Prism Eye Institute (Brampton)

Reception staff unprofessional, creating mess in appointments booking causing delays for the patients to be seen by the doctors

I’ve spent over $1,200 at Prism Eye Institute, but my recent experience with a missed appointment fee highlights poor office management and communication. I had to cancel due to COVID-19 and requested a waiver of the fee, given my history with the clinic. Instead, they claimed I had missed seven appointments, costing them a financial loss, which is not accurate. There were seven email exchanges confirming two appointments, but the emails included incorrect times and even the wrong patient information. Despite reaching out to the doctor and office manager, I’ve received no response. This reflects a troubling focus on fees over patient care and accountability.

TThe Doctors are Great. Problem is with the call center .. you call center and always get an answering machine which promises a call back . I have called Prism 4 times and am still waiting for a call back for a call which was made in February 2024. I was fed up waiting so I changed my Doctor . Today I had an appointment at 8:30 am. I reached there at around 8:00 am . When the receptionist gave my Health card I thought the staff had checked me in and she directed me to sit at section E. At 8:30 am when I was not called in . I approached the Technician . He advised that I was not checked in and I had to go back to reception to check-in. After the technician had completed the test. I went back to reception and got a very bad excuse . As per staff, As I came early they would only check me in at 8:30 . Which in my case they forget to check me in

Do yourself a favor, never use this place unless you want terrible service.

Lovely facility with substandard service. Rude, unfriendly receptionists. Support staff was efficient and wait for single doctor on duty was lengthy. Be prepared to be there for 2 hours. Doctor Mills quite friendly and took time to explain my situation.

They messed up my appointment booking. Told me that I missed my appointment. I hadn't. Told me that they called me the day before the appointment to remind me. They hadn't. (I have phone log proof). Told me that I confirmed my appointment in an email. No such email was sent to me. Told me that they had notified my eye Dr of my appointment. They hadn't. Treated me like I was incompetent at the front desk. Highly recommend not going to this location.

The 'Customer service' is a beaurocratic nightmare. You can't talk to a Doctor. I had prescription lenses made ($$$$). They do not fit. Tried to have the Doc who prescribed the lenses to re-examine the prescribed Rx: it's like the Paschendaele battle.. There is a ping-pong being played between the Manufacturer, the Store and the Phisician. We are the losers. They charged us for "images" for which we never had to pay before. No explanation as to why. Not coming back, if I can help it.

Horrible experience dr Yang was not knowledgeable tried to escalate the situation no one knew anything.

I was lost driving to Prism in Brampton. I tried to phone but got a recording. When I finally got there the receptionists were busy talking to each other. Totally unprofessional. I was referred to Prism by my doctor. I like everything else about Prism and my doctor. Reception needs to be reviewed.

Worst Customer Service EVER! I have left 9 voice messages and 7 emails over a few months with no response. How do you manage your eye health if no one will contact you? The only thing left to do is just show up at their door, but for someone who is disabled and need to book transhelp, that is not an option. Patient care is not their focus sadly