Dr. Christine McKimmie

See Attachment.

10/26/2015
To Whom It May Concern:This letter is to address the complaint for above stated reference number. The pair of glasses was purchased 08/13/2014 (please reference enclosed receipt).The patient used her [redacted] Insurance benefits for the purchase of the glasses....

[redacted] coverage for this patient requires that her eyewear be manufactured and inspected at the [redacted] laboratory, then shipped to our location for dispensing and fitting purposes.[redacted] grants a 1-year warranty for manufacturer’s defects, and scratch warranty on lenses.In this time frame she returned to our location for a routine repair (lens popped out) that was addressed accordingly by reinserting the lens and tightening the eye wire screw.Customer returned to out location 10/22/2015 with the complaint that her temples were becoming hard to fold down. The temple hinge was cleaned and properly lubricated to resolve the problem.The lenses purchased and manufactured from the [redacted] Laboratory are no longer under warranty and can not be replaced.The frame is also outside the one year warranty provided by the manufacturer. After researching this incident, the manufacturer notified us that this frame is no longer available and has been discontinued. So a replacement of this frame is not an option.Sincerely,Tyler GGeneral Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I don't understand the response.  So they submitted a copy of the receipt, showing what my portion was after my insurance paid?  That is not a response to the frames being poor quality and the lenses falling out every couple of months.  I went to Pearle the afternoon that I made the complaint, they did once again repair them.  I am not unhappy with the store, I am unhappy with the poor quality product that was sold to me.  My insurance does not allow new frames every year, I am only allowed 1 time every 2 years so I am stuck with poor quality frames for another year. 
 
[redacted]
Regards,
[redacted]