California Hearing Aid Center, Inc.

We are hoping to resolve this issue soon between California Hearing Aid Center and Mrs***We understand that devices can be frustrating, and this is why there are instructions to followMrs*** only had adjustments after fitting, but failed to follow certain instructions that could have beneficial but we won't know now as Mrs*** and her family has refused to try the different options we have availableAgain, we are shocked to hear that Mrs*** wasn't satisfied with her first devices with us, this was never explained to us, nor was any of our staff informed of her being unsatisfiedThis has came to light as of now, based on this complaintIn addition, California hearing Aid Center works on facts, we would never inform any other third party, that merchandise wasn't in our possession to win any type of complaint or disputeWe stand by our contract and California laws, and follow them very strictly

Regarding this complaint, we are very sorry that you feel we have misrepresented, California hearing Aid Center, and the help that we can offer you. However there are some discrepanciesThere is a day trial period, the contract has to be followed or abided by within the trial period
and if this is done a full refund would be granted and we would accept devices as a returnable itemMrs*** has had some adjustments but has failed to follow our wearing instructions and while doing that, she has stopped the process of completion of fitting. Also her first complaint about her second pair of devices from us, was cost. Based on this, the Beverly Song Act was implementedWe are very shocked that Mrs*** has been unhappy with her devices as she has been with our company for several years and loved her first set of devices from us. The 2nd discrepancy is that we have never informed another company that we were not in possession of the devices. Lastly, the information provided to us by the patient about her Kaiser test is inaccurateShe doesn't have only 4% hearing left in her right earShe has a moderate-severe loss in her right ear and can be helped with hearing devices, which is why we recommended to hearing devicesThere are different tests for hearing evaluations and I believe Mrs*** misunderstoodWe are more then willing to continue helping with her hearing health care needs, however we need her participation. Without this no one will be able to help with hearing health care or trying to help with a better quality of lifeIf there is any further documentation that is needed please let us knowThank you

Dear Sir:Thank you for your response to my problem with California Hearing Aid Co.Let me begin at the beginningThe reason I sought new hearing aids was three-foldthe old hearing aids were not helping me with three problemsCross conversation (more than one person talking)I could not hear conversation behind meTV sounds were not clear.I saw an ad on TV by California Hearing Aids asking for people to enroll in a ten day test program for new hearing aidsI did that, and my appointment was on JanI stated my problems and was assured that they could be corrected with their new hearing aidI have never been enrolled in a program of testing except MrRios turned his back and read a list of words, which of course was subjective and easily "slanted"From that simple test I was determined a candidateTo this date none of the original problems have been corrected and with the C H A several new problems have evolved. After many attempts to have the problems resolved I asked for a refund of $6,The request was refusedMonths later I was told that they would mail me a new device that I could place on my TV and that would take care of my problemsI again asked for my money backthat was a month ago and I have not received any TV device, which I stated that I did not want and if they sent it, it was up to themIt has not been sentI need something to "fix" my hearing aids, not my TV.After my last call to *** *** I was told absolutely no refundAt years of age, living alone, handicapped and widowed, there is no way I can replace that amount of money in my bank account(Besides my check for $6,I believe they also received $1,from my insurance company) I can't keep driving up and down the freeway to repair my new hearing aids, nor should I be expected toIf they are repairable, then that should have been done in the first new appointments, not the times I've had to returnThey have never contacted me, I am always the one to make the calls.The problems I'm now dealing with are:The right ear and left ear are not balanced in volumeDifficulty hearing phone conversations(Just started this weekend)The three original problems which prompted my inquiry to be in the Test ProgramBoth hearing aids are supposed to set automatically when one is adjusted, but they do not.Unfortunately, I did not keep a copy of my first correspondence with youWould you kindly make a copy of that letter and send it to me?Please notify me if there you need more informationI'm trying to be as brief as possible.Sincerely,** *** ** ***

Good Morning, We wanted to respond to this complaint to inform all parties that, unfortunately the patient will not receive a refundThe patient was fit with devices and a week later returned to our office to inform us of the complications he was having and wanted to return his devices at that
timeThe patient did not give us the option to make any adjustments, and per the contract that was signed by the patient he has to give us the option to complete fitting or to make necessary adjustments or correctionsThe patient did not let us do either optionIf the patient would have followed our instructions and allowed us to make corrections or modifications then he may have been able to return for a full refundHowever, the patient hasn't followed our instructions or the guidelines of the contract so this is the reason why the patient cannot be refundedWe are a family owned business and take laws and guidelines very seriously, we also take hearing loss and hearing health care needs very seriously and we are more than willing to work with this patient in making the devices satisfactory for him. Since his fitting appointment we have not made any adjustments to his devices and per the Beverly Song Act if the patient has not had not adjustments we do not have to refund the patient's accountAgain we would love to help this patient with his hearing loss but he has to give us the chance or optionPlease let us know if there is any other information that is needed

To whom it may concern: We would like to respond to this complaint.  We are unsure of why we are receiving a complaint from (1) Revdex.com as we are not consumers of the Revdex.com and (2) the patient herself.  We have known there has been challenges with the devices she has tried, however the patient...

has given us consent to order different technology to see if this is something that would be of more benefit for her specific hearing loss. The devices have been ordered based on what she has expressed to us. Our goal is always to make sure we are doing all we can to help a patient with their hearing loss. Again we are unsure of why this complaint has been filed and we will contact the patient to discuss. At this time we will not go into specifics as we are not a consumer with the Revdex.com, but again will reach out to the patient and discuss this with her. Thank you for your time in this matter.

We wanted to respond to this complaint and want to apologize for the confusion. The commercial is for a 10 day challenge not a 45 day trial period.  The trial period pertains to purchasing a device through California Hearing Aid Center and the 10 day challenge is a study.  Participants...

that qualify for the 10 day challenge would get to wear the device to see how it works for them and to give us feedback on the device; good or bad so we can continue on improving this specific model and the different technology that can be embedded in it.  Mr. [redacted] may have not specified that this specific device wouldn't work with your hearing loss but started discussing other technology that may be more suitable for your hearing loss. Again we apologize for any confusion or misrepresentation of the 10 day challenge.  If the patient would have qualified for the 10 day challenge, then she would have been able to try the device for a period of 10 days to see how it worked for her and if it helped with her hearing loss. If you have any further questions please feel free to contact us. Best Regards, Management

I would like to address the complaints of the patient. She did call our office, after seeing a television commercial and did make an appointment for a free hearing evaluation and to see if the miniscopic device is something that would work for her. Based on her hearing loss, we did not recommend the miniscopic device so she was not a candidate for the original commercial she had seen.  Also the patient has stated that we would mail her a certain accessory that would help her understand the tv, this is inaccurate. We wouldn't mail the accessory to her, some type of appointment would be involved as we would have to sync the devices to the specific accessory. The patient has also stated and feels that the challenges she has been having should be able to be fixed in so many appointments. Each and every patient is different and resolving a complication can take more than just one appointment, sometimes it can take several depending on the patient and the challenges/complications they're having.The patient also states that the volume is not balanced in both devices, that she is having difficulty hearing phone conversations (but just started) and that both devices do not set automatically when programmed.Regarding the automatic setting, really not exactly sure what the patient means by that. When we program devices, the settings that we program do save to the device.  Having difficulty on the phone, and with it just starting to happen; it's more than likely a filter that needs to be changed or the way the patient is holding the phone up to her ear, which can easily be resolved. Also the volume for both devices can be different based on the patients hearing loss and the we have adjusted the devices. We can make several adjustments for volume on both devices depending on what the patient needs and wants are.As stated previously we have been working with getting the patient newer technology then what she was originally fit with to see if better technology will help resolve most of the issues and we have explained to her that more adjustments may be needed. Our main goal is to see what we can do to resolve the issue and if we are unable to then a refund would be issued.Best Regards,Management

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

I am rejecting this response because: nothing was addressed the fact is the device did not work and was returned within yhe time frame the contract did not say that I needed to keep returning over and over and past the 45 days. The company has the doctors statement who is willing to support his statement about the device. The company also made false statements we never complained about the cost of the device to anyone as price was never a factor if the device had been able to help with the hearing

Review: Dear Sirs:

The purpose of this letter is to inform you of a situation in which California Hearing Aids refuses to return $6,000 which I paid them for hearing aids which they have not been able to adjust properly to my needs. I have been wearing hearing aids for 10 years, am I not someone who has unrealistic expectations.

The audiologist I had been using for 10 years moved his office to Hawaii and I was looking for a new hearing aid provider. I saw an ad on TV by California Hearing Aids that was advertising a program whereby a person could be in a test group for a new hearing aids. I called that number and asked if they had an office near Lincoln, CA where I live. I was told that they did, but I was not told that it was open only one day a week. I was given an appointment for Jan. 12, 2016.

During that appointment they “tested” me for hearing aids, ordered some for me and asked me to come back on 2-11-2016. When I went back I was given the new hearing aids but never was I enrolled in a test group etc. Almost immediately I knew the hearing aids they ordered would not work for me because they were the kind that fit over top of the ear and I had tried that kind before and they were unsatisfactory. This is my schedule of appointments with California Hearing.

1-12-16 first appointment

2-11-16 received the hearing aids

2-19-16 returned hearing aids and another kind were ordered

3-2-16 received different hearing aids and paid $6,000

3-7-16 returned for adjustments, and this time I had to drive to Citrus Heights Office

4-7-16 more repairs/adjustments

4-18-16 more adjustments

5-4-16 more adjustments and again driving to Citrus Heights

Somewhere in this time period the audiologist took a 3 week vacation

6-30-16 the audiologist came to my home because I complained about having to drive to Citrus Heights and once again he made inadequate adjustments. I asked him how long I had to keep returning the hearing aids before I got my money back and his answer was: “Until we get them adjusted properly” I made 3 more calls to the office before I finally got the audiologist, [redacted], to answer my call. At this time I told him I was through dealing with the problems with the hearing aids and wanted my money back. $6,000 dollars. He also billed my insurance for about $1,000 (not sure of the exact amount) he said that the time period for returning them was over. My questions is: how many times do I have to return them? They were never satisfactory from the beginning, and of course they manipulated the appointment times to correspond with their expiration date.Desired Settlement: This total experience has been negative. I am 90 years old and handicapped. I was never enrolled in a program to see if their hearing aids were satisfactory to me. I feel like I was duped, and I hope you can assist me in the return of the $6,000.

Thank you for your consideration.

Business

Response:

To whom it may concern: We would like to respond to this complaint. We are unsure of why we are receiving a complaint from (1) Revdex.com as we are not consumers of the Revdex.com and (2) the patient herself. We have known there has been challenges with the devices she has tried, however the patient has given us consent to order different technology to see if this is something that would be of more benefit for her specific hearing loss. The devices have been ordered based on what she has expressed to us. Our goal is always to make sure we are doing all we can to help a patient with their hearing loss. Again we are unsure of why this complaint has been filed and we will contact the patient to discuss. At this time we will not go into specifics as we are not a consumer with the Revdex.com, but again will reach out to the patient and discuss this with her. Thank you for your time in this matter.

Consumer

Response:

Dear Sir:

Review: Summary: Dissatisfactino with product's sound quality. Stalled hearing aid adjustments prevented timely return for refund. $3k800 is at stake. Hubby and I are angryDesired Settlement: I sincerely wish to return the hearing aids central to this 'battle' and get a full refund. Blue Cross must be refunded also. I have ordered another aid from my former hearing aid man. I had hoped, in purchasing the new devices from CHAC, that I would be upgrading from the former pair. Not so. I am returning my business to my former practitioner whose office is closer and easier for this senior couple to reach for more flexible and timely adjustments.

Business

Response:

Initial Business Response

Unfortunately a refund can not be processed. The patient is out of their 30 day trial period. We are able to make adjustments or any corrections that are necessary but we are unable to refund the patient. Thank your or your time.

Review: Purchased the inner ear aids, tried them out but 15 days later, found out they brought on my claustrophobic condition. During those 15 days I tried using them off & on for many hours but could not stand the claustrophobia when in, and this happened as soon as I put them in. When I asked for a refund they insisted trying to modify them.

Once again on 10/30/13 we had to return the aids finding there was no difference in resolving the problem they gave me & asked for a refund!! He would make a pair of 'over the ear' aid (Even though he knew I already had working pairs) but definitely no refund.Desired Settlement: Total refund of $5840.00

Business

Response:

Initial Business Response

The patient purchased devices from us May 16, 2013, and was fitted for his devices on June 10, 2013. A follow up appointment was made for 2 weeks later. During this appointment the patient wanted to return the devices. We informed him that he had to give us the chance to make modifications or adjustments to the devices before he was able to return. We also discussed different shapes that would benefit the patients loss but he was reluctant but agreed. On August 21, 2013 the patient came in for his fitting appointment but refused as they were behind the ears. He explained that he did not want to have behind the ear devices as he already has a pair that are a few years old. He agreed to try custom devices again. On September 5, 2013 the patient was fitted with new custom devices. His main concern was that he gets claustrophobic when wearing devices in the ear canal. Explained to him that is why we recommended fitting him with behind the ear devices. On October 5, 2013 the patient came in wanting to return his devices. at this point he was past his 30 day trial period. We are more than willing to work with the patient and making an adjustments to his devices but a refund will not be issued. Thank you for your time in this matter.

Final Consumer Response

The first few lines of the 'business response' are correct however you are reading the words of a man who can't or won't take no for an answer. His summation of Oct. 5th is a glaring example of this. When I first took the aids in June it should or would never have drawn on until Oct. except for business person's insistence of his "right" to make these aids work, even though we told him June 25th have lead they were bringing on my claustrophobia & asking for a refund. As my understanding of the law, re this matter, you have 30 days a trial period & I felt after 15 days he knew they were not for me & why was there a problem for the refund? Obviously business person realized all the time that ensued over modification (not asked for) would take us past the 30 days & still insisted time after time. Then he says he would willingly make me over the ears aids, but no refund. I have, & he know this, over the ears already & do not need or want a second pair. We have tired before Oct. unsuccessfully to return the aids, but his office staff would not take them if he was not available. And so they just sat in the box until Oct. 5.

We demand a refund.