go next to get satisfaction which was not received. And he stated "I own the business and I always win".Is this a correct attitude for a business owner to conduct with a customer?

I've visited New Mexico Eyecare for my eye exam and they were extremely thorough, knowledgeable and spent plenty of time with me answering all of my questions. When I returned to pick up my glasses and contacts the service was spectacular with courtesy and safety in place. Thank you so much - I highly refer New Mexico Eyecare.Douglas

I liked my Optometrist Dr. Haney. I thought he was great but dealing with the staff was another story. Miscommunication from the start while setting up my appointment and dealing with new staff members, along with being charged originally for a special eye examination that I never received and the communication breakdown I had with the office manager on charges I am to pay. The office manager stated I was being difficult because of a bad experience I had with another vision practice. He made me feel as though I caused problems where ever I went. That was a personal attack of my character for an unfortunate life changing issue that had nothing to do with my "eye examination" at NM Eyecare. Very poor taste of a defense mechanism coming from an office manager. My sister was also a first time patient and she agreed that the staff "was all over the place" and "very dis-organized".

Before I give my full review of this place I do want to say that the doctor was great. The one star and bad review does not reflect the doctor in any way.On October 17th my wife and I went to NM Eyecare for the first time. While the CSR was nice to us, the what I believe is the office manager had a terrible attitude. They had to order a trial contact and when she received it, we were never told that she needed to call back and let them know if they worked or needed to have follow up. We waited about two weeks before we called and were told she needed to come in for a follow up. One of the contacts did not work properly as it cause her eye to be blurry so she threw them away. When we went for the follow up, the doctor asked her where the contacts were. It was then that he told this office manager that my wife threw away the contacts. The office manager then rolled her eyes because she threw away the contacts. We were never told we had to hold on to the contacts You'd think they'd have it in my wife's file what type of contacts were given. We noticed that she rolled her eyes so my wife told her that next time she wants to roll her eyes to make sure we weren't there. She did not respond to that. The owner was there as well but did not acknowledge this.Now for my experience. I was asked by the doctor if I wanted to have my eyes dilated (it was a Saturday). My initial appointment was to have my eyes dilated, however, I was called a few days before and was told they couldn't do it on weekends (no reason given). The doctor found it strange that they would say that. I told him I'd have to reschedule for that and confirmed that he could do a eye dilation on a Saturday. When speaking with the office manager she stated that she'd need to speak to the owner to see if the doctor could dilate my eyes on a weekend. When she called me back she told me the owner said no to dilating the eyes on the weekend. No explanation was given but that the owner said no. My thoughts on this is the doctor is the one who makes money for the owner. If he said he can do it, why not allow him to do it? If it weren't for the doctor she wouldn't have this business running.The office manager needs customer service training because her attitude is not the greatest. They have lost our business.

Horrible customer service. Called my insurance to confirm I had a free eye exam each year and it was confirmed. Searched on my insurance website for an approved optometrist near my zip code and this place came up. Made an apt and provided my insurance info and the apt was confirmed about 10 days out. Got to the apt and was advised they in fact do not take my insurance.

EDIT: They ended up seeing me after all due to a no-show. Doctor and other staff were ok. I added a couple of stars. My wife and I were 10 minutes late for two full appointments and they refused to see one of us. At least they let us pick who they saw. I wouldn't come here again even if it were free. Seriously. We were the only people I saw here except for someone getting fitted for glasses. They certainly didn't turn away my business because they were too busy. And then they were several minutes late to call her back. We'd even profiled out their paperwork from their website.

Amazing customer service from the moment I stepped in the door. They were professional and extremely kind. I would highly recommend them!

I paid an exorbitant amount of money for my glasses but have to hold stuff at arms length to read and have to tilt my head back to see clearly at a distance. Three screws have fallen out of these frames now and they have called me twice now telling my replacement frames have come in but both times they were allegedly the wrong ones! Now they say they can't get those frames but they'll order screws.... then she tells me that the screws are for decoration only. I had to actually show her that they are not that they hold the stupid frames together. I will never purchased glasses from these people again. Terrible customer service. I did like the doctor though and there's nothing wrong with my prescription because I purchased safety glasses for work with that same prescription and can see great with those.

I recently changed insurance plans and New Mexico Eyecare became the most convenient location for my optical requirements. I had no trouble setting an appointment for both glasses and contact lenses. I found the staff to be considerate and very helpful. But the big deal for me was the collaborative nature of the process they offer. Once the eye tests were completed I was able to discuss specific needs and uses I have and the doctor was very accommodating to define my prescription based on these specific requirements, further the front end staff was pleasant and competent. I am pleased that this clinic will be my new optical provider. The only take away is the cramped parking area but this is a shared lot so I do not expect that to improve. I would recommend this clinic to others.