3 Customer Reviews
Review from Carlotta O
1 star08/09/2024
I had an appointment to have semiannual eye pressure examination which consists of about 3 test, dialation of my pupils and an examination by the doctor. On June 4th I arrived at 1:15 for my 1;30 appointment. At around 2:00pm I was called to begin the series of test prior to being place in an exam room to see the doctor. At about 2:45 the technician entered the exam room to put the drops in my eyes to dialate my pupils and at 3:15 I still had not been seen by the doctor. Due to another appointment that I had I was unable to wait any longer for the doctor as I saw him enter the exam room next to where I was waiting at 3pm. At 3:05 I told the technician that I had to leave, she left me to go and speak to someone else and at 3:15 I came left. My assumption was that someone from the office would contact me since my appointment was never completed however no one ever did. After a month I tried to contact the office and each time I called I was either placed on terminal hold or there was no answer at all. Katzen used to be the best in the state I dont believe a doctor's office can get any worse with customer service than this.
Katzen Eye Group-Lutherville Response
08/13/2024
Thank you for taking the time to speak with me this morning about your experience you had when you came to Katzen Eye Group on June 4, 2024. We need to improve our communication among the staff and the patients when there are changes to the wait times to see the doctors. I plan to use this experience as a learning opportunity to improve communication with staff and our patients.Review from Dorothy R
1 star06/10/2024
My mother’s eye appointment was great. She went to optical section for new glasses. The tech took her info and was about to measure her when she asked my mother to sign a form. It was a waiver that if her frame was broken, (she had her own frame), they wouldn’t be liable. I asked tech if this was new, because I’ve had several frames and katzen put in the lenses for me and my mother. She called over a guy, think his name is Matt. He was very abrasive out the gate. Spoke very derogatory to my mother. So I said it was policy that was not enforced. I’m assuming someone’s property may have been damaged for him to act the way he did. My mother didn’t want to leave her designer frame with them. We were leaving and he was still unprofessional things. I thought the rule was you’re not to engage to escalate the situation. He showed he had no people training at all. Want down to first floor to leave, my brother was wiring and I was telling him what happened. The guy, Matt, came in the door, engaged in the conversation I was having with my brother. He was screaming and yelling telling me to take my mother and get out and go home. He was soooo loud that my mom came out ladies room and one of the techs came out of advanced radiology asking us if we were ok. Matt jumped in the elevator and went back upstairs. She couldn’t believe he was acting like that. My brother was furious!! He threaten my mother that he would make sure she wouldn’t be seen there again. A 80 plus women and he was being outrageous. This is the worst service I have every encountered from a help professional, supposedly. I work with the public everyday and gave never spoken to anyone like he spoke to us. His actions are what u call clownish, not of normal being. Not for me but for my mother an apology is deserve. Mrs ********Review from Natalie H
3 stars04/19/2024
The office experience has gone down in the past few years. They have new staff and all of the receptionist needs training. They are simply rude with no customer service. They will ignore you and give no eye contact as soon as you get off the elevator and tell you to use self check-in while glued to their computer screens. The doctors are great, however It takes away from your appointment experience when the receptionist are the first and last staff members you interact with during your visit. If they're rude and cold it can throw your appointment experience off. All this was one visit, I've had other not so great experiences. I hate to take it here, but the office needs to do better. I only continue to come because I like my doctor, he's really thorough and has help me with my eye issues. Other than that I would have been left and still may if I find another good doctor.Katzen Eye Group-Lutherville Response
04/25/2024
I'm sorry to hear about your recent experience when you came to see Dr. ******. After you and I spoke about your experience in the office, I immediately addressed your concerns with my front desk. I want all patients to have the best experience possible when they come to Katzen Eye Group Lutherville office. However, we did not meet those expectations. I hope that you will choose to continue to see Dr. ****** and allow my front desk staff to grow from the feedback you provided to me about your experience.
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