Nazareth Eye Associates

Review: I gave my frame to Nazareth Eye Associates to get new lenses put in. When I got my frames back, they were cracked. I called them and they said there was nothing they could do. That I gave them my frames at my own risk. Nothing was said to me when I gave them my frames, nor was anything signed that this was the case. When I picked up my frames, they were badly bent and I used their equipment to try to adjust them since no one was there that knew how to do it. My frames are very expensive frames.Desired Settlement: I want the frames replaced. If not with the same frame, then a new one of the same brand. And I repeat, the same brand!

Business

Response:

To Whom It May Concern:Nazareth Eye Associates received the above-referenced customer complaint and appreciates the opportunity to respond. The patient complains that when she received her frames back they were cracked. She is requesting a new frame.Our office has researched this complaint. The Patient was seen for an eye exam on June 27, 2014. At the exam I noted that the Patient had a change in her eye prescription. The Patient was then sent to our Optical Area. At this time the Optician explained to the Patient in detail the benefits of the Patient’s insurance, [redacted] Plan. The Patient explained the she had previously worked in the industry and was fully aware of her insurance.The Patient requested to have her new prescription inserted into her previously used frame. This is allowed by her insurance, but they gives no guarantees on breakage if the patient is using an existing frame. As a mandate of her insurance company the lenses are to be made and inserted at their laboratory.The insurance laboratory made and inserted the lenses and upon inspection shipped the glasses to our office. The glasses were received in our office on July 15, 2014 and were inspected in our laboratory to verify that the lenses were made correctly and no cracks were observed in the frame. The frame passed inspection and the Patient was called to pick them up.The Patient came into the office on July 15, 2014 to pick up her glasses. Our Optician was out of the office and the Technician dispensed the glasses with no adjustments being made to the frame. The Technician explained that the Patient should have the glasses adjusted when the Optician returned. The Patient, who had previous exposure in the eye care industry, requested to use our equipment and make the adjustments herself. The Patient left the office with no mention of a cracked frame.On July 18, 2014, the Patient called our office to tell us that the frame was cracked. Our Optician spoke with the Insurance Lab and they had no documentation that the frame was cracked leaving their facility. The Optician called the Patient and explained that there was no crack in the frame noted in the Insurance Lab or in our office.Due to the findings that the frame was not documented or noted anytime as cracked while it was in the possession of the Insurance Lab or our office, we believe that the frame was cracked outside of our office. Therefore we have no liability to replace the frame.Thank you again for the opportunity to respond to this complaint. Please contact our office if you have any further questions or concerns in this matter.Sincerely,Scott H.O.D. Nazareth Eye Associates

Consumer

Response:

August 15, 2014To Whom It May Concern;In response to the letter from Nazareth Eye Associates dated August 6, 2014. I apologize for the delay with my response. I was out of the state. Yes, I did pick up my frames on July 15, 2014. The Optician was out of the office that day. I was told that the Optician was on vacation, which means that the Optician DID NOT inspect my glasses when they came in. When I went to pick up my glasses, they were very crooked, especially at the bridge. The glasses were actually pushed in towards my face. Yes, I did adjust my glasses, but I only adjusted the arms (the pieces that go to your ears). I DID NOT adjust the bridge of the glasses. Nicole did. Nicole went back by herself into the laboratory and adjusted them. I did not notice the crack until I cleaned the glasses. That is when I saw the crack. Yes, I worked in the eye care industry, but I have NEVER seen this kind of treatment by a practice before.My frame is still available and I want Nazareth Eye Associates to replace what they broke. These are not "cheap” frames.Please feel free to contact me with any questions or concerns.Sincerely,