Terrible Service

We have been doing vision therapy with IGARD for over 6 months and I believe that our son has had improvements, and that the therapist is knowledgeable and experienced. However, the experience we have with the Clinic has been nothing short of terrible. When committing to Vision Therapy you’re required to by a 20-session package to be paid up front, it is a lot of money and I’d expect a certain level of service when making such an outlay. Appointment bookings must be made via an App but if that doesn’t work it appears no one can help – I spent over 2 weeks basically begging for our appointments to be booked in as our preferred times were getting booked up but received no help from IGARD at all. The front desk attendants were hopeless – I was continually told someone would call me back, yet no one did. A Check Up is included in your package yet you’re given no direction on when you should be booking this in – it’s like once they have your payment you must manage your treatment plan on your own. Due to this lack of communication, we ran out of sessions and then had to interrupt our treatment, as we couldn’t book any further sessions due to not having a package. It was beyond frustrating. When I asked to speak via phone to Dr. Yap I was told he doesn’t speak with patients via phone and I had to make an appointment to see him – the next one was available in 2 weeks time. I explained that was not good enough and was given an appointment the next day – so I had to make the time to go to the clinic to sort it out instead of it being able to be sorted out over the phone. During our last Check Up one of the therapists/receptionists took my son to do some checks, at no stage were we told what was being checked, he was not spoken to or given any directions, and the person really didn’t look like they knew what they were doing. When I queried Dr Yap about what had been done, I was brushed off and told that that test didn’t matter – very confusing. Overall our experience has been very stressful and it definitely didn’t have to be if better management practices and service standards were put in place.

Good results from vision therapy

In my experience, IGARD is the best vision therapy clinic in Singapore. My daughter’s school grades improved dramatically after vision therapy. Before coming to IGARD, she used to be a reluctant reader due to the eyestrain that she was suffering in silence. I was unaware about the vision problem until this was picked up by their optometrist, and it was formally diagnosed by Dr Yap. He is the best eye doctor for vision therapy and I am thankful that this problem was picked up. The vision problem was causing poor attention and learning challenges, and it also explains her frequent headaches, dizzy spells and lack of concentration. I am so glad that vision therapy has helped my daughter, and all the time and efforts to do eye exercises have paid off. Special thanks to Teachers Isobelle and Valerie - both of them are fantastic with young children. Even though it was frustrating at first, I realised that this is not the clinic’s fault because I was initially very anxious and was filled with mixed feelings. It actually took me a while to understand the impact of the vision problem on my daughter, and the challenges. I noticed many parents book their appointments in advance, so it is not easy to get a time slot I prefer. So, my advice to all parents is to book your appointments as early as possible. The clinic is full of patients and they can be very busy especially on weekends. I have previously witnessed people venting their anger on the admin staff, and some customers even show abusive behavior. They are only trying to do their work. Hopefully my review help more people to understand vision therapy.

Average therapy, poor customer care

I am giving this center 2 stars. The stars are for the therapy which seems decent (but I've just started). It's expensive (maybe normal in Singapore) and not exceptional (I did 2years regular eye therapy in Europe and this what I compare it to). I have been disappointed with the Igard's customer care. I feel that the minute I purchased the package, Igard lost interest in me. My insurance can cover eye therapy if I have a doctors' report. I was told it will take 2 weeks (!) to get the report. Insurance will not cover any therapy that will occur prior the report. I explained this to IGARD multiple times, I even went there in person to expedite and try to get the report sooner. Not only I did not get it sooner, I did not get it even within 2 weeks...(today). There are not many centers offering adult eye therapy in Singapore. Maybe that's why IGARD feels no pressure to care more.

Warm service and great improvement

We went to Dr Yap last year when we realised that my daughter probably has some vision problem. Dr Yap was very understanding when we explained that he had to rush through the letter of recommendation for AA application for her major exams. She didn't have time for therapy yet with her busy schedule, nonetheless his recommendation did ease some discomfort she always felt when doing work or during examinations. With his efficiency, we made it just in time for SEAB's approval (about a month plus before her exams). During consultations, it was never rushed as he ensured that we understood the problem in simple terms. This assured me that my daughter is in good hands. We started with her therapy this year and with Ms Wong's patience and guidance, we saw tremendous improvement. She's much happier now without much struggle. Thank you very much for your help. Trust me, you will be in good hands the moment you stepped into the centre.

Great improvement and warm service

We went to Dr Yap last year when we realised that my daughter probably has some vision problem. Dr Yap was very understanding when we told him that he had to rush through the letter of recommendation for AA application for her major exams. With his efficiency, we made it just in time - about a month plus before her exams.

Great progress!

Our son had a past history of strabismus; although the surgery was successful, the eyes were not aligned and only Dr Yap was able to finally diagnose this condition. Our son has just completed the first round of vision therapy and we are happy to say that his learning already improved and it is such a joy having a happy guy around us reading books. He is about to start another round of sessions to keep on training his eyes to work together. Thank you Dr Yap, Valerie and Jani for your superb expertise in this field and working tirelessly to provide the best service. Highly recommended!

Lazy eye treated successfully for adult

At age 45, I am successfully treated with vision therapy. Just after one month of treatment, I feel my lazy eye improved. I can feel my eyes no longer turn away so frequently and my eyeglass degree script also reduced. Dr Peng Yap and the team at Igard are attentive to my treatment.

Review for my six years old

Team work n package price looks reasonable.

Thank you - great service

Big thanks to Dr Yap - great thorough service that helped our 11 year old through his first eye exam - and the news he will need glasses. Really appreciated the great personal service

Excellent patient consult

Very happy with the thoroughness and communication from Dr. Yap. He really put our seven year at ease and gently went through his testing.