Pack and Bianes Vision Care Optometry

On my last eye exam I got to meet Dr Perez who is as equally great as Dr Pack and Dr Bianes. In addition, other reviewers say the front office staff and opticians have issues – I say this is true as I experienced it recently. However, the greatness of the eye doctors offsets the ‘sometimes’ unsatisfactory service from the other staff. You can never really find a 100% perfect eye doctor’s office. It’s either you have a great staff but the eye doctors are crappy OR the staff sucks but the eye doctors are phenomenal. I choose the latter.

amazing doctors. office staff very nice and very helpful. this was my first time here and will defiantly come back with my family and refer my friends

I was referred to Pack and Bianes because I was looking for a place with quality products and service. I am completely happy. They made the best Progressive sunglasses I have ever had for driving, golf and reading my GPS… I have a several costly pairs from other places that I never adjusted to. I got good advice on the frames, the exam was thorough. I especially appreciate how they squeezed me into their full schedule on a late Friday afternoon because I had an eye problem that came up suddenly. It would have gotten a lot worse if I did not get prompt care. They tested me thoroughly, asked good questions before they made a diagnosis and prescribed drops which are working.

I love this office and staff. Everyone is extremely helpful and friendly. They have a great selection of designer glasses as well as casual kick around styles. They also have a video game in case you have to wait a while or have children.

I had been going to Pack and Bianes for the past two years and I’ve had great service, however, this year I switched my vision insurance. Evette called me to ask for my new vision insurance and so I gave her the new vision insurance company name «UnitedHealthcare Vision Care» and she kept telling me, «Ma’am you have to give me your vision insurance name not your medical insurance name» again I repeated «UnitedHealthcare VISION care» and again she kept telling me that I was giving her the wrong info and she was responding in a very aggressive and rude manner. I had to tell her that I don’t have medical insurance through UnitedHealthcare I have it through Blue Shield of CA and finally it clicked. Anyways, she told me that I had to call them and see if they’re in their network… umm isn’t that your job to check and wouldn’t you have all of the resources to check that information in the first place? I have never had an issue in regards to customer service until today and I’m seriously seriously upset with how she spoke to me. I told her to just cancel my appointment because I’d rather go somewhere else who values my business and doesn’t speak to me like I’m a child.

I’ve been going to Dr. Pack for three years now, and he’s a great optometrist. Unfortunately I gave his business only 2 stars for his rude staff. Dr. Pack is a very knowledgeable person, and I hate to see his business go down because his staff are rude and liars.
I usually get a card in the mail updating me on my yearly appointment. Unfortunately, I did not receive one. I did receive a call from the receptionist, and off the bat she was being a total witch. She came off as blaming be that the appointment reminder never came, and that I should have known I had an appointment coming up. Then she began to say that if I didn’t confirm my appointment now, she would cancel it and someone else would get it.
After I had my appointment I knew it takes about two weeks to get my contacts. When I realized that it had been three weeks, I called to follow up on my contacts. Again, the receptionist was being a total witch. She had her same bad attitude and said my contacts had come in a few days ago. I asked them why they didn’t call me. They’re response was that I should have received a text from them. I never did. And no courtesy call to follow up. They shouldn’t have to rely on a text to inform customers that their glasses or contacts are in. She kept insisting a text was sent even when there wasn’t.
When I went to pick up my contacts the person who have me them just said ‚“here,” then turned around. No thanks you for being a customer or have a nice day
I’m sorry to say that they’ve lost a customer. It’s not just this incident that upset me. But last year when I went I got lousy service. This person tried to make me pay twice for my contacts and would not give me my contacts until I paid her. I had to find the original person I dealt with to sort this out. My brother has also noticed customer service at this place is going down and will no longer be giving business here.

I have gone to Dr Pack for a year now and I have to say that he is so meticulous that it puts me at ease. I am very happy with his work.
I also would like to thank Vicky from his office who helped me and went above and beyond to get my insurance to work with them. She was so helpful and saved me over $ 150!
I am more than grateful and super happy,
thank you!!!

The doctors are amazing and friendly here. On the other hand, the reason I am giving 1 star is because I always encounter rude staff. Every time I call, receptionist talks over me, is very unhelpful, and overall extremely disrespectful– horrible attitude/​tone of voice. The previous time I was there, I was given false information on the appointment charges while booking my appointment, therefore having to pay more than expected. Then to top it off, I was charged over 1 thousand dollars on my card when it should have been around 1 hundred. If the staff is not switched, or trained, I cannot continue nor recommend your services. Thanks.

Going to Pack & Bianes for years… Always a great experience. First time seen by Dr. Perez, where has she been… The best thus far hands down after seeing me and my daughter.
On to glasses, Vicky was exceptional. Made the tough hunt for the right pair enjoyable. And explained some things I didn’t know.
Why not five stars you say? The Eastlake office suffers from lack of choices in frames, the only drawback in my opinion.

— This review of 5 stars is for the doctors, staff gets 1 star — see detail below!
This part of the review is for the doctors, specifically Dr. Perez who is beyond awesome at what she does and has been life changing to my son who has eye problems and great with my other two kids. She has a great personality, is great with kids and knows her stuff. Highly recommend her for both kids and adults since she is my doctor as well.
My husband and parents have seen Dr. Pack and have been very pleased with him.
The doctor’s assistants (the ones that do the tests) are nice and professional.
This part of the review is for the scheduling staff and the opticians checking out a patient. They get one star.
Scheduling staff does their best to find an appointment, which is great. But, when they call to remind the patient about the appointment they are just not nice, say to call within 24 hours or they’ll cancel the appointment (threatening) once you call before the 24 hour, you can find out they cancelled the appointment, or if you call to confirm, they keep calling and calling to confirm, as if once were not enough and they forgot they called.
The check out process with the optician takes forever! Even if you are not buying glasses or contacts. Also, opticians sell you upgrades without even telling you its an upgrade or telling you what the insurance covers at 100% and go from there. I hate this process, specially when I have taken my kids to be seen so they have to be there.
It would be nice if the doctors came up with more efficient ways of handling checkout and confirmation of appointments, they would have happier patients.

My family and I have been patients at Dr. Pak & Dr. Bianes for years now. It’s always a pleasure coming to visit the doctors and staff. Everyone there is so nice and willing to help. I’ve never encounter a bad situation there. The staff has always gave us great customer service and the assistance that check our eyes are so thorough. And the doctors are outstanding! My children love going to get their yearly eye check up. I highly recommend visiting this optometry.

Dr. Pack and Bianes are wonderful. I was very pleased to have Dr. Perez perform my eye exam. Super friendly and very knowledgeable. The entire office is Stellar.

It was my first time here, I was looking for an optometrist and saw this place had good reviews and wasn’t too far from me. I’m really happy I chose to come here! It was really easy to book an appt, find the place and be seen in a timely manner:) The staff is really friendly, and the doctor I saw was knowledgable and nice:) I went to a different optometrist last year and after my visit at Pack and Bianes, I can say the other place wasn’t very knowledgable on filling my prescription. Which is why I never used it or went back. So that’s why they get 5 stars!

I love this place. The staff is really helpful, professional, and they are really nice. The tests they have are simple and really fast. The selection is great too they have a vast array of brands like Gucci and Ray ban.

Great place to go. I was just searching for places close by that took my insurance. They have a good selection of affordable glasses as well has name brand. The doctor was competent and took his time. The results were a great pair of glasses that fit right without any adjustments needed.

Customer service should always be first.
I have been going to Pack and Bianes for over 3 years and have had a wonderful time with Dr. Perez. Unfortunately, I will be changing eye doctors due to the very rude receptionist who kept insisting that she called two days prior to remind me of my son’s appointment. My cell phone records shows they never called. She kept stating that she or some other receptionist called but it’s very clear that they didn’t.
I apologized profusely at first for missing it and tried to book another appointment. She gave me attitude about how they’re hard to come by and there were no guarantees to be able to get one on Saturday. I ultimately asked her to not book the appointment and that I’d look for something closer to home.
5 stars to Dr. Perez, but I have to take 4 away for the poor customer service from the receptionist.

I stopped in here with my mom today to help her look for new glasses. She isn’t that big of a fan of the plastic frames that are all the rage these days and after heading down to Lenscrafters and finding a disappointing selection of non-​plastic frames there, we decided to stop by here on the way home.
When we came in, we were greeted by the receptionist, who told us that Amanda could help us browse the frames. Amanda listened to what my mom liked and didn’t like about her current glasses, and then immediately suggested a lens shape that would flatter her face and found some frames in a color that would work well with her skin and hair.
Although my mom wasn’t quite ready to decide on the glasses just yet, Amanda wrote down the lens/​frame number for her and insisted that we take some refrigerated water bottles with us because it was so hot outside.
Definitely a great first impression with amazing customer service, and I’m sure we’ll be back for the glasses soon!

I love this place! My family has been going to Pack and Bianes Vision Care for at least 12 years now. We used to go to the Terra Nova site, and when this opened up close to home, we were thrilled. The building is beautiful and the rooms and equipment are top of the line.
Both Dr. Pack and Dr. Bianes have given us the very best of service and treated us like family each and every time we have gone in to be seen for regular check ups or even adjustments or questions. They never seem to be in a rush and always take an extra moment to give exemplary customer service.
The front desk is like an old time welcome wagon when Mary is there! She knows your name, she is cheery and always eager to make your visit the best possible. Even on the phone I know I am not just a stranger to her, or some of the others.
When viewing or purchasing glasses, if you get Frank, Norma, or Kaitlin (sp?) sorry!, it is an absolute delight! They know you and remember you and help you as if they are personal shoppers! I just went WAY over my budget, but am so happy that I did, to purchase two pairs of Betsey Johnson glasses that are the best I have ever had because of the young and adorable Kaitlin. She did not push me into a purchase. She was honest and even called me when she found the EXACT pair of my dream. I think that now I may even WEAR my glasses, as I have been stashing them away, year after year, for 45 years, in a drawer, because I never really cared for the way they looked.
Both of my children actually want to go to this place as they feel welcomed. I highly recommend it!

I went to see Dr. Perez for my baby because I was very concerned regarding leukocoria on her eye. Although I have insurance, Kaiser gave me the runaround and decided that my daughter needed a referral through her peditritian. So– they made an appointment for her far into the future, so that I can get a referral to an opthomologist even further into future.
Well, after some research– I found that Pack and Bianes participates into the Infant See Program. This is a program that gives a free eye evaluation to any kids under the age of one. It appears that I was not eligible for this because I am already insured through Kaiser. Long story short– they helped me regardless! They did an eye check up on my daughter, found that she has some growth in her eye, and Dr. Perez wrote up a letter that I took to Kaiser so that they can give me a more immediate appointment.
Despite the fact that they may not be able to service my daughter because she is already insured (unless I decide to pay up front) — they still went the extra mile to evaluate my concern and help speed up the process for her. Needless to say, I WILL be visiting the office for my own personal needs, customer service here is absolutely excellent.
I highly recommend Dr. Perez, she was great with my baby!

I’ve been going to Dr. Bianes for several years now. Upon going to my yearly eye visit, I discovered that they do eye exams as young as 2 months old. I always had the thought that they were to be tested when they started preschool. I’ve known families were the 5 year old child should of been tested earlier to correct their vision. So immediately, I booked an appointment for my 9 month old daughter with Dr. Perez.
On the day of my daughter’s exam, Dr. Perez examined my daughter eyes using lights and different lenses. Later, she asked if she could dilate my daughter’s eyes to get a better reading. After putting drops on my daughter, we waited 20 minutes later and she redid the test.
Dr. Perez was so nice and pleasant to be with. Just to get my daughter’s attention, she would make funny faces and sounds. Making me smile too.
I would definitely recommend Dr. Perez to all babies.