I've been coming here for my eye exams for about 6 years now. I've always had pleasant experiences booking the appointment, receiving reminders, checking in, and the actual visits. Because of my sensitive eyes, I opt for the retina photograph instead of getting my eyes dilated - just let the front desk know upon check-in and the tech that takes you back. It's an out-of-pocket cost, but worth it. The techs take you to a different room to have your eye pressure checked and retina photos. Once in the exam room, it's usually a quick (& thorough) visit with the optometrist. I see Dr. Baziz - he's always patient and ensures I have a good understanding of what he sees/looks for. The front desk, techs and Dr. Baziz are all kind and knowledgeable individuals which is why I can't recommend them enough to my family/friends in the area. Though I've moved away from the area, I am happy to make the commute to this practice because I am confident that I am always taken care. read more

Saw some of the reviews and was worried about bringing my dad here for his appointment. Had an appointment scheduled for 10:30 but I thought it was 10:00 so we were super early. The front desk receptionist was friendly and got us checked in. She was very friendly. We only had to wait a few minutes until my dad was called back. The procedure he needed was a part of an ongoing monthly treatment plan. Everyone was friendly and made us feel comfortable. My dad enjoys coming here and if he is happy I am happy. I am confident in the doctors and staff here. Waiting area and all of the exam rooms we went into were clean. I used the restroom and it was clean as well. Definitely looks like they make sure the office is always clean and orderly. read more

Katzen Eye Group - Optometrists Near Me - Lutherville, Maryland

I have been a patient here for over a decade. I am not sure what is going on with them but the service I have received over the past 8 months has been TERRIBLE. I have an eye condition which makes hard contacts medically necessary. I have had this for over 10 years and have never had issues. I love Dr. Williams and his team. But this time around I was told that my insurance would not cover the fitting and that I would need to pay out of pocket ($600 bucks) which I did. When I went in they treated me like I had never been there before, made me fill out paperwork I had already filled out, charged me for the OOP charge after explaining to me like I was a 5 year old that I would need to pay (which I did). I met with their optical department director after the visit and was given reassurances that they were working on things. I communicated with my health insurance company and they said it was a mistake that I was charged (year, like no crap it was a mistake). I tried to call Katzen multiple times and have left voice mails, heard nothing back. Sent an email through their portal - again, nada. So along with them treating me like I was 5 ,charging me when they shouldn't have, I have now been waiting to hear when my contacts will be ready for 2 full weeks with not a word. Their service has dropped through the floor. If I wasn't so trusting of Dr. Williams (Again, I have seen him for over 10 years) I would leave them. DO BETTER. read more

The optometrist was very good as was the assisting staff. The problem is that this is just a factory. Self check-in....sit and wait 30-40 minutes with 40 other people. After initial evaluation, sit in an exam room for 15-20 minutes waiting for the Dr. After that, it's off to optical...sit and wait some more obvious their priority is cranking out as many paying patients as possible rather than a reasonable, professional experience read more

I was a patient years ago for eye exams and always had good results. Doctors were caring and through. Since that time, I have moved to North Carolina and was diagnosed with cataracts. Unfamiliar with doctors in North Carolina I decided to return to Katzen Eye. The staff was very pleasant and made you feel at ease. I had Dr. Nelson who did the surgery, and he was an excellent doctor. He went over everything before the surgery and had a great bedside manner. The surgery was pain free and short. Yes, I would recommend Katzen. read more

A close friend has been coming here for years for her glasses without any issues. However this most recent time she went, she was treated horribly by the man who works there. She went in to look at frames and the man asked if he could help her and she responded saying she is looking at frames and he then says "looking or ordering frames?" A little while later she asked one of the woman if they could open up the locked case so she could try on two of the frames. The man then comes to unlock and when she tries on the first pair, he begins to make comments in a rude manner about how they don't fit her face because of her nose bridge. She then tries on the second pair and he says the same thing again about her nose bridge. My friend and I are both Asian and it is a common feature to have lower nose bridges, but the rude manner he was speaking in felt racially targeted. At this point she is upset and wanting to leave so she asks to take a photo of the glasses. However he refuses to let her photograph the serial number on the side of the frame, which she wanted so she could remember the exact ones she tried on. In fact, the man was smirking and being condescending when refusing to let her take a photo. She spoke with the receptionist at the front who was very nice and apologized for his actions and offered to get her contacted with their manager. The manager agrees that the man is abrasive and very straightforward and how some customers love that about him but others don't. However, the issue was not about him being blunt and straightforward, but rather his hostile and rude demeanor. It is very disappointing that his actions are excused because it's his "personality." She has been a very long time customer here but was very upset with this most recent experience. read more

I would never go back unfortunately they tried to rush you and you don't really get a consultation because they just want you to go in and out get your glasses and leave. My optometrist was just rushing me. He didn't wanna discuss what were my better options he said, and I quote "come on man just make up your mind" or something like that. and so I had no choice I had to make my decision about whether I wanted Bifocals or not or if I wanted them for this and that. but I'm still not sure and he didn't want to give me some options. It's like a factory there to get you in and out...maybe there's just too many people. Better off at a smaller office at a different company. my wife had a similar experience. so now I will make it a point to not recommend Katzen to anybody that I will even go out of my way because they are the worst. read more

Several incredibly rude front desk personnel. Totally inexcusable for a medical practice. Check-in system is also terrible. Will NEVER go back to this place. read more

I called on June 13th to set up an appointment for a much needed eye exam. The representative advised that she had an immediate appointment at 11am. I quickly made arrangements and booked the appointment. During my check-in on the 3rd floor I was advised to go to the other side for my appointment but there was no one there. So I went back to get checked in there and was escorted back over by one of the administrators. Overall I received the best service from all the techs and eye doctor. After my exam, I was informed that glasses were needed for reading. So for the glasses, I had to go to the 2nd floor. The wait can be painstaking but hey they are trying to keep patrons safe. I am very observant, so I did peep some styles that I liked. I watched a tech finish up with one patron, and watched her wipe her nose amd sniffle and not once clean her station after that. I ended up with her and had to ask her to wipe down the area and wear a mask. I was shown the cost efficient frames and picked a frame similar to my blue light glasses which were all clear frames. And was advised that they will text/ call once the frames were ready. Prior to the call/text for my frames, I was advised that the insurance for my eye exam and frames was wrong and was able to correct and they adjusted my payments. I ended up paying over $130 but all was able tk correct the mix up. But this is where I wanted to scream. So the all clear frames that I was supposed to have been ordered was not ordered. The 1st tech ordered the clear frames but added black to the temples (the piece over the ears). I was told to take this pair until the correct pair can be re-ordered. I had to wait over a month for the correct pair to only have this set to be returned because the frame not fitted well. The frames were loose and the lenses were coming out. SMH. So I had to wait yet again for another pair. ‍ I had to work without any glasses and just to survive order readers from a popular delivery company just to get by at work. I think I would just utilize this place for my eye exams but not order frames from here again. Most of their frames start over $100 and up. read more

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Good service by Destiney G today at the counter. I actually stopped in instead of calling because I had a few requests. Destiney was able to schedule an appointment for me, cancel two appointments and take my request to have my records transferred to an eye doctor who will actually see me on time, communicate with my specialist and offer personable and affordable eye care. After 20 years with the Katzen machine, I'm out! Buh, bye! read more

Katzen Eye Group - Don't sit on the sink - Optometrists Near Me - Lutherville, Maryland

I have been a patient at Katzen Eye Group for over 10 years. My Doctor, Dr. Eric Williams is outstanding. He is quite knowledgeable, provides good explanations and answers all questions. The problem is costumer service is totally unacceptable. I needed to speak with the "contact lenses" specialist to inquire about lenses that were ordered; I was told at first that there were no such orders. I was told to explain my concern via the Patient Portal. I did as requested. No answer. I posted another message 2 weeks later, and received no answer either. I called back and spoke to the "Specialist" who was not helpful at all. It was obvious that she did not understand or wanted to understand my issue. She indicated that I could not speak to Dr. Williams and finally said that she would email his assistant and ask him to call me. I asked if she could cc Dr. Williams and she replied "no". Since when can you not cc someone when sending an email? I never received a call. U hate this, but I will be going somewhere else. read more

The experience here continues to go downhill. There is very little customer service. In actually they are quite rude in most cases. Everything is automated at check-in to avoid customer contact. However, they don't use the same technology to advise customers of lengthy delays they know about beforehand or to notify them when the appointment is actually going to happen using the same technology. They are only interested in their inconvenience and are bothered if you have any issues with their lack of customer concern. I would never go back and consider them very unprofessional and mean spirited. read more

My wife visited in November 2024. She paid an additional $39 to have the non-dilated retinal view of her eyes performed as she had done previously in 2023. No issues were identified by the doctor in 2023 or 2024. My wife went to a different eye doctor in January 2025 because she was getting headaches and her prescription didn't seem correct. Not only was her prescription drastically off which caused the headaches but Katzen had missed multiple retina holes in her eyes. Luckily, she went to the other eye doctor for her vision issues otherwise the non-detection of the retina holes could have been much worse. -Reid P read more

no one answers the phone despite office being open. there is no voice mail option. I thus am unable to cancel an appt. online reminder only has "confirm" as an option. read more

On May 1, 2025, my husband and I visited Katzen Eye Group in Abingdon, MD, to undergo eye examinations and purchase new eyewear. My husband ordered a pair of glasses for computer use, and upon the eye doctor's recommendation, he also ordered a pair for driving. I ordered a pair of tinted driving glasses. We were informed that the glasses would be available in 2-3 weeks. After approximately three weeks without any communication, I proactively contacted Katzen Eye Group to inquire about the status of our orders. I was informed that two pairs of glasses had arrived, but my husband's driving glasses had not yet been received. I was advised that the clinic typically does not call customers when glasses arrive but rather sends a text notification. When we visited to pick up the two available pairs, we inquired about the pending glasses and were told they would be arriving soon. On May 30, I followed up by phone and was told to check back, as shipments were being sorted and some glasses had arrived. By June 2, over a month after the initial order, I expressed concerns about the delays. Tracy from the staff contacted the lab to investigate and later informed me that there was an issue with the frames, estimating that the glasses would arrive in about two weeks. Despite multiple follow-up calls, the glasses finally arrived on June 12. Subsequently, we visited the clinic to pick up the glasses and requested that lenses be replaced in another of my husband's frames, as he found his new glasses too heavy. The staff member indicated that the lenses would be ready in approximately two weeks. On June 27, I left a voicemail when I called to check the status but did not receive a callback. I called again on June 30 and was advised to wait until July 4. On July 1, I received a text message stating that the glasses were in. We visited the clinic that same day; the staff handed my husband his glasses and remarked, "here you go," and walked away. My husband wanted to try on the glasses before leaving, but the staff did not facilitate this properly. Overall, I am disappointed with the level of customer service, which I find to be unprofessional, impersonal, and lacking in follow-up. The delays and lack of communication have been frustrating, and if I had not been persistent, we might have never received our glasses. At this point, I believe it is necessary to consider alternative eye care providers. read more

Dr. Leikin was supper. However, scheduling appt was an issue. It took too long for anyone to even call me back. Now, I want an out-of-pocket surgery (10K+), so I have been on the phone for over 25 minutes, with 2 transfers, just to make an appt. And was told that the doctor of my choice's first available appt in in September ( 2+ month away). Meanswhile, I called Dr. Goel, talked to someone right away and was scheduled within few minutes. I guess Katzen is too busy to get my money:) read more

Do not use for routine care. My husband has had success in the past with surgery when they were a much smaller entity. I have had a different experience. The first time I came for a routine eye exam, I waited over an hour and 15 minutes for my appointment. I had to leave because I had work to return to that day. I gave a second chance since I feel we all deserve second chances. They could have had a bad day. This time I wanted to try contact lenses. After my OD appt with Dr Baziz, I waited for next steps with contact lenses. After collecting. my money for appt, I was told they would contact me another time regarding next steps for contacts. They did contact me - 5 emails regarding the 39 dollarsI owed for the contact lenses, which I eventually paid even without a -class-. No one reached out to me about next steps for contact lenses. I called the office 3 times (waiting appropriately before calling and in between) and was told each time that the person who schedules -the contact class- will contact me. My initial appt was mid September. Today is November 4. I called again today and connected myself to the glasses/contact lens department. Once again, I asked for what I needed and was told they would contact me. I explained the situation and asked for more assurance that someone would be calling me back. I asked for the name of the person giving the class and the employee on the phone refused to give me the name of the person in charge of giving the class. While frustrated, I maintained a kind and professional attitude while directly advocating for myself. My attempts for assurance or answers brought cold short responses while protecting their fellow employee. Not one person has taken accountability or acknowledged the issue. Customer service? none. I am made to feel like I am the problem when dealing with them. Honestly, each time I spoke to people at the eye glass department (including in person), I was met with attitude, no accountability and severe tones and demeanor - glares and no smiles. My husband continues to see a doctor here for now. I will not be returning when I get closure because I question how the business is run and how it translate to patient care from a medical perspective. People over money. This is my first time sharing on this platform I believe. I want to help someone from having the same experience. read more

Something has changed at Katzen Eye Group, for the worse. The doctors and techs are almost universally wonderful. They are efficient, knowledgeable and approachable. That's the good part. Unfortunately, customer service is almost non-existent now. I had a question for one of the doctors who monitors me for cataracts. I tried to call his office and ask my question, but the only number I could find ANYWHERE is the appointments number. There is no way to directly call a doctor's office and speak to anyone. To make matters worse, when I called the appointments number to see if they could help, the recording wouldn't even allow me to stay on the line unless it was an emergency. In which case someone would answer "as soon as possible." For an emergency! Instead, the recording directed me to fill out a form to request a call from a scheduler. A scheduler I didn't really need to talk to in the first place. It was amazingly frustrating and disappointing. I understand they were sold fairly recently, but you WILL lose patients if this continues. In fact, while waiting hours for someone to call me back, I searched for alternative eye doctors in the area. I've been a patient for well over a decade. Not sure how much longer. read more

I have had many issues with Katzen in past and have stopped going for routine eye exams and related services. This time I came in to price new sunglasses with my prescription in hand. Was given price, paid for glasses and received them 3 weeks later. After 4 months received an additional bill and was told they priced my frames incorrectly and I had a balance due. They admitted they made a mistake and refused to write off this minimal amount due. Basically I was told that it would go to collections if I did not pay it. I tried numerous calls to managers that went unreturned. I am so done with these people and their lack of customer service. How do they stay in business?? read more

I had a scheduled appointment in 2022. When I arrived on time, the front desk was overwhelmed and I waited over 30 minutes to be seen. I told the receptionist that I was leaving and would call later to reschedule. I didn't get around to it. This year, I called to schedule an appointment and was told that I would have to pay a $75 bill before an appointment could be scheduled. Katzen billed me for the appointment in 2022!! I have been a patient for over 10 years and this is how they treat their longstanding patients! It's a shame considering I like Dr. Eric Williams and consider him to be one of Katzen's best. Oh well, Katzen isn't the only business around. If more of their patients go elsewhere, maybe they'll catch the hint and revamp their business model.I had a scheduled appointment in 2022. When I arrived on time, the front desk was overwhelmed, and I waited over 30 minutes to be seen. I told the receptionist that I was leaving and would call later to reschedule. However, I didn't get around to it. This year, I called to schedule an appointment and was told that I would have to pay a $75 bill before an appointment could be scheduled. Katzen billed me for the appointment in 2022! I have been a patient for over 10 years, and this is how they treat their longstanding patients! It's a shame considering I like Dr. Eric Williams and consider him to be one of Katzen's best. Oh well, Katzen isn't the only business around. If more of their patients go elsewhere, maybe they'll catch the hint and revamp their business model. read more

Hereford office is always running behind for scheduled appointments. I have liked all the doctors we have seen but it seems like every year we go back, it's a different doctor. Would prefer to see one specific doctor. We really liked Dr Mok. Dr sportelli and Dr Patel are both very nice and thorough as well. The optical department has a nice selection but be prepared to wait several weeks to get your glasses. Don't get caught without a back up pair if you have a pair break. So far we are up to three weeks and counting waiting for the glasses to come in. They don't answer the phone in the optical dept either. read more

Don't bother making an appointment; they won't see you for ages regardless. They don't accept walk-ins, so all I can figure is that they purposely crammed their schedule prior to the doctor's 2-week vacation. Problem is, the rest of us have jobs too. Please value your clients' time as much as you value your own. read more

If you're considering coming here for contacts, be mindful of the following. You meet with the doctor for your appointment then you are taken to another area where you have to wait a while to be seen by the optical department. After waiting, you are told they do not have your contacts in stock and you must come back to pick up when they arrive in about a week. You pick up your contacts, wear them about a week and agree they are good. You then must make another appointment to be seen to finalize your prescription. So you can't get your prescription to order contacts until all of this happens. When making the second appointment, I was told they were booked a month out. What am I supposed to do for contacts in the meantime? They offered no solutions! Worst eye experience I've ever had. read more

Just moved to Baltimore and had LASIK done at Katzen. Everyone I spoke with was kind and informative, especially Hope. The surgery went great and I'm extremely pleased with the results. read more

I like Dr, Lieken very much, but I cant get in to get glasses or set up a new vision test because no one answers the phone. I waited on hold today for 25 minutes and no one ever answered the phone. read more

Their offices on the second floor are expansive, and they seem to do a brisk business. The waiting area furniture is hortible. The cushions are worn out, and the arm rests are noticably worn. This definitely detracts from the ambiance of the area. Surely, Dr. Katzen can afford to replace, or he may not get to that office regularly to see the condition of the furniture. He is a skilled eye surgeon. read more

Our local optomitrist sold his practice upon retirement to Katzen Eye Group. The practice has become very impersonal and high pressure. Unfortunately, they even got my eye glasses prescription wrong and will have to undo the mess. The pressure to sign up for catarac surgery immediately is so strong, you will not want to go. Starting to look for someone who can explain the options and will communicate with me. read more

The doctors in Lutherville are great but the optician group are horrible. My doctor had to cancel an appointment recently due to a death in the family. I wear daily lenses so that left me without my contact lenses since a year's worth is 360 pairs for the 365 days! I asked them to order a couple of sample packs for me or a month's worth, and said I'd pay. It is a timing issue as I am leaving on a trip abroad shortly and don't want to be without contact lenses. I was told they couldn't do that without my doctor's authorization and oh, my doc couldn't authorize because he was out. And in spite of it being a large practice, no other doctor could authorize TWO F***ING weeks of lenses because they didn't want to step on the toes of other doctors. Frankly, if a large practice can't handle something this simple, how can they deal with real emergencies? I should also note that in the 7 years I've used them to get my contacts, they have messed up the prescription, the amount of lenses, or the cost 6 of the 7 times. Don't rely on their optician group! read more

My visit to Katzen Eye Group today started out great but ended with disappointment. The telephone rep was pleasant and accommodating. I was able to get a same day appt as requested. The front desk reps, Kim and Tiffany greeted me and were very helpful when I had trouble with the check-in kiosk. Melanie was also pleasant but a bit dismissive when I struggled to read the chart. I'm don't think her test notes are accurate. Dr. Beziz recognized my co ceres and referred me for a second opinion. I really appreciated that. When I was called to the eye glass section, Michael mispronounced my name. I said to him "Do you mean Westmoreland?" He shrugged his shoulders as to say "I dont care". He didn't apologize for his mistake. Michael did not exhibit customer during our entire interaction. When I asked about the new script, he was very condescending. When I told him I needed bifocals but didnt want the line, he said I had to get the line. I know this is not true. He did not offer an explaination or a resolution. He should have informed me that I could get the bifocals without the line but would need to pay the difference out of pocket. Once I selected glasses, he let me know that the glasses would be ready in 3wks. Then he just stare at me. I asked him if he was going to measure me. He said "No, I'll use the measurements in our system" then stared again. He made me feel very uncomfortable. He was so cold and I had had enough! If the glasses don't fit, it will definitely be his fault at my inconvenience. My visit rating is due to Michael's lack of knowledge, professionalism, problem solving skill, and empathy. By TWest read more

If you have proof of Medicare or other health insurance, these people will treat you like royalty.

I need my glasses to see everything. If you need your glasses don't buy them from there. The bel air office even lost my last pair because they had to keep sending them out to be fixed. If you like not being listened to then by all means get them at katzen but, if your like me and need them to do your job, don't do it. Take the prescription somewhere else. read more

I was on time to my appointment yesterday and wound up waiting over an hour to be seen! They overbook doctors and make the patients wait around for hours. When I was finally seen, the Dr. Said "my paper work was lost" and wanted me to start the process over again. I toook off work early to make the appointment on time (3:45)...I did not leave until 6:35.... I will be going somewhere else in the future. I have been going to them for 15 years, and will NOT go back in the future. read more

Echoing the same sentiment made by others, always always late. I took time off of work to get seen at 4:00 and didn't leave until the office closed, I was waiting for over an hour for my appointment, third time this has happened, unbelievably unprofessional read more

Rude front desk staff. I had time to drop my mom off at door, park car, and come up elevator and she was still standing there waiting till be checked in. Then they tell her now she's late! What?! We had appointment card for 11:45am 4/12/24 and they said no it's for 11:30am and you have to reschedule! Such poor patient care for an important needed appointment to check eye pressure. Dr. Burgos refused care for being at this point 4 minutes late!!! Will never return. My Mom is too upset and worried now. read more

This version of Katzen keeps getting worse. I've been a customer of the practice for years, but doubt if I should maintain loyalty. Today I went to get a one-year-old pair of glasses adjusted. After waiting forty minutes, I handed my glasses to the technician. He placed the pair on the table, picked them up, and snapped the arm in the opposite direction to break the frame. He then scrambled around for twenty minutes, with no words, no apology and no explanation. He wrapped my glasses in cello tape and said he ordered a new frame. The apology came when I said I was disappointed Customer service and healthcare are not Katzen priorities. The physicians are knowledgeable, but the staff seem unhappy and careless. Save your money and your time and go elsewhere for glasses. read more

I went to my scheduled appointment. After I waited 25 minutes I asked how late the doctor was running. She said five minutes. When the tech came and got me, she told me that he was in the middle of a procedure and that there were several patients in front of me. I asked again how long it would be. Her response was that she didn't know. I said, can you find out. She said, no. I said, can you ask someone that can find out, she said everyone that knows is in the procedure. I said, can you knock on the door and ask? After she did that she came back and said you should probably reschedule. read more

No one answers the phone. There is no place to leave a message. They say they can't take the call and just hang up or they say there's an error on being able to leave a message or another one said they will get back to you in 48 hours. I've been a patient there for a long time I don't know what's going on but terrible customer service and not being able to reach anyone in any of the offices is extremely inefficient and waste of my time read more

Early morning appt 9 am routine eye exam.,30 min in waiting room, seen by a tech, drops in eyes. After 1 hour, now 10 am, the Dr strolls in and I told him I was about ready to walk out when he came in because of the ridiculous wait. His response was we take our time and he wanted to make sure my eyes dilated but if you want to leave, go ahead Dr Basis said. He said exam lasts about an hour. I said I guess you would say that because you guys are getting paid, just check me for retinopathy quickly and I will leave and wont be back! You can go anywhere fir a routing eye exam and be out in an hour and his superiority attitude makes him win my middle finger award for a bull shit answer for a company who cant get their act together. How do you get behind at 9 am? How about figuring out how to perform your job efficiently keeping in mind your costumers matter. Since I showed up at 9 am, he walks in at 10, exam lasts about an hour, am I then expected to leave at 11 am for a routine eye appt? I guess according to them I would. I will not return! read more

Appointment at 11am, not seen until 60+ minutes later. I'm not sure why I keep coming back here. The wait time is outrageous. No such thing as a "quick appointment during the workday" for this place. However, the woman at the front desk and the tech were pleasant, the place was easy to find and the check in process was easy, hence the 3 stars. read more

Overall, a 3. A 5 for accommodating my son with autism. A 5 for the techs and the doctor who does the eye exam. A 0 for the Optical Dept. They don't return voice mails or emails. If they do answer the phone, they slam you into the voice mail system. At least one time, their voice mail box was full and wouldn't take messages. A 0 for the Appointments Operators. I asked to speak to the practice manager about the poor service in the Optical Dept. and she routed me to the Optical Dept. manager's line, where I got voicemail. Again. And no call back. Again. You've been warned... Next time, we'll just take the glasses Rx and buy the glasses at another optical store or online. read more