I reached back out to the office to request a copy of the cancellation notice they given me where I agreed to it in writing. I kid you not, they emailed the below picture. I have since emailed the office advising them this is not sufficient for patients making an appointment over the phone when they have not been in the office for close to a year, where again when their office called and left a voicemail and I called back to confirm the appointment, they still did not advise of any cancellation fees. This is against CA law and bad practice to impose a cancellation policy based solely on a sign in their office, especially for patients that are scheduled on the phone and confirm on the phone. I have since found a new optometrist and guess what? They text their appointment confirmation so the patient can confirm and guess what's also included in that patient confirmation text? Their cancellation policy! read more

Visual Insight Optometry - Cancellation policy that they "give" their patients when scheduling appointments over the phone. What a joke. Nothing in writing, just this - Optometrists Near Me - Castro Valley, California

Dr. Haw is great. Unfortunately, I have so much trouble with the administrative staff who seem disorganized, don't listen, and get my information wrong. Dr. haw has prescribed me eye drops for the past 2 years for my dry eyes. My insurance changed this year. My pharmacist says the eye drops are no longer covered and that the optometrist needs to reach out to my insurance to get prior authorization. 2 weeks ago, I called the office telling them this information. 1 week passes. Nothing happens. I call them and they say they'll talk to Dr. Haw when he gets back in the office the following week, meaning nobody did anything the previous week he was there! The next week, they incorrectly send a prescription renewal to my pharmacy but did not talk to my insurance about getting prior authorization. My pharmacy calls me telling me the same thing from before: they need a prior authorization for the renewal to be processed, not the renewal itself. The next day, I get a phone call saying that Dr. Haw cannot renew the prescription since I haven't been seen in a year and that I need to make an appt to be seen. If that's the case, then why did you already send the renewal anyways?! And why didn't you tell me 2 weeks ago when I first asked you for the prior authorization? I need you to call my insurance to get prior authorization so the renewal goes through or write a different prescription that my insurance approves. I have to call back again telling them the same thing. It's like they don't listen or understand the difference between renewal and getting prior authorization so the renewal goes through. Even more infuriating is they recently called me asking what pharmacy to send the prescription too when I've been using the same pharmacy for 2 years and renewing the med every 3 months. How do you not have it on file?! Another time I told them to leave a message on my phone b/c I can't call during business hours since I'm working. They called me 5x asking me to call them back. When I called them back, there was nothing I needed to tell them over the phone that they couldn't have just left a message on my phone like I had told them repeatedly. There was no private info they needed from me. They could've just given me the simple update as a voicemail. it's so frustrating talking to the administrative staff. You need a lot of patience to deal with the administrative staff. I have stayed b/c I find Dr. Haw to have given me effective solutions for my eye problems over many years. Ugh. I'm starting to lose patience and am contemplating finding someone else that has better administrative staff. read more

I have been seeing Dr. Kimberly Haw for two years now. She is super nice and straightforward with her eye exams. Customer service at Visual Insight is also great whenever you have questions about an appointment. The selection of frames is good - I wish there were more higher end selections, but there is still a good amount to choose from. I've had 3-4 prescription glasses made from them so far. Parking lot is a bit tiny, but this is just a small note! read more

Not sure what happened but it's been 2 weeks and haven't received my order of contact lenses when I was told it would only take 4-6 business days. I had a pleasant time during my visit with the staff and optometrist. We even had a nice conversation while she was checking to see if my prescription changed or not. When I got to the front, the receptionist that helped me check out was nice and lovely and it was a smooth check out. I'm just a bit disappointed that my contacts have not arrived yet and I am nearly out. My appointment was for Aug 6th, Tuesday. I received an email from acuvue Friday, August 16th that they had just received my order. I was confused because I thought the receptionist submitted my order on August 6th, DAY of my appointment? So are you telling me I paid so much money that day for them to just forget to submit my order over a week later? I usually don't try to leave negative reviews of places but this is very frustrating. I've never ever had to wait over 2 weeks for contacts lenses to arrive, even during COVID times. read more

I've been seeing Dr. Kimberly Haw for a few years now and it has been a great visit every time. She is very thorough, makes sure I'm taken care of, and all of my questions are answered. The staff at the office is also very friendly. I'm so glad I found an optometrist I really like and will continue to go to. read more

I found Dr. Haw through a friend and have been seeing her for several years now. My past optometrist experiences were nothing like this. What sets her apart -- as so many reviews mention -- is how personable she is, and I can't believe I haven't written one until now. I enjoy our chats about everything from kids to travel during my visits. My whole family sees her now (finally got my husband to go!), and we all appreciate how thorough she is with exams and that she takes the time to answer questions. read more

Visual Insight Optometry has been a great help for my vision. Dr. Haw is amazing and she helped advise me on my insurance to get the best deal possible. Every exam tech that I interacted with was personable and informational and understood all my hesitancy and nervousness. They made me feel calm and in good hands! When selecting frames I just chose something low-key and functional but Yanni advised to go with something with a little more flair. She picked several frames for me and I put on a pair with sparkly Swarovski crystals and instantly smiled! Thank you again for helping me pick beautiful frames. Thank you Dr. Haw for explaining my exam results and taking wonderful care of my eyes! read more

They have a great selection of glasses and the staff and doctors are on point. It's the only place I go for my vision ware.

Dr. Lin is so knowledgeable and takes the time to explain everything about my eye needs. She also noticed I looked different from my appointment, a month ago. She measured my eyes and saw there was a significant difference. She told me to contact my primary doctor ASAP. I ended going to ER and was diagnosed with Bell's Palsy. If it wasn't for Dr. Lin's diligent care in her patients, I wouldn't have known something was wrong and taken immediate action. Dr. Lin is an exceptional optometrist and very caring. I would recommend Dr. Lin for all of your eye needs. She is the best!! read more

I have been looking for a new eye doctor for awhile. After searching on Yelp I found this place. I called to set an appointment and the receptionist was very friendly, she looked up my insurance and let me know what they covered and set an appointment for me. When I arrived, I was greeted with smiles and was giving a form to fill out. After filling out the form I was called back almost immediately so it was a very quick process. Now let's get to the main event which was my eye doctor! I came for new contacts and to update my prescription and I absolutely loved her! She was friendly, informative and very helpful! Not only did she help me with my eye needs but she also had some great recommendations for things for my daughter! She was very warm and welcoming and made my appointment enjoyable. Yelp really helped me find the perfect optometry center! I highly recommend! read more

I've been coming to Visual insight for more than approximately 10 years. I've been treated by all 3 doctors; they are all very thorough in their exams and providing information. The staff are very knowledgeable and are happy to answer any questions or assist in frame selection. One of the things about this business is that they do not overbook appointments. There is no wasted time sitting around waiting to be seen and no rush when you are seen. Pat C. read more

TL'DR: Disappointed and Frustrated at Scheduling Had a frustrating morning at this eye doctor's office. Took my family there for our appointment, and they had us on the wrong date. Super annoying and threw off our whole morning, including getting the kids to school on time. You might think it's weird that I showed up even though I didn't get an appointment reminder, but I searched and never got any text messages from my previous appointments so I just assumed they don't remind me. Maybe a suggestion is to add in text reminders so people can point out when the date/time is not expected. Also felt a bit uncomfortable with how they talked down about Jins glasses. I own a bunch of pairs of Jins and really like them, especially how you can get them same day for a fraction of the cost, so it was just a bummer to hear that. Was hoping to support local business, but this experience has made me rethink going back to there. However I do want to say that this review is not directed at the optometrist. She was thorough and professional, and very personable. I added back in a star for that. Thanks for reading! ---------- Update: I'm adding back in 3 stars because Dr. Haw called me and apologized about the scheduling mix up even though it's not her fault, and she was very genuine and empathetic. I appreciate her doing that. She also mentioned they are setting this text message system up so hopefully these sort of situations can be avoided in the future. I can tell she really cares about her clients. And honestly no one needs any more negativity in this world read more

Appointment went by smooth and fast. I didnt feel like it was a business for them and that they are after your money. They listened to what i want and what i needed and that's eye CARE. read more

Enjoyed a great conversation with the Dr. while they smoothly and skillfully did the exam. They helped me try a newer version of my contacts too. This is where I'll schedule annual check ups. read more

Looking for a good optometrist and lots of frames to choose from. Visual Insight is the place. The staff is friendly and Dr. Haw is awesome. They have great Covid protocols and a huge selection of frames to choose from. I have been to many optometrist ls and this pace is by far the best. I tried them once and this is the only place I go to. Note they have various locations in the Bay Area. read more

First time patient. Everyone on the phone and in the office was friendly and explained things clearly. They are using great safety measures against Covid. They have a large selection of frames. And Dr. Ha said I don't look a day older than 25. God bless her! read more

Highly recommend. DrHaw is very detailed oriented and the staff are very professional. I came into the office during Covid times and they are very careful and meticulous when it comes to screening and keeping the facility clean especially cleaning frames before and after you try them on. This is my first experience here by recommendation thru a friend. I think I found my new permanent doctor. read more

I found out about this optometry through my sister in law. Staff is always friendly and have honest feedback when you're picking out your glasses. We've gone here for my husband and myself. Currently they take your temperature and sanitize your hand before entering which is great! Also when you try on glasses they sanitize them before it goes back on the display for other to look at and try on. They also are very patient with questions you have to ask about your insurance and questions about other color options of certain glasses. read more

Visual Insight Optometry - A line up of glasses the husband tried on. Great selection. - Optometrists Near Me - Castro Valley, California

I've been going to Dr. Haw for well over a decade now. Always the same great service. I don't know why I didn't give this review years ago...sorry Dr. Haw. read more

Very professional and welcoming. Had to come in at nearly the year's end, 28th of December and they were able to accommodate me. The doctor had all the gadgets and equipment needed to conduct an eye examination. The young lady going thru the different options took the time to explain the difference in price levels. There are lots of different eyeglass frames available to choose from and I didn't feel rushed into making a decision. read more

I have been a client for about 25 years. I will not go anywhere else. Friendly staff, fantastic doctors and a huge selection of frames.

Great first experience here today. Dr. Haw's support staff member, Sophia, is a pleasure to work with. I actually went to school with Sophia and I was really impressed - she knows her stuff! She also helped explain what my insurance covers, which was helpful because I've only been off my mom's insurance for a year and I'm still learning how to navigate it on my own. Dr. Haw was really nice as well. As other reviewers have noted, she is very personable and fun to converse with. She talked with me a lot about my job and we ended up having a connection over that, so it made me feel comfortable right away. She also fitted me with new contact lenses and did a thorough exam. They have a wide variety of frames to choose from, and their prices are pretty standard. The office is super clean and there is a little sign on the exam chair letting you know that the space has been sanitized. I felt safe and at ease in this office. All my questions were answered and I was happy walking out today. read more

Best customer service ever. The frames are great! They have a vast variety and I feel like anyone breathing can find something for themselves. 10/10 business. Everyone working at Visual Insight cares about their job, and you. This is an experience you can dream for in a medical situation. Don't take my word give it a shot and check out the frames, all original but they can reorder a design you like if they don't have it on hand. read more

My son and I go every year for our annual eye exam and they are always great. Very good customer service and they have awesome selection of frames. Very clean office and everyone is very nice. read more

Customer service is great! Our whole family has been going to Visual Insight for the last 4 years. Dr. Haw is awesome with my boys and always explains things to us clearly and takes her time with a thorough check up. The staff are all friendly and have helped answer all our questions. So happy we found this office! read more

I've been seen by both Dr. Katherine and Dr. Kimberly and honestly it is the best experience I could ask for. I've gotten contact lenses and glasses here. They are both so helpful, patient and caring. They really want the best for you and I'm pleased that I found a doctors office that feels like family when you walk in. read more

I had a great experience here and found my new permanent optometrist. They were very mindful of covid guidelines and took your temperature, made sure you sanitized your hands, and whichever frames you tried they will not put back. They will clean before putting it back on display. I felt very safe. The staff is very professional and nice. Dr Haw made me very comfortable with some small talk even before checking my eyes and really felt like she cared about me as a patient. They were very honest also about what frame looks good and does not look good for my face and are very upfront with costs. I will definitely recommend them to all my family and friends. read more

My husband and I came here as new clients after having a several bad experiences at an optometry office we had been going to for over 38 years.... Dr. Haw and her staff were amazing ! They were so friendly with us and helped us each step of the way! We will definitely be repeat customers from now on ! A great experience! read more

If there's such a thing of an "Optometrist of the Century" award, it would go to this place. Hands down the best in all areas of their industry. These folks here are solution experts. They're detail oriented. They're receptive to your needs (that means they listen to you even though you're a pain in the ass). They're knowledgeable in their field. They "think outside of the box" for weirdos like me that have unique situations (thats where being a "solution expert" comes into play). And.......They deliver a level of customer service that is far and beyond (that means they're hella nice)!! Seriously! Not the fake kind of nice because you're the customer; they're the genuinely sincere kind of nice because they actually DO care about their customers. So I guess that means they're also experts in cultivating long lasting relationships to ensure you'll become a repeat patient/customer. I know I will! Oh.... did I mention that they possess an impressive level of patience; the kind of patience required to offset that urge to slap the 'ish out of you? (wish they could teach my wifey that kind of patience LOL). If a staff (not just one of them but all of them: The Doc, Judy, & Natalie) can work with an old stubborn, hard to teach mule like myself to find a way to adopt the concept of jabbing a contact lens in an eyeball.... make that 2 eyeballs, yes 2 freak'n eyeballs! Then you know you've revelled into optometry blissfulness. The only downside: I wish I could break my eyes so I could see them more often because they're that freak'n awesome! Maybe I can figure out a way to grow a couple of more eyeballs somehow to require their service again soon. Yeah, that's what I'll do! Thank you: Dr. Haw, Judy, & Natalie! Y'all are eyeball rockstars! Landon read more

Very helpful and hospitable staff. Despite Covid restrictions. Will be coming back for prescription reading glasses.

Initially, I was not pleased with the wait, but the attention provided and given by Dr. Haw made the difference. She is very patience and provide extra care with options that fits your need. She and her staff ensure you are taken care and answers all questions we had. Highly recommended, but perhaps they can schedule appointments farther apart. read more

I found this place through yelp and I'm glad I did. Pros: There's a parking lot - so no problem finding a spot. Friendly staff - I was greeted upon arrival and checking in was a breeze. Clean and spacious exam room...same goes for the waiting room. Good selection of frames - many to choose from. Saturday appointments available for those that works Mon-Fri and they have several locations. Dr. Kim Haw is very pleasant & friendly. She thoroughly explains what she is doing so no surprises. No pressure in buying prescription frames - she leaves it up to you to decide which I felt is a good practice. And most importantly, she takes her time to ensure all my questions were answered and I did not felt rushed at all. I would highly recommend Dr. Kim Haw and this location. I will definitely be coming back for my yearly eye exams! read more

I really am happy I found this place. After having not so great experiences at my previous optometrist. My appointment here far exceeded my expectations. Very knowledgeable and helpful staff and a large selection of frames. Also the help I got picking out frames was great since I can't really see how they look without my glasses. read more

Prompt, Professional, Courteous! My experience with these folks, in an emergency situation no less, was amazing. I don't hesitate to recommend them Ray Jones, RN read more

Dr Haw, where do I start? Thank you for saving me on more than one occasion. Where my health insurance couldn't support me in an eye emergency Dr Haw saw me on short notice and helped me with a crippling eye issue. The second time I needed emergency help was she saw me on short notice after business hours and saved from a night of misery by taking care of my eye. She really cares about her patients and it shows. Each of my visits she has been very clear and suggests solutions to try. She never rushes. People could really.learn a lesson from Dr Haw about what it means to provide world class service. THANK YOU!!! read more

It was years since I had a seen an optometrist and really needed a new pair of glasses. I looked around the web and on Yelp and decided on Visual Insight. I am so glad that I did. The staff was professional and friendly and the optometrist, Dr. Haw was knowledgeable and had a great sense of humor. Besides all that, Dr. Haw did a routine check up of my eye and discovered an urgent retinal detachment problem. She made a referral to my regular ophthalmologist and luckily for me, I was able to get that resolved. I am very grateful to Dr. Haw for catching this before something terrible happened. If you want to find a good place to get your eyes checked and your glasses made, I recommend Visual Insight wholeheartedly. read more

Before I could go in and look at frames, I was given a form requesting all my personal information. My full name, address, phone number, employer name and the last 4 of my social security number!!! A stuffed apology was spoken, explaining that is the policy. I was surprised they did not request my bank account or my blood type. Why would anyone consider this appropriate business practices??? read more

Dr. Harano is the best eye doctor I've ever been to and if this review were just for her, I would give her 10 stars! She's personable, attentive, funny and informative. I enjoy our visits (who likes an eye exam?!) and she is thorough. She answers all my questions quickly and offers additional info just so I know what to watch for. Also, one time I got something in my eye and she saw me that day to be sure I was okay. She is all that you want in an eye doctor! Her front office staff is another story. I've had difficult conversations about simple matters and frankly they make things a lot of work. At one time she had this stellar young woman (Tiffany?) working for her who provided exceptional customer service. I think she went to Optometry school at UC Berkeley which is great for her but not so good for the front office. My experience has dramatically changed since she left the office Customer service is so KEY to a patient's/customer's overall experience. I hope the staff keeps this in mind so the service they provide doesn't detract from the otherwise stellar practice Dr. Harano is running. read more

This is my new spot for vision care in Castro Valley! This location used to Wild Iris Optometry and Primary EyeCare - but now it's under new ownership and I must say it's even better! They've made a small waiting area in the front with a dedicated receptionist and opened up the back to be a dedicated frame selection gallery. Dr. Haw is a Castro Valley native - a product of the CVUSD system (and I'm always happy to support the hometown small business). Dr. Haw and her staff go above and beyond to make sure that you're happy with your eye care. From contacting various insurances and navigating claims to aiding with the selection of frames and lens choices, they're striving to make you happy! I think I've found a home for my vision care and hopefully it'll be one that I can go to for years to come! read more

Dr. Haw and Tiffany are excellent -- professional and through. Issue with most businesses is that they just don't pay attention to the details. When Dr. Haw is looking at your eyes, she spends the extra time to ask questions and see if there could be improvements to your quality of life. In addition, she cares about saving you time by doing as much as possible during your visit so that you don't have to make multiple visits. Also the staff is very friendly and helpful. read more