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Pearle Express

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Pearle Express Reviews (1)

Review: I purchased a pair of glasses from Pearle Vision and 2 yrs. ago. After a yr. the lenses started popping out the frame. The final time the lens popped out of the lens I lost the lens. I decided my next pair of glasses, I would buy at Lens Crafters.I purchased my new glasses at Lens Crafters, but they would not be ready for (2) wks. I couldn't go without glasses for that long so I stopped by Pearle Vision to see if I could get a lens put in the frames that I had previously bought from them.I approached a salesperson at Pearle Vision and asked how much would it cost to have a lens put into my frames. The salesperson said what kind of insurance I had, I told her, and she said oh, these are our frames it would not cost anything, and it would take (1) hour.I was glad that I had something to use while I waited for my new glasses.(2) months later I received a call from Pearle Vision saying my insurance would not pay for the lens, because I already bought a new pair of glasses from someone else. I told her you told me it was free of charge. She said no we were going to charge your insurance company, not only for the replacement lens, but for a complete pair of glasses.Pearle Vision wanted me to call Lens Crafters and tell them not submit their claim so that they (Pearle Vision) could get paid.After so much harassing phone calls and bills, Pearle Vision want me to mail the lens back to them, they want me to pop the lens out even if I have to break my frames and mail them back their lens.I don't think I would be having this problem in the first place if Pearle Vision product (glasses) was made better.Desired Settlement: I would like Pearle Vision to honor their word that the replacement lens would be free of cost as the salesperson said. I want the harassing calls and bills to stop.

Business

Response:

On 6/**/13 [redacted] came into Pearle Vision with mangles frame that she purchase 6/**/2010, in which one lens had popped out of due to the condition of the frame. We explained to her that the reason the lens popped out of the frame is because the frame itself was bent and twisted. We then recommended she get a new pair of glasses due to the condition of the frame. At that point she declined on the new pair but wanted to replace the one lens that popped out. We explained to her that we could not replace only one lens because they were transition lenses and in order for the color of the lenses to match when they change outdoors both would need to be replaces. she agreed. We then proceeded to pull her file and saw that she used to vision coverage on her glasses in the past. We then asked her id she was eligible for glasses this year she told us yes she was. We then called her insurance company and they told us that she was eligible for glasses. We then processed to process her order and maker her a new pair of lenses which retails at $280 but she paid $0 for based on her insurance eligibility.

However when we tried to bill her insurance company they told us they could not pay us because she had purchases glasses from lens crafters right before she came to replace the lenses. At the time were told she was eligible for glasses from us> lens crafters had not yet had time to bill the insurance company because she came here immediately after she left lens crafters. We then called [redacted] to verify if she did indeed get classes from lens crafters using her insurance, and she told us no she did not. She then said she only went there for adjustment, never got glasses, and that lens crafters must be committing insurance fraud. We then called lens crafters to verify if she get glasses there and they told us and faxed us a signed copy of her bill of sale. We then called [redacted] back to her her that at this time she was not entitled to the lenses she just got from us for free because she did use her benefits at lens crafters but she was eligible for the insurance discount which would be at the reduced price of $135. [redacted] and her husband then told us of. Send us a bill.

[redacted] then went on to call our Pearle Vision corporate office to file a complaint because she did not want to pay for the lenses. We then called her insurance company and they told us as well as [redacted] that she was responsible to pay the $135 for the lenses because she is only allowed one of glasses through the insurances and any additional pairs she can get a discounted price. At the point we sent her a bill. [redacted] called our corporate office again to complaint that we billed her and told them that the store owner called to tell her the lenses would be free. This is not true. At that point the store manager called [redacted] to try resolve and it was clear that [redacted] did not want to pay for the merchandise the store manager asked her to please come to the store and return the lenses.

In closing we at Pearle Vision have done everything to try to satisfy and accommodate [redacted] knew what she was not eligible for free lenses when she walked in our store that day. We tried very hard to rectify the situation but [redacted] will not compromise and either pay for the product she was given, even after her insurance company told she was responsible, or return it.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Please read attached.

(Consumer is dissatisfied but willing to close the case by sending back the lens as requested.)

I have read the reply from Pearle Vision and none of their statement is true. My glasses was not mangled and twisted. I was still wearing them every day. I had not gotten a new pair because I was home recuperating from having a total knee replacement. The lens of my glasses would just pop out. And as I stated in my complaint. I was not happy with the quality of Pearle Vision glasses.

I deeply appreciate you (Revdex.com. Org) listening and acting on my complaint. But I feel they (Pearle Vision) will continue to lie and harass me. And lie about even about what I said.

So I have decided to remove the lens and mail them back to them as they has requested, and I hope that will be the end of this. Please note that I do not intend to ever purchase glasses from Pearle Vision again, nor will I ever recommend them.

Again thank you for you time.

Sincerely

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Sincerely,

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Address: 2340 Central Park Avenue, Yonkers, New York, United States, 10710

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