I love the Eastvale location. Everyone is so nice and understanding. Dr. Kim has been doing my eye shots for Wet Macular in my right eye. He explains everything and is so kind together with his staff. I also see Dr. Ching here and she is wonderful too. Thank you all for your excellent service. read more

Jasmine at the front desk is amazing! She's honestly one of the best front desk staff I've ever dealt with. She's always friendly, patient, and very professional. She answers questions clearly, never makes you feel rushed, and has such a great attitude with patients. You can tell she really cares about helping people! Keep up the great work, Jasmine! read more

Total radio silence. It is impossible to speak with a live person at the actual office--everything is routed through a detached call center. I called multiple times to reschedule my appointment, but despite promises from the call center, I never received a callback or a new appointment. It's clear they don't value my time or want me as a patient. I'll be taking my business elsewhere. read more

The customer service was really good/nice. The care was a pass off. Dr. Soni couldn't/wouldn't prescribe an eye glass prescription. He referred me to another doctor as he said he was a friend and I had a PPO. It took two weeks to get someone to answer the call, mind you I was in need of eye glasses prescription. on contact they told me that the doctor had retired and it was only got a consultation and they did not forward me to another doctor. This is an overt look excuse for a doctor. Dr. Soni is someone that I would warn against seeing. I have found another Ophthalmologist on my own. This faculties is a poor excuse of a doctors office, thus I'd messing with someone's eyesight. Far as I'm concerned I'd rate them a 1. But because of the nice staff I'll give them a 2. read more

I needed a Cornea transplant and I have been very happy with the professional care I have received. Scheduling has been easy, the staff is kind and efficient. I would recommend Pacific Eye Institute to everyone! read more

All I will say is wait times are terrible they completely overbook. Not a pleasant experience.

The wait times and lack of response noted in previous reviews are REAL. I want them to be better. I have tried talking with management to no avail. The people are nice and helpful once you are in the chair, but in the meantime, it's a scheduling mess. No responses from voice mail to follow up. General lack of organization. Also, Upland office looks dirty. Cracked chairs, dirty carpet. Would benefit from some strong cleaning and overall management structure that supports serving clients. I have an upcoming surgery and am wondering if I made a mistake going with this organization. read more

My appointment was at 12:15 pm. I was there 5minutes early and checked in. I didn't see the doctor until nearly 2pm. I don't know what is going on, but definitely, there must be some management issues. I have several doctors that I see regularly, but none of my other doctors office make you wait nearly 2hours. Since I see other people had similar experiences based on these reviews, and they have not made changes to make it better, then this organization must not value our time. It is very unfortunate. read more

To start each appointment you wait over two hours past your appointment time to be seen by the doctor to schedule an eye surgery appointment. Then you get scheduled for an eye surgery appointment and the doctor is late which pushes your surgery back almost 2 hrs. After eye surgery all post op appointments you wait another two hours to be seen. read more

Wait times. Basic professional office procedure to schedule x amount of patience per hour based on average visit time with each paying patient . Thus keeping visits to a standard time. But a 2hr wait really should have been communicated to patient prior to visit. At what point did something happen or was there a one off with Doctor. We can all have understanding but let's be realistic. No body wants to go to the doctor and wait over 2 hrs to be seen. It kind of makes the DMV look like a well oiled machine. read more

They are very good at what they do. Great doctors and staff. The problem is it takes an hour to see a doctor.

Had an 11:45 am appointment. I was on time. Waited 1 1/2 hours and still never saw a doctor. Could not continue to wait and had to leave. Was not refunded my copay. read more

The front office is great, but don't be fooled. The back office is specifically the billing department and medical records. I do not recommend this clinic. I called and left messages for the billing department at least three times over three months with no return call. I am changing clinics now. I made an online request for my medical records and was denied since a valid ID was not provided. There was no requirement or field in the on line form to provide a valid ID. I asked how to provide the valid ID with no response. I called the office, but was told to request my records on line. I explained my situation that I made my request on line. No help. Put on hold, left on hold, and was gineally disconnected. The clinic is less than helpful and denied my medical records request. Does anyone know if thos violates state and/or federal law? Does anyone know if denying medical records violates HIPAA? Does anyone know how to file a complaint with the state medical board? Does anyone know a good attorney? Any suggestions to resolve my medical records request amicably? My blood pressure has spiked to over 170 trying to work with this clinic and obtain my medical records. read more

I called this place because I was looking for a glaucoma specialist and waited on hold to schedule an appointment for over 30 minutes. I finally hung up and decided to schedule an appointment online which stated someone would reach out to me within 24 hours. 2 days later and still no call ! Poor customer service and a terrible way to gain new patients! Filling out the form and wasting my valuable time holding was for nothing ! Do not recommend ! read more

Went there a few days ago and I was seen by Dr Kim when I arrived I Was greeted by Sandra the front office staff! She was absolutely wonderful! Such a charismatic girl! Everyone was very nice and informative Dr Kim was also amazing I don't care how far I have to travel to see him! Thank you Dr Kim and beautiful Sandra! read more

We came into the office on time. We had to wait two hours to see the doctor. Terrible scheduling. They have no value for people's time. Total apathy. We complained after 90 minutes of waiting and they didn't know when we would see the doctor and said that we can cancel and reschedule, but no promises that we wouldn't have to wait just as long the next time. Would rate less than 1 star if I could. read more

Just had my yearly follow-up/check up. I hate going and having lights shined in my eyes and everything. Who likes going to any kind of doctor right? But it's a necessary evil. Nothing against the doctors there, they are all fabulous. I have no complaints. The staff, especially Lisa, remembers your name and makes the visit worth while. Always so friendly energetic and outgoing. Until next year, thank you for making my visit worthwhile. read more

Expect a long wait! Every time we come here it's over 1 hour WAIT. Then another 15-20 minutes with the doctor. Some of the staff members are unprofessional and not friendly. They dress unprofessional, wearing vans and sweatshirts. I have never been to a Dr.s office where they dress so unprofessional. Many of the leather chairs are torn and need to be replaced. They need to place an air purifier in the waiting area because the air was making everyone cough including myself. As soon as we walked in I became congested and started coughing. Looking into taking my mom somewhere else that respects people's time and sees patients ONTIME. I do not recommend this place at all. read more

First time there. Appointment at 10.45am. Arrived at 10.20 am to do paperwork. There were approximately 30 people in the large waiting room. I told them my medical records had been faxed over from my ophthalmologist. Completed paperwork. I was told they had no records. Why didn't they contact me before my appointment? They called my ophthalmologist but the office was closed for vacation. I waited and waited to be called. I asked what the status was, and was to,d there would be a wait! At 11.30am, I told them I was leaving at 11.45am. That would be an hour after my appointment time. No apology whatsoever. At 11.45 am, I got up to leave. She said they had a room for me. I finally got seen at noon. By then I definitely wasn't happy. I was told I would be there for 2 1/2 hours. A very nice tech did a lot of testing, and I finally saw Dr Ryan Smith about 1.30pm. He was extremely attentive, and professional. I finally left there at 2.00pm. I certainly didn't expect to be there for 3 hours and 40 minutes. Once I was seen, it went well, but their scheduling was absolutely ridiculous. I hope my upcoming cataract surgery goes smoothly. read more

Had an appointment at 10am, sat for over a two hours waiting to be seen! I sat and listened to the staff continuously apologize to others in the waiting room for being so behind! multiple people having to sit and wait an hour or longer to be seen! I do understand not everyone is here for the same reason but the Apple Valley location has such a better basic service and care for their patients. I will not be returning to this locatio, lack of basic care and respect for their patients and their time! read more

RUDE STAFF!!!!!!!!!! very unprofessional. they will hang up on you if you keep asking questions!

The care given is great, the front office girls,are not pleasant or welcoming at all,that's my only complaint. Dr.Smith is really nice.

Great first time visit. Wait time was reasonable . Receptionist and medical assist was very nice. The doctor, Sharon Liao, was extremely nice and answered all my questions and did a thorough exam on my eyes and had them dilated and gave me drops for them. Recommend! read more

I am doing a follow up check up at this location after the last visit at the pacific eye institute at the Rancho location. The service quality is very different. At Rancho, the waiting time was about 15-20 minutes and everyone is cooperating very closely. We were amazed by the efficiency of how the information is communicated within the team. I will give Rancho location a five star. Today, I waited over an hour at this location. I left 2 hours time for this quick follow up check up and NONTHING was done during this whole time. I waited over 1 hour 15 minutes just at the waiting area. At 1 hour mark, I asked the receptionist how long is the waiting time and she told me I am next. But they called 5 more people before me. I was just asking to make sure I don't have to make any time adjustment for my later appointments. When I was brought in by a guy, he asked a few questions and said that he is going to dilute my eye whereas the doctor specifically told me that I cannot do that since I am breastfeeding. This may cause bad consequences if I did not bring that information up. It feels like even with the profile they have, they have no idea what they are doing before I see the doctor. Then, they told me I need to go back to the waiting area for another 30 minutes or more just to see the doctor. I had to cancel this appointment because I cannot run so late for my next appointment and also, I am just don't think the waiting is worth while since they don't know what they are doing and it will be a waste of time. I try to reschedule to the Rancho location again but it will have to be one month later. I understand there is always a wait needed to see doctors but at least, I am expecting the team to know the basic information of my case and work efficiently and not wasting my time when not needed. read more

horrible.. 3rd year in a row trying to understand why the rude ladies who schedule appointments can never seem to have their information straight. they will hang right up on you and leave you in a lurch! completely unprofessional and have no business working in the medical field. I will seriously drive an hour away just to not have to deal with the horrible staff here. read more

dr is very good helps me with my eye problems office staff is wonderful . If only it was on the first floor it would be so nice more convenient for me read more

Previously they charged my insurance for service I did not receive which I had to waste 2 days to straighten that up...NOW; the last visit I had, I wanted to pay eye drop and vitamins but after they charge my card they told me they were out of vitamins and that $30 could go towards my co-pay. 3 months later, now they bill me for my co pay and they are insisting on giving me the vitamin. The customer service rep told I would have to prove them otherwise. According to them, I did not pay for co-pay. "WHY would you charge me for the eye drops but not charge me for the CO-PAY?" read more

I had made an appointment a month in advance as a new patient. The day finally came and filled out the new patient paperwork. I waited 45 minutes and haven't been called to see Dr. New patients came after me and for some reason they get called before me. Staff breaks rules ( spouses come in and sit in lobby) for regular patients, but if your a new patient and you arrive with your spouse, he or she has to wait outside. After waiting for ever and seeing how the staff treats its patients I decided to leave despite me paying the co-payment. Totally un-professional clinic. Won't return here in the future. read more

the fact that it took you 11 months to share your concern /reply, says it all!!!! that's just as long as the wait time

Staff is always friendly and very helpful. Initial calls go to a call center that don't always get answered but the onsite staff will answer any questions. They screen all patients and everyone wears a mask. read more

I have been trying to set up an new appointment but it has been couple of hours since talking to Answering person in the morning and providing my details. No call back or anything till noon. If it is this hard to schedule an appointment or speak to somebody at front desk then I am sure about not recommending it till they make it user friendly or self service like other clinics. read more

My first visit was an emergency per my glass doctor. This business can have long wait hours sometimes because it is essentially an ER for the visually impaired as well as appts that are made in advance. I am so grateful they were able to take me in on such short notice - treat the potential ulcer in my eye and prescribe the proper Rx. 4 stars only because of epic wait times my first day. But will most likely change it to 5 stars since the 3 follow ups ive had have been quick and straight to the point. Also- BRING A SWEATER. Their lobbies get chilly. ;) read more

Had cataract surgery in their upland office which was always extremely busy with wait times anywhere from 35 minutes minimum to 3 hours or more. The doctor who performed my sugary was the inventor of the procedure I was having done. They over book, they cannot rightfully attend to their patience due to the massive amount of patients they see. There is just one doctor who performs all the surgeries which is crazy. My procedure wasn't properly done. I had complications right after surgery which they told me would clear up however it never did. A year later and now I have to have ther same procedure redone. read more

Go elsewhere. Made appt over a month ago for Eastvale. They called to confirm and made appt in Rancho Cucamonga without telling me. Supposed to send new patient info to fill out. Nothing. Got appt for 2:30 today. I'm still in the waiting room 3+ hours later. Office closed 40 minutes ago....nothing yet and I doubt what was supposed to be done will be done. I lost 3 hours of revenue today because of these yahoos and no car to get home because I was told to have someone drop me off. Go elsewhere. read more

I really wanted to like them but they didn't seem to know how to help my eye situation. Wanted me to keep coming back after "trying" things that didn't work. Expensive out of pocket each time even though I had insurance. They send you to the other location written about in other reviews here. read more

Scheduled an appointment over one month in advance because I literally have no time in my schedule. They called me today to re-schedule, 2 days before my appointment. Reading all of the other reviews tells me I'm not the only one with scheduling and appointment concerns. Do business with them at your own risk. read more

I have given Pacific Eye this rating, not because of their doctors but their office. Our doctor, Dr. Roeske, has been great. Trying to get in touch with their office is always a nightmare! We've tried for two weeks to contact office, sitting on hold, leaving message, choosing call-back option, still waiting to hear back from office. We would continue to stay with Pacific Eye because of their doctors, if the office would ever call us back to schedule an appointment. Don't know why the medical staff would accept this level of performance from their office staff. read more

My father is 81 years old and hates going to the doctor...but was told he has cataracts. I wasn't sure what to expect since it was just a consolation, but my father & I were very happy with his visit, the staff were amazing, from check in to all the testing. The Dr was pleasant & very thorough with my dad, we knew it was going to take about two to three hours, but honestly it didn't seem like it... I highly recommend this eye care facility. read more

Dr Kim is FANTASTIC!!! He explains everything so clearly that it eased my concerns & worries. I drive a little farther to go to Eastvale because all the staff is friendly, kind & professional. I had to go to emergency room about eye problems and was referred to ophthalmology. The office got me in 4 an appt within a few days!! I highly recommend this place if you have any concerns about eyes! read more

Very clean and organized facility. They checked patients' temperature and social distancing is seriously implemented here. All seats are disinfectant after each use. Receptionists and assistances are friendly and helpful. I feel safe to go to this facility and would definitely recommend. read more