Optometry Group

I have pulled the paperwork for glasses in question.  It show that Mrs. [redacted] signed for the glasses when she picked up them up for her son on 9/12/16.  Additionally, there is also copy of the vision plan policies with her signature.  The second item on the form, in bold font,...

clearly states that there is no warranty on the glasses she selected for her son.In regards to the text of her letter, I also pulled the documentation for each visit. On the October visit "to get the nose piece fixed", the nose pieces were not in the proper alignment.  This only occurs when physical force strikes the frame and bends the metal nose pad supports.  The frame was readjusted for her son.  This service was performed at no charge and completed on 10/10/16.  Please note there is no mention of any problem of the screws coming out in her statement.The second incident occurred on 11/07/16.  I spoke with the tech that worked on the glasses.  She was informed by Mrs. [redacted] that the glasses had been broken while her son was at school.   The school nurse had tried to fix them.  Later in the evening, the father had also tried.  On inspecting the glasses, the screw was in the temple but it was not in straight.  Unable to remove the screw, the tech asked for help from the office coordinator.   She was able to remove the screw.  The temple was then inspected.  The hinge was found to be broken.  The damage was determined not to be a manufacturer defect.  This was shown and explained to Mrs. [redacted].  The frame was not repairable.Based on Mrs. [redacted]'s statement to the first tech, the glasses were broken at school.  Once the office coordinator removed the screw, the damage was confirmed.At each visit Mrs. [redacted] also signed an optical service agreement.  Above her signature is the following, "Patient agrees not to hold the Optometry Group liable for any loss or breakage of the glasses that occur during any of the above services".  This statement is on the agreement because a frame may be twisted so badly the metal fatigue causes the frame to break.  Also the damage may not be readily apparent until the repair is attempted, as it was in Mrs. [redacted]'s case.In review, Mrs. [redacted] was informed of office policy.  Her signature on the paperwork demonstrates her being informed.  Her statement of the problem leaves out the statements she made to staff members and does not match the paperwork that she signed in each visit.Sincerely yours,[redacted]