Andover Eye Associates

After many years going to this practice I have made the difficult decision to leave. Here is why...

They have documented my care on the wrong medical record, they repeatedly cancel appointments for cataract surgery and the new staff in the optical shop are beyond rude.

You can make your own decisions since most of these issues are administrative. Dr. Chin is wonderful and very competent for eye exams. The office manager (Beth - who I tried to contact to discuss) was hostile, argumentative, and simply was not interested in feedback. She went so far as to accuse me of canceling appointments and being a no- show - both inaccurate

Having extensive experience in healthcare - this is simply not the way to treat/interact with patients.

I would recommend looking for another practice

I didn't actually end up going to Andover Eye Associates for an appointment (more on that later), but I suppose that's for the best if their customer service is anything to go by. I talked to three (maybe four) different receptionists and felt like I was getting mixed messages.

I called to make an appointment as a new patient last month and gave all of my information over the phone. No issue with that. A week or two later I received a call saying their hours of operation changed due to the COVID-19 situation and asking if my appointment time could be changed. Again, no problem.

I called back yesterday to reschedule and got someone on the phone who was different from the person who did my intake and the person who called and left me a voicemail. Whoever answered told me, rather curtly, that they were closed for the day and to call back tomorrow. I had to ask what their current hours of operation were since she did not offer that information, nor did they tell me their hours of operation in the voicemail. She told me and I hung up after I thanked her since I didn't seem to get any kind of response after that. I'm not sure who this person was or why she answered the phone if she couldn't assist me. Maybe for medical emergencies, although I thought that might be a different number than the main line.

I received a callback today (from the woman who initially left me the voicemail) to reschedule my appointment. About 20 minutes later, I received a call from a different person saying my insurance was out of network and I could either pay out of pocket or cancel. I opted to just cancel the appointment. This particular woman was polite and apologetic, and I do appreciate her telling me ahead of time about the insurance rather than finding out the day of or after my appointment.

However I am frustrated that it took this long and this many different phone calls to figure out the issue with my insurance. I'm particularly confused since they were listed as a provider on my health insurance's website, although that's likely the fault of the insurance company. To be fair, I know the current circumstances are unusual. Also I don't know the process and how long it takes for healthcare providers confirm whether someone's insurance plan is accepted. Still, had I known sooner my insurance was not accepted, I would have contacted different eye care providers in my area. Honestly my whole interaction with this place just felt like a waste of time to me.

I saw two doctors here, and they were both fantastic. Both understood that I was nervous about having anything done to my eyes and were extremely gentle with me. I highly recommend them! They fixed my eye problem. I am extremely grateful.

I would definitely recommended this office to all my friends and family! Very professional, well educated, knowledgeable, thank you so much to DR Terry Chin, Dr Evans and special thanks to Carolyn Sheppard who helped me filled up all the medical forms I needed for my works! Thank you!

I have been a patient at Andover Eye for a few years now and I have always received excellent care and service from the front desk, techs, optical shop and the doctors. Yesterday I had a vision concern and called them for an appointment. Rosemary was terrific and got me in to see Dr Chin in the afternoon. Elena (tech) was so kind and relieved my stress during the visual screening. Dr Chin examined me and reassured me that I was going to ok. Checking out, Chrissy scheduled my follow up w Dr Chin with a nice smile. Such a great experience all around! I am so thankful for the added care and nurturing this practice always provides- thank you AEA! You guys are the best!!

Andover Eye Optical Shop has been my service provider for 14 years. I have come to depend on Erica to help me pick out frames that actually look stylish and complement my face shape and personal style. The glasses are typically available in a week or two. If not, I get a phone call with update. They check to ensure the fit it right and that I am happy with my purchase before I walk out the door. Thanks for your patience and assistance Erica!

I have never dealt with the optical shop but I can say that the Ophthalmology practice here is second to none.
I have gone, for years, to Dr. Michaelson and I would recommend him to anyone.
However, earlier this week, I saw a different Dr. on an urgent basis. Dr. DeCastro was very nice and diagnosed the cause of my eye injury quickly and her treatment method shaved days off of my recovery time. My follow up with her yesterday went very well. She was very nice and very thorough with explaining my treatment options for a permanent resolution to this eye issue.
In a few months I will see a different specialist, Dr. Townsend, to hopefully correct the issue which caused the injury in the first place. I have every confidence that my positive experiences here will continue.
Also, a shout out to the front desk staff who are also very personable and knowledgeable.

Went here for the first time last week. Everyone was friendly and helpful, including the woman in the optical shop who helped me with a glasses and prescription sunglasses order. I went back today for a follow up on my contacts and everything was fine, until I went back to the optical shop. The woman who assisted me last week was on the phone helping another customer, so I stood at the counter and waited. A second woman, with curly hair turned around and somewhat curtly said "we'll be with you when we have time." Ok, fine. The curly haired woman finished helping another customer and was helping me about a minute after our initial interaction, when I advised her I needed to order contacts and wanted to check the status of the glasses I ordered last week. The curly haired woman went in back, came back, and said they'll be in tomorrow, at which point the woman who assisted me last week advised this woman that my order had 2 pairs. Rather than going and checking on the 2nd pair, the woman began processing my contacts order and told me I would get a receipt when I pick them up "because it's going to take awhile to put in the system." I advised her I needed a receipt to submit the expense to my FSA, at which time she did offer to print the receipt for my glasses as well, which I hadn't received the week before. After finishing the contacts order, she seemed ready to be done with me, but I asked if she could check when the 2nd pair of glasses would be in. Rather than go in back again, she said well it's through VSP so 7-10 business days so 9/19 at the earliest. I advised her I was leaving for vacation on 7/15 for 2 weeks and had not been told my glasses would take so long. She continued to argue 7-10 business days until the woman who helped me last week said, "It's fine; I'll check" to her. She checked and they will be ready Monday.

Had this curly haired woman taken the time to actually check, she could've avoided upsetting me and creating a negative experience with this practice. I have no time for laziness and poor customer service. I advised the receptionist on my way out to cancel the reminder for next year's appointment in their system, as I will not be returning, except to pick up my contacts and glasses.

Dr Chin is a very good doctor but the technician was very rude and condescending to us(me and my mother). other than that, dr chin was kind.

I've been going to Andover Eye and Dr. Chin for a few years now and they have been fantastic. The front staff is usually polite, punctual, and attentive. Dr. Chin is very professional yet always takes the time to ask how I am and how work is going. He worked hard to help me find daily contacts that were comfortable my eyes (and it took more than a few tries....stupid astigmatism). I'm embarrassed that I can't remember her name, but the woman who works in optical with the glasses and the dark hair is a godsend. She has helped me pick out cute glasses twice now and is beyond helpful with insurance plans, benefits, frames/lenses, and all things regarding getting your contacts/glasses in your hands. No joke - every office needs a lady like her. As long as I continue to live in the area, I'll keep coming to Andover Eye.