Complaint Review: Lenscrafters

My mother who is 80 years old and legally deaf with glaucoma visited Lenscrafters at Superstition Springs Mall for a pair of glasses. She requested that pursuant to the Americans with Disabilities Act that Lenscrafters communicate with her in writing only.

She enrolled in the 90 - day same as cash program. She didn't get any bills. One year later she got a letter from a collection agency indicating she owed more than twice the original amount. Through her power of attorney I contacted Lenscrafters in Mesa. The store manager informed me that they had billed the address of a lady who was in the store the same day as my mother by error and agreed that my mother should not be liable for Lenscrafter's errors and promised to correct the error without penalty to my mother.

I asked nothing more than Lenscrafters adhere to the contract my mother had with them. Lenscrafters has refused to take care of this issue and the collection agency has promised to destroy her credit in addition to threatening to sue and other harassment. Lenscrafters now tells me they have washed their hands of the affair and I must deal with the collection agency, they weren't obligated to follow the terms of the contract made with my mother and they weren't obligated to follow the Americans with Disabilities Act since they don't collect federal funds.

I am disappointed that they saw an elderly, disabled person and they thought she was an easy target. All I wanted was for Lenscrafters to adhere to the Americans with Disabilities Act and follow their contract -- both of which they agreed were their legal and moral obligations.

Malcolm
Minot, North Dakota
U.S.A.