The worst customer service I have ever experienced. The front desk refused to release information from my past exams due to an unexplainable "policy". Mind you this was told to me AFTER I was on hold for 5 minutes as the receptionist looked up my request! After being a patient for over 10 years, I won't be back. Too bad as I have always had a good relationship with Dr. Orvis; if only she had a honest and caring staff. read more

At a different eye place the lenses of the glasses I ordered were made wrong once delaying shipping and then on the day I received them they were wrong. It took 14 days to get them and would take another 7-10 days to get them redone. I cancelled the order on Tuesday having lost confidence in the lens manufacturer. I have just had my fourth eye surgery a corneal transplant and my glasses being correct is super important after all I have gone through. I went to Family Vision Center to see the selection of frames they had. They had a great selection of a variety of different shapes. I went the same day I cancelled the others. I did not realize they see people by appointment (COVID). They did not have people scheduled that day apparently. Even though they weren't seeing people that day they gladly helped me find a frame I liked. The previous place had to cancel the order in the system and have it cleared before they could place my order under the new insurance. There were issues getting this accomplished and they spoke with my insurance company five times to get the order through for me. They were friendly, professional and willing to help me get this done so I could get my new glasses. I can't express enough how pleased I am with this business. read more

I've had the best care and best service of any vision center I had been to - and am sticking with Family Vision Center for the long haul. I have extreme astigmatisms and have had a very difficult time finding a doctor to fit my contact lenses. Dr. Orvis worked with me until the fit was just right - including weighting adjustments (which no other doctor had done before). I can now comfortably wear contacts - and actually see very well while wearing them because they stay on my cornea instead of moving around. On two occasions in the past 5 years, I decided to only swap out my lenses since I didn't have the money for new frames. There was zero pressure for me to buy new frames. They simply ordered the lenses, called me when they came in and swapped them out. When I am ready to get new frames (every other year), the staff has been very conscientious to find not only stylish frames (that go well with red hair), but also frames that are within my budget. Additionally, about 4 years ago, I had horrible stinging in my eyes so I called the office. They got me in for care by the end of the day - and I was diagnosed with cornea ulcers in both eyes. I was given the appropriate treatment and my corneas healed well. (This could have been disastrous if it was not treated quickly and correctly) I've recommended Family Vision Center to my friends and family members, and they have all had positive experiences as well. I am grateful for the care and services they provide and could not imagine having to go elsewhere. read more

My family and I visited Family Vision Center in Cedarburg and instantly knew we were in the right place. We were greeted as soon as we walked in the door by the friendly staff member. Dr. Orvis was very informative and took alot of time to get to know my family. The selection of glasses was perfect and the prices were very fair. The girls helping us pick out our frames were very sweet and knowledgeable as well! I would highly recommend this office to everyone. read more

This was my first time visiting Family Vision, and I was very dissatisfied with my service. The receptionists and the doctor were great; this is not regarding them. This is specifically aimed at the individual selling glasses as well as the office manager. I did not need a new pair of glasses, but my vision changed slightly and because my insurance covered it, I agreed to get a new pair. I had expressed that I was very happy with the ones that I had and was even considering just replacing the lenses on my current frames. She picked out a few pairs for me to try on, and I ended up finding some I liked and went with them. While we were doing our consultation there was an in office birthday party celebration and the lady "helping" me was very disengaged and eating cake. When I came back a week later to pick up my glasses, I was surprised to hear that I owed $200 out of pocket. It turns out my frames were way over what my insurance covered. News to me. Additionally, there were multiple upgrades to the lenses that I had never agreed to or even heard of. She didn't go through any of those costs with me. I remember her looking at my old glasses and writing down what she assumed I wanted on the new glasses. Plain and simple, if I knew I was paying $200 out of pocket, I would never have agreed to any upgrades or frames outside of my insurance range. When I tried explaining my confusion to the lady that sold me the glasses, she kept putting the blame back on me saying that I was distracted, but I wasn't the one eating cake. When I talked to the office manager, she was extremely rude and non-accommodating. The office manager sided with her employee, and very condescendingly explained to me how insurance works and that her employees always go through everything, and that if I return the glasses, that I will lose my benefits for the year. She never offered for me to come back in and find frames in my price range and never once apologized about anything. I have never felt more taken advantage of. I had gotten my current glasses at a different vision center and knew exactly what I was getting and what I was paying for. It is wrong to hold information from customers or explain it inaccurately just to get the most money out of them. My whole family goes there, but we will be taking our business elsewhere. read more

This review is solely on the individual in charge of selling glasses, not the doctor. After comparing our order with other competitors, we discovered that we were oversold on almost every part of the eyeglass purchase with no ability to cancel the order. We were not informed that the purchase was non-cancelable. I would NOT recommend this practice for this reason. Individual in charge of this department was not helpful and condescending. Considering a report to the better business bureau. read more