MyEyeDr.

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Town Center West York. I wear airlock frames and decided to have new lenses put in my frames. I signed a waiver that if the frames were lost or damaged, I would need to buy new frames at a 50% discount. Frames returned with a damaged silicone cover on one of the arms. I asked for a replacement arm piece but was told I had to buy a new frame. (Airlock has replacement parts available as stated on their website). Frames cost $320 to replace, 1/2 price $160. I didn't use insurance $150 benefit for frames originally, I asked them to turn my half into insurance & I would be responsible for $10. Was told they can't do that which then put me head to head with the manager who was very much so less than helpful or even willing to work to a solution. I left the office with no resolution. I found a phone number for patient relations on their website and called to explain the situation. I was informed that indeed I could use my insurance benefit. The specialist ordered new frames and they were sent to the office. Once fixed, I was informed there was a balance due. I figured $10 and was fine with that. ($160 which was half of the frame cost less my insurance benefit of $150) I was instead informed the balance was half of the frame cost. I told them that was incorrect, that I had contacted patient relations and was told insurance could be used to cover my cost of the frames since I had not used my benefit at the beginning of this eye doctor trip. The GM again refused and told me she just got off the phone with them and that is not what they said - she was lying. I stayed in the store and called patient relations. Of course the person I originally spoke to was no longer with the company, but the person I spoke to again confirmed what the original person told me and also double checked with her supervisor. GM did hear what what patient relations said. She STILL proceeded to be defiant but did agree she would use my insurance.