New Hartford Eye Associates

Dr Waterman is very nice. Always takes time to answer my questions. The staff knows my insurance and makes the frame/lens buying experience easy. The only concern is that anytime I call about an appointment I always get a voice mail and often do not get a call back. I will have to call a few times to schedule my appointment. Other than that, great office.

I had an eye exam with Dr. Waterman, which went great. He is very friendly, and empathetic. After the exam, I asked them to order new lenses for my current frames. One of the employees told me it would only take 30 minutes to have the new lenses inserted into my current frames. They did not tell me when to expect the new lenses to arrive. I called the next day to ask if they had a tracking number for the new lenses, and they told me the lenses would arrive on a Tuesday and would call my cell phone upon their arrival. Tuesday comes and I gave them a call to check on the shipping status. They then told me to expect them on Wednesday and will call me as soon as the lenses arrived. It is now Wednesday, which they close at 1:00 PM. I called around 9:45 AM to check on the lenses, and they have already arrived, but I guess they did not plan on calling me to give me notice. The employee on the phone told me that the insert of my new lenses should take 30 minutes (I asked again just to make sure). After the call ended, I immediately drove over and told them I was there to have my new lenses inserted into my current frames. The secretary asked if I had an appointment, which I did not have because NO ONE told me I needed an appointment. I said no, and the secretary looked confused, and asked the adjacent secretary for advisement. The other secretary advised on "texting the back," of the office I presumed, to ask if my lenses needed to be inserted & edged or only inserted. An employee from the back came out to the front and spoke with me about having a "lot of work" to do and that I would need to drop my glasses off and come back the next day. This is a big issue, because I need my glasses to drive. I was lucky enough to have my second pair of glasses on hand, but If I were anyone else who also needed glasses to drive, then that would be a problem. It also was a waste of my time, it is a 40 minute round trip of driving for me and I did not appreciate how everything was handled. This office is very haphazard. Communication between the employees seems to be nonexistent. They need to hold office meetings (if they do not have any) or more office meetings (if they do) in order to create proper management among the office.

Dr. Katie Bono is outstanding! Knows her stuff and is very friendly! Satisfied with her completely. However, I had a 2:00pm appointment and was assured I would be in and out in time to make it to a 3:00pm commitment. It didn’t happen. Doctor didn’t come in until 2:48pm and it was just for a “quick” recheck on contacts. The selection of eyeglass frames was much smaller than most other places and the prices were high as well. I ended up ordering glasses elsewhere for 1/3 of the price I would’ve paid at NHEA, and since nobody at the reception desk ever called me back to verify my order for contact lenses, I ordered them elsewhere as well.

Always have a positive experience with these folks. Dr. Waterman is a great guy, very knowledgeable and very caring. The staff is friendly and very helpful.

I would never recomend this place. I love Dr. Katie, she is very sweet. But, the way this place is run is horrible. They cancel your appointment last minute, and one office staff will tell you one thing, and another staff will tell you something completely different. It's like they don't even work together. Highly frustrating. I had two separate bad experiences here. I thought the first one was random. The second one confirmed it is just the way they do business.