Deceptive Billing, Privacy Breach & AG Complaint Filed I wish I had read other people's reviews before coming here. My experience with this office involved deceptive billing, serious privacy breaches, and aggressive collections. The 'Medical' Bait-and-Switch: I booked a standard Routine Exam. The only outcome of the visit was a prescription for glasses--no medical treatment, no medication, and no follow-up scheduled. Yet, they billed the entire visit as 'Medical' instead of 'Routine' without ever warning me, just to trigger a higher deductible. Privacy Violation & Collections: They admitted in writing that they mailed my private medical and financial records to the wrong address for five months. Because of their clerical error, I never received a bill. Instead of calling me, they simply sent me to collections without a single prior contact. Admitted Negligence: They admitted in writing they 'should have asked' for my vision plan at intake but failed to do so. Despite admitting this failure, they refused to correct the bill. I have now filed formal complaints with: MA Attorney General (Consumer Protection) U.S. Dept. of Health & Human Services (HIPAA Violation) MA Board of Registration in Medicine (Professional Conduct) Consumer Financial Protection Bureau (Unfair Debt Collection) Avoid this provider if you expect honest billing and competent administration. read more

The real/honest reviews are on YELP not Google. I really did not want to write this review, because 11 years ago my experience was different. But the fact that it's come down to this, hope it's a testament of how awful this place has become. 11 years ago I had a chalazion, I came to see Dr. Lin, and she has incredible bed side manner, she removes the chalazion in a surgical procedure, the entire process goes well. Fast forward to now, it is completely impossible to even get an appointment here, and after surgery even a followup appointment. When you're in dire need, the office doesn't care and neither do the doctors. After one botched surgery already, and months of waiting for an appointment, I come to see Dr. Lin in April: she sees my eye, and decides to remove the current chalazion i'm experiencing, and doesn't take time to answer questions, is incredibly rude, and shoos me out of her office. I come in on the day of the surgery and she says she "removed the chalazion" but not even 3 days later I still see a very prominent bump there. I ask her for a follow up , saying Im in pain and the bump is growing, she refuses. I try to contact someone in the office by calling and messaging every single day, and no one for days replies back.... They finally call back a week later and say they will see me for a follow up appointment, but the charge is 200 dollars, because I'm not in the "10 day follow up window" anymore. LMAO. I was only one day out of the window.... Even the billing lady was on my side, when I requested her to let me be seen, because the office was not cooperating in the first place, and she said she would ask Dr Lin if that's okay with her. Calls me back and said Dr. Lin refused!! THIS PLACE IS A MONEY HOARDING SCAM. Dr Lins behavior makes me laugh. 11 years I came here, they don't care about their patients they don't have any loyalty so DONT WASTE YOUR TIME. This put me in such a severely ill mental state, the amount of pain, suffering and just anxiety I went through because of this ignorant and disgusting doctor and practice is beyond me. She has a lot of lawsuits against her too and im not surprised. I will never be coming back read more

It's like going to the emergency room at the hospital. You check in, then wait and wait and wait. Then they take you in and you wait and wait and wait. Plan on at least 2.5 to 3 hours for a routine appointment. Definitely go somewhere else. read more

A patient has to make an appointment a year in advance, which I don't have a problem with, but they always cancel and change the appointment a day before the scheduled appointment. This has happened several times to me. This last time I changed the appointment when they canceled, I discussed the change with my wife and she said to cancel it and at the end of the summer we would set up an appointment for the fall and make it so we could go down together and we have them on the same day, because we live over an hour away. When she called and tried to set up an appointment for me they said to her "is this for the one he canceled in July," she replied yes which was the one that they had canceled in June. So they gave me an appointment for March of 2026, that was my punishment for the cancellation. The services and staff have gone way down, you are no longer treated as patient and a person, but how fast they can get you out of there and get the next one out of there. read more

Walked into Lexington eye in Westford, Ma. The Young man that had no customers told me to wait. Since I just needed frames, I went over to the other side of building. A black Woman who I couldn't understand ( sounded like she was from Haiti) , mumbled something then went into the back room. Christine B. was on the telephone and then she helped a man adjust his glasses and had me sit down at her desk. By the looks the other woman was doing absolutely nothing. She finally answered the phone but didn't know how to transfer the call to Catherine. So she asked Catherine to go over to her desk to take the call. When asked by front desk if Haitian woman could pls use the camera Haitian woman said absolutely didn't know how. The Woman that waited on me , Catherine B, was doing all the work. read more

Dr. Mullen is always super pleasant to work with and so very knowledgeable - I always have full confidence in her. I appreciate how she takes the time to go into the details with me and we never feel rushed. read more

First visit to the new office in the Wholefoods plaza....Such a huge difference in organization and efficiency! I only had to wait a short amount of time- which gave me opportunity to look at the extensive selection of eyewear! I saw Dr. Rouhi for both glasses and contacts. My contacts arrived at my home quickly and my glasses within 2 wks. There was an error from the contact provider and when I called- I spoke with Dr. Rouhi directly (wasn't expecting that) and it was corrected immediately Seamless and extremely enjoyable experience!! My family has been with this practice since 2017 and we are all really impressed with the NEW space and organization! read more

I am so frustrated with this office. The customer service is terrible. No one at the front desk is kind. The doctor gave us the wrong paper at the end of the visit. I think my daughter got the wrong contacts because they sent the prescription for the other person that my daughters poet got switched with. The optometrist is rude. It's been over a month and we still don't have contacts. To top it off I paid in full at the appointment and then they sent me a bill for 80$. When I inquired about it they quickly said they must have made a mistake- I feel like they were trying to charge me extra. Fair to say we are looking for a new eye doctor. *still no contacts and minimal effort from their staff to keep us updated on the status or offer a solution. read more

This place needs to take a Customer service class. Billing Dept. was rude and because of there coding mistake I was on the hook for the cost of the entire visit. There are better options out there for your Eye care. read more

I called Lexington eye to get an appt. in a hurry as I needed it before starting a new chemo for cancer. The side effect can be eye issues. They got me in 2 days later and the whole process was seamless. Dr. Nedda Sanayei was amazing and had experience with this. She got all the crazy paperwork done for the Tuesday infusion. She explained everything about the special eye drops I would need and how to take them. She made sure all the records needed were done, faxed and also put on my medical file. The office staff and eye tech were also incredibly kind and helpful. I could not have had any better experience!!!! read more

They will never pick the phone and have the worst service. You will have to go in for things as simple as scheduling an appointment.

I am giving 2 stars because they took me quickly after being in the ER for a corneal abrasion at 4 am. Should be marked as 0 Stars. Saw Nina Farivari. Thought she was great. Not so great when I came back for my followup. The tech was great. Sorry I didnt get her name. After I saw her, she put me back in the waiting room. Probably 10 minutes later, put me in the office to see the dr. Told me she was with the patient across the hall and would see me when she was done. I opened the door so I could see when she finished. Thought she'd pop over to check me, but she went to the front desk. Now I've been here since 2:15 and its after 3. Peeked out, see her coming down the hall, thinking she is coming to see me....nope. Went to another patient. I left (and wont be back). When I got home, 20 minutes later (which is how long I still would have been sitting there waiting) they called me to see what happened. Told them. Then got a call today to see how my eye is. I call back, am on hold for almost 10 minutes....goodbye! read more

Michelle, the receptionist in the Westford office was rude and unprofessional. Spoke to the office manager in Lexington and the first medical appointment for high blood pressure issues affecting my eyes is not until October. Mr. Gregory L, there are so many other places to go. I will let the Mass General Physicians know not to refer to your office and will fill out a Mass General Survey stating your lack of proper staff members. read more

If possible, please avoid Dr. Poonma Doshi and Sudbury location. We are patients of Lexington Eye Associates Westford for many years. My daughter saw Dr. Mullon for years with no issue. My son didn't pass the school screen, and Dr. Pooman Doshi was the only doctor we could see within a month. So we booked the appointment. Before I made the appointment, I confirmed with the front desk person that we can use our vision plan for this visit. When we were there, Dr. Poonma was not as friendly as Dr. Mullon. And after the visit, she insisted to charge us for Medical insurance but not vision insurance. I didn't know why. She said it was a comprehensive eye exam but honestly it was not any more comprehensive than the vision exams we had before. I tried to talk to her but she put us on hold. I talked to the office supervisor and the lady looked at our visit records and she told me she didn't find any special checks she made for my son. And she promised me she would let Dr. Poonma to change it back. However, today, I still received a $185 bill from them. If they told me in the first place they would be my medical, I would definitely go somewhere else. read more

My 1 year old daughter needed an eye exam and her pediatrician recommended Lexington Eye. We had two appointments 6 months apart and both times had to wait over an hour past our appointment time to be seen. With a baby that is no easy task! I posted my experience in a Facebook review and within hours a staff member reached out and left me multiple messages. I figured I'd hear them out and discuss my experience. WELL that conversation did not go well. The woman I spoke with (Patty) tried to argue me on how long I waited. Unreal!! Very unprofessional. She noted my check in and check out times and told me I was there for an hour and 15 minutes total. Yes, I told her, I waited over an hour for a FIVE minute appointment. She then told me that I should have received an email telling me to "plan for a 90 minute appointment" because it takes time to dilate the eye. Ok but 1) My daughter did not get her eyes dilated, and 2) There is a big difference between a long appointment and a long wait time. I also mentioned to Patty that everyone else in the waiting room had been waiting just as long as us (others were even talking about the long wait) and she told me I can't judge because I don't know why other patients are there, they may have a "serious eye condition," etc. Ok?? Regardless, nobody should be left to wait that long. Judging by other reviews this seems to be a common problem. The icing on the cake to my conversation with Patty came when she asked if I wanted a copy of my daughter's medical records (after I assured her I wouldn't be returning). I said yes, and then she proceeded to tell me I'd have to pay $10 for so many pages. Yea, no thanks! I'll ask my daughter's pediatrician for a copy since they will be faxed over. And while I'm at it, I'll let them know about my bad experience and suggest that they don't recommend this practice to others. If Lexington Eye had been even somewhat apologetic, maybe I would have considered removing my negative (and very short) Facebook review, knowing that my feedback had been received. But honestly, I'm disgusted. After being accused of lying on top of my long wait time, I'm even more motivated to share my experience so that others don't make the same mistake that I made. Find another practice that will treat you with respect! read more

It happened again. They billed my medical insurance instead of my eye insurance. I went there just for my annual eye exam to get my contact lens prescription. I already see ophthalmologist for my optic nerve. My original Dr. for annual eye exam left this practice in lexington so I had to see Dr. Crowley in Westford. She already know that I see the specialist in lexington and she checked my optic nerve and referred me to see the same specialist this year. Ok that's fine I already see him anyway. I double checked before I leave, you guys are not billing my medical, I'm just here for annual eye exam using my vision insurance and make sure I won't get any bills later cause it happened before for my daughter in lexington location. Well, it happened again even though I checked . They said I won't have any charges because it was a regular eye exam for the prescription. That was a lie. I'm very frustrated and I need to pay about $200 for nothing. My vision insurance covers 100% of my eye exam but they billed as I got a medical treatment! You referred me to see the specialist and I already have an appointment with the specialist in March why do I have to pay you for nothing? Unbelievable practice. When it happened in Lexington office they said I should make an appointment with optometrist instead of ophthalmologist to avoid this charge. Well, I met optometrist this time and same thing happened. I'm not going back here again. They only care about money I still don't get it why I need to pay for my annual eye exam. I'll find the different place for my contact lens prescription. Avoid this place! read more

I took my 5 year old for a routine exam, I was underwhelmed with how we were treated. The first person we saw lacked patience, gave me a hard time, and put eye drops in her eyes without mentioning it before she did it. For a place that was recommended for children I'm was not happy with the support staff. On a positive note the office itself is clean and up to date, and also has a separate waiting area for children. Dr. Mullon was incredibly kind and patient with my daughter, I would highly recommend her as a pediatric eye doctor. read more

Please stay away from this location and Dr. Nina Farivari. They do everything in their power to jack up the medical bill for no good reason. I went in for a regular eye exam and mentioned to them that I would like to get the exam under my VSP coverage. They insisted on having both the VSP and medical on file. I told the doctor up front that I had my Lasik surgery 10 years ago and have dry eyes. The doctor made me wait for over 40 mins to only see me for 5 minutes total. A month later I got a bill for over $170 for a "medical diagnosis" of dry eye which I told the doctor in the first place. Went in for a free eye exam covered by my VSP and got stuck with this bill. When I call their billing helpline they just hung up on me when I tried to explain the ridiculousness of the bill. I'm going to fight this bill for these shady billing practices and never return to this or any other Lexington eye location ever again. Please stay away from this place. read more

Dr. Nina Farivari was knowledgeable, personable, polite & professional; however, the scheduler simply failed to perform. Dr. Farivari and I tentatively agreed a surgery date and Yvette was to immediately call and book. Three weeks and multiple unreturned messages later, Yvette called to tell me all dates for 3 months were booked. read more

Last year I had a medical issue with my eyes and they gave me an appointment right away. I had a follow up visit and all was good and required no further follow ups or appointments. The dr handling this was great and the wait times were acceptable. So when I went this year for my regular eye exam using VSP I made sure the visit would only be with an optometrist and would only be for regular eye exam. The assured me this was correct and I would not be billed as a medical appointment. I get the bill and now billed additional fee for the medical appointment. I saw the previous Yelp comments about this but thought if I called and confirmed during the appointment scheduling it would work out. Well I still get charged. I guess need to find another eye dr that takes VSP. Seems if you ever had an eye medical issue you are always charged for both VSP and medical visit. Unacceptable. read more

They moved into the Whole Food plaza. First time visit. I haven't had my eyes examined in a long time. Insurance directed me to them. Making appointment was easy. They let you confirm and sign in via text. Signing in was fine. Got there early. Of course right now masks are mandatory. Only waited maybe 3 minutes. Was taken back by a very nice lady. She and I had some laughs. and we had a lot in common. She explained everything she was doing. Step by step. After she dilated m eyes she walked me down the hall and I sat in a open area waiting for the doctor. less than 5 minute wait. Met with Dr.Rouhi. Very nice and she seemed very easy to talk to. She and I spoke about my health and eye issues. She examined the eyes. Wrote a prescription. She was very friendly and very professional. I then met with another lady who walked me through the process of picking frames. She was very honest. I picked a pair and she said it didn't suit my face. She picked out several and we ordered them. The order was processed through the insurance company while I sat there. She said because of COVID it may take up to 3 weeks to get them. But considering ,I waited this long a few more weeks won't make a difference. She stated I will get a text message as well as a phone call when they come in. Whole visit took maybe 90 minutes. Including wait time. I wish all doctor visits went this easy and quickly. read more

this place was well recommended and I have no idea why. first visit: over an hour wait. second visit: took three months to get an eye exam for just the typical (free yearly) vsp exam. the vision check was done in 10 minutes by who I thought was an assistant, some other doctor does something else, I walk out with a new prescription that is giving me headaches now, get charged more than my free vsp because of the second person they sent me to without even asking, and had a rude experience with the optical shop because I didn't believe $600 glasses were a good deal "because without vsp it would be $1000, see how much you are saving?". I try to call to get the prescription looked at, waste over a half hour on hold, get disconnected, have to try again, and they don't return emails either. Who is running this place? read more

My son had an appointment with Dr. Doshi MD, Poonam in Sudbury office. She doesn't have a patience with little kids. My son was diluted for the first time. He felt anxious. The Eye doctor gave us advice on getting learning disorder testing when my son got upset after long eye appointment and refused to name letters. Moreover, she wrote it on the school form. I thought we had an appointment with ophthalmologist not with psychologist. read more

No one seemed apologetic that they took us in at 10:20 for a 9am appointment. I am so sick of doctors who run this late with no warning and no apology EVER. If I showed up that late to my appointment I wouldn't be taken in so why doesn't that work the other way. read more

My visits involved both Westford and Concord and I saw Dr. Rankin in both. She was exceptional. She's young but highly trained and highly experienced. Young enough to be innovative but old enough to be experienced - prob 40's. I had a special set of complaints having to do with severe eye fatigue from 8 years of 10-16hrs per day in front of a computer. HORRID for eye health. So from the start, I did not have a routine visit. I came in needing an exam and new prescription on a Friday am. The technician was very thorough in my pre-exam and Dr. Rankin again was exceptional. She did a thorough exam and spoke with me at length about my problems. Then she completely RE-EXAMINED me with new considerations to be sure she gave me the best numbers for my eyes. That was over-the-top. Why would I now go somewhere else? I knew I was in good hands. They told me it'd likely be about 10d before the new glasses were ready as the frames I chose came from Illinois and that company insists on cutting their own lenses. Monday late am I got a call that they not only had been cut over the weekend but they had been overnighted from Illinois. They said it was very unusual. But I was elated... Unfortunately I needed to go back for a second visit as the prescription wasn't quite right BUT, each person from the admins, to the technicians to the Docs were all very courteous, professional, caring and knowledgable. FYI- my prescription needed to be tweaked because of my eyes, not because of Lex Eye. I didn't have to wait more than should be expected. In fact just about everything was minimal waiting. I was very impressed with how their processes seem to be on par with their new state of the art facilities they're in- fast and efficient. read more

Awful, awful, awful. I turned 50 and needed reading glasses. Rather than go to CVS and buy some cheap reading glasses, I figured I would do it right. Should be a simple matter, right? Wrong. I sat in their offices for over 2 hours watching people who cam in after me, get seen before me. When I finally got to see Dr. Rankin, she rushed through the exam - barely had time to answer questions. I stopped at their optical shop on the way out - anything was well over $500. So, I went to go online and found Smith glasses for less than $200. The problem was, the prescription Lexington gave me conveniently left off my pupil distance (distance between pupils) which you need to get eyeglasses. So, while I was quite clear that I needed a prescription for eyeglasses, they didn't give me all that I need. I called to ask and they said "an optician needs to do that". I asked if no one in there office was able to measure the distance between two pupils and the woman didn't know what to say. I would have been better off at CVS. read more

I went the Lexington Eye Associates in Westford . Overall the experience was mediocre. I went to an appointment for my son at 4 pm appointment and was seen my somebody around 4:15. I didn't actually experience the delays as most people had and the secretary was very polite. The appointment was for contacts. We met with Micaela Crowley, O.D (http://www.lexeye.com/lexington/micaela-crowley-od.htm). We got the eye measurements and then proceeded to try on the contacts. However my son had a hard time putting the contacts into his eyes. That's to be expected for first time contact users. I too had a hard time as well when I first got contacts. Ms. Crowley then said, you have to just go home without contacts to try at home. To which I responded, "Doesn't it make sense for him to bring a set of contacts home to practice with?" She said, "no, your son needs to go home and practice touching his pupils with his finger. You can go ahead and make a second appointment for contact fitting while he practices touching his eye with his finger" It sounded like a joke but she was serious. The whole point of contact fitting appointments is the try the contacts at home for practice!! Just be warned especially for those without vision insurance: 1. Do not go here for contacts unless you want to run the risk of multiple visits. 2. They still bill you for the entirety of the office visit even though they don't send you home with contacts to try. Keep in mind some insurance only cover a single contact fitting a year so if you're sent back without contacts, you just wasted your visit. 3. They will bill you if you forget to cancel your appointment read more

I have been seeing Dr Zaki for several years now and could not be more pleased with the care I have received from him. He takes the time to listen and works with you. You receive an incredible and complete exam. If you require a change in your contact lens prescription he will continue to see you until the correct lens is found for you. He is pleasant and caring. I will continue to see him for my annual exam. read more

I don't usually write reviews, but my fantastic new contact lenses prescribed by Dr. Zaki are incredible. I have a very tough prescription, astigmatism, far sighted, and now as I get older, problems with reading. I really thought I might have to give up on contacts and revert to glasses (oh no!!!) But Dr. Zaki was incredible. He listened to my issues, tried different ideas, and found a new lens that had just come out. He ordered a sample pair for me to try. What a difference!! Don't give up on contact lenses, and give Lexington Eye a try. read more

Had a mixed experience in the Westford office Pros: Great doctor, attentive nurses and polite staff. On that metric I would give five stars. Cons: An appointment for my daughter was scheduled for 10am, she was seen at 12:30pm. It seems that too many people were scheduled for Friday morning. Three stars or may be two here. read more

Very poor experience trying to contact them with a question as a patient. I called at 4:45 and pressed the option to speak to a human. I was connected and then immediately disconnected. I called back immediately and got the after-hours message which said they close at 5:00. Duh it was 4:46! I went to their website to submit this complaint and had further troubles. One browser wouldn't even load their contact-us page. Another browser got me to the send-a-message page but when I tried to use the stupid captcha archaic interface, it would not accept my checkmarks on pictures that are ridiculously illegible (especially with poor vision - ha ha). Captcha has come a long way to simplify checking and they are using old and broken technology. Two strikes and this forum comes to mind. I gave them a chance. The 1 star is on this telephone/website experience and other general waiting too long experiences. UPDATE: i just noticed on the Yelp website that their hours are listed as closing at 4:45! Ha ha - Yelp is more accurate than their recorded message!! Review stands. They had no right to disconnect me after the call went through and was ANSWERED. And the website was useless. And my phone log shows that my call was initiated at 4:43. read more

I took my 3 year old son here after a traumatic scratch across the front of his eye. When I called the women answering the phone was so kind, and helpful. As a parent with a sad little one they helped to ease my nerves. They were happy to fit my son in with Dr. Jennifer Mullon on the same day. She was amazing, patient, kind, calm, all the things I wasn't in that moment. I was fearful my 3 year old would not cooperate with her. It was not even a concern. She has an amazing way with children. Her voice is so calming, and the kids just watch her in amazement. I am so impressed with this office. I was so happy, and grateful to everyone there for being able to see us on such short notice. We will be returning regularly to see them for our routine care. read more

As an active working RN with over 30 years of experience & a patient at the MGH Cancer Center, I can immediately recognize a caring compassionate team approach. It is a humbling experience to be a patient In this day & age of medical maim. My experience with the Westford practice was one of contentment, a feeling of calmness, with a sense that all would be well through this process. A peace of mind is not often found in medicine, however you will find it here within this practice. If you have a cataract & need surgery Dr. McCoy & her team of trained professionals is the place! From the front desk, Patty A. to the visual exam w/ Sara & Mandy to the exceptional care of Dr. McCoy's right hand man Nick. (Nick who I may add shared his own love of his work & I may say has excellent hearing, you'll understand that once you make your first visit). Each of the team members reassured me, communicated freely & confidently. In addition the incredible receptionist at the Waltham Surgical Center named Judy was so compassionate. Judy made the time to have a meaningful conversation, alleviating my fear & anxiety on the morning of my cataract surgery. Dr. McCoy is a board certified ophthalmologist with a specialty in cataract surgery. She is brilliant, obtaining a degree in electrical engineering prior to medical school. She truly is the "real McCoy". Without reservation I would recommend all of my family & friends to her & her practice. By the way, this incredible team follows you to the various offices which again provides a feeling of familiarity & confidence throughout the entire experience! Thank you again Team McCoy for my incredible vision that I didn't even realize I was lacking until the skilled hands of Dr. McCoy was able to correct! read more

Dr. Victor Zaki at Lexington Eye Associates is excellent.

Dr. Rouhi and especially Ms Chhem Chhom were both very accommodating. Chhem went out of her way to provide superior patient services. Everyone was courteous and prompt. read more

Excellent Docs/Sour Front Desk----The docs at this practice give excellent vision care and are very personable to deal with, their front desk staff, on the other hand, are another story. They are very snippy and rude to deal with and really this location is not worth the headache. Go visit one of their other locations in Arlington, Concord or Lexington...the front desk staff at those locations can't be as bad! read more