Insight Vision

I will admit that I’m a procrastinator, especially when it comes to making any kind of doctor’s appointments. I just don’t want to go! How long had it been since I’d visited an eye doctor to get a new contact prescription? Who knows? Definitely over a year. I decided I had to go before I’d be forced to wear my glasses full time. So, I did a bit of research to see who took my insurance and decided to give Insight Vision a try.
First of all, the location is easily accessible with plenty of parking, and the building itself is clean and updated. I feel like a lot of doctor’s offices in Arlington are sooooooo old (because, well, they are), but Insight Vision felt new. The staff at the front desk welcomed me, handed me my paperwork to fill out, and called me back after only a few minutes. Before the doctor saw me, it was time for the usual eye tests. I don’t know what these things are called or how they work, but it went quickly and the woman who conducted each test was very friendly and professional. After a few minutes we moved to another room.
Dr. Mark Hanson came in and introduced himself, asked me if I was having any specific problems or if I had questions, and then began the eye exam. He’s full of knowledge, tips and tricks for contact and eye care, and is a really friendly man. Overall, the experience was pleasant, quick, and easy. Dr. Hanson recommended a new brand of contacts for me, and I had a pair fitted right then. They felt great! Because they had this brand in my prescription in stock, I was able to take home several boxes that very day. So convenient and appreciated!
I definitely recommend Insight Vision. I had such an easy-​breezy appointment and no problems at all with scheduling, my insurance, or payment. I won’t hesitate to go back when it’s time!

February 7, 2014
Linda Laws
Arlington, TX 76 012
Dr. Mark Hanson
Insight Vision
2351 W. Lamar Blvd.
Arlington, TX 76 012
Re: Appalling customer care, 2^nd verse
Dr. Hanson,
I received your disappointing letter of Feb. 4 and appreciate the checks you enclosed. If this is how you respond to a long-​time and now dissatisfied customer who had the courtesy to share concerns with you about the way she was treated by your office staff, I can only conclude that you agree with this treatment.
My goal in writing my Feb.1 letter was to make you aware of the events that had transpired with Roger Spillman over the last few weeks and to let you know that your patients perceive your front man to be untruthful; my goal was not to ask for money. I asked in the letter only for a phone call (twice), which I have still not received. [For the record, I had also left a message with your office early in this scenario for a call back from you to ask your advice about the problem I was having with the new Acuvue Advance Plus lenses, but you did not return my call then either.] Will you not return a simple phone call to a loyal customer of 15+ years?
Your letter stated that the first check enclosed was for the 2 boxes of lenses that I had marked on. Had you read my Feb. 1 letter thoroughly, you would know that I am able to return those boxes to Johnson & Johnson through the Acuvue Money Back Guarantee program. If, in fact, this check is for the unopened and unmarked boxes that J&J believes should have been accepted as returned to you and that you now appear to agree should be refunded, then the check is inadequate, given that Roger required additional payment before he would reverse the insurance authorization. Please call me to discuss. (FOURTH request for a personal conversation).
You said in your letter, «If I’m unhappy with a merchant or service I just move on and don’t go back.» Well, if I’m unhappy with a merchant or service I care about, I will often make the effort to repair the relationship to make things better going forward, and, as Director of Sales Operations & Customer Support at my workplace, I am genuinely grateful for the opportunity to do the same when our customers express concerns.
This is your loss, not mine. I intend to share this experience with others, and have already found two alternative eyecare businesses who agree that Insight Vision’s customer care was shameful.
Last question, just to be clear: Are my husband, son and daughter also no longer welcome as patients of yours?
Linda Laws
817-​xxx work hours
817-​xxx non-​work hours

I’m the kind of person that likes to thoroughly learn about products before I buy them and research all my options. I visited several optometrists to fill my reading glasses prescription who were very professional and competitively priced, but Insight won my business right away.
I met with Roger, who was obviously extremely knowledgeable in every aspect of corrective lenses, including the available materials, coatings, and surfacing options. I appreciate technical information over sales jargon, and he delivered that in depth. He also said that Insight is one of only a handful of optometrists in the country that are able to use an anti-​reflective coating made by Seiko that is comparable to Crizal (something I was specifically looking for), but at a lower price, which was great.
Bottom line, I made it out the door with a product I feel is identical or superior to what I had been quoted for elsewhere, and at about $ 30 cheaper — and that’s with bringing in my own frames! Oh, and one day turnaround. The office was very neat and the staff were completely professional. Great people to work with. I highly recommend them.

First off: my exam was thorough and pleasant. That’s a good thing, but really, it is (and should be) the standard minimum criteria.
The reason I dislike this place is their bias against consumers choosing to purchase their frames and lenses offsite. Here’s a schedule of fees that was given to me AFTER my exam…
Additional copy of prescription (if you lost your original): $ 15
Single Vision — P.D. Optical Center measurement: $ 50 (A measurement is required for ordering online and involves looking through a device similar to binoculars and takes less than 30 seconds)
Flat Top — multifocal — P.D. –Seg Heights: $ 75
Progressive — multifocal — Mono P.D. — Seg. Heights: $ 100
«Prescription verification:» starts at $ 30
With previous optometrists, I was provided this information without additional expense, and assumed it was the standard of care. If you typically purchase your eyewear and contacts from your OD’s office you will probably enjoy your experience. However, if you have come to expect more freedom of choice, this is probably not the place for you. I wish I had known ahead of time.