This review is primarily for Dr. Audrey Louie and the Mountain View Optometry staff. My family and I had a great experience at Mountain View Optometry. The office is huge, and they have great COVID protocols in place. They also have a really nice retail section for ordering your glasses (should you need them after your eye exam). The front office staff was great from making my appointment through check in. Everything ran on time which was nice. I really liked that all the forms and pre-check-in information was done online prior to the appointment itself. It made for a much more streamlined experience. Dr. Louie was very thorough in my examination. She explained everything along the way and added more details if I was interested. My primary concern was night vision and evening driving, and the pair of glasses I got for that have been amazing! She also confirmed my previous LASIK procedure was still holding up really well. Unlike other optometrists, they did not hold my prescription as extortion (yes, I've experienced this elsewhere). I received my prescription after my examination regardless whether I purchased my glasses there or not (I purchased two pairs there). For those who complain about the billing and charges, all I have to say is, just ask. While each and every single checkup and option may not be labeled, no one is trying to actively deceive you which some of these reviews imply. Also, glasses are clearly priced, and they will tell you exactly what your insurance covers and what it does not. I had a great experience at Mountain View optometry and highly recommend them. read more

I have been coming here since I was a child and unfortunately can no longer recommend this practice. They never, ever respond to emails, follow up with you, or even order samples requested by the OD if you don't repeatedly call them. If you call them, you get to battle an AI agent to speak to the front desk. The AI agent only occasionally lets you through to a real person. If you manage to get through, the front desk staff is super overworked and alternates between just apologetic, and rude and condescending, depending on who you get. My appointment was in October and I still do not have contact lenses - two full months later. I will be looking for a new optometrist. read more

Based on the reviews and my recent experiences this clinic has gone down hill over the years. Been coming here for over 10 years. Arrived 9 min late and was denied service (waited a minute for the front desk to finish helping another patient). No grace at all. I will not be coming back here for the overpriced and mediocre eye exams. read more

Avoid this place. They kept rescheduling us for an appointment. And finally when we show up 2 mins late they refused to take us. There was no indication of the grace time. Never heard of this read more

I have been a patient here for 7+ years and recently have had terrible experiences with the office staff and with the optometrists. Originally, I was Dr. Schwaderer's patient and moved away for college. When I came back, they told me I would have to see another OD because Dr. S was busy. No problem at first - but I was eventually bounced around 3 different OD's before seeing Dr. Kathleen Shen. She was rude and condescending to me, making comments about how I hadn't been in in a couple of years (and note this is because I did not live in the area anymore). She has no empathy for her patients and needs to check herself. After my visit, I was charged an outstanding amount at reception downstairs. I felt that it had to be wrong but I was in a rush and just paid it later, asking them to send me the receipt. They didn't send me the receipt until multiple calls/emails later and the receptionist Sheri finally sent it over. When I received the bill and cross-checked it to my insurance, it was completely different - the service CPT codes. I called and Jeannie at billing picked up - she was EXTREMELY condescending and crass over the phone and said she couldn't help me because "she had no idea what I was looking at". The staff here are completely unprofessional. Speaking as someone who works in healthcare, its not that hard to show some empathy and actually try to help your patients. Instead MVO makes things overly complicated to try to hide their shady billing and on top of that are impolite and just straight up rude. DO NOT GO HERE!!! read more

Rudest employee in Mt. View. They promised me a copy of my prescription three times, but did not send it. They blamed others, then their "new system." then repeatedly hung up. No apologies. They may have had good O.Ds. but the service is totally unacceptable. read more

Dr. Gina Gilson, OD was amazing. Gentle, communicative accommodating all the things. She explained all the tests and results I am absolutely impressed with the Doc, the intake person and the team at the front desk, the check out team all top notch. The whole experience from arrival to Check out I was well taken care of. Thank you for a great experience! read more

I arrived 10 minutes late for my appointment at Mountain View Optometry & Contact Lens Clinic and was refused service. The manager cited a new 10-minute policy but never notified me. They said I could reschedule but offered no help, effectively denying service. Extremely unprofessional--I won't return. read more

Writing regarding the optical department. Absolutely horrible and wish I could give them zero stars. We have been coming here for at least 4 years for our daughter's Tomato brand glasses. Came here 2 months ago with a new prescription. Unfortunately my daughter's glasses broke due to an accident and we asked if they could rush the order. They said they would try but max wait was 3 weeks. 3 weeks went by and no call. I called and they said the glasses failed lab inspection and would need two days to complete and they would mail it out. 1 week later we still hadn't heard back. Called and they said it didn't pass again and would take another week. Called again and it failed again. 2 weeks later, we called and they said it didn't pass the lab inspection again. Never once did they ever call us to give any updates. 7 weeks later and still no glasses and they can't guarantee anything or help because "it's the labs fault." They said the it's a new management team at the lab and that they have been having trouble getting glasses done. We asked if anything could be done as my poor daughter hasn't been able to see clearly in 7 weeks but they can't help us because we used our insurance. We already paid $180 out of pocket and they "can't help us." The manager is nice but unable to do anything besides offering a refund. We asked for a refund ASAP so that we could use our insurance elsewhere. We would have asked for a refund sooner if they were honest with us. They kept saying just 1 more week. The lack or sincerity or care is absolutely sad. Just an apology and refund for my poor daughter's pain for straining to see for 7 WEEKS. I had previously praised them in my FB mom groups but never again. They have def lost a customer and I will make sure I tell all our friends and family. We were able to find a new place that carries Tomato brand glasses. read more

If there is a zero star option, I will for sure pick that. The Dr. is very professional but the service is horrible. I had eye exam on 09/17 and told me that I will get my contact trial pair within 1 week. But it has been one month, I haven't heard anything from them. I am not sure how long I have to wait and I couldn't get a hold of anyone when I call. read more

Szeto is the worst optometrist in my 30 years of seeing eye care professionals. She is rude, impatient and over charged me and once she realized figured out her "mistakes", refused to refund. Her manner is egotistical and unprofessional. read more

This clinic is getting worse since the management change. The doctor, especially Szeto, has been impatient and rejecting patients because she did not want to take over patients from previous doctors. Very rude and condescending. Staff, especially front desk people, still incapable and slow. read more

Went in to ask a question and was met by a Staffer who was Unpleasant and No effort to try to help.

After years being a client here, I'm about to give up and find another provider. The actual doctors and "upstairs" clinical staff have been great. However, I've had disappointing experiences with the glasses department and contact lens ordering folks. Most recently, I have been trying since early January to get an appointment to see my usual doctor, Dr. Louie, for a followup after a complicated year of eye issues. In the past, I used the website appointment scheduling form without problems. I would fill out the form, and then get an email confirmation of an appointment, or a call to clarify times and discuss the scheduling. This time, I heard nothing. I checked my email filters, checked phone messages -- nothing. So after some travel, I tried again with the web form. Again, no email, no phone messages. I have been travelling a lot, but I made time to call the office directly, and got a message directing me to leave a voice mail -- followed by a recording that the voice mailbox is full. So, there's no way to reach a person, and no way to leave a message. The manager/owner appears to responding to folks telling them to call or use the online tool -- but the online tool isn't working, and the voice mail boxes are full. I'm starting to wonder if they're still even open? With any other provider, I would have just given up and moved on, but because I've had a lot of stuff happen this past two years, I'd rather see the eye doctor who has been handling all that since it started. However, it appears I'm going to have to give up and find another doctor, which is a shame. It's especially difficult because Dr. Louie has repeatedly urged me to give the folks in the glasses department another chance, and said that negative reviews hurt the entire practice. I hear you, but not being able to make any appointments does, too. read more

Scheduling appointments is hell. Phone is always answered by an answering service, even during business hours. No callbacks even after leaving 4 messages with the answering service. Unfortuantely their walk-in service has very long delays and appointments are highly reccommended. Difficult to bring your business here when you cannot determine a good time to come. Have been a patient here for 8 years, and lately the quality of their front desk / answering has been extremely disappointing, would definitely not recommend. Update 2/21/24. Hi Jolene - have tried to request an appointment online but that experience is equally frustrating: - it's a simple form which does not allow me to view availability and schedule based on my calendar. - even after submitting the form, I did not receive any response or call back I have tried calling the listed number 650 967 6649 multiple times, and always get the answering service but no callback. Am not sure if it's the answering service or general apathy in the clinic, but would strongly advise against doing business here. read more

This used to be owned by the people who run it. Now it has been sold to a private equity company (think Wall Street) and the quality of service is a disaster. I am leaving after being a customer since for the last 30+ years. read more

I was referred to Kevin Schwaderer, O.D. by my fantastic retina specialist, Mark Wieland, M.D. (who even has his eyes examined by this doctor!), to whom I was referred by my fabulous primary care physician because I was having some floaters and a few flashes. (All good, no concerns.) I just saw Kenneth Schwaderer, O.D. yesterday for my initial eye exam appointment with him. His office impressed me from the first time I called them on the phone, and from researching the practice on their outstanding website. There are about 8 optometrists in total (almost all of whom got their degrees from UC Berkeley School of Optometry, as did Dr. Schwaderer), but stick with Dr. Schwaderer, because he is a star and has quite the impressive C.V. The office is easy to reach (just off of Castro Street in Mtn. View with plenty of street parking) and clean and attractive and full of friendly, smart support staff. Excellent COVID-19 protocols, too. They took me at the appointed hour (no waiting!) and an experienced tech efficiently ran some preliminary exams. He was superb, gave friendly, clear instructions. Then he escorted me into Dr. Schwaderer's dedicated exam room. Dr. Schwaderer arrived shortly. He is really nice, and treated me as an informed, intelligent, worthwhile patient/person. Listened well and asked all the right questions, explaining everything as he went along. I learned a lot about my eyes and felt reassured (not that I was unduly concerned). He showed me the photos of my retinas and walked me through all the details. He is so patient and commended me on my preparation and my level of knowledge. After the extremely unrushed and thorough exam, he gave me the overall story of the condition of my eyes, asked me if I had any other questions, told me his office would email me in a year with an appointment reminder, and he gave me a printed copy of my new, slightly updated eyeglasses prescription (with absolutely NO pressure whatsoever to have it filled in their on-site optical department). When I went back to the front office, it was a breeze to check out. The office is going to bill my Medicare and supplemental insurance because of two existing minor medical issues, so my payment due was minimal. Had a pleasant aloha with everyone and headed home pleased as punch. Definitely going to make an appointment with their optical department to investigate a pair of progressive sunglasses, which I sorely need. Highest recommendation! Go see these wonderful, talented professionals! read more

Mountain View Optometry & Contact Lens Clinic - Business Card of Kevin Schwaderer. O.D., F.A.A.O., Inc. - Optometrists Near Me - Mountain View, California

We have been with Mountain View Optometry for over 5 years and their service has been very disappointing during the past few months. I ordered contact lenses from them and they labeled the contact lenses with the wrong R and L labels (I only found out after a month when I went to another optometrist to recheck). We ordered CRT lenses for our child and paid over $2500 for these. Nobody has ever called us back for fitting. After more than a month when I called them for the status of the CRY lenses i was informed that the order will take another 7 business days. Was there an internal error in the contact lenses department? We like our optometrist Dr Ngo but the service of this optometry is not acceptable at all. read more

Been a customer for the last 3 years. The medical eye doctors (exams) are decent. However the optometrist where you have frames and/or lens fitted are getting worse by the year. I've seen more enthusiastic staff at the DMV. For some reason they have convinced themselves they are the only choice in town, and your business is a given. Now for the none subjective fact part. In Nov 2021 I sent in 3 frames to have lens fitted. By Jan I picked up 2 and was told the lab have LOST the 3rd frame that was brand new and cost $650. MVO stepped up and replaced the frame exact same frame, but it came back with mismatch screws left to right in APR!. I didn't make a big deal of it as I've 2 other glasses and it was just inconvenience. But I feared what would happen if they had LOST the 2 other frames which were older and not 1 to 1 replaceable. Fast fwd to today Jan 2023. I just got a call that 1 of my 3 frames I sent in Dec 2022 had SNAP'ed in the lab while getting lens fitted. What are my chances to have MVO's lab screw up my work 2 years in a row? I'm reminded MVO is the only optometry that has you sign a waiver when you submit your personal frames, not purchased through them in case something like this happens. Now I know why! Taking my business somewhere else, the doc on the 2nd floors are great, but not enough to make it up for the poor experience on the 1st floor. read more

Dr. Jeremey Cheung has been the best optometrist I've ever had and I've needed to see an optometrist every year for over 15 years. Dr. Cheung is very personable, patient, and knowledgeable. After visiting him for a few years now, it's clear he's very professional and always strives to provide the best holistic care he can. I especially like how he narrates everything he's doing and giving you real time analysis and feedback. So no awkward silences! It's very nice to be reassured during exams that everything is well and it's full transparency. Another thing is that he actually remembers you and your life as a human being and not just another patient he sees once or twice a year. You really can't go wrong with Dr. Cheung! I recommend asking for him specifically. As for the rest of the office, they are very clean and orderly. They have many tools and technological machines that do thorough eye exams. It's a whole process! The team here have it all figured out and the operation is a well oiled smooth running machine. I've come with my family and they've been very nice to all of us. Everyone from the front desk, to the technician, to the doctor has been great! read more

Mountain View Optometry & Contact Lens Clinic - Optometrists Near Me - Mountain View, California

TL;DR: Racist front desk, standard service by opticians, not any sort of unique selection with lots of good competition nearby and online. Avoid. And if you read all the responses from the "owner", they tell you to call and share your experience and never address it. That's how they try to make it look like it's an anomaly and that they care. But ask yourself why you see so many 1 star reviews. And you can also see several complaints with the BBB if you search their history too. Standard/mediocre service and selection: I've had an exam here before and it was ok. Standard and nothing special. My company's plan fortunately pays and I never care how much the cost is. I didn't complain when they were pushy and tried to make me get exams that aren't covered or when they "forgot" to bill me for something but magically "remembered" and made me come back in after because while shady, it's not the biggest deal. Just that alone would be three stars because meh. The frame selection is nothing special and there are several places in the Bay Area that actually have unique frames from Japan, Germany, etc. Racist front desk: But this year dealing with the front desk has been terrible. It was a clear case of racism. There is zero other way to interpret it. And another friend told me they had felt similarly uncomfortable which is why they chose a different place. I'm disappointed the other lady sitting next to her didn't say anything either when she clearly heard it all. Where to go near by: I left and went across the street to another optometrist and the doctor was basically the same but this time without any racism. There are at least 4 optometry shops in downtown Mountain View so you have a choice. One of them even has MDs on staff and not just ODs so you can get a real exam as long as you don't wait until end of year. If you go to your local big box discount store you'll not only get a good price, you'll find that they are just pleasant people. And if you want to be super lazy, just search online and there are multiple large business brands that have online exams and much lower prices for contacts and eyeglass lenses. To the owner: please don't bother to reply with a post that tells me to call in. I've done my part with this review for others. Feel free to discipline or remove the ladies at the front, or not, but i have too much dignity to return. You've also lost 10k in dependable business from me over the next few years. read more

So I did something stupid and rubbed my left eye a little to vigorously and I seemed to have lost my contact lens. At the same time the eye felt a little irritated. So I called them up and they set me up with an appointment with one of the other doctor, Dr Linda Hur. Long story short, she was able to find my contact lens folded and lodged under outside corner of my eyelid. She checked and disinfected the lens and all was good. Great job and great service. Thank you MVO. read more

This place is horrible. I can't schedule an appt as they won't pick up the phone nor return my calls. I tried one whole week. The doctors are great but I can't see them. Their front office is messed up to put it mildly. Don't know what's wrong. If they are backed up why take all the patients. I'm getting out of this place. Too bad for the good doctors there. This places is hosed. I want to give zero stars but can't do that hence giving 1 star. read more

Update to my last review: It's now March and I have not heard back from ANYONE about a refund for the lenses I returned. I'm glad to see I'm not alone when it comes to their bad customer service and operations. It never used to be like this. Update: Let's see. It's now December so I went into MOV to return the improper lenses. The office mgr said she would get back to me on Monday, Dec 11 as she would be in that day as would the doctor. Now. Well. It's Tuesday, Dec 12 6pm and have not heard a peep. The office mgr kept telling me what my file said which was incorrect. She admitted short staffing so instead of just apologizing, taking the lenses and refunding me she argued with me about her needing to do her due diligence and what I was telling her. I'm extremely frustrated. read more

I have been a patient here for over 12 years. However for the past 5 days, the only people who have answered the phone have been the answering service. No returned calls, I sent emails and no response. I am so disappointed in the front desk situation. I have NEVER had the problem in the past. I live 90 minutes from the office and have continued to drive there for my eye appointments due the quality of care by Dr. Szeto. But I may have to change offices after all these years. read more

Always enjoy coming to Mountain View Optometry. Love seeing Dr Hur. She is kind and attentive. Would recommend it to anyone.

The business manager just copied and pasted a reply to my review from a year ago and completely avoided addressing the recent one star feedback. That does say something about the business. We will be purchasing our glasses elsewhere. read more

I wasn't impressed by the unfriendly, rude front desk, misrepresentation in pricing and insurance coverage. I visited for a contact lens fitting. My insurance covers this with a small copay, but I called to verify this before heading in. They said it was a $10 copay, in line with what VSP said so I went in. I came in, saw extremely grumpy front desk personnel, and found I had to have another eye exam for much more despite my vision being stable the last 20 years, and the contact lens fitting was actually $38. Not a big deal, fine I'll get that and the $10 eye exam. Got my contact lens fitting, which Dr. Bianconi said was covered by insurance. After the fitting, was shown a $158.95 bill (just for exam and fittings, no lens or glasses!) and told that no, they meant that my contact lenses would be included AFTER I paid that first. They didn't have the exact lens I wanted, and they charge about 50% more than other places, but I think they force you to pay the exam upfront and have contacts covered so they're locked in with more $$$ from your insurance company. Shady if you ask me. I was pretty annoyed and mentioned my coverage, but the front desk staff got 10x as annoyed as me when I said I wouldn't be back to buy contacts and said, "well then you lose your contact lens coverage." Uh no, I can go anywhere else, so no thanks to you and that attitude. Go elsewhere! Plenty more optometrists around. read more

The worst place to buy your prescription glasses or any glasses at all. Their price for the same glasses at other stores are half the price in comparison. My glasses were sold at other stores for $250.00 while Mountain Optometry eye glass stores charged me over $440.00. While they have good some good doctors, not all are good. The eye-glass shop is not recommendable. TOO EXPENSIVE OF A PLACE TO BUY ANY GLASSES. read more

MV Optometry is the BEST! They have extended hours, and when I had trouble with my eye, they got me right in for an appointment. Very professional doctor and staff. I strongly recommend this business read more

I need to replace a slip on nose pad for my glasses. JINs where I got my glasses asked me to call Mt View Optometry since they don't have it in stock. I called and Tony there was so nice, he reviewed a photo of my glasses via an email and told me that they have it and can replace it for me. I just went there today, Tony took care of it right away and free of charge. I'm just so amazed with their exceptional service. Thanks Tony and thanks Mt View Optometry! read more

Very TERRIBLE optometry clinic!!! Always over charged you! This optometry clinic took some extra tests for me before asking me and did NOT tell me it's not covered by insurance. My vision insurance plan is already pretty good, but I still need to pay lots of money for the test! And, they ordered the WRONG degrees for my contact lens TWICE!! I have to go to the clinic three times to pick up my contact lens, because they charge "$20" to ship it even they made the mistake. What a terrible clinic!! 非常差的眼镜验光的地方！ 想尽办法坑你钱！服务态度差！隐形眼镜的度数还订错两次！！！ 货订错后寄给你还多charge运费$20！ 假装让你觉得一些检查，保险是有cover的，没有经过同意就做了一些extra的检查后，都是需要自费的！ read more

They have no transparency about their billing and when I tried to get clarification about it the woman I spoke to in the billing department was extremely rude and hostile. Insurance plans can be confusing. Even in my initial visit, when I tried to clarify which services I would need to pay for, the optometrist had to verify what he told me several times and noted that my plan was confusing. When I sought additional clarification before my next visit with the billing department, the woman I initially talked to was extremely rude and unhelpful. She kept interrupting me and saying "I'm trying to explain," and then she would repeat the same unclear explanation as to how much my next visit would cost. I spent two hours there during my first visit and left with only my eye glasses prescription. I still need to go back for my contact lens fitting which will cost at least another $70. Other places do not charge this much for these basic services and are able to complete them in a single, shorter appointment. Their frames are also extremely overpriced and it seems like they take awhile to arrive. You're much better off going to a place like Warby Parker. Even though they're not in my insurance network, their glasses are *significantly* cheaper and still much cheaper than what I would pay for frames at this clinic *with my insurance* (which covers over $150 for frames in network!). Warby Parker also has much better customer service and their frames arrive very quickly! I've seriously had much better luck going to Walmart vision center for my exam and getting my glasses from Warby Parker. read more

Came to this clinic after years elsewhere, and like many I was nervous about how it would go. I can happily report that I had about as great a first experience as you can get. Super helpful and welcoming, answered my questions, and everything went smoothly and quickly. Dr. Ngo was fantastic! I am hard-pressed to think of anything negative to say. Strong recommend. read more

Dr. SZETO IS THE BEST! Mountain View Optometry and Contact Lens Clinic has a friendly staff and an amazing inventory! I recommend trying to make an appointment with Dr. Szeto O.D. because she has been my doc for years and I think she is the best optometrist in the entire Bay Area! This pandemic is highlighting just how important it is to take care of ourselves and each other, so I hope you are able to enjoy excellent health. Stay safe out there! read more

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It's never fun, when you pick up your 5th grader from school just to find out, yet again, his glasses are broken. I called the office and Marielle was able to squeeze us in their schedule to help a mother out! She was understanding about our situation and we couldn't be more thankful! (My son was not trying to go to school with taped up glasses.) When we arrived, we were quickly greeted by Marielle. She kindly asked us to wash our hands and then walked us over to Leanne. Leanne worked her magic and my son's glasses were good as new. We appreciate you guys! read more

Last year I bought 650 dollar prescription glasses from this office. Recently, they started to look crooked so I took them to the optometry department. I was helped by Glenda, who was rude in greeting me and argumentative when I told her what I wanted. She then adjusted my glasses by bending them with her hands -- which broke the lens. I have no alternative glasses and will now need to send them back under warranty (originally 650 dollars). Glenda: please take the time to greet people in a polite way, pause and listen to their problem, and do not break their glasses. Management: above are the bare minimum that employees should be trained on and incentivized to do. Please raise the bar to a higher level, you have some really nice people and care offered from this office. read more

In reply to Dr. Linda's comment: I totally understand the hard time we all went through during the pandemic so I want to make it clear. First, I didn't blame anything about Dr. Louie about the treatment itself. The problem is that some receptionists had passed WRONG INFORMATION to the patients. It should be the patients rights to choose the service they want and need after understanding the pricing instead of being charged after the treatment on the items that they were told fully covered by the insurance. Second, you put all the responsibility on the patient to check every detail about the insurance which is also acceptable. But either in the website or from the receptionist, I did not get the right information. So as a patient it is also very frustrated. read more

It was my first time at the office and I loved it. My first encounter was Jenny so welcoming. Then I was pre tested by Arlene she was such a nice young lady she disaffected everything and made me so comfortable. I been having an eye exam for 20 years, nothing like the full exam I got from Doctor Cheung He explained everything about my eye condition he was detailed about my questions, I'm coming back every year. I'm so exited about the frame that Glenda the Optician help me choose, she's wonderful happy person that gives you her knowledge how frames look on you , She disaffected everything before and after . I recommend making appointment ahead for an eye exam . read more

Mountain View Optometry & Contact Lens Clinic - Optometrists Near Me - Mountain View, California

I've been coming to this clinic for over 10 years. I can't say more than enough about the clinic and the superb care that they provide. I always enjoy catching up with Dr. Louie for my annual eye exams. She always gives me a detailed update on the health of my eyes and gives me specific tips for keeping them healthy. She also sees my entire family and kids often for their eyes as she employs various myopia control techniques for their changing eyesight. She gives me options to consider regarding the latest contact lenses and specific Zeiss lenses to protect my eyes at the computer and outdoors. The rest of the support team is fabulous as well. Specifically, Yesenia was great for helping me get a perfect Optomap picture of the back of my eye and Cassie was so patient with me for choosing the best fitting frame and lens options. The Zeiss computer progressives I recently got have been a lifesaver for my eyesight with my increased eyestrain at the computer. All in all, everyone at this place is top-notch! read more