Commonwealth Hearing Centers

Mr. [redacted] purchased 2 new Phonak hearing aids with remote control from Commonwealth Hearing
on 2-7-13.
On 2-26-13 l delivered both hearing aids. Sound quality was good. Patient could hear well, but
discussed making tighter if needed to get more volume. In the state of Virginia, and as stated...

on
contract, a patient is allowed a 30 day trial period from this date.
On 3-15-13, on a follow up visit to office, patient stated that he loved the hearing aids, but he would like
to have them remade to get more volume.
On 3-25-13 we received the remade aids back from the manufacturer. That is a total of 10 days, both
aids. Patient scheduled to be fit with aids on 3-29-13. On this visit, patient stated the volume was much
better after we recalculated the new fit. Also on this date, I extended Mr. [redacted]'s 30 day trial period
until 4-16-13, which is a total of 51 days, to make sure he was going to like the hearing aids.
On 4-19-13, pat¡ent stated that left ear was making his ear sore, so we sent aid back in for remake. This
is the only complaint concerning the hearing aids that I received on this date. We received aid back in
office on 4-23-13. This is a total of 4 days, left aid. Patient was unable to make appointment, so we
mailed the hearing aid to the patient immediately.
About one month later, on 5-28-13, the patient visited our office. He stated that the left aid was still
making his ear sore. We sent the aid out one more time for remake. This time, the aid did take a little
longer, and we received the aid back on 6-12-13. This is a total of 15 days, left aid. Phonak has always
been really quick with repairs, but this time they apologized for the delay of approximately 2 weeks.
4 months later, with no complaints from patient, I received the left hearing aid in the mail. Patient
stated that the hearing aid was dead. Upon inspection, the hearing aid was working fine when I
received it, but for patient satisfaction, and to make sure there was nothing internally wrong with aid, I
sent the hearing aid to the manufacturer to be checked. I received the hearing aid back on 9-15-13,
which is a total of 5 days, left aid. Again, we immediately mailed the hearing aid to the patient due to
his inability to schedule a pickup at our office.
On 10-10-13, Patient mailed left hearing aid to me, stating that the volume was fluctuating. This is an
automatic hearing aid that reduces noise, and is the first hearing aid of this type the patient has ever
worn. There are ways to program the hearing aid to make the aid not as sensitive, but patient needs to
come in to have the hearing aid programmed. Patient was unable to set an appointment. I sent hearing
aid in to Phonak per patients request to make sure everything was functioning properly. I received
hearing aid back after replacing microphone and receiver on 10-15-13. This is a total of 5 days, left aid.
Patient requested the aid be mailed back, which immediately it was placed in the mail.
One 11-8-13, Patient requested that right aid be checked due to the same "fluctuating" problem. I sent
this aid in, and received the aid back on 11-12-13, a total of 4 days, right aid. Phonak completely
replaced all components of aid to satisfy patient. Called patient to set an appointment, because it has
been a long time since patient has been in. Patient was unable to make appointment until 12-10-13.
This late date is due to patient because he wants to schedule appointments around other visits that he
has in this area. We did have earlier openings. At this appointment, I programmed "manual" program
for the patient to try which would NOT automatically switch between different programs. Patient
agreed to try to see if it would be more comparable to his old hearing aids.
On January 8, 2014, I received the left hearing aid in the mail, and the faceplate had come loose from
the hearing aid. l immediately sent this in for repair, and received it back on 1-14-14, a total of 6 days,
left aid. Again, this was immediately mailed to the patient, per his request.
On March 20, 2014, l received the hearing aids from patient asking for a full refund, due to the same
fluctuating volume on the right aid that patient had described in past. This is almost one year later from
purchase date. Upon inspection, I noticed that the right hearing aid was full of wax, which I took a
picture of for our records. I also sent a copy of this picture to the patient. I also noticed in the history
of "data logging" from the hearing aid log, that patient had never tried the manual program that I had
programmed for him. I tried to call patient to set up an appointment and left a message. I received a
call back stating that he only wanted to be contacted by mail, and preferred letters. I wrote Mr.
[redacted] a letter stating my findings. I also tried changing the manual program to be where the hearing
aid starts, which I explained to patient in the letter. It is very difficult to make any programming
adjustments without the patient present. I mailed the hearing aids back to the patient with the letter,
which also stated that I would like him to set up an appointment to come in for adjusting. This is the last
contact I had with the patient regarding the hearing aids.
According to my records, the left aid was out of our office for a total of 45 days, and the right aid was
out of our office for a total of 14 days. Even if accounting for time to be delivered from the post office,
or for patient to return to the office, this number is far lower than the number of days the patient is
calculating.
Phonak has extended the warranty (originally 2 years from delivery date) for an additional 6 months as a
courtesy for the patient.
I also made an earmold for an old hearing aid the patient has (an $80 cost) for no charge to patient
when he purchased the hearing aids, for use as a backup aid.
I appreciate that Mr. [redacted] is not blaming me personally for his dissatisfaction of the hearing aids, as
I feel I have went above and beyond what is required to make sure he is hearing as he should. We have
also had a great longstanding relationship in the past. I believe that a refund at this point is not
justifiable. I also believe that with some programming adjustments on these hearing aids, Mr. [redacted]
will be satisfied with the hearing aids.
Sincerely,
[redacted]
Hearing Aid Specialist

Review: I am writing to you to complain about two Phonak hearing aids that I purchased from Commonwealth

Hearing in Salem, VA on February 7,2013.

I have had nothing but problems with these two aids

LEFT HEARINGAID

Problem #1

The first fitting did not get the most volume. The second and third fittings irritated my ear so much

that I couldn't wear them. The fourth fitting worked. This took from Feb. 2"d until June 24th or five

months after purchase.

Problem #2

On September 18 this left one shut down completely meaning there was no sound. I returned for

repairs. It took them one month and three days to repair.

RIGHT HEARING AID

Problem #l

These aids have a clear shell, and I could see a loose part flopping around. It was about forty days

before I got it back.

Problem #2

This is the main fault of these hearing aids. This feature is suppose to dampen loud noises. It is way

too sensitive, and it cuts the volume down to almost nothing and slowly comes back. It does this over

and over. I complained and sent aid back for repairs on October 4, 2013. After repairs, I got the aid

back on Oct.21, 2013. They did not fix the problem.

After complaining again, they agreed to replace the working parts to fix the problem. I sent it to them

on Nov. 8, 2013, and it was returned to me on December 10, 2013. The new unit did not fix the

problem. This is a design flaw in my opinion.

Problem #3

On December 28, 2013 l was taking the aid off, and it came apart. Since it was unusable, I returned it

for repairs.

Problem #4

On March 14, 2014 the hearing aid shut down to about 5% of normal volume. The next two days it

came back up to about 70% of normal.

Being totally disgusted with these hearing aids, I returned them to Commonwealth Hearing on March

17, 2014 and asked for a full refund.

They said that earwax was the problem, but I disagreed. Did earwax cause all of the previous

problems? I haven't had earwax problems before in my many years (55) of wearing aids.

During these approximately 13 months Commonwealth Hearing had the right ear aid for ninety one

(91) days and the left ear aid for two hundred twenty four 224 days. This is just not acceptable for

hearing aids that cost four thousand four hundred dollars ($4400).

I wrote to the Phonak Co. on February 3, 2014 to explain the problems. I have never heard from them,

nor have I heard in writing from Commonwealth Hearing since I returned aids on March 17, 2014.

I am 80 years old and have been wearing hearing aids for about fifty-five (55) of these years. I may not

be an expert, but this much experience means I do know a lot about the quality and sounds that hearing

aids should produce. These aids get a big "F" for failure in this regard.

When a product does not perform as advertized and has had so many problems, I feel justified in asking

for a full refund of the purchase price.

I have been buying hearing aids from Kimberly Woods of Commonwealth Hearing for many years and

have never had problems with those hearing aids, including earwax problems. Kimberly has always

been very professional and just a good sales person. I certainly do not blame her for the design faults

of Phonak hearing aids.

I would appreciate any help I might receive for resolving this problem.

Ernest [redacted]

510 Overlook Dr.

Covington, VA 24426

hfrtzger @aol.com

Com. Hearing returned hearing aids. Kimberly had changed the settings on these aids and it was the wrong setting. I cannot wear these aids at all.

Since purchase on Feb 7 - 2013 I am still without working hearing aids! I am totally out of patience.Desired Settlement: refund

Business

Response:

Mr. [redacted] purchased 2 new Phonak hearing aids with remote control from Commonwealth Hearing

on 2-7-13.

On 2-26-13 l delivered both hearing aids. Sound quality was good. Patient could hear well, but

discussed making tighter if needed to get more volume. In the state of Virginia, and as stated on

contract, a patient is allowed a 30 day trial period from this date.

On 3-15-13, on a follow up visit to office, patient stated that he loved the hearing aids, but he would like

to have them remade to get more volume.

On 3-25-13 we received the remade aids back from the manufacturer. That is a total of 10 days, both

aids. Patient scheduled to be fit with aids on 3-29-13. On this visit, patient stated the volume was much

better after we recalculated the new fit. Also on this date, I extended Mr. [redacted]'s 30 day trial period

until 4-16-13, which is a total of 51 days, to make sure he was going to like the hearing aids.

On 4-19-13, pat¡ent stated that left ear was making his ear sore, so we sent aid back in for remake. This

is the only complaint concerning the hearing aids that I received on this date. We received aid back in

office on 4-23-13. This is a total of 4 days, left aid. Patient was unable to make appointment, so we

mailed the hearing aid to the patient immediately.

About one month later, on 5-28-13, the patient visited our office. He stated that the left aid was still

making his ear sore. We sent the aid out one more time for remake. This time, the aid did take a little

longer, and we received the aid back on 6-12-13. This is a total of 15 days, left aid. Phonak has always

been really quick with repairs, but this time they apologized for the delay of approximately 2 weeks.

4 months later, with no complaints from patient, I received the left hearing aid in the mail. Patient

stated that the hearing aid was dead. Upon inspection, the hearing aid was working fine when I

received it, but for patient satisfaction, and to make sure there was nothing internally wrong with aid, I

sent the hearing aid to the manufacturer to be checked. I received the hearing aid back on 9-15-13,

which is a total of 5 days, left aid. Again, we immediately mailed the hearing aid to the patient due to

his inability to schedule a pickup at our office.

On 10-10-13, Patient mailed left hearing aid to me, stating that the volume was fluctuating. This is an

automatic hearing aid that reduces noise, and is the first hearing aid of this type the patient has ever

worn. There are ways to program the hearing aid to make the aid not as sensitive, but patient needs to

come in to have the hearing aid programmed. Patient was unable to set an appointment. I sent hearing

aid in to Phonak per patients request to make sure everything was functioning properly. I received

hearing aid back after replacing microphone and receiver on 10-15-13. This is a total of 5 days, left aid.

Patient requested the aid be mailed back, which immediately it was placed in the mail.

One 11-8-13, Patient requested that right aid be checked due to the same "fluctuating" problem. I sent

this aid in, and received the aid back on 11-12-13, a total of 4 days, right aid. Phonak completely

replaced all components of aid to satisfy patient. Called patient to set an appointment, because it has

been a long time since patient has been in. Patient was unable to make appointment until 12-10-13.

This late date is due to patient because he wants to schedule appointments around other visits that he

has in this area. We did have earlier openings. At this appointment, I programmed "manual" program

for the patient to try which would NOT automatically switch between different programs. Patient

agreed to try to see if it would be more comparable to his old hearing aids.

On January 8, 2014, I received the left hearing aid in the mail, and the faceplate had come loose from

the hearing aid. l immediately sent this in for repair, and received it back on 1-14-14, a total of 6 days,

left aid. Again, this was immediately mailed to the patient, per his request.

On March 20, 2014, l received the hearing aids from patient asking for a full refund, due to the same

fluctuating volume on the right aid that patient had described in past. This is almost one year later from

purchase date. Upon inspection, I noticed that the right hearing aid was full of wax, which I took a

picture of for our records. I also sent a copy of this picture to the patient. I also noticed in the history

of "data logging" from the hearing aid log, that patient had never tried the manual program that I had

programmed for him. I tried to call patient to set up an appointment and left a message. I received a

call back stating that he only wanted to be contacted by mail, and preferred letters. I wrote Mr.

[redacted] a letter stating my findings. I also tried changing the manual program to be where the hearing

aid starts, which I explained to patient in the letter. It is very difficult to make any programming

adjustments without the patient present. I mailed the hearing aids back to the patient with the letter,

which also stated that I would like him to set up an appointment to come in for adjusting. This is the last

contact I had with the patient regarding the hearing aids.

According to my records, the left aid was out of our office for a total of 45 days, and the right aid was

out of our office for a total of 14 days. Even if accounting for time to be delivered from the post office,

or for patient to return to the office, this number is far lower than the number of days the patient is

calculating.

Phonak has extended the warranty (originally 2 years from delivery date) for an additional 6 months as a

courtesy for the patient.

I also made an earmold for an old hearing aid the patient has (an $80 cost) for no charge to patient

when he purchased the hearing aids, for use as a backup aid.

I appreciate that Mr. [redacted] is not blaming me personally for his dissatisfaction of the hearing aids, as

I feel I have went above and beyond what is required to make sure he is hearing as he should. We have

also had a great longstanding relationship in the past. I believe that a refund at this point is not

justifiable. I also believe that with some programming adjustments on these hearing aids, Mr. [redacted]

will be satisfied with the hearing aids.

Sincerely,

Hearing Aid Specialist