Family Eyecare Center, Now Operated by Total Vision

Apr 2024

The founding doctors have retired, the practice was sold and changed names. The experience when I last went was less than awesome and I have stopped going there. Prices are high, delivery of glasses was slow, and they seemed to be quite intent on upselling every customer. Some of the reception desk staff were brusque and humorless (not all). And as I already noted, the founding excellent optometrists have retired or moved away. In short, the excellent optical care I was receiving was no longer present, which left the bad taste of them not accepting VSP plans for quite a while, and expensive, slow delivery. I've found a better run, friendly INEXPENSIVE place to get great care and glasses in Los Gatos. Indeed, I got two pair of prescription glasses and an eye exam for less than it cost me to get a single pair of glasses... and that is WITHOUT charging my VSP!

Feb 2024

I had my eyes checked for a contact prescription last week and have been trying to order contacts since then. When I call they always say the contact department is busy and will call back and they never do. It's ridiculous that I can't place an order. I went in for that purpose. Doctor was nice but what's the point if I can't get the contacts I need! I'm almost out of my other ones! I was just there last year and it turns out the doc only gave me an RX for glasses and not contacts when I mainly wear contacts.. They do that so you come back and spend money.

Jan 2024

Part one - me Dr. Lum is incredible, he is as blind as I am, hahaha, so he understands the unique challenges with my eyesight. Our eye tech Chris was exceptional, taking the time to explain things to us. Now for the hard part... If you're VSP, and you're not needing medically necessary, please go somewhere else. VSP kicked them out of network, so they no longer can give you your full benefits. They've been very gracious during this time (they're in a lawsuit with VSP), so in the meantime they discount just about everything so that you still get your benefits. Except for medically necessary, they can only give you the out-of-benefit $250 towards your glasses/contacts. When you're a -12 contacts or -15 glasses, you're already spending a good $1500 for glasses so every bit of the medically necessary benefits are needed. So they can't honor the full benefit and if I claim the eye exam then I have to claim the contacts/glasses benefit at the same time. So, I had to pay full price for the exam and walk out with nothing, and have to find a new eye doctor within plan. My issue is that this was NOT disclosed until it was time to order the contacts. Part two - my son Know how usually a doctor's office lets you know when it's time to schedule an appointment? Not so here. So when I called to make him an appointment, we realized he hadn't seen anyone since 2022. Made him an appointment to get his eyes examined. He hadn't changed much and decided to get the same glasses he already had, and Chris was exceptional helping him with it. He explained with the VSP they would match the benefits with discounts so his glasses ended up under $500. Now for the hard part... Apparently there are two kinds of exams, one is for glasses, and one is for contacts. If you make an appointment for contacts, it includes the exam for glasses. So even though he was considering switching to contacts, we couldn't because he only had the glasses exam. Dr. Lum built Family Eyecare Center, it was his baby and it makes me sad to see how it's devolved now that it's part of Total Vision. He is the kindest man on the planet, and he knows his stuff, but right now, I'm not sure it's enough to continue using them especially since I can't get full benefits. If it wasn't for him, this would be a one star review. Chris was great but the issue is systemic. My two cents.