Keeton Vision Care

Let me start by saying Dr. Keeton was very nice and professional. My experience with him was great. My issue was with his office manager, Kathy, which I will explain here shortly, so keep reading. I first went to Keeton Vision last year because my vision insurance changed and I needed to find a new doctor. I was prescribed something different than what was in my previous glasses, something stronger. About 6 months ago, I started getting HORRIBLE headaches everyday. Some days I would get home and feel so sick I couldn’t eat dinner, to the point where I just needed to go to sleep. Being paranoid about Aneurisms because they run in my family, I went to the doctor to get a cat scan to see if this was the issue. After a month of tests and appointments, I find out my prescription was too strong and it was causing my eyes to strain, which (SURPRISE) was the cause of my headaches. Relieved to know it was an easy fix and not something that would kill me, I saw a new eye doctor that the doctor recommended and I got a new pair of glasses (which just so happens to be the same prescription that I had PRIOR to getting glasses at Keeton. I haven’t had a headache since!
I called Kathy to inquire about the cost of getting new lenses in my Michael Kors sunglasses that I paid $ 200 for and got to wear them for just a few shorts months. I also paid for regular eyeglasses, which I chalked up a loss months ago. My concern was getting my correct prescription in my sunglasses. I’m not of the opinion that your eyes get better over time, usually they get worse so I thought if I called Keeton they may replace the lenses for at least a discounted rate!
Boy, was I wrong. Instead I received the worst customer service I have EVER received. This is the only time I have ever been so upset that I decided to write a review. Kathy told me that the policy is 90 days and that most people realize their prescription is wrong within that time frame. Well, excuse me for not realizing that was the cause of my headaches. When the doctor told me it was my prescription glasses I was completely shocked! I didn’t think that was possible at all, so excuse me for being «uneducated». While telling Kathy my story I mentioned that the headache issue was indeed caused by the wrong prescription in my lenses and her response was «that’s your opinion». Okay, lose the attitude! Mistakes happen. It was my mistake for not realizing within 90 days, but the mistake is definitely NOT 100% my fault. When something is wrong or a customer isn’t happy you try to do what you can to help them, to keep them coming back, to avoid nasty review posts. That is not the values that she has and she made that clear. Kathy told me it would cost $ 160 to get my lenses replaced with the correct prescription. I said that I didn’t think it should cost that much considering I paid $ 200 for the frames and lenses last year and all I want is the correct prescription. Kathy again said, «you were not given the wrong prescription» and my reply was «well, that’s your opinion» words right from her own mouth. She then HANGS UP on me!!! So she can dish it, but she can’t take it. I called back instantly. My blood was boiling. I couldn’t believe this woman had the nerve to hang up on a patient/​customer. I paid $ 500 for my eyeglasses and sunglasses last year and this is how I get treated? She said she didn’t want to help me because I was «trying to get something for nothing». Never once did I ask for them to be replaced free, but I did expect them to work with me. She was completely rude from the second she got on the phone and didn’t want to help me at all. I even told her I planned to write a review on her «great customer service» and she encouraged me to saying that they would just rebuttal it. Well, here you go, Kathy.

The best eye doctor and office staff in St. Charles County. We have even moved further away and still drive to this office because of the professional and courteous staff.