Excellent Audiology

Review: RE: Work Ethics of staff at Excellent Audiology.On January 02, 2015, I called Excellent Audiology and spoke with the receptionist, M[redacted], in hopes of getting new hearing aids. January 05, I went down to the office and spoke with M[redacted] and gave her a copy of my last Audiogram and Dr. N[redacted], my Otolaryngologist, prescription. M[redacted], went to the back office, returned, and informed me that the test needed to be done by an actual Audiologist to be sent to the insurance company. So, I made my appointment for January 19, for my Audiogram. I paid my $70.00, Dr. Magnusson took my Audiogram, informed me my hearing lost is severe, and in need of greater hearing aids. Dr. Magnusson said he would send the paperwork to Gold Coast Health Plan, my insurance, for authorization, and it may take up to eight weeks. On February 13, at 2:25 p.m., I called Excellent Audiology for a status update. I got voice mail and left a message. I called again on February 16, at 2:30p.m., left another message. I called again on February 17, spoke with M[redacted] informing her I had left two voice messages, in the past three days, with no call back. M[redacted]s answer to that was we were busy. To busy to return calls three days old? I informed M[redacted], I was checking on the status of my authorization, M[redacted]s replied I don't know. She said only the Doctor has access, and that she would leave him a message. I said yes, please have him give me a call on the status. Never received a call from anyone in the office. On March 05, I called Excellent Audiology at 1:00p.m., 2:00p.m. And 2:50p.m., leaving messages on there voice mail. Finally, on March 15, ten days after leaving messages and not hearing from Excellent Audiology, I decided to call Gold Coast, to check on status. I spoke with a gentleman there and supplied him with all the requested information. After searching my records, he informed me there was no record of a request for authorization, from Excellent Audiology. Being hard of hearing and the condition of my present hearing aids, which work 50%, I reconfirmed what I heard. So, you are saying that in my records, there is NO request from Excellent Audiology for my hearing aids? He said, yes that is correct. I called Excellent Audiology, and being after hours, left a detailed message. I said I needed someone to call me back and explain to me what is happening. On March 16, the next day, I receive a call from Jessica Estrada at Excellent Audiology, informing me that my hearing aids have been approved. I told her what was told to me by Gold Coast, and she had no answer. Since they were approved, we made an appointment for March 25, to have my ears molded, to send to the dispensary to have my hearing aids made. Jessica said it would take two weeks, and that they would call me. I asked for a copy of my Audiogram, and she said they were in the processes of computerizing the paperwork, and would send it to me by end of week. Never happened. On April 15, three weeks after my molding, I called for status, voice mail, message. Jessica called me on April 16, to tell me my hearing aids have not yet arrived. I asked why, she said she did not know, but would call the dispensary, and find out. Should this have not been done, prior to calling me? Jessica called back and was told the hearing aids where scheduled to be shipped to their office on April 21, 2015. This is four months after my molding. My appointment was made for May 4th.On May 01, at 3:30p.m., I had a voice mail from M[redacted], stating that my hearing aids did not come in, and need to reschedule. No explanation. I called back 15 minutes later, and asked why, M[redacted] said she was not sure, and left a message for the Doctor. I had asked for him to call me and inform me. Second call with no reply from Doctor. I was once again rescheduled for May 12. Fed up with the incompetence of the office and all the run around I was being give, I decided to call my insurance. I spoke with a woman named Ashley, and gave her my history with Excellent Audiology. One thing, this company is not contracted my Gold Coast. Ashley, upon looking into my records, told me there was no record of a request from Excellent Audiology. Second person to inform me of this. Ashley then asked me to have Excellent Audiology fax over the authorizied paper work to Gold Coast, and gave me the fax number. I then called and spoke with M[redacted] and relayed to her what Ashley told me. M[redacted] refused and said she would have to talk to her what is her direct line? I called Gold Coast, spoke to another woman, gave her my history, plus what Ashley told me. She looked in my reconds and was the third person to tell me no request. She also said they do not have direct lines and that M[redacted] can call the customer service number. The woman, whos name I did not catch, told me to ask M[redacted] for a code they are given. So I called back M[redacted] and told her and once again she refused. I called Gold Coast back, spoke to different lady, went through the whole scenario, she went into my records and was the fourth person to tell me no request sent. I have two different reference numbers in regards to my calls to Gold Coast. Reference # 51[redacted]23 and 5[redacted]42. On May 11, at 4:00p.m., I had a voice message from M[redacted] informing me once again, no hearing aids. Wouldn't you think at this time, Excellent Audiology would have gotten on the ball and find out what is happening? I did not return her call and fed up went to the office to get a copy of my Audiogram and Dr. N[redacted]s perscription, and left. This is the worst company I have ever dealt with, in which I told M[redacted]. Did she apolozie for how I felt? Not at all. She said why didn't I stay with the other company? I said they do not accept Medical. My feeling and the woman at Gold Coast is in agreement, is that a request was never sent. That possibly they received authorization on someone else, and did not realize the mistaDesired Settlement: I would appreciate a letter of apology, and also that they do what must be done to resolve is unsatisfactory customer service. This has been hardship for me, and having to deal with this coming and finding answers on my own. My hearing aids do not work well and this company gave me false hopes. I have since went on to another company and in a matter of two and a half weeks, they received authorization, and I have been molded and it is sent. I would hate to see others go through what I have.